1. Global Shipping & Processing

We ship worldwide through a curated network of fulfillment partners to ensure reliability, safety, and efficiency.

1.1 Processing Times

Processing begins once your payment is verified.

Standard Orders

• 3–7 business days

Special Orders (custom pieces, made-to-order, bulk, pre-orders)

• Typically 1–3 weeks

• May require up to 6 weeks depending on vendor capacity, materials, or seasonal workload

If you require Express Shipping, please contact us within 60 minutes of placing your order.

After this window, all orders proceed using our standard queue and Economy method.

1.2 Holiday & Peak-Season Processing

From November onward, order volumes increase significantly.

To ensure your items arrive in time for your event, celebration, or holiday, we recommend placing your order at least 3 weeks before the required date.

Please note that weekends and holidays are not considered business days, and processing times may extend during peak periods.

If you have a specific date in mind, feel free to contact us — we’re always happy to help.

2. Delivery Estimates

Delivery speeds depend on the shipping method selected at checkout and your location.

Economy Shipping

• Cost-efficient

• Standard global transit time

Express Shipping

• Priority handling

• Faster international delivery

• Available upon request within the 60-minute modification window

If your parcel does not arrive within the expected timeframe, contact our support team for assistance.

3. Regions with Known Delays

Certain destinations may require additional time due to customs, import regulations, or regional logistics constraints.

Expected longer timelines:

Israel, Russia, Brazil, Poland, Korea, Ukraine, Hawaii, Puerto Rico, and remote or rural areas.

3.1 Country-Specific Requirements

To avoid delays, ensure the following:

• Schengen Area & Russia — Full legal name

• Brazil — CPF number required

• Korea — Full name and address in Korean

• South America (Argentina, Peru, Colombia) — Tax ID recommended

• Germany (FedEx/TNT) — EORI number

• Ukraine & Belarus — 30+ day minimum delivery timeline

Destination-based requirements may change without notice due to customs regulations or political conditions.

4. Customs, Import Taxes & Duties

We aim to reduce customs fees by fulfilling from the nearest available warehouse.

Most small or lightweight shipments qualify for low or no duty.

However:

• Bulk, wholesale, oversized, or high-value orders may incur import taxes

• VAT, customs fees, and duties are the responsibility of the recipient

• Local authorities may require identification or tax documentation

We cannot predict or control customs decisions.

5. Tracking Information

Your tracking may show several statuses:

• Pending — Payment verification in progress

• Info Received — Order packed; awaiting carrier pickup

• In Transit — On the way

• Out for Delivery / Delivered

• Failed Attempt — Delivery attempted

• Exception / Returned / Expired — Issue detected by carrier

If you experience a delay, please contact your local carrier first.

Our support team can assist afterward if more information is required.

6. Packaging & Delivery Assurance

All orders are hand-packed with care.

If you require custom packaging, gift wrapping, or reinforced packaging, contact us in advance; additional fees may apply.

Please inspect your package immediately upon delivery and report any issues within 24 hours.

7. Delays Beyond Our Control

Unexpected disruptions may occur due to:

• Severe weather

• Natural disasters

• Global health crises

• Political unrest

• Airspace restrictions or conflict zones

• Peak-season congestion

• Supply-chain shortages

While these are outside our control, we assist wherever possible.

8. Unreceived or Held Packages

If your parcel is held at a post office, customs, or logistics center:

• Contact the carrier directly with your tracking number

• Arrange pickup or schedule redelivery

• Ensure customs documents or fees (if required) are completed promptly

We can provide supporting information upon request.

8.1 Late Delivery Courtesy

For delays beyond standard expectations:

• Standard shipping → $5 credit

• Express shipping → $10 credit

• Occasional bonus complimentary gift

(Discretionary; issued case-by-case.)

9. Returns & RMAs

If your item arrives damaged, defective, or incorrect:

• Request an RMA within 24 hours

• Provide photos and your order number

• Once returned and inspected, we will arrange a replacement or refund

Special conditions apply to special orders, customized items, and limited-run pieces.

10. Order Cancellations

Orders may be cancelled before processing begins.

Once processing starts, modifications or cancellations are rarely possible.

When an order is cancelled, you will receive a confirmation email.

Cancelled orders cannot be reinstated; a new order must be placed.

11. Why an Order May Be Cancelled

11.1 Item Unavailable

An item may no longer be available due to:

• Stock discrepancy

• Quality-control failure

• Supplier or manufacturer issues

We attempt to source from alternate locations before cancelling.

11.2 Payment Not Approved

Your payment may not be approved due to:

• Insufficient funds

• Bank/issuer decline

• 3D Secure or OTP not completed

• Verification pop-up blocked

• VPN, proxy, or IP mismatch

• High-risk behavior flagged by fraud detection

• Gateway timeout or authorization failure

These issues must be corrected before reattempting the order.

11.3 Address Verification Errors

Orders may be cancelled if the provided address is:

• Incomplete

• Incorrect

• Missing unit/house number

• Invalid ZIP/postal code

• Undeliverable by courier

• Listed as high-risk or restricted

11.4 Product Cannot Ship to Destination

Some items cannot be shipped to certain countries or regions due to:

• Courier limitations

• Oversized dimensions

• Hazardous-material classification

• Fragile-item restrictions

• Import regulations

• Local customs bans

• Sanctions

• Political conflict, war zones, or closed routes

• Strikes or airspace restrictions

If an item cannot legally or safely be delivered, the order is cancelled before shipment.

