Store Policies

Expect timelines due to COVID 19:

Fulfillment estimate

ItemUS (INCL. BACKUP)MXEU (INCL. BACKUP)
DTG20-25 business days10-13 business days
Cut & sew15-20 business days15-20 business days
Neck gaiters10-13 business days10-13 business days10-13 business days
Embroidery14-17 business days15-17 business days
Sublimation (flip flops, socks, laptop sleeves)10-13 business days
Phone cases2-4 business days2-4 business days
Jewelry2-4 business days2-4 business days
Face masks10-13 business days3-6 business days
Home & living6-9 business days2-4 business days
Mugs17-23 business days2-4 business days
Warehousing & fulfillment1-2 business days1 business day

Delivery

When will I get my order?

It takes 3-7 days to fulfill an order, after which it’s shipped out. The shipping time depends on

your location, but can be estimated as follows:

USA: 5-8 business days

International: 10-20 business days

Where will my order ship from?

I work with an on-demand order fulfillment company with facilities worldwide!

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in my control

and is assessed by your local customs office. Customs policies vary widely for every country so

please check with your local customs office directly to see if they apply duties and taxes to your

purchases.

My order should be here by now, but I still don’t have it. What should I do?

Before getting in touch with me, please help your Koi out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address.
  • Ask your local post office if they have your package.
  • Stop by your neighbors in case the courier left the package with them.

Pro tip: Package theft is on the rise—If you’re expecting a home delivery and you know you won’t be home to accept it, use an address where you know you’ll be!

If the shipping address was correct, and the package wasn’t left at the post office or at your

neighbor’s, send me an email with your order number. Or just reach out to me on social media.

If you did find a mistake in your delivery address, I can send you a replacement order, but

shipping will be at your own cost.

Pro tip: The zip code is the most important part of the address. Use a simple tool like USPS ZIP code lookup to make sure you get it right!

Orders

How are your products made?

I work with a reliable, high-quality print-on-demand drop shipper. They have locations

worldwide, so depending on where you are, your orders are printed and shipped from the facility

that can do it most efficiently!

How do I track my order?

If your shipping method includes tracking, you’ll receive a tracking link via email when your order

ships out. If you have any questions about your tracking or shipment, just reach out using the form above or hit me up on social media.

I received a wrong/damaged product, what should I do?

I’m so sorry if the product you ordered arrived damaged. To help your Koi resolve this for you

quickly, please send me an email within a 4 weeks time of delivery date with photos of the

damaged product, your order number, and any other details you may have about your order.

I’ll get back to you with a resolution as soon as possible!

Returns

What’s your return policy?

I don’t offer returns and exchanges, but if there’s something wrong with your order, please let

us know by contacting us at info@koiroidesigns.com

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of

these apply, please contact us at info@koiroidesigns.com with photos of wrong/damaged

items and I’ll sort that out for you.

Can I exchange an item for a different size/color?

At this time, I don’t offer exchanges. If you’re unsure which size would fit better, check out our

sizing charts—we have one for every item listed on our store, in the product description section.

Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let

me know at info@koiroidesigns.com within a 4 weeks after receiving your order. Include your

order number and photos of the mislabeled item, and I’ll send you a new one, or issue a

refund!