FAQ
💳 Payment Information
What payment methods do you accept?
We accept major credit and debit cards (Visa, MasterCard, American Express, Diners Club) and PayPal.
Do you offer Cash on Delivery (COD)?
No, we do not offer COD. All orders must be paid online. We provide secure checkout and a clear after-sales policy for your peace of mind.
What currency do you charge in?
Our default currency is USD. You may also pay in EUR, GBP, CAD, or AUD. The final charge will be converted by your payment provider.
🚚 Shipping & Delivery
Can I send gifts directly to someone?
Yes! We can ship directly to your recipient. Orders are shipped in neutral packaging without pricing or invoices.
What shipping methods do you offer?
We offer three shipping options: Standard Shipping, Expedited Shipping, and Urgent Shipping.
All delivery times include both production and shipping time.
How long does delivery take?
Most orders are processed within 1–5 business days. Delivery time depends on the selected shipping method and destination country.
Please note that all delivery times are estimates and may be affected by customs or carrier delays.
Can I change my shipping address?
If your order has not been shipped yet, please contact us immediately at service@provcustom.com. Once shipped, we are unable to change the address.
My tracking shows “delivered” but I didn’t receive it. What should I do?
Please:
- Confirm your shipping address
- Check around your delivery location
- Ask household members or neighbors
- Contact your local carrier
If the issue remains unresolved, please contact us for support.
🎁 Order Information
How can I track my order?
Once shipped, a tracking number will be sent to your email and can also be viewed in your order page.
Can I cancel or change my order?
Orders can only be changed or canceled before production begins. Once production starts, changes or cancellations are no longer possible.
Please contact us as soon as possible for urgent requests.
📦 Product Issues
I received a damaged or incorrect item. What should I do?
Please contact us with your order number, photos of the item, and a description of the issue. We will review and provide a replacement or solution as quickly as possible.
An item is missing from my order.
Some items may be shipped separately. Please check your tracking updates. If an item is still missing, contact us and we will assist you.
🔄 Returns & Refunds
What is your return policy?
As our products are made-to-order and personalized, we do not accept returns or exchanges unless the item is defective, damaged, or incorrect due to our error.
How long do refunds take?
Refunds are processed within 3–5 business days after approval.
Where will I receive my refund?
Refunds will be issued to your original payment method.
🔒 General Information
Is it safe to order from ProvCustom?
Yes. We use secure encryption technology and trusted payment providers such as PayPal and major credit cards.
Do you have a physical store?
No, we operate exclusively online.
💬 Contact Us
If you need assistance, please contact:
📧 service@provcustom.com
We aim to respond within 24 hours (business days).