How can we help?

You can track your order anytime at our live tracking page. Just enter your order number and first name to see exactly where your order is — from production through delivery.

If your tracking hasn't updated in a while, don't worry — USPS sometimes has scan delays. As long as you're within our production window (2–3 weeks for photo items, 3–4 weeks for name items), your order is on track.

• Photo Pendants: 2–3 weeks from order date
• Name Pieces: 3–4 weeks from order date

Every piece is handmade to order — we don't keep pre-made inventory. Once it ships, you'll get a tracking email and can follow it live on our tracking page.

This warning usually just means your shipping label was created but USPS hasn't scanned your package into their system yet. It's very common and almost always resolves on its own within 1–3 business days.

It does not mean your order is lost or delayed. If it's been more than 5 business days since your label was created with no scan, contact us and we'll investigate.

This means we've prepared your shipping label but your package hasn't been scanned by USPS yet. This is normal — labels are sometimes created 1–3 days before the physical package is picked up and scanned.

If it's been more than 5 business days with no scan, reach out to us and we'll look into it.

Check your spam/junk folder first — our emails sometimes land there. Also make sure the email address you entered at checkout was correct.

If you still can't find it, track your order using your order number, or contact us with the email you used at checkout and we'll resend it.

Yes — as long as your order hasn't shipped yet, we can update it. Contact us immediately with your order number and the correct address. Once an order ships, address changes aren't possible.

If your order was placed within the last 48 hours, we can cancel it with a full refund.

After 48 hours, production may have already started on your custom piece. Cancellations after this window include a $5 restocking/processing fee. Contact us with your order number to request a cancellation.

Yes, contact us right away with both order numbers and let us know which one to cancel. If it's within 48 hours we'll cancel and refund the duplicate at no charge.

Just upload your photo at checkout — that's it. Our team enhances, centers, and cleans up every photo by hand before crafting your pendant. Even older, low-quality, or screenshot photos work great.

You'll see a live preview of your design on the product page before you order.

Any photo works — we've turned everything from old film scans to phone screenshots into beautiful pendants. Clear, well-lit photos give the sharpest result, but don't stress if yours isn't perfect. We'll make it look great.

Tips: front-facing, good lighting, and the subject centered in the frame gives the best result.

Contact us immediately with your order number and the correct photo. As long as production hasn't started we can swap it at no charge. The sooner you reach out, the better.

Most people go with the standard size for everyday wear — it's roughly the size of a quarter. If your photo has a lot of detail or multiple people in it, the larger size gives more clarity and is worth it.

You can compare sizes directly on the product page before ordering. When in doubt, go bigger — you can always tuck a larger pendant under a shirt, but you can't unsquint from a small one.

Chain length is one of the most important choices — here's a quick guide:

• 16" — Sits at the collarbone, choker-style
• 18" — Most popular. Sits just below the collarbone
• 20" — Falls on the chest, great for layering
• 22"–24" — Hangs lower on the chest or stomach

If you're between sizes, go longer — you can always layer a longer chain, but a short chain that doesn't fit is frustrating. If your chain was too short after delivery, contact us and we'll work something out.

Yes — you can use the live design builder on the product page to preview your pendant before purchasing. You'll see your photo placed in the pendant shape you select in real time.

We've got you covered. Our Breakup Assurance policy gives you one free name change before your order ships — no questions asked. Just contact us with your order number and the updated details.

We stand behind every piece. If it doesn't match what you designed or something went wrong on our end, we'll make it right. Contact us with your order number and a photo of the issue and we'll take care of it.

Yes — if your order hasn't shipped yet, we can update the name. One free name change is included under our Breakup Assurance policy, no questions asked.

Contact us with your order number and the correct name as soon as possible.

Yes — you can select from multiple font and style options directly in the product builder on our site. You'll see a live preview of exactly how your name will look before you order.

Some of our styles support multiple names or words. Check the product builder for your specific piece — it'll show you exactly what's possible for that style.

Yes — all US orders ship free. No minimum order required.

Currently we ship within the United States only. We're working on expanding internationally — stay tuned.

This happens occasionally — USPS can mark packages delivered to a nearby address or slightly before actual delivery. Here's what to do:

1. Check your mailbox, front porch, and any covered areas
2. Check with neighbors — USPS sometimes delivers to adjacent addresses
3. Check with your apartment front desk or mailroom
4. Wait 24–48 hours — packages sometimes show up the next day after a "delivered" scan

If it still hasn't shown up after 48 hours, contact us with your order number and we'll help file a USPS missing mail search.

If your package comes back to us due to an address issue, we'll reach out to confirm your correct address and reship it. Contact us with your order number to get it sorted quickly.

Our standard shipping is USPS Ground Advantage with free shipping on all orders. Expedited shipping options may be available at checkout. Note that production time (2–4 weeks) is separate from shipping time — faster shipping won't speed up production.

Because every piece is custom-made to order, we handle returns on a case-by-case basis. If there's an issue with your order — wrong item, defect, production error — we'll absolutely make it right with a replacement or refund.

We don't accept returns for change of mind on custom pieces, but we're always reasonable. Reach out and tell us what happened.

Once a refund is approved, it typically appears on your card within 3–7 business days depending on your bank. You'll receive a confirmation email when it's been processed on our end.

All CustomGLD pieces come with a 1-year warranty covering manufacturing defects — things like a clasp breaking, chain snapping under normal wear, or a stone falling out.

The warranty does not cover damage from misuse, water exposure, or normal wear and tear over time. To make a claim, contact us with your order number and a photo of the issue.

We're sorry about that — that's absolutely on us. Contact us with your order number and a clear photo of the issue and we'll send a replacement right away.

The chain: Made from 316L stainless steel — fully waterproof. You can shower, sweat, and swim with it.

The pendant: Gold plated — keep it away from water, sweat, perfume, and lotions to maintain the finish. Remove before swimming or showering for best longevity.

All CustomGLD pieces are made from 316L stainless steel with 14K gold plating. 316L stainless steel is hypoallergenic, tarnish-resistant, and won't turn your skin green.

To keep the gold plating looking its best, avoid prolonged exposure to water, chemicals, and perfume.

• Store in the included gift box when not wearing
• Avoid perfume, lotion, and chemicals directly on the pendant
• Clean gently with a soft dry cloth
• Remove before swimming, showering, or heavy exercise

Yes — every CustomGLD order comes packaged in a gift box, ready to give. No extra gift wrapping needed.

Yes — we offer Buy 2 Get 1 Free automatically when you add 3 items to your cart. The discount is applied at checkout with no code needed.

Absolutely. CustomGLD has been in business since 2019 with over 1,700 verified customer reviews and a 4.73/5 star rating. Every piece is handmade and shipped from our studio in Gainesville, Florida.

Read customer reviews →

We're based in Gainesville, Florida and have been in business since 2019. All orders are made and shipped directly from us in the USA.

You can reach us through our contact page or by emailing support@customgld.com. We typically respond within a few hours.

You can also DM us on Instagram or Facebook for quick questions.