Shipping policy
Custid ("we" and "us") is the operator of (https:/custid.io) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
3.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 business days
3.2 Transit time Internationally
Generally, orders shipped internationally (standard) are in transit for 6 - 19 business days.
3.3 Dispatch Time
Orders are usually dispatched within 6 - 12 business days of payment. This allocation of time allows for the processing and production time of all orders. This time frame only serves as a guide and is not definitive.
For orders requested to be received by a particular date, this may only serve as a preference and is NOT a guarantee.
Our warehouse operates on Sunday-Thursday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
We offer an exclusive service "Priority Production" which offers expedited dispatch on your order for last minute gifts. The dispatch time is dependent on the item and item quantity in your order.
Generally for items such as Photo Charms, Love Bricks, and Polaroid Keychains, it can be shipped within 1 business day. For larger, more complex items from the Acrylic Frame, Love Loudly, and Embroidered Collection, they will be shipped in 2-4 business days, instead of the standard 6-12 business day production period for non 'priority production' orders.
3.4 Change Of Delivery Address
For a change of delivery address requests, we are unable to change the address once the order has been placed on our website.
3.5 P.O. Box Shipping
Custid is unable to offer couriers services to these locations.
3.6 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
3.7 Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
3.8 Incorrect/Incomplete Addresses - Return to Sender
If you are viewing on your tracking page that your order has been returned to sender, this may be because your address was incomplete/incorrect (no unit number, incorrect suburb-postcode combination etc).
We are charged a fee for a return ($12 for Domestic & $30 for International Parcels). If you would like your order reshipped out to you, you must pay 50% of the charged return to sender fee as well as the cost to resend out (~$9 for domestic and ~$24 for international).
If your parcel is returned at the fault of us or the shipping company, please provide us with evidence and we will resend out your order free of charge.
4. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
5. Parcels Damaged In Transit
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please view our Shipping insurance policies and if applicable to you, contact customer service with the next steps.
6. Duties & Taxes
6.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
6.2 Import Duties & Taxes
Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by customer upon arrival in the destination country
7. Cancellations
If you change your mind before your order has begun production., we are able to accept cancellations. If an order has already begun production, please refer to our refund policy.
8. Insurance
Shipping insurance is a type of insurance coverage that we offer to protect against the loss or damage of goods during transit. This insurance can be purchased by individuals or businesses who are shipping items domestically or internationally.
Shipping insurance policies typically cover various types of losses, such as damage, and loss of goods during transportation. If a loss or damage occurs during shipment, the insured party must file a claim with the insurer which can be done via the "Contact Us" form or via email or Instagram DM. The insurer will then investigate the claim and, if it is deemed valid, will provide compensation to the insured party to cover the loss or damage.
If shipping insurance was not decided on at checkout, we are not responsible for lost/damaged items during transit. Further help may be given by the shipping company as once it has left our premises, we are no longer responsible for the items.
9. Customer service
For all customer service enquiries, please submit an enquiry here.