FAQs

1. PRODUCT & PRODUCTION

Are your shoes pre-made?
No. All items at Cuztomshoes are made-to-order. This means we handcrafted and print your shoes specifically for you once the order is placed. This ensures the highest quality and uniqueness for every customer.

Why do my shoes have a specific scent upon arrival?
Because our shoes are packaged shortly after the printing and assembly process, you may notice a "new material" or ink scent. This is a hallmark of freshly crafted, custom-printed footwear. We include a deodorizing insert in every box. Simply let your shoes air out in a well-ventilated area for 2–3 days, and the scent will naturally dissipate.

2. SHIPPING & DELIVERY

How long does delivery take?
Total Delivery Time = Production Time (5-7 business days) + Shipping Time.
- USA: 12 – 17 business days.
- Canada, Australia, UK, EU: 15 – 22 business days.
- Other locations: 2 – 4 weeks depending on local customs clearance.

Do you ship to Military Bases (APO/FPO)?
Currently, our logistics partners cannot deliver to US Military bases (APO/FPO/DPO). We recommend using a standard residential or business address.

Will my items arrive in one package?
To ensure the fastest delivery, items from the same order may be shipped from different specialized manufacturing units. You may receive multiple packages; rest assured, all your items are on their way.

3. TRACKING YOUR ORDER

How can I track my parcel?
Once shipped, a tracking number will be sent to your email. You can track your order via:
- USPS: www.usps.com (For US customers)
- FedEx: www.fedex.com
- Global Tracking: www.17track.net

My tracking says "Delivered" but I don't have my package.
Please check with your family members or neighbors first. If the status is "Delivered," kindly contact your local post office or carrier directly as they will have the most accurate information regarding the final drop-off point. Cuztomshoes is not responsible for packages stolen after confirmed delivery.

4. MODIFICATIONS & CANCELLATIONS

Can I change or cancel my order?
You have a 2-hour window from the time of purchase to request a modification or cancellation. After 2 hours, your order enters our automated production system and cannot be altered.
*Note: A 20% management and transaction fee applies to all cancellations.

5. PAYMENT & SECURITY

Is my personal information secure?
Absolutely. Cuztomshoes adheres to the highest industry standards. Your checkout process is protected by SSL (Secure Socket Layer) technology, which encrypts your payment details. We partner with Shopify Payments and Stripe to ensure your data is never stored on our servers.