What is your return & refund policy?
All products are uniquely made to order at PODpartner. Therefore, we do not support returns or exchanges if you/your customer ordered the wrong size/color, or provided incorrect shipping details. You are responsible for capturing the correct information from your customers.
However, there are a few circumstances where you can ask for a refund. How we handle your refund request is determined by your order status.
If your order has yet to be sent to production, we will issue a full refund immediately.
When your order status is "In Production", "Production completed", or "Qualified", we will deduct the cost of the products and refund you the rest of the amount.
After your order is shipped out, we do not accept refunds unless you receive a defective or wrong item.
In case of a defective or wrong item, please contact our customer service within 30 days of delivery (before your order status turns "Complete") and provide your order ID number as well as clear pictures/videos of the issue to our official email address service@podpartner.com. After verification, our customer service team will apply the appropriate after-sales policy depending on the damaged/defective situation.
Before production, you may directly cancel an order on the Order Details page. Once production begins, you can ask for a refund by clicking on “Contact us” on the Order Details page. Or, go to the bottom of our homepage and hit the Messenger/Whatsapp buttons in the “Contact us” section.
How will our hang tags be placed?
Our hang tags are not directly attached to the clothes but are placed beside them. Alternatively, the tags are placed in the packaging bag along with the clothes.
How do I link a custom packaging bag or hang tag to a product?
After creating a branded packaging bag or hang tag, you can either link them to a particular product template or an integrated online store.
Head to Dashboard > Branding > Packaging bag/Hang tag > Manage.
If you choose “Link to product template(s)” in the pop-up window, any orders using this template will automatically include the linked packaging materials.
If you click “Link to store(s)”, all the products published in this store will be automatically linked to the packaging materials.
Will there be shipping delays during the holidays?
The transit time displayed on our "Shipping" page is calculated in business days and may be impacted by higher shipping demand during the holiday season.
Can you expedite the shipping?
Yes. We offer three shipping methods for you to choose from: Standard shipping, Fast shipping, and Express shipping. Please note that the shipping rates may vary depending on the shipping method selected.
Can the shipment status be viewed in my store?
Yes, the shipment updates from PODpartner will be automatically synced to your store.
Can I change the delivery address in an order?
You can change the delivery address of an order at any time if the order is unpaid.
1. Go to Dashboard > Orders > find the order you want to edit > click to enter the Order Details page;
2. Click the "Edit" button in the address section to update your delivery address > click the "Save" button.
To change the delivery address of paid orders, please contact our customer service ASAP.
Can I change the shipping method of a product in an order?
You cannot change the shipping method of a product if you have already paid for the order. As long as the order is unpaid, you can go to Order Details and change the shipping method. If you have any questions, please contact our customer service.
Can I create my own shipping rates for my store?
You are free to determine your retail shipping rates. If you want your customer to cover the shipping cost, you can either include this cost in your retail price or set your retail shipping price equal to the PODpartner shipping fee.
The retail shipping rates can be set when you’re publishing a product to your online store and are editable on both PODpartner and your online store.
Is there a cheaper shipping method if I order in bulk?
We do not offer differential shipping rates for bulk orders. Your shipping cost will be calculated the same way as demonstrated here, regardless of your order quantity.
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