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Shipping / Fulfillment
All about shipping, tracking orders and more.
What are your Express shipping fees?
With luckypod you have the ability to upgrade your orders with Express Shipping, which is by far the fastest shipping method to get your products to your customers. On average, the delivery time is about 3 business days to get delivered, but it can vary a bit per country. So from order to to delivery, which is including production time, your customer could be looking at receiving their order(s) in average of 9 to 10 calendar days. For Express Shipping we use the following shipping comp
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What are the estimated delivery times?
We take about 2-7 business days to create our cut & sew products. Then you should add shipping times on top of that. The production and shipping speed depends on the product type and destination. In the table below you can see the production and shipping estimates per country/region.
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Where do your products ship from?
All luckypod products are manufactured in our facility in China. Because we manufacture everything in-house, we're able to ship all our product categories together. So do you have an order with a Hoodie + Blanket + 20oz Tumbler? No problem, these will be shipped together using our premium shipping partners. For our regular shipping we use DHL Ecommerce that ships to the following countries: Australia Austria Belgium Brazil Canada Chile Croatia Czech Republic Denma
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Will my customer receive the tracking number for their order?
Yes, your customers will automatically receive the tracking number by email for their placed order. This is fully automated by us, so fully hands off for you. :) We also have our own dedicated tracking website called Tracknator. Tracknator hides the origin destination where the parcel is being shipped from, which is our facility in China, while still showing all the real steps and movement of the package. We've done this because often customers can be hesitant when seeing that the parcel i
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Do you have Express shipping?
With luckypod you have the ability to upgrade your orders with Express Shipping, which is by far the fastest shipping method to get your products to your customers. On average, the delivery time is about 3 business days to get delivered, but it can vary a bit per country. So from order to to delivery, which is including production time, your customer could be looking at receiving their order(s) in average of 9 to 10 calendar days. For Express Shipping we use the following shipping comp
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Which countries apply to which luckypod shipping regions?
Currently, luckypod has 7 different shipping regions. Each shipping region has a fixed price together with the product base cost. USA United Kingdom Europe A - Albania, Andorra, Austria B - Belarus, Belgium, Bosnia and Herzegovina, Bulgaria C - Croatia, Cyprus, Czech Republic D - Denmark E - Estonia F - Faroe Islands, Finland, France G - Germany, Gibraltar, Greece, Guernsey H - Hungary I - Iceland, Ireland, Italy J - Jersey L - Latvia, Liechtenstein, Lithua
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Will my customer see that the order is sent from China?
No - we have our own dedicated tracking website called Tracknator. Tracknator hides the origin destination where the parcel is being shipped from, which is our facility in China, while still showing all the real steps and movement of the package. We've done this because often customers can be hesitant when seeing that the parcel is coming all the way from China. This way we're providing a better experience for your customers while still showing the real package tracking movement. For you a
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Will my customers know that you fulfill my orders?
No - all our products are white label. This means that we will never use any luckypod branding on any of your products or packaging.
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How do I edit an order?
To edit an order go to luckypod → Orders → Click on the order you want to edit Here you can make several changes to your order before it is processed. You can Change/add the address ![](https://storage.crisp.chat/users/helpdesk/website/8615443a37b86800/screencapture-staging-sublimin_wajc
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How do I cancel an order?
To edit an order go to luckypod → Orders → Click on the order you want to edit Here you can make several changes to your order before it is processed. You can Change/add the address ![](https://storage.crisp.chat/users/helpdesk/website/8615443a37b86800/screencapture-staging-sublimin_wajc
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Do you accept returns?
Unfortunately, we are not able to accept returns for any reason. This is because our products are custom made, print-on-demand products. Because of the way luckypod works, there is an infinite number of designs that could be produced. As such, it would be impossible to sort, store and resell unwanted returns on behalf of all our partners.
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My order was returned to sender, what now?
An order could not be delivered for various reasons. We've summed up the most common reasons below: The recipient refused delivery The address or other essential information is missing or incorrect The house/office/premises is closed Failure to re-deliver by the courier. For situations like this, we would suggest to let the customer contact their local post office and ask for an update. They could request to either pick up the parcel or schedule for a re-delivery depending on the d
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When will I be charged?
luckypod has 4 billing cycles every 24 hours. So if your order is still showing as "pending", the reason could be that the billing cycle hasn't passed yet. If an order has been processing for more than 2 days there might be a problem. Get in touch with our support team and we’ll look into what the issue could be. In most cases it could be one of the following: Connectivity issues: If Shopify goes down around the time the order was placed, it may not be transmitted to us correctly.
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Can I sell offline?
Once you’ve created and published a product with luckypod, you can create a manual order for that product inside Shopify. You can do that by applying the following steps: From your Shopify admin, go to Shopify > Orders > Create Order Select the product(s) you want to order and add your address in the Find or create a customer section. ![](https://storage.crisp.chat/users/help
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Why is my order status still ‘pending’?
luckypod has 4 billing cycles every 24 hours. So if your order is still showing as "pending", the reason could be that the billing cycle hasn't passed yet. If an order has been processing for more than 2 days there might be a problem. Get in touch with our support team and we’ll look into what the issue could be. In most cases it could be one of the following: Connectivity issues: If Shopify goes down around the time the order was placed, it may not be transmitted to us correctly.
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Chinese New Year 2021 - Order Deadlines
A heads up regarding Chinese New Year (CNY). Chinese New Year is the longest holiday in China. In many cases, factory workers live in dormitories, and CNY is one of the few times the workers can return home to spend some quality time with their families. However in our case luckily 95% of our team is based in the same city as our factory, namely Shaoxing. This means that we are able to keep our factory closing time to a bare minimum, while still giving our staff the needed time off. For merchan
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Customer received the wrong size?
In the rare case of your customer receiving the wrong size, you should first pre-qualify your customer and ask them for a picture of proof showing the product as well as the size label of the product. Then ask if they would like a replacement or a refund. Once you have come to a resolution with your customer, please contact us and we can assist you with sending a replacement or refund..
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What if an order hasn’t arrived?
There can be several scenarios in which an order wasn't delivered to your customer. Below you can find these scenarios explained and the actions that can be taken. If the tracking shows it was delivered: If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, luckypod will not cover the cost of any reshipment or refund. There may be cases where the delivery was made, but the package was left in an unexpected location at the cust
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What payments do you accept?
We accept all major credit cards and/or PayPal as a payment method.
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Customer received the wrong design?
In the rare case of your customer receiving the wrong design, pre-qualify your customer and ask them for a picture of proof and then ask if they would like a replacement sent. Once you have come to a resolution with your customer, please contact us and we can assist you with sending a replacement order.
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When will my customers receive tracking information?
Once we've fulfilled an order, it is automatically updated in luckypod, as well as your store. After which your customer instantly receives an email, coming from your store, with the tracking details of their order.
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What is the minimum number of sales I need to make?
You can sell as little as 1 unit. And you only pay when an order has been submitted to luckypod.
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Do you offer tracked delivery?
Yes, all of luckypod's shipping methods have tracking. Note that the quality of tracking may differ for some local carriers.
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I need help with a customer’s order. Who should I contact?
You can always reach us by email Or via our Live Chat support located at the bottom of every page on our website and inside the luckypod App.
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How do I view my billing statements?
Go to Shopify → Billing → Payment History
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