Free shipping on custom sneaker orders

Cancellation & Exchange Policy

By placing an order with Custom Art, you confirm that you have read, understood, and accepted the following Cancellation & Exchange Policy.

1. EXCHANGES, IF APPLICABLE

Note: Your order is only eligible to be modified or exchanged within 2 hours of placing the order.

After this time, the order may be locked for processing, production, or fulfillment and can no longer be modified or exchanged.

Because many Custom Art sneakers are custom-made or made to order, we only replace or exchange items if:

  • The item is defective
  • The item is damaged
  • We sent the wrong design
  • We sent the wrong size
  • The issue was caused by our production or shipping process

If you need to request an exchange for the same item, please email admin@customartllc.com. Our customer service team will review your claim.

If your claim is approved, we will provide the correct return or replacement instructions.

2. CANCELLATIONS

If you change your mind about your purchase, please send us an email at admin@customartllc.com and provide:

  • Your order number
  • The email address used at checkout
  • The modification or cancellation request you would like to make

We will confirm once the modification or cancellation has been reviewed.

Your order is only eligible to be cancelled or modified within 2 hours of placing the order.

After this time, the order may be locked for processing, production, or fulfillment and can no longer be cancelled.

3. MANAGEMENT AND TRANSACTION FEE

Please be informed that a management and transaction fee of 1.5% of your total order value may be applied for approved cancellations.

This fee helps cover payment processing, administrative handling, and order preparation costs.

4. SWITCHING ORDERS

A full refund may apply when you are switching to a new order and the original order is approved for cancellation before production begins.

Once you place a new order, please email us immediately at admin@customartllc.com with both order numbers.

If the original order is still eligible for cancellation, our system or support team may cancel the old order and issue the applicable refund.

5. SIZE EXCHANGES

Please review the size chart carefully before placing your order.

Size exchanges may be reviewed case by case. Custom, personalized, or made-to-order sneakers may have limited exchange eligibility unless the size issue was caused by Custom Art.

For size-related claims, we may ask you to provide:

  • A photo of the size tag on the shoe tongue
  • A photo measuring the insole with a ruler
  • A photo of the shipping label
  • Your order number

6. DEFECTIVE, DAMAGED, OR WRONG ITEMS

If the issue was caused by Custom Art, we will work to make it right.

Please contact us within 7 days of delivery if you receive a defective, damaged, materially incorrect, or wrong item.

To speed up your claim, email admin@customartllc.com with:

  • Your order number
  • Clear photos of the issue
  • A photo of the shipping label
  • A description of the problem

If your claim is approved, we may offer a replacement, exchange, store credit, partial refund, or refund, depending on the situation and applicable law.

7. IMPORTANT RETURN INSTRUCTION

Do not send items back to the address on the package.

Please contact us first and wait for written return or exchange instructions.

Items returned without authorization may not be accepted.

8. CONTACT US

For cancellations, modifications, or exchange requests, please contact us as soon as possible.

Custom Art LLC

30 N Gould St Ste N

Sheridan, WY 82801, United States

Website: https://customartllc.com

Email: admin@customartllc.com

Phone: (307) 487-8763

We aim to respond within 1–2 business days. Response times may be longer during weekends, holidays, promotions, or high-volume periods.

Legal Note: This policy is provided for ecommerce use and should be reviewed by a qualified attorney before publication.