FREQUENTLY ASKED QUESTIONS

CUSTOM PRODUCTS

Can I see a proof before I order?

Unfortunately, no. We don’t start work on any designs for Custom Products until we have received payment.

How long does it take to get a first proof of my customized product?

You will receive a first proof to review and provide feedback on within 48 hours of purchase. Once your proof has been reviewed, revised and approved, we will move into production.

How long does it take to produce & ship my item?

It takes 3 to 5 business days to produce your order, depending on the volume you purchased. Shipping can take an additional 1 to 5 business days, depending on the method chosen.

 

Approximate shipping times are:

  • First Class: 1 to 5 business days
  • Priority: 1 to 3 business days
  • Priority Express: 1 to 2 business days

SHIPPING & RETURNS

What happens if my order is damaged in transit?

If your order is damaged in transit, please send us a message and photo of the item(s) within 48 hours of your item being marked as ‘delivered’ by the post office. We will work with you to either provide a refund or a replacement of the item(s).

 

We may ask that you keep the packaging for postal insurance purposes. In the case that you cannot provide a photo of the item(s) and the packaging, we will not be able to provide you with a refund or replacement.

 

Any claims regarding damaged items after 48 hours will not be considered for a refund or replacement.

I put the wrong delivery address, can you change it for me?

Yes! As long as we haven’t already marked your item as ‘shipped’ you can send us an email at allie@kulgra.com with your order number and correct address.

Can I return or exchange my order?

We only allow returns or exchanges for items that are not custom or personalized. Items eligible for return or an exchange must be returned within 7 days of receipt, and be in the original packaging and condition. Buyer will be responsible for return postage.

 

If you purchased an item that was custom or personalized you will only be allowed to cancel the order before it goes into production.

 

Visit our Returns Policy page to learn more.

Help, I received the wrong product!

If you received a product different from the one that you ordered, sorry about that! Please contact us at allie@kulgra.com and we’ll be sure to get you the item you ordered as soon as possible.

Do you offer free shipping?

Yes! Orders $50.00 and over shipping within the United States will receive free First Class shipping. You can read the full details on our free shipping offer here.

How fast is First Class mail versus Priority Mail?

Approximate shipping times within the United States is as follows:

  • First Class Mail: 1 to 5 business days
  • Priority Mail: 1 to 3 business days
  • Priority Mail Express: 1 to 2 business days

 

Please note the above times exclude any time needed to process & produce your order.