Getting something sorted out
Most questions are about where an order is, and that one you can answer yourself in a few seconds.
Where is my order
Use the tracking page with the reference from your receipt. It starts with PS-. You do not need an account to use it.
Printing takes one to three working days once an order is paid for. Delivery within Nairobi is usually next day after that; the rest of Kenya takes two to four days. You get an email when the item is printed and another when it ships, so a quiet inbox usually means it is still being made.
If the tracking page says delivered and nothing has arrived, or the dates above have passed with no movement, get in touch with the reference.
Something is wrong with what arrived
Tell us within 14 days of delivery and send a photograph. If the item is faulty, damaged in transit, the wrong size, the wrong product, or the print does not match the design that was ordered, we will reprint it or refund you. You choose which.
The photograph matters more than the description. One picture of the whole item and one close enough to show the problem will usually settle it without a second round of messages.
These are not faults, and it is fairer to say so here than later:
- A reasonable difference in shade between the screen preview and the fabric. A print in entirely the wrong colour is a fault.
- A design that printed exactly as it was placed in the studio. The preview, the print size in centimetres and the resolution warning are all shown before the order is paid for.
- A size chosen at checkout that turned out to be the wrong one. Because each item is printed for one person, it cannot be resold, so we do not take returns for a change of mind.
Cancelling, reprints and refunds
- Cancelling
- You can cancel and get a full refund at any time before the print partner accepts your order. After that the item is being made and cannot be cancelled.
- A reprint
- We make the item again and send it to the same address. You are not charged a second time and you do not have to send the first one back unless we ask.
- A refund
- Refunds go back to the card or M-Pesa number that paid, through Paystack. How long it then takes to appear is up to your bank or mobile money provider, not us.
- If we decline something
- We tell you why. If a print partner declines a job, the order is cancelled and refunded in full.
If you sell on PrintSap
Payouts run through a Paystack subaccount in your name. Each sale is split at the moment it is paid for: your margin goes straight to the bank or M-Pesa account you connected, and the printing cost comes to us. Nothing is held by PrintSap, so there is no balance to withdraw and no payout day to wait for.
Three things account for most payout questions:
- No payout account connected. You have to connect one before you can put anything on sale, so a product that will not publish is usually this.
- The money has not arrived. Check the account you connected rather than the one you expected to use. If the details were wrong, fix them and tell us the order reference.
- A sale is missing from your figures. Samples are deliberately kept out of your sales figures, so your own test orders will not appear there.
A new store is checked before it goes live, usually the same day. If yours has been waiting longer than that, or you want to know why one was declined, ask and say which store you mean.
Reaching a human
Everything goes through the contact page.
Whatever you send, have these ready:
- The order reference, starting PS-.
- What you expected and what you got, in one or two lines.
- A photograph, if anything physical is wrong.
- The store name, if the question is about selling.
Questions this page does not answer
The FAQ covers ordering, sizing, artwork and selling. How it works sets out the whole process from design to delivery, and our terms are where the detail behind the rules above lives.