Where are your printing partners based?
Our hybrid fulfilment model combines in-house production with outsourced manufacturing. In addition to our production facilities in the USA, UK and mainland Europe, we also work with more than 50 manufacturing partners in over 10 countries.
Where can you ship to?
Anywhere in the world! We have global fulfilment coverage and there’s nowhere we are not able to send orders.
What if I need to change the shipping address?
Our integrated systems mean that if the order hasn’t dispatched you can update the shipping address on the dashboard. This option isn’t available for all labs so if you are unable to make changes on the dashboard please email email@example.com and we will update it manually; providing the item hasn’t passed beyond the point where changes can be made.
What shipping or courier options are there?
There may be different shipping and courier options available depending on the country and product type. You can see these on your dashboard when you go to place an order or via the API.
What different shipping options do you support?
We have four different shipping options; each increasing in price and speed:
Budget shipping has slower delivery times than standard shipping and is typically sent using an untracked service (although all US orders are tracked). Standard shipping may be tracked or untracked for most print on demand products, depending on destination.
Express shipping is typically with a courier, will be tracked and will be a fast, premium service.
Overnight is only available in the UK & USA with certain labs.
We attempt to have at least budget and standard shipping options available for all products.
Do orders ship with tracking?
Tracking availability varies and will depend on the country, product type and shipping method, that have been selected with your order. Generally budget shipping is untracked and express is tracked (you can check the shipping service when you place the order).
To track your order we provide you with an email and tracking link when your product ships.
You can also login to the online dashboard to track your order progress.
What are your dispatch times?
Dispatch times vary between different product types and different labs operating in different time zones. Most print on demand products tend to be 1-4 days SLA (service level agreements) with our fast-moving global products - prints and posters, framed prints, canvas, phone cases, apparel - typically shipping within 24-48 hours.
How much will it cost to ship my order?
Delivery costs vary depending on the product and destination. You can download individual price sheets using our pricing and shipping tool. Located within your Prodigi dashboard, this feature enables you to filter by category, sub-category and shipping destination to generate instant pricing and shipping information for all the products in our product catalogue across all shipping destinations, allowing total delivered prices to be quickly determined.
Why are your UK shipping prices for cards more than the price of a stamp?
Our shipping cost price covers pick, pack, handling and packaging and is also a flat rate to offer simplicity for clients and their end customers. We prefer to put these costs of these services into the shipping price rather than bake it into the product price.
All of our UK shipping costs are a ‘flat rate’, which means for some orders it will be over the true cost of the shipping charge. Overall we aim to breakeven on our shipping costs and it is not considered a profit centre.
Simplicity is key to our approach – one flat rate no matter how many items or wherever the items are going in the UK - e.g. offshore or channel islands, etc. We believe this provides the best overall customer experience.
Do you ship to P.O. addresses?
In the majority of cases we can ship to P.O. Box addresses. However couriers like FedEx, UPS and DPD cannot deliver to these types of addresses, and framed prints and canvases are often too big to go to P.O. Boxes (other than in Australia).
How does pricing work when shipping multiple items?
Our shipping models typically have a column that shows the costs for including additional items. And many of our rolled prints are all flat rated for shipping, regardless of the quantities ordered.
When products are coming from multiple different labs then the individual shipping costs will be combined.
Why hasn’t my order been delivered yet?
All items have estimated delivery times shown in our price lists and apps to give you an idea of how long it typically takes to deliver a product to various countries around the world.
Factors which could delay delivery times include:
- Mistyped or incorrectly formatted address
- Customs and import restrictions
- Failed delivery attempts (i.e. no one home to receive the order)
- Postal strikes
- Other adverse conditions (such as storms and natural disasters)
If there is a protracted delay with your order then our customer support team will typically deal with this proactively. Alternatively, if an order is outside the expected delivery window then please contact firstname.lastname@example.org for additional information.
Occasionally, orders do get lost in the mail - more often, we find, when being shipped untracked to less common shipping destinations. In the event that an order is not received within 30 days of ordering, we’ll be more than happy to send a replacement. Just let us know at email@example.com and we’ll make the arrangements on your behalf. Please note however that we cannot offer free replacements for orders not received due to an incorrect address.
What happens if a product is damaged in transit?
We ask for a photo of the damaged goods, and we’ll then gladly send a free replacement.
Where will my order be shipped from?
Upon receiving your order, our print API automatically routes it to the fulfilment centre nearest to your customer for printing, packing and shipping, resulting in shorter shipping distances, faster delivery times and less environmental impact.