K u n a k i
Questions and Answers. / Contact us.

Our Customer Service email address is below.

Before you contact us, please check if your question is answered below.

Questions and answers are color-coded as follows:
 
       General information
        CD/DVD product configuration, design, and specifications.
        Ordering, paying, and shipping.
        Audio and music formats.
        Kunaki publishing software
        UPC bar code issues
 
 
 
   1.1  Can Kunaki send me more information?
   All our information is at http://Kunaki.com
 
   1.2  Can a Kunaki representative call me?
   We only offer email support.
 
   1.3  Can I call Kunaki?
   We only offer email support.
 
   1.4  Can Kunaki give me a price quote?
   We do not negotiate special prices or deals. We also don't use sales people. We are very much a self-service machine.

We have no setup fees, no minimums, and no hidden charges. Our prices are fully listed in http://kunaki.com.

For a CD and jewel case product the price includes CD, jewel case, tray card, 2-panel insert, cellophane wrapping, optional free UPC bar code, full color printing on disc, inserts, and tray card.

For a DVD and DVD case product the price includes DVD, DVD case, cover sheet, 1-panel insert, cellophane wrapping, optional free UPC bar code, full color printing on disc, cover sheet, and insert.
 
   1.5  What kind of volume discounts does Kunaki offer?
   We do not offer volume discounts.
 
   1.6  How much does Kunaki charge for shipping?
   Shipping charges depend on the quantity, destination and shipping option. To view shipping options go to http://Kunaki.com and click the Prices tab. Enter the quantity and destination and it will list all the shipping options and prices.
 
   1.7  Can Kunaki send me a sample?
   Yes. Click here http://kunaki.com/samples.asp and fill in your address. We will ship you a sample of a CD in ajewel-case and a DVD in a DVD-case. The samples are free. We also suggest you try our system with your own product. There is no cost, and it only takes a few minutes.

Go to http://kunaki.com. Click on the 'New Product/New Customer' tab and design your product (10 minutes); select your contents (1 minute) and then our system will upload your content and artwork to our facility. We ship you a free review copy so you can agree that our service offers the highest quality, lowest price, and fastest turn-around.

We have no minimums, no setup fees, and no hidden charges.

And, after you have judged our quality and service you can order your product to be manufactured and fulfilled,
 
   1.8  Do I have to be on a label to use the Kunaki service?
   No, anyone can publish. There are no restrictions or qualifications, and you donít need permission from anyone.
 
   1.9  How do I setup an account with Kunaki?
   You open an account when you created a product.

Go to http://Kunaki.com and then click the 'new publisher/product' tab and select the option that works best for you.
 
   1.10  Does Kunaki use labels?
   No, we use UV-cured inkjet that is waterproof and smudge proof. We offer free samples.

Many duplicators use cheap printing, packaging, and cellophane wrapping. However, we represent a revolution in disc manufacturing. Our printing, packaging, and cellophane wrapping quality is the best in the industry.
 
   1.11  Does Kunaki replicate (press) or duplicate discs?
   Kunaki duplicates discs. Duplication has made major strides over the last few years. Today mediocre duplication is superior to bad replication. And superior duplication is better than mediocre replication. Lastly, superior duplication is every bit as good as the best replication.
 
   1.12  When can I expect my payout check
   We mail out publisher checks to arrive on or around the 15th of each month for the previous month.
 
   1.13  How many free review copies can I receive?
   We only send out one free review copy ($1.00) per publisher. We do not send a free review copy for each new product you publish. We strongly suggest you order additional review copies before ordering a larger quantity.
 
   1.14  When will I receive my free review copy?
   Kunaki manufactures and mails (USPS First Class Mail) the free review copy within 24 hours of the order.
 
   1.15  Can Kunaki check my product to see if it is published correctly?
   No. You can order one unit of your product and check it yourself.
 
   1.16  How many products can I publish?
   You can create and publish as many products as you wish. However, products not purchased for a period of 180 days will be deleted automatically without warning.
 
   1.17  Where is Kunaki located?
   We are located in Brooklyn, New York
 
   1.18  Can I pick up my order from your facility?
   No.
 
   1.19  Will Kunaki automatically ship my free review copy once my product is uploaded?
   No, you need to request a free review copy. Login to your Kunaki account and click the configure link next to your product. On the next page click the green highlighted link 'request free review copy'.
 
