What is your after-sales service policy?
At PODpartner, all products are uniquely made to order, so we generally don't support returns or exchanges for customer preference changes (wrong size/color) or incorrect shipping details provided by customers.
When can I get a refund/resend?
Before Production: Full refund available - cancel directly on your Order Details page.
During Production: Partial refund available (total amount minus production costs) - please contact our customer service.
After Shipping: Refunds or resends only for defective or wrong items. You must report issues within 30 days of delivery with order ID and clear photos/videos to service@podpartner.com.
Logistics Provider Issues: If your address is correct but the package remains undelivered for an extended period due to logistics provider issues, you may apply for a refund/resend and delay compensation. For the details of delay compensation, please refer to our Delay Compensation Policy page.
Note: If you or your customer provide incorrect/incomplete addresses and the logistics provider offers redelivery without the package being lost, you may choose redelivery(may take 20-30 business days). Additionally, you're responsible for all storage, handling, and redelivery costs.
When are refunds/resends NOT available?
- Incorrect recipient information provided
- Customer refusal to cooperate with customs or pay duties/taxes
- Customer refusal of delivery
- Force majeure situations (natural disasters, war, etc.)
Need more details? View our after-sales service policy page for full terms.
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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