How Can We Help You?

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General Questions

Order Processing Questions

  • Do I need to do anything when a customer places an order?

    When one of your customers purchases an item you published using our app, the order is automatically channelled into our system. We print and manufacture your custom designed product according to your and your customer’s specifications. The item is then packed and posted directly to the customer – so you can sit back and relax! When it has been dispatched, the order status in your account will automatically update to Fulfilled.

  • Is there Explanations of Order Status?

    Pending (24h) This is a new order in your Shopify/ Woocommerce store and synchronized into PodEz. It has not been purchased or processed yet, you’re still able to check the order or cancel it directly in several hours before being processed to next status. Onhold (12h) The order has been automatically or manually charged successfully and processed by PodEz. In Production The order has been produced. Fulfilled The order has been shipped out, and you will get the tracking information. Cancelled The order has been cancelled manually by you.

  • How long does processing take?

    Typically 3-5 days to print and manufacture your order. Please NOTE: Production time is separate from shipping times.

  • How do I cancel an order?

    Get in touch with our support team ([email protected]) as soon as you know you want to cancel. You have 24 hours to cancel your order before it’s too late. We will cancel it and refund you, no questions asked within the first 24 hours. After that, all orders will be processed and shipped. Please note that cancelling an order will ONLY Work BEFORE we mark an order as in production. After we mark as in production, it will NOT override the status in our app, and the order will still process.

  • How do I edit an order?

    ONLY 24 hours to change or cancel an order. If changes need to be made to the order please contact our live support team and give them: Name and email on the order. Order number. The changes that need to be made. It is important that you act swiftly, however, because you ONLY HAVE 24 hours to change or cancel an order.

  • Why is my order status still pending?

    If an order has been processing for longer than 2 days, there might be a problem. Get in touch with our support team and we’ll look into what the issue could be. The usual suspects are: Billing problems. If you don’t have enough balance, your account will be temporarily placed on hold until the payment is successful. Please NOTE: we are not liable for losses due to delays caused by delinquent payments.

Shipping Questions

Delivered Questions

  • Can you resend/ refund if there's quality problem?

    Yes, PodEz guarantees to resend/ refund if there is damage and quality problem with our products. Meanwhile, PodEz will review replacement/refund requests only if (a) There is missing or broken product, or a print error if it is our fault. Note: There may be slight color difference and printing tolerance on a real product than the effect you see on the monitor, it may be caused by continuous print work of machines and other various factors which may influence the actual appearance of colors and printing position on the product. We’ll try our best to avoid it and guarantee the high printing accuracy! (b) PodEz receive a complaint within 30 days from the day the Product was delivered to the Customer (or within 30 days after the estimated delivery date, if the Product is missing).

  • What should I do if there's quality problem?

    First, you should ask your customers for a picture as proof and then ask if they would like a replacement sent. Once you have come to a resolution with your customer, please contact us and we can assist you with sending a replacement order.

  • Do you accept returns?

    Unfortunately, we are not able to accept returns for any reason. This is because our products are custom-made, print-on-demand items. Because of the way our apps work, there is an infinite number of designs that could be produced. As such, it would be impossible to sort, store and resell unwanted returns on behalf of all our partners.

App Questions

  • How do I download your app?

    Downloading the App is simple! All you need is a Shopify/ Woo account. It’s free to download and use, and we only start to charge you when you make sales.

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