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BLAZING FAST ! QUICK PROCESSING AND SHIPPING TURNAROUNDS RUSH SERVICES AVAILABLE !
CUSTOM PRODUCT BULK DISCOUNTS. LOGIN REQUIRED.
Discounted Shipping Options Available

Frequently Asked Questions

Order Information

How can I place an order?
At this time orders and custom order requests may be placed or submitted online. Orders are processed automatically once payment is made. Custom Order Requests will receive a response within 72 business hours from the time submitted. Chat is also available for faster response.
I placed an order but need to make a change. How can I do this?
If you placed an order and need to make a change you can do so from your customer account page up to 30mins after the order is placed. Cancellation or modification requests must be received by COB on the "SAME" business day. Any request received after the 30 minute grace period will acquire a 10% restocking and service fee. No cancellations or modifications will be processed after COB when the order is placed because production starts immediately.
I placed an order and now it says sold out. Why?
Sometimes an item may sell out at the exact time that you are placing your order. In this case there is no way for the system to update the inventory in prior to the order being placed. KIOKO verifies inventory and does extend the customer the option to replace with a like item if, if not, the affected item is cancelled and refunded (may indclude indivial or full order items).
Do you offer bulk discounts?
Absolutely! Bulk discounts are applied automatically on eligible products. Pricing has been determined and estimated based on multiple factors including color(s), quantity, and size(s). All wholesale orders are FINAL SALE due to the nature of the item. Bulk orders may be cancelled by the end of the business day in which the order is placed, after this timeframe the order will be processed and printed exactly as agreed upon based on the quote and invoice.
How can I cancel an order?
Cancellations may be made from your customer account up to 30 mins after your order is made. Requests made after this time will not be accepted due to the fact that all orders are processed and printed directly after being received. Digital files are ineligible for cancellation.

Payment & Delivery

What payments do you accept?
KIOKO accepts PayPal, Visa, Mastercard, American Express, Sezzle, Google Pay, Apple Pay, Shop Pay, and AmazonPay.
My order wouldn't process, what do I do?
Orders are automatic and will not process without valid payments therefore the payment method must be supplied at the time the order is made and cannot be changed afterwards.
How can I get assistance if I need it?
Orders will not process without a valid form of payment. If you have issues try another method.
How can I get assistance if I need it?
There is an option to add or use "coupon codes" during checkout. Simply input the code when asked and prior to making your final payment. Stores discounts will automatically be added and cannot be combined with any other codes.
How can I get assistance if I need it?
You can check the status of your order from your Customer Account page or use the dedicated Track My Order page.

Shipping

How can I get assistance if I need it?
Live rates from postal carriers.
How can I get assistance if I need it?
At this time, we only ship to the United States and Territories – including APO addresses. Our processing time does not reflect time in transit. Time in transit depends on carriers and their current stated transit times. Standard shipping for orders in the United States are shipped via primarily with UPS ground shipping, USPS First Class or USPS Priority mail depending on location. Customers are able to choose their desired shipping method during checkout. International orders are shipped via USPS First Class International Mail or UPS Worldwide.
Can I upgrade my shipping?
Yes! The customer has the option to upgrade their shipping at their own expense during checkout. Shipping rates are real-time quotes and will show all available options and their rates at the time of purchase. No shipping upgrade will be processed after the purchase has been made.
I have a rush order. When will it ship?
All orders qualifying for next business day turn around must be submitted by 11am EST Monday to Friday. Orders submitted after 11am EST will be processed as a next day order and shipping timeframes will be adjusted accordingly. All orders qualifying for same day turn around must be submitted by 11am EST Monday to Friday. Orders submitted after 11am EST will be processed as a next day order and shipped the following business day. No expedited orders are processed on weekends. A $65 Rush Fee applies for most same day orders. This does not include the regular shipping fees. A $45 Rush Fee applies for most next business day orders. This does not include the regular shipping fees. Rush orders are processed on a case by case basis and fees may change depending on the type of order. Rush Fees for each service can typically be found under the respective product somewhere within the product information sections. If your order total is $300 or more please contact Customer Service via chat or email to inquire about the rush order prior to making a purchase. KIOKO reserves the right to cancel rush orders if production does not allow us to meet the desired deadline therefore please ask prior to purchasing.
What are your processing timeframes?
Processing takes 3-5 business days for most retail orders. Embroidery, Custom Product Orders, and Wholesale orders processing timeframes vary. Please read the infromation in the product description's section to get an idea of how long the service will take or contact KIOKO directly for confirmation. For custom orders the processing time will be determined on the quote in which the customer will be able to agree and pay the invoice or decline. Once the shipment is dropped off it, depending on the shipping method, stateside deliveries can take another 3-5 business days. Most smaller retail orders are received within 8 - 12 business days, not including weekends, of ordering assuming there are no postal delays and depending on the destination's address. International orders usually take 2-4 weeks to arrive depending on the destination and customs processing. KIOKO is not liable for delays caused by parcel handlers or extenuating circumstances in an area such as a natural disaster or state of emergency.
Is my package insured?
Yes! We offer Insurance on all orders. The customer can choose to add additional insurance at the time the order is made, at their own expense.

Artwork Specifications

What type of digital files do you accept?
300 dpi PNG, SVG, & AI up to 5GB. If the image needs to be printed without the background, the customer is responsible for removing it.
What type of embroidery files do you accept?
DST and .PES files may be submitted.
What color profile do you print in?
We recommend you submit your image in sRGB color profile. You can submit it in CMYK but the image will lose vibrancy when printed.
Do you print trademarked images?
No TRADEMARKED or COPYRIGHTED images. It is recommended that you submit images with great color, high resolution, and within the formats previously outlined. All images are printed as is. Kioko Clothing Company does not alter any images during the printing process therefore it is very important that you submit a quality file, check all artwork, and follow the guidelines provided. Solid neon colors can be printed. Neon shadows, fading lights, or light shadows are not recommended since they do not print right and will be overpowered by the white under-base. Please see the section that lists GOOD vs BAD artwork. Transparent or translucent gradient IS NOT recommended, it will lose it “blending” effect where transparency of 30-40% will start to break and create jaggy edges in your artwork because the printer will lay white under them thinking there is color there creating an effect like the one below.(How to fix the issue) Make the gradient more solid or remove it completely from the design.
My image looks blurry. Why?
Pixilation... It is recommended you create your files in vector formats such as .AI or .SVG and then export to hi-res 300dpi transparent .PNG format.

Digital Files

Do you sell digital files?
Yes. We do offer some digital files. All available files will be seen under the Digital Files section. No alterations will be made to any files. They are sold as is.
How will I receive my file?
You will not receive an item in the mail. The download is automatically sent once payment is made. By purchasing a downloadable design it is assumed that you are knowledgeable about which file formats work with your plotter/vinyl cutter, graphic design software, etc., as well as how to operate your equipment.
Are digital files refundable?
Due to the nature of our downloadable products, there are no returns or exchanges on digital items and all sales are final. If you have an issue with your download you can contact customer service via the Contact Us section or via chat during normal business hours.
I'm having an issue with my file. What should I do?
Contact customer support via the Contact Us section. You can also contact us via chat during normal business hours.
How many times can I download my file?
Two only. If you lose or corrupt your files from misuse after you have downloaded them three times, you will need to repurchase the asset if you require to use it in the future. We recommend downloading the files and making a copy to a hard drive as a backup for future use.
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