Return and refund policy

Effective Date: September 25, 2026

At L'OKAPI CRAFT & PRESS, each personalized order is created specifically for the customer. Please review all product details, spelling, sizes, colors, quantities, and artwork carefully before approving your order.

Custom and Personalized Products

Because engraved, embroidered, printed, and personalized products are made to order, all custom sales are final. These items cannot be returned, exchanged, or refunded because they cannot be resold.

This includes:

  • Laser-engraved products

  • Personalized tumblers

  • Embroidered items

  • Custom apparel

  • DTF transfers

  • Products featuring names, dates, photographs, logos, or custom artwork

  • Items altered or produced to customer specifications

Order Changes and Cancellations

Contact us immediately if you need to change or cancel an order.

Changes or cancellations may be accepted only before artwork preparation or production begins. Once materials have been ordered, artwork has been prepared, or production has started, the order cannot be canceled or refunded.

Design, digitizing, setup, and artwork-preparation fees are nonrefundable once work has begun.

Proof Approval

When a design proof is provided, the customer is responsible for reviewing:

  • Spelling and grammar

  • Names and dates

  • Design placement

  • Product size and color

  • Artwork and customization details

Approval authorizes production. We are not responsible for customer-approved errors or incorrect information supplied by the customer.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or different from the approved order, contact us within 7 calendar days of delivery or pickup.

Please provide:

  • Your name and order number

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the packaging if shipping damage occurred

If we confirm that the problem resulted from our production error, we will repair, replace, or refund the affected item as appropriate. Do not return an item without authorization.

Shipping Damage

Keep the product and all original packaging until your claim is resolved. Shipping damage reported without photographs or after the seven-day reporting period may not qualify for replacement or refund.

Original shipping charges are nonrefundable unless the return results from our error. Customers are responsible for return shipping unless otherwise approved.

Customer-Supplied Items

Customer-provided items are accepted only after approval and are engraved, printed, or embroidered at the customer’s risk. Materials, coatings, hidden defects, or manufacturing differences may affect the final result.

If a customer-supplied item is damaged during an approved customization process, any remedy will be determined based on the circumstances and agreed terms of the order. Replacement of rare, sentimental, or high-value items is not guaranteed.

DTF Transfers and Application Issues

We are not responsible for damage caused by incorrect heat, pressure, pressing time, peeling method, garment incompatibility, washing, or storage after delivery.

Before applying multiple transfers, test one transfer whenever possible and follow the provided pressing instructions.

Natural and Acceptable Variations

The following are generally not considered defects:

  • Natural differences in wood grain, leather, slate, or stone

  • Minor color differences between screens and finished products

  • Slight variations in engraving tone or placement

  • Normal differences between handmade or individually produced items

  • Wear or damage caused by misuse, improper cleaning, or failure to follow care instructions

Refund Processing

Approved refunds will be returned to the original payment method. Processing time may vary depending on the payment provider or financial institution.

Contact Us

For questions or concerns regarding an order, contact:

L'OKAPI CRAFT & PRESS
Davie, FL 33325
Phone: (954) 655-0110
Email: lokapicraft@gmail.com