   1.20  How is the free review copy shipped?
   The free review copy is shipped via USPS First Class Mail within the US and via Air Mail outside the US.
 
   1.21  Can I have my free review copy overnighted?
   No. You will have to order a single unit of your product ($1.00) and select UPS Next Day Air shipping.
 
   1.22  When will the proceeds from my retail sales be available be available to me
   Publisher payouts via paypal take place on the 15th of each subsequent month. If you selected to be paid with a check you can expect to receive the check around the 15th fo each subsequent month.
 
   1.23  Do you print manuals, books, flyers, T-shirts etc.?
   No.
 
   1.24  Can you include a thank-you letter/greeting with my order?
   No.
 
   1.25  How do I create a multi disc set with Kunaki?
   You will have to create several separate products. We can ship them together as one shipment in one shipping container. However, they will still be separate products that can be ordered separately.
 
   1.26  Do you publish ebooks and/or data CDs/DVDs?
   Yes.
 
   1.27  Can I publish a audio CD that contains a data files like pdf/jpg files in addition to the music?
   No. You will have to create another disc for the data files.
 
   1.28  Does Kunaki add copy protection to my product?
   No.
 
   1.29  If my master is copy protected will the copy protection transfer onto the copies manufactured by Kunaki?
   No.
 
   1.30  Can you reactivate my product after it has been deleted?
   No. You need to start over and create a new product from scratch.
 
   1.31  What is Kunaki's turnaround time? How soon can I get my products if I upload today?
   We need one business day to manufacture your order once it has been placed. Shipping duration depends on the shipping method you select. We strongly suggest you upload at least a week before you need the product to allow sufficient time for a review copy to be shipped. We strongly recommend you wait until you have received and tested your review copy before ordering a large quantity.
 

   2.1  Can I modify a product after it is published on your system?
   No. We do not offer editing capabilities. You can create a new product.
 
   2.2  Can I add a UPC bar code after my product is published?
   No, but you can create a new product with a UPC bar code. When you upload a configure your product you can select the option to include a bar code. By default this option is turned off
 
   2.3  Can the Kunaki-issued UPC bar code be placed in a different location?
   No. You can purchase your own bar code (search google for UPC bar code) and then embed it into your art work.
 
   2.4  Can I use my own bar code?
   Yes. If you have your own bar code you can embed it into your artwork. Make sure NOT to select the 'add bar code' option in Step 1 of the software.
 
   2.5  Is the Kunaki issued bar code unique to my product?
   Yes.
 
   2.6  Does Kunaki require that my product have a bar code?
   No.
 
   2.7  Does Kunaki issue ISBN bar codes?
   No.
 
   2.8  Does Kunaki manufacture double-sided CDs, dual-CDs, mini-CDs?
   No.
 
   2.9  Does Kunaki offer 4-panel (4 page) inserts or booklets?
   For jewel case products we only offer 2-panel (1 sheet - front and back) inserts. For DVD case products we only offer 1-panel inserts.
 
   2.10  Does Kunaki offer cases other than the standard jewel case and DVD case?
   No.
 
   2.11  Does Kunaki offer transparent tray jewel cases?
   No.
 
   2.12  Can I order CDs, DVDs without cases?
   Yes. You need to select the 'no case' option when uploading the product.
 
   2.13  Can I order CDs and DVDs without contents so I can write my own data on the discs?
   Yes. Please go to the 'disc-print-only' tab in our website.
 
   2.14  Can Kunaki place two or more discs in a case?
   No.
 
   2.15  Can Kunaki manufacture Blue-ray discs?
   No.
 
   2.16  Can Kunaki manufacture dual-layer DVDs?
   No.
 
   2.17  What are the dimensions and specifications for art work?
   Dimensions, resolutions, and specifications are listed in http://Kunaki.com/artwork.htm.
 
   2.18  How do we get text on the two spines in the jewel case?
   The two spines are part of the tray card (the two edges). See http://kunaki.com/artwork.htm for a diagram.
 
   2.19  What graphical (art-work) formats does the Kunaki accept?
   Our system accepts JPG/JPEG
 
   2.20  Can I use my existing art-work?
   Yes.
 
   2.21  Does your software accept Adobe Illustrator or PhotoShop formats?
   You can use any software to create your artwork but then render it to JPEG with 300 DPI.
 
