FAQ

🕓 Business Hours:

Monday–Friday: 10 AM – 4 PM
Saturday: 10 AM – 2 PM
Sunday: Closed
Messages received outside of business hours will be answered as soon as we’re back online.

Q: How do I place an order?

A: Browse our collections, select the desired product, customize if applicable, and add it to your cart. Once you’re ready, proceed to checkout and follow the prompts to complete your order.

Q: Can I order a custom design?

A: Yes! Many of our products are customizable. Just provide the details during checkout or email us at unbrokenkustoms@gmail.com for more complex requests or message us on Instagram @UnbrokenKustoms.

Q: How does the customization process work?

A: Once you select a product, use the customization fields to provide names, colors, and other design details. For complex designs, we’ll send a mock-up for your approval before production.

Q: Can I preview my custom design before production?

A: Yes, reach out to us via email or Instagram with your order number after purchasing. We’ll send you a draft for approval.

Q: What is your turnaround time?

A: Turnaround time is 2 weeks (14 days) for production, plus 2–3 days for shipping via USPS or FedEx. Estimated delivery is 16–21 days from the order date. While some may run close to the event date, they will be shipped on time!⚠️ If your event date is earlier than the last day of the estimated delivery window, a rush fee is required.

Q; How long does shipping take?

A: Shipping takes 2–3 business days via USPS or FedEx. You’ll receive tracking by email once your order ships. 📦 We are not responsible for delays caused by the shipping carrier.

Q: Will I receive my order in time for my event?

A: If your event date falls within our 2-week turnaround + shipping window, your order will arrive on time. If your need-by date is sooner, a rush order will be required.

Q: Can I rush my order?

A: Rush orders are accepted case-by-case and include an additional fee. The rush fee does not upgrade your shipping method, but it does guarantee your item will be prioritized and shipped on time. Please message us before ordering to confirm availability.

Q: Can I make changes after I place my order?

A: Changes can only be made within 12 hours of ordering. After that, your order may already be in production and changes aren’t guaranteed.

Q: How can I check my order status?

A: Once your order ships, you’ll receive a tracking number via email. You can also track your order on our website under the “Order Tracking” section. If you’re within the 14-business-day window, your order is in progress. You’ll get tracking info once it ships. If it’s been longer, feel free to contact us.

Q: Do you accept returns or offer refunds?

A: Because all items are handmade and customized, we do not offer returns or refunds unless there’s an error on our part. If there’s a problem with your order, contact us within 24 hours of delivery so we can help.

Q: My tracking says “delivered” but I didn’t receive my order. What should I do?

A: Wait 24–48 hours and check with your local post office—packages are sometimes scanned early or held for pickup. If it still hasn’t arrived, contact us and we’ll assist as best we can.

Q: Can I request a custom theme not shown in your shop?

A: Yes! Select the outfit style (e.g., overalls, pants set, skirtall), then use the personalization box to tell us your theme, colors, child’s name/age, and event date. We’ll take it from there!

Q: Do you offer gift packaging?

A: No, we do not offer gift packaging.

Q: How can I contact customer support?

A: You can reach us via Instagram @UnbrokenKustoms, email at unbrokenkustoms@gmail.com or use the live chat feature on our website. We’re available Monday–Friday from 10am-4pm.

Q: How can I stay updated on new products and promotions?

A: Subscribe to our newsletter or follow us on Instagram @UnbrokenKustoms for the latest updates and exclusive discounts.