Grafana Online Store — POLICIES
Kotis Design is the official merchandise provider for
the Grafana Online Store, and it hosts and manages the Grafana Online Store.
Kotis is a branded merchandise provider which also creates online store
solutions for many different industries. More information about Kotis is available
For questions not answered here please email email@example.com or call 888-465-6847.
What payment methods do you take?
We accept Visa, MasterCard, Discover and American Express. There is no surcharge for using your credit card to make purchases. We cannot accept Paypal, checks, or other payment methods. All orders must be placed online and are charged in US Dollars.
How do I know if my order went through?
Once an order is placed you are taken to a confirmation screen that shows your order number. A confirmation email is automatically sent to you with your order details. If you do not receive this email, please check your junk mail filter.
Do you ship to countries outside of the US?
Yes, we are able to ship merchandise to international locations.
How much does shipping cost?
Within the US: starting at $7
Canada: starting at $10
International: starting at $16
The charges above are for one item, there is a small additional charge for extra items that depends on weight and location. Some large or fragile items have additional surcharges. The exact shipping total is displayed during checkout before you place your order.
When will my order be shipped?
In stock orders are shipped the same business day (M - F) if the order is placed before noon Pacific Time. You will get a tracking email when this happens.
When will my order be delivered?
You'll receive an email once your order ships with a tracking link. Tracking
info for international orders does not extend past when your order leaves the
continental United States.
Within the US: 2 - 4 Days
Canada: 1 - 2 Weeks
International: 3 - 4 Weeks
How do I return or exchange an item?
If you believe your order was mis-shipped, contact us with the order # in the subject line and an explanation of the incorrect item you received. Otherwise, within 60 days of original purchase, follow the instructions at kotisdesign.com/returns. You will be responsible for shipping the item back to us.
Will all the products I ordered ship together?
For multiple product orders, we will make every attempt to ship all products in a single package, however some items such as posters may ship separate from other merchandise. If an item is on back order at the time your order is placed, we will contact you to determine how to proceed.
Who is responsible for paying duties and taxes on international shipments?
We have no control over duties or taxes that may be assessed. We fill out all customs paperwork with information that is accurate and correct to the best of our knowledge. Any duties, taxes, and fees that may be assessed are the responsibility of the recipient.
My international order is delayed. What can I do?
If your order is held up in customs we are happy to provide additional documentation if needed. However we cannot accept responsibility for packages that are delivered late due to customs delays as these are out of our control.