How much is shipping from Custom Authentics?

Standard shipping is free on every US order, with no minimum. Custom Authentics ships from Florida to all 50 states. International rates from USPS and DHL Express are calculated at checkout.

How long does a Custom Authentics order take to ship?

In stock pieces, meaning framed signed CDs and New Era hats, ship in 1 to 2 business days. Made to order pieces, meaning custom art guitars, framed displays and jerseys, ship in 2 to 3 weeks. The signature is authenticated and certified by a third party first, and only then is the piece finished by hand and packed with its certificate.

Can I return an item to Custom Authentics?

No. All sales are final. Custom Authentics does not accept returns, exchanges or cancellations once an order has been placed, because almost every piece is one of one or limited edition and the custom pieces are built around a specific signature after the order is placed.

What if my order arrives damaged?

Email info@customauthentics.com within 48 hours of delivery with clear photos of the damaged item, the packaging and shipping box, and the shipping label. Custom Authentics will review it and work out a solution, either a replacement when one is available or store credit. Reports made more than 48 hours after delivery cannot be accepted.

What happens if my package is lost or delayed?

Once a package is with the carrier, delivery is in the carrier's control. Contact the carrier to file a claim if the package is delayed, lost or stolen, and let Custom Authentics know so they can help.

Can I cancel or change my Custom Authentics order?

Orders cannot be canceled or modified once placed, because orders are processed quickly. Email info@customauthentics.com right away if something is wrong.

Shipping and Returns

Q: Does Custom Authentics ship internationally?

Yes, to 27 countries including Canada, the United Kingdom, Ireland, Australia, New Zealand, Japan, South Korea, Singapore, Hong Kong, Malaysia, Israel, the United Arab Emirates, Norway, Switzerland and most of the EU. Rates from USPS and DHL Express are calculated at checkout. Import duties, taxes and customs fees are the buyer's responsibility and are not included in the checkout total.

Straight answers to what people actually ask us before they buy. The formal versions live in our shipping policy and refund policy.

Shipping

How much is shipping?

Standard shipping is free on every US order, with no minimum. We ship from Florida to all 50 states.

How long before my order ships?

It depends on the piece, and every product page states its lead time under the price.

In stock pieces, meaning framed signed CDs and New Era hats, ship in 1 to 2 business days.
Made to order pieces, meaning custom art guitars, framed displays and jerseys, ship in 2 to 3 weeks.

The reason for the longer window is the order of the work. The signature is authenticated and certified by a third party first. Only then is the piece finished by hand and packed with its certificate. We do not start until the authentication is done.

You will get a confirmation email with tracking as soon as your order ships.

Do you ship internationally?

Yes, to 27 countries: Canada, the United Kingdom, Ireland, Australia, New Zealand, Japan, South Korea, Singapore, Hong Kong, Malaysia, Israel, the United Arab Emirates, Norway, Switzerland and most of the EU.

Rates from USPS and DHL Express are calculated at checkout based on where the order is going. Import duties, taxes and customs fees are set by your country, are the buyer's responsibility, and are not included in the checkout total.

How is my order packed?

Every piece is inspected and packed by hand. Orders ship with tracking, and high value pieces ship insured. The certificate of authenticity ships in the box with the item.

Returns

Can I return an item?

No. All sales are final. We do not accept returns, exchanges or cancellations once an order has been placed.

This is because of what we sell. Almost everything here is one of one or limited edition, and the custom pieces are built around a specific signature after you order. There is no restocking a piece that was made for you. Please check your order carefully before completing your purchase.

What if it arrives damaged?

We will make it right. If your item arrives damaged in shipping or has a manufacturer defect, email info@customauthentics.com within 48 hours of delivery with clear photos of three things:

The damaged item
The packaging and the shipping box
The shipping label

We will review it and work out a solution with you, either a replacement when one is available or store credit. Reports made more than 48 hours after delivery cannot be accepted, because after that we have no way to establish that the damage happened in transit.

What if my package is lost or delayed?

Once a package is with the carrier, delivery is in the carrier's control. If your package is delayed, lost or stolen, contact the carrier to file a claim, and let us know so we can help.

Can I cancel or change my order?

We process orders quickly, so orders cannot be canceled or modified once placed. If something is wrong, email us right away at info@customauthentics.com and we will tell you honestly whether we can still do anything about it.

Still have a question?

Email info@customauthentics.com or call 786-982-9058. You can also check any piece against our records on the serial number verification page.

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