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Return and Refund Policy

( Refund and exchange claims will only be accepted within 15 days after the customer receives an order)

Email: report@popcustoms.com
 Poor Quality or Damaged:

 

If you or your customer recieve a product that is damaged, defective or of poor quality. Email us for explaining the issue and send a photo of the the issue.

Note:We are not responsible for items damaged in shipping.For example, a shoes box is damaged in shipping.

 Replace or Full Refund
Wrong Product Shipped:

 

If you or your customer received the wrong product product in their order.Email us your order number, a photo of what was ordered and a photo of the product that was recieved. 

 Replace or Full Refund
Missing Items:

 

If there are missing items in an order please email us your order number and the missing items number from the order. 

 Resent or Refund the missing item
Design Issue:

 

If the printed design differs substantially from the artwork , pls email us a photo showing the issue.

Note:We are not responsible for design specifications not being met, pls learn more about design specifications here (link）before designing.

 Replace or Full Refund
Sizing Issues:

 

In the rare event that a customer is unhappy with the fit of their shoes or their clothing, We offer one-time free size exchange for shoes and clothing to keep your customer happy. 

Free Exchanges will only be allowed ONCE per shoes or clothing order and the customer needs to request a size change within 7 days after signing for the order. If not, all costs must be covered by sellers.

In order for a free exchange to be processed, sellers must provide the following information: reason the products didn’t fit (i.e. too small, too big, too narrow), the new size requested by the customer, customer name, order number, and store name.

Size exchange requests that differ by more than 2 sizes from the original size ordered will be considered a customer-input error and will not be eligible for POPCUSTOMS

To reduce the risk of sizing issues, we have provided accurate sizing charts on each of our product specifications pages for your customers reference.

In the event that your customer is unhappy with their size and it is not one of the products eligible for a free sizing exchange request, it is your responsibility to find a solution with your customer.

Note:This policy supports dropshipping and add to cart orders and will not be applied to bulk orders. We only provide free size changes for shoes and clothing

 Exchange Only
Order seized by customs due to copyright and trademark claims

 

Monetary Losses arising from orders seized by customs due to copyright and trademark claims are the responsibility of the seller. POPCUSTOMS is not liable for losses related to the seizure of goods by international customs regulations.

By uploading or saving a design in the POPCUSTOMS you agree that:

You hold the rights to commercially reproduce this design.
You also release POPCUSTOMS from any claims made as a result of any property right infringement.
You understand that infringement of property rights is illegal. If you have any doubt as to the legal ownership of a design you should check with the rightful owner that you are able to use the design before uploading.
You understand that POPCUSTOMS acts under your instructions and are not obligated in any way to check or confirm the legal use of reproducing any designs.
You agree to indemnify and defend POPCUSTOMS for any claims made as a result of alleged infringements including copyrights, trademarks, rights of publicity, or other intellectual property claims, including any payments for damages sustained by a claimant and attorneys’ fees incurred by you to defend against any claims made.

 Reject
Design Uploads

 

POPCUSTOMS is not liable for printing or delivery delays related to complications arising from flawed designs being uploaded by store owners. POPCUSTOMS is not liable for any monetary loss or damages arising from the inability to produce or ship infringing content

 Reject

FAQ

Q: How to return my order to POPCUSTOMS?

>> Please contact us at report@popcustoms.com for RTS issues of your orders.

 

 

 

Q: How to sync products to my store?

If you want to sync our products to your store with one click, please follow the steps below to make it.

Step 1: Connect your store

Step 2: Design products

Step 3: Sync products to your store

 

Step 1: Connect your store

You should have a store on Shopify/ Etsy/ BigCommerce or Woocommerce first, then connect your store to POPCUSTOMS. 

*You can see the store integration tutorial here https://popcustoms.com/footer/how-it-works

Step 2: Design products

Select a product from our product page to design and save it.

