Personalization Policy
This policy applies to custom and personalized products, including personalized bunnies, blankets, soothers, and other made-to-order gift items.
1. Customer Input Responsibility
Customers must verify all personalization details before checkout, including spelling, capitalization, punctuation, spacing, date format, and special characters. We produce items based on customer-submitted text unless we detect a technical formatting issue.
2. Character and Formatting Limits
- Character limits may apply based on product size and embroidery/print area.
- Unsupported symbols may be replaced or removed to ensure production quality.
- Text alignment and size may vary by product design template.
3. Production Timeline
Personalized orders usually require additional processing compared to standard products. Typical production window is 3-7 business days before shipping, excluding holidays and peak season surges.
4. Order Changes and Cancellations
Personalized orders may only be modified or canceled before production starts. Once production begins, cancellation is generally not possible due to custom manufacturing workflow.
5. Return and Refund Eligibility
Because personalized products are custom-made, they are typically non-returnable unless:
- The item arrives damaged in transit.
- The item is materially defective.
- We made a verified personalization error not matching your submitted instructions.
6. Quality Expectations
Minor visual differences in thread color, placement tolerance, or fabric behavior can occur due to manufacturing conditions. These are not considered defects if within normal production standards.
7. Replacement Process
If there is a verified production error, contact support within 7 days of delivery with photos of the product and packaging. We may provide a replacement or refund based on stock and issue type.
8. Personal Content Restrictions
We reserve the right to reject customization requests containing abusive, infringing, illegal, or inappropriate content.
9. Production Quality & Output Variations
Personalized products are custom-made. As a result, slight variations may occur compared to previews due to fabric texture, embroidery/printing behavior, and production tolerances. These variations do not generally represent defects.
- Placement may vary slightly based on product size and design templates.
- Thread/ink color can differ slightly from screen display.
- Long text may be adjusted for fit and legibility where production requires.
10. Frequently Asked Questions
Do I get to approve the final text layout?
We produce according to the text and options you submit at checkout. If you are unsure, review your order details before confirming.
Can I change my personalization after ordering?
Changes are typically only possible before production starts. Contact us as soon as possible with your order number.
What if there is a typo in my personalization text?
If the typo is from customer-provided text, we may not be able to correct or refund the item unless there is a verified production error.
Are personalized items always non-returnable?
Personalized products are generally non-returnable because they are custom-made. Returns may still be available in cases of damage, material defects, or verified personalization errors.
11. Contact
- Email:
personalization@gooberrailroad.com - Support:
support@gooberrailroad.com - Address:
Goober Railroad, 405 Market St, Suite 1200, San Francisco, CA 94105, United States