Customer placed an order. Now they want to change it. How does that work?
If an order is on hold or pending it can be modified. Once it has been passed on to our production team no modifications are allowed.
How long does it take to deliver my order?
Production Time: 5-7 Days US, UK, CA, AUS Delivery Time Estimates: 10-25 Days (With Destination Tracking) All Other international countries can take up to 45 day to arrive due to customs.
I need help with an order. Who should I contact?
Print Trendz Support is second to none. You can always contact us on our website as well as via the contact us section in the app. We are happy to help you and respond to inquiries within 24 hours.
My customer has sent me two emails asking when their order will arrive - what do I do?
Sometimes customers can get impatient waiting for their orders. We've been there before. All of us. Normally the customer just wants to know someone cares and that their order is safe, secure, and going to be delivered as soon as possible. If more than 7 days has passed since the date of order on a US order or grown past the 10 day mark on an international order - and the tracking data is still not showing - contact us immediately.
How are tracking numbers issued for the orders?
Tracking numbers will be made available within the specified time frames below and will be automatically sent to customers via the email provided in their order. All in-stock items ordered will be processed and tracking numbers available and emailed to customer within 7-10 days after order processing.
It seems like my orders are taking a while to track internationally. Why is that?
Tracking orders for international orders will be uploaded within a 7 day period of the order being processed. It could take up to 10 days once processing has been completed before valid tracking could show. It is important to make sure your international customers are seeing the correct tracking information. They can track it here: http://www.17track.net/en It is necessary to state the wait times and policy in no uncertain times on your store's website so customers have the proper expectations set for them upfront in regards to wait times and tracking information.
Customer said they did not receive their order. They say it was 'Returned To Sender'. What do I do?
The seller must complete address verification. No guess work. If a package is returned - we will reship for a small fee. At the end of the day the customer is responsible for knowing where they can get their package or where they live. Under no circumstances will Print Trendz refund nor will we assume liability for orders returned do to incorrect address information. That includes and is not limited to incorrect addresses, or missed deliveries. Additional reshipment can be requested by sellers. In these cases the seller will have to bear the responsibility for any and all fees associated for these extra attempts at delivery to the customer. It should be noted that Print Trends will under no circumstances issue refunds, and/or credits to the sender. The turnaround time for any and all reshipment will be the same as regular orders and therefore cannot be expedited.
If my customers order is in correct or damaged - how do I handle that?
If for some reason an item is damaged or shippy with poor print quality, then you must send us a high-quality image of the print or damaged area. Print Trendz will replace any items that suffer from poor print quality or were damaged at no additional cost. Please note that if the result of the poor quality was related to the design the responsibility to replace the item will fall on said store owner. Print Trendz will not be responsible or held liable for items damaged during the shipping process. We will replace the damaged items if it is in relation to a production error or defect.
My customer never received their product. What do I do?
US, UK, CA, AUS orders that have not arrived within 30 days of order ships are eligible for free reshipment. Other international orders that have not arrived within 45 days of order processing are eligible for free reshipment.
My customer placed an order. Changed their mind. Wants to cancel. Now what do I do?
Once an order has been placed successfully it is sent to our production team. It cannot be canceled in any circumstances from that point forwad.
My customer says their shoe size is wrong. What do I do?
Our shoes are true to size and under no circumstance will a replacement be issued due to size. Please make sure to post a copy of the size chart on your site to insure your customer is aware of the size they are ordering.
My customers continue to wait for their tracking numbers. What's going on?
The maximum numbers of days are listed below. This is when tracking numbers will be provided to your customer after an order is processed. All in-stock products ordered: 7-10 days after order processing. If in the rare circumstance a customer has for some reason not received a tracking number and it the number of days listed in the chart for the product has passed after the order has been processed - then, the store owner can thereby request to have an order resent.
The customer has the tracking number. It's not showing anything. What's going on?
Tracking orders for US & international orders will be uploaded within a 7 day period of the order being processed. It could take up to 10 days once processing has been completed before valid tracking could show. It is important to make sure your international customers are seeing the correct tracking information. They can track it here: http://www.17track.net/en It is necessary to state the wait times and policy in no uncertain times on your store's website so customers have the proper expectations set for them upfront in regards to wait times and tracking information.
Could you tell me the suggested retail pricing on your products?
Please visit our Product Pricing & Specs page.
How do I explain shoe sizing to my customers?
Our product specifications page will answer all shoe width issues. If you have any additions questions you can reach out to our support team: firstname.lastname@example.org who can assist you further.
How are your shoes sized?
All of our shoes are in standard sizes. We do not currently offer any half sizes other than women’s 7.5. We also do not plan at this this time nor in the near future to offer other half sizes. Currently, we do not offer any wide sizes for shoes either. This is simply due to making sure we keep our production line running as smooth as possible. We want to keep pricing as low as possible while maximizing quality for all of our sellers.
Where are the products fulfilled and shipped from?
All of the products in our store are handcrafted, printed, and shipped from one of the most beautiful gems in Asia. The quality is superb, are shipping is expedited, and we have the best pricing available for our products on the market today.
Do we sell pillows or pillow covers?
Print Trendz offers fulfillment for pillow covers. It should be noted that the 'pillow insert' in not part of the order package. Pull covers will require a standard 18 x 18in (45 x 45cm) throw pillow insert. You can find find these at a department store or a linen shop in your local are. You can see more information on all our products in the Product Princing & Specs page.
Is your leather enviromentally safe or cruelty free?
