Delivery Policy

At Koala-Tees Inc., we are committed to providing high-quality custom apparel, clear communication, and reliable turnaround times. Because most products are custom-made, turnaround times depend on artwork, approvals, product availability, payment, production scheduling, and shipping method. Some qualifying orders may also be eligible for expedited Rush or same-day SUPER RUSH service, as described below.

Please review this Delivery and Turnaround Policy before placing your order.

1. Production Start Date

Production does not begin simply because an order has been submitted.

An order is considered Production Ready only after all required items have been completed, including:

Artwork has been submitted

Garment selections have been finalized

Order details have been confirmed

Required payment or deposit has been received

Proofs, mockups, or checkout previews have been approved where applicable

Any other information needed to complete production has been received

Turnaround timelines begin once an order becomes Production Ready.

Orders waiting on artwork, payment, approval, product selection, sizing, shipping information, or other required details are not considered in production and do not count toward turnaround timelines.

For many online orders, artwork and mockups may be approved during checkout. When all required order details are completed and approved at checkout, the order may be considered Production Ready at that time.

Changes requested after checkout or approval may affect estimated or guaranteed turnaround times. This includes artwork revisions, garment changes, quantity adjustments, shipping changes, address changes, deadline changes, or other order modifications.

2. Business Days

Business days are Monday through Friday and do not include weekends or major holidays.

Unless otherwise stated in writing, turnaround times are counted in business days.

3. Standard Turnaround Time

Our standard turnaround time is typically 9–14 business days from the date an order becomes Production Ready.

For many local pickup orders, standard turnaround is often approximately 9–11 business days. For shipped orders, standard turnaround is often approximately 9–14 business days, plus carrier transit time where applicable.

Faster Rush and same-day SUPER RUSH options may be available on qualifying orders; see Sections 4 through 7.

Standard turnaround times are estimates and are not guaranteed unless a written rush guarantee or other written guaranteed deadline applies.

Actual turnaround times may vary based on:

Order size

Product availability

Artwork quality or complexity

Proofing and approval timing

Production method

Seasonal demand

Production workload

Shipping method

Carrier transit time

Weather, supply chain, or other circumstances beyond our control

4. Rush Orders and Same-Day SUPER RUSH

Customers may select an expedited rush service when available. Expedited service may be offered in more than one tier, which may include:

Rush — a reduced turnaround time (for example, select turnarounds as fast as approximately 3 business days for local pickup, or 4 business days for shipped orders) selected at checkout when available.

SUPER RUSH (Same-Day) — same-day completion for qualifying custom t-shirt orders, primarily for local pickup, subject to availability, daily production capacity, product and quantity limits, decoration-method limits, and the applicable same-day cutoff time. For shipped orders, SUPER RUSH production may allow an order to be completed and handed to the carrier as soon as the same or next business day, but carrier transit time is not included and is not guaranteed.

Rush and SUPER RUSH turnaround times begin only after the order becomes Production Ready, including receipt of required artwork, order details, payment or deposit, and proof/mockup approval where applicable.

Same-day SUPER RUSH service is limited and may not be available for every product, design, quantity, decoration method, or day. Same-day availability may be offered only on specific qualifying products or options presented at checkout, and should be confirmed with Koala-Tees Inc. before ordering by calling 801-566-1867. Selecting or requesting same-day service does not guarantee same-day completion unless the order is accepted and confirmed for same-day service and becomes Production Ready before the applicable same-day cutoff time.

5. Rush Order Cutoff Time

Orders that become Production Ready before 12:00 PM Mountain Time may count that business day as the first business day of rush production.

Orders that become Production Ready after 12:00 PM Mountain Time may begin counting from the following business day.

Same-Day (SUPER RUSH) Cutoff: To qualify for same-day completion, a SUPER RUSH order must be accepted for same-day service and become Production Ready before the applicable same-day cutoff time, generally 10:00 AM Mountain Time on a business day. Orders that become Production Ready after the same-day cutoff, or that cannot be accommodated within that day's remaining production capacity, may be scheduled for completion on the following business day or another agreed date. Because same-day service depends on daily capacity and product availability, we recommend confirming same-day availability with us before placing your order by calling 801-566-1867.

