Can I place more than one design on the same order?

We are not able to accept multiple designs on one art board. Each design must be uploaded separately. This applies particularly to vinyl decal, metallic tattoos, and fabric transfer designs.

If you have uploaded multiple designs through one file, we will cancel your order and reach out to you asking you to replace them as separate designs!

If you’re having issues with formatting, please see our guidelines.


Can I order more than one size to meet the minimum quantity?

No - the minimum applies to each size or design.


Will I get a proof for my order?

It’s our goal to make sure you love your order, so we’ll will email a proof before getting started on production for the following products:

  • Corrugate Mailer Boxes
  • Flexible Kraft Mailers
  • Rigid Kraft Mailers
  • Expandable Kraft Mailers
  • Kraft Bubble Mailers
  • Premium Poly Bubble Mailers
  • Poly Mailers
  • Poly Bubble Mailers
  • Tissue Paper
  • Butcher Paper
  • Clear Peel & Seal Bags
  • Clear Zip Top Bags
  • Packing Tape
  • Gummed Paper Tape
  • Drawstring Cotton Bags
  • Masking Tape

For any items that do not require a proof, your mockup on the editor serves as a digital proof. 

We will send you your proof within 10 days of your order being placed. We ask that you respond promptly so that we can ship your finished product in the time you expect. Our turnaround times are based on a 24 hour proof approval, so please know that slower response times from you will slow down the processing time of your order.  Additionally, if you make changes to your artwork, sizing, or spacing this will add time to the promised turnaround as we will need to redo your proof.

Please review your proof carefully. We will not be able to refund any orders that were made correctly according to the approved proof. Orders cannot be cancelled or changed after the proof has been approved.


Where's my order?

Once your order is placed you will receive an email confirming it. Our products have different turnaround times. An estimated turnaround time is displayed on the product page, in the editor and when you checkout.

When your order has shipped you will receive an email notification. If available, tracking information will be sent in the same email. If you have not received a shipping confirmation please contact us.

For more questions see our shipping help page.


Can you rush orders?

It depends on the product. Contact us and we’ll do our best to speed things up. We work hard to get your items shipped as soon as possible, even without a rush order.


Can I buy a gift card?

Not yet, but contact us and we can work something out!


I would like to re-order something I have bought before. How can I do this?

Every product you’ve ordered is saved as a build. Click here when you’re signed in, and you’ll be able to see your previous orders and replace them.

You can also access this page by clicking on the circle in the upper right hand corner of the page and then selection “Dashboard.”


If I'm ordering a gift, can you leave out the invoice?

No, we do not offer this option currently.


Do you have discounts on bulk orders?

Yes! For most products the price changes depending on how many you order. After you have uploaded your design, you will see a sliding scale for the amount you wish to purchase. You can see how the price changes depending on quantity as you move the slider. Please note, we are not able to offer bulk discounts on Silkscreen Kits.


Can I place an order over the phone?

We need your digital file to make your custom product, so we are not able to accept orders over the phone. We’re still here to help! Just get in touch if you’re having any trouble with the website.


How can I cancel my order?

We start working the your order shortly after it is placed — usually on the same day. If you would like to cancel it, please contact us as soon as possible. We aren’t able to cancel orders once they are in progress.


What counts as a business day in the turnaround time?

Lumi and shipping services consider a business day to be Monday through Friday excluding US national holidays. 


I just got a refund for my order. When will the money return to my account?

Refunds typically appear on your bank statement with 5-10 days.


I entered my billing address incorrectly. What should I do?

Just send over the correct address, and we’ll make sure the payment went through.


Do you offer returns on blank products?

We are able to offer returns only if the product is not damaged. If your product is defective or damaged during transit, please take photos of the product and send them to us within 48 hours of delivery.


What is your refund/exchange policy?

Lumi cannot provide refunds or exchanges due to customer dissatisfaction with the finished product or customer errors. Prior to submitting an order, it is the customer’s responsibility to verify that all the details are accurate and that the product being ordered is what the customer wants.

If an error is made on Lumi’s end or if something is damaged in shipping, please contact us right away and Lumi will remake or refund some or all of the order. Any order being refunded or remade must be sent back to Lumi prior to a remake or refund being processed at the cost to the customer.

It’s our goal to make sure you love your order, so we’ll will email a proof before getting started on production for the following products:

  • Corrugate Mailer Boxes
  • Flexible Kraft Mailers
  • Rigid Kraft Mailers
  • Expandable Kraft Mailers
  • Kraft Bubble Mailers
  • Premium Poly Bubble Mailers
  • Poly Mailers
  • Poly Bubble Mailers
  • Tissue Paper
  • Butcher Paper
  • Clear Peel & Seal Bags
  • Clear Zip Top Bags
  • Packing Tape
  • Gummed Paper Tape
  • Masking Tape

We ask that you respond promptly so that we can ship your finished product in the time you expect. Our turnaround times are based on a 24 hour proof approval, so please know that slower response times from you will slow down the processing time of your order. 


My order was refunded, what happened?

Certain designs won’t work for the our manufacturing processes. We will reach out to you and let you know what went wrong, but we might cancel your order first if we’re sure it won’t work well as ordered. If you have any questions you can always reach out to hello@lumi.com.


Will my Inkodye coupon code work on Lumi.com?

No, the checkout system is separate so the coupon codes from Inkodye are not valid at lumi.com.