Shipping policy
This shipping policy explains how Your Custom Photo processes, ships, and delivers orders. By placing an order, you agree to the terms below.
1. Where your order ships from
We ship from two locations:
- USA facility: custom photo diamond painting kits and custom photo paint by numbers kits are made to order here.
- International warehouse: ready-made diamond painting kits, mini sets, accessories, custom punch needle kits, and custom jigsaw puzzles.
Which location ships your order depends on the product. This is decided by us and cannot be requested or changed.
2. Processing time
Orders are processed within 1 to 2 business days (Monday to Friday, excluding public holidays). Custom kits may need a little extra production time. In November and December, processing can take longer because of high order volumes.
The delivery estimates below include processing time and are counted from the day you place your order.
As soon as your order ships, you receive a shipping confirmation email with tracking information.
3. Shipping costs
Standard shipping is free on every order, in the United States and internationally. For orders outside the United States, any import duties, customs fees, or taxes charged by your country are the customer's responsibility.
4. Estimated delivery times
United States
- Custom photo diamond painting and paint by numbers kits (made in the USA): 3 to 6 business days.
- Ready-made kits, mini sets, accessories, custom punch needle kits, and custom puzzles (international warehouse): 9 to 15 business days.
Outside the United States
- All products: 9 to 15 business days.
Delivery times are carrier estimates and are not guaranteed. They can vary with carrier performance, weather, seasonal congestion, customs processing, or other circumstances beyond our control. Your Custom Photo does not guarantee specific delivery dates unless explicitly stated at checkout. Estimated delivery times do not create a contractual obligation to deliver within a specific timeframe, and no rights can be derived from them.
5. Shipping address
You are responsible for providing a complete and accurate shipping address at checkout.
Need to change your address? Contact us right away at info@yourcustomphoto.com. Once an order has shipped, we can no longer change the address.
We are not responsible for incorrect addresses entered by the customer, failed delivery attempts due to incomplete information, or orders delivered to the address provided at checkout. Orders returned to us because of incorrect address details or failed delivery attempts may incur a restocking and return fee, or be reshipped at the customer's expense.
6. Shipping restrictions
Items shipped from our international warehouse may not be deliverable to:
- P.O. Boxes
- APO/FPO/DPO military addresses
- Remote locations such as Alaska and Hawaii
Shipments from our USA facility are mainly delivered by USPS and generally do not have these restrictions. If an address is undeliverable, we may ask you for an alternative address before shipping.
7. Lost or damaged packages
Every order includes free shipping protection for packages that are lost or damaged in transit. In those cases we offer a replacement shipment or a refund.
The following are not considered lost in transit:
- Packages marked as delivered by the carrier
- Packages delivered to the address provided at checkout
- Theft after confirmed delivery
- Delays caused by customs or carrier congestion
Please choose a secure delivery location.
8. Returns and refunds
For returns, refunds, and information on non-returnable custom items, see our return and refund policy.
9. Limitation of liability
Your Custom Photo is not liable for delays caused by carriers, customs authorities, weather conditions, or other circumstances beyond our control. Estimated delivery times are not guaranteed and do not constitute a contractual obligation to deliver within a specific timeframe.
10. Questions
We're happy to help. Email us at info@yourcustomphoto.com or use the form on our contact page.