How orders work here

The short version

• Everything is custom-made to the details you approve.
• Production starts after payment.
• Custom items usually can't be returned or restocked.
• If we make a mistake, we'll work to make it right.

Who these policies cover

These policies cover direct orders arranged through Kayem.co, like when we quote a custom project by email and send you a payment link. Purchases made on Etsy follow Etsy's own policies and checkout flow. Anything you buy there is covered by Etsy's terms.

Custom order requests

Submitting our custom order form is a request, not a purchase. It just starts the conversation. You don't owe anything until your details are confirmed and you've made a payment.

Proofs and approvals

For personalized orders we'll usually send a digital proof or preview before making your item. Please check it carefully: spelling, names, links, the QR destination, and logo or design placement. We make exactly what you approve. Production starts once you approve the proof or confirm your details, depending on the order.

If you need a change after approving, tell us as fast as you can. If production hasn't started, we'll simply update it. If it has, changes may add time or cost. And if we ever make something that doesn't match the proof you approved, that's on us, and we'll make it right.

Your links, text, logos, and uploaded files

Please double-check the names, text, links, and QR destinations you send us. Once they're approved, that's what we make, and we can't catch a typo we don't know about.

Uploaded logos, QR codes, photos, and design files are used only to complete the project you requested. You keep ownership of your own logo, artwork, and brand materials. Kayem.co does not sell your uploaded files or reuse them for other customers. We may occasionally share photos of finished products as examples or on social media, but we'll avoid showing sensitive information when possible, and you can always ask us not to share your order publicly.

Payment links and invoices

After your details or proof are confirmed, we may send a secure payment link or invoice through Square, Stripe, Etsy, or another payment provider. Prices are always confirmed with you before payment, so there are no surprise charges. Production starts once payment clears.

Production time

Most single-item orders are made and shipped within 3–7 business days after your details or proof are approved. Bulk and heavily custom orders may take longer, and we'll give you an estimate before payment. If we're waiting on your reply, link, logo, or proof approval, the timeline pauses.

Shipping

Once your order is handed to the carrier, shipping times are the carrier's estimates rather than guarantees. We provide tracking when available. Direct-payment orders ship after payment clears, and bulk or heavily custom orders may need extra time.

Cancellations

• Before work starts: usually a full refund.
• After design or proof work starts: the refund may be reduced for work already completed.
• After proof approval or production starts: cancellation and refunds may be limited, because your item is custom-made.
• After production is complete: custom products generally can't be cancelled.

Refunds and custom products

Custom items are made specifically for you, so they generally aren't returnable. If an item arrives defective or doesn't match the proof you approved, we'll work to fix or remake it. If the approved details themselves were wrong (a misspelled name or an outdated logo, for example), that's not normally refundable. Even then, we may offer a discounted remake, because we'd rather you end up with something you love.

Defects and remakes

If something arrives damaged or defective, email us. We may ask for a photo or two so we can see what happened. We fix our own mistakes, and we handle damage and defect issues reasonably, case by case.

Link updates and hosted pages

When your keychain or card points to a link we host or forward, we can usually change where it goes for free. Just ask. A QR code printed with a fixed, direct link can't be changed after production unless it was set up through a hosted or forwarded link. Hosted pages and link forwarding are support services we provide alongside your product, and they may evolve over time.

Backpack tag service

Some Kayem products include a scannable backpack return tag. When someone taps or scans the tag, they can send a short message to help the backpack get home. The message is delivered privately to the email address on the tag owner's Kayem account. Kayem's public tag page and public notification API do not display or return the tag owner's email address to the person who scans, and the tag does not use GPS or automatically locate or track any person.

Who may set up a tag

Kayem accounts are for adults. By activating a tag you confirm that you are at least 18 and are the parent, legal guardian, or otherwise authorized to configure the tag and to receive messages about the item it is attached to. Keep the tag anonymous: a first name or nickname is plenty — please don't add a full name, school, address, schedule, age, photo, or medical details.

What the tag is not

The tag is not a tracking device, a GPS locator, an emergency service, a medical ID, or a child-safety monitor, and it does not guarantee that a lost item will be returned. If you need help urgently, contact local emergency services directly.

Acceptable use

The notification form may be used only to help return the attached item. We may pause or suspend tags and limit or block submissions to prevent harassment, false reports, automated abuse, or any unlawful use, and we apply sending limits to every tag.

Availability

No subscription is required: access to the hosted tag service is included while the service remains available. Hosting is not represented as lifetime, perpetual, uninterrupted, or error-free. We may modify, suspend, or discontinue the service for legal, security, safety, abuse-prevention, technical, or business reasons, and we'll give advance notice of a planned material discontinuation when reasonably practicable. Any future paid renewal would require your separate consent.

Your acceptance

Activating a tag records your acceptance of this section (version tag-terms-v1) and of the backpack-tag part of our privacy page (version tag-privacy-v1). Material changes will be posted here. Where required or appropriate, we may ask you to accept an updated version before continuing to manage or use the Tag Service.

Payments and privacy

Payment processors handle your card details. Kayem.co does not see or store full card numbers. For how we handle the rest of your information, see our privacy page.

Contact

Questions about any of this? Email hello@kayem.co. We'd rather fix a problem than argue about it.