FAQs

Account

A: From the moment the order has processed, you have until the next production upload to hold the order. Production uploads occur at 6 am, 10am and 1pm Monday through Friday.

A: To make a change to an order, you must open your CustomCat app dashboard and go to “View Orders”.  From here you will have the ability to PAUSE the order using the little, green pause button. If the button switches to red, the order will successfully enter on hold status. At this point, you must notify contact@customcat.com with your requested action. You may request to change size, change color, cancel order, hold order until further notice, etc. If you try to hold an order that has already entered production, you will not be able to make changes and will be ineligible for a refund.  To avoid this, pause orders as soon as your customer tells you. Also, please do not grant a refund to your customer before checking to see if the order can be paused.

A: The “vendor” name must be set to “CustomCat” for your products you are having us fulfill. If you do not want the vendor name to display on your product page, you will need to edit this within your Shopify theme or install a new theme. Contact Shopify if you need help with this.

A: Yes. As long as you have a Shopify store, you can use the CustomCat app. We also ship internationally.

A: We accept all major credit and debit cards, including Visa, MasterCard, American Express and Discover. We also accept PayPal. You can add or update your payment method in the “Your Account” section at anytime.  Also, make sure that set up a payment source in Shopify AND in CustomCat. This will allow you to get paid (through Shopify) and pay us (through CustomCat).

A: You are able to change your URL at any time, but make sure to contact CustomCat after you do so to ensure that any new orders will still be automatically processed.

In order to cancel your subscription, you must complete the following TWO steps.  **It is important to note that only doing one of the two steps DOES NOT necessarily mean your subscription will be successfully canceled.**  

1)   Delete the CustomCat Application

2)   Email contact@customcat.com with your purchase details.  You must provide the receipt of purchase, PayPal email account, or email listed when you purchased the subscription.

A: Keep in mind that orders process once every 2 hours on the half hour (ex: 2:30 pm est., 4:30 pm est.) according to the CustomCat order batch schedule. Once the batch hits, the CustomCat app captures all of your Shopify orders that have “customcat” listed as the vendor.  If you do not see your order reflecting on your CustomCat orders dashboard, go to your SHOPIFY ORDERS and make sure that you have not clicked “fulfill order” for the order in question. Leave the order as unfulfilled. Lastly, make sure that your settings are filled out correctly in Shopify and in CustomCat. To ensure the Shopify settings are correct, please go to “Settings” (it is a little gear button on the bottom, left corner).  From there, go to “Checkout”, scroll down to the field called “After an order has been paid” and make sure the option checked is “Do not automatically fulfill any of the order’s line items”. Now, that the Shopify settings are correct, make sure the CustomCat settings are also correct. Go into the CustomCat app, click the green button titled, “Go To Settings”, and make sure the “Auto-Process Orders section is turned to “Auto Process Orders: Yes”.  he  If you think there is an issue, please send an email to contact@customcat.com immediately.

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Designs

A: We do not assume responsibility for copyrighted images sent to us for decoration. By downloading the app and opting into our terms and agreements, you are stating that you are authorized to manufacture products with that design. If you have recently obtained the right to print copyrighted images, feel free to send us the documentation to contact@customcat.com.

A: Yes. CustomCat automatically trims the blank space around your design and places it in the most commonly desired area of product. If you wish to customize the position of the design or change the size you can after selecting your products and moving on to the review/export page. If you click the green + in the top left of each product you will enter the “design positioning” feature. From this screen you will have the option to choose between a few different presets. If you wish to enlarge, shrink or move the design, select the “customize” preset. You can click and drag the design within the design area predetermined for each product and click and drag the corner of the design to change the size. Note – embroidery products cannot be altered from the preset design placement.

A: We will not be able to process designs that are overly intricate for embroidery. We suggest using a simplified design with no more than a 2 color gradient. Stick to fonts that are larger than .15 inches in height and simplify any distressed designs. Please refer to our Art Guidelines, which goes into these requirements in more detail.

A: To ensure the highest quality product, we prefer high resolution .png (with transparent background) or .jpg files (minimum 1200x1200px at 300 dpi). Photos taken from a cell phone at 72dpi will also be accepted. We also accept vector formats .ai, .svg, and .eps.  Please refer to our Art Guidelines, which goes into these requirements in more detail.

A: Our current selection of products can be decorated by DTG (Direct to Garment Printing), Embroidery and dye sublimation (Flat and 3D).

