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How long does an order take?
Production takes up to 3 weeks after design approval. Most orders are completed sooner, but we quote up to 3 weeks to keep expectations clear.
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What's the $150 setup fee for?
It's an order setup fee, not a design fee. It covers your custom design, up to 3 revisions, and prepping the artwork files for production. Whether Kai'i'ni designs it from scratch or you send your own artwork, the setup fee still applies — every design has to be re-laid out to our patterns and color-corrected so it prints clean.
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Do you do rush orders?
Sometimes. The fastest we'll attempt is 2 weeks from design approval, with no rush fee charged. We don't guarantee rush timelines — if your order is late, no refunds and no partial credits. You'll acknowledge that explicitly when you place a rush order. We'd rather be upfront than over-promise.
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Are there refunds once an order starts?
No. Every order is custom-built for you, so once design begins and you approve the final mockup, refunds aren't possible. We give you 3 free revisions before approval to make sure it's exactly right. The goal is to lock in the design together so we both know what's being built — then we just go make it.
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Do you ship? How much?
Yes — FedEx, worldwide. Shipping is paid by you at checkout (we'll quote the exact rate based on your destination and order size). If you're on-island in Hawaii, local pickup is the free alternative — just let us know in your inquiry.
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Do you have minimums?
No minimums on sublimated products. Order exactly what you need. Pricing per piece decreases as quantity increases.
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Where are you located? Can I visit the shop?
We're based in Hawaii. There's a production shop, but no public storefront yet — everything's handled online or by phone. If you're local and want to pick up your finished order, that's something we can absolutely set up.
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What if the size is wrong when my order arrives?
If the mistake is on our end, we fix it at no cost. If the size you provided was wrong but we produced exactly what was ordered, we can remake the item in the correct size — but you'd cover the replacement. We don't offer exchanges on custom products since every piece is built specifically for you.
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Can I send my own design?
Yes, and the $150 setup fee still applies. Even with your own artwork, we have to adapt every file to our garment patterns, color-correct it for printing, and prep it for production. That's the work the setup fee actually pays for.
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