Frequently Asked Questions

Can I connect multiple stores to my OwnPrint account?

Yes, you can connect multiple stores to your OwnPrint account! Whether you’re running several Shopify sites, Etsy shops, or a mix of platforms, you can manage all your stores from a single dashboard, making multi-store management quick and effortless. To connect a new store: - Go to your Stores dashboard: [Manage Stores](https://app.ownprint.co/dashboard/stores) - Click "Add Store" and follow the prompts for your desired platform. If you need help connecting your store, check out our step-by-step video guides for Shopify and Etsy below. Need more guidance? Our support team is always here to help!

Helpful Resources:

Store Dashboard

Packaging & Branding

What's in the box? What does the packaging include?

Each OwnPrint jewelry order is delivered in elegant, secure packaging designed to delight your customers and elevate your brand. Here's what's included in every standard shipment: - Durable kraft shipping box for safe delivery - Protective wrapping foil - Customizable gift box (option to add your logo—see below) - Custom message card tailored to your design - Necklace or chosen jewelry item displayed inside - Handmade wax melt, individually wrapped in gold foil (adds a luxury touch) - Soft cleaning cloth for jewelry care - Branded or customizable thank you card You can personalize the gift box and thank you card with your brand’s logo for a premium unboxing experience. Want to see exactly how everything looks? [Watch our quick unboxing video ➜] For details on setting up branded packaging, check out these tutorials: - [How to Add Premium Branded Jewelry Boxes with Your Logo](https://www.youtube.com/watch?v=-vl76WXTX3g) - [How to Set Up Branded Thank-You Cards](https://www.youtube.com/watch?v=owUlE0BSO-w) To configure your custom packaging or message cards, log in to your dashboard: [OwnPrint App](https://app.ownprint.co)

Helpful Resources:

Dashboard

Add Premium Boxes Set Up Thank-You Cards

How can I add my logo or brand to the gift box packaging?

You can add your logo or brand to your jewelry gift boxes using our hot-stamp branding option. Here’s how it works: - To get started, place an upfront order for at least 48 branded boxes through your OwnPrint dashboard: [Order Branded Packaging](https://app.ownprint.co/dashboard/default/orders). - A one-time €30 setup fee applies for your custom metal stamp, which is used to imprint your logo on every box. - The production time for your first order is 9–12 days. Restock orders typically take 6–9 days. - Once your branded boxes are ready, we’ll automatically use them for your future orders so your brand is always featured front and center! Watch a step-by-step video on how to add premium branded jewelry boxes with your logo: [Watch Tutorial](https://www.youtube.com/watch?v=-vl76WXTX3g) If you need further assistance, feel free to reach out via our [Support](https://www.ownprint.co/support) page.

Helpful Resources:

Orders Support

Add Premium Boxes

Why is there a minimum order quantity (MOQ) for branded gift boxes? Why do I need to pay upfront?

We require a minimum order quantity (MOQ) of 48 branded gift boxes and upfront payment because creating branded packaging involves custom production just for your brand. Here’s why: - **Custom Metal Stamp:** For your first order, we make a unique metal stamp with your logo, which takes 9–12 business days to produce. This stamp is then used to create your branded boxes. - **Stock and Availability:** The MOQ ensures we keep your branded boxes in stock at our fulfillment centers, so they’re ready to include with your jewelry orders as soon as they’re placed. - **Upfront Payment:** This covers the costs of custom materials and the production process. For restock orders, production is faster—just 6–9 business days, since your stamp is already made. You can easily manage your branded packaging through your [OwnPrint dashboard](https://app.ownprint.co). For a step-by-step guide on setting up premium branded jewelry boxes, check out the video below.

Helpful Resources:

Dashboard

Add Premium Boxes

Can I customize the text on the shipping box?

Currently, it’s not possible to customize the text on the exterior shipping box—both the kraft shipping box and the sticker on handmade gifts come standard and do not support personalization at this time. However, you can add your own branding and custom messaging inside the package by including: - A custom message card (placed with your jewelry product) - Branded thank-you cards - Premium branded jewelry boxes with your logo We’re actively working on offering more shipping box customization options in the near future. For step-by-step tutorials on how to add custom inserts and branded packaging elements, please see the relevant video guides below. If you have more questions or want to stay updated on new packaging features, please visit our support page: https://www.ownprint.co/support

Helpful Resources:

Support

Add Message Cards Set Up Thank-You Cards Add Premium Boxes

How can I customize the thank you cards?

You can easily customize the thank you cards that are included with your jewelry orders! Here’s how: 1. Go to the Stores section in your OwnPrint dashboard: [Stores Dashboard](https://app.ownprint.co/dashboard/stores) 2. Select your store and enable the “Thank You Card” option. 3. Upload your own thank you card design. Make sure your file matches the following requirements: - Format: PNG, JPG, or JPEG - Size: A6 (1240x1740 px or 1740x1240 px) - Max file size: Under 2MB Pricing: Each thank you card costs €0.35 per order and is only charged when you place an order. If you don’t upload a design, a standard OwnPrint thank you card will be included at no extra charge. For step-by-step instructions, watch our video tutorial: [How to Set Up Branded Thank-You Cards](https://www.youtube.com/watch?v=owUlE0BSO-w). If you have any questions or need help with your design, feel free to [contact our support team](https://www.ownprint.co/support)!

