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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

Q: What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.

We may ask for your help in the investigation. It would also be good to advise your customer to get in touch with their local post office to try locating the lost order. Keep in mind that if tracking information states an order was delivered but your customer thinks they haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.

Q: What about a wrong product style, color, or size was received?

When it happens, you can contact POPCUSTOMS at support@popcustoms.com, provide your order number and attach a photo of the item you received. Once you contacted POPCUSTOMS to submit your request, POPCUSTOMS will get back to you shortly.

Please note: All colors are subject to actual products. POPCUSTOMS may not be able to avoid a little COLOR DIFFERENCE caused when printing.

Q: Why does my product has a smell?

Products can sometimes have a slight, distinct odor, which is a by-product of the printing process.

Please rest assured, this is not something that you should worry about – this is a normal phenomenon in the printing industry. We usually put sachets inside to remove the smell, but the items are closed in the box during transportation, so the smell appears again. Please put your product in the air after receiving it, the smell will disappear.

Q: How to pay my orders?

There are three payment methods:

① Pay with Paypal or Payoneer after placing an order. (Please be aware that the Paypal handling fee is not included in the cumulative amount of consumption for discount orders. Please check discount details: Monthly Discount)

② Pay for Visa card/Bank Transaction. (Total fees remaining money can be used as a cumulative amount of consumption for discount orders.)

③ Wallet. You can top up some money to your POPCUSTOMS Wallet and use the balance to pay for your orders. 

Q: Who should pay the customs fees?

As to the customs fee payment issue, the recipient should take responsibility to pay it. For some shipped orders to some countries, for example, South Africa, If the recipient refuses to pay the customs fee, the destination customs will charge it to the shipper no matter whether the package is destroyed or abandoned. Under this condition, we’ll charge it from you, please kindly noted.