6. Local Pickup Rush Guarantee

For rush orders selected for local pickup, Koala-Tees Inc. guarantees that the order will be completed and available for pickup on or before the guaranteed business day selected at checkout, provided the order becomes Production Ready within the required timeframe and before the applicable cutoff time.

For SUPER RUSH same-day orders selected for local pickup, the guaranteed pickup day is the same business day the order becomes Production Ready, provided the order is accepted and confirmed for same-day service, all required items are received, and the order becomes Production Ready before the applicable same-day cutoff time described in Section 5.

If Koala-Tees Inc. fails to complete a local pickup rush or same-day order by the guaranteed date due to circumstances within our reasonable control, or if we reasonably determine that we may be unable to meet the guaranteed timeline, we will notify the customer as soon as reasonably possible and work in good faith to determine an appropriate remedy.

Depending on the circumstances, remedies may include partial delivery, refund of rush fees, partial refund, full refund, store credit, revised completion date, or another reasonable accommodation.

7. Shipped Rush Orders

For rush orders requiring shipment, Koala-Tees Inc. makes reasonable efforts to prioritize production and use the selected shipping method or an appropriate expedited shipping method when available.

Same-day SUPER RUSH completion generally applies to local pickup orders. For shipped orders, expedited or SUPER RUSH production may allow an order to be produced and handed to the carrier as soon as the same or next business day when available; however, carrier delivery date and transit time remain controlled by the carrier and are not guaranteed.

Unless specifically stated in writing, our rush production guarantee applies to the production timeline, not to delays caused by the shipping carrier after the order has been accepted by the carrier.

If Koala-Tees Inc. fails to complete production within an applicable guaranteed rush timeline due to circumstances within our reasonable control, or if we identify an issue that may prevent us from meeting the guaranteed production timeline, we will notify the customer as soon as reasonably possible and work in good faith to determine an appropriate remedy.

Depending on the circumstances, remedies may include partial shipment, refund of rush fees, partial refund, full refund, store credit, revised production or shipping plan, or another reasonable accommodation.

Carrier delivery dates, transit times, and estimated delivery dates are controlled by the carrier and are not guaranteed by Koala-Tees Inc. unless we expressly agree in writing to a specific delivery guarantee.

8. Product Availability

We make reasonable efforts to update and confirm product availability. However, garment styles, colors, sizes, brands, or quantities may occasionally become unavailable through suppliers.

If product availability may affect your order, we will contact you as soon as reasonably possible to discuss alternatives. Alternatives may include substitute garments, substitute colors, revised quantities, revised production methods, revised timelines, or cancellation/refund options where appropriate.

9. Production Issues and Spoilage

Custom apparel production can occasionally involve spoilage, equipment issues, material defects, inventory shortages, supplier delays, shipping delays, artwork problems, or other unforeseen production issues.

If an issue affects your order, Koala-Tees Inc. will communicate with you as soon as reasonably possible and make reasonable efforts to find an appropriate solution based on the circumstances.

Solutions may include replacement items, partial delivery, revised timelines, substitute products, refund of rush fees, partial refund, full refund, store credit, or another reasonable accommodation.

10. Delay Notices and Customer Options

If Koala-Tees Inc. determines that we cannot ship or make an order available within a promised or guaranteed timeline, we will notify the customer as required by applicable law and provide available options.

Depending on the order status and circumstances, options may include consenting to a revised timeline, accepting partial fulfillment, selecting substitute products, receiving a refund for unfulfilled items, or canceling the affected portion of the order where required or appropriate.

11. Shipping Methods

Once production is complete, orders may be shipped to the address provided during checkout or made available for local pickup.

Koala-Tees Inc. may ship through USPS, UPS, FedEx, or other carriers depending on the order and shipping method selected.

Shipping transit times vary based on destination, carrier, shipping service, weather, holidays, and carrier conditions.

12. Tracking Information

When an order ships, tracking information may be sent by email through InkSoft, the shipping carrier, or another business system.

Tracking information allows you to monitor shipment status and estimated delivery directly through the carrier.

13. Delivery Delays

Koala-Tees Inc. is not responsible for carrier delays after a package has been accepted by the shipping carrier.

