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Shipping and Returns

Shipping Policy

  • All of our orders are processed and shipped via USPS within one business day. Tracking details will be sent to your email once your package has been shipped.
  • Please note: We are closed on weekends and holidays. All orders will be processed the next business day. Thank you for understanding.
  • Orders with an "Undeliverable" shipping address that are returned back to us may be reshipped to the corrected address once we have received the package.
  • Please note: International orders are excluded from the reshipment option, unless due to an error on our part.
  • If a refund is preferred, the buyer may receive a refund back to the original payment method minus the shipping charges; the 15% restocking fee may be waived.
  • For International buyers, if the package is returned for non-payment of custom/import taxes, the buyer may receive a refund back to the original payment method minus the shipping charges and an applicable 15% restocking fee.

     

    International Buyers Please Note:

    • Import duties, taxes, and other regional charges are not included in the shipping charge. Those charges are the buyer’s responsibility.
    • Customs Duty is a tariff or tax imposed on goods when transported across international borders.
    • We currently only offer international shipping for custom-fit grillz to US APOs, FPOs as well as the following countries: Australia, Austria, Belgium, Canada, Denmark, France, Germany, Ireland, Japan, Netherlands, Norway, South Korea, Sweden, Switzerland, United Kingdom.

       


      Return Policy

      At Custom Gold Grillz, our top priority is 100% customer satisfaction. If you are not completely satisfied with your purchase from our store, you may return the item* within 30 days of your purchase for an exchange or refund back to the original payment method under these conditions:

      • There is a 15% applicable restocking fee for all returns unless it is due to our error.
      • Returns after 14 days of purchase are only eligible for exchange of the same item or store credit.
      • The products must be returned in new, resalable condition with all original packaging materials.
      • Products may only be exchanged once within the 30 days of purchasing the item.
      • Orders older than 30 days are NOT eligible for an exchange or refund.
      • We cannot accept returns on any used, damaged or altered items.
      • Due to the nature of these items, we cannot accept used items for return/exchange, however, reach out to us for a solution.
      • The buyer is responsible for return shipping unless the return is due to an error.

       

       *Custom-fit grillz do not apply. Please see section below for custom-fit grillz specific return/refund policy.

       ***Our policies are firm, but we stand behind our products and will do everything we can to work with you to ensure you have a positive experience shopping with us.***

       

      To Start a Return

        *Please call us at (415) 413-4915 or send us a message to support@customgoldgrillz.com with your order number and a brief description of the return.*

         

        For Custom-Fit Grillz Orders Policy:

        • We will refund your order back to the original payment method within 60 days of your purchase date under these conditions:
        • The jeweler has NOT begun production of your custom grillz.
        • If you chose to cancel your order after sending back your mold impressions, there will be a 20% cancellation fee deducted from your refund. Shipping fees are non-refundable unless due to an error on our end. If you chose to cancel your order before sending us back your molds, you will be refunded minus the shipping cost and $20 per mold kit set.
        • Completed custom grillz are not subject to return due to the fact that each piece is custom made to order.
        • No refund will be given after 60 days from transaction date and only store credit will be given.
        • The customer is responsible for a good mold impression. Our grillz are custom made to exactly fit using the molds you have provided us if we do not get a good mold impression the grillz will not fit properly.
        • Upon receiving the completed custom grill, the customer has 7 days to notify us of any issues with fitment or defects. We can make one free adjustment within this period. Additional remakes after the first will incur a $70 remaking fee (includes another mold kit sent to you and shipping both ways with insurance).
          • NOTE: This does not apply to our handset iced out grillz; each piece is custom made to order based off the impressions.  There is no free adjustment.
        • All sales on custom fitted grillz are final once production has begun.

        For Gold Plated Custom Grillz Policy:

          Gold plating may wear off on grillz over time. The life of the plating depends on how the grill is treated and how often it is worn. Customers have the option to purchase a re-plating service for $50 with shipping included if the grillz were bought from us or $70 if the grill was bought from another company. Typical turnaround for re-plating is about 2 weeks.

           

          Refund Notes:

          • Once we receive your qualifiable return, we will process the refund back to the original payment method within 2 business days after inspecting the item.
          • Refunds are only credited to the original payment method - no exceptions.
          • Funds should post within 3-5 business days depending on the original payment method.

           

          *Please note: All sales on free or promotional items are final, there are no returns or exchanges and the above policies do not apply.*

           

           


          Custom Jewelry Policy: 

          • All solid gold and/or diamond jewelry purchases through this online store are considered custom orders and we are not required to provide a refund should you changed your mind about the purchase for any reason. Each piece of jewelry can take days to several weeks to make from start to finish, depending on complexity and customizations. Some items may be accepted for partial store credit or exchange if returned in saleable condition within 7 days from the date received. Buyer will be held responsible for any restocking fees and/or reconditioning fees, plus all shipping fees as they are non-refundable. We will not refund for "buyer's remorse." There are absolutely no refunds on custom engraved merchandise and any custom fit grillz. Items thought to be damaged or defective must be returned at the customers' expenses and the validity of all claims will be decided by Custom Gold Grillz. If the received order was faulty or damaged, we will properly meet obligations under the applicable laws.