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Frequently asked questions
Do you accept returns?
Unfortunately, we are not able to accept returns for any reason: all our products are personalized and printed on demand. Our operating mode makes it impossible to store and resell returned products, there is an infinity of models and designs possible. In case of error of your customer (size or color for example), you will have to ask him to return the product, then you have to re-order a manual order in your Shopify dashboard by following this article(https://support.tpop.eu/en/article/how-
How do you print on products?
We use the most innovative and efficient printing methods on the market. Cotton textiles are printed by DTG (direct to garment) printers of the latest generation, using inks certified to the latest standards. After printing, the ink is "fixed" in the fabric by passing through a heating tunnel that will permanently dry the ink in the heart of the mesh. Polyester textiles or accessories are printed by a process called sublimation: the ink is transferred onto your final product (itself coate
Will my customers know that you are printing and shipping my orders?
At no time and that's what's great: your customer will have no information about T-Pop, we ship on your behalf, under your brand.
The order from my client has been damaged or is non-compliant.
If the product ordered by your customer arrives damaged or if there was an error on our part during the manufacture of the product, we will simply ask for a photo, a quick description of the problem and the order number. Once this information is received, we will issue a reprint and send a new product to your customer at no additional cost. Please note that all product quality complaints must be reported within one month of purchase to qualify for re-shipment.
How much does the app cost?
The T-Pop app is free: 0, zero, nula, nada... We only invoice you when you make a sale, for the amount defined within the application. You create your product via the app, we indicate you the price for printing the product and the shipping costs, then you are free to define YOUR price, you decide your profit margin. Billing and payment are automatic, you don't even have to think about it. Prices depend on the type of support you offer to your customers, they are accessible directly in the ap
What are available payment methods?
To use the app and we can charge you when a customer places an order, you must enter your credit card number in the "account" section.
My customer wants to change his order, what should I do?
Your customer wants to change his delivery address: As long as the order is not marked "in production", go to the T-Pop / Orders application and click on the order number in the table. On the next page you will be able to edit the delivery information. Your customer wants to change a product / size / color: In this case, it is necessary to cancel the order and then create a new one. No problem, follow this tutorial.(https://support.tpop.eu/en/article/how-to-order-a-sample-or-a-manual-o
Can I transfer my already created products to T-Pop?
In order to receive and print your orders, it is essential that your products have been created via the T-Pop app. You will need to re-create the products created manually or through an other app in order to use our services.
The package is indicated as "delivered" but my customer did not receive his order.
The carrier tracking indicates that the package was delivered to the recipient, but your customer claims he dit not receive it : T-Pop does not cover the shipping of a new package. Often, the package has been deposited with a neighbor or the customer does not have a standardized box: in this case it is recommended that your customer to go to the nearest post office, with its tracking number and a ID card in order to recover his order. If despite all, the customer tells you not to have been abl
What happens if my payment is declined ?
Your order will be printed only if your automatic payment has been accepted by your bank. If you do not have the required balance or the payment fails for any other reason, your order will be placed on hold. No fees are charged in this case. However, your order will only be processed when your payment is possible. If you notice that one of your orders is pending (or is failed), contact us via the chat: we can try to re-submit the payment and thus unlock your order.
What is the lead time of my order?
When a customer places an order, we wait a minimum period of 24 hours before considering it as validated (in case of change of opinion or change of address for example). Once the order is validated, it goes into production within 48 hours for all products in stock. Note that we do not go into production on weekends (Saturday + Sunday). For non-stocked products, the delay is variable and is indicated on the product sheet.
My client's order is lost: what to do?
Upon delivery, in the event of loss, we undertake to return the product or refund the customer only after the carrier has officially declared the loss of the package. This provision does not apply to products marked as "delivered". Packages that will be returned to us for failure to address or no claim may be re-shipped for a re-shipment fee but may not give rise to any refund.
My customer wants to cancel the order, what should I do?
Cancel an order is possible as long as, in your T-POP dashboard, the order is indicated as being "pending". We allow a minimum of 24 hours before placing your order in production, so you must intervene during this time. To cancel an order, simply cancel directly in the Shopify dashboard. Click on the order, then click on "cancel the order". When its status is changed to "in production," you will not be able to cancel an order. This will be billed to you and will be shipped.
Why my order doesn't appear in the app ?
There are several reasons why your order doesn't appear in the app. If the order does not appear, it is because we have not received it... This happens when : You have duplicated a product. A duplicate product is not considered like a valid T-Pop product, even if it is the duplication of a product created through the app, even if it is the duplication of a product created via the app. You have changed the SKU or product type : without this information, we will not be able to receive
How to edit a product design?
You can edit a product created through our application very simply. Click on "Products" from T-Pop dashboard. Then click on the "Edit the design" button. !(https://storage.crisp.chat/users/helpdesk/website/cf8d036d1433f000/t-pop-app-for-shopify_xq2w93
How to get in touch with T-Pop support?
You have some questions or concerns? We will do our best to ensure that your questions are answered. Here are the methods to contact our team: Live chat widget: you can find the chat widget in the application and on our support center. This is the easiest and fastest solution. If we are not available, write your message there, we will get back to you as soon as possible. Email: Contact us by sending your message to email@example.com If your request concerns an order, always specify the re