11.5 Special Orders

Special orders may be cancelled only when:

• Vendor cannot produce

• Material shortages occur

• Quota or allocation is full

• Item fails inspection

• Destination is not serviceable

Once production begins, special orders are final sale.

12. Payment Holds (Authorization-Only)

If your order is cancelled before shipping:

• Your payment is not captured

• Any pre-authorization hold is automatically released

• Banks may take several business days to update your balance

These holds are controlled by your financial institution.

13. Reordering After Cancellation

Before placing a new order:

• Confirm your payment method is approved

• Enable pop-ups for authentication

• Disable VPN or proxy

• Ensure your billing and shipping addresses are complete

• Complete 3D Secure if prompted

• Use the same device and IP when possible

An order confirmation email will be sent once payment is successfully processed.

Please provide your quantity

Personalization & Customization

We offer a wide range of personalization and customization options to ensure your product is truly unique. Whether you're adding a name, logo, slogan, or special message, our team will work closely with you to bring your vision to life. From custom artwork to color matching, we provide the flexibility to create a one-of-a-kind product that reflects your exact requirements.

Artwork Submission Guidelines

For the best results, we strongly recommend submitting artwork in Adobe Illustrator vector format.

Preferred File Types

• .ai (Adobe Illustrator)
• .eps (Vector EPS)
• .pdf (Vector PDF with text converted to outlines)

Acceptable File Types

• .jpg, .jpeg, .png (high resolution only; minimum 600 dpi)

Not Accepted

We cannot accept:

• .gif files
• Page-layout formats (Quark, Pagemaker, InDesign, etc.)
• Word or PowerPoint files
• Photocopies or scanned prints
• Business cards, letterheads, or faxed images
• Any low-resolution or non-vector files that cannot produce a crisp imprint

Artwork Requirements

• All text must be converted to outlines (Shift + Ctrl + O in Illustrator). This prevents font substitution and ensures your logo prints accurately.
• Do not resize artwork before submitting. Our team will size it correctly based on the product's imprint area.
• If your file is too large for email, use a compression/upload service (WeTransfer, Zip, StuffIt, etc.).

Artwork Modification

If your artwork requires editing, reconstruction, cleanup, or conversion to vector format, additional fees may apply for our professional graphics services.

Electronic Proof (eProof)

Before production begins, you will receive a FREE Electronic Proof (eProof) via email showing:

• Logo placement
• Ink/print colors
• Size and imprint area
• Final layout details

Your eProof must be approved before production can start.

If edits are required:

• A revised eProof will be sent for your approval
• No production will begin until final approval is received

Production Lead Time

• Standard Production: 7–10 days after final artwork approval
• Special/Wholesale/Customized Orders: May require 2–6 weeks
• Rush Orders: Accepted only if pre-approved — contact us before completing checkout

Production begins immediately after eProof approval, so please review carefully.

Order Changes & Cancellations

• Order changes or cancellations must be requested within 60 minutes of placing the order.
• Once processing or artwork has begun, cancellations may incur charges based on labor, materials, and time spent.
• Customized, engraved, or personalized items are strictly non-returnable and non-cancellable once in production.

Returns

Customized, personalized, engraved, or made-to-order products are final sale and not eligible for return, exchange, or refund unless:

• The item is defective
• The customization does not match your approved eProof
• We made an error in production

Artwork Approval Policy

We take branding seriously — consider us your brand guardians.

We will not manufacture any customized order until you approve the final artwork.

Artwork Checklist

Please ensure:

• All artwork is at least 600 dpi
• Text is converted to outlines
• Colors are accurate and clearly specified
• Files are in .ai / .eps / .pdf when possible

During the approval stage, we may request a vector version if needed for clarity and quality.

Art Preparation (Art Prep)

Our in-house design team will:

• Review artwork for quality
• Perform minor adjustments as needed
• Prepare color-separated files if required
• Scale artwork to maximize imprint area (unless you specify otherwise)

If no imprint size is specified, we will choose the most suitable area based on product and method.

Wholesale & Bulk Ordering

We proudly offer wholesale pricing and terms for business clients.

Wholesale Benefits

• Discounted pricing
• Volume rates
• Optional customization
• Priority production scheduling

To apply, please create a Wholesale Account on our website.

Trade Program

Our Très Elite Trade Program supports:

• Designers
• Architects
• Contractors
• Hospitality professionals
• Event planners

Members enjoy:

• Exclusive discounts
• Priority service
• Custom project support

Register through our website to join.

Free Customization (With Minimums)

We offer complimentary customization on select products when you order 10 or more pieces.

Includes:

• One imprint color
• Background color selection (submit hex code at checkout)
• Up to 3 artwork files, images, or custom messages per product

(Regular value: $55 setup fee + 500-unit minimum.)

How to Request Free Customization

1. Place your order
2. Check your email for the order confirmation
3. Email or message us:
   - Your order number
   - Artwork files
   - Background color (hex code)
   - Any special instructions

We will send:

• A customization preview
• Any requested revisions
• A final eProof for approval

Production begins immediately after approval.

Good to Know

For wholesale or bulk orders:

• Please contact us before placing your order
• We will prepare a personalized quote with accurate shipping and export details
• Special, wholesale, or customized orders may require 2–6 weeks processing time
• Express bulk solutions, duty-paid options, and expedited shipping are available depending on product type

Questions?

We’re here to help.

Please contact us via email or chat for artwork assistance, customization requests, wholesale inquiries, or trade program registration.