This article is considered a living documentation of the frequently asked questions for customers who have experienced the initial transition from the website in Optimalprint.
I can see my order history but not the details of the orders. How can I reorder my old designs without redesigning?
We are continuously working on importing your order information to the new platform. You can contact us and we’ll find a solution for you to reorder the same design without redesigning from scratch.
I would like to order place cards but can't find it on the new website.
We are working hard to migrate all the products we have from the old website to the new one but at the moment, place cards are not yet available. You can still place an order for the place cards on the old website until further notice.
I would like to reorder a product/design I ordered previously. Can you help me do it on the new website?
To reorder without redesigning your products:
Log in to your Optimalprint account.
Click the profile icon in the top right corner of your screen (next to the paper and pencil icon).
Go to "My Orders."
Find the reorder option to add your previous order directly to your basket.
Take note: You will not have the option to make any changes to the design.
Can I still place an order and re-order our previous designs that were placed on the old website?
Yes except for US, you can still place an order to the old website until further notice. By then, the old website will no longer be available and we will fully migrate on the use of the new website. To log in to the old website, you may click on the following links:
Australia
United Kingdom
Ireland
New Zealand
Spain
Italy
I created a project on my app but I cannot see it on the website. What should I do?
Unfortunately, our app is not connected to our new website. The app will soon be discontinued as our new website will be built having friendly mobile versions meaning that you will navigate and have the same experience in between different platforms.
I have added items on my cart with a total amount qualified for free shipping but it is still charging me for the shipping fee on checkout. What should I do?
First, you need to check if the website is set to the correct country. Please note that we have different promotions set for different countries.
If your page is set to the correct country, please send us a screenshot of your checkout page so we can investigate.
The discount will only be applicable to orders placed on the new website
Why can't I view the inside of the cards during checkout?
We are currently working on having this feature added to our new website and we’d greatly appreciate your patience while this is in the works. If you have already placed the order, kindly contact us so we can provide you with a screenshot of the design that we received.
Why can I no longer preview the photo books the same way on the old website?
As we value the importance of checking the preview of the design, we definitely will bring this feature back to our new website. While it is currently in progress, we can only check the design from our side once the order is placed. Please contact us immediately if you wish to verify the design we received.
I ordered a few wall arts but only received 2 of them. Are the prints shipped separately? How can I track it? I only received one tracking information.
Orders containing multiple products, or multiple quantities of the same product, are mostly shipped in split packages. If you only received one tracking code for your order, you can check the order information in your account to verify. Go to My Account > click on the order ID under Order History.
If you are only seeing one tracking information, please contact us so we can double-check and find a solution for you.