Frequently Asked Questions

1. How can I confirm that my order was placed successfully?

After successfully completing checkout, you should receive an order confirmation email at the email address provided with your order.

If you cannot find the email, please check your spam or junk folder. If you still cannot locate it, contact us at support@metalsignus.com and provide your name and the email address used to place the order.

2. How can I track my order?

Once your order has been dispatched, we will send you a shipping confirmation email containing a tracking link.

Please allow some time for the carrier to update the tracking information after the shipment has been registered.

3. Can I change or cancel my order after placing it?

Orders may enter production within 2 hours after they are placed.

If you need to change the personalization details, shipping address, or other order information, please contact us within 2 hours of placing your order. Once production has begun, changes or cancellations may no longer be possible.

Approved cancellations are subject to the cancellation terms and any applicable fees stated in our Refund Policy:

https://metalsignus.com/policies/refund-policy

4. How will my personalized text be arranged?

Unless otherwise requested, we will use the font and general layout shown in the applicable product images.

The size and placement of the text may be adjusted to fit the design and the number of characters provided. If you have a specific request regarding the font, capitalization, spelling, or layout, please include clear instructions when placing your order.

Customers are responsible for checking the spelling and accuracy of all personalization information before submitting an order.

5. Why did I receive only part of my order?

Orders containing multiple products may be shipped in separate packages because of differences in product size, weight, production time, or packaging requirements.

Separate packages may arrive on different dates and may have different tracking numbers. Please check all shipping confirmation emails before contacting us about a missing package.

6. What should I do if my item arrives damaged or defective?

Please contact us at support@metalsignus.com within 14 days after delivery.

Include the following information:

• Your order number

• A description of the problem

• Clear photographs of the item and the damaged or defective area

• Photographs of the shipping package, if it was damaged during delivery

After reviewing the information, we may offer an eligible replacement or refund in accordance with our Refund Policy.

7. What should I do if I receive an incorrect item or an item is missing?

Please email support@metalsignus.com within 14 days after delivery and provide your order number, a description of the issue, and clear photographs of the items received.

If an item is confirmed to be incorrect or missing, we will provide an appropriate solution in accordance with our Refund Policy.

8. Can I change my shipping address?

Please contact us within 2 hours of placing your order if you need to correct your shipping address.

Once an order has entered production or has been transferred to the carrier, we cannot guarantee that the address can be changed. Customers are responsible for providing a complete and accurate shipping address during checkout.

9. How long does production and delivery take?

All Metals Custom products are made to order.

Production normally takes approximately 3–5 business days. Estimated shipping time is approximately 7–12 business days.

Estimated total delivery times are:

• United States: 10–17 business days

• Other countries: 10–21 business days

These are estimated timeframes and may be affected by carrier operations, customs processing, weather, public holidays, or other circumstances outside our reasonable control.

10. Where are orders produced and dispatched from?

Our made-to-order products are produced and dispatched from China.

Once an order has been shipped, customers will receive a tracking link by email.

11. Do you accept returns and exchanges?

Because our products are personalized or made to order, we do not accept returns, exchanges, or refunds for change of mind, incorrect size selection, or personalization information entered incorrectly by the customer.

We may offer a refund or replacement when an eligible item arrives damaged, defective, incorrect, or incomplete.

Customers must contact us before returning any product. Do not send products to our registered business address. If a physical return is required and approved, our customer service team will provide the authorized return address and instructions.

Please review our complete Refund Policy before placing an order:

https://metalsignus.com/policies/refund-policy

12. How much does shipping cost?

Standard shipping is $8.95 per order for the United States and international destinations.

Orders over $99 qualify for free standard shipping. The applicable shipping charge will be shown during checkout.

International customers may be responsible for customs duties, import taxes, or other charges imposed by the destination country.

For complete information, please review our Shipping Policy:

https://metalsignus.com/policies/shipping-policy

13. What payment methods do you accept?

Available payment methods are displayed during checkout and may include credit cards, PayPal, and supported digital wallets.

Payments are securely processed by Shopify and the payment providers displayed during checkout. Metals Custom does not directly store your complete credit card number.

14. How can I contact Metals Custom?

For questions about products, personalization, orders, shipping, returns, or payments, please contact:

Email: support@metalsignus.com

Please include your order number when contacting us about an existing order.