Custom Gift Works, Inc.
Customer Service


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Customer Service topics and FAQ's

Shipping Schedule:
Personalized Orders:
Please allow 1-2 business days for in house processing of any personalized gift. Then you must allow for the delivery time to your destination. This means if you are placing a personalized order it will not ship same day even if you choose express shipping.

Non Personalized Orders:
If you place your Non Personalized order by 9:00am Central standard time (M-F) shipping UPS next day air your order will ship same business day (M-F). Orders shipping 2 day, 3day Ground and priority mail leave our warehouse in 1-2 business days.
UPS does not consider holidays and or weekends delivery or shipping day

Shipping Delays Due To Adverse Weather Conditions:

We can not guarantee service when adverse weather conditions disrupt the normal delivery schedule for UPS or USPS.

How much does freight cost?
Freight is determined by several factors, which carrier you choose when you check out, the weight of the parcel as well as the destination. Please use the shopping cart to calculate freight costs. Remember nothing is final until you submit your order. We reserve the right to change shipping method to another carrier or type of service for arrival of your gift on time.

What about international shipping?
Sorry, currently we do not ship internationally, but we do ship to military APO/FPO addresses.

What about FPO-APO?
YES! We do ship to FPO-APO addresses. A delivery confirmation will be sent when your order has been processed and is ready to ship. The US Postal Service DOES require a customs form which we are required to fill out. When sending to APO or FPO or any military base abroad you send at your own risk.

Address Correction Fees:
Please carefully review your order and especially the bill to/ship address when checking out. If an apartment number/suite number or address is incorrect or missing UPS will charge us a correction fee. This can be $6.00 for ground correction changes and $12.00 for air service or express service. This fee, if assessed by UPS and charged to us against your shipment, will be charged to your credit card. Please check and double check your order for inaccuracies. Orders marked for engraving but customers not checking the engraved option will be charged for engraving.

Do I have to pay by credit card?
No you can pay via Paypal as well. Choose the option you prefer at checkout.

If I make a mistake can I change it?
If you need to alter anything you can just by making the necessary changes on screen before you hit the final submit button.

I am just not comfortable ordering online, can you help?
All orders must be placed on our secure online website.

Right of Order Refusal:
If we receive an order paid via credit card that we feel looks suspicious or does not match our address verification filter, we reserve the right to cancel and void that transaction.

Charge backs and Retrievals:
If you submit a chargeback to your credit card company disputing a valid purchase you will be charged whatever fee is charged to us by our credit card merchanting company. Normally this is $30.00 for charge-backs and $10.00 for retrievals. 99.9% of the charge backs are because our customer has forgotten that the credit card statement will appear as The Kemper Lake Group. We post this information all over our website, and at checkout. We also provide this information with your final confirmation giving you the tracking information on your order and on your sales slip.

I am worried that my phone number, email address will be given out what is your policy?

Read our Privacy Statement here.

What about your shipping, do you send in plain boxes? And what does the return label say?
We greatly value our customers privacy and understand the sensitive nature of all of the products you see on the One Passion Place website.  All of our shipping boxes and labels will give no indication of what you are buying. The return label indicates our parent company name "The Kemper Lake Group, Inc"., and our address (for tracking) and will arrive in a plain brown box . All orders must be placed online.

Return Policy:
Engraved items are not returnable.
On most other products we have a 15 day from when you receive your order return policy. 
If you find there is a defect in a NON returnable product please email us for manufacturer information. For merchandise that is returnable, product must  be returned in original condition, unopened and in manufacturers packaging (if applicable). Loose items must be returned in original condition. Return authorization must be given before sending any items back. Returns are subject to a 20% restocking fee and possibly being refused by our warehouse if prior authorization is not given. If the parcel is refused by our warehouse it is because there was no RA number assigned. All returns MUST have an RA#. Please call or email before sending any item back. We do not refund freight unless we have caused the error in shipment. Returns for large orders or (over 6 pieces of the same item) are subject to a 20% restocking fee if returned.

Sentimental Messages Gift Bottles:
All of our Sentimental Messages Gift Bottles are for decorative use only. In addition, if we find a letter or poem to be derogatory or overly perverse in nature we reserve the right to refuse to print that letter/poem.

Cancellation Of Order
Once an order has been placed, depending on where it is in processing it may be able to be altered or canceled. If 30 minutes has passed since you placed your order we can not alter or cancel it. Due to our quick turn around and streamlined ordering system, if your order is an engraved/personalized or custom item it CAN NOT be canceled.  If you have made a mistake on your order please call us at 1-800-747-8304 and let us know your name and order number, what is wrong with the order and we will try and fix it. Again, it depends on where your order is in fulfillment. During peak times such as Christmas or Valentine's Day it may be impossible to alter any order once it is placed. Call us or email and we will try and help if at all possible. Cancellations, (if we can pull the order back) especially those of advance orders are subject to a 20% restocking/cancellation fee. Any Message Bottle order, if cancelled, are subject to a 10% cancellation fee.

All prices quoted are in U.S. dollars. Our minimum shipping charge is $7.95

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Custom Gift Works, Inc.
12932 S Hadfield
Plainfield, Illinois 60585-1201

For our privacy policy and additional FAQ's please visit our Privacy Page

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Disclaimer: Every effort is made to ensure that all information provided on this website is truthful and accurate, 
but no guarantees are made. Custom Gift Works, Inc and One Passion Place assumes no liability for 
typographic or electronic errors, or for other errors or omissions.

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