refund policy
Project Board Reservations:
We do not issue refunds for fees paid in advance to book time on our project board. Once a payment or deposit is made, it is non-refundable. All Setup fees are nonrefundable as it is applied to costs immediately incurred in initiating services. If a project is cancelled or postponed, all monies paid are retained by Creative Ape Studio and if applicable, a fee for all work completed beyond what was already paid for shall be paid by the client.
Additional charges will be discussed and agreed upon before the final invoice is sent (more on this topic below)
Additional charges (for graphics) will be applied if any pictures or illustrations are needed through stock sites such as iStock or Dreamstime. (We will not purchase any images until we have client approval)
Original image files will not be emailed until the full balance has been paid
Additional charges (for site builds) will be applied if the client needs additional work that is outside of the original quote or package specifications.
Client has 10 days to make their final payment or a $100 late fee will be applied for every week that the client is late after that time
Project Board Cancellations:
Project board reservations that are canceled at least 30 days prior to the start date may be rescheduled at the end of our queue. Cancellations made less than 30 days from the project start date result in full loss of deposit and may be rescheduled only with payment of another deposit.
Project Board Refunds:
Due to the custom nature of our work, Creative Ape Studio does not issue refunds for any reason. Please note our cancellation policy (above) for information about canceling your project.
Project Board Timelines:
We do not guarantee a completion date for any project. Most design projects can be completed in 2-3 weeks. This depends on the speed of the client’s feedback and the number of revisions required. If you have a project deadline, please let us know.
We keep clients in order of first come – first serve. If you are in a hurry and need something done within a week, we offer a special “Rush” pricing – you can read more about that below.
RUSH Service:
If you are in a rush and need a project completed right away, we offer special “rush rates” where we can promise that your project would be moved to the front of the line and done within a 3 day time frame. You would be charged an additional 50% on the total. So if the project is normally $100, with the rush fee, the project would total $150.
Revisions / Concepts
Our prices include 1 major revision on the design project booked. Each additional revision or new concept is $50. If you approve an image once we send you the finalized graphic image files and you see something that needs to be changed or fixed – you will be charged for a revision (this even includes typos that may have been a mistake on our part). Be sure to proof read before giving the go to finalize the design.
Communication
We use email as our main means of communication. We like to use the email correspondence as reference when we are able to begin working on a project. This helps us to keep things in order and to keep track of project details and answers to the many questions that we usually have for clients. But you don’t have to worry, We are known to respond right away (usually that day or at least within 24 hours).
We will be communicating with you often during the design process. We will need specific feedback and your approval to continue the work. Responding to our questions in a timely manner will allow your design to progress.
Regular communication is critical to the design of your project and those in line behind you. Failure to communicate with us about the design process for a period of 72 hours (whether expectedly or unexpectedly), will result in your project being placed on hold and moved to the end of our current queue. If the design schedule allows, you may pay an additional 25% of the current cost of the project to reschedule at the top of the waiting list.
Should you fail to provide necessary files or pieces of information within 10 days of the date requested, all payments will be forfeited to Creative Ape Studio and the project will be cancelled without notice.
Printed Products:
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at create@creativeapestudio.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at create@creativeapestudio.com and send your item to: P.O. Box 2854, Dallas, GA, 30132, United States.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: P.O. Box 2854, Dallas, GA, 30132, United States.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.