Shipping & Refund Policy

This policy covers shipping, delivery, refunds and returns for goods produced for and dispatched by AISAWORKS CO., LIMITED (“AISAWORKS”, “we”, “us”). It forms part of our Terms of Service.

1. Production lead time

Lead time begins after order confirmation, receipt of any required deposit or full payment, and approval of proofs. Typical production windows are quoted per order and vary by product, quantity and finishing. Lead times exclude shipping and customs transit.

2. Shipping methods

• Event / bulk delivery: consolidated pallet or carton delivery to conventions, events and pop-up locations, timed to your schedule.
• Fan-direct dropshipping: per-order pick, pack and ship to individual customers worldwide, with dispatch coordinated by AISAWORKS.
• Direct shipment to you: bulk shipment to a studio or address you designate.

Carriers and service levels are selected per destination and may include tracked and express options.

3. Delivery timelines and risk

• Delivery estimates are indicative and not guaranteed. We are not responsible for delays caused by carriers, customs clearance, weather or other events beyond our control.
• Unless otherwise agreed in writing, risk in the goods passes to you upon handover to the carrier. Title passes upon receipt of full payment.

4. Duties, taxes and customs

International shipments may be subject to import duties, taxes and customs clearance fees levied by the destination country. Unless expressly stated, these charges are the responsibility of the recipient or the client.

5. Inspection and defects

Please inspect goods promptly on receipt.

• Notice period. Claims for shortage, damage or manufacturing defects must be submitted in writing to info@aisaworks.com within 14 calendar days of delivery. For direct delivery to an event or convention, claims must be submitted within 48 hours of receipt at the venue.
• Evidence. Claims must include the order reference, a description, and clear photographic or video evidence of the affected items and their packaging. For transit damage, please retain and clearly photograph the original outer carton, carrier label and internal cushioning, as these are required to support a carrier or insurance claim.
• Remedy. We will, at our option, repair, replace or issue a proportionate credit or refund for the confirmed defective portion.

6. Refunds and cancellations

• Orders cancelled before production begins may be refunded in full, less any costs already incurred.
• Orders already in production, or produced to approved proofs, are not refundable, as they are custom-manufactured to your specification.
• Refunds for confirmed defects are issued to the original payment method, typically within 5–10 business days depending on your payment provider or card issuer.

7. Returns

• Return authorization is required before sending anything back. Contact info@aisaworks.com first.
• Returned goods must be unused, in original packaging and shipped with the provided instructions. Unauthorized returns may be refused.
• Return shipping costs for non-defective items are the client’s responsibility.
• For confirmed defects, we may instead accept verified photographic or video evidence of disposal, so that the goods need not be shipped back.

8. Color and material variation

Minor color and material variation between screen previews, approved proofs and production runs is inherent to printing and manufacturing and is not a defect.

9. Contact

For shipping, returns or refund questions: info@aisaworks.com. Our full registered entity details appear in the site footer.