FAQ
Customer Support
How do I get help for my order?
Cancellation or/and modification of orders can only be done manually via our staff, provided that our Warehouse Team has not processed your order.
As our Support Team might not be available during non-working days and weekends, please place your order wisely.
Should you really need to cancel or/and modify your order after purchase, please contact us via our support email (support@howcustom.com) or website chat. We will help you with the changes if that could be done.
In general, upon receiving your parcel, please confirm the contents of the package and ensure that the package is in good condition before signing for it. All customers are strongly advised to take an unboxing video of their parcel and packaging when opening their parcels and products.
For faulty/missing items, please send an email to support@howcustom.com for after-sale services. The following details are required.
Send an email to support@howcustom.com with an appropriate Subject Title
Provide your order number and state the issue clearly
Attach photos and videos to show that your product is faulty/missing. Shipping details on the parcel packaging have to be clearly visible.
How do I cancel my order?
Cancellation or/and modification of orders can only be done manually via our staff, provided that our Warehouse Team has not processed your order. Orders that have been shipped cannot be cancelled and modified.
As our Support Team may not be available during non-working days and weekends, please place your order wisely as support cannot be guaranteed for such requests.
Should you really need to cancel or/and modify your order after purchase, please contact us via our support email (support@howcustom.com) or website chat. We will help you with the changes if that could be done.
Return FAQ
Where should I send the product for the return process?
To initiate the return shipment, kindly send an email to support@howcustom.com within 30 days upon receiving the sealed product(s).
When must the product be returned after receiving RMA form and details?
After receiving the return instructions from us via email, kindly arrange the return shipment of the parcel within 5 working days, and update us with the tracking link via email again. Failure to do so will result in a cancellation of the return process.
When will i receive my refund after returning the product?
In most cases, after receiving and inspecting the returned product, your refund will be processed within 5 business days. Refunds may incur a currency exchange loss or transaction fee, depending on your source of payment (e.g. Bank or PayPal). HowCustom will not be responsible for such fees.
Shipping
What shipping companies do you use?
We collaborate with these courier companies:
Standard Shipping: USPS/ePacket/Registered Postal Air Mail etc.
Do I get tracking details for my order?
After placing an order, you will receive the order confirmation email. After your order has been shipped out, you will also receive a tracking email. You can track your order via the tracking number online. Should you not have received the emails or face any difficulties tracking your order, please kindly contact us for support.
For more than 1 orders placed under the same account and shipping address, HowCustom will automatically combine the orders and ship them out via one tracking number. Should you have special requests to have the orders shipped separately, please kindly contact us via our website's chat. We will do our best to help.
What happens if the parcel has been shipped but not delivered?
First, kindly contact your local courier using the local tracking number.
If your parcel were to be in transit for at least 3 months, it may have been lost in transit.
Customers are to bear the consequences and fees incurred, if the parcel was undelivered due to any of the following situation:
Wrong address or phone number provided by recipient
Recipient was uncontactable when courier company contacted
Refusal to sign for the package by recipient
Lost or damaged parcel because recipient opted for “no-signature delivery”
Refusal to pay for the local tax/processing fee by recipient
Refusal to provide supporting documents for custom clearance by recipient
Who will pay for the import tax/custom fees?
Customers have to bear any form of custom/import/processing fees that are applicable for your parcel.
Should you be unwilling to pay for the fees and reject the delivery of the parcel, you will still have to pay for the shipping cost. HowCustom will only refund the amount of your order after deducting the two-way shipping fees incurred.
How long does it take to receive the order after it is placed?
For in-stock products, your order will be shipped within 3 working days. You may check with our staff regarding the in-stock status of any products.
Customized items will take a longer time. Please contact our staff for more information.
On normal non-sale days, once your parcel has been shipped out:
For Standard Shipping, it takes about 2-4 weeks for items to be delivered after shipping out.
For some countries, it might take up to 1 months, depending on your country, its customs and other factors.
* The duration for transit is something beyond our control.HowCustom will not be making refunds for such cases. Please consider an upgrade to Express Shipping or keep the waiting time in mind.
For Express Shipping, it takes about 3-7 days for items to be delivered after shipping out.
*Note: Timings might be affected due to festive seasons or other unforeseen circumstances
Which countries do you ship to?
We are generally able to ship to most countries via Express Shipping, and many countries via Standard Shipping. You may clarify this with our team to check whether Standard Shipping is available to your country.
We cannot ship to addresses that are "PO boxes or APO/FPO".
