FAQs

PLEACE AN ORDER

1. How do I place an order?
Welcome to Greatestcustom. Thank you so much for your interest in our products. You can carry out the following steps to complete your order:

Step 1: Visit our website at Greatestcustom.com
Step 2: Choose the product that you are interested in
Step 3: Complete all required information
Step 4: Adjust the quantity of product
Step 5: Click Buy it now
Step 6: Process payment and apply a discount code (if you have) to complete purchasing
Step 7: Receive your confirmation email/message when your order is successful

For Personalization Order: After placing an order, we will send a preview of order to your email withins 1-2 business days to confirm before printing (please also check your JUNK MAIL).

If you do not respond the preview email within 12 hours, the order will be fulfilled and shipped out and we will not take responsibility after that time.
If you need any further assistance, please contact our customer service team via support@greatestcustom.com

2. I have been browsing your website and cannot find the option(s) I want. What can I do?
You cannot find the option(s)/product(s) you want because you might have missed them somehow or unfortunately they aren’t currently available.
Please contact our customer service team via support@greatestcustom.com to tell us the option(s)/product(s) you are looking for, we will direct you to exactly where you can find them or consider adding unavailable ones to our website.

3. I cannot find the option(s) I want. Can I request new option(s)?
If you cannot find the option(s) I want, please contact our customer service team via support@greatestcustom.com to add them or to be suggested with some alternative options.

4. Is there a size chart? Are you showing men’s or women’s sizing?
You can refer to the sizing chart specific for the product you are interested in. Greatest Custom’s apparel is mainly unisex, except those exclusive for men/women or kids.

Our sizing chart: https://greatestcustom.com/pages/sizing-chart

If you need any further assistance, please contact our customer service team via support@greatestcustom.com

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PAYMENT

1. What are our accepted payments?
As your concern, please visit https://greatestcustom.com/pages/payment-method and follow the instruction to place an order through credit card.

If you need any further assistance, please contact our customer service team via support@greatestcustom.com.

2. My payment was rejected. What should I do?
Payment Error: (15005) - Processor Decline - This transaction cannot be processed.
This is an indication that the transaction has been declined by the bank that issued your card. We would like to recommend that you reach out to your bank to ask why the transaction wasn't approved.

If you need any further assistance, please contact our customer service team via support@greatestcustom.com.

3. My card was charged an international transaction fee. What should I do?

International transaction fees are legal, and depending on the card issuer's policy, you may be charged additional fees. this belongs to the card issuer and we do not charge this extra fee.

If you need any further assistance, please contact our customer service team via support@greatestcustom.com.

4. How secure is my personal information?
Greatestcustom adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store.

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

If you need any further assistance, please contact our customer service team via support@greatestcustom.com.

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CANCEL & MODIFY ORDER

1. How can I modify my order after placing an order?

We can contact us at support@greatestcustom.com to request a modification on your order. Please include the order ID/ contact information to search your order and describe specifically what you would like to change. We would suggest you send visual images for reference. We will contact you to confirm the changes before processing the order, or ask for additional information if necessary.

Please note:
You must send a modification request within 2 hours of order submission. Otherwise, your order will automatically be imported into our production system and will be processed for ship as soon as possible. We are unable to modify an order after it is sent to our production software.
When we process your request, your order will be held, so delays may occur and affect the arrival time.

2. How can I cancel my order?
Within 2 hours of placing an order, you may be able to request a cancellation on your order. Please contact us via support@greatestcustom.com as soon as possible, we will review your request then cancel your order at a later time.

You can find further information on the Cancellation & Modification.

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SHIPPING & DELIVERY

1. How can I change my shipping address?
If you want to change the shipping address after placing an order, please contact us via support@greatestcustom.com within 2 hours after purchasing and provide a new shipping address. We will not accept any changes after orders are being processed/shipped.

2. How can I change my billing address?
Unfortunately, we are not allowed to edit the billing address on orders. However, there won't be any bill sent to the billing address and this will not affect your order.

If you need any further assistance, please contact our customer service team via support@greatestcustom.com.

