At AOK Specialties, we are committed to ensuring clarity, transparency, and excellence in every order. Please take a moment to review our policies, which are designed to streamline the process and create a smooth, hassle-free experience for both parties:

• Hours of Operation:
  Our office is open Monday through Friday, from 9:00 AM to 5:00 PM. We are closed on weekends and holidays. Any requests received after hours will be addressed on the next business day. We strive to respond to all inquiries promptly, but please allow up to 24 hours for a reply.

• Order Placement:
  All orders must be placed through our website or via email. Please ensure that your request is clear and includes all relevant details such as product type, quantity, customization preferences, and any deadlines. This helps avoid confusion and ensures that we can fulfill your order to your exact specifications. Incomplete or unclear orders may cause delays in processing. For any inquiries or to place an order, please contact us at hello@aokspecialties.com.

• Upfront Payment:
  To begin production, we require full payment upfront. This policy helps us manage resources efficiently and ensures that both parties are committed to the order. We accept a variety of payment methods for your convenience, and once payment is received, we will initiate the production process as outlined in the agreement.

• Design/File Recreation:
  If your order requires custom design or file recreation, there will be a $35.00 fee. This fee covers the initial design work, which includes up to two revisions. If additional revisions are needed, further charges may apply. Once the design is approved, we will proceed with production. Please ensure that you provide any necessary files or specifications before the design process begins.

• Proof and Payment Approval:
  No production will begin without approval of the final design proof and receipt of full payment. A proof will be sent to you via email for your review. It’s crucial that you check the proof thoroughly for any errors or adjustments needed. Once you approve the proof and submit payment, we will start the production process.

• Rush Fees:
  If you need your order completed sooner than the standard production time, a rush fee will apply. This fee is calculated as a percentage of the total order amount, depending on the urgency of the timeline. Rush fees help cover the additional resources needed to expedite the production process. The exact percentage will be communicated before finalizing the order.

• Production Times:

  • Standard Production:
    • For 1–50 items, production time is typically 7–10 business days.
    • For orders of 50+ items, production time is usually 10–15 business days.
  • Rush Production:
    • For 1–50 items, rush orders will take approximately 3–5 business days.
    • For orders of 50+ items, rush orders will take about 3–7 business days.
      Please note that production times may vary depending on the complexity of the order and our current workload. We will always provide you with an estimated timeline before starting production.

• No Refunds on Approved Custom Orders:
  Once a custom order has been approved and paid for, we cannot issue refunds unless the error is on our part or due to a manufacturing defect. This policy is in place because custom products are made specifically for each customer and cannot be resold. We ask that you carefully review all proofs and details before approval to ensure that the final product meets your expectations.

• Delivery/Shipping Fees:
  All orders will incur delivery or shipping fees based on size, weight, and destination. Delivery is available within a 10-mile radius of our location. For orders outside of this range, shipping fees will apply, and you will be notified of the cost before finalizing your order. For larger orders, or if expedited shipping is required, additional shipping fees may apply. We also offer local pickup for customers in our area.

• Replacement Requests:
  If a mistake is made on our part or if an item has a manufacturing defect, we are happy to offer a replacement. However, replacement requests must be submitted within 7 business days of receiving your order. To process your request, please provide clear photo proof of the issue along with a brief description. After we review the information, we will arrange for a replacement at no additional cost to you. Please note that replacement requests are not applicable for issues related to customer-provided artwork or custom specifications.

By providing these detailed policies, we aim to offer you a seamless experience while protecting both parties involved in the transaction. We truly appreciate your business and look forward to fulfilling your order with the highest standards of quality and care.

Thank you for choosing AOK Specialties!