Delivery & Fulfilment Policy

1. What we deliver

We supply digital design services and digital files. Nothing is physically shipped, so there are no shipping charges, customs duties or delivery addresses involved. All files are delivered electronically, worldwide, at no additional cost.

Where an engagement includes print-ready artwork, we supply the artwork files. Printing, production and physical fulfilment are arranged by you with your own supplier and are not part of our service unless the written scope says otherwise.

2. When the clock starts

The delivery date agreed in your scope is calculated from the project start date, which is the later of:

• the date you confirm acceptance of the written scope in writing;
• the date the deposit payment clears; and
• the date we receive the briefing information and any existing assets the work depends on.

All timeframes on this site and in our scopes are stated in business days, Monday to Friday, excluding weekends and United States federal public holidays.

3. Standard turnaround

Engagement	Typical duration	First presentation
Brand Sprint	Approx. 10 business days	Within 4 business days
Identity System	Approx. 20–30 business days	Within 7 business days
Marketing collateral (single piece)	3–7 business days	Within 3 business days
Social design system	5–10 business days	Within 4 business days
Design Partner (per request)	2 business days standard	n/a

These are typical durations. The date that applies to you is the one written into your scope, which is agreed before you pay anything. If we cannot meet a date you need, we say so before you commit rather than after.

4. What depends on you

Delivery dates assume feedback and approvals arrive within the windows set out in the scope, ordinarily five business days per stage. Where a response takes longer, the delivery date moves by the same number of days. We will confirm any revised date in writing.

Delays caused by incomplete briefing information, missing assets, or feedback arriving in fragments rather than as one consolidated set are the most common reason a project runs late. We will tell you promptly if we are waiting on something.

5. What you receive

Deliverables vary by engagement and are listed in full in your written scope. A typical handover includes:

• Editable source files — Adobe Illustrator (.ai), SVG and EPS.
• Raster exports — PNG with transparency and JPG, at screen and print resolution.
• Print-ready artwork — PDF with bleed, crop marks and correct colour profile where the scope includes print pieces.
• Logo variants — primary, horizontal and stacked lock-ups; monochrome and reversed versions; favicon and app-icon crops.
• Brand guidelines — a PDF document, on Identity System engagements.
• Social assets — correctly sized per platform, plus editable template files where the scope includes a social system.

Everything is organised into clearly named folders so your team can find what they need without asking us.

6. How files reach you

Final files are delivered by email and secure download link to the address you nominate. Download links remain active for 30 days. If a link expires or you lose the files, email us and we will re-issue them at no charge for 12 months after delivery.

Files are released once the final invoice has been settled and cleared. Draft presentations and concept work are shared throughout the engagement as flat images or PDFs.

7. Acceptance

On delivery, please check the files against the scope. If anything is missing, corrupt, or does not match what you approved, tell us within 30 days and we will correct and re-issue it at no cost. This is separate from revisions and separate from refunds — it is a delivery error and we simply fix it.

8. If we are running late

If a delivery date is at risk for any reason on our side, we will tell you as soon as we know, explain why, and give you a revised date. We will not let a date pass in silence.

Where we miss an agreed delivery date by more than five business days for reasons within our control, and the delay is not caused by outstanding feedback, materials or payment from you, you may cancel the engagement and receive a full refund of all amounts paid, as set out in our refund and cancellation policy.

9. Rush work

Where a timeline is shorter than our standard turnaround, we will say up front whether it is achievable and quote any expedite fee in the written scope before you accept it. There are no surprise rush charges applied after the fact.

10. Third-party licences

Where the work uses third-party typefaces, stock imagery or icons, we will tell you which licences apply and what you need to obtain for your intended use. Those assets are supplied under their own licence terms and the relevant licence is yours to hold. See section 9 of our terms of service.

11. File retention

We keep working files and final deliverables for 12 months after completion so we can re-issue them on request. After that they may be deleted from our systems. If you need us to retain them for longer, or to delete them sooner, tell us and we will confirm in writing.

12. Contact

Questions about delivery, or a file that has not arrived:

MKEYPRO ONLINE LLC
trading as MPro Online Service
1309 Coffeen Avenue STE 1200
Sheridan, Wyoming 82801
United States
Email: Support@mpronliceservice.com
Telephone: +1 307 527 0409
Support hours: Monday to Friday, 9:00–18:00 (UTC−7). Every message answered within one business day.