Helpful Resources:

Set Up Thank-You Cards

Will my customers know that Ownprint shipped my product?

No, your customers will not know that OwnPrint shipped their product. We operate as a fully white-label Print-On-Demand supplier: - Your store’s name (not OwnPrint) appears on the shipping label. - There is no mention of OwnPrint anywhere on the packaging or in the shipment. - We do not include invoices, receipts, or any marketing materials from OwnPrint in the package. - Your customer never receives emails or communications directly from OwnPrint. This ensures the entire unboxing experience looks and feels like it came directly from your brand.

Integrations & Store Setup

What platforms does OwnPrint integrate with?

OwnPrint offers direct integrations with the following e-commerce platforms: - Shopify - Etsy - WooCommerce - Squarespace You can easily connect your store to start selling personalized jewelry in just a few minutes. More integrations are coming soon—stay tuned! To get started, simply visit your OwnPrint Stores dashboard to connect your store: https://app.ownprint.co/dashboard/stores If you need help setting up, check out our step-by-step video tutorials for Shopify and Etsy integration below.

Helpful Resources:

Store Dashboard

How do I connect my store?

To connect your store to OwnPrint, follow these simple steps: 1. Log in to your OwnPrint dashboard. 2. Go to the "Stores" section: [https://app.ownprint.co/dashboard/stores](https://app.ownprint.co/dashboard/stores) 3. Click "Connect" next to your eCommerce platform (Shopify, Etsy, Squarespace, or WooCommerce). For detailed, step-by-step instructions, check out our video tutorials for your specific platform: - **Shopify:** [How to Connect Your Shopify Store to OwnPrint](https://www.youtube.com/watch?v=fZzA0Y2nvog) - **Etsy:** [How to Connect Your Etsy Store to OwnPrint | Step-by-Step Guide](https://youtu.be/flNC_8oiS50) If you need further help, you can also find written guides and resources in our [Learn tab](https://app.ownprint.co/dashboard/learn). Still have questions? [Contact support](https://www.ownprint.co/support) anytime — we're here to help!

Helpful Resources:

Store Dashboard Learning Center Support

How do I list OwnPrint products on my store?

To list OwnPrint jewelry products on your store, please follow these steps: 1. Make sure your store is connected to OwnPrint. If you haven’t done this yet, go to the 'Stores' section in your dashboard to connect Shopify, Etsy, WooCommerce, or Squarespace. 2. Navigate to the Product Catalog in your OwnPrint dashboard: https://app.ownprint.co/dashboard/product-catalog. 3. Browse and select a jewelry product you’d like to sell. 4. Customize the product as needed by uploading your design, adding message cards, or choosing branded packaging options. 5. Assign the product to a collection (if applicable), set your retail price, and adjust product details. 6. Click 'Push to Store' to publish the product directly to your online store. For step-by-step video tutorials, check out our guides for your platform below: - Shopify: [How to Import Jewelry Products from OwnPrint to Shopify](https://www.youtube.com/watch?v=IHtepEBxEGY) - Etsy: [How to Import Jewelry Products from OwnPrint to Etsy](https://youtu.be/aE9xPM0Kj8c) If you need further help, please visit the Support page: https://www.ownprint.co/support.

Helpful Resources:

Import Products to Shopify Import Products to Etsy

Why isn’t my Etsy listing visible? I pushed a product to Etsy but cannot see it in my listings

When you push a product from OwnPrint to Etsy, the product is sent to your Etsy "Drafts" section by default. This allows you to review and finalize the listing details before making it live for shoppers. To publish your product and make it visible in your Etsy shop: 1. Go to your Etsy dashboard. 2. Navigate to Listings → Drafts. 3. Find the product you just pushed from OwnPrint. 4. Open the draft listing and click 'Publish' to make it live. Tip: You can also access your listing directly from OwnPrint. Head to your Stores section in OwnPrint, click 'View Store', then click the Product ID to go straight to your Etsy listing. For a step-by-step video guide on this process, please see: [How to Import Jewelry Products from OwnPrint to Etsy](https://youtu.be/aE9xPM0Kj8c). If you need more help, check our [Support Center](https://www.ownprint.co/support) or reach out to us directly!

Helpful Resources:

Import Products to Etsy

Can I sell Ownprint products on Amazon or eBay?

