F.A.Q.
What if my mug arrives broken?
We’re happy to offer a refund or replacement for broken mugs. Please provide:
- Order number
- Recipient’s last name
- A clear photo of the damaged item
Requests must be submitted within 30 days of the shipping date.
What if my item has a misprint?
If you receive a misprinted item, we can offer a refund or replacement. Please provide:
- Order number
- Recipient’s last name
- A clear photo of the misprint
Requests must be submitted within 30 days of the shipping date.
What if I received the wrong item?
If you receive an incorrect item, we can issue a refund or send a replacement. Please provide:
- Order number
- Recipient’s last name
- A clear photo of the incorrect item
Requests must be submitted within 30 days of the shipping date.
What if an item is missing from my order?
We can replace missing items. Please provide:
- Order number
- Recipient’s last name
- A photo of the packaging along with any remaining items
Requests must be submitted within 30 days of the shipping date.
Can I get both a replacement and refund for my order?
No. You can have either a replacement - which is at our cost - or a full refund.
What if the wrong shipping method was used?
If an incorrect shipping method was selected, we will need to cancel the order so you can place a new one with the correct shipping method.
What if the wrong size or item in my order. Can you change it for me?
If an incorrect size of item or item in general was selected, we will need to cancel the order so you can place a new one with the correct item/size.
Can I create a mockup for my products?
Yes! You can use our Mockup Generator available on CustomHappy.com. Please note that we cannot print directly from the mockup, but you are welcome to use them for your listings and custom orders.
We only print from art files that are a PNG, 5 MB, at 300 DPI.
Does CustomHappy provide templates?
Yes, templates for most products are available on CustomHappy.com within each product listing.
Are bulk order discounts available?
If you have a large order of over 200 pieces, please reach out to us, and we’ll see what we can do for you! 😊
What is the 'Front' placement on mugs?
The handle to the LEFT is considered the front of the mug.
Does CustomHappy issue refunds?
Refunds are considered on a case-by-case basis, provided there is accompanying photographic evidence. Requests must be made within 30 days from the shipping date.
Will my replacement order have tracking?
Yes! Tracking numbers for replacements are typically available within 1-3 business days after the replacement is set up.
Where is my order / What does my tracking update mean?
If you need assistance with your order’s status, please provide:
- Order number
- Recipient’s last name
Can I add a message in the "Company Name" field?
No, do not use the Company Name field for gift messages. This may:
- Void the shipping label
- Prevent the package from being delivered
- Prevent us from generating a shipping label
Packages that are undeliverable due to a gift message in the Company Name field will not be eligible for refunds or replacements.
Shipping Address Guidelines
Please double-check your shipping details before placing an order to ensure successful delivery.
✅ Include the following:
- First and last name
- Complete address (including house/building number)
- Apartment or suite number (if applicable)
- City, state, and ZIP code (for U.S. orders)
- For international orders requiring tax details, please send the information along with your order number to customhappystore@gmail.com so we can properly fill out the customs declaration form.
🚨 If you're unsure about your address format, contact us before placing the order.
What if I received a bad review?
We understand that negative reviews can be frustrating. However, over time, they become less impactful.
For Etsy sellers, we recommend:
- Working with the buyer to find a solution (e.g., a 50% refund or a replacement).
- Responding professionally - your reply is not just for the original buyer, but also for future customers who read your reviews.
- Clearly stating your customer service actions in an understanding and solution-focused tone.
This approach won’t guarantee a review update, but it reflects your commitment to customer satisfaction.
💌 Need Further Assistance?
For any other questions, please contact us at customhappystore@gmail.com with your order number and a brief description of your issue.
Thank you for choosing CustomHappy! 😊