Order Policies

💗 Deposits & Payments

Book with a 50% non-refundable deposit, or pay in full upfront. The remaining 50% is due within 3 calendar days once Creative Customs and the customer both approve the custom design. Late payment may delay your order or completion date.

All payments go through our website. Production starts only after full payment is made.

⏰ Processing & Rush Orders

• Small treats/favors: 4–6 business days
• Standard party packages: 7–10 business days
• VIP Deluxe: 10–14 business days
• Clothing/shoes: 1–3 weeks

Production and processing time start once your order is fully paid, we have all required details and items, and you and Creative Customs have approved any personalized design, including images, names, birthdays and spelling.

Rush: $60 for eligible party orders; $100 for clothing. Approval required; a rush date is guaranteed only when we confirm it.

🎨 Designs & Changes

Check names, photos, spelling, colors and sizes. One small change is free within 24 hours of booking, before work starts. Extra changes may cost more; a new theme/design may need a new quote. Changes may be unavailable after production starts.

Character and hand-painted outfits do not need preview approval. Send your ideas, and Creative Customs will handle the rest. Custom faces, names, birthdays and other personalized details require approval before production.

🚫 Cancellations & Refunds

Custom orders are final sale; 50% deposits are non-refundable.

No cancellations once the deposit is paid—for party orders, clothing and shoes—even if production has not started. Customers who cancel or abandon confirmed clothing orders cannot book future orders.

One date change may be approved. For our mistakes, we provide free corrections, store credit or an approved refund.

📦 Delivery & Shipping

Delivery may be available for an extra fee. Standard shipping starts at $8; express at $29. Final cost depends on location and package size. International shipping is quoted separately. Before ordering, use our Request a Quote form and include your country, city, postal code and items. We confirm destination availability, shipping costs and payment instructions before booking. International destinations are not currently enabled in standard checkout.

Extra shipping charges need your approval; overpayments are refunded. Express shipping does not shorten production. Carriers may cause delays; lost/damaged packages are reviewed individually.

All balances and shipping fees must be paid before pickup, delivery or shipping.

💕 Pickup & Storage

Local pickup is by appointment in the Pittsburgh area. There is no walk-in pickup location. Contact Creative Customs before ordering to confirm your meeting place and time. After approval, choose “Ship” at checkout and select “Pittsburgh local pickup — prior approval required.” This option does not include shipping. Please collect your order on the agreed date and contact us ahead of time if you need another date.

If your order has not been picked up, a $5 daily storage fee begins on the fourth day after the agreed pickup date and continues until pickup. For example, if pickup is Monday, fees begin Friday.

Storage fees must be paid before you can collect your order.

✨ Problems & Important Reminders

Contact us within 48 hours with clear photos if something is wrong. Fixes for our mistakes are free. Misuse or improper-care damage is not covered.

Send clear photos and accurate order details. Creative Customs allows you to bring your own items. Items must be clean, undamaged, suitable for production and received before production starts.

For custom shirts, printed colors may vary depending on the printing process and the shirt’s color. Colors may also look slightly different on screen and in person.