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.

By joining the Membership Programme, you can enjoy exclusive member pricing, bonus Wallet Credits, priority support, and greater savings on every order.

• Exclusive Member Pricing

• Access to the “Top Up Plan” programme

• Bonus Wallet Credits on qualifying top-ups

• Priority Customer Support

• Faster response times

• Long-term savings on recurring print orders

• Savings of up to SGD 6,000 per year based on spending volume

• Membership benefits are available only during the active membership period.

• Membership benefits, Wallet Credits, and Bonus Credits are non-transferable.

• Membership is tied to the registered account holder and may not be shared, assigned, or resold.

• Membership discounts and promotions cannot be combined unless otherwise stated.

• Print Genie reserves the right to amend membership benefits, pricing, promotional mechanics, and programme structure without prior notice.

• Abuse, misuse, fraudulent activity, chargebacks, or suspicious transactions may result in the suspension or termination of membership benefits.

• Membership fees are non-refundable once activated.

• The complimentary Year 1 membership cannot be exchanged for cash or refunded.

• Renewal notifications will be sent before annual membership renewal.

• Membership renews at SGD 199/year (inclusive of GST) from Year 2 onwards unless otherwise stated.

This programme allows customers to top up funds into their account wallet and receive additional bonus credits for future purchases.

• Top up SGD 500 → Receive SGD 525 in credits

• Top up SGD 1,000 → Receive SGD 1,100 in credits

• Top up SGD 5,000 → Receive SGD 5,750 in credits

•• Wallet Credits can only be used for purchases made through the Print Genie website.

• Wallet Credits are not valid for offline or walk-in purchases.

• Membership benefits are non-transferable.

• Bonus Credits are promotional and non-withdrawable.

• Membership tiers are determined by the qualifying top-up transaction amount.

• Wallet Credits may only be used for purchases made through the official Print Genie website.

• Wallet Credits are not valid for walk-in purchases, counter payments, offline transactions, phone or WhatsApp orders processed outside the website, or transactions with affiliated KHL Group companies.

• Bonus Credits are promotional credits and are non-transferable, non-withdrawable, and cannot be exchanged for cash.

• Wallet Credits currently do not expire unless otherwise stated under specific promotional campaigns or special programmes.

• Membership tiers are determined based on the latest qualifying top-up amount, and not on the remaining wallet balance.

• Wallet Credits will automatically be applied first during checkout before any other payment methods are charged.

• If your Wallet Credit balance is insufficient, the remaining balance may be paid using another available payment method during checkout.

• Print Genie reserves the right to suspend, reverse, or adjust Wallet Credits in cases of suspected abuse, fraudulent activity, system errors, or unauthorised transactions.

Yes. Refund requests for Wallet Credits are subject to the following conditions:

• Bonus Credits will be deducted in full before refund processing.

• Refundable amounts are capped at the actual paid top-up value.

• Refunds will be processed back to the original payment method where applicable.

• Refund processing may take approximately 7–14 working days.

• Promotional or Bonus Credits are strictly non-refundable.

Top-Up Tiers are determined based on your latest qualifying top-up amount, and not on your remaining wallet balance.

Example:
• Customer tops up SGD 5,000 → Customer qualifies for Platinum Tier
• Customer spends SGD 1,000 → Remaining wallet balance becomes SGD 4,000
The customer will still remain under the Platinum Tier because tier qualification is based on the latest qualifying top-up transaction amount.

However:
• If the customer later performs a new top-up of SGD 500 only → The tier will be recalculated based on the new qualifying top-up amount.

Tier qualification is determined by the most recent qualifying top-up transaction, and not by the total or remaining wallet balance.

Yes. If your Wallet Credits are insufficient, the remaining balance may be paid using another available payment method during checkout.

Wallet Credits currently do not expire unless otherwise stated under specific promotional campaigns or special programmes.

No. Bonus Credits are promotional credits and cannot be withdrawn, transferred, or exchanged for cash.

We do not provide a physical sales kit.

However, Customers 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. Customers do not need to hold stock or manage shipping. Orders can be delivered directly to you or to your customers.

1. Log in to your account

2. Click “Account” at the top right corner

3. Select “My Wallet”

4. Click “Wallet Top-Up”

5. Enter your preferred top-up amount

6. Click “Add”

7. Enter your billing details and select your payment method

8. Read and accept the Terms & Conditions

9. Click “Place Order”

Top-up credits will usually be reflected in your wallet shortly after payment confirmation.

1. Go to the Membership Plan page

2. Click Add to Cart

3. Proceed to checkout

4. Enter your billing details and select your payment method

5. Read and accept the Terms & Conditions

6. Click “Place Order”

Your membership benefits will be activated after successful payment confirmation.

1. Add your selected product(s) to cart

2. Proceed to checkout

3. Enter your billing details and select your payment method

4. Read and accept the Terms & Conditions

5. Click “Place Order”

You will receive an order confirmation via email or WhatsApp once your order has been successfully submitted.

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 begins, the order cannot be cancelled, modified, or refunded.

If an order is cancelled before processing begins:
• Full Refund – A full refund will be issued with no administrative charges

If payment was made using Wallet Credits (Top Up Plan):
• The refunded amount will be returned to the customer’s Print Genie account wallet (Wallet Credits)

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.

This programme allows customers to top up funds into their account wallet and receive additional bonus credits for future purchases.

Customers will receive bonus credits based on the top-up amount:

• Top up $500 → Receive $515 in credits
• Top up $1,000 → Receive $1,050 in credits
• Top up $5,000 → Receive $5,500 in credits
• Top up $10,000 → Receive $11,500 in credits

Yes. However:

• Any bonus credits will be deducted in full
• The refundable amount will be the remaining wallet balance at the time of the refund request, capped at the actual top-up amount paid
• Refunds will be processed back to the original payment method
• Processing time may take 7–14 working days

We do not provide a physical sales kit.

However, Customers 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. Customers 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.

We accept the following payment methods:

• Wallet Credits (Top Up Plan)
• 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, modified, or refunded.

If an order is cancelled before processing begins:
• Full Refund – A full refund will be issued with no administrative charges

If payment was made using credits from the “Top Up Plan” programme:
• The refunded amount will be returned to the customer’s Print Genie account wallet (Wallet Credit)

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.

We accept the following payment methods:

• Wallet Credits (Top Up Plan)
• 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.