To Our Valued Customers

At Keepitvivid, we value every customer and prioritize fast order delivery. Generally speaking, you will receive your goods within 10–30 business days from the date you place your order.

Total delivery time consists of two parts:

1. Design & Production Lead Time (3–10 Business Days)

After placing your order, we will spend 1–3 days creating your exclusive custom artwork first. Then your product will enter production, which normally takes 2–7 business days.

Special customized items such as hand-painted goods will require a longer production period to guarantee flawless details.

2. Shipping Information

Once production is finished, your items will be securely packed and shipped out. Delivery times for each shipping option are listed below:

Standard Shipping

• Orders under $59: Shipping fee $5, transit time 7–20 business days
• Orders $59 and above: Free shipping, transit time 7–20 business days

Shipping Coverage: Worldwide

Shipment Tracking Notice

You will receive a shipping confirmation email once your order is dispatched. Click "View Your Order" to check real-time logistics updates at any time.

For assistance, please contact our customer service via email: service@keepitvivid.com

Potential Shipping Delays

All delivery times are estimated and calculated from the shipment date, not the order date. Shipments may be delayed due to invalid delivery addresses, customs clearance procedures or other unexpected incidents.

Kind Reminder: Do not worry if no tracking updates appear after opening the tracking link. There may be a tracking information delay of up to 24 hours while your package is in transit from our warehouse to the carrier’s first scanning station.

Return, Exchange & Refund Policy

All products sold in our store are custom personalized items. Returned customized goods cannot be resold, so we do not accept returns or exchanges without quality issues.

We will launch custom production immediately after your order is confirmed. Once production starts, all custom details including size, color, printed patterns and other personalized content cannot be modified.

If you need to adjust custom information after placing the order, please email our customer service right away: service@keepitvivid.com

Solutions for Errors Caused by Our Production & Operations

If defects result from our manufacturing or operational mistakes, we will either send you a brand-new replacement free of charge or offer a partial refund:

• Replacement item: Production & delivery lead time 7–20 business days
• Partial refund: Full refunds are unavailable; the refund amount will account for 10%–30% of your total payment.

Custom products are made exclusively for individual buyers and cannot be resold to other customers. We appreciate your understanding.

Refund Processing Timeline

• Refund review & processing: 1–5 business days
• Funds arrival to your account: 6–10 business days

Order Cancellation Policy

Orders will be locked and sent to production 12 hours after checkout. No cancellation or modification requests will be accepted once locked. All personalized orders go straight into production after payment, so no changes can be made afterward.

Please double-check all details including custom artwork, sizing specifications and shipping address before completing payment.

Exchange Request Process

To submit an exchange request, send an email to service@keepitvivid.com and attach the materials below:

1. Your order number and the email address used to place the order
2. Clear photos or videos showing product defects
   • Printing flaws: Close-up photos of the defective printed area
   • Size discrepancies: Photos with measuring tape or ruler to display actual product dimensions

Our customer service team will review your application thoroughly. Once verified and approved, we will send you a free replacement within 7–20 business days. For production and quality issues, replacement is our primary solution; full refunds will not be provided.

Important Notes

1. We do not offer free replacements for delivery failures caused by incorrect or incomplete shipping addresses provided by customers. A fee of $7.99–$16.99 will be charged for reproducing a new item. Please verify your shipping information carefully before checkout to avoid delivery failures.
2. Minor visual differences (within 20% tolerance) may exist between the delivered product and online images. Such slight deviations in color and details stem from lighting, shooting angles and screen display settings of different electronic devices, which do not count as product quality defects.

Paid Replacement Service

If you receive an incorrect style, size or pattern due to wrong information submitted by yourself, we provide an affordable paid replacement service. A small fee of $7.99–$16.99 applies, which is far lower than the original product price, and you do not need to return the incorrect item you received.

Closing Remarks

We treasure every customer and strive to deliver a pleasant and satisfying shopping experience. Thank you for choosing Keepitvivid and trusting us with your personalized order. It is our honor to craft unique custom goods exclusively for you!

If you have further questions or require support, feel free to email us anytime: service@keepitvivid.com