Frequently asked questions
If your question is not here, ask us — the answer probably belongs on this page.
Ordering
Do I need an account to buy something?
No. You can design a product, pay and have it delivered without one. An account adds saved addresses, your order history and one-click reordering.
How do I pay?
Card or M-Pesa, through Paystack. Prices are in Kenyan shillings and include delivery.
How long does it take?
One to three working days to print, then usually next day within Nairobi and two to four days elsewhere in Kenya. You get an email when it is printed and again when it ships.
Where is my order?
Use the tracking page with the reference from your receipt. It starts with PS-.
Do you deliver outside Kenya?
Not yet. Everything is printed and delivered within Kenya.
Designing
What size should my picture be?
Bigger than you think. The studio shows the resolution of whatever you upload and warns you when a picture would print blurry — aim for anything it marks as good rather than acceptable. A photograph off a phone is usually fine; a picture saved from social media often is not.
Can I print on the back as well?
Yes, on apparel. Switch between front and back in the studio; each side has its own print area and both are sent to the printer.
Can I use any image I like?
Only one you have the right to use. You are responsible for your artwork, and we will not print something that infringes someone else’s copyright or trade mark. See our terms.
Problems
It arrived damaged or misprinted.
We will replace it. Get in touch with your order reference and a photograph within 14 days of delivery.
I ordered the wrong size. Can I return it?
Because each item is printed for one person, we cannot resell a returned item, so we do not take returns for a change of mind or a wrong size chosen at checkout. Check the size guide on the product before ordering, and ask us if you are unsure.
My design printed differently from the preview.
Printed colour never matches a screen exactly — a screen emits light and fabric reflects it. If the difference is beyond that, tell us and we will look at it.
Selling
What does it cost to open a store?
Nothing. No monthly fee, no listing fee, no minimum. See pricing.
When do I get paid?
As each order is paid for. Paystack splits the payment at the moment of sale and sends your share to the bank or M-Pesa account you connected. It does not sit with PrintSap.
Can I sell with the same account I buy with?
Yes. One account does both. The shop and your store are separate areas of the site, and the top of the page always says which one you are in.
Can I order my own product to check it?
Yes — order a sample at your cost, with no margin. Samples are kept out of your sales figures.
Why is my store not visible yet?
Every new store is checked before it goes live, usually the same day. You can design and price products while you wait.