Delivery & Return Policies
If you require any clarification or wish to contact us directly, just click on the link below to send us a message.
SEND US A MESSAGE
Fill in the form and we’ll get in touch shortly.
1. General Information
All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and refund you the total amount of your order within two (1) working day, using the original method of payment.
2. Delivery Location
Items offered on our website are only available for delivery to addresses within Nairobi, Kiambu, Kajiado and Machakos counties. Deliveries beyond these counties are subject to alternate arrangements and additional delivery charges may apply.
For orders to be delivered outside of Kenya, kindly contact us prior to placing your order to confirm logistical feasibility.
3. Delivery Time
An estimated delivery time will be provided to you once your order is placed. Delivery times are estimates and are to be used as a guide only and are subject to the acceptance and approval of your order.
Unless there are exceptional circumstances, we make every effort to fulfill your order within the period indicated for the items in your order. Please note we do not make deliveries on Sundays and Public holidays.
4. Delivery Costs
Delivery costs are based on the weight of your order items and the delivery address. To find out how much your order will cost, simply add the items you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, the delivery charges will be displayed.
Additional delivery charges may apply to remote areas or for large or heavy items. You will be advised of any charges on the checkout page.
5. Damaged Items in Transport
If there is any damage to the packaging on delivery, contact us immediately through (+254) 725 207738.
If you have any questions about the delivery and shipment or your order, please contact us at firstname.lastname@example.org.
CANCELLATION & REFUND POLICY
What is your cancellation policy?
An order may not be cancelled once it is “In Production”. If the order is still in the proofing stage, it may be cancelled subject to the following fees, when applicable:
• Orders placed, paid for and then cancelled before 5pm EAT on the same day may be booked as store credit to be applied to future orders.
• Orders below Kshs. 5,000 will not be subject to cancellation fees.
• Orders above Kshs. 5,000 will be subject to a 3% cancellation fee.
What is your refund policy?
At Marvel Ark, we take every effort to ensure that the goods delivered to you is quality work. However, if you are not entirely satisfied with your purchase, we’re here to help. In the case that there is a legitimate reason the print job does is not up to standard, we will collect, re-print and re-deliver the item(s). Alternatively, you can opt for store credit to be redeemed in your next order.
“Legitimate reasons” shall be taken to mean only defects owing to the print process such as toner smears/streaks or damage during delivery to the customer. Our policy lasts 24 hours. If 24 hours have gone by since receipt of your items, unfortunately we can not offer you store credit.
Should the reprint also be defective, we offer a full refund within 1 business day.
When customers leave reviews on products we collect the data shown in the review form, and also the customer’s IP address and browser user agent string to help spam detection.
If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.
If you have an account and you log in to this site, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.
When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.
2. How long we retain your data
For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.
Your data will be stored no longer than is necessary for the purposes for which the personal data is collected unless otherwise required by law. We retain information of all processed orders for five years in order to fulfill our obligations under applicable tax laws. Information of accounts without any orders will only be stored for 18 months before it is deleted from our system, the same will be valid for accounts inactive for 24 months (with inactive we mean that we have not noticed any interaction by you with our Website for a consecutive period of 24 months). All artwork files uploaded on our platform will be stored for a period of 18 months before deletion.
TERMS & CONDITIONS
Once we have received your files for print, an online proof will be available for your review. Depending on your specifications, we may contact you for further clarification. Artworks will not be sent to print without your approval unless such approval is explicitly waived.
We are not liable for delays in the order caused by User’s non-approval of the proof.
If requested, we offer hard copy proofs which show reasonable likeness to the final printed pieces. Such proofs are recommended for colour-critical art and must be requested by the User when the print order is made. Hard copy proofs are printed on a different substrate from the actual paper stock and while its main purpose is to show colour, variations may occur depending on the finish selected (AQ, matte, UV) for the final print job.
The request for a hard copy proof may involve an additional fee and would extend the amount of time needed to complete the job.
2. Colour Accuracy
We make our best effort to reproduce colour from submitted print-ready files, but at times cannot exactly match colour and density. Because of inherent limitations with the printing process, as well as neighbouring image ink requirements, the accuracy of colour reproduction is not guaranteed.
By placing an order with us, you understand and agree to this limitation. We will try our best to match the gradient density of each colour, but we accept no responsibility for colour variations between submitted files and the final printed piece. Under no circumstances will a reprint be honoured for colour variations that have occurred during the printing process.
We are not liable for colour matching or ink density on screen proofs that you approve. Screen proofs will predict text accuracy, design layout, image proportion and placement, but not colour or density.
Application of UV coating may affect or change the appearance of the printed colours. We are not liable for the final colour appearance of UV coated products.
3. Liability for Errors
We are not liable for errors in a final product caused by any of the following reasons:
• Artwork files that are not created following our specifications
• Variances in colour from the conversion of Pantone or RGB colours to CMYK
• Errors in user-selected options such as size, quantity, paper and finish
• Errors in user-provided spelling, punctuation and grammar
• Errors in user-provided size
• Low resolution or low quality graphics and images
• Transparency issues
• Duplicate orders submitted by the User
• Incorrect or corrupted files uploaded
• Incorrect file orientation
• Cracking on folds
• Cutting variances
• Damage to products after delivery to User
• Incorrect or undeliverable delivery address
The user is responsible for reviewing their files and correcting any issues prior to placing the order.
