FAQ

Frequently Asked Orders

Can I cancel my order?

You may request cancellation within 24 hours after placing your order, provided that the order:

Has not entered the order processing stage; and
Has not been shipped.

Our normal order processing time is 1–3 business days.

Once an order has entered processing or has been shipped, cancellation may no longer be available.

Please contact contact@buydiygifts.com as soon as possible if you want to request a cancellation.

Is cancellation within 24 hours guaranteed?

No.

A cancellation request is subject to the current status of your order. If the order has already entered processing or has been shipped, we may no longer be able to cancel it.

Processing & Shipping

How long does order processing take?

Our standard order processing time is 1–3 business days.

This is the time required to prepare your order before it is shipped.

How long does shipping take?

After your order has been processed and shipped, the estimated shipping transit time is approximately 14–20 business days, excluding weekends and other non-business days.

The processing time is separate from the shipping time.

How long should I expect the entire order to take?

The general estimated timeframe is:

1–3 business days processing + 14–20 business days shipping transit.

Actual delivery times may vary due to carrier operations, customs, weather, holidays, address issues, and other circumstances outside our reasonable control.

How much is shipping?

Our current shipping rates are:

Standard Shipping: US$7.99 for orders below US$59.99
Free Standard Shipping: US$0 for orders of US$59.99 or more
Express Shipping: US$15.99

COD is not available.

The shipping options available for your order will be shown at checkout.

Returns

How long do I have to request a return?

You may request a return within 30 days after receiving your order, unless otherwise required by applicable law or stated on the applicable product page.

How do I start a return?

First, contact our customer service team at contact@buydiygifts.com.

Please provide:

Your order number;
The email address used for the order;
The product you want to return;
The reason for the return; and
Photos or other information, where applicable.

Our customer service team will review your request.

What happens after I request a return?

The normal return process is:

Step 1 — Contact Customer Service
Contact us within 30 days after receiving your order.

Step 2 — Provide Order Information
Provide your order number and the information necessary to review your request.

Step 3 — Return Review
We review the return request and determine whether the product is eligible.

Step 4 — Receive Return Instructions
If the return is approved, we provide the appropriate return address and return instructions.

Step 5 — Send the Product Back
Send the product to the return address provided by our customer service team.

Step 6 — Keep Tracking Information
Keep your shipping receipt and tracking number until the return is completed.

Step 7 — Return Inspection
We receive and inspect the returned product.

Step 8 — Refund
If the return is approved after inspection, the applicable refund is generally issued to the original payment method.

Can I send the product back without contacting you?

Please do not.

You must contact customer service and receive return instructions before sending a product back.

If you return an item without contacting us first or send it to an unauthorized or incorrect address, we may be unable to locate, process, or refund the returned item.

Can I use the address on my original package as the return address?

No, not unless customer service specifically confirms that it is the correct return address for your order.

The return address may differ from the shipping or registered business address.

What if I received a damaged or incorrect product?

Please contact us as soon as possible after receiving the order.

Provide your order number, a description of the issue, and photographs or other evidence where applicable.

Please do not return the product before receiving instructions from customer service.

Are personalized products returnable?

Personalized or customized products may not be eligible for return due to a change of mind once production has begun or the product has been completed.

Defective, damaged, or incorrectly produced personalized products will be reviewed according to our Refund & Return Policy and applicable law.

Who pays return shipping?

For returns due to a change of mind or other reasons not caused by a product defect or our fulfillment error, the customer may be responsible for return shipping costs, subject to applicable law.

For defective, damaged, incorrect, or incorrectly fulfilled products, contact customer service before returning the product so that we can provide appropriate instructions.

How long does it take to receive my refund?

Once an eligible return has been received and approved after inspection, the refund is generally issued to the original payment method.

The time it takes for the refund to appear depends on your bank, card issuer, or payment provider.

FAQ