2. Frequently Asked Questions

  • An order was undelivered and is being returned, can you reship it?

    When a package is returned to us we will reach out to you informing you of the return. If a package is returned to us for any of the reasons below, you would be responsible for the shipping costs: Incorrect or Incomplete Shipping Address provided when placing the order. Unclaimed package (the sh...
  • Are products covered under warranty?

    All Customized orders are under warranty for 10 days from the receipt of your customer (determined by tracking information).  The warranty covers product defects, damaged products and misprints. Any claims made after the 10 day period are up to the discretion of the Customized team. To submit a ...
  • Can I cancel an order?

    If the order has not been processed -> Go to the Orders tab and select to Cancel the order from the dropdown list of actions.  If the order contains multiple items, each item needs cancelled individually. If the order has already been processed -> Contact support@customized.app (mailto:sup...
  • Can I hide, edit or remove Bare products created by Customized?

    Bare products are essential to the app functioning properly.  Without these products enabled on your store your customers will not be able to successfully checkout. Don't edit product type or the URL handle as these values are critical for the app to function.  Other data, like description, cost...
  • Can I return or exchange items?

    Since items are customized and can't be restocked we are unable to accept returns or exchanges. If it was deemed a printing error or product defect, Customized will replace your item free of charge. Your return and refund policy is up to you and how you want to handle that with your customers. ...
  • Can I view or edit what my customers are designing?

    The designs section is where you can see what your customers are creating or have already ordered. These are the primary uses of this section. Reviewing Designs If you want to take a closer look at a customers design before you submit the order this is a great place to view and edit their design...
  • How do I do offline / manual orders?

    To create manual orders we recommend the following: Create a 100% multi-use discount code in your Shopify store.  Keep it in a safe place.  Use your Shopify store to place manual orders. Create the design and add to cart just like a normal customer would. When checking out use your customers shi...
  • How much is shipping?

    Domestic and International shipping rates can be found here (https://blog.customized.app/products/). All product shipments include tracking which is automatically sent back to your Shopify store and to your customer upon fulfillment.
  • What does the packaging look like?

    Everything shipped from Customized will come in an unbranded box or poly bag package. A packing slip is included with the order.  Customized will never include the pricing on the packing slip as we understand these products in many cases are gifts. The return address will be non-branded address...
  • What return address is printed on the shipping labels?

    All packaging has a non-branded return address of: Production Office 2167 Stringtown Road #111 Grove City, OH 43123 We have plans to offer white label return address in the near future. Keep in mind this address is only used for when mail is undeliverable. You should have your own policies and ...
  • Why doesn't my tracking number work?

    If a tracking number is showing as invalid it is most likely because it was shipped recently. We recommend allowing 24-48 hours before the tracking number is fully activated.