We use high-grade 'green leather'. No, it's not all 'green' to the eye. It means in short it's not real leather it is a high grade synthetic material and the great news is no cows had to be slaughtered in order to make it. This we feel is a win-win going forward to help not only create a high-quality product but be environmentally friendly as well. You can see more information on all our products in the Product Specifications page.
What materials do you use to make pillow covers?
You can see more information on all our products in the Product Princing & Specs page.
Are the pillow covers washing machine safe?
Yes! Here is what we suggest you do. Start by gently rinsing the pillows with clean water and a mild detergent. Use the gentle cycle on your machine. You’ll want to avoid any type of clothing articles that could potentially damage your pillow. This includes zippers, hooks, and buttons. Keep the temperature below 140 degrees Fahrenheit. Avoid using bleach. Hang to dry out of direct sunlight. Shade is the best. You can see more information on all our products in the Product Princing & Specs page.
What is the fulfillment cost on your products?
You can check our Product Princing & Specs page to get a detailed pricing breakdown of all of our products.
Do you have a breakdown of shipping fees for both US and international orders?
Zero shipping fees. That's right zero. We've calculated it out and built in the price for each product in our catalog. US. & International. No 'gotchas' when it comes to pricing. We have the best pricing in the world and you don't have to pay shipping. You can visit our Product Princing & Specs page to get a detailed pricing breakdown of all of our products.
How does the sizing work for your products?
Yes, of course! We have full sizing charts along with product descriptions that we encourage you to use for each product in your store. You can check it out on our Product Princing & Specs page.
Do you offer dual or single side printing on the pillow covers?
Profit Trendz pillow covers print on one-side of the pillow cover. Your art will be one one side. The back side will be white linen or off-white. This is indeed a case where one side is indeed 'cooler than the other side of the pillow'. ;-)
What areas are 'safe to print' on the product?
The 'Safe Zone' templates provided by Print Trendz should be used to make sure your designs are not cut for manufacturing. Make sure you keep all the important features inside the safe zone.
The leather tote is deformed. What do I tell the customer?
Not to worry. This is normal. Just need some time to decompress. Once the bag is used daily it will return to it's natural shape. They should put their stuff in it, carry it around, and it will return to it's exquisite form in a few days. Or, they can fill it with news paper and let it stand in the corner. Although then it will feel lonely. Either approach works fabulously though.
How do I setup the Profit Trendz app?
Pease watch the getting started video which will show you exactly how to set up the Print Tren app.
If the app doesn't load. Times out. Gives me issues. What do I do?
First, try to clear the cache in your web browser. Then, try to reload the app. We highly suggest using Google Chrome as your primary browser when working with the Print Trendz App. If you've done this and still have challenges loading the app - contact the Print Trendz support team. We're happy to help you.
I'm getting credit card error. My billing address is international. What do I do?
It could be a simple error. If it is asking you for a 2-letter state code. Don't worry. Just enter it. Example: FL for Florida. If it continues to reject your credit card info. Make sure your zip code is 5 digits long. If less than 5, add zeros in front. It must be 5 digits. If you have done all these and you are still experienceing problems please contact us.
I need to upload my file art. What size and file format?
It is vitally important to make sure your art work resolution is 300 DPI. It must be in JPEG format. You want to make sure you use our safe zone templates that are provided in the app and product specs for each product. If there is any art that run outside of the 'safe-zone' risk being trimmed during the process of cutting and sewing your items.
What do I do if an order is considered 'High Risk'?
It's important to know that orders get flagged as 'Risky' normally when there is a credit card use with a billing address that does not match the shipping address. There could be other reasons as well that for whatever reason Shopify has put a 'Risky' flag on the order. This is an indicator that there is a much higher risk of fraud. It is your call on if you process and fulfill these orders. Go inside the Print Trendz App => Account Settings. Here you will have an option to 'Automatically Process Risky Orders'. The default is 'No' for your protection. Even if you change this to 'Yes'. 'Risky' orders will still require your manual review. Print Trendz will assume no responsibility for fraudulent orders that are processed. Do your own due diligence on the risky orders as you will be the one that will bear the risk on these orders. If you want more information on how to process these types of orders - check out the training area.
Can I upgrade fulfillment on an order to Express DHL?
Not currently. This is something we are looking into.
Can I pay for my order with PayPal?
NO the only method of payment excepted is Credit Card and in some case a Bank Wire
What colors are available with your products?
Print Trendz can print as many colors as you want. We can do complex images as well. You must make sure it's 300 DPI and in JPEG format.
I'm having issues with the app inside Shopify. Help me?
Try installing Firefox or Chrome. We suggest Chrome. If that doesn't fix it - contact us.
How do I create and upload a product to my store?
Watch our getting started video to get up to speed on the Profit Trendz app.
Do I have to use Shopify to use your app?
Yes, in fact we have even more features available if you use EZ Stores.
Order was placed in my Shopify store. I'm not seeing it in the app. What do I do?
It can take up to 15 minutes to sync up. After that if you don't see it contact us.
If an order shows as 'Pending' - when will it be finalized, processed, and fulfilled?
Need more details
If I cancel inside Shopify - does it cancel it inside the app?
If I change an order in Shopify - does it change it in the app?
Once the order is sent to our production team it cannot be changed or modified.
How do I understand the order status indicators?
Check out the details on our 'Order Status Indicators' Page.
How will the text be printed on the inside of the shoes?
At Print Trendz we want to make sure the only create the highest quality products for your customers. We use only left outside print for right inside of the shoe, and right outside for the left inside of the shoe. This quality standard remains the same for both high-top
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