Question 1

What is the difference between virtual, hybrid, and in-person events?

Accepted Answer

Virtual events are conducted entirely online on Zoom, where all participants and activities join in the same shared session.

Hybrid events combine in-person and virtual elements, allowing some participants to join together on-site while others participate remotely. KraftyLab's host joins remotely on Zoom. All or some participants may be in person.

In-person events are held at a physical location where all participants gather together to take part in the activities. KraftyLab can come to your office, or we can help find a venue. At this time, we do not have a brick and mortar location.

Question 2

What platform do you use for virtual experiences?

Accepted Answer

We currently host virtual experiences on Zoom. It gives our hosts the breakout rooms, screen sharing, and facilitation controls needed to run the session smoothly. If your team has any Zoom-specific requirements, let us know before the event and we can confirm setup details with you.

Question 3

Do you ship internationally?

Accepted Answer

Yes, international shipping is available for most event kits. It is requested that international addresses be provided 3-4 weeks before the event. Some countries have restrictions on items like alcohol, essential oils, or soil.

For countries with shipping restrictions, there is an option to source materials locally for an extra fee, or a list of materials can be provided for participants to source themselves.

Please contact us for more details on shipping restrictions to specific countries, and we'll be happy to find a solution!

Question 4

Can you accommodate custom requests or specific themes?

Accepted Answer

Absolutely! We specialize in creating customized experiences that align with your unique needs and goals. Whether you're looking to incorporate your company branding, develop custom content, or explore a specific theme for your event, we're here to bring your vision to life.

If you have a particular event idea in mind, we can even do the research and tailor the experience to fit your objectives. This can vary from designing specialized activities to creating a fully branded experience, we're dedicated to delivering something unique and memorable.

Please note that customization requires at least 4 weeks prior to the event to ensure we have ample time to design and prepare. Simply reach out to us with your needs, and we'll work with you every step of the way to create a one-of-a-kind experience.

Question 5

I'm not sure exactly how many attendees I'll have. Can we book based on an estimate?

Accepted Answer

Yes! We understand that attendance numbers can fluctuate, and we offer flexible options to accommodate that:

For experiences with kits: We have an open sign-up process. You can book the event based on an estimated headcount, and we will invoice based on the final headcount once the sign-up period is complete. This allows flexibility as you confirm the exact number of participants. As a standard, we do prepare for a 20% buffer, so if you end up having more interest than initially expected, just give us a heads up so that our Fulfillment Team can adjust accordingly.

For experiences without kits: We ask that you provide your best estimate of attendees. We will bill based on the estimate at first, and if needed, send a follow-up invoice after the event to adjust for the actual number of participants. For larger groups, we may assign an additional tech assistant (in addition to the host) to ensure everything runs smoothly, particularly for virtual events. This helps the instructor prepare and ensures that the event fits your team's goals and needs.

Once your final headcount is confirmed, we will adjust the invoice as needed.

Question 6

Can we record a virtual event for later use?

Accepted Answer

Yes, you can record your virtual event! Just make a note of this on the booking form or mention it to your event coordinator. For your convenience, recordings will be kept in our cloud for 7-14 days after the event, after which they will be deleted for security purposes.

We kindly ask that all recordings are shared internally only and not published on public video sharing platforms. Additionally, there are a few experiences that contain proprietary content which cannot be recorded. This includes activities like live virtual tours and certain entertainment experiences, where the content is exclusive and intended for live use only.

Question 7

What is your cancellation and rescheduling policy?

Accepted Answer

Rescheduling: You can reschedule your event without penalty up to 24 hours before the event. We understand that plans can change, and we'll work with you to find a new date and time.

Rescheduling Within 24 Hours: If you need to reschedule within 24 hours of the event, a flat event fee will be charged as a penalty. This ensures that we fairly compensate our hosts for the time, resources, and effort they dedicate to your event.

Cancellations: If you need to fully cancel your event, please notify us at least 72 hours in advance. Cancellations made within 72 hours will not be refunded, as we rely on this notice to manage event schedules effectively. Any shipped and received materials cannot be refunded.

Question 8

What is your refund policy?

Accepted Answer

Event Fees: Once an event fee is paid, it is non-refundable unless KraftyLab confirms a refund or reschedule is appropriate for the situation.

Kits: Event kits are non-refundable once received. If a kit is damaged or lost during shipping, KraftyLab will replace the kit at no additional charge. If the kit is damaged due to participant negligence (e.g., leaving food-based items outdoors for an extended period), the client is responsible for the cost of replacement. If the participant provides an incorrect address and the kit needs to be re-routed or cannot be delivered, the client is responsible for the cost of replacement or the re-routing fee.

Compromised Events: If your event is compromised due to technical issues, low quality event delivery, or other unforeseen circumstances, KraftyLab will take immediate action to resolve the issue. This may include rescheduling the event, offering a replacement experience, or providing a full refund if necessary, at no additional cost to you. We are committed to ensuring your satisfaction and will work with you to make things right if the experience does not meet your expectations.

Question 9

When will I receive my invoice, and what payment methods do you accept?

Accepted Answer

For kit-based events, the final invoice is sent after the final headcount and participant locations are confirmed, and it is due before shipping. For non-kit events, the invoice is generated when the event manager is introduced and is due 7 days before the event. Invoices are sent via QuickBooks and can be paid by credit card in USD. We also accept ACH, check, or wire transfer if a Purchase Order is required.

Question 10

How far in advance should I book an event?

Accepted Answer

For events with kits: The minimum lead time is 16 days. We require that addresses are submitted at least 14 days prior to the event. To ensure you have enough time for all participants to provide their addresses (especially if some are out of the office or slow to respond), we recommend giving your team an additional week to submit their information.
- Shipping timeline: Kits are typically expected to arrive at least 3 days prior to the event, and sometimes even earlier. This ensures that if there are any issues with the kits or shipping, we have plenty of time to resolve them before the event.
- International shipping: For international addresses, we require 3-4 weeks of lead time to account for customs and delivery.
- Expedited shipping: If you need a quicker turnaround, we can accommodate this, but please note that expedited shipping fees may apply for kit-based activities.

For events without kits: The minimum lead time is 7 days. For these events, we only need to confirm host availability and finalize event details.

There is no restriction on how far in advance you can book (some of our clients book events a year in advance)! If you need to book on short notice, just reach out and we will do our best to accommodate your timeline.

Question 11

Can I connect Claude or another AI assistant to KraftyLab?

Accepted Answer

Yes. You can connect an AI assistant so it can answer questions about your KraftyLab events, activities, and team insights without you digging through the portal first.

To connect: open your assistant's connector or integration settings, add a new connector, and paste this address:

https://www.kraftylab.com/api/mcp

The same address is in your KraftyLab profile under AI assistants, ready to copy.

You will be sent to KraftyLab to sign in and approve the connection. On that screen you choose which of your workspaces the assistant may read — a single team, several, or everything you have access to. Approve it and the assistant is connected.

If your assistant cannot open a browser window — Claude Code, an IDE agent, a script — use a token instead. Open your KraftyLab profile, go to AI assistants, and choose Create a token. Name it and copy it right away, because that screen is the only place it is ever shown. Your tool sends it as a header, Authorization: Bearer followed by the token, alongside the same address. A token reads every workspace you can reach, including ones you join later, and it lasts a year unless you disconnect it sooner.

What it can do: read your events and their details, look up activities in your organization's catalog, see who is on your teams, read post-event reports and team analytics, check a team's monthly budget, read your own KraftyLab notifications, and read survey results plus the activity suggestions we build from them if your organization uses surveys.

What it cannot do: change anything. The connection is read-only, so an assistant cannot book, reschedule, cancel, invite anyone, or edit a single field. It also cannot see participant lists, shipping addresses, invoices, or payment details, and it never sees more than you can see yourself in the portal. If your access changes, the assistant's access changes with it on its very next question.

Things to ask once it is connected: what events does my team have coming up, how much of our monthly budget is left, or what did people say in the survey after our last event.

To share different workspaces: connect the assistant to KraftyLab again from your app and tick the workspaces you want on the approval screen. Your new choice replaces the old one on the same connection, so keep the workspaces it already reads ticked and there is nothing to disconnect first.

To disconnect: open your KraftyLab profile, find the connection under AI assistants, and remove it. Access stops immediately, and you can connect again whenever you like.

Frequently asked questions