Frequently Asked Questions

For Buyers
For Sellers

Questions for Sellers

How much does it cost to create a campaign?

Zero. No cost.

Who can create a campaign?

Anyone can launch a campaign but the most successful campaigns are those who advertise to an engaged audience. It helps if your campaign has a good cause behind it! For example: charities, booster clubs, celebrities, sports teams, influencers, affiliate marketers, etc.

I’m an international seller – can I still launch a campaign?

Yes. Payouts are received via PayPal.

How much money will I make? How much does CustomCat take from my profit?

You keep 100% of the profits. The seller chooses the Sales Price and earns a Gross Margin (Sales Price minus Base Cost).

How is the base cost for a product determined?

The base cost takes into consideration a number of factors including the cost of raw materials and labor. Compare our base costs with our competitors on our features page.

What types of payment are accepted from buyers? Do you accept PayPal?

We accept all major credit and debit cards, including Visa, MasterCard, American Express and Discover. We also accept PayPal.

What happens if I do not reach my goal?

The goal is designed to help you, not hurt you. This feature is enabled to help drive sales when customers enter your campaign page. Keep in mind that your customers will be receiving their orders instantly as they purchase. In addition, commissions are paid out as items ship, so you will not lose out on any profits by coming up short on your goal.

How long should my campaign run?

This is entirely up to you. You do not have to set a campaign goal or a countdown if you do not wish to.

What happens if my campaign sells 1000 or more products?

Please contact us

Who handles the customer service once my campaign launches?

Customer service is handled by CustomCat's in-house support team.

How long does it take for buyers to receive their merchandise?

All items are produced and shipped from our facility within 24-48 hours after purchase. Standard shipping times then apply. Click the tracking information located in your confirmation email to view your shipping details and lead time.

How should I determine the price of my products?

Setting your prices is entirely up to you and it is your job to be an expert on your customer's buying tendencies.

What types of merchandise can I customize and sell?

CustomCat allows you to customize and sell more products than any other social e-commerce platform. We offer over 200 different products ranging from screen printed tee shirts and hoodies to embroidered snap back hats and aprons. In addition, we offer Hi-Res HD photography to be printed on some of our merchandise.

How are refunds handled?

Refunds/replacements will be considered on a case by case basis. In the case that a customer has been deliberately misled by a campaign, CustomCat may replace the product or refund the customer. CustomCat holds the right to withhold commission from a campaign that has deliberately misrepresented a product or design.

When do I receive the earnings from my campaign, and how?

Earnings are available for transfer once your customer’s order has shipped from our facility. You can redeem your earnings instantly via PayPal by clicking ‘Get Paid’ in the ‘My Earnings’ tab.

Are there any tax or import issues I should be aware of?

You are responsible for the income tax on earnings you have made from CustomCat. You are not responsible for import or export taxes.

Do I have to pay taxes on my earnings?

Yes. In the U.S. it is required that you fill out a 1099 form if you receive more than $600 in earnings annually.

Where are your products printed? Can I choose the type of material?

All printing/embroidery/DTG takes place at our production facility located in the United States. We offer a wide variety of products, styles and brands - including Next Level, Hanes, Bella, Gildan, Nike, District and many more.

What kind of analytics does CustomCat provide? Can I set up tracking with Google Analytics using UTM

CustomCat offers various forms of analytics that will help you track referral traffic and conversion rates. You can add tracking pixels for your various ads and retargeting campaigns. In addition, you can use Google URL Builder to set campaign parameters to be tracked on Google Analytics.

How do I market my campaign?

There is no "wrong" way to market your campaign. If you already have an active audience base, you are best off advertising via social media, blogs and direct email. Become familiar with CustomCat's marketing tools that can be found in your campaign settings. Many experienced campaigners use Facebook advertising by creating targeted ads via the Ads Manager.

Can I modify the campaign designer after I have launched it?

Yes, we allow you to split test designs by offering multiple designs in one campaign. You can modify campaign designs and products at any time.

What logo formats do you accept?

To ensure the highest quality print, we prefer .PNG files at a minimum size of 2500px at 300dpi. We also accept vector file formats .eps, .ai, and .svg, as well as high resolution .jpgs.

Can I upload trademarked material?

Please make sure that the artwork you upload is your own or if using a copyrighted image, make sure that you have documented permission from the owner. CustomCat will remove suspicious logos immediately and/or shut down any campaign that appears to be using a licensed logo without permission.

What are some examples of protected material?

For example, you would not be able to submit a logo or image associated with a professional or collegiate sports team, music label, television show, film, etc., without documented permission from the owner.

How do I report a Trademark infringement?

Contact us. CustomCat will not help you pursue legal action but we urge you to notify us of trademark infringement so we can take down the campaign as soon as possible.

What resolution file is needed to upload a photo to my campaign?

To ensure the highest quality full color HD photograph print we require a minimum resolution of 300dpi (dots per inch) when sized at 8x8 inches. We will accept .jpg or .png. Photos taken from a cell phone at 72dpi will be accepted.

Why was my logo rejected for embroidery products but not for print products?

We will not be able to process logos for embroidery that are overly intricate. A few suggestions for embroidery: Use a simplified design. Stick to fonts larger than .15 inches in height. Simplify any distressed designs. No gradients with more than 2 colors.

Why was my logo rejected?

CustomCat may reject and simultaneously remove a logo from your campaign for the following reasons: Low resolution, corrupt file, licensing/trademark infringement, inappropriate content, etc. If you have uploaded multiple logos, you will receive a separate email for each one.