What if my order gets lost in transit?
If your package gets lost in transit, please reach out to our customer service immediately and we will re-fulfill your order as soon as possible. You can also request a refund if you see fit.
What should I do if the shipping has not been updated for a long time?
If the shipment status of your product has not been updated for more than 20 days, please get in touch with our customer service as soon as possible.
Is COVID-19 affecting shipping?
Although we work with reliable couriers, the shipping transit time can still be affected by the COVID-19 control measures and regulations in the destination country/region. The delivery may be delayed in countries/regions severely impacted by the pandemic. If you are experiencing any delays in shipping, don't hesitate to get in touch with our customer service.
How can I track the shipment?
Go to Dashboard > Orders > find and click on the order you want to track > access order details.
Please note that the shipment status won't be available if the order has not been shipped.
Once the order is shipped, its tracking number will be displayed in the order timeline. You can check the shipment details by clicking on the tracking number.
How long after I pay for an order can I view the shipment status?
In most cases, we will complete the production and ship the goods within 48 hours after the order is paid. You can use the tracking number to check the shipment status once the order status becomes "Shipped".
Can I customize the packaging for my orders?
Yes. Our custom packaging feature allows you to determine the material and design of your packaging bags. To create a custom packaging bag, please go to Dashboard > Branding > Packaging bag.
How will you package my orders?
You can design your own packaging bag and hang tag with our branding feature and link them to a product or store. When the linked product or store generates an order, we will print your designs on the packaging materials of your choice and pack your order with them.
However, if you prefer to skip the customization, we will pack your item with a blank packaging bag only.
How do I manage my address book?
Go to Dashboard > Settings > Address Book > manage your addresses
Please note that you can save no more than four addresses in the address book. So, we suggest you only keep the most frequently used addresses.
When placing a sample order, you can directly select an address from your address book, which saves time and effort.
What are your shipping rates?
We work with carefully selected, reliable couriers to ensure a satisfactory shipping experience.
The shipping cost is determined by three factors: shipping method, destination, and item type.
You can click here to view our shipping rates and learn more about how to calculate the shipping cost.
Why am I being charged VAT?
VAT(Value Added Tax) is a mandatory tax that must be collected on all goods and services sold within the EU. As a print-on-demand company, we act as a marketplace where sellers can sell their products to customers located within the EU. Therefore, we are considered to be a taxable person under the VAT regulations and are responsible for collecting and remitting the VAT.
For each parcel delivered to an EU member state, PODpartner is required to provide an IOSS number to customs in order to declare and pay VAT so that the parcel can be smoothly delivered. Therefore, if you are placing an order with PODpartner to be delivered to an EU member state, we will charge you VAT and remit it to the destination country.
The VAT rate can vary depending on the destination country. Click the following link to view the latest VAT rates in EU member countries:
In addition to Norway and The United Kingdom, the following EU member countries are also charging VAT:
Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.
By collecting and remitting the VAT, PODpartner is helping to ensure that our sellers are in compliance with the VAT regulations. This also helps prevent potential delays and additional costs at customs of the destination countries.
We highly recommend factoring in VAT when devising your pricing strategies to ensure that your overall costs are accurately reflected.