Custom Order Policy

How Your Personalized Order Works

At NEOFOCUS, we create unique art based on your photographs and ideas. To ensure the best experience, please follow this process:

1. Place your order

Once you complete your purchase, payment is processed automatically. This allows us to begin working on your design immediately.

2. Send your photographs

You have 3 business days after placing your order to send us your high-quality photographs to the email: neofocusvmo@gmail.com or attach them before making the payment.

Include the following in the email:

Order number
High-resolution photographs
Any special instructions or preferences

3. We create your design

Our team will work on your custom design within 3-5 business days after receiving your photos.

4. Design Approval

We'll send you a digital preview of your design for approval. It includes:

2 rounds of reviews at no extra cost
Major changes or additional revisions: $15 USD per revision
You have 48 hours to approve or request changes

5. Production and Shipping

Once the design is approved, we produce your painting and ship it within 5-7 business days .

Refund Policy for Custom Orders

Important: Due to the personalized nature of our products:

Cancellations are not accepted once the design has been submitted for approval.
No refunds are issued after final design approval.
If you do not send your photos within 7 days, the order will be automatically cancelled and a full refund will be issued.
If there is an error on our part in production, we will redo it at no additional cost.

Non-Personalized Products

For our original photographic prints and images (not personalized), our shipping will be faster, taking 4 to 5 business days.

Item added to your cart