Request a Refund

  1. Log in to your Personalize It account by clicking on the top tab called MY ACCOUNT.
  2. If you are not logged in, you will have to enter your username and password.
  3. Click on MY ORDERS, on the left-hand side of the page.
  4. Click on DETAILS on the right side of the order you wish to return.
  5. Scroll down and click on the option to “CLICK HERE TO FILE A RETURN REQUEST” and fill out the form.
  6. Once all of the required fields are filled out, submit your request.
  7. You will receive an email instructing you on how to proceed.

To return your package

  • Print out your shipping label.
  • Make sure the products are in perfect condition.
  • Include all of the original materials sent to you by Personalize It in your initial package.
  • Please send your return in the same box originally shipped to you and tape the box securely.

*Personalize It reserves the right to refuse the return if products are damaged or missing.


    • Regularly-priced products: We accept returns on products that are in perfect condition in the 30 days following receipt of your order.
      • All orders purchased online must be exchanged or refunded via customer service.
      • Refunds will be issued to the original method of payment.
      • We will not accept returns or exchanges on our products after the 30-day grace period has elapsed.
      • If you wish to exchange your Personalize It product, please contact our customer service team or visit us in store and our expert teams will be able to help you out.
    • Merchandise purchased on sale (excluding recurring special offers and promotions): no refund will be issued.
      • If you wish to exchange your order, a store credit equivalent to the value of your purchase will be issued within 30 days upon the receipt of your order.
      • After 30 days: we will not accept any exchanges.
      • If you wish to exchange your Personalize It product, please contact our customer service team or book an appointment in-store and our team will be able to help you out.
    • Please allow for 10 business days to process your request upon receiving your parcel.
    • We will contact you via email to confirm the receipt of your returned package and proceed with the refund.
    • If the cost of shipment was paid with the initial order then this amount is non-refundable. The refund will be issued to the same method of payment used at the time of purchase. We cannot issue a refund to a different card or alternate method of payment.
    • If the merchandise was deemed a final sale at time of purchase, then we will not, under any circumstance, be able to provide you with a refund. It will be clearly outlined at time of purchase if a product is a final sale.
    • Personalize It reserves the right to refuse free shipping and/or returns to customers who abuse the free returns and refunds policy. Customers will be notified ahead of the shipment of their most recent purchase.
    • Only Canadian orders of $100 or more qualify for free shipping and are subject to our return policy. Customers with orders under $100 will be responsible for shipping cost coverage for both purchases and returns.

Personalize It is not responsible for additional custom fees.

More Questions?

If you still have questions, please contact our customer service team, who will be happy to assist you.