Return & Refund Policy

Last Updated: September 30, 2026

At BridgeCustom (https://bridgecustom.com), every item is custom-made, printed on demand, and personalized uniquely for you. Because of the individualized nature of our products, our return and refund guidelines differ slightly from standard off-the-shelf retail.

Please review our policy below before placing an order.

1. Order Modifications & Cancellations

Because your order is custom-crafted, production begins shortly after payment verification:

• 2-Hour Modification Window: You may request changes to your personalization details, shipping address, or request an order cancellation within 2 hours of purchase by contacting us at support@bridgecustom.com.

• After 2 Hours: Once the design has entered our automated printing queue or production facility, the order cannot be modified, canceled, or refunded.

2. Personalized & Custom Items (Non-Returnable)

• Every piece is personalized with your submitted names, dates, text, or photos. Therefore, we do not accept returns or offer refunds for:

  • Customer errors in personalization (e.g., misspelled names, incorrect dates, or low-resolution image uploads provided by the customer).

  • Incorrect size selection (please consult our detailed size guides on product pages before ordering).

  • Change of mind, buyer’s remorse, or delays caused by incorrect shipping addresses entered at checkout.

3. Replacements & Refunds for Damaged, Defective, or Incorrect Items

We stand behind the quality of our craftsmanship. If your item arrives with an issue caused by our production or logistics partners, we will make it right immediately with a free replacement or a full refund.

Eligible Conditions:

• The item arrived physically damaged or broken.

• The print is visibly defective, blurry (due to machine error), misaligned, or peeled.

• The wrong product, size, or color was delivered (differing from your order confirmation).

• The printed customization differs from what you submitted during checkout.

How to File a Claim:

1. Contact our support team at support@bridgecustom.com within 7 business days of receiving your package (as indicated by carrier tracking).

2. Include your Order Number and clear photos/videos showing:

   • The defective area or damage.

   • The shipping label on the original packaging.

3. Our team will review your request within 24 – 48 business hours.

4. No Need to Return the Physical Item: To save your time and reduce environmental impact, you do not need to ship damaged or misprinted items back to us. Once approved, we will immediately produce and dispatch a replacement or issue your refund.

4. Refund Processing Time

• If a refund is approved, it will be processed back to your original payment method within 3 – 5 business days.

• Depending on your financial institution or credit card provider, please allow an additional 5 – 10 business days for the credit balance to appear on your bank statement.

• If you have not received your credit after 15 business days, please get in touch with us at support@bridgecustom.com.

5. Return Costs & Fees

• Restocking Fees: $0.00 (We do not charge any restocking fees).

• Return Shipping Fees: Because eligible claims are resolved via photographic verification and direct replacement/refund without requiring physical return shipments, customers incur $0.00 in return postage.

6. Lost Shipments

If tracking confirms delivery but you cannot locate the parcel, please verify your surroundings, check with neighbors, and wait 24 hours. If the package remains missing, contact support@bridgecustom.com within 14 days of the marked delivery date so we can open a carrier tracer and arrange a resolution.

7. Customer Support Contact

For questions regarding returns, refunds, or replacement claims, please reach out to:

• Brand / Store Name: BridgeCustom

• Website: https://bridgecustom.com

• Email Support: support@bridgecustom.com

• Service Hours: Monday – Friday | 9:00 AM – 6:00 PM (EST)

• Business Address: 30 N Gould St Ste N, Sheridan, WY 82801