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Products

A: It is industry standard that plus sizes always have an upcharge, as they do for us from our vendor. Larger sizes require more fabric which in turn makes the price higher. In general, the upcharges are one of the following: For items with 6XL sizing, like the $6 t-shirt – 2XL/3XL is $2 more, 4XL $4 more and 5XL/6XL is $5 more For items with 5XL sizing – 2XL is $2 more, 3XL $3 more, 4XL $4 more, 5XL $5 more For items with 4XL sizing – 2XL is $2 more, 3XL $3 more, 4XL $4 more.

A: Size charts are located in the product description that can be seen first in the review and export page. The base cost of the product is listed on the product catalog as well as the review and export page.

A: Yes. You can upload your own mockups to the product page in Shopify but it is important to make sure that your mockup is representative of the original mockup created in the app and that you do not change the sku or vendor information when editing the product page.

A: You can use the “Add Grouping” feature during the “review/export” phase in order to “group” or list multiple products within one product listing. When you group multiple products together, there will be one product title with multiple product styles listed within a drop down menu. Note: Some themes will require that the color and size titles match across each product in the group. You can edit the color and size titles in Shopify > Products.

A: We will be introducing all-over printed phone cases, mugs, hair brushes, retractable dog leashes, glassware, stickers and much more

A: We offer over 350 different products ranging from printed t-shirts and hoodies to embroider snapback hats and aprons. In addition, we offer Hi-Res HD photography to be printed on some of our merchandise. We carry over 50 quality brands such as Gildan, Next-Level, Hanes, Port & Co., Nike and Adidas just to name a few.

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Shipping

We ship worldwide but full tracking is only provided for these countries:

Canada
Great Britain
Germany
France
Italy
Spain
Australia
New Zealand
Singapore
Belgium
Netherlands
Denmark
Finland
Sweden
Switzerland
Ireland
Israel
Poland
Portugal
Brazil
Croatia
Estonia
Gibraltar
Hungary
Latvia
Lithuania
Luxembourg
Malaysia
Malta

Any countries that are not listed above, tracking stops once the package is handed over to the international carrier. For these countries we do not receive additional tracking updates, therefore we are not liable once they have been given to the international carrier.

We do not ship to the following:

Cuba, Falkland Islands, Iran, North Korea, Somalia and Sudan.

We stand behind the quality of our products and guarantee our workmanship 100%. Any defects or errors on our part will result in a replacement at no charge. We typically do not accept returns due to user error such as incorrect selection of sizes, designs, colors, etc.

A: Most likely the package was returned due to an undeliverable address. Other instances include the package remaining unclaimed or refused/returned by your customer. We will contact you once the order arrives back to our facility. We would advise contacting your customer to see if they would like to proceed with the order and would wish to have the product reshipped. We may need an updated address or other information to complete the order.

A: Be aware that the return address listed on the shipping label is for our production facility, MyLocker.net (DBA CustomCat) but your store name will be listed as the sender. We’ll notify you in the case of a return and decide the best way to move forward.

A: You can view the status of an order by navigating to your CustomCat App dashboard. If you notice an order in your Shopify dashboard that doesn’t appear in your CustomCat dashboard, you will want to wait 2 hours at most before contacting us. CustomCat batches your Shopify orders every 2 hours (half past the hour). The order will show “unfulfilled” until the shipping label is printed and the package is ready to ship. At this point the status will change to “fulfilled” and the tracking number will be displayed for your use. Keep in mind that the customer is also sent the tracking automatically via Shopify email confirmation.

A: On average, merchandise is produced and shipped from our facility 2-3 business days after purchase. Standard shipping/transit times apply (1-6 days for domestic and 1-4 weeks for international).

A: International shipments may incur customs fees depending on the country and their regulations. Any customs fees are to be paid to the appropriate customs agency by the customer. We do not charge you any taxes, but how the taxes get passed on to customers is based on where you setup your business location. But again,support would probably be able to give you a more detailed answer, including what form of currency to use. All products prices listed in our app though are USD.

A: We charge $4.99 for the first item + $1.50 per each additional product added to that order shipped domestic and $7.50 for the first item + $5.95 per each additional product to the rest of the world.

A: Our production facility is automated for processing orders as fast as possible so your customer gets the order ASAP. Unfortunately, because of our automated process, any requests to change an order must be submitted before the item has entered production. We offer for sellers the ability within your own CC app dashboard to put an order on hold by clicking the green circular button . This prevents it from being ordered and put into production, which allows customer service an opportunity to make any changes. Once the change is made, the order is taken off hold and put back into the system. If it already says ‘Being Fulfilled’ though, it is too late to put it on hold. Once an order has entered production, it is going to be decorated and we are no longer able to edit the order. Please utilize the size charts and have a detailed explanation available to your customers.

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Contact Us

Send an email describing your issue, a representative will assist you as soon as possible.

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