   2.22  What is the maximum content size with DVDs?
   The maximum content size is 4.7 Gigabytes.
 
   2.23  What is the maximum content size with CDs?
   The maximum content size is 700 Megabytes or 80 minutes of audio.
 

   3.1  What shipping options do you offer?
   We offer various options depending on the quantity, and destination. These options include: USPS First Class Mail, USPS Air Mail, USPS Media Mail, USPS Priority Mail International, Economy Air, UPS Ground, UPS 2nd Day Air, and UPS Next Day Air Saver.
 
   3.2  Does Kunaki ship overseas?
   Yes, we ship overseas with USPS Air Mail, Economy Air, and USPS Priority Mail International
 
   3.3  What are the payment options?
   We accept Visa, MasterCard, American Express, and Discover. We do not accept PayPal, Money Orders, or checks.
 
   3.4  When can I expect my order to be manufactured and shipped?
   99 percent of all orders are manufactured and shipped within 24 hours.
90 percent of all orders are manufactured and shipped within 12 hours.
80 percent of all orders are manufactured and shipped within 4 hours.
 
   3.5  How do I cancel an order or change the shippng method?
   You cannot cancel an order or change the shipping method. Our system is highly automated and we are unable to cancel orders or change shipping methods.
 
   3.6  How do I return an order?
   We do not accept returns.
 
   3.7  What countries does Kunaki ship to?
   We ship to all countries with a reliable postal system. Please go to the prices tab in our website and check the drop down list of countries. That is the full list of countries we ship to.
 
   3.8  How much would it cost to ship my product? What about multiple titles?
    Please check the prices tab im our website. Enter your quantity and destination and click the green 'show invoice with shipping' button. You can mix titles in the same order.
 
   3.9  Can Kunaki use my company name and address as the return address when drop shipping to my customers?
   No. We use our shipping address.
 
   3.10  What happens to returned items?
   We do not accept returns. All returned items are discarded. We do not have the capacity to store them.
 
   3.11  How do I set up my shopping cart so orders are automatically forwarded to you.
   You can use our XML or HTTP interface. Please go to http://kunaki.com/xmlservice.htm or http://kunaki.com/httpservice.htm.
 
   3.12  Can Kunaki help me link my shopping cart with Kunaki's automatic fulfillment system?
   No, you need to do that yourself. If you have no programming experience you can google 'xml + Kunaki' for the names of service providers who can help.
 
   3.13  Does Kunaki recommend any particular shopping cart?
   No, we are not affiliated with any shopping cart and cannot recommend one.
 
   3.14  Can Kunaki keep my credit card information on file and charge me for fulfillment when customers order my product?
   No, we never store credit card information. You need to monitor your sales and fund your Kunaki account when necessary or you could prefund you Kunaki account so we manufacture and ship your orders immediately.
 
   3.15  How do I fund my Kunaki account?
   You need to log in to your account and click where it says: 'List, view and fund all pending XML, HTTP, mutiple-recipient, and paypal orders'. On the next page you will see payment options.
 
   3.16  How do I order my product and pay with paypal?
    You need to use our multiple-recipient order option, CSV list of recipients and addresses, XML/HTTP API.
 
   3.17  Why is your system asking for my credit card information when there are funds available in my Kunaki account?
    In order to use the funds in your Kunaki account you need to place the order using one of the multiple recipient order options even if you are shipping your product to a single address.
 
   3.18  How do I view my Kunaki account balance and account activity?
   Log in to your Kunaki account and click where it says: 'List, view and fund all pending XML, HTTP, multiple-recipient, and paypal orders'. On the next page you can see your account balance, the total amount due to manufacture/ship pending orders, and a complete accounting of credits and debits to your funding account.
 
   3.19  Why are my orders marked as 'pending'?
   Orders submitted via XML/HTTP script, CSV, multiple recipient list of names and addresses, or the paypal version of our 'Publish at no cost ot you' service will be marked as 'pending' until we receive payment.
 
