FREQUENTLY ASKED QUESTIONS

PRODUCT INFORMATION

Are your products eco-friendly?

Simply put, yes!… by observing the following sustainable protocols we honor our living in balance philosophy. To learn more about our sustainable commitment, click here.

  We do our best to minimize waste in packaging and source eco-friendly packaging materials. Many of our packaging materials are either recyclable or biodegradable. Bubble wraps are made from a minimum of 15% recycled plastic and 10% post-consumer content.

  The Kornit biodegradable vegan NeoPigment inks used on our products are water-based, toxin-free and non-hazardous. GT-3 inks are CPSIA compliant and Oeko-Tex™ certified, which means they are safe to print on youth/children’s clothing and reduce environmental waste.

  We aim to develop our product catalog with sustainable clothing in mind. For example, check out our Eco-friendly T-Shirts, Hoodies, reusable bags, and travel mugs.

  Our custom order business model means less production waste. We fulfill orders as they come in, so our product line is not mass produced. Our manufacturing plants are sweat-shop free with high quality control standards.

  As of March 2020, we have partnered with One Tree Planted to plant a tree with each purchase, off-setting our carbon footprint.

We are committed to doing our part to create a healthier planet. We hope you will join us in that effort!

Is the ink that you use safe?

The biodegradable vegan NeoPigment inks used on our products are made by Kornit; they’re water-based, toxin-free and non-hazardous. These inks are CPSIA compliant and Oeko-Tex™ certified, which means they are safe to print on youth/children’s clothing and reduce environmental waste.

Why do some of my garments have a slight odor?

When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don’t worry, that’s not unusual – it’s from a fixation agent applied during the printing process and it’s not permanent.

Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.

Why does the print quality differ between garments?

Our printing process is best suited for garments that are 100% cotton. So if you’re looking for a product with the most opaque result, 100% cotton is your best bet. This fabric generally has a better result due to its tight weave.

We also offer products made of poly blends and tri-blends. Our manufacturer has worked hard to develop a system that allows us to print on these garments without compromising print quality. Due to the looser weave and combination of fabrics, these garments will have a faded/vintage look. This is a pretty cool effect, but may not be ideal for you if you want a more opaque outcome.

If you have any further questions regarding printing on a specific fabric, don’t hesitate to reach out to our support team at [email protected]!

How do I care for my new custom made goods?

Details instructions can be found in the Care Instructions at the bottom of this page.

What happens when a product is out of stock?

To be able to offer you a wide array of products to choose from, we don’t maintain stock of all variants. We therefore restock the least sold 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 a product is out of stock at our suppliers for a longer period of time. Usually, it’s because:

  • our manufacturer has low quantities of the product,
  • the supplier is located far away from our manufacturer,
  • the item has suddenly been discontinued.

If your order has any items that are out of stock at our suppliers, we’ll notify you immediately in the confirmation email you’ll receive about your order. There are a few things you can do if a product is out of stock:

  1. Choose to an alternative product. 
  2. Wait for products to come back in stock at our suppliers. We can’t predict how long that will take.
  3. Cancel your order and request a refund.

DELIVERY

When can I expect to receive my order?

It will take 3-7 days to custom make your order, after which it is shipped out. The shipping time depends on your location, but can be estimated as follows:

  • USA: 5-10 business days
  • International: 10-20 business days

Please allow a total time of up to 2-3 weeks, after placing your order, to receive your custom made goods.  

EXPECT DELAYS DUE TO COVID-19. Some orders take up to 4 weeks (31 days) to fulfill. Thank you for your understanding!

How do I track my order?

If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. You can check your order status at any time using the tracking form on our site found here: Track your order; or the USPS website found here: USPS Tracking. If you have any questions about your tracking or shipment, drop us a line at [email protected]

What if tracking states that my order was delivered, but I still haven't received it?

There may be cases where your order was delivered, but the package was left in an unexpected location at your delivery address. If this happens, you 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 the package was marked as delivered by the carrier, but you have yet to receive it, we will not cover the cost of reshipping the order. Please reach out to your carrier service to open case with them.

What if my order is damaged in the mail?

If your product arrives damaged, send us a photo of the damaged goods along with your order number to [email protected] within 24 hours of receiving your order. We will review your case and get back with you.

How are your products packaged for shipment?

