Orders & Payment
What should I do if my payment fails?
In case there is a failure in payment, please retry and confirm that the information you've provided is correct and that your internet connection wasn't disrupted. If your account has been debited after a payment failure, it is normally rolled back to your bank account within 10 business days. For further assistance, reach out to us via the Contact Us page
How do I cancel the order I have placed?
You can cancel any time before your order goes into printing, usually within a few hours of placing it. Email hello@crayonz.ai with your order id and we refund the full amount to your original payment method. Once printing has started the piece is being made just for you, so it can no longer be cancelled. See Returns & Refunds below for damaged, misprinted or wrong items.
Can I send a gift without an invoice or price tag?
Yes, we allow removal of price tags/invoices for gifts.
Can I get my order delivered faster?
Sorry, currently we do not have any service available to expedite the order delivery.
Can I add products to my existing order?
Once you have confirmed the order and we have accepted it, you cannot add any more products to your order. You will have to place a fresh order for the other products.
Shipping & Tracking
Can I modify the shipping address after placing the order?
Sorry, that is not possible at the moment as the system would have already passed the mobile number and address to our print-and-fulfilment partner to pack and ship your product.
How long will it take for my order to be delivered?
Within India, 4–8 days from order (2–3 days to print, then 2–5 in transit). Outside India, usually 1–2 weeks, up to 3 for some orders. Checkout shows the estimate for your address before you pay.
Are there any additional shipping charges?
Shipping is FREE for all orders across India. Outside India, delivery is charged at cost and shown at checkout before you pay.
What if my order is undelivered?
For prepaid orders, if our courier partners are unable to deliver the product and they send it back to us, we will initiate a refund, which will reflect within 24-48 hours of initiation.
Miscellaneous
Can I try the product before buying?
We only sell online so there is no try-and-buy option available. However, to make sure you pick the right size, we have a size chart with measurements on our product pages.
Developer API — credits and plans
What am I paying for?
The Crayonz Developer API and console sell credits. A plan gives you a fixed credit allowance for 30 days for a one-time payment; plans do not auto-renew and there is no mandate or standing instruction. A top-up pack adds credits that never expire. Every API call spends a published number of credits from your balance the moment it runs.
What happens when an API call fails?
Credits are reserved when a call starts and returned to your balance automatically if the call fails on our side. You are only charged for calls that return a result.
Can I get a refund on a plan or a pack?
Yes, within 7 days of purchase, if none of the credits from that purchase have been used. Write to hello@crayonz.ai with the order id and we refund the full amount to the original payment method within 5 business days. Once credits from a purchase have been spent the purchase is non-refundable, because the service has been delivered; we do not offer partial refunds for unused balance.
How do I cancel?
There is nothing to cancel. Plans are prepaid for 30 days and stop on their own; you can let a plan lapse and keep using pack credits. You can delete your API keys or your account from the console at any time.
Which currency and taxes apply?
Customers in India pay in INR through Cashfree; 18% GST applies and a GST invoice is issued for every purchase. Customers outside India pay through our authorised merchant of record, which sells the credits to you, applies the tax of your country, appears on your card statement, and processes any refund under this same policy.
Returns, Exchange & Refund
My order arrived damaged, misprinted or not what I ordered. What happens?
Email hello@crayonz.ai within 7 days of delivery with photos of the problem (a wrong item counts, same as damaged or misprinted) and your order number. We'll send you a free replacement. Depending on the case, we may refund you instead. You don't pay for return shipping.
Can I exchange for a different size?
No, we don't exchange for size. Please check the size chart on the product page before you order.
Can I return an item or get a refund otherwise?
No. If your order isn't damaged, misprinted or the wrong item, we don't accept returns or refunds, because each piece is printed to your design after you order. The exceptions are cancelling before printing starts, and prepaid orders the courier couldn't deliver (see above).
How and when do I get a refund when one is approved?
Refunds go back to your original payment method within 5–7 business days of approval. For cash-on-delivery orders we refund the amount you paid to your bank account or UPI.