`I have received a request to pay customs/duties on the items I ordered from you. Is this correct?`

In some cases, when an item is produced at a printing facility outside of your region or country, customs duties may be incurred. Unfortunately, this can happen when products are printed at facilities outside of your region. To resolve this, please pay the customs invoice. Once you have made the payment, please connect to our live agent, send us the receipt showing that the payment has been made, along with a copy of the DHL invoice you received. We will then process a refund for the amount you paid in customs.

`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?`

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?`

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:

Note: This is for the Legacy website

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)

Legacy website: United Kingdom, Canada, Sweden, Danmark, France, Ireland, Nederland, Germany, Norway, Belgique, Switzerland, Singapore, Brazil, Italia, Spain

New website:

Currently there is no option but we can check for customer's tracking link by accessing API Dashboard or Customer's order ID via shopify

`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 click here to go to the correct section. Otherwise, follow the steps below to track your packages and resolve the issue:

Multiple packages:

Legacy Website

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.

Legacy website: United Kingdom, Canada, Sweden, Danmark, France, Ireland, Nederland, Germany, Norway, Belgique, Switzerland, Singapore, Brazil, Italia, Spain

New Website

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:

- Visit our New website and log in to your account.

- Navigate to the “Orders” section.

3. 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?`

After reviewing the situation, it appears that our system did not detect that your order had already been cancelled, which is why it was still processed and sent to the courier. We apologize for any inconvenience. Rest assured that you will still receive a full refund for your order, as we have confirmed the cancellation. Furthermore, it is not necessary to return the goods to us, you can use or dispose of them at your convenience if you receive the order. If you receive the package, you can choose to collect it or leave it.

Our team is already working on fixing this issue.