Custom print is made-to-order, so we can't accept returns the way a standard retailer does. What we do: guarantee our work, reprint at no cost when it's our fault, and resolve every legitimate issue within 48 hours.
Last updated: 2026-04-20
Every order is printed specifically for you — we can't restock it if you change your mind. That said, if there's a defect we caused (misprint, cut drift, wrong color, damaged in production), we reprint for free and eat the shipping. We stand behind our work.
Production defects we caused: incorrect color vs your approved proof, cut path drifted outside tolerance, wrong finish applied, wrong quantity shipped, or damage during our handling. Report with photos and we handle it within 48 business hours — usually with priority rush on the reprint.
Issues in the artwork you approved in the digital proof: typos, low-resolution images, incorrect URLs, wrong spelling — these are your approval. If you catch one after approval we can quote a re-run at cost. Preferences (you changed your mind on color, size, paper) are not returnable.
Report quality issues within 14 days of delivery (tracking date). After 14 days we assume everything is fine and can only quote a discounted re-run as a courtesy. Damage in transit should be reported within 48 hours of delivery with photos of the packaging.
Email [email protected] with: order number, what went wrong, and photos of the problem. For large orders (>500 units), keep at least 10 affected pieces for us to QC internally. Our team replies within 2 business days with the resolution path.
If a reprint isn't possible (e.g., event passed, you already used the good pieces), we issue a refund to the original payment method — card, ACH, or Klarna. Refunds typically land within 5–10 business days depending on your bank. Shipping is refunded along with merchandise on defect claims.
Advertising retainers are month-to-month with no lock-in. You can cancel anytime with 15 days notice — we finish the current cycle and don't bill again. Academy courses have a 14-day satisfaction guarantee from purchase. See our Terms of Service for full details on services.
Email us at [email protected] or write to KOAI Studios, 2033 NW 135th Ave, Miami, FL 33182.