   3.20  How do I cancel pending orders?
   You can log in to your account and click where it says: 'List, view and fund all pending XML, HTTP, mutiple-recipient, and paypal orders' and scroll down to the bottom of the next page. There is a list of all your pending orders. Click the cancel link next ot each order to cancel the order. Once your orders have been paid for, you can no longer cancel.
 
   3.21  Do you offer test mode for your XML/HTTP interface?
   No. However, if there are no funds in your account your orders will not go through. They will be marked as 'pending' and you will be able to cancel them.
 
   3.22  Can I add items to an existing order to save on shipping?
   No. Once an order has been placed we are not able to make any changes to it. You will have to order the additional items separately.
 
   3.23  My order shipped via Air Mail/Ecomomy Air. Why am I not able to track it?
   There is no tracking available for Air Mail and Economy Mail orders. The estimated shipping duration for Air Mail is about 14 BUSINESS days (Saturday and Sunadys don't count). For Ecomony Mail the estimated shipping duraion is 21 BUSINESS days.
 
   3.24  My order shipped via USPS and there is no tracking record of it.
   Tracking information will appear as soon as the USPS updates the status. Your order is in transit.
 
   3.25  My order shipped via USPS and the tracking information states that only electronic information has been received. Did the actual package ship or is it still in your possesion?
   Your package shipped on the date stated in your shipping confirmation email from Kunaki. It is in transit.
 
   3.26  My order shipped via USPS na dthe tracking information sates it was 'accepted/picked up' at a nearby post office. Why have I not received it yet.
   The USPS designation 'accepted/picked up' means you package was routed to that post office. It does not indicate delivery of the package. Your order is still in transit.
 
   3.27  When will my order ship?
   Orders are manufactured and shipped in the order they are received. The whole process is fully automated. and almost all orders are shipped within 24 hours.
 
   3.28  Why hasn't my order shipped?
   Please note that the estimate we give is an estimate, not a guarantee. On rare occassions, in the event of equipment breakdown, maintenance. manufacturing defects there may be delays.
 
   3.29  I paid for overnight shipping and did not receive my order on the following day.
   Overnight shipping or UPS Next Day Air is a designation meaning that your order will be in transit one business day starting with the ship date. It does not mean you will receive your item the day after you order. We still need one business day to manufacture and ship your order.
 
   3.30  I paid for second day shipping and didn't receive my order in two days.
   UPS 2nd Day Air is a designation meaning your order will be in transit for 2 business days strting with the ship date. It does not mean you will receive your order within 2 days of placing it. We still need one business day to manufacture.
 
   3.31  A customer ordered through your paypal sales page for my product and I received the payment but I don't see the order in the list of my recent orders.
   This is a very unusual issue and rarely occurs. However, sometimes the order details do not go through because there is no shipping address provided. On such occassions you need to contact the customer, obtain the shipping address and place the order using the multiple recipient order page.
 
   3.32  How do I access information regarding my product sales such as customer name, shipping address, email address, oredr date etc.?
   Log in to your account and click the 'Recent orders' button.
 
   3.33  Do you offer a CSV or XML list of all my orders for a certain product?
   Yes. Go to your product list. In the 'fulfillment records' column you can click on the download link to download a CSV or XML file containing that information.
 
   3.34  I am trying to place an order to be shipped to a military address and your system will not accept the address.
   You need to enter AP in the state field.
 
   3.35  I am trying to place an order to be shipped to CANADA and your system will not accept the province.
   You need to enter the postal abbreviation for the province, not the whole province name.
 
   3.36  How do I activate the Kunaki sales page for my product?
   Log in to your Kunaki account and click the configure link next to the product. Scroll down to the 'publish at no cost to you' section, select a retail price for your product and enable the service.
 
   3.37  How do I activate the 'Publish at no cost to you' service?
   Log in to your Kunaki account and click the configure link next to the product. Scroll down to the 'publish at no cost to you' section, select a retail price for your product and enable the service.
 
   3.38  How do I activate the 'Publish at no cost to you with paypal'?
   Log in to your Kunaki account and click the configure link next to the product. Scroll down to the 'publish at no cost to you with paypal' section, select a retail price for your product and enable the service.
 
   3.39  Will my product be added automatically to the Kunaki product gallery?
   No. That feature is optional. Even if you select that option only very few products are entered into the gallery.
 