You can sell OwnPrint products on Amazon or eBay, even though we don't have direct integrations with these marketplaces. Here’s how you can do it: 1. Connect your Shopify store to OwnPrint, and import your jewelry products from OwnPrint to Shopify. 2. Use a multi-channel app like CedCommerce to list your Shopify products on Amazon or eBay. 3. When a customer places an order on Amazon or eBay, it will automatically sync to your Shopify store and then to OwnPrint for fulfillment. This setup ensures automatic order syncing and fulfillment, just like our direct integrations. For a detailed guide on connecting Shopify with OwnPrint, check out these video tutorials: - [How to Connect Your Shopify Store to OwnPrint](https://www.youtube.com/watch?v=fZzA0Y2nvog) - [How to Import Jewelry Products from OwnPrint to Shopify](https://www.youtube.com/watch?v=IHtepEBxEGY) Need more help? Visit our [Support Center](https://www.ownprint.co/support).

Helpful Resources:

Connect Shopify Store Import Products to Shopify

Can I sell Ownprint products on Tiktok?

Yes, you can sell OwnPrint jewelry products on TikTok if you are using Shopify! Here’s how it works: 1. Connect your Shopify store to OwnPrint. You can then push OwnPrint products into your Shopify store. 2. Use Shopify’s official TikTok Shop integration to list your products on TikTok Shop directly from your Shopify store. 3. When customers place orders on TikTok, the order flow is: TikTok ➜ Shopify ➜ OwnPrint. Orders are automatically synced and fulfilled like any direct integration. **Important Fulfillment Note:** - TikTok requires sellers to fulfill orders within 2 days. This is achievable for most EU destinations with OwnPrint. For US orders, shipping may take a bit longer, so please plan accordingly to ensure you meet TikTok’s requirements. **Get Started:** - To connect your Shopify store to OwnPrint and import products, follow this step-by-step video: [How to Connect Your Shopify Store to OwnPrint](https://www.youtube.com/watch?v=fZzA0Y2nvog). - For more details or to manage your products, visit your [OwnPrint Dashboard](https://app.ownprint.co/dashboard/product-catalog). If you need help, feel free to contact [OwnPrint Support](https://www.ownprint.co/support).

Helpful Resources:

Connect Shopify Store

What are the production partner information for Etsy?

When setting up OwnPrint as your production partner on Etsy, you'll need to provide our fulfillment location and relevant details. OwnPrint operates two fulfillment centers: 🇺🇸 **United States Facility** - Location: Montclair, California - Zip Code: 91763 🇳🇱 **European Union Facility** - Location: Rotterdam, The Netherlands - Zip Code: 3073 AE You can list either or both locations as your production partner on Etsy. Rest assured, U.S. orders are always shipped from our U.S. facility, and European orders from our EU location—ensuring prompt delivery to your customers. **Need more guidance?** See our step-by-step video on connecting OwnPrint to your Etsy store.

Helpful Resources:

How do I set up OwnPrint as a production partner on Etsy?

To set up OwnPrint as your production partner on Etsy, please follow these steps: 1. In your Etsy Shop Manager, go to 'Settings' and select 'Production Partners.' 2. Click the 'Add a new production partner' button. 3. Enter the following details: - **Name:** OwnPrint (or 'Trusted Fulfillment Partner') - **Location:** - 🇺🇸 Montclair, California, 91763 (for U.S. orders) - 🇳🇱 Rotterdam, The Netherlands, 3073 AE (for EU orders) - **About Production Partner:** > "OwnPrint helps fulfill my custom jewelry products. I create or customize the designs and OwnPrint handles the production and shipping. Orders are shipped with my own branding, thank-you cards, and other custom inserts." 4. Click 'Save Partner.' 5. Assign OwnPrint as the production partner for each of your relevant product listings. **Note:** - OwnPrint will automatically ship U.S. orders from our U.S. facility and EU orders from our EU facility, regardless of which location you list as the production partner. For more details on integrating OwnPrint with Etsy, check our step-by-step video guide below: - [How to Connect Your Etsy Store to OwnPrint | Step-by-Step Guide](https://youtu.be/flNC_8oiS50) If you have any questions or need support, visit our [Support Page](https://www.ownprint.co/support).

Helpful Resources:

Support

What should I write for “What is this partner’s role in your business?” when setting up the production partner on Etsy?

When setting up OwnPrint as a production partner on Etsy, you can use the following description for the question: 'What is this partner’s role in your business?': "OwnPrint helps me produce my custom-designed jewelry. I create or personalize the jewelry designs, and OwnPrint handles the printing, production, and shipping. All orders are fulfilled under my brand, with my selected packaging and branding inserts." This explanation is transparent and aligns with Etsy’s requirements for disclosing production partners, while making it clear that you are the designer and OwnPrint is responsible for production and logistics. For a step-by-step tutorial on integrating OwnPrint with Etsy, please see our video guide: [How to Connect Your Etsy Store to OwnPrint](https://youtu.be/flNC_8oiS50). If you need further assistance, you can manage your store and production partners directly via your [OwnPrint dashboard](https://app.ownprint.co/dashboard/stores).

