Orders, shipping and tracking

#What happens after you place an order

1. Accepted. We price the order again, take payment (card on file) or invoice it (invoice terms), and give it our order number.
2. In production. We print or decorate each item. Your first orders get an extra check from our team before production.
3. Shipped. We pack the order and ship it to your customer. The tracking number appears on your Orders tab, in the API and in an order.shipped webhook.
4. Delivered.

Every product shows its production time in business days, on your Products tab and on every quote. Shipping time is added on top.

#Blind shipping: what your customer receives

We ship every order as if it came from your own warehouse.

• Shipping label: your business name and your phone number.
• Packing slip: your name, your logo (if you have sent us one), your order number and website, and the items, sizes and quantities. No prices.
• No Promogator invoice in the box. Your invoices come to you, in your portal.
• We never contact your customers. Their address and phone are used for delivery only. If something needs a decision, we contact you.

To add your logo to the packing slip, send it to your account manager.

#Shipping charges

You see the shipping for every order before you place it. What you charge your own customers for shipping is up to you.

We ship to addresses in the United States for now.

#Tracking

As soon as a package ships:

• the Orders tab shows the carrier and tracking number;
• the API returns it from GET /orders/{id}/shipments (see Endpoints);
• if you have a webhook endpoint, we send order.shipped, once per tracking number (see Webhooks).

#Cancelling an order

You can cancel an order:

• within 24 hours of placing it,
• as long as production has not started.

Cancel from the Orders tab, or with POST /orders/{id}/cancel. After that window, contact your account manager.

#Order statuses