Step 3: Sync products to your store

Go to My Designs to select designs, use Sync to Stores button to publish products, or click the Publish button to sync it.

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Note: If you have set many collections in your Shopify store admin but can’t find them here when syncing products, please check the collection type you set, it must be Automated type. Under this condition, please change the collection type to Manual then we can grab the collections data from your Shopify.

Q: How to deal with Your Etsy personalization order in POPCUSTOMS?

This video will guide you through how to process an order received from your Etsy store and submit it to POPCUSTOMS for production.

On Etsy, you can help your customer personalize items by turning on Personalization from the listing page.

In our last Product Syncing video (How to sync POD products to your Etsy store in POPCUSTOMS), we uploaded a L zipper purse to the Etsy store.

Now, let’s log in, click “Dashboard” – “Orders” – and “On hold”, you can see all the new orders you have received.

This is a personalization order and the customer would like to add the text “test” to the designed purse. 

Let’s click “Detail” to see all the information about this order. 

Then, click “Redesign” to modify it. If your customer wants to not only add text like a name, but also sent you a picture, you can unload here to make changes. 

Click “Update” when you are satisfied with the new mockup. 

Click “Confirm” if the attributes are correct. 

Click “Modify address”, here you can choose the shipping method.   

Click “Confirm” – “Back” to submit the order.  

You will find the submitted order in the “Unpaid”, click “Pay Order” to choose payment methods from Paypal, Stripe and Wallet. 

That’s it! This order will be submitted to POPCUSTOMS production system. Once shipped, you will be able to copy the tracking number on “Orders”. The tracking number will be synced to your Etsy store as well.

Q: What is VAT?

What is VAT?

The Value Added Tax, or VAT, in the European Union is a general, broadly based consumption tax assessed on the value added to goods and services. It applies more or less to all goods and services that are bought and sold for use or consumption in the European Union.

As VAT is a consumption tax, in principle, it is borne ultimately by the final consumer. It means if you are registered as a VAT payer, you may be required to charge VAT on the items sold in European Union’s member countries.

And VAT is a general tax that applies to all commercial activities(eg. production, distribution, sale) for goods and services, which is different from the US Sales Tax.

According to VAT rules, POPCUSTOMS will charge on orders that ship to a customer in one of the EU member states based on the shipping address. However, if you are registered as a VAT payer, you are able to reclaim VAT used for your taxable supplies by including POPCUSTOMS VAT invoice during VAT declaration.

Check more about VAT https://ec.europa.eu/taxation_customs/what-vat_en

How is VAT calculated and charged?

When you place an order or the order is synced from your store, the VAT will be automatically calculated with Ship-to country VAT rate.

Given POPCUSTOMS fulfills orders in China, all orders will be shipped from China. The VAT rate applied is the ship-to-country VAT rate and can range between 15% to 27%.

Check the EU countries’ standard VAT rates https://europa.eu/youreurope/business/taxation/vat/vat-rules-rates/index_en.htm#shortcut-6

If you’re selling on an online marketplace such as Etsy, the marketplace will collect VAT from the end-customer, and we’ll collect it from you as a store owner. It’s because they’re treated as two separate transactions—first, we sell you a product, and the transaction is between us. Then your customer buys the product from your online store, and the transaction happens between them and your store.

As VAT is placed on each stage of the supply chain (eg. production, distribution, sale), all services need to be applied with VAT. However, the shipping service is a little complicated in POPCUSTOMS. So we only calculate VAT based on the product price currently.

If you’re selling on an online marketplace such as Etsy, the marketplace will collect VAT from the end-customer, and we’ll collect it from you as a store owner. It’s because they’re treated as two separate transactions—first, we sell you a product, and the transaction is between us. Then your customer buys the product from your online store, and the transaction happens between them and your store.

Q: What is Coupon?

Generally, coupons is a piece of paper that can be used to get something without paying for it, or at a reduced price. Our coupons can be used to buy products on POPCUSTOMS at a less price or to get a free sample.