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 to request ...

• 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 long does it take to ship and deliver?

  We produce your item(s) within 1-4 business days of you approving the order from the Customized app. Transit times vary based on location of your customer and the item being shipped. In general, USA shipments have 1-5 days of transit times.  International transit times are 5-15 days. All order...

• How much is shipping?

  Domestic and International shipping rates can be found inside the app on the Products page. Shipping is flat rate for domestic/international for each product. 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 aren't tracking numbers updating on orders?

  To make sure your tracking numbers post to your orders correctly, ensure that you are not automatically fulfilling the order's line items. To do this go to your Shopify admin checkout settings (/admin/settings/checkout) Under Order processing section go to the "After an order has been paid" are...

• 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.