Helpful Resources:

Store Dashboard

How to create a collection/section on Etsy

To push your jewelry products from OwnPrint to your Etsy store, you'll need to have at least one active shop section (also known as a collection) set up on Etsy. Shop sections help you organize your products, such as by type or theme (e.g., "Custom Necklaces" or "Gift Ideas"). Here’s how to create a shop section on Etsy: 1. Go to your Etsy Shop Manager. 2. Click on "Listings" from the side menu. 3. On the left sidebar, click on "Manage your sections". 4. Click "Add Section". 5. Name your new section (for example: "Custom Necklaces"). 6. Click "Save". After adding at least one section, you'll be able to assign your imported jewelry products from OwnPrint to these sections and smoothly push your products to your Etsy store. For a step-by-step overview of importing products from OwnPrint to Etsy, check out our video tutorial below. If you have more questions about integrating OwnPrint with Etsy, please reach out to our support team.

Helpful Resources:

Store Dashboard

Import Products to Etsy

How do I collect engraving details from my customers on Shopify?

To collect engraving or personalization details from your customers on Shopify, you'll need to use a product customization app. Many OwnPrint sellers have success with the 'Variant Product Options' app by Relentless, but any Shopify app that lets customers enter custom text at checkout will work. Here's how it works: 1. Install your chosen product options app on your Shopify store (e.g., Variant Product Options by Relentless). 2. Set up a custom text field for each product that requires engraving. This allows your customers to enter their engraving message during purchase. 3. When an order is placed, the engraving details entered by the customer will automatically sync to your OwnPrint dashboard for production. 🔔 Important: To ensure your integration continues to work smoothly, do not delete the default OwnPrint variants or SKUs from your products in Shopify. You may rename them or adjust pricing, but avoid removing or replacing them. For a step-by-step walkthrough, watch our video tutorial below. If you need more help, please contact our support team: https://www.ownprint.co/support

Helpful Resources:

How do I collect engraving details from my customers on Etsy?

To collect engraving or personalization details from your Etsy customers: 1. **Built-in Personalization Field:** - When you push an OwnPrint product to Etsy through our integration, the Etsy listing will automatically have the "Personalization" option enabled by default. - Customers can enter their engraving text or personalization details during checkout. This information will sync automatically to your order in the [OwnPrint dashboard](https://app.ownprint.co/dashboard/default/orders). 2. **Image & File Uploads:** - Etsy’s built-in personalization field does **not** support image or file uploads. If your product requires a customer’s photo or handwriting (e.g., pet portrait jewelry), instruct the buyer to send their image via Etsy Messages or by email. - After receiving the file, manually upload it to the order under "Additional Files/Notes" in your OwnPrint dashboard for processing. **Tip:** - You can add clear instructions for personalization (including where to send images) using Etsy’s listing editor. This helps ensure your customers know exactly what details or files you need before placing an order. For a step-by-step walkthrough on setting up your Etsy store with OwnPrint, check our video tutorial: [How to Connect Your Etsy Store to OwnPrint | Step-by-Step Guide](https://youtu.be/flNC_8oiS50). If you have further questions, visit our [Support Page](https://www.ownprint.co/support) or contact us — we're here to help!

Helpful Resources:

Orders Support

How do I collect engraving details from customers on WooCommerce or Squarespace?

To collect engraving or personalization details from your customers on WooCommerce or Squarespace, you'll need to add custom input fields to your product pages. This lets customers enter their engraving requests during checkout, and these details will sync automatically to your OwnPrint dashboard (as long as you don’t remove or change the product variants or SKUs). **For WooCommerce:** - Use plugins like **Product Add-Ons** or **Extra Product Options** to create customizable fields (e.g., text boxes for engraving instructions) directly on your product pages. **For Squarespace:** - You can add a **custom form block** to your product page or use third-party solutions such as **Foxy.io** or **Advanced Product Fields** to enable customers to input their engraving details. After your customers submit their engraving instructions, the information is included in the order details and will sync to your [OwnPrint Dashboard](https://app.ownprint.co) for fulfillment. If you need a step-by-step example (using Shopify as a reference, but the same logic applies for custom fields), please see our video tutorial below: - [How to Collect Engraving Details from Your Customers](https://www.youtube.com/watch?v=SNW61wZBjh4) For any additional questions, feel free to reach out to our [Support center](https://www.ownprint.co/support).

Helpful Resources:

Dashboard Support

Does the OwnPrint app work with trial accounts on Shopify?

No, the OwnPrint app does not work with trial accounts on Shopify. To connect and use the OwnPrint app, your Shopify store must be on a paid Shopify plan. Once your store is upgraded, you'll be able to integrate OwnPrint and start adding jewelry products to your store. For a step-by-step guide to connecting your Shopify store, check out our tutorial: [How to Connect Your Shopify Store to OwnPrint](https://www.youtube.com/watch?v=fZzA0Y2nvog). You can also access the OwnPrint app here: [OwnPrint App Dashboard](https://app.ownprint.co).