   3.40  Can I customize the Kunaki sales page for my product?
   No. However you can develop your own sales page with our XML and HTTP API (application programming interface).
 
   3.41  Does Kunaki offer Saturday delivery?
   No.
 
   3.42  Does Kunaki ship on weekends?
   No.
 
   3.43  Can I change the order in which my products appear in my account and sales page?
   No.
 
   3.44  Can deleted products be removed from my product list?
   No.
 
   3.45  Is it possible to set up a reseller account (several reseller accounts) within my account where resellers could log in and order my product at wholesale price?
   No.
 
   3.46  Can I use my own UPS / Fedex account to ship my orders?
   No.
 
   3.47  How do I have Kunaki drop-ship to Amazon? Will Kunaki include their packing slip?
   We ship many orders to Amazon. Our publishers simply enter the address as they would ship their product to any customer and add their PO# in one of the address fields in the order form. We are not aware of any problems or returns due to the lack of a packing slip.
 
   3.48  How do I drop-ship to CD Baby?
   We ship many orders to CD Baby. Our publishers simply enter the address as they would ship their product to any customer and add their PO# in one of the address fields in the order form. We are not aware of any problems or returns due to the lack of a packing slip.
 
   3.49  How do I drop-ship to CD Baby?
   We ship many orders to CD Baby. Our publishers simply enter the address as they would ship their product to any customer and add their PO# in one of the address fields in the order form. Otherwise, We are not aware of any problems or returns due to the lack of a packing slip.
 
   3.50  Can I get an email when an order is received so I know when to fund my account?
   We do send such emails. However, if you use the paypal sales page, paypal will email you a message. And if you use our XML or HTTP interface you can program your own email alert system.
 

   4.1  How many tracks can my audio CD contain?
   You can have up to 99 tracks.
 
   4.2  Will Kunaki reimburse me if my product turns out to be defective?
   No. It is your responsibility to make sure your product is uploaded correctly. Kunaki bends over backwards to provide publishers with a free review copy of their first product, we even pay for the shipping. We also strongly recommed you order a single copy of all your products and wait until it arrives before ordering a larger quantity.
 
   4.3  My customer reports receiving a bad disc. I know it is not my master because I have ordered many copies of this product before. Why is this?
   Generally, manufacturing defects are rare. They will occur in less than one out of every 2,000 discs we manufacture. However, please bear in mind that we manufacture many thousands of units each day.
 
   4.4  How does Kinaki deal with multiregion DVDs?
   The DVDs we manufacture will carry the same region code as your original. We cannot convert from one region code to another. If you need your DVD in both PAL and NTSC formats you need to create two separate products and label them appropriatelly.
 
   4.5  The colours on my CD are not identical to the colours of my artwork / The colours of my artwork are slightly different from what I expected. Why is that?
   The disc printing and the paper printing are both done at 300 DPI. In general, the disc printing should be as good as the paper printing.
 
   4.6  Why is some of the text on my CD/DVD cover/insert cut off?
   We use a very accurate and advanced Japanese cutting technology. However, cutting is still not the most accurate of tasks. Therefore, we suggest you avoid placing text too close to the edges.
 
   4.7  Why was my product incorrectly assembled? Why did I receive the wrong product?
   These types of errors are relatively uncommon - but they do occur. In general, case inserts and discs, and address labels are linearly organized so they should match up. In reality, the match-ups can occasionaly become incorrect when maintenance, equipment break-downs, etc occur.
 
   4.8  Why does the Kunaki manufactured DVD plays on some DVD players and not on others?
   There are a number of possible causes: (a) Some very old dvd players will not play duplicated DVDs. They will only play replicated DVDs. (b) If your DVDs contain extra files, such as pdf files and text files, the dvd will not play on some players. (c) If your DVD does not contain a AUDIO_TS folder it will not play on some dvd players. (d) In some countries the video format is PAL and in others it is NTSC. (e) The total (combined video and audio) maximum bit rate should not exceed 6.5 megabits per second. (f) Some players have trouble with MPEG audio. Its best to use Dolby Digital (AC-3). (g) The disc should not contain more than 4.7 billion bytes.
 

   5.1  Do I need a Mac or PC to use your service?
   Our software is compatible with Windows, Apple, and Android systems.

All the artwork dimensions/specs are listed here.
 
