Frequently Asked Questions (FAQ)

You can create an account automatically when you make your first purchase on our website. Your account details will be generated during the checkout process.

Your security is our priority. We implement industry-standard encryption and security protocols to protect your personal information and reduce the risk of unauthorized access.

If your account remains inactive for an extended period, it may be temporarily deactivated for security purposes. You may reactivate your account by logging in and following the prompts. If you encounter any issues, please contact our customer service team.

We use both Offset Printing and Digital Printing technologies. The most suitable printing method is selected based on your product specifications, order quantity, and production requirements to ensure the best balance of print quality and cost efficiency.

Yes. If you require a custom size, material, or finishing not available in our online ordering system, please contact our customer service team at:

Kindly provide your specifications and we will prepare a customised quotation for you.

No. Print Genie does not provide graphic design services.

You may consider using online design tools such as:
• Canva
• Adobe Express

Alternatively, you may hire freelance designers through platforms such as Upwork or Fiverr.

Artwork specifications, templates, and print guidelines are available on our website. If you are unsure about the requirements, please contact our support team for assistance.

If your artwork file is not print-ready, we will notify you to make the necessary adjustments. Please note that this may delay the production timeline.

For best compatibility and print quality, we recommend submitting your artwork as: PDF format using CMYK colour mode

Artwork can be uploaded directly through our website during the ordering process

Changes or cancellations are only permitted before the order status reaches "Print-in-Progress".

Once production has started, the order cannot be modified, cancelled, or refunded.

If an order is cancelled before processing begins, you may choose between:
• Cash Refund – Refund will be issued after deducting a 10% handling and administrative fee. Any postage, courier, design, or artwork-related fees already incurred will not be refunded.
• Store Credit / Wallet Credit – Full refund of the order value with the 10% administrative fee waived. The refund will be credited to your Print Genie Store Credit / Wallet for future purchases.

Print Genie complies with applicable Singapore laws and regulations relating to printing and publication.

We reserve the right to refuse printing of any content that may be:
• unlawful
• defamatory
• obscene
• racially or religiously offensive
• infringing intellectual property rights

Customers remain fully responsible for ensuring that submitted artwork does not violate copyright, trademark, or other legal rights.

Anyone aged 18 or older and residing in Singapore may apply to become a Print Genie Member. A valid annual membership subscription fee is required to maintain membership status.

Members enjoy several benefits including:
• exclusive wholesale pricing
• access to a wide range of customisable products
• white-label shipping services

Print Genie manages the production and fulfilment process so Members can focus on sales and customer relationships.

We do not provide a physical sales kit.

However, Members may order printed products (such as mugs or T-shirts) at their exclusive Member pricing to use as product samples.

Print Genie handles all production, inventory, and logistics. Members do not need to hold stock or manage shipping. Orders can be delivered directly to you or to your customers.

To place an order:
1. Visit our website
2. Select your product and specifications
3. Upload your artwork
4. Proceed to checkout

You will receive order confirmation via email and WhatsApp once your order is successfully placed.

Payment methods vary depending on account type.

Members
• Payment must be made using Wallet Credit

Non-Members
• Credit Card
• PayNow

Standard delivery typically takes 5–7 business days, depending on the product type, production requirements, and order quantity.

For urgent orders or specific delivery requirements, please contact our support team.

Orders may only be modified or cancelled before the order reaches "Print-in-Progress" status.

Once production begins, the order cannot be cancelled or refunded.

If cancelled before processing begins:
• Cash Refund – Refund will be issued after deducting a 10% handling and administrative fee. Any postage, courier, design, or artwork-related fees already incurred will not be refunded.
• Store Credit / Wallet Credit – Full refund of the order value with the 10% administrative fee waived. The refund will be credited to your Print Genie Store Credit / Wallet for future purchases.

You can log in to your account dashboard to view your order history and order status.

Automated updates are also sent via email and WhatsApp notifications.

A Pending status usually indicates that we are waiting for:
• payment confirmation, or
• a corrected artwork file.

Please check your email or dashboard notifications for further instructions.

You may choose between:

Self-Collection (Free)
KHL Printing Co Pte Ltd
20 Bedok South Road
Singapore 469277

or

Local Delivery to a single address within Singapore (delivery fees may apply).

No. We use white-label (blind) shipping.

Packages will not display Print Genie branding. Only the shipping label will be visible, allowing Members to maintain their own brand relationship with their customers.

Deliveries are typically carried out Monday to Friday, between 9:00 AM and 6:00 PM, excluding Singapore Public Holidays.

Yes. Simply select Self-Collection during checkout.

Please wait for the “Ready for Collection” notification before visiting our office.

Yes. You may enter your customer’s details in the Shipping Address section during checkout.

Delivery charges may apply depending on the destination and delivery requirements

Payment options include:

Members
• Wallet Credit

Non-Members
• Credit Card
• PayNow

Log in to your account and navigate to the Wallet section, then select Top Up. Follow the instructions to add funds via Credit Card or PayNow.

Yes. The minimum wallet top-up amount is: SGD 1,000

Subsequent top-ups must also be made in multiples of SGD 1,000.

Yes. An official e-invoice will be automatically sent to your registered email after payment.

You may also download past invoices from your account dashboard.