FAQ

Order Questions

What are the estimated delivery times on my orders?

Delivery time guarantees for orders placed during the months of November and December will only apply to orders using Express Line Shipping products. All other orders placed with standard shipping will not be eligible for replacement or refund until 60 days has elapsed. We encourage all sellers to switch to Express Line Shipping to avoid costly delays during the Holidays.

Pillow Covers

Production Time: 2-4 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries pillow orders that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. Learn more here.

International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

International pillow orders that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. Learn more here.

Cloth Tote Bags

Production Time: 2-4 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries cloth tote orders that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. Learn more here.

International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

International cloth tote orders that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. Learn more here.

Crew Socks

Production Time: 2-4 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries crew sock orders that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. Learn more here.

International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

International crew sock orders that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. Learn more here.

Leather Tote Bags and Handbags

Production Time: 4-6 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries bag orders that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. Learn more here.

Other International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

Other international bag orders that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. Learn more here.

Canvas Saddle Bags

Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries bag orders that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. Learn more here.

Other International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

Other international bag orders that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. Learn more here.

Canvas Shoes

Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries bag orders that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. Learn more here.

Other International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

Other International shoe orders that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. Learn more here.

Premium Suede Boots

Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries bag orders that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. Learn more here.

Other International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

Other International shoe orders that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. Learn more here.

Sneakers

Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries bag orders that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. Learn more here.

Other International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

Other International shoe orders that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. Learn more here.

Premium Suede Boots

Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries bag orders that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. Learn more here.

Other International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

Other International shoe orders that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. Learn more here.

Flip Flops

Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries bag orders that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. Learn more here.

Other International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

Other International shoe orders that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. Learn more here.

Womens Casual Shoes

Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries bag orders that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. Learn more here.

Other International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

Other International shoe orders that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. Learn more here.

Premium Slipons

Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries bag orders that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. Learn more here.

Other International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

Other International shoe orders that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. Learn more here.

Which countries have EMS delivery with destination tracking available?


United States, Australia, Canada, France, United Kingdom, Israel, Germany, Austria, Belgium, Brazil, Switzerland, Denmark, Spain, Finland, Greece, Hungary, Ireland, Italy, Japan, Korea (South), Luxembourg, Mexico, Myanmar, Netherlands, Norway, New Zealand, Poland, Portugal, Russian Federation, Sweden, Singapore, Turkey, Ukraine.

When will my customers recieve tracking information on their orders?
Tracking numbers will be made available within the specified time frames below and will be automatically sent to customers via the email provided in their order.

Pillow Covers: 5-7 days after order processing.

Cloth Tote Bags: 5-7 days after order processing.

Crew Socks: 5-7 days after order processing.

Leather Tote Bags: 7-10 days after order processing.

Shoulder Handbags: 7-10 days after order processing.

Canvas Saddle Bags: 7-10 days after order processing.

Canvas Shoes: 7-10 days after order processing.

Premium Suede Boots: 7-10 days after order processing.

Sneakers: 7-10 days after order processing.

Slipons: 7-10 days after order processing.

Womens Casual Shoes: 7-10 days after order processing.

Flip Flops: 7-10 days after order processing.

Please reference the Tracking Number Policy for more detailed information regarding tracking numbers.

Why isn't the tracking data showing on my customer's tracking number?
For U.S. orders tracking numbers may take up to 7 days after an order has been processed for tracking data to show. Make sure your customer is being taken to the correct tracking website which can be found at www.17track.net/en.
For international orders tracking numbers may take up to 10 days after an order has been processed for tracking data to show. Make sure your customer is being taken to the correct tracking website which can be found at www.17track.net/en. Be advised, international orders are non-refundable once shipped and will not show destination delivery data.

To ensure customers are being taken to the correct tracking website please make sure to install the CustomEver Email Confirmation Scripts in your store which can be found here.

You can also reference our comprehensive guide on how to handle customer service regarding this issue here.

My customers are getting impatient waiting for their order. What should I do?
If your customers are getting impatient while waiting for their order to arrive don’t worry. Most of the time your customer just wants to know somebody in your company cares and is there to let them know their item(s) are on their way.
We have provided a stall sequence for you to use that can help keep your customers calm and content while waiting for their goods to arrive. You can download this stall sequence here.

If it has been more than 7 days on a U.S. order or more than 10 days on an international order and your customer’s tracking data is still not showing, please get in contact with the CustomEver Support Team.

My customer received a damaged/flawed/incorrect order. What should I do?
If your customer received a damaged/flawed/incorrect order in the mail, CustomEver is here to support you. First, you should prequalify your customer and ask them for a picture for proof and then ask them if they would like a replacement sent or a refund on the affected items.
Once you have come to a resolution with your customer please contact the CustomEver Support Team where we can assist you with sending a replacement order or a refund on the affected items.

We have provided a customer service script on how to handle this exact situation. You can view this script here.

My customer would like to change their order. What should I do?
Order modifications may only be made if an order is Pending or On-Hold. Once an order has passed into In-Production no order modifications are allowed.
If your customer would like to change their order and it is still in the Pending or On-Hold folder you can make the order modifications using the CustomEver Fulfillment App.

An incredibly detailed video guide on how to handle each situation can be found at the below links: