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Frequently asked questions
Answers to the most frequently asked questions
How to create products?
The creation page, "Your designs" corresponds to the home page of the designs you have uploaded. You only need to send your design once for it to appear on this page permanently. So if you decide today to create a t-shirt with this design, and tomorrow a mug, you only need to click on the thumbnail and then validate the mug to create it. This allows you to create collections of designs very easily and to add new products quickly.
How does the customization option work?
When creating products, you can select the "Customizable product" option. What is this? This option is reserved for certain visuals, those for which you will allow your customers to modify the product. For example, you can offer a product with the visual "I'm in love with" and then let your customers choose the first name. You must then install a simple customization module on your store, the offer is vast both on the Shopify app store and in the list of WooCommerce plugins...
How do I place an order for samples?
You would like to see the final result of your beautiful designs on the products you have chosen: you are right. To help you in this process, the T-Pop sample order program offers you a 10% discount, once a month, on all the products in this order. Your order must contain a minimum of 2 products and a maximum of 6 products: we will then automatically apply a discount on the total amount of the products. On the first day of each month, we reset the counter. So, if you make a sample
What are the production times?
When a customer places an order with you, we wait a minimum of 24 hours before considering it validated (in case of a change of mind or a change of address for example). You can shorten this waiting period in your preferences, but be aware of the implications. During this period, you will see the order as "in progress" / "pending" in the T-Pop interface. You hav
What are the instructions for the design / visual files?
Our printers allow us to print all of your visuals with photographic quality: there are no colour restrictions. Please note that special colours such as fluorescent cannot be restored, as the mixing of inks cannot naturally create these colours. Your files must not weigh more than 20 MB, be in PNG format (this format allows you to keep the transparency of your files), and finally be exported in the RGB colour space. IMPORTANT: Please note that on white textiles, the white of your
What happens when a customer places an order?
When a customer places an order for a product on your e-commerce site, you are paid for the whole of it by the payment provider that you have defined on your shop (Paypal, Stripe...). The order is automatically transmitted to us, we receive all the details about it. We move on to the production part: you are charged the amount defined for the product(s) and the amount is taken from the card defined in the application and your order is printed. If the payment fails for any reason, your orde
My order is blocked, what can I do?
What should I do if my order is blocked? Address problem Simply correct the delivery address, then click the button to let us know that the address has changed. Payment problem At the time we place your order in production, we attempt to invoice you and collect your order. If the payment fails (insufficient funds, ceiling reached, card expired) your order will be marked as blocked and you will receive an email informing you of the situation. There is no charge for this, b
How are customs fees handled
Packages sent outside the European Union are, depending on the country of destination, subject to customs fees. These fees are calculated differently in each country, depending on the value and type of product. It is the end customer, i.e. your customer, who is required to pay these fees/taxes on import.
What is the minimum time before orders are sent to production?
When an order is placed on your shop, by default we wait 24 hours before acting on your order. You can, if you wish, opt for a shorter delay from your T-Pop preferences, taking into account the following. This retention period allows you to cancel an order or change the delivery address, for example, because once the order has been placed in production it is no longer possible to cancel it, and you are invoiced for it. This is the minimum time we expect to wait before preparing to pro
How are the returns going?
The shipping address on the packages is your address, in order to strengthen your brand image (and to make T-Pop disappear completely in the eyes of your customers). You will be asked to enter an exact address in the "Preferences" section of your dashboard, it is important to enter a valid address: any returns of parcels for lack of addressing or access will automatically be made to this address. In the same way, if your customer makes a mistake (size or color for example), you will have
How do I change my login email?
You can change the email address associated with your T-Pop account very easily. On your T-Pop dashboard, click on "Preferences" at the bottom left. Then, in the " Email " section, simply enter your new email address and that's it.
Your customer wants to change his delivery address or modify his order
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 "Details". On the next page you can edit the delivery information. Your customer wishes to modify a product / size / colour: In this case, it is necessary to cancel the order and then create a new one.
Will my customers know that you print and ship my orders?
At no time, and this is the great thing: your customer will have no information about T-Pop, we ship in your name, under your brand. The parcel slips have your name, logo and address. We even print your logo on the parcel... As far as your customer is concerned, you are the one who has shipped the order.
How does automatic product replacement work?
When a product is unavailable from the manufacturer or is no longer on the market, we can offer you automatic replacement of the product by an equivalent one so that your customer does not have to wait. Example: your customer orders a sweatshirt on your shop, but the manufacturer does not propose it any more or there is an incident on its stock. Well, don't worry, it's not common. Rather than waiting for the item to return to stock, you can opt for automatic replacement. With automatic r
How does the T-Pop platform work?
Once only available to Shopify users, our platform is now open to new integrations. The application is now centred on a single management platform: app.tpop.eu The creation of your products, their management and the follow-up of the orders are from now on exclusively done from the new application. Full of new functions, faster, clearer, we are happy to present you the new version of our application. Create your products and place orders, even if you don't have an online store Cr
What payment methods are available?
To use our platform and for us to be able to invoice you when a customer places an order with you, you will need to enter your credit card number in your T-Pop dashboard. We only accept payment by credit card.
How to track the progress of my orders
To check the current status of your orders, simply visit your T-Pop dashboard. In progress: this means that we have received your order, we will be able to process it shortly. You can always cancel or change it, you have not been charged for it. Production: The order has entered the production process. It is at this precise moment that it is invoiced to
Integration of our service (Shopify, Woocommerce, Etsy, Ebay...)
Our print on demand service is compatible with : Shopify Wordpress / WooCommerce Etsy Manual ordering New platforms are under development, we will update this page as they are added.
My order is listed as shipped but I don't have the tracking.
If your order is shown as shipped in your T-Pop dashboard but your tracking number is not added to your shop order, this may be for 2 reasons: You have closed (processed) the order manually You have set up your shop to automatically process orders We will not be able to update the order with tracking if we (T-Pop) have not closed the order.
My customer's package is lost: what should I do?
If a parcel is lost we will only return the product or refund the customer after the carrier has officially declared the parcel lost. This does not apply to products marked as "delivered": if your customer tells you that they have not received their parcel but the tracking shows that it is marked as delivered, we will not be able to refund or reship the order. If your customer tells you that they cannot find their parcel, it is up to you to decide, but if you wish to have the parc
Why doesn't my order appear on the T-Pop dashboard?
There are several reasons why your order does not appear in the application. If the order does not appear, it is because we have not received it... This can happen when: You have duplicated a product outside the T-Pop platform A duplicate product from outside the platform (directly in your Shopify / WooCommerce shop) is not considered a valid T-Pop product, even if it is a duplicate of a product created by our print on demand platform. Products must be exclus