01What to Include in Your Message

• Your order number, if you have one.
• The name and email address used for the order.
• A description of your question or issue, with relevant photos if available.

Please do not send full payment-card details, passwords, or sensitive identity documents.

02Order Updates and Shipping

Check the processing and shipping information provided with your order. Production time is separate from carrier transit time. If you need an update or a shipment appears delayed, email us with your order number and any available tracking information.

If we cannot ship within the applicable shipment timeframe, we will provide the delay and cancellation options described in our Terms of Service and required by law.

03Changes and Cancellations

Contact us promptly if you need to correct a name, change personalization, update a delivery address, or cancel an order. What we can change depends on its production and shipping status. Changes or change-of-mind cancellations may not be possible after a customized item enters production.

04Returns for Standard Products

For a non-personalized item, request a change-of-mind return within 14 calendar days from the date of purchase. The item must be unused, undamaged, and in its original condition with all included parts.

Email us before sending anything back. We will provide instructions and the correct return address. Send an approved return within 14 calendar days after receiving those instructions.

For change-of-mind returns, you pay return shipping. The refund covers the eligible item price and applicable tax; original outbound shipping charges are not refunded. See our Terms of Service for the full policy.

05Personalized and Custom Products

Items made with a requested name, wording, custom design, or other personalization are not eligible for change-of-mind returns or exchanges. This includes an item correctly made using an incorrect spelling or selection submitted by the customer.

This exclusion does not apply to defective or damaged products, our production errors, or an item that materially differs from what you ordered.

06Damaged or Incorrect Products

Email us with your order number and a description of the issue. Photos of the product and packaging can help us assess the problem. Please retain the item and packaging while the issue is reviewed.

After reviewing a confirmed issue, we will provide an appropriate remedy, such as a replacement or refund, consistent with our Terms of Service and applicable law. If a return is required because of a confirmed defect, transit damage, or our fulfillment error, we will arrange it at our expense.

07Missing Packages

Check any available tracking information and confirm the delivery address on your order. If you still cannot locate the package, contact us. We will review the tracking information and relevant circumstances and work with the carrier where appropriate. Any replacement or refund depends on the findings and applicable law.

08Refund Updates

Approved refunds are sent to the original payment method after the relevant return or issue has been assessed. Your payment provider may need additional time to display the credit. Email us with your order number if you need an update. Legally required refunds are issued within the applicable legal timeframe.

09Product Questions

For dimensions, compatibility, care, and safety information, check the individual product page. If you need clarification before ordering, email us with the product name or link and your question.

10International Orders and Customs

We ship to many countries outside the United States. International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges set by the destination country. These charges are not included in the product price or the shipping cost shown at checkout, and they are the responsibility of the recipient.

Customs processing can add time to delivery and is outside our control. Rules and fees vary by country, so if you are unsure what may apply to your order, please check with your local customs office before ordering.

International shipping costs are calculated at checkout based on the destination address and the items in your order.

If an international package is refused, abandoned, or returned to us because customs duties, taxes, or fees were not paid, we will refund the price paid for standard (non-personalized) items after deducting the shipping charges. Personalized or custom items, such as items made with a requested name, are not eligible for a refund in this case.

11Our Policies

Terms of Service: https://ag-forma.com/terms-of-service

Privacy Policy: https://ag-forma.com/privacy-policy

This support page summarizes our policies and does not limit your rights under applicable law.

AG FORMA is operated by Building Edge Company LLC.