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FAQs

General

1. Where are my orders shipped from?

We ship directly from our warehouse in California, USA to make sure all your orders are printed flawlessly and shipped fast! You have our promise that you will never be left with delayed orders. 

2. What is the quality of the t-shirts like?

If you are curious to see the print quality, please feel free to send us an email at info@shirtsmark.com! We’ll assist you further so that you can get your first amazing sample shirt with us!

3. How long is the processing time? 

We say it takes 3-5 business days to be prepared for the holiday seasons. However, most of our orders are shipped within 3 business days or less!

4. How long is shipping time? 

Domestic shipping take 3-5 business days to arrive once shipped. International shipping takes between 9-12 business days depending on the country (Canada between 3-6 business days) once shipped. Please take into account that there is 3-5 business days for processing times!

5. My customer wants to cancel an order - What now?

Please note that once the order status is changed to “Ordered,” we can no longer cancel your order. Therefore, when receiving cancellation request, please check the order status on Shirts Mark app and check the status.


 

Shipping & Packaging

1. Does shipping label include any branding?

There is NO Shirts Mark branding anywhere on the label or inside your package. The shipping label will have your company name and shipping address.

2. What price is shown on the packing slip?

No, we don’t include any pricing whatsoever on the packing slip. It only includes the recipient’s shipping info along with the order number, date, item name and description.

3. Do I need to upload tracking numbers myself?

No, it’s all automatic! Once your orders are shipped, we upload tracking numbers ourselves through the app. This will automatically set the order status to "fulfilled" and the tracking number will also be updated to your Shopify store.

4. Tracking shows it’s been delivered, but my customer says it didn’t - What now?

In most cases, the package is found in an unexpected location at their shipping address (for example, around porch, patio, between screen doors etc). Please guide your customers to check any possible places that the carrier may have left their package at as well as with someone in their household or neighbors. If your customer is still unable to locate the package, you will need to place a new manual order to have it reshipped.

5. My customer provided a wrong shipping address - What now?

If your customer provided a wrong shipping address and the order has already been shipped, then you are held responsible. In general, the package will return to your company. You will need to personally reship the order and inform your customer with a new tracking number. If the package doesn’t return to your company, then you would need to place a new order to replace the original.

 

 

Products

1. I added a new listing, but it’s now showing up on my Shopify store - What now?

Once you add a new listing and see the new listing under “My products,” make sure to click the swipe icon to activate your listing. If the listing shows “DRAFT” on the top right corner and the icon is in black, that means you haven’t activated the listing.  

In order to activate the listing, you need to click the swipe icon. Then, it will ask whether you’re sure to publish on your Shopify. Click “Yes”--and the listing will now be available on Products on your Shopify store.