FAQ
General Questions
What is Netecom?
Netecom is a creative gift brand owned and operated by NETECOM LLC, offering personalized gifts, memorial keepsakes, coloring books, faith-inspired products, home decor, and other thoughtfully designed products for meaningful occasions.
Where can I find product information?
Detailed information about each product, including available options, sizes, materials, personalization instructions, and other specifications, is provided on the individual product page.
If you have additional questions about a product, please contact our customer support team.
Ordering & Personalization
Do you offer personalized products?
Yes. Selected Netecom products can be personalized with information such as names, photos, text, or other customization details.
Please check the individual product page to see whether personalization is available for the product you are interested in.
How do I submit my personalization information?
Personalization instructions vary by product.
Please follow the instructions provided on the individual product page when placing your order.
For products requiring photos or additional files, please provide all required information according to the instructions provided.
Can I change my personalization after placing an order?
Please contact us as soon as possible if you need to change your personalization information.
We allow order changes or cancellation requests within 24 hours of placing an order. After this period, production may have started and changes may no longer be possible.
What happens if I don't provide the required information?
Production may be delayed if required personalization information, photos, files, or other necessary details are missing.
For custom products, processing begins after all required information has been received.
Processing & Delivery
How long does it take to process my order?
Most Netecom orders are processed within 5–7 business days.
Processing time refers to the time required to prepare and produce your order before shipment and does not include shipping transit time.
For personalized and custom products, the processing period begins after all required personalization information has been received.
How long does shipping take?
After your order has been processed and shipped, estimated transit time is:
United States: 7–14 business days
International: 7–16 business days
These are estimated transit times and are not guaranteed delivery dates.
How long will my entire order take?
Including processing and estimated shipping transit:
United States: approximately 12–21 business days
International: approximately 12–23 business days
Actual delivery times may vary depending on the carrier, destination, customs processing, weather, transportation conditions, and other circumstances beyond our control.
Shipping
How are shipping rates calculated?
Shipping rates may vary based on:
- Product type
- Destination country
- Order value
- Order quantity
- Package weight, where applicable
- Fulfillment and production requirements
The applicable shipping options and charges will be displayed at checkout before you complete your purchase.
Why do some products have different shipping rates?
Netecom offers products with different production and fulfillment requirements.
Some products may have different shipping costs depending on their production location, fulfillment method, package characteristics, or destination.
As a result, shipping rates may vary between products.
Do all products qualify for free shipping?
No. Free shipping is available only for eligible products, destinations, and orders according to the applicable shipping profile.
If your order qualifies for free shipping, the available option will be displayed at checkout.
For more information, please see our Shipping Policy.
Coloring Books
Why does shipping for coloring books vary?
Coloring book shipping rates may vary based on order value, quantity, package weight, and destination.
Larger orders may have higher shipping charges because additional books increase the total package weight and shipping requirements.
The applicable shipping fee will be displayed at checkout.
Can I order multiple coloring books?
Yes. You can order multiple coloring books, subject to product availability.
Please note that larger orders may have different shipping charges because of increased quantity and package weight.
Custom Photo Coloring Books
When does production start for a custom photo coloring book?
Production begins after we receive all required photos and customization information.
The standard processing time is 5–7 business days after all required information has been received.
Can I return a custom photo coloring book?
Because custom photo coloring books are individually created for each customer, they are generally not eligible for return due to change of mind or personal preference.
However, if your book arrives damaged, defective, incorrect, or does not match the customization information correctly provided by you, please contact us within 14 days of delivery.
We will review the issue and determine the appropriate resolution.
Returns & Refunds
Can I return a product if I change my mind?
For eligible non-personalized products, you may request a return within 30 days of delivery, subject to the conditions in our Return & Refund Policy.
Personalized and custom products generally cannot be returned due to change of mind or personal preference.
What if my item arrives damaged?
Please contact us within 14 days of delivery and provide:
- Order number
- Clear photos of the product
- Photos of the packaging, when applicable
- Description of the issue
We will review the issue and determine the appropriate solution, which may include a replacement, partial refund, or full refund.
What if I receive the wrong item?
Please contact us within 14 days of delivery with your order number and clear photos of the item received.
We will review the issue and provide an appropriate resolution.
How long does a refund take?
Once a refund is approved and processed by Netecom, please allow 3–10 business days for the funds to appear in your account.
The actual processing time may vary depending on your bank, credit card company, or payment provider.
Can I exchange a personalized product?
We generally do not offer direct exchanges for personalized or custom products.
If the product is damaged, defective, incorrect, or has another qualifying issue, please contact us within 14 days of delivery so we can determine whether a replacement or refund is appropriate.
Order Changes & Cancellation
Can I cancel my order?
Please contact us within 24 hours of placing your order if you need to cancel it.
After the 24-hour period, production may have started and cancellation may no longer be possible.
For personalized and custom products, production may begin after the required personalization information has been received.
Can I change my order after placing it?
Please contact us within 24 hours of placing your order if you need to change personalization information, photos, product options, quantity, or other order details.
We will do our best to accommodate your request, but changes cannot be guaranteed once production has started.
Can I change my shipping address after ordering?
Please contact us immediately if you notice an error in your shipping address.
We cannot guarantee that an address can be changed once production or shipment has begun.
If an order cannot be delivered because an incorrect or incomplete address was provided by the customer, additional shipping or replacement costs may apply if a new shipment is required.
Missing or Delayed Orders
What should I do if my order is delayed?
Please check your tracking information first.
If your order appears to be delayed, contact us with your order number and tracking information. We will review the available shipment information and assist you with the next steps.
What should I do if tracking says "Delivered" but I can't find my package?
Please first check:
- Your mailbox or delivery area
- Around your property
- With household members
- With neighbors
You may also contact the carrier using your tracking information.
If you still cannot locate the package, contact us with your order number and tracking information.
We will review the available delivery information and circumstances of the shipment and assist you accordingly.
A refund or replacement is not automatically guaranteed solely because a tracking status indicates a delivery issue. Each case will be reviewed individually.
Business & Customer Support
Who operates Netecom?
Netecom is a brand owned and operated by NETECOM LLC, a U.S. company.
NETECOM LLC
1500 N Grant St, Ste R, Denver, CO 80203, United States
How can I contact Netecom?
You can contact us by email:
Phone: +1 (303) 927-0723
Support Hours:
Monday–Friday
9:00 AM–5:00 PM Eastern Time
When contacting us about an existing order, please include your order number so we can assist you more efficiently.
Related Policies
For complete information, please review:
- Shipping Policy
- Return & Refund Policy
- Privacy Policy
- Terms of Service