Main Disc. Thread: Where Is My Custom

As we continue expanding the offerings and the number of orders continues to rise, we have noticed an uptick in customers missing orders.

While on our end in most cases we have completed the orders, the customers still have not received their customs. We have tracked down the issue to e-mail providers blocking our e-mails, strange customer e-mails and customers often not adding Q to their allowed senders.

Since this is the case and we can’t really do much on the e-mail side, we have decided to create this handy little tool, which will allow everyone who orders a custom to easily input their order number and name and retrieve the download link to their custom.

Now, this is an early MVP version and could contain bugs and glitches. If you find any, please post them in this thread.

Also, please refrain from spamming the servers in anticipation - if you receive a completion e-mail, the completed custom will likely be on whereismycustom.

Next, please be aware this is still a manual solution. Q-Engineer has to manually input each order’s download link. This will change in the future once automation has been finished.

Furthermore, please follow the rules outlined on Q. Avoid double orders, fake names, other people’s names, etc. This will all complicate things, and you’ll likely have to go through support and have to wait.

Remember, 1 custom per order, use your account name, follow the custom guidelines - this way, your custom is extremely likely to go out in the allotted time. The rules aren’t arbitrary, and breaking them adds a lot of additional manual work that can significantly delay a custom’s production.

Finally, consider only checking for orders completed starting from today (3/13/2025). Previously completed orders are not available at whereismycustom.

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Another suggestion for people: don’t put your order numbers in forum posts. That is “sensitive” information between you and the company.

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I’m glad this a thing.

Gmail, which is no small email provider, has ‘lost’ my customs more than once.

Thanks for thinking of the people, as always, Bois.

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Yes. Thank you for pointing this out. Going forward, if you encounter an issue with an undelivered or lost custom and it’s over the delivery date, create a ticket, then post the ticket number and we can handle it there.

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Thank you. This is a nice addition :pray:

This is going to be a blessing for the customers.

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That might be the reason?

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@Fire I ordered a Name Embedded Major Title order #2029478 with expedited shipping on 03/18 and still have not received it. I tried completing the form at “SC Where Is My Custom” but it said File Not Found.

It will show up there when the order is “completed” what does it say in the “orders” page?

This service useful when the order is completed but no download link mail arrives.

Just used this tool for the fist time for an unreached mail. Worked well and i got my file👍

My express next day name embedded custom still hasn’t arrived.

Order #2029560, placed on April 2, 2025

@Fire @SaintSovereign

It’s now arrived, thanks team :mechanical_arm:

Ticket #29852 opened today for a custom that is on hold from October, I received an email saying to license new modules which I’ve done.

Has this been taken care of?

No, at this point I’d like a refund.

I am also missing a custom #2029813 from 5/5. It is still “processing”.
Edit: custom arrived 15 minutes after I wrote this.

I’m sorry, we don’t do refunds with customs. The modules were not licensed and once they were, the order goes at the bottom of the queue. It isn’t fair to those who follow the instructions perfectly to have to wait. If you want to change the modules to fit your needs now, that’s fine, which serves more as an exchange in these situations.

To the others saying they were late, one of of them was ordered on the 7th, for example. Please remember that the stated policy is 3-5 business days. The weekends are not business days. Sometimes Q-Engineer will graciously build them on the weekends to keep the queue clear and get some extra cash.

The 7th was last Wednesday. Technically, depending on when the order was made, last night or today is the due date.

For now, I’m going to tell Q-Engineer that they may continue to process on the weekends if they like and I’m adding to the checkout process to clarify (again) this policy, but if this continues to happen, we will have no choice but to standardize the process and no customs will be processed on weekends.

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This is the order from October 2024, I licensed new mods and asked for that to replace and it didn’t happen, I’ve purchased 2 customs since, I just don’t know how else to proceed… we’re talking 7 months now give or take 2 weeks. Thank you for this update, how do we proceed?

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PM me the changes to that order and we’ll go from there.

But everyone, please license your modules and ensure that the name on the account matches the name on the orders. We take this seriously, and yes – your orders can be held up for quite some time over this.

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