Returns

Return Policy

Our policy for returns, reprints, and refunds.

Our policy for returns, reprints, and refunds.

At The Custom Tags, customer satisfaction is our top priority. Please read our Return & Refund Policy carefully before placing an order. By purchasing from our store, you agree to the terms outlined below. This policy applies to all orders shipped within Canada.

1. 30-Day Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return:

  • Items must be unused, unworn, and unwashed

  • All original tags must remain attached

  • Products must be returned in their original packaging

  • Proof of purchase (order number or receipt) is required

Note: Items that do not meet these conditions may not be accepted.

2. How to Start a Return

To initiate a return, please contact our support team at sales@thecustomtags.ca

Once your request is approved, we will provide you with:

  • Step-by-step return instructions

  • A return shipping label (if applicable)

Please note: Returns sent without prior approval will not be accepted.

3. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive:

  • A damaged item

  • A defective product

  • The wrong item or customization/size

Contact us within 48 hours of delivery at sales@thecustomtags.ca with clear photos of the issue. We will review your request and provide a solution as quickly as possible.

4. Exchanges

We offer exchanges exclusively for:

  • Damaged or defective items

  • Incorrect items received

  • Wrong size or customization delivered

Exchanges are subject to product availability. Delivery times for exchanged items may vary depending on your location.

5. No Restocking Fees

The Custom Tags does not charge any restocking fees. You will not be penalized for returning an eligible item.

6. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds are issued directly to your original payment method.

  • Processing time takes 5–7 business days.

  • Maximum refund timeframe: Up to 7 business days after approval.

Please note: Your bank or payment provider may require additional time to post the credit to your account.

7. Discounts & Promotions

Refunds will not be issued for promotional codes or discounts that were not applied during checkout. Discounts must be redeemed at the time of purchase and cannot be applied retroactively.

Customer Support & Legal Contact

For questions regarding returns, orders, products, or our policies, please reach out to us:

  • Legal Business Name: MUGSHEI INC

  • Brand Name: The Custom Tags

  • Website: TheCustomTags.ca

  • Address: 3046 Cascade Common, Oakville, ON L6H 0R8, Canada

  • Phone: +1 (845) 379-9277

  • Email: sales@thecustomtags.ca

  • Opening Hours: Monday – Friday, 9:00 AM – 7:00 PM EST

The Custom Tags is a brand operated by MUGSHEI INC.