Style, Size, and Photo Changes
Once your order is placed, you agree and understand that it is a custom product that will immediately go into production and there is no window to make further changes.
If you need to change the shipping address, please send us an email with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility!
If the product arrives defective, we will reprint the item and resend it free of charge. Please contact us here with a picture of your item and order number. We will reprint your item and ship it to you within seven business days.
Damaged/Misprinted Items can only be replaced within 3 months from your original order date. After this 3 month period, Kenviz is not responsible for replacing any damaged or misprinted items.
Please note that whatever design, size, color, and image you upload will be printed on your item. If the incorrect size, color, or image is selected and sent out to you, Kenviz is not responsible for replacing these items.
Product Image Disclaimer
Please note that although we make every effort to photograph our products accurately and describe them in detail, we cannot guarantee every photograph in production will accurately depict the actual color of the merchandise due to changes in screen resolution. Please contact us with any questions about the color, material, or size of an item before purchasing.
If your package appears to be lost in transit, we are more than happy to replace the package and ensure your order makes its way to you. If you do not want the package to be replaced, we must wait 14 days before refunding the order in the event that the package finds its way to you and is delivered. Our Customer Service Team will be sure to check in on your order periodically throughout the two weeks to track its progress and provide accurate updates.
Domestic Tracking Numbers (Pre-Shipment only)
If your tracking status does not update from “Pre- shipment” to “In transit” within 1 business day, please contact our Customer Service Team. We will consider the package lost , replace the package and ensure your order makes its way to you. If you do not want the package to be replaced,please contact our Customer Service Team to assist you with a refund or store credit.
International Tracking Numbers (Pre-shipment only)
Please note that international shipping can take up to 4 weeks to arrive depending on the location. If your international tracking status does not update from “Pre- shipment” to “In transit” within 1 business day, please contact our Customer Service Team. We will consider the package lost , replace the package and ensure your order makes its way to you. If you do not want the package to be replaced,please contact our Customer Service Team to assist you with a refund or store credit.
Due to the customized nature of all of the products we produce at Kenviz, we cannot offer returns. Your artwork is designed with care and is entirely personal to you and your pet.
If you would like to cancel your order, you must do so within 12 hours of placing your order due to our 1-day production turn around. If cancelled within the allotted time frame, you will receive a full refund. Since your personalized products are one-of-a-kind and made just for you, a $9 customization fee per item is included in your purchase. If you need to cancel your order more than 12 hours after purchase, we will refund the entire cost of your item, less the $9 customization fee.
If you are unhappy with your products received, please email us at firstname.lastname@example.org to discuss your issue with our customer service team to determine a proper solution.