3. I have not received all the items in my order. What should I do?
Check your inbox to see whether we have sent you emails informing you that all of the items in your order were shipped out. In this case, you should locate your order via the given links in your shipping confirmation emails.

Note: Remember that your purchase may have included various deliveries which will be received on different dates. Please take a moment to refer to our ETA.

If you have not received any email and your purchase did not have various deliveries, please contact our customer service team via support@greatestcustom.com and we will reply to you as soon as possible.

4. I have not received my order but the tracking info said it was delivered. What should I do?
If your order has not arrived by the delivery date, check your email as it is likely that you have received an email informing you that the order has left our warehouse.
If that is not the case, you should also query the status of your order first in Track your order. Please check whether it was left at the Mailbox/Parcel locker/Customer.

Remember that your purchase may have included various deliveries which will be received on different dates. Please take a moment to refer to our ETA.

If our advice above does not help, please contact our customer service team via support@greatestcustom.com and we will reply to you as soon as possible.

5. My order was returned to the original sender. What should I do?
Remember you should check whether your given shipping address is correct.

- The given shipping address is correct.
Maybe, the shipping carrier may not locate the provided address. We are willing to reship your order to the original address or a different address with no extra fee when we receive your order at our warehouses.
Please contact our customer service team via support@greatestcustom.com and we will reply to you as soon as possible.

- The given shipping address is incorrect.
The extra shipping fee is needed to reship your order to the correct address or a new shipping address when we receive your order at our warehouses.

Please contact our customer service team via support@greatestcustom.com and we will reply to you as soon as possible to take further steps.

Please notice to provide a correct/new address in your request.

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INCORRECT ITEMS & DEFECTIVE ITEMS

1. I received other customer’s items. What should I do?
If you have received an item which is different to the one purchased, we would like to send a correct item to address the issue.
Please contact our customer service team via support@greatestcustom.com and we will get this issue resolved as soon as possible.

Remember not to return the incorrect items.

2. I received the defective items. What should I do?
If you have received items that are defective, please contact us within 20 days since you get them
Items were defective in the case of Broken and Chipped, Scratch, Blurry Image/Print.
Please kindly take pictures or videos of the damage or defect along with a clear description of the problem, and preferred action: reshipment or refund.
Remember not to return the defective items.

Please contact our customer service team via support@greatestcustom.com and we will get this issue resolved as soon as possible.

3. I received the items that are not as described. What should I do?
If you have received items that are not as described, please take some below steps:

Check your confirmation email and the image we show on our site. Let us know which difference between our sample image and the item you received?
Take pictures or videos of the items you received along with a clear description of the problem.
Contact us via mail support@greatestcustom.com and attach the pictures or videos, confirmation information about your order to get help.

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EXCHANGE & RETURN

1. I’d like to make an exchange. What should I do?
Please be noticed that we do not have an exchange policy.
If there is a problem with the product you received such as: damaged item, wrong item, print quality issue...Please keep the item, no need to return and contact us via support@greatestcustom.com to get help.

In case the mistakes were made by us, we will refund or reship your order depending on our policies and the request on your side.

2. I’d like to return my order. What should I do?
Please be noticed that we do not have a return policy.
If there is a problem with the product you received such as: damaged item, wrong item, print quality issue..no need to return. Please contact us via support@greatestcustom.com to get help.

In case the mistakes were made by us, we will refund or reship your order depending on our policies and the request on your side.

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REFUND

1. When can I expect a refund/ replacement for my order?
If an item you received meets one of the following conditions, please contact us as soon as you receive the item. We will reship your order at no cost or refund your order:

Design error: completely wrong design compared to information provided by customers on our site.
Bad quality: blurry image/print.
Damaged/lost during shipment.
Lack of quantity.

In case you received an infective/damaged item or you never get your package, please contact us via support@greatestcustom.com to request a refund or replacement within 20 business days after getting your item(s) and remember not to return the package.

2. When will I receive my refund?
Refund process may take up to 7 business days depending on your original form of payment.
If you do not receive a credit for your refund by the specified time, please contact your bank/credit card issuer company or contact us via support@greatestcustom.com to get advice.

Thank You

Greatestcustom Team