Helpful Resources:

Dashboard

Connect Shopify Store

How do I re-connect my store?

To re-connect your store to OwnPrint, please follow the steps below based on your selling platform: **For Shopify:** 1. In your Shopify admin, go to the **Apps** section and uninstall the OwnPrint app if it is already installed. 2. Reinstall the OwnPrint app by visiting the Stores page in your OwnPrint dashboard: [Stores Page](https://app.ownprint.co/dashboard/stores) 3. Click “Connect” under the Shopify logo, then follow the on-screen steps to complete the connection. For a step-by-step video guide, watch: [How to Connect Your Shopify Store to OwnPrint](https://www.youtube.com/watch?v=fZzA0Y2nvog) **For Etsy:** 1. Visit the [Stores Page in your OwnPrint dashboard](https://app.ownprint.co/dashboard/stores). 2. Click “Connect” under the Etsy logo. This will start the re-sync process. Follow the prompts to authorize the connection. For a detailed walkthrough, watch: [How to Connect Your Etsy Store to OwnPrint | Step-by-Step Guide](https://youtu.be/flNC_8oiS50) If you need further help, contact our [Support Team](https://www.ownprint.co/support).

Helpful Resources:

Orders & Payment

My order won’t sync — what should I do?

If your order didn’t sync to OwnPrint, don’t worry — this is usually easy to resolve! To help us investigate and get your order synced quickly, please contact our support team and include all of the following details: - Your OwnPrint account email - Your shop URL (Etsy, Shopify, etc.) - The order number from your sales platform With this information, we can promptly check in our system, identify the cause, and manually sync your order if needed. ➡️ Tip: Sync issues are often caused by missing integrations or permission changes. If you’d like to troubleshoot on your own, visit your Stores dashboard here: https://app.ownprint.co/dashboard/stores to double-check your store connection status. Once we've resolved this specific order, we'll also guide you through the steps to prevent syncing issues in the future! If you want a step-by-step on connecting your store, please check out the relevant setup video below.

Helpful Resources:

Why didn’t my order sync to OwnPrint?

We're sorry your order didn't sync to OwnPrint! Let's get it sorted out quickly. There are a few common reasons why orders sometimes fail to sync from your store to OwnPrint: **For Shopify:** - The product’s vendor name must remain set to "OwnPrint" - Default SKUs generated by OwnPrint products must not be deleted or changed **For Etsy:** - Shop name must match the one connected to OwnPrint (if you change your Etsy shop name, you need to reconnect in OwnPrint) - Shipping profile name must include the word "Ownprint" - Store connection may have expired—simply reconnect your Etsy store in OwnPrint If you've checked these and are still having trouble, please contact our support team and provide: - Your OwnPrint account email address - Your shop URL - The affected order number from your store/platform We'll be happy to investigate and sync your order manually if needed! **Useful resources:** - [Shopify Orders Not Syncing? Watch our Shopify integration guide.](https://www.youtube.com/watch?v=fZzA0Y2nvog) - [Etsy Orders Not Syncing? See our Etsy integration tutorial.](https://youtu.be/flNC_8oiS50) Need more help? You can also reach us through our [Support page](https://www.ownprint.co/support).

Helpful Resources:

Support

I can't pay for my order — what’s wrong?

If you're unable to complete payment for your order, don't worry! This issue is usually caused by a product variant being altered during import, which can be quickly fixed on our end. To help us resolve this as fast as possible, please contact our support team and include the following details: - Your OwnPrint order number - Any error message you see (a screenshot is helpful, if possible) Once we receive this information, our team will investigate and resolve the issue so you can proceed with your payment right away. You can view and manage your orders directly in your dashboard here: [OwnPrint Orders](https://app.ownprint.co/dashboard/default/orders) If you’d like a step-by-step guide on processing orders, we recommend this video tutorial: [How to Process Your Orders](https://www.youtube.com/watch?v=wT9E8lbZJKw) Need further assistance? Reach out to us anytime via our [Support Page](https://www.ownprint.co/support).

Helpful Resources:

Orders Support

How to place a manual order?

To place a manual order with OwnPrint, you have the following options: **1. Place a Single Order via Sample Shop Checkout** - Visit [ownprint.shop](https://ownprint.shop). - Add your desired jewelry product(s) to your cart. - At checkout, enter your customer’s shipping address so the order is shipped directly to them. **Important:** Use your own email address, not your customer’s, to avoid sending them automated notifications from OwnPrint. We will email you the tracking number once your order ships. **2. Bulk CSV Import (Coming Soon)** - If you need to submit multiple orders at once, our CSV bulk order feature will soon be available in your dashboard. You’ll simply fill in your order details using a provided template and upload it to your OwnPrint dashboard for fast, easy processing of hundreds of orders in one go. For more information on order processing, check out our video tutorial: [How to Process Your Orders](https://www.youtube.com/watch?v=wT9E8lbZJKw). If you have any questions or need help with manual orders, please contact us at [OwnPrint Support](https://www.ownprint.co/support).

