Find support information here for product installation, programming instructions, cleaning, and more!
Manual Shade Installation
Cordless Shade Installation
Motorized Shade Installation
Motorized Shade Programming
Roller Shade Measuring Guide
Order Cancellation, Return and Refund Policy
Custom Made Products
Our roller shade products are custom made specifically for your project so they cannot be returned. If you make a mistake in measuring, please email us at order@thecustomshade.com within 60 days of delivery and we’ll remake the shades in the sizes you need free of charge, you only pay for shipping ($15 per product). If the size we remake is more expensive than the size you originally ordered, the difference in price will be charged as an additional fee. There is a limit of three (3) remakes per order and/or product. The product we remake must be the same product and color you originally ordered. If you’re ordering a product for the first time, we recommend ordering just one first, so you’ll be certain it fits your windows and meets your expectations. Photo evidence may be required and products that we remake will only be shipped to the name and delivery address on the original order. This offer is available one time per person per lifetime. Products that we remake under this policy cannot be returned.
Stock Product Returns
How to return item(s) in original condition
Please contact us at order@thecustomshade.com if you wish to make a return and we will email you a return label for shipping. In order to be eligible for a refund, you must return the product within 30 calendar days of your purchase. The product must be in the same condition that you receive it, and undamaged in any way. After we receive your item, The Custom Shade team of professionals will inspect it and process your refund. The purchase amount, with tax, will be refunded but shipping charges are non-refundable. The refund will be issued to the original credit card used during the purchase. Credit card refunds may take 5 to 10 business days to show up on your credit card statement.
If the product is damaged in any way, or you have initiated the return after 30 calendar days have passed, you will not be eligible for a refund
What to do if your product is lost or damaged
If your product does not arrive or arrives damaged, please send us a reply to your original purchase confirmation email to let us know what happened. Include a photo of any damaged packaging/product. Once we’ve reviewed your email and photos, we will reach out to set up a refund for you. Credit card refunds may take 5 to 10 business days to show up on your credit card statement.
Cancelling an Order
If you decide to cancel your order within 24 hours of placing it, simply respond to your order confirmation email and let us know. As long as your order has not been processed and shipped, we are happy to refund your purchase price.
After 24 hours, we cannot offer order cancellation as your item(s) will already be in our order fulfillment system. If it is after the 24 hour period, you can return the item(s) according to our Return Policy above.
We’re here for you
If anything is unclear or you have more questions, feel free to contact us at:
Thank you for choosing The Custom Shade!
The TCS Team