Provide online checkout with secure ordering processed on Kotis’ merchant account

Purchasers will receive an order confirmation email with details upon checkout.

Purchasers will receive an email with tracking once shipped.

Program Services team will respond to all email inquiries within 24-48 hours.

The average response time during business hours is 1hr 27min.

Kotis Client & Program Services team will respond to all phone inquiries within 24 hours.

Any voicemails are reviewed, and clients are called back the same day or the following business day if it was after hours.

All shipments will be made on Kotis’ shipping accounts unless otherwise specified.

We offer discounted shipping rates to keep costs low.

Kotis will provide access to a list of all inventory adjustments made to the Client’s inventory

This can be found in the customer area and in the reports under inventory adjustments.

If an order is mis-shipped due to an error by Kotis, Kotis will bear the burden of making an exchange or replacement with the correct item where possible.

Any replacement orders shipped do not incur additional shipping fees.

If the value of a mis-shipped item(s) exceeds the cost of return shipping, Kotis will decide whether we need to get the item back. If we need to get the item(s) back, Kotis will pay for return shipping.

If applicable, a pre-paid return label will be supplied.

  During the checkout process, you are required to enter certain personal information, including, but not limited to, your email address, name, and shipping address. We collect this information to process your order but will not share it with any third parties. Our Client & Program Services Team will uphold the terms outlined in the Kotis Client Privacy Expectations contract. 

This includes, but is not limited to, Using a two-step verification process to confirm we are communicating with the purchaser, securing order info like address, contact information, credit card, and/or details of the order, and limiting order modifications like upgrading shipping methods or adding to orders that are requested via phone or chat.

If requested, our Client & Program Services team can provide email analytics from customerservice@kotisdesign.com

This can include team averages on response time, replies to resolve, resolution time, and % resolved on first reply. We can provide program-specific analytics on the total number of conversations and the number of replies per conversation to resolve. We can also provide program-specific FAQs.

See our Standard Terms related to this contract for information about inventory check-in and photo uploads to the store(s).

Shipping Turnaround

90% of in-stock standard orders will ship within 1 business day of being placed or approved.   See below for standard order size.

• Next Day Air orders less than 5 total placed/approved by 9 am Local Distribution Center Time (LDCT) will be shipped same day

Large Orders & Exceptions

If a large volume of daily orders is anticipated, we require advance notice.

• Examples of large volume orders include promotions on retail portals, the launch of a redemption portal, CSV uploads, or any event that might result in a large influx of orders.

Orders with multiple SKUs, additional time is needed:

Additionally, the following orders will take 1 more business day to ship:

• Hazmat items
• Handwritten notes
• International orders over $2500
• Orders that need to ship via freight 
• Shipping Carrier not Operating (ex: UPS not picking up due to weather) 

Domestic Deliveries

Standard orders will be shipped UPS ground, FedEx ground, USPS, or other requested non- guaranteed service based on the selection at checkout.

Kotis will attempt to prioritize orders with the requested need by dates. However, we cannot guarantee all timelines will be feasible. Please take note of timelines when orders are placed. Any orders placed in the afternoon with a need by date of the next day is not feasible. Also note weekends and Holidays when placing orders with need by dates.

Kotis will adjust shipping speeds to hit requested in-hand dates (including priority, overnight services, and international equivalent). Client will be billed for expedited charges on the quarterly report.

Orders paid for by credit card cannot be upgraded to meet in-hand dates.

Non-guaranteed deliveries

The following orders will experience longer than average delivery times and cannot be guaranteed:

• Hazmat shipments (UPS does not guarantee Hazmat delivery timelines)
• Orders impacted by inclement weather
• Order sent via USPS, UPS SurePost, FedEx SmartPost, FedEx International Connect or other non-guaranteed services
• International orders (due to the complexity of international shipping, Kotis recommends clients follow our Int'l Delivery Guidelines. No credits for issues for late INTL deliveries.)

Accuracy Rate

At least 98% of orders will arrive 100% accurate and damage-free, in good working order. See credits issued below when damages occur. 

