FAQ（Help Center）
Have questions about custom matches, ordering, production, or shipping?
We’ve answered some of the most common questions below to help you place your order with confidence.
Ordering & Customization
How do I customize my matches?
You can customize your matches directly on the product page.
Depending on the product, you may be able to:
- Enter names, dates, initials, or short messages
- Upload a photo, logo, artwork, or finished design file
- Choose from an existing design and personalize the details
- Start with a blank product and create your own design
- Use our online design tool to add text, images, and layout elements
Please review all customization details carefully before submitting your order.
What customization options do you offer?
We offer two main customization options.
Customize an existing design:
Choose one of our ready-made designs and submit the required custom details, such as names, dates, messages, photos, or logos.
Create your own design:
Choose a blank product and upload your own artwork, or use our online design tool to create a fully custom design.
Available customization areas may vary by product, so please check the product page for details.
Can I upload my own design or logo?
Yes. You can upload your own artwork, logo, photo, or finished design file on eligible products.
For best results, we recommend using a clear, high-quality file and making sure all important details fit inside the available customization area.
Can I use your online design tool?
Yes. For selected blank products, you can use our online design tool to create your design directly on the product.
You can add text, upload images, adjust placement, and build a custom layout before submitting your order.
Can you help me with my design?
Yes. If you need help preparing your design, choosing the right product, or understanding the customization area, please contact us before placing your order.
We are happy to help with custom matches for weddings, parties, events, gifts, and brand projects.
Proofs & Design Review
Can I see a proof before production?
For some custom orders, a digital proof may be provided before production begins.
If a proof is provided, production will begin only after the proof is approved.
For products customized directly through our online design tool, your submitted design may be used as the final approved design. Please review it carefully before placing your order.
What should I check before approving or submitting my design?
Please carefully review all details, including:
- Spelling and punctuation
- Names, initials, dates, and event information
- Photo, logo, or artwork placement
- Image quality and clarity
- Text size and readability
- Product options, colors, and quantities
- Customization areas and layout alignment
Once production has started, changes may not be possible.
What if I made a mistake in my personalization?
Please contact us as soon as possible.
If production has not started, we will do our best to help update your order.
Once a design has been approved, submitted, or moved into production, changes may not be possible.
Production & Processing
How long does production take?
Standard production time is usually 3–5 business days after your order details or approved design are ready for production.
Production time may vary depending on:
- Product type
- Order quantity
- Design complexity
- Customization requirements
- Seasonal order volume
Do you offer rush orders?
Rush production may be available in some cases.
Please contact us before placing your order if you need your custom matches by a specific date.
When does production begin?
Production begins after we receive the required customization information, final submitted design, or approved proof when applicable.
If we need additional information from you, production may be delayed until we receive your response.
Shipping & Delivery
How long does shipping take?
For U.S. orders, standard shipping usually takes 5–7 business days after production is complete.
Shipping time begins once your order has been handed over to the shipping carrier.
Do you ship internationally?
Yes, international shipping may be available.
Delivery times vary depending on the destination country, customs processing, local carrier service, and any applicable shipping restrictions.
Will I receive tracking information?
Yes. Once your order has shipped, you will receive a tracking number by email.
Please allow some time for the tracking information to update after the package is accepted by the carrier.
Can match products be shipped everywhere?
Match products may be subject to shipping restrictions, inspections, or carrier handling requirements.
Some destinations or shipping methods may not be available. If we are unable to ship to your location, we will contact you as soon as possible.
Orders & Changes
Can I change my order after placing it?
Please contact us as soon as possible if you need to make a change.
Changes may be possible before production begins. Once production has started, we may not be able to cancel or update the order.
Can I cancel my order?
Cancellation may be possible only if production has not started.
Because many of our products are custom-made, orders that have already entered production may not be eligible for cancellation.
What if I entered the wrong shipping address?
Please contact us immediately.
If your order has not shipped, we will do our best to update the shipping address.
We are not responsible for orders shipped to an incorrect or incomplete address provided by the customer.
Returns & Refunds
Can I return a custom order?
Due to the personalized nature of our products, custom orders are non-refundable and non-returnable unless there is an error on our part.
Please review all order and design details carefully before submitting your order.
What if my item arrives damaged or incorrect?
If your order arrives damaged or you receive the wrong item, please contact us within 3 days of delivery.
Please include:
- Your order number
- A clear description of the issue
- Photos of the damaged or incorrect item
- Photos of the packaging, if applicable
We will review the details and offer a replacement, refund, or other solution if applicable.
Contact Us
Still have questions?
If you have questions about custom orders, design files, production time, shipping, or anything else, please contact us at:
formatchesusa@gmail.com
We usually respond within 24 hours.