4. Artwork Files
We encourage you to proofread all files carefully before submitting to us. We are not responsible for any issues as to orientation or alignment of the pages of your submitted artwork. By submitting the artwork to us in connection with your use of the Website, you further certify that you have the right to use the image(s) in your artwork files. DO NOT send any “one-of-kind” transparencies, prints or artwork. Although we take every precaution to safeguard your materials, we are NOT responsible for loss or damage of images or artwork.
Under these Terms & Conditions, you agree that you will NOT upload any artwork files consisting of the following material: offensive, nudity, indecent or improper material, any material that could give rise to any civil or criminal liability under applicable law; and any material that could infringe rights of privacy, copyrights, publicity, or other intellectual property rights without the permission of the owner(s) of these rights and the persons who are shown in the material if applicable. We will refuse an order based on foregoing reasons or for any other reason which in our opinion may be illegal in nature or infringe on the rights of any third party. You accept full legal liability for the content of material processed and printed on your behalf and under your instructions. We reserve the right to refuse an order without disclosing a reason.
Based on our sole discretion, we may set limits to the maximum number of days that we shall retain designs or other uploaded files, as well as the maximum storage space that we would allocate to such files. We are not responsible for the deletion or failure to store any file whether uploaded or designed on our website. We reserve the right to delete any file stored which has been inactive for an extended period of time (determined at our discretion), or for any other reason, without prior notice.
5. Printing Turn-around time
Printing turnaround time begins after we have received your print-ready files, along with approval for (or waiver thereof) your proof, and full payment for your order. If you have chosen to waive your proof approval, printing turnaround time begins after we have received your print-ready files and full payment for your order. For orders that do not have complete digital source files, or have files that are not print-ready, printing turnaround time will begin once we receive acceptable print-ready files regardless of when payment was made.
Please note that there is no production or Sundays and Kenyan Public Holidays.
6. User Accounts
As a condition of your use of certain services offered through the Website, you may be required to register an account with us and in doing so, must provide true, accurate, and current account information at all times. You agree to promptly update your membership information (if applicable) in order to keep it current, complete, and accurate.
Account Security: You are solely responsible for protecting the confidentiality of your password and may not disclose your password to any other person. Should an unauthorized user gains access to the password-protected area of the Website as a result of your acts or omissions, you agree that you shall be liable for any such unauthorized use.
Minimum Age: The Website and its services may only be used by persons who are 18 years of age or older. By accessing or using the Website, you represent and warrant that you are 18 years old or older.
We expressly reserve the right, at our sole discretion, to terminate a user’s account or their access to any or all areas of the Website due to any act that would constitute a violation of these Terms & Conditions.
7. User Conduct
You are solely responsible for the content and context of any materials you post or submit through the Website. You warrant and agree that you will not upload, post, transmit, distribute or otherwise publish through the Website any materials which: (i) are unlawful, harassing, threatening, or profane; (ii) limit or inhibit any other user from using or enjoying the Website; (iii) constitute or encourage or facilitate conduct that would constitute a criminal offense or give rise to any civil liability; (iv) contain a virus or other harmful malicious code, or (v) contain any false or misleading indications or origin or statements of fact.
You may only use this Website to make legitimate requests to purchase the products or services offered (each, a “Request”), and shall not use this Website to make any speculative, false, fraudulent, or ill-intending Requests. You may not use robots or other automated means to access this Website, unless specifically permitted by PR. You represent that you are of adequate legal age to create binding legal obligations for any liability you may incur as a result of your use of this Website.
You may electronically copy and print in hard-copy portions of this Website for the sole purpose of using this Website as a shopping or printing resource. Any other use of materials or Content on this Website, including reproduction for a purpose other than that noted above, without our prior written consent, is prohibited.
In addition to the foregoing and in consideration of being allowed to use the Website, you agree that the following actions shall result in a material breach of the Terms & Conditions:
• Collecting information about the Website or users of the Website without our explicit written consent;
• Modifying, framing, rendering (or re-rendering), mirroring, filtering, truncating, injecting, or changing any content or information contained in the Website, without our explicit written consent;
• Using any deep-link, page-scrape, index, robot, crawl, spider, macro programs, click spam, Internet agent, or other automatic device, program, algorithm or methodology which does the same or similar things, to use, access, copy, acquire information, generate impressions or clicks, input information, store information, search, generate searches, or monitor the Website or any portion thereof;
• Disguising the origin of information transmitted to, from, or through the Website;
• Accessing or using the Website for competitive purposes;
• Impersonating another person or entity;
• Distributing viruses or other harmful computer code;
• Allowing any other person or entity to impersonate you to access or use the Website;
• Using the Website for any purpose in violation of local, county, national, international laws; or
• Using the Website in a way that is intended to harm, or a reasonable person would understand would likely result in harm, to the user or others.