FAQs - CustomCat.com

Frequently Asked Questions

Account

I can't see one of my orders in the cc app dashboard. What should I do?

Keep in mind that orders process once every 2 hours according to the CustomCat order batch schedule. The CustomCat app captures all of Shopify orders listed with the "customcat" vendor half past every 2 hours (ex: 2:30 pm est., 4:30 pm est.). If you still do not see your order make sure that you have not clicked "fulfill order"in the Shopify orders menu. Lastly, make sure that your checkout settings are filled out correctly in Shopify. In Settings>Checkout, the field listed "After an order has been paid" should be checked, "Do not automatically fulfill any of the order's line items". If you think there is an issue, please send an email to contact@customcat.com immediately.

How do I cancel my CustomCat App subscription? Will uninstalling the app cancel the subscription?

In order to cancel your subscription, you will need to send an email to 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. Uninstalling the app will NOT cancel your CustomCat subscription.

Can I Change my Shopify Domain URL?

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

How do I pay for the CustomCat fulfillment service? Do you accept PayPal?

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.

Can I use CustomCat if I live outside the US?

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

Can I install the CustomCat App on more than one store?

Yes, you can install CustomCat on up to three stores per app purchase. Simply add your new Shopify URL into the install area just as you did with your first store.

Can I change the vendor name on my products in Shopify?

No. The “vendor” name must be set to CustomCat in order for the CustomCat products in an order to be fulfilled. If you do not want the vendor name to display on your product page you will need to edit this within your theme or install a new theme.

What if my customer wants to make a change to their order?

To make a change to an order, you must open your CustomCat app dashboard and click the green button listed next to the order. 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 be notified immediately and will be ineligible for a refund.

How much time do I have to hold an order from entering production?

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.

Designs

What decoration methods are currently available for my products?

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

What are your preferred file formats and how should I size my file?

To ensure the highest quality print, we prefer .png files set at 300 dpi and at LEAST 1200 px wide. We will also accept vector formats such as .ai. The size of the design area will depend on the style and size of the product.

What are the specifications for embroidery?

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.

Can I resize and choose the position of the design on the product?

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.

Can I print copyrighted images?

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

Products

What brands and products do you carry?

We offer over 350 different products ranging from printed t-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. We carry over 50 quality brands such as Gildan, Next-Level, Hanes, Port & Co., Nike and Addidas just to name a few.

What other products are you going to make available in the near future?

We will be introducing all-over printed phone cases, mugs, hair brushes, retractable dog leashes, glass-ware, stickers and much more.

What is "Add Grouping"? How does this feature work?

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.

Can I use my own mockups?

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.

Where can I find size charts and pricing?

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.

Are there extra charges for plus sizes?

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, 4 XL $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

Shipping

What if the customer picked the wrong size or color, can I change it?

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. 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.

How is shipping determined and what does it cost?

We charge $3.99 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.

Who pays the customs duties & taxes?

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.

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

On average, merchandise is produced and shipped from our facility 2-3 business days after purchase. Standard shipping/transit times apply (1-7 days for domestic and 4-15 days for international).

How can I check the status of an order and see how much I was charged for fulfillment?

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's email confirmation.

What is the return address listed on the packing slip? Where will the package be sent?

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.

Why would a package be returned?

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.

What is your replacement/return policy?

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.