Delivery delays may occur due to circumstances beyond our reasonable control, including:

Weather conditions

Carrier service interruptions

Transportation issues

Natural disasters

Customs delays, if applicable

Incorrect or incomplete shipping information

Lost or delayed packages after carrier acceptance

Other unforeseen events

If a delivery issue occurs, we will make reasonable efforts to assist with tracking, carrier communication, or available claim options.

14. Lost, Stolen, or Misdelivered Packages

Once a package has been accepted by the shipping carrier, delivery responsibility generally transfers to the carrier.

Koala-Tees Inc. is not responsible for packages that are lost, stolen, delayed, or misdelivered due to carrier error, theft, incorrect customer-provided address information, or circumstances outside our reasonable control.

However, we will make reasonable efforts to assist the customer with tracking information, carrier claims, or available next steps.

15. Multiple Shipments

Orders containing multiple products, production methods, or supplier items may occasionally ship separately to complete the order as quickly as possible.

If multiple shipments are used, separate tracking information may be provided.

16. Local Pickup

Orders selected for local pickup will be available at:

Koala-Tees Inc.

9544 S 500 W

Sandy, Utah 84070

United States

Customers are responsible for picking up completed local pickup orders during available pickup hours.

Koala-Tees Inc. may send pickup notifications by email, phone, text, or other communication methods using the contact information provided with the order.

17. International Shipping

At this time, Koala-Tees Inc. does not offer international shipping.

If we make an exception for a specific order in writing, international shipping may be subject to additional costs, customs duties, taxes, import fees, carrier delays, and customs delays. The customer is responsible for any applicable customs duties, taxes, or import charges unless otherwise agreed in writing.

18. Address Accuracy

Customers are responsible for providing accurate and complete shipping information.

Koala-Tees Inc. is not responsible for delays, returned shipments, lost packages, misdeliveries, or additional shipping charges caused by incorrect or incomplete information provided by the customer.

If an order is returned due to an incorrect or incomplete address, the customer may be responsible for additional shipping charges to resend the order.

19. Rush Guarantee Exclusions

Rush and same-day guarantees do not apply to delays caused by:

Customer approval delays

Missing, incorrect, low-resolution, or unusable artwork

Changes requested after approval or after production begins

Incorrect information provided by the customer

Product availability issues outside our reasonable control

Supplier delays outside our reasonable control

Shipping carrier delays after shipment

Incorrect or incomplete shipping addresses

Weather events

Natural disasters

Acts of God

Power outages, equipment failures, or emergencies outside our reasonable control

Other circumstances beyond our reasonable control

In addition, same-day SUPER RUSH guarantees do not apply to:

Same-day requests that are not accepted or confirmed by Koala-Tees Inc. for same-day service

Same-day orders that become Production Ready after the applicable same-day cutoff time

Same-day requests that exceed available daily production capacity, product availability, or qualifying product or quantity limits

20. Refunds and Remedies

Refunds and remedies related to delivery, rush orders, production delays, product availability, carrier issues, or production problems are handled according to this Policy and our Refund, Cancellation, and Return Policy.

Because custom products are made specifically for each customer and generally cannot be resold, remedies are evaluated case-by-case based on the order status, cause of the issue, amount of work completed, expenses incurred, applicable guarantees, and applicable law.

21. Privacy and Communications

To process orders, provide delivery updates, send tracking information, resolve delivery issues, process refunds, and provide customer support, Koala-Tees Inc. may use customer contact information, order information, payment-related information, shipping information, artwork, production records, and communication history.

Our use of personal information is described in our Privacy Policy.

22. Questions and Assistance

If you have any questions about your order, turnaround times, rush production, shipping, local pickup, or delivery status, please contact us:

Koala-Tees Inc.

9544 S 500 W

Sandy, Utah 84070

United States

Email: support@koalateesinc.com

Phone: 801-566-1867

Website: koalateesinc.com

23. Policy Updates

Koala-Tees Inc. may update this Delivery and Turnaround Policy from time to time.

Changes will be posted on our website and will apply to future orders placed after the updated policy becomes effective. Material changes will not apply retroactively to orders already placed unless permitted by law or agreed to by the customer.