General FAQ

Most times the answer is, yes. Our product pages provide very detailed instructions. There is very little we cannot do. However, we do not engrave any Trademark logos unless expressly given permission. If you still have questions please reach out to our service team. 

Every product that can be personalized will have an area on the product page for you to do so. All products have instructions in the product description or the product images. Leave your notes in any organized format. Please enter your personalized notes exactly as you wish them to appear. Our team is filled with expert designers but if we have any questions regarding your notes, we will reach out.

After an order is placed, we are happy to send a draft by request. For most simple personalizations it is not needed. We will always send a draft for commercial orders.

We take pride in having a fast turn around time! Most orders ship within 5 business days or less. Commercial clients will be informed otherwise, if applicable. Any orders needed in less than one week are encouraged to touch base with our team to ensure we can meet your deadline.

Expediting your order is done on a case by case basis. You must contact us before ordering to make arrangements to do so. Requesting for expedition after ordering may not always be possible. If your order has already started processing it may not be eligible for a refund.

If you have an account with us, please refer to your order history or search by order number. 

We know receiving your order is important. Mail carriers regularly leave packages in a mailbox, outside, with building management and even a neighbor. Be sure to check these places! If the order appears lost or is being returned to sender please contact us for assistance.

Very few times we may not be able to create your order to the request or in the timeline given. We reserve the right to cancel an order at anytime without prior notification. We will process a refund when doing so. Refunds can be expected within 3-5 days to appear.

We sure do! Discounts are automatically applied at checkout. Most discounts can be found in each product page. For larger orders, than what's shown, please reach out for our service team to help out!

Product

These are general instructions that may not apply to all orders. Please reach out to our team if you have specific questions.

Almost all drinkware items are dishwasher safe. Every item is laser engraved and will withstand any dishwasher. We still recommend hand washing our items, especially metal tumblers, to preserve other aspects of the item.

Acrylic signs should never be polished/cleaned with alcohol based products. Use very little amounts of water and paper towels. The best option is a microfiber cloth.

Rest assured, your acrylic is clear! Every acrylic product we make is covered with a protective film. You may find this film on a single side or both sides of the acrylic panel. This film should be removed at the time of use.

Think of it as a big strong sticker. Start at the corner and pick at it using a fingernail. No tools are necessary! Use a slow even-pressured peel to remove the film as a single piece. If a side begins ripping, catch the rip and continue to peel as a single piece. You can also visit our YouTube Channel to watch an instructional video as well.

Custom Touch YouTube

All of our designs are laser engraved, NOT STICKERS! In fact, all of our engravings are guaranteed for the life of the item. We only put forth the highest in quality and are happy to stand behind our work.

We stand behind the quality of our work! However, some produts, such as all YETI tumblers, do not honor a warranty if their item has been personalized. Contact us for further information if you are concerned about the warranty of any of our items.

Business/Commercial Orders

Most times, we can easily cater to sample requests. We handle each request on a case by case basis and may request a sample fee. Sample fees will always be deducted from a final purchase order.

For commercial pricing we generally require orders by the case, which varies by the item and can range from 12-24 units. We service enterprise level accounts and can provide any W-9s required.

For purchase orders of $10,000 USD or less we require full payment. For larger orders, consult our service team. We accept all major credit cards, bank wires, and checks payable to 'Custom Touch'.

Returns and Cancellations

Please contact us immediately. We begin processing orders very quickly and you may not be eligible for a refund. All cancellation requests are denied for orders in processing.

We do not accept any returns or exchanges of personalized items. They cannot be restocked or resold.

If our team every makes a mistake we are more than happy to make it right. Most times we will remake the order and do not require any returns. Please contact us with photos and details of what happened. Some claims may be handled on a case by case basis.

Sometimes it happens! We do our absolute best to ensure each of our orders arrives in perfect condition. If you receive your order and it has been mishandled please let us know. We are happy to help.

Customer support

(941) 355-9788

Send a message

team@thecustomtouch.com