   5.2  How do I add a new product to my existing publisher account?
   You click on the 'New Product' tab and use your existing email and password.
 
   5.3  Is it possible to upload the artwork for a project first and save my progress so I can go back to it later and add the content?
   No. You need to upload artwork and content at the same time.
 
   5.4  Is it possible to upload only the content for a project and add the artwork later?
   No. You need to upload artwork and content at the same time.
 
   5.5  Is it possible to work on several projects in the Kunaki publishing software simultaneously and save my progress?
   No.
 
   5.6  Is it possible to upload more than one products to the same account at the same time?
   Yes, but it is not faster than uploading one product at a time.
 
   5.7  How long does a typical upload take?
   The duration of the upload depends on many different factors such as size, connection speed etc. There is no standard upload time, however, it is not unusual for large products to upload for several hours.
 

   6.1  Does my product need a bar code?
   No. Bar codes are optional.
 
   6.2  Why does my product not have a bar code?
   Your product does not have a bar code because you did not select the option to create a bar code.
 
   6.3  How can I add a bar code to an existing product?
   You cannot do so. You can create a new product and make sure you select the option to add a UPC bar code
 
   6.4  Are the bar codes Kunaki issues valid and unique?
   Yes, they are valid and unique.
 
   6.5  If I create a new product can I get the same UPC bar code number that is on one of my previous products?
   No. Every new submitted product (even those with identical titles) will receive a different UPC code.
 
   6.6  Can I change the location of the UPC bar code?
   You cannot change the location if you use a Kunaki bar code. You can get your own bar code (search google) and then embed your bar code into your artwork.
 
   6.7  Can I use my own bar code?
   Yes. You will have to embed your bar code into your artwork. We will not generate it for you.
 
   6.8  Can I purchase a bar code from Kunaki?
   No. Our bar codes are free -- but can only be used for products manufactured by Kunaki.
 
   6.9  Can I use the bar code that Kunaki issued to me to use on a product that is not manufactured by kunaki?
   No.
 
   6.10  Are the Kunaki bar codes registered with SoundScan?
   No. You can do so.
 
   6.11  Can I get the Kunaki bar code without the statement 'Distributed by Kunaki LLC'?
   No. You can purchase your own bar code and then embed it into your artwork and thereby eliminate any reference to Kunaki.
 
   6.12  Is the Kunaki bar code acceptable to Amazon, and other retailers?
   Yes.
 
   6.13  Does Kunaki issue ISBN bar codes?
   No.
 
   6.14  Is the Kunaki bar code the same as an ISBN bar code?
   No. We offer UPC bar codes. ISBN bar codes are only for books.
 
   6.15  If i supply my own upc and isbn code for the proper spot on back, will I be able to use my own name and address as publisher and distributor?
   yes.
 
   6.16  If I create a set of CDs or DVDs to be sold as one set, can I get a UPC bar code for the whole set?
   No. Each product receives it's own bar code. However, you can purchase your own bar code (search google) and then do as you like.
 
   6.17  What is the size and position of the Kunaki-issued UPC bar code on a DVD case?
   The UPC bar code is 36.1 mm wide and 24.5 mm high. It is located 90 mm from left edge of dvd case and 2 mm from bottom.
 
   6.18  What is the size and position of the Kunaki-issued UPC bar code on a Jewel case?
   The UPC bar code is 36.1 mm wide and 24.5 mm high. On a jewel case it is located 90 mm from the top and 106 mm from the left (including the left spine).
 
   6.19  Is the Kunaki-issued bar code valid in all countries or just the USA?
   It is valid in all countries.
 
   6.20  What does UPC mean?
   It means universal product code.
 
   6.21  If I have a UPC number, can Kunaki generate a bar code for it?
   No.
 
   6.22  Does Kunaki print a bar code on the disc or only on the case?
   We never print a bar code on the disc.
 
   6.23  What are the dimensions of the Kunaki issued UPC bar codes and where is it positioned on the case inserts?
   The bar code is 36.1 mm wide and 24.5 mm high. On a jewel case it is located 90 mm from the top and 106 mm from the left (including the left spine). On the DVD case it is 90 mm from the left edge and 2 mm from the bottom.
 

If your question is not answered above please email us at: CustomerService@Kunaki.com