I have received a request to pay customs/duties on the items I ordered from you. Is this correct?
I have received a request to pay customs/duties on the items I ordered from you. Is this correct?
Most of our products are printed locally in your country. However, in some cases, we may need to use one of our trusted printing partners in another country to ensure the best possible quality and that your product meets our standards.
If you have been asked to pay customs duties or import fees, this is because the item was produced at a printing facility outside your country or region. When this happens, local customs authorities may apply additional charges, which are unfortunately beyond our control.
If you are asked to pay any customs or duty fees, please request a copy of the customs invoice. Feel free to contact us with this documentation, and we’ll be happy to review it and assist you further.
My order has been returned to Optimalprint, can you resend it?
My order has been returned to Optimalprint, can you resend it?
We cannot resend undelivered orders if the post returns them to us. All undelivered orders are automatically recycled. Please contact us if you accidentally entered the wrong address and the order hasn't been shipped, or there was some other problem with the delivery.
What Do I Do If My Parcel Is Missing?
What Do I Do If My Parcel Is Missing?
If you can't find your parcel, don't worry! Follow these steps to locate it and get the help you need.
Check the Tracking Link
Start by checking the tracking link provided in your order confirmation email. This link gives you the latest updates on your package's location.
If the Status Shows “Delivered”
If the tracking link indicates that your package has been delivered, but you haven't received it, try the following:
Look Around Your Home: Check common delivery spots such as your porch, mailbox, or garage.
Ask Neighbors and Family Members: Sometimes, packages are received by someone else on your behalf.
Check Safe Places: Delivery personnel might leave packages in hidden spots to keep them safe.
If you still can't find your parcel, please connect to our live agent for further assistance.
If the Status Shows “In Transit”
If the tracking link shows that your package is still in transit, consider these points:
Check for Recent Updates: Look for the latest status update. If there hasn't been any new information in the last 48 hours, it might be delayed.
Wait for a Few Days: Sometimes, shipping delays occur. If there’s no update for more than 7 days, please connect with our live agent.
Contact Support
If your parcel is missing despite checking the above steps, our support team is here to help. Please connect with our live agent with your order details, and we'll assist you in locating your package or arranging a replacement if necessary.
We understand that waiting for a package can be stressful, and we're committed to ensuring you receive your order. Follow these steps, and let us help you resolve any issues with missing parcels.
Where can I find my tracking link?
Where can I find my tracking link?
Once we printed your order, and we prepare it for shipping, a shipping label will be automatically generated along with a tracking link which will help you follow the delivery progress.
Usually, an email is automatically sent from us to your registered email address which contains the tracking link. However, if you did not receive an email from us, you can find the tracking link in your account by following the steps below:
1. Log in to your account and click on “Your orders”
2. Choose the order you wish to track, and there you should have the tracking link (or multiple links if the order is split into multiple packages)
What if my order has arrived incomplete or missing parts?
What if my order has arrived incomplete or missing parts?
Incomplete or Missing Items in Your Order
If you've received only part of your order, it may have been split into multiple packages. This is common for larger orders or when items vary in size. If this is not the case, please connect with us via live chat. Otherwise, follow the steps below to track your packages and resolve the issue:
Multiple packages:
1. Check Your Shipping Confirmation Email:
- Locate the shipping confirmation email we sent when your order was dispatched.
- This email contains tracking numbers for each package. Make sure to check all tracking numbers.
2. Log in to Your Account:
- Go to our website and log in to your account.
- Navigate to the “Your Orders” section.
3. Review Order Details:
- Select the relevant order.
- Check if there are multiple tracking links under the order details. Each tracking link corresponds to a separate package.
4. Track Each Package:
- Click on each tracking link to view the latest delivery status.
- Note that packages might arrive at different times.
Additional Tips
Contact Support: If you’ve checked all tracking links and some items are still missing, please contact our customer support team for assistance.
Be Patient: Sometimes, one package might arrive earlier than others due to various shipping factors.
By following these steps, you can ensure that you have all the information needed to track your packages and receive your complete order. Thank you for your understanding and patience!
What happens if my order is shipped even though I have cancelled it?
What happens if my order is shipped even though I have cancelled it?
Our system may not detect your cancellation, which was not registered immediately, which is why the order continued to be processed and was handed over to the courier. Please rest assured that once the cancellation is fully confirmed, a full refund will still be issued.
If the order is delivered despite the cancellation, there is no need to return the items. You may keep, use, or dispose of them as you wish. Alternatively, you may also choose not to collect the shipment if that is more convenient for you.