Customer help
Find the details you need before ordering, or get help with an existing purchase.
Choosing your jewelry
Materials, finishes, sizes and personalization options vary by product. Review the details on your chosen product page and select the available options before adding it to your bag. For a special request, contact us before ordering.
Orders and shipping
How long will my order take?
Most personalized name pieces take 3–7 business days to process. Shipping time is additional and depends on the selected delivery method and destination. See the shipping policy for current fees and delivery estimates.
How can I track my order?
Use your order number and billing email on the order tracking page. You can also review orders in My account. Tracking information is emailed when your order ships.
Can I change an order or delivery address?
Contact us with your order number and the requested change as soon as possible. The team will check the status of your order and explain the available options.
Returns and order support
What is the returns policy?
Read the published returns policy for eligibility, exclusions and the return process. Contact us before sending a return so the team can provide the correct instructions.
What if an item arrives damaged or incorrect?
Contact support with your order number, a description of the issue and clear photos of the item. The team will review the details and advise you on the next steps.
Shipping, returns and shopping FAQ
How long does Customize Names take to make a personalized order before shipping?
Most personalized name pieces are made to order. Processing takes 3–7 business days before shipping, according to the Customize Names Shipping Policy and Customer Help pages.
How much is shipping from Customize Names, and when is shipping free?
Customize Names offers free shipping on eligible orders over $49.99. Standard shipping is $6.90. Urgent shipping is $29.99 by air freight. Available delivery services and charges for your destination are shown at checkout (Shipping Policy).
How long does shipping take to the United States, Canada, or Australia?
Customize Names ships worldwide, subject to regional delivery restrictions. Once shipped, free or standard delivery takes an estimated 10–25 business days, and urgent delivery takes an estimated 5–9 business days by DHL or another air-freight service. Add 3–7 business days of made-to-order processing before shipping. These times are estimates and are not guaranteed. The live Shipping Policy publishes these worldwide ranges rather than separate country tables.
Who pays customs duties and import taxes for orders to Canada or Australia?
Import taxes, duties, and customs fees are determined by the destination’s customs authorities and are the recipient’s responsibility. Customize Names does not cover these charges (Shipping Policy).
What is the Customize Names return policy?
Customize Names has a 30-day return policy from the carrier delivery date. To be eligible, items must be unworn or unused, with tags, in original packaging, with proof of purchase. The policy states all products can be returned unopened (unless defective) within 30 days. Email support@customizenames.com first; after approval you receive a return shipping label and address. The customer pays return shipping unless the item is defective or the wrong item was shipped. Original shipping fees are non-refundable. Items sent back without requesting a return are not accepted (Refund and Returns Policy).
How long do Customize Names refunds take?
After Customize Names receives and inspects your return, you are notified if the refund is approved. Approved refunds are issued to the original payment method within 10 business days. Banks or card issuers may take additional time to post the refund. If more than 15 business days have passed since approval, contact support@customizenames.com (Refund and Returns Policy).
What materials and finishes does Customize Names use?
Customize Names describes its core materials as 925 sterling silver with 24K gold or rose gold plating (About Us). Product finishes are commonly offered as 925 sterling silver, 24K gold plated over 925 sterling silver, and rose gold plated over 925 sterling silver. Some styles are stainless steel where listed on the product page. Birthstone collection copy describes simulated birthstones. The Celebrity Moissanite Signet Ring with Initial (product 10499) features moissanite with an approximate total carat weight of 0.50 ctw. Some designs, such as the Freshwater Pearl Initial Necklace, include freshwater pearl as listed on the product page. Materials, sizes, and personalization options vary by product—check each listing.
What chain lengths are available?
Chain lengths and sizes vary by product. Review the options on each product page before ordering. Some name necklace listings specify chain lengths of 14″, 16″, 18″, 20″, and 22″.
How do I personalize a Customize Names jewelry piece?
Open the product page, choose the available finish and personalization options (such as a name, initial, or date), then add the item to your bag. For a special request, contact Customize Names before ordering. Because pieces are made to order, check spelling carefully at checkout (Customer Help).
How do I track a Customize Names order?
Use your order number and billing email on the order tracking page at https://customizenames.com/order-tracking/, or review orders in My Account. Tracking information is emailed when the order ships (Customer Help / Shipping Policy).
What payment methods does Customize Names accept?
At checkout, Customize Names surfaces PayPal, Visa, Mastercard, Apple Pay, and Google Pay among available payment options. The exact methods offered can depend on your device and location at checkout.
How do I contact Customize Names customer support?
Email support@customizenames.com. Customer service hours are Monday–Friday, 9:00 AM–6:00 PM. Replies may take longer on weekends and holidays (Contact Us).
Still need help?
Email support@customizenames.com or visit Contact us. Include your name and order number if your question relates to a purchase.