Helpful Resources:

Sample Shop Support

How to process an order?

To process an order with OwnPrint, follow these simple steps: 1. Log in to your OwnPrint account at [https://app.ownprint.co](https://app.ownprint.co). 2. Go to the [Orders tab](https://app.ownprint.co/dashboard/default/orders). 3. Click on the order you want to process to view its details. 4. Review the order information. If needed, you can edit details, add notes, or upload files (such as engraving instructions or custom message cards). 5. Once everything looks correct, proceed to complete the payment for the order. 6. After payment is confirmed, the order will automatically move into production and you’ll receive updates as it progresses. For a detailed walkthrough, watch our video tutorial: [How to Process Your Orders](https://www.youtube.com/watch?v=wT9E8lbZJKw). If you have additional questions or need further assistance, feel free to reach out to our [Support Team](https://www.ownprint.co/support).

Helpful Resources:

Orders Support

How to upload a note or additional files to the order

To add a note or upload additional files to your order on OwnPrint: 1. Log in to your OwnPrint account and go to the Orders page: [https://app.ownprint.co/dashboard/default/orders](https://app.ownprint.co/dashboard/default/orders) 2. Click on the order you want to update. 3. Scroll down to the "Additional Files" section. 4. Click "Add Note" to upload images, documents, or leave special instructions for your order. - You can upload up to 5 files or notes per order. If you prefer a visual guide, you can watch our step-by-step video tutorial here: [How to Process Your Orders](https://www.youtube.com/watch?v=wT9E8lbZJKw&t=35s). If you need further assistance, feel free to contact our support team: [https://www.ownprint.co/support](https://www.ownprint.co/support)

Helpful Resources:

Orders Support

How to change the card or design for an order?

You can update the card or design for your OwnPrint order by uploading the new file in the ‘Additional Files/Notes’ section of the order. Important: Please ensure you upload your changes before completing payment, as orders are processed automatically after payment is made and changes cannot be made afterward. To make these changes, go to the Orders page in your OwnPrint dashboard (https://app.ownprint.co/dashboard/default/orders), select your order, and use the ‘Additional Files/Notes’ area to add the new card or design. For a detailed step-by-step walkthrough, we recommend watching our video tutorial below.

Helpful Resources:

Orders

How do I upload files or engraving notes before paying?

To upload engraving notes, custom files, or special instructions before paying for your order: 1. Log in to your OwnPrint account and go to the [Orders page](https://app.ownprint.co/dashboard/default/orders). 2. Click on the relevant order. 3. Scroll down to the 'Additional Files/Notes' section. 4. Here, you can upload engraving instructions, card designs, customer photos, or add any special requests. 5. Make sure to complete this step before proceeding with payment, as changes can’t be made afterwards. For a step-by-step video guide, check out our tutorial below. If you have any questions or need assistance, please [contact our support team](https://www.ownprint.co/support).

Helpful Resources:

Orders Support

Why is my order on hold?

Orders can be placed on hold for several common reasons, including: - Invalid or incomplete shipping address (shipping label cannot be created) - Missing or unclear engraving details (such as star map date/location, photo for engraving, or low-quality images) - Ambiguous design notes or instructions - Payment and engraving options mismatch (for example, selecting 'no back engraving' but submitting engraving information) When an order is on hold, our team will contact you via email to clarify or request the missing information. Your order will remain on hold until we receive a response, which may impact production time depending on how long the issue takes to resolve. You can view the status of your orders anytime by logging into your OwnPrint dashboard: [OwnPrint Orders Dashboard](https://app.ownprint.co/dashboard/default/orders) If you need help understanding how to process your orders, watch our step-by-step guide: [How to Process Your Orders](https://www.youtube.com/watch?v=wT9E8lbZJKw) If you need further assistance, please contact our support team: [OwnPrint Support](https://www.ownprint.co/support)

Helpful Resources:

Orders Support

What happens if the engraving photo is missing or the personalization details are unclear?

If the engraving photo is missing, unclear, or the personalization details provided are of low quality, we will place your order on hold to avoid production errors. Here’s what happens next: - Our team will contact you promptly via the email address on file to request missing information or clarification. - Once you provide the necessary and clear details, your order will be released for production. ⏳ Please note: The time taken to resolve these issues may cause a slight delay in your order’s processing and production. To avoid delays, we recommend ensuring the engraving details and photos are clear and correctly uploaded when placing your order.

Helpful Resources:

Orders

What happens if I forget to submit the back engraving details or other personalization info?

