After-Sales Service & Support
Your satisfaction is the foundation of our promise. Delivery marks not an ending, but the start of our lasting partnership.
Since our founding in 2015, we have successfully fulfilled thousands of customized orders for clients across the globe. We recognize that every bespoke gift carries the weight of your brand reputation. That is why we pledge transparent, equitable, and responsive after-sales support—guaranteeing your project moves forward with certainty at every stage.
We maintain rigorous quality control aligned with global standards—including SGS certification—throughout our manufacturing process. In the rare event of a quality concern, kindly notify us within 7 days of delivery. Please share clear photos or video documentation. We will immediately arrange a replacement or remake at no cost to you.
While every shipment is carefully packed, international transit involves inherent risks. If your package arrives with significant damage, please contact us within 7 days of delivery. Provide clear supporting evidence—we will then coordinate with shipping partners and prioritize arranging a replacement or compensation.
This is the core of our customization service. Responsibility is clearly and fairly defined:
Our Responsibility: If the final product does not match the approved final artwork you provided, we will take full responsibility and redo it free of charge.
Your Responsibility: If errors stem from inaccuracies in the final artwork you provided, we will redo the work for you to minimize your losses.
*We strongly advise approving physical samples before full production. This simple step remains the most effective way to prevent such situations.
Reach out to our customer service team through email ast@kmsuperb.com or our ticket system. Please include your order number for reference.
Clearly describe the issue you have encountered. Provide a thorough explanation to help us understand the context.
Attach clear photographs or video evidence. Visual documentation allows us to quickly assess the circumstances.
Our team will respond promptly with a proposed resolution. This may include remaking items, arranging replacements, or offering partial refunds.
Once the solution is confirmed, we will take immediate action. You will receive continuous updates until the matter is fully resolved.