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Order & Timeline
Answers about production times and design submissions
Shipping & Delivery
Details on customs, taxes, and delivery timelines
Returns & Refund
Our policies on replacements, refunds, and damages
Order & Timeline
How long does it take to produce my order?
For most of our custom-made products like signage and large prints, production typically takes 5 to 10 business days after you have approved the final design and payment has been confirmed.
What if I made a mistake in the design I submitted (e.g., a typo)?
Unfortunately, we cannot be responsible for errors made by the customer. This includes spelling, punctuation, or grammatical mistakes, as well as design errors made during your creation process. We print exactly what is in the final, customer-approved proof. Please double-check your artwork carefully before giving your final approval.
What if I provide a low-quality or low-resolution image?
The quality of the final print is directly dependent on the quality of the image you provide. We are not responsible for inferior print quality resulting from low-resolution or poor-quality uploaded images.
Shipping, Delivery & Taxes
Why does shipping from Langkawi have extra tax and potential delays?
Langkawi is a designated Duty-Free Zone. This means all goods shipped to other parts of Malaysia are legally considered “imports” and must be declared with Royal Malaysian Customs.
- Tax: Your order will be subject to the prevailing Sales & Service Tax (SST), which you, the customer, are responsible for paying to the courier upon delivery.
- Delay: Due to this customs declaration process, we dispatch off-island orders on a fixed schedule (e.g., once a week). This may add a few days between your order’s completion and its actual shipping date.
How long will it take to receive my order if I'm outside Langkawi?
Total delivery time is a combination of production, customs processing, and courier transit.
- Peninsular Malaysia: Please allow approximately 7 – 14 business days.
- Sabah & Sarawak: Please allow approximately 10 – 18 business days.
Do you offer local pickup in Langkawi?
Yes! You can select “Local Pickup” at checkout to collect your order from our office free of charge. We will notify you by email as soon as it is ready.
Returns, Refunds & Replacements
Under what conditions can I get a free replacement?
We stand by our workmanship 100%. We are happy to provide a free replacement if the issue is our fault. This includes:
- The product has a clear manufacturing flaw.
- The print quality is poor due to an error on our part.
- You received a different product from what you ordered.
What should I do if my item arrives damaged or is incorrect?
You must contact us within 24 hours of receiving your product. Please email us with:
- Your order number.
- A clear photo of the damaged or incorrect item.
- A photo of the shipping label.
- A clear description of the problem.
Our team will review the evidence and, if approved, arrange for a replacement to be sent to you.
Can I get a refund if I just change my mind or chose the wrong size/color?
No, we typically do not accept returns or offer refunds for customer errors, such as selecting the wrong size, design, or color. We also do not offer refunds for “change of mind.”
Why does the color on my sign look slightly different from the design file on my screen?
There can be a reasonable variation in color (within 10%) between a digital proof and the final physical product due to differences in equipment, inks, and materials. This is a standard part of the printing industry and is not considered a defect.
Are there slight size differences in the final product?
Yes, please be aware that there can be a small size differentiation of 3-10mm (shorter/longer or wider/smaller) from the announced size chart due to the manufacturing process.
Can I get a refund on a sale item?
No, unfortunately, only regular-priced items may be refunded. Sale items are final and cannot be refunded.
Who pays for return shipping?
If a return is approved by our customer service team (for reasons other than a direct replacement for our error), the customer is responsible for all return and exchange shipping costs.