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.
Q: What happened if the order arrives damaged?
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.
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.
Q: Why don’t all payments be balance when I use PayPal to top up?
It happens because PayPal charges a certain service fee from you. When you use PayPal to top up some money to your wallet on POPCUSTOMS, PayPal will deduct the service fee from the total you top up.
Q: How POPCUSTOMS charge to my synced orders?
For synced orders to our website, you can manually pay via PayPal, Payoneer, or Visa card. If you’d love to make your orders charged automatically from your credit card, check this tutorial.
Q: My package stuck at the customs, what should I do?
If a parcel is stuck at the destination customs for clearance, it is the customer’s responsibility to help with customs clearance.
Q: What can actually cause production delays?
Labor-intensive products typically are the first to slow down in the production process as they tend to take a longer time to produce (items that are cut/sewn).
Stock and raw material shortages for products can cause delays especially when a manufacturer is waiting on an incoming shipment or if there are any supply chain issues.
Orders with only a single item move through production much faster because they don’t get held up at the fulfillment station. Orders with multiple items may have to wait for other items to catch up before getting packaged which may cause additional delays.
Q: What’s the remote area surcharge means?
Shipping couriers charge an additional shipping fee for remote area addresses, this is called a remote area surcharge. The surcharge is usually more than $35. If your order’s address is remote area, we always ship your order via the Standard shipping method to avoid the expensive remote area surcharge. Under this condition, the shipping difference will be refunded to your Wallet.