Exception

A squished, crushed, dirty box doesn’t count as damage.  Damage must be to a specific item, making it not usable for its intended use (i.e., broken mug, dirty/defective apparel, missing items, etc.)

Costs

< 2% in current quarter

 > 2% in current quarter

Shipping Costs

Kotis will ship via the necessary speed to meet any need by dates, but only charge ground rates
(excluding NDA Early AM).

Kotis will cover shipping
(excluding NDA Early AM)

Mis-shipped product*

• No credit given
• Kotis will adjust inventory
• Kotis will issue a pre-paid label to get items back if needed*

• Kotis credits Client cost of product(s) only on orders with issues after 2%, not retroactive
• Kotis will adjust inventory.
• Kotis will issue a pre-paid label to get items back if needed*

Damaged product

No credit given

Kotis will credit the client's cost of the product

Fulfillment Costs

No credit given

Kotis will credit the fulfillment fee for order/box affected

Inventory Accuracy

Kotis will maintain inventory levels at a value rate of 98% or higher. Kotis will issue credit for the loss above 2% of total inventory value, not total qty of loss

• 2% will be determined by comparing the value of adjustments made from the start and the end of the quarter
• $ value of all adjustments not resulting in a loss greater than 2% will not be credited
• Kotis will adjust inventory in Warehouse Management system (WMS) as needed to match physical inventory on hand and the value from these adjustments count towards 2%
• Kotis performs cycle counts to catch inventory inaccuracies. 

Exception

Adjustments as a result of a check-in error in which the incorrect quantities checked-in never physically existed.

Those quantities/values will not count towards 2% threshold. 

• Example – Distribution Center checks in 1000 stickers for a job that only had 500 produced, the adjustment of -500 stickers will not count towards the 2% as they never physically existed.

Items purchased through Kotis

Jobs/Products purchased from Kotis are checked in within 2 business days after tracking shows delivery at Distribution Center

• Example - items arrive on Monday, will be checked in no later than end of day Wednesday

Exceptions

• Shipments arriving with missing or incomplete boxes will be given a 1-day extension to 3-business days, as Kotis needs to check in all boxes together whenever possible.

Tradeshow Materials/Hardware

All tradeshow hardware/equipment sent back to Distribution Center are checked in once received and inspected.  Return process includes:

• Inspection for obvious damage
• Kotis will make determination if tablecloths or other items need to be sent for dry cleaning. If needed, add 5-10 days for check in time. 
• If item cannot be fixed by Kotis, we will inform client of options to fix item
• Allow an additional 2-5 business days for check-in due to inspection and size of most tradeshow deliveries.

Non-Kotis Produced Merchandise

All non-Kotis produced merchandise shipments will be checked in within 4 business days after tracking shows delivery at Distribution Center

Exceptions

• Hazmat Items arriving without prior approval.
• Shipments arriving to Distribution Center with no prior notice or  information about contents, will have a 5-business day check-in  window once info is received from client and will not be eligible for credits
• Non-Kotis produced merchandise shipments not following the Delivery Guidelines

General Merchandise Returns

General returns will be processed no later than 5 business days after tracking shows delivery to Distribution Center

Exceptions

• Items being sent back to Distribution Center for exchange, refund or restocking must have a Kotis Return Authorization # (RA#) written on outside of package or be using Kotis issued return label
• Items/Packages arriving at a Distribution Center that were sent back for unknown reason, refused by receiver or sent back by carrier will be investigated by Customer Service, and will be notified ASAP to help coordinate solution this goes below
• If more than one order is being combined and sent back together, an RA# for each order being returned must be noted on outside of package

Newly Signed Programs

When we take on existing inventory for newly signed programs, check-in will take approximately 7 business days. Please follow our Delivery Guidelines to avoid delays and ensure accurate check-in.

Product Photos

Display photos on the portal and Inventory Management within 3 business days from the end of the timelines above.

When there's a large influx of inventory, it will add an additional 1-2 business days.