PRODUCTION TIMES AND SHIPPING

All production times described are approximate only and may vary depending on staff and machine constraints, specifically at busier times of the year. With this in mind whenever we see an item is needed for a specific date we will always ensure your order is dispatched within time, or contact you if there is going to be any issues. On most occasions our approximate production times are quite accurate. Shipping times will vary depending on location. Please contact us for more details.

PERSONALISATION

We offer a fast turn around on all personalisation services with a professional result. CustomKings often does photo engraving. It may decline to do so if the quality of the photo provided is not high enough to be processed on to the item.

At times where CustomKings offers to engrave a low quality image the customer agrees that no guarantee or warranty will be given to the end result of the engraving.

PRODUCT DESCRIPTIONS

All products’ descriptions and product images are prepared as accurately as possible. Sometimes there may be slight variations in materials, sizes and product colour. This is unavoidable with the nature of our products. We reserve the right to assess any issues as they arise on an individual basis. If we see the issue as being major and affecting the products use we will offer a replacement or refund. A refund or replacement may not be offered if the issue is determined as minor and not affecting the use of the product .

PRODUCTS

With the nature of the products we sell there may be slight imperfections which do not affect the use of the products. This is very rare. Minor scratches or marks on some products are seen as acceptable in the industry. We reserve the right to assess products on an individual basis. Glassware may have very minor bubbles within the glass. This is part of the manufacturing process and cannot be avoided. These minor imperfections may appear in 1 out of every 40 glasses on average. This case will usually not warrant refunds or replacements but may be reconsidered at the sole discretion of CustomKings.

Backorders & Pre-Orders

Common Questions about Back Orders

Question: I didn’t know this was a back order item?

Answer: We strive to ensure each customer is aware the item they are ordering is either in stock, back ordered or out of stock, to this extent we have on each product a stock status on both the product page and check out page as well as the email confirmation you receive.

Question: I would like my other items delivered ASAP?

Answer: To keep our postage flat rate we do not part ship orders, this ensures we will not have to raise our postage prices for all customers. If you are happy to pay the $10 for Standard Flat Rate Shipping for your order we can arrange this, simply reply to this email and we can send through an invoice.

Question: What do I do now?

Answer: You don’t have to do anything, your items will be shipped together once they are all in store.

Question: I want a refund because that item is going to arrive too late?

Answer: We would love to offer this chance to give you a store credit for the amount for the item. If a store credit does not suit your needs we can offer a refund minus a 20% administration fee. The fee covers any payment fees from the payment provider and the cost of administration work on your order.