If you forget to submit the back engraving details or other personalization info when placing your order, don't worry! Here's what you can do: - Simply contact our support team with your OwnPrint order number and the missing details. We're happy to add this information for you. - If you selected back engraving but didn't include the engraving text, our team will usually reach out via email to confirm the required details. Your order may be temporarily placed on hold until we receive your response to ensure the product is made exactly as you want. To avoid order delays, we recommend double-checking all personalization information before submitting payment. For a step-by-step guide on how to collect engraving details from your customers and manage this information in your workflow, check out our video tutorial below.

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Support Orders

What causes orders to be placed “on hold” and how can I fix it?

Orders on OwnPrint may be placed “on hold” if there is missing or unclear information required to process your order. Some common reasons include: • Invalid or incomplete shipping address • Missing engraving details (such as no provided text or photo) • Uploaded images that are too low quality or unclear • Back engraving selected, but no engraving details entered • Mismatched product variants or incorrect pricing selections When an order is placed on hold, our team will contact you via email with the specific reason and instructions for how to resolve the issue. If you want to speed up the process, you can also contact OwnPrint Support directly, including your order number and any missing details: https://www.ownprint.co/support Once we have all the required information, we’ll update your order and release it into production. Please note that while your order is on hold, there may be a slight delay in fulfillment. To avoid orders being placed on hold in the future, we recommend: - Double-checking shipping address and engraving details when submitting orders. - Ensuring images meet our quality requirements. You can refer to our tutorial on how to upload your designs: https://www.youtube.com/watch?v=aPsU8FNSgkk If you have ongoing concerns or need help with a specific order, you can view and manage your orders here: https://app.ownprint.co/dashboard/default/orders

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Support Orders

Upload Designs

Can I pay for multiple orders at once?

Currently, each order on OwnPrint needs to be paid for individually. Since most jewelry orders are personalized and may require custom details or review, a separate payment ensures each order is processed accurately. We understand that paying for multiple orders at once would save time, and we’re actively working on introducing an automatic payment feature to streamline this process. Stay tuned for updates! If you have questions about managing your orders, you can view and process them in your OwnPrint Dashboard: https://app.ownprint.co/dashboard/default/orders

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Orders

Can I cancel an order after it’s placed?

Yes, you can request to cancel an order after it’s been placed, but please note that timing is crucial. - If your order has not yet entered production, cancellation is usually possible and may be eligible for a full refund. - Once production has begun, we may have already incurred costs, and the order may not be eligible for a full refund or cancellation. To cancel an order: 1. Log in to your OwnPrint account and go to your Orders page: [View Your Orders](https://app.ownprint.co/dashboard/default/orders) 2. Contact us immediately through our [Support Center](https://www.ownprint.co/support) with your order details, so we can check the status and assist you as quickly as possible. For more information on cancellations, refunds, and related terms, please review our [Refunds and Returns Policy](https://www.ownprint.co/policies/returns-refunds-policy). If you need guidance on managing your orders, our video tutorial on processing orders may be helpful: [How to Process Your Orders](https://www.youtube.com/watch?v=wT9E8lbZJKw)

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Orders Support Returns & Refunds Policy

Can I change the engraving details, card, or design after placing an order?

Yes, you can request changes to the engraving details, card, or design after placing your order—but it’s important to act quickly! **How it works:** - If your order hasn’t entered production yet, we can usually update engraving information, message cards, or design files at no additional cost. - Once an item is in production, changes may not be possible or could incur extra fees, depending on how far along the process is. **To request changes:** 1. Email our support team immediately at [support@ownprint.co](mailto:support@ownprint.co) with your order number and the updated details. 2. The sooner we receive your update, the higher the chance we can make the changes before production starts. **Tip:** If your order is already in the "Processing" phase on your [OwnPrint Orders dashboard](https://app.ownprint.co/dashboard/default/orders), please contact us right away. For more information about collecting engraving details or adding message cards, check out our tutorials: - [How to Collect Engraving Details from Your Customers](https://www.youtube.com/watch?v=SNW61wZBjh4) - [How to Add Custom Message Cards to Your Products](https://www.youtube.com/watch?v=_Z2Cfj51pJE) If you have any other questions, please [reach out to our support team](https://www.ownprint.co/support)—we’re here to help!

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Orders Support

Collect Engraving Details Add Message Cards

Can I change order details before paying?

Yes, you can change your order details before completing payment! You can update the following before you pay: - Engraving details - Product variants (style, color, etc.) - Quantity - Shipping information - Order notes To make changes, simply go to the [Orders section in the OwnPrint app](https://app.ownprint.co/dashboard/default/orders). Click on your draft order to edit any details before checking out. Once everything looks good, you can proceed to payment. Need a step-by-step walkthrough? Watch our video guide below.

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Orders

Product & Personalization

What materials are used in OwnPrint’s jewelry?

