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”.
Etsy has Seller Protection that covers unlimited lost packages each year. Under this condition, you can suggest your buyers file a complaint with Etsy. Etsy will help deal with it and respond with the tracking number to the buyer, showing you are not responsible and then actually refund the buyer and you keep your sales as well.
Please read the full details on the protection program.
Some requirements to qualify for the protection program,
1- The order must have been under $250 total, it must have been shipped and scanned in on time, and tracking details* must have been entered at the time the order was marked complete. You must also have your policies (returns, cancelations, etc) completely filled out. Additionally, your shop cannot be in violation of Etsy’s policies.
If the order totals $250 or more, you will need to rely on your own insurance to cover loss or damage.
2- Please take your buyer through the normal procedures for a missing package, such as a missing mail search. After the order appears truly lost, encourage your buyer to open a case for “item not received.” Let them know that this is something Etsy has in place so neither the buyer nor the seller has to be out of pocket for a lost package!
If your buyer wants a replacement instead of a refund, you still need to walk them through this procedure to get a refund from Etsy, then they can place a new order with your shop for the replacement.
Hope this makes sense. Any questions, please feel free to contact us to clarify.
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.
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
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.
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.
So far it is not allowed to modify the product information after submitting the order. If you need to correct product information like color, size, and so on, please contact us as soon as possible.
Under this condition, please kindly contact us at support@popcustoms.com and provide us
1- some photos of the damaged product;
2- some photos of the outside packing bag.
These photos are necessary for us to investigate and offer a proper solution.
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.
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.