How do I get help for my order?
Cancellation or/and modification of orders can only be done manually via our staff, provided that our Warehouse Team has not processed your order.
As our Support Team might not be available during non-working days and weekends, please place your order wisely.
Should you really need to cancel or/and modify your order after purchase, please contact us via our support email (support@howcustom.com) or website chat. We will help you with the changes if that could be done.
In general, upon receiving your parcel, please confirm the contents of the package and ensure that the package is in good condition before signing for it. All customers are strongly advised to take an unboxing video of their parcel and packaging when opening their parcels and products.
For faulty/missing items, please send an email to support@howcustom.com for after-sale services. The following details are required.
Send an email to support@howcustom.com with an appropriate Subject Title
Provide your order number and state the issue clearly
Attach photos and videos to show that your product is faulty/missing. Shipping details on the parcel packaging have to be clearly visible.
How do I cancel my order?
Cancellation or/and modification of orders can only be done manually via our staff, provided that our Warehouse Team has not processed your order. Orders that have been shipped cannot be cancelled and modified.
As our Support Team may not be available during non-working days and weekends, please place your order wisely as support cannot be guaranteed for such requests.
Should you really need to cancel or/and modify your order after purchase, please contact us via our support email (support@howcustom.com) or website chat. We will help you with the changes if that could be done.
Return FAQ
Where should I send the product for the return process?
To initiate the return shipment, kindly send an email to support@howcustom.com within 30 days upon receiving the sealed product(s).
When must the product be returned after receiving RMA form and details?
After receiving the return instructions from us via email, kindly arrange the return shipment of the parcel within 5 working days, and update us with the tracking link via email again. Failure to do so will result in a cancellation of the return process.
When will i receive my refund after returning the product?
In most cases, after receiving and inspecting the returned product, your refund will be processed within 5 business days. Refunds may incur a currency exchange loss or transaction fee, depending on your source of payment (e.g. Bank or PayPal). HowCustom will not be responsible for such fees.
Shipping
What shipping companies do you use?
We collaborate with these courier companies:
Standard Shipping: USPS/ePacket/Registered Postal Air Mail etc.
Do I get tracking details for my order?
After placing an order, you will receive the order confirmation email. After your order has been shipped out, you will also receive a tracking email. You can track your order via the tracking number online. Should you not have received the emails or face any difficulties tracking your order, please kindly contact us for support.
For more than 1 orders placed under the same account and shipping address, HowCustom will automatically combine the orders and ship them out via one tracking number. Should you have special requests to have the orders shipped separately, please kindly contact us via our website's chat. We will do our best to help.
What happens if the parcel has been shipped but not delivered?
First, kindly contact your local courier using the local tracking number.
If your parcel were to be in transit for at least 3 months, it may have been lost in transit.
Customers are to bear the consequences and fees incurred, if the parcel was undelivered due to any of the following situation:
Wrong address or phone number provided by recipient
Recipient was uncontactable when courier company contacted
Refusal to sign for the package by recipient
Lost or damaged parcel because recipient opted for “no-signature delivery”
Refusal to pay for the local tax/processing fee by recipient
Refusal to provide supporting documents for custom clearance by recipient
Who will pay for the import tax/custom fees?
Customers have to bear any form of custom/import/processing fees that are applicable for your parcel.
Should you be unwilling to pay for the fees and reject the delivery of the parcel, you will still have to pay for the shipping cost. HowCustom will only refund the amount of your order after deducting the two-way shipping fees incurred.
How long does it take to receive the order after it is placed?
For in-stock products, your order will be shipped within 3 working days. You may check with our staff regarding the in-stock status of any products.
Customized items will take a longer time. Please contact our staff for more information.
On normal non-sale days, once your parcel has been shipped out:
For Standard Shipping, it takes about 2-4 weeks for items to be delivered after shipping out.
For some countries, it might take up to 1 months, depending on your country, its customs and other factors.
* The duration for transit is something beyond our control.HowCustom will not be making refunds for such cases. Please consider an upgrade to Express Shipping or keep the waiting time in mind.
For Express Shipping, it takes about 3-7 days for items to be delivered after shipping out.
*Note: Timings might be affected due to festive seasons or other unforeseen circumstances
Which countries do you ship to?
We are generally able to ship to most countries via Express Shipping, and many countries via Standard Shipping. You may clarify this with our team to check whether Standard Shipping is available to your country.
We cannot ship to addresses that are "PO boxes or APO/FPO".