Refund policy

Return and Refund Policy

Effective date: June 5, 2026

All products sold by The Custom Shelf are personalized and made to order using the photos, text, sizes, colors, phone models, and other options selected by the customer.

Because personalized products are made specifically for each customer, all sales are final. We do not accept returns, exchanges, or refunds except where required by law.

No Returns or Exchanges

We do not accept returns, exchanges, or refunds for:

Choosing the wrong phone model
Choosing the wrong clothing size or color
Incorrect spelling or custom text entered by the customer
Blurry, dark, cropped, pixelated, or low-quality uploaded images
Changing your mind after placing an order
Disliking a correctly produced customization
Minor differences in color, sizing, cropping, or design placement
Ordering the wrong product or customization option
Providing an incorrect or incomplete shipping address

Customers are responsible for carefully reviewing all photos, text, spelling, sizes, colors, phone models, product options, and shipping information before completing checkout.

Order Changes and Cancellations

Production may begin shortly after an order is placed.

Contact us immediately at Support@pawlinkr.com if you notice an error. We may be able to make a change or cancel the order only if production has not started.

Once production begins, the order cannot be changed, canceled, returned, exchanged, or refunded.

Damaged, Defective, or Incorrect Products

We do not normally issue refunds for personalized products. However, contact us if your order arrives:

Damaged
Defective
Misprinted
Missing an item
In a different size, color, or phone model than what you ordered
Significantly different from the customization information you submitted because of an error made by us or our fulfillment partner

Include:

Your full name
Your order number
A description of the problem
Clear photographs of the product
Photographs of the packaging and shipping label, when applicable

Please keep the item and packaging until your claim has been reviewed.

If the claim is approved, our normal resolution will be a replacement at no additional cost. A refund may only be provided when required by law or when a replacement cannot reasonably be supplied.

Customer-Submitted Errors

The Custom Shelf is not responsible for mistakes resulting from information submitted by the customer, including:

Incorrect phone models
Incorrect sizes or colors
Spelling errors
Incorrect custom text
Low-quality photographs
Incorrect or incomplete shipping addresses

Orders affected by customer-submitted mistakes are not eligible for a return, exchange, replacement, or refund.

Color and Placement Differences

Colors may appear differently on a finished product than they do on a phone, tablet, or computer screen.

Minor variations may occur because of screen settings, printing methods, materials, product dimensions, and manufacturing processes.

Reasonable differences in color, sizing, cropping, and placement are not considered defects.

Lost or Delayed Packages

Shipping times are estimates and are not guaranteed.

If tracking suggests that a package may be lost, contact us at Support@pawlinkr.com so we can help investigate.

A delayed package is not automatically eligible for a refund.

If an order cannot be shipped within the promised timeframe, we will handle the order in accordance with applicable law.

Packages Marked as Delivered

Orders marked as delivered by the shipping carrier are not automatically eligible for a refund or replacement.

Customers should first:

Check the delivery area, mailbox, porch, garage, or other possible locations.
Ask household members and neighbors.
Contact the shipping carrier or local post office.
Allow until the end of the delivery day for the package to appear.

We will make reasonable efforts to help investigate missing packages.

Unauthorized Returns

Do not mail a product back without written authorization.

Unauthorized returns will not be accepted, exchanged, or refunded.

Chargebacks and Payment Disputes

Please contact us before filing a chargeback or payment dispute so we have an opportunity to investigate the issue.

We may provide order records, customization information, tracking details, customer communications, and proof of production or delivery to the payment provider reviewing the dispute.