Because of the variety of products we fulfill, we package each item based on dimension requirements to ensure protection during shipment. We try to do our best to minimize waste in packaging and source eco-friendly packaging materials.

RETURNS / REFUNDS / EXCHANGES

Can I return an item?

ALL SALES FINAL. If you would like to exchange or return a product without any defect, or due to a wrong size or color being ordered, you would need to place a new order at your expense.

Any returns or problems that occur because of an error on our part will be handled at our expense.

Before returning an item, you must submit a claim at support.planetkeiki.com for further instructions. 

Do you offer refunds?

Please be aware that all sales are final. Each item you order is custom made just for you so we cannot restock it in our store. However, we do offer store credit if a you receive the wrong items or defective items. If either of these apply, please open a ticket at support.planetkeiki.com with photos of wrong/defective items along with your order number and we’ll do everything we can to make it right!

Can I exchange an item for a different size or color?

The products that you order on our site are custom-made just for you, which means we have a strict “All Sales Final” policy. Due to this, we do not offer exchanges.

If you’re unsure which size would fit better, please see our sizing charts before placing your order. You can find this information under the product description section of each item, simply go to the last tab marked “size chart”.

Due to different computer screens, operating systems, web browsers, and even product color characteristics, it’s nearly impossible to get a given color to look the exact same on every screen. Therefore, actual product colors may vary from the colors shown on your monitor. Please be aware that we cannot account for these variations so we do not offer exchanges on color choice either. Please see disclaimer below for more details.

How do I submit a claim?

Any claims for misprinted/defective items must be submitted within 7 days after the product has been successfully delivered to the shipping address indicated on your order. For packages lost in transit, all claims must be submitted no more than 2 weeks after the estimated delivery date. 

Submit claims at support.planetkeiki.com – be sure to include photos of the item and your order number to expedite the process. Since each case is unique, we cannot guarantee the outcome of your claim.

If the package was marked as delivered by the carrier, but you have yet to receive it, we will not cover the cost of reshipping the order. Please reach out to your carrier service to submit a claim with them.

LEGAL

What is your privacy policy?

Our privacy policy can be found here: “Privacy Policy” agreement.

What are your terms and conditions?

Our terms and conditions can be found here: “Terms and Conditions” agreement.

What is your return policy?

Our returns/exchanges policy can be found here: “Shipping and Returns Policy”

Warranty disclaimer

Planet Keiki, LLC is a reseller of goods that we do not manufacture, therefore we can’t be held legally liable for manufacturing defects or issues, or customer expectations that go unmet. However, we do everything we can to provide you with a stellar shopping experience, so if you have any questions or concerns regarding your order, please reach out to us at [email protected]

Color Disclaimer: We do our best to accurately represent the color of this item in photos, however, due to the many variations in monitors and browsers, item colors may appear slightly different on your screen. Computer monitors are not all calibrated equally and color reproduction on the Internet is not precise. Since it is not possible to guarantee our online colors will look the exact same on all computers, we do not guarantee that what you see portrays the exact color of the actual product. We therefore do not offer refunds or exchanges for any misrepresented colors.

Placement disclaimer: We are a print-on-demand company, which means we don’t carry our products in stock. Because of this, all goods are custom made with each order; photos on our site are mockups for reference only. Placement of graphics in mockups should be considered an approximation of the real thing.

All over print leggings and swimsuits: Contact with rough surfaces and velcro fasteners should be avoided since they can pull out the white fibers in the fabric, damaging the leggings’ appearance. Since all sales are final, we do not offer refunds or exchanges for damages to products made after delivery.

If you feel our warranty disclaimer is unfair, you can open a support ticket at support.planetkeiki.com and we will look into your claim.

Care Instructions

PRINTED APPAREL (DTG)

Nearly all of the products in our store should be machine washed inside-out in cold water on gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. We recommend that you do not use fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print.

ALL OVER PRINTED FABRICS

All-over printed apparel can be machine-washed cold with like colors, but without bleach. Tumble dry low.

The all-over printed sweatshirts have a slightly different fabric. So while they can be machine-washed cold with like colors without bleach and ironed on low heat, they can’t be tumble-dried or dry-cleaned.

The all over print leggings and swimsuits should avoid contact with rough surfaces and velcro fasteners, since they can pull out the white fibers in the fabric, damaging the leggings’ appearance.

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