What happens if you run out of a color or size?

We will notify you, and ask you what brand you would like us to substitute it with.

How do I get in touch if I have questions about my orders or products?

We have a Customer Service Center available by phone and online chat, Monday-Friday from 9:30am-4:30pm EST.

How will you be able to receive my online orders?

You will grant us access to your store's account. If KIP created your website, we already have access to your account. If we did not create your website, you must grant us access by forwarding us your website login credentials. We will receive emails from your online store everytime a purchase has been made. Once we receive the order(s), KIP will be able to print and ship to the address of your customer(s).

Can I just forward you the online orders without giving you access to my store?

No. We must be able to have access so we can manually enter the weight of each package, create shipping labels from your online platform and mark the shipping as fulfilled.

Where is your facility?

Where located in Philadelphia, PA.

What's your Return Policy?

Return Policy Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense. If you or your customers notice an issue on the products or anything else on the order, please submit a problem report. The return address is set by default to the KIP facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks. If KIP's facility isn't used as the return address, you would become liable for any returned shipments you receive. Wrong Address - If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable). Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable). KIP does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of. Returned by Customer - It is best to advise your end customers to contact you before returning any products. We do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at your expense and discretion. If you choose to accept returns or offer size exchanges to your end customers, you would need to place a new order at your expense for a face mask or a product in another size.

What is Warehousing & Fulfillment?

Warehousing & Fulfillment is a service that lets you store your products at our warehouse, and we’ll pack and ship them to your customers when orders come in. The way it works is that your merchandise is stored at our warehouse, we receive them and stock them, and when an order comes in, we pack and ship the product to your customer.

Where are returns sent?

Depending on how you have your account setup with KIP, returns will either be returned to you or our warehouse.

Can I send you my designs to print?

Yes. If you want your designs printed, we'll send you a custom quote.

Can I order a sample shirt of my design?

Yes. Depending on brand, sample shirts are anywhere between $10 - $15 including shipping and handling.

Can I order a sample of my branded packaging.

Yes. Send us an email of exactly what you want sent, and we'll respond back with how much it will be.

How do you print on apparel?

Currently, we only offer heat press printing.

What kind of printers do you use?

We use sublimation printers.

What kind of paper do you use?

We use a mixture of Sublimation Vinyl and Iron On Vinyl depending on your design.

What can I substitute on the Subscription Plan?

You're allowed to substitute brand names, if we have them in stock. The pricing shown is the lowest price we can offer. Substituting brands won't lower the prices, but may increase them. Your are able to add or subtract more scoop tees for vneck tees, or vice versa. You CANNOT substitute merchandise, and keep the same quote. Ex: substituting less shirts for more pants. You'll have to choose an add-on plan.

How does the Percentage Plan work?

KIP takes 25% off each online order that we have to print and ship. At the end of each week we'll send you your invoice. Either weekly or bi-weekly, you send us our cut of the total sum through either direct deposit or credit card. If payment is not received 48 hours after receiving your invoice, your online merchandise will be marked 'out of stock', which stops customers from being able to make any further purchases. Your website will still be viewable, purchasing would be 'paused' until payment is received.

What brands do you carry?

We currently carry Bella Canvas, Next Level, Tel Mex and Gildan.

Can I pick the brand I want to have printed on?

Yes! Prices may vary depending on which brand you choose. You're allowed to mix and match brands.

What is the estimated delivery time and how is it calculated?

Our fulfillment time average is 2–7 business days for apparel products. When we calculate the estimated fulfillment time, we take into account the current order volume and our capacity. The estimated shipping time is calculated according to our historical shipping data for deliveries to your area or selling region. The estimated delivery time is just an estimate, it’s not a guarantee. You can receive the order past the EDT for reasons, like:

• Issues with print/embroidery files
• Products being out of stock
• Shipping related delays like failed delivery attempts, service disruptions

Do you offer shipping with tracking?

Yes, all KIP's shipping methods have tracking.

Where does KIP ship to?

We ship where your customers are. If your site is available for international shipping, then we will ship internationally. We just follow however your store is setup for shipping.

What if my customer entered the wrong address?

In some scenarios, the local post is still able to make the delivery depending on the error that was made in entering the recipient address. If they are unable to deliver the package it will be returned to our facility and you will be notified once it is received back. Within 4 weeks you will need to confirm the updated and correct address as well as confirm the charges for reshipping the package.

Do all items in orders always ship together?

Yes, for the most part. If we have to ship items separately, both you and your customer will receive a notification.

My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end customer. You will receive notice once the order arrives back to our facility. We would advise contacting your end customer to determine how they would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by your customer, or had an incorrect address originally provided.

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you. We may ask for your help before doing that, like confirming with your customer that the shipping address was correct. It would also be good to double check that your customer got in touch with their local post office to try locating the lost order. Keep in mind that if tracking information states an order was delivered but your customer thinks they haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense. You can check out our return policy for up-to-date details about reshipments.

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to support@kipdesignfirm.com, then we'll gladly send a replacement at no cost to you.

What if the recipient's address was wrong?

If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. If you set the return address as your own, you can update the address and personally reship the order. If our address is set as the return address, then we'll contact you for an updated address. If the package was not returned to sender, then you would have to process a new order to replace the original.

What happens if a package wasn't delivered to my customer, but the tracking states that it was?

If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Printful won't cover the cost of reshipping or refunding the order. There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch." If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

What should I do if it’s past the estimated delivery time and my clients still haven’t received their order?

Wait a day or two. Shipments can get delayed for reasons we can’t predict. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, it’s not a guarantee. Get in touch with our customer support team. Let us know about your delayed shipment and we’ll check the latest delivery estimates to your location. We may ask you to wait a few more days to receive the order. Reach us by clicking the yellow speech bubble element in the bottom right corner or email us at support@kipdesignfirm.com.

Why is my product out of stock?

The biggest pro of printing on-demand is being able to offer dozens of unique models and color options for your products. To be able to offer so many variants, we don't maintain stock of all product variants, but restock the less popular items on demand (this usually takes just a few days and is calculated in our fulfillment time). However, sometimes you might encounter a situation when your product is out of stock at our suppliers for a longer period of time. Usually, it's because:

• the manufacturer has low quantities of the product,
• they're located further from us,
• the item has suddenly been discontinued.
• you missed your payment under the "Percentage Plan."

My order has been sent, why don't I see the tracking info?

Your order was shipped but it can take up to 48 hours for tracking info to show up in a carrier's tracking system. To minimize confusion, you may want to let your customers know in your shipping emails. Note that international shipment tracking may take up to a few days to display any updates but that doesn't necessarily mean the shipment is lost.

Are the packaging materials recyclable?

The poly bags used in our packaging are recyclable, low-density polyethylene, FDA and USDA compliant. The boxes are recycable as well.

Does packaging include any branding?

No, unless you paid for us to render that service. The packaging we use for your orders doesn't have KIP branding anywhere on or inside a shipment's packaging. KIP is completely white-label so you can add your own logo. We'll print your logo on the shipping label and place it on the outside of most of your packages! In the Packaging Slip, you can also include your own customized message, support number, or an email that we'll print on your packing slips.

Can I include custom messages for Printful orders?

Yes, you can add your own message (and logo, if you choose) that will be added to each packing slip. If you want this added, let a Team Member know and for an additional cost we can create that for you.