Returns & Refund Policy

📦 Returns & Refunds Policy

Thank you for shopping with diyTree! We're committed to delivering your custom-made items quickly and with care. Please review our policies below to understand how we handle production, shipping, and special cases.

🚫 No Standard Refunds or Exchanges

All products from diyTree are custom-made upon order. Once you place an order, our U.S. factory immediately starts production and often ships the same day. This ensures your creativity is brought to life as fast as possible.

Because each item is uniquely made for you, we do not accept refunds or exchanges due to change of mind, size issues, or personalization choices.

✅ Special Exceptions (Replacements or Refunds)

In the following exceptional cases, we offer replacements or refunds:

  • Items damaged in transit

  • Incorrect items received

  • Significantly different from your approved customization (e.g. wrong design, color, or text)

If you experience any of these issues, please contact us within 7 days of receiving your item, with clear photos of the problem. We’ll work quickly to offer a replacement or a refund, depending on the situation.

📧 Email: support@diytree.com

🚚 Transit, Handling & Cut-Off Time

  • Transit Time: 3–4 business days (Monday to Friday)

  • Handling Time: 1–2 business days

  • Order Cut-Off Time: 5 PM Eastern Time (New York)

🚛 Delivery Partners

We ship using USPS, UPS, and DHL Express for fast and reliable service.

💵 Shipping Costs & Taxes

  • All prices are listed in USD

  • No customs duties

  • Applicable taxes calculated at checkout

🏠 Address Changes

Address changes must be made within 24 hours of placing your order. Once your order is in transit, we can’t change the shipping address.

📧 Email: support@diytree.com
📞 Phone: +1 929-895-1529

📦 Multiple or Incorrect Addresses

  • We do not ship to multiple addresses under one order. Please place separate orders.

  • Orders placed with incorrect addresses may be delayed or lost. We are not responsible for delivery issues due to address errors.

⏳ Delayed Orders

Most orders arrive promptly, but unexpected delays (e.g. carrier issues, weather) can occur.
If your order is delayed more than 11 business days, please reach out — we’re here to help.

📦 Tracking

You'll receive a tracking number once your order ships, so you can monitor delivery progress at any time.

💥 Damaged in Transit

If your package arrives damaged:

  • Refuse delivery if possible and notify us

  • If already delivered, take photos and email our support team

We'll assess and provide a replacement or refund as needed.

📬 Contact Us

Customer Service
📧 Email: support@diytree.com
📞 Phone: +1 929-895-1529
🏢 Address: 58-51 Maspeth Ave, Maspeth, NY 11378