Custom Order Policy

Filling out the Custom Projects form starts a conversation, not an order. Nothing is charged when you submit it — payment only happens later, after we've agreed on a design and price together.

1. You submit a Custom Project request with your idea and any reference files.
2. We receive the details and files.
3. You get a confirmation that we received your request.
4. We review what you've submitted.
5. We reply within 1 business day.
6. We discuss the design and details by email.
7. We establish pricing for your specific project.
8. You approve the final design and order.
9. Payment is handled after we've agreed on the design and price.
10. Production begins.

Before you approve a final design, we're glad to work through unlimited reasonable revisions by email — the goal is a design you're genuinely happy with before anything goes into production.

Once you approve the design and production begins, the same production-change logic used for builder orders applies. Changes requested after production has begun may require a $25 modification fee if parts need to be redesigned or reprinted.

See the Returns, Refunds & Cancellations policy for the full details on changes and cancellations.

Once a custom design is approved, physical production is typically similar in length to our standard made-to-order timeline. Shipping follows the same Shipping Policy as every other order.