1. Order Processing Time

In-stock Items

There is around a 1 week processing time before receiving the shipping confirmation. 

Pre-order Items

Shipping time for pre-ordered items will be displayed on their product page.

*Due to covid policies in China, there may be uncontrollable delays. Any updates to covid delays, please visit our discord server.

2. Out of stock items

Inventories are subject to fluctuations, if there is a product that you'd like to purchase and is out of stock, reach out to us through discord or hello.jmcustomized@gmail.com for more details/timeline.

3. Customs

You might be subject to customs taxes from you country. All our items will adhere to the laws and declared as is. 

Taxes may occur for countries such as Canada or EU.(VAT)

4. Freight Shipping

US and Canada customers who chose freight shipping will have last mile delivery delivered by UPS. Tracking number will be provided 3-5 days after it has been shipped, but will not be updated until the package has arrived at port.

If selecting freight shipping option at checkout, the time listed for delivery is only an estimate. The delivery time may be delayed due to port congestion or other delays. Please note that once the item has been shipped, its delivery time is beyond our control.


1. Best way to contact support

The fastest and easiest way to contact support is through our discord or you can reach us at hello.jmcustomized@gmail.com.

2. Order changes

For any changes to the order, it is recommended to reach out to us within 24 hours after placing the order. We will try and change it if the item has not yet been shipped.

3. Cancel Order

Please contact hello.jmcustomized@gmail.com with your order number when requesting cancellation.

For in-stock orders, cancellation can be done within 24 hours of ordering. For pre-order items, cancellation can be done within 48 hours of ordering.

Custom orders, i.e. custom case colors & etc, cannot be cancelled.

Refund issued will deduct platform processing fees of 6.4%.

1) PayPal: 4.4% + $0.30 https://www.paypal.com/c2/webapps/mpp/merchant-fees

2) Shopify: 2% https://www.shopify.com.sg/pricing

For in-stock orders, there will be a 6.5% restocking fee for the cancellation. 

4. Damaged item 

All our items are shipped in brand new, and undamaged condition. If your item arrives damaged, contact us immediately. All reports of damaged items must be reported to us within 24 hours of the package marked as delivered. If we determined the case is damaged during shipping, we will give you a satisfied result. No action will be taken for all reports after the timeframe or the case being assembled.