OwnPrint jewelry is crafted primarily from high-quality 304L stainless steel, making it hypoallergenic, nickel-free, and lead-free—safe for sensitive skin and suitable for everyday wear. We offer several elegant finishes: • Silver: Polished 304L stainless steel • Gold & Rose Gold: 18k IP (Ion Plating) for a durable, long-lasting shine that resists tarnishing For more details or to view specific product materials, please visit our product catalog: [OwnPrint Product Catalog](https://app.ownprint.co/dashboard/product-catalog)

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Product Catalog

How do I upload my own design on the jewelry?

Uploading your own design to our jewelry products is simple! Here’s how you can do it: 1. Log in to your OwnPrint account at [app.ownprint.co](https://app.ownprint.co). 2. Go to the [Product Catalog](https://app.ownprint.co/dashboard/product-catalog). 3. Click on “Upload Your Own Design” and select your preferred jewelry shape. 4. Upload or drag and drop your design file. Please be sure to check the file requirements shown on the upload page. 5. Click “Apply Design to Mockups” to generate your product previews. 6. Push the finished product to your store—done! When a customer purchases the item, your design will be automatically engraved along with any personalization details you’ve set up. ► [Watch our quick step-by-step video tutorial](https://www.youtube.com/watch?v=aPsU8FNSgkk) for a visual walkthrough! Need more help? Visit our [Support Page](https://www.ownprint.co/support) or the [Learn tab](https://app.ownprint.co/dashboard/learn).

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Dashboard Product Catalog Support Learning Center

Upload Designs

How do I upload a message card that goes with the jewelry?

To upload a custom message card that will be printed and shipped with your jewelry: 1. When you import a product in the OwnPrint app (https://app.ownprint.co), look for the Message Card Upload section on the product customization page. 2. Drag and drop your design file into this section. 3. Please ensure your file meets these requirements: - Format: PNG, JPEG, or JPG - Size: 1000 x 1000 pixels - Max File Size: Under 5MB - Background: Non-transparent (solid or fully opaque) This personalized message card is a great way to add branding or emotional value to your jewelry products. For step-by-step visual guidance, watch our video tutorial: How to Add Custom Message Cards to Your Products. If you need further assistance, please visit our Support page: https://www.ownprint.co/support

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Dashboard Support

Add Message Cards

Can I customize message cards for each order?

Absolutely! You can customize the message card for each jewelry order placed with OwnPrint. Simply upload your unique message card design during the order process: 1. Go to the Orders page in your OwnPrint dashboard. 2. While processing your order, locate the "Additional Files/Notes" section. 3. Upload your custom message card design before you complete the payment. This ensures that the correct card is printed and included with the corresponding product for each order. Need a step-by-step guide? Watch our quick tutorial on how to upload a custom message card during the order process . If you have any further questions, please visit our Support Center .

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Orders Support

What font limits do I have?

Your font options depend on how you create your jewelry designs with OwnPrint: ▶️ **Using OwnPrint’s Pre-Made Designs** - You can select from our standard engraving fonts: - Standard: Calibri, Cambria - Custom: Ink Free, Segoe Script - Handwritten: Chandelle Signature Script, Chemistry, Halloween Monoline - If you need a different font, simply upload a sample in the **Additional Files** section when placing your order and add a note—our team will do their best to match it. ▶️ **Uploading Your Own Custom Designs** - You’re free to use any font in your design. We will engrave your piece exactly as submitted. If you need help with the upload process or have questions about font compatibility, our support team is always here to help! You can also review our product catalog and manage your orders directly in your dashboard: - [Product Catalog](https://app.ownprint.co/dashboard/product-catalog) - [Orders Dashboard](https://app.ownprint.co/dashboard/default/orders) For a step-by-step guide on uploading designs and collecting engraving details from your customers, check out our tutorial: - [How to Collect Engraving Details from Your Customers](https://www.youtube.com/watch?v=SNW61wZBjh4)

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Product Catalog Orders

What are the actual font names Ownprint uses for pre-created products?

At OwnPrint, we use specific fonts for text on our pre-created jewelry products to ensure clear engraving and an attractive appearance. Here are the font names we currently use for each style: • Standard 1 – Calibri • Standard 2 – Cambria • Custom 1 – Ink Free • Custom 2 – Segoe Script • Handwritten 1 – Chandelle Signature Script • Handwritten 2 – Chemistry • Handwritten 3 – Halloween Monoline (Personal Use) If you'd like to use a different font for your custom jewelry, you can upload your own font file and include a note in the "Additional Files" section when placing your order in the [OwnPrint App](https://app.ownprint.co). Our team will review your request and do our best to accommodate it. For a step-by-step guide on collecting engraving details from your customers, check out our tutorial: • How to Collect Engraving Details from Your Customers: https://www.youtube.com/watch?v=SNW61wZBjh4 If you need further assistance, please [contact our support team](https://www.ownprint.co/support).

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Dashboard Support

What engraving or character limits do I have?

Character limits for engravings depend on the shape of your jewelry: • Coin-shaped pieces: Up to 50 characters • Bar-shaped pieces (vertical or horizontal): Up to 25 