How do you compensate me for delays?
We offer a Delay Compensation Service to protect your interests in the event of order delays. Here’s how it works:
If your order isn't delivered within the promised order duration, you can request compensation. We will compensate 1% of the order amount for each day of delay, up to a maximum of 20% of the order amount. If an order takes more than 20 business days (Actual order duration minus Promised order duration) to arrive, you can choose to have it reshipped or receive a full refund. In addition, we will provide an extra 10% compensation of the order amount.
We promise to process all compensation requests and transfer the compensation amount to your POD wallet within 5 business days.
PODpartner’s promised order duration = turnaround time + maximum transit time.
The turnaround time for orders below 800 USD is estimated to be 3 business days. If your order totals 800 USD or more, we'll promptly contact you to confirm the production and shipping time. This is because larger orders may also entail destination country customs duties.
Maximum transit time
The maximum transit time may vary depending on the delivery destination and the selected shipping method. For specific transit time frames, you can refer to our Shipping page.
A merchant named Cody paid $100 on PODpartner for her store order from the U.S. and selected express shipping. In this case, our promised order duration is 3 business days (turnaround time) + 5 business days (maximum express transit time for the U.S.), totaling 8 business days. If Cody's American customer receives the order on the 10th business day after placing the order, which is 2 business days beyond the promised order duration, Cody can request a delay compensation of $2 (2% of the order amount).
Starting from 12 a.m.(ET) on October 1st, 2023, this compensation policy will apply to all orders placed thereafter.
What if there is a shift in the position of my printed design?
During the direct-to-garment (DTG) printing process, there is a possibility of placement errors, which can result in a slight shift in the print position.
Placement errors typically occur for two reasons:
- Garment movement: During the printing process, the garment may shift slightly, causing the design to become misaligned. This can happen due to a variety of reasons such as the type of fabric, the garment's thickness, or the tension of the printing pallet.
- Material stretching or shifting: Depending on the material of the product, it may stretch or shift slightly during the printing process, leading to slight variations in the final print placement.
PODpartner maintains a placement error limit of 1cm. This means that if your printed design has a shift of 1cm or less from the intended position, it will not be considered a quality issue and is not eligible for a refund. We do our best to minimize the possibility of placement errors, but it's important to keep in mind that small shifts within this limit are a normal part of the DTG printing process.
Why do some garments have inconsistent fabric color?
Some of our products are pre-faded for an aged or distressed look, which is achieved through various processes such as stone wash, marble wash, and snow wash. These processes involve the use of mechanical abrasion to break down the fibers of the fabric, causing the color to fade and create a bleached, and even slightly worn-out appearance.
Unlike garments made from mass-colored fabrics, our garments are carefully washed and dyed in small batches. Therefore, even with the same dyeing process, there could still be minor variations in the garment's final color due to the intricacies of the process. Within the industry, these variations are often called "dyelot chromatism."
We strive to minimize disparities and ensure that the garments fall within the same color range, although slight variations in color depth may still occur.
Typically, 80% of our small-batch dyed garments have consistent colors with a color fastness rate of 2 or 3, which are within the standard range.
The inconsistencies in the fabric color of pre-faded garments are an inherent aspect of the small-batch dying process. They can also give the garment a unique and individualized character.
How long do I have to wait for a refund?
If you request a refund when your order status shows "Paid", the request will be immediately approved by PODpartner. The refund will be sent back to the original payment method used to make the initial purchase. It typically takes a few seconds to complete the refund for payments originally made with POD Wallet. As for Paypal payments, the processing time could vary depending on Paypal's refund policy.
If the order status is other than "Paid", you have to contact our customer service for a refund. We will respond to your request in 24 hours.
How do I contact the PODpartner support team?
You can start a live chat via our website chat bubble or send us an email at firstname.lastname@example.org. We will get back to you within 24 hours on weekdays.
What if the delivery address was wrong?
To correct the delivery address of a paid order, please contact our customer service ASAP.
What if my customer is not happy with the product they receive?
If your customer is unsatisfied with the product, please get in touch with our customer service. After receiving information such as the order ID, relevant photos, and the reason why your customer is upset, we will open a support ticket and help you resolve the problem as soon as possible. Note that we will only issue a refund if the product is damaged or defective.
How can I check the progress of a refund?
Go to Dashboard > Orders > Find the order for which you requested a refund > view the order's current status.
If the order status is "Refunded", the funds have been returned to the original payment method used to make the initial purchase; otherwise, your refund request is still under review.
You can also view your order status in your transaction history. Here’s how to check your transaction history:
1. Go to Dashboard > Billing > Transaction Record;
2. Click on "Order Details" to view the transaction information of all your orders;
3. Click on "Wallet Details" to view the transaction records of your POD Wallet;
What’s the time limit for a refund request?
If you want to request a refund, please contact our customer service within 15 days of your order status becoming "Completed". To ensure a fast refund process, please provide the order ID and images associated with the product issue.
What if the product delivered is a wrong item/damaged/has quality issues?
If you receive the wrong product or a damaged/defective product, please get in touch with our customer service as soon as possible and provide your order ID number as well as clear pictures/videos of the issue. After verification, our customer service team will apply the appropriate after-sales policy depending on the damaged/defective situation.