Our all T-shirts are white. For the quilt bed/duvet, the underbase color can be beige or black, it depends on the design color you use. If the design color tends to be light, we will use beige underbase, if the design color tends to be deep, we will use black underbase.
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Q: How do I modify the address after an order was submitted?
It is possible to modify the address if the package is not shipped out yet, please contact us at business@popcustoms.com if needed.
If the order has been shipped out, POPCUSTOMS will not cover parcels that are undelivered due to a wrong address being provided because you are responsible for ensuring the recipient’s address is correct.
Q: Do you ship to PO boxes/Army bases with Express Delivery?
Please note our Express courier companies can NOT ship to PO Boxes or Army Bases, but the Standard shipping method can ship.
Q: How to import orders manually to POPCUSTOMS?
If you want to use an E-commerce platform that currently doesn’t integrate with POPCUSTOMS, or if you sell products in person and want to place orders for your customers manually, you can use a CSV file to import orders to POPCUSTOMS for production.
Step 1: Create a custom store
Step 2: Download the order template
Step 3: Fill in the order information
Step 4: Import to POPCUSTOMS
Step 5: Make payment
Please follow the steps below to import your orders to POPCUSTOMS.
Step 1: Create a custom store
To import orders to POPCUSTOMS manually, create a custom store. Name the store and click the confirm button to save it.
Step 2: Download the order template
Click Orders to download our order template.
Step 3: Fill in the order information
Fill in the product and shipping information as requested.
Note: Different products or the same products with different sizes have different SKUs, you can find the SKU by clicking My Designs and choosing the product of your order, rolling down to see the attributes.
Step 4: Import to POPCUSTOMS
Import the order file to POPCUSTOMS so we can produce and ship to your customers. Click Import Orders and choose Regular Orders. You should choose the platform, store and shipping methods of your order, import the file and click confirm.
Note: If all orders‘ shipping method is Standard or Express, you can choose Standard or Express in this step; If the shipping methods are mixed, you should choose the Manually option to change the shipping method for every order later.
Step 5: Make payment
Then you will see your order has been imported to POPCUSTOMS. Change or confirm the shipping method of your orders here. Finally, click Submit Order to pay.
That’s it!
Q: How can I delete my POPCUSTOMS account?
We’re sorry to hear that you have decided to delete your POPCUSTOMS account. It’s worth mentioning that the free POPCUSTOMS account does not cost anything, so you may consider keeping it if you think you might change your mind at a later point. If you are sure to delete it, please send an email to support@popcustoms.com, our support team will do it for you.
Please note that deleting your account is irreversible, and you will not be able to access the data afterward. You will still be responsible for any pending orders and charges so please kindly ensure you’ve completed the following steps before deleting your account:
★ Unsubscribe from the POPCUSTOMS events blogs
★ Withdraw any remaining account balance
Q: Can I continue to use platform functions after my membership expires?
If the membership expires and you didn’t renew it in time, the service with the corresponding permission will be stopped, but the basic functions can be used as normal.
Q: How can I check the status of an order?
You are able to check the status of your order on your Dashboard page, for example, Pending, Unpaid, In Producing, Partial Shipment, Completed, and Canceled.
Q: What happens if the tracking states that the package was delivered but the customer didn’t receive it actually?
In this case, all claims must be submitted no matter than 20 days after delivery so we can investigate what happened. If the courier company confirms the parcel was delivered to the correct address, POPCUSTOMS can not offer any type of compensation for this order.
At the same time, recipients should reach out to the courier and inquire if any additional details were left by the delivery person, for example, the package is “left under table on back porch”.
Q: If I delete my POPCUSTOMS account, can the invited sub-accounts be used normally?
Yes, the sub-accounts can be used normally under this condition. The main account invites sub-accounts to enter POPCUSTOMS and enjoys the operation rights under the management of the main account assignment, but their service rights to the website are independent.
Q: Why does my product looks different from the mockup?
Even though our mockups are highly realistic, it’s important to remember that mockups are digital renderings of files, and are not guarantees of final products.
Each of our customers may use different printing equipment and different arts format, which can result in minor discrepancies in the color outcome. We encourage you to order some samples first.
Note: In order to ensure that the printed outcome matches the mockup preview as closely as possible, we have prepared the following list of things to watch out for.
Color
The design contains colors outside the available color range and bright colors can be 95% successfully printed. But if your design contains very vivid colors, such as neon or similar colors, be aware that it won’t be possible to achieve this outcome when printing.
Thread and sewing
It is not recommended to place important elements on the collar or cuff area, as well as use wrap-around designs in the seam or zipper area. It is not possible to guarantee that the final outcome will match the preview in such cases.
Embroidery products
The embroidery design contains colors that do not match the 16 available colors
We strongly recommend using only the 16 available thread colors in your embroidery design files. It will ensure that the product mockup image is as close to real life as possible.
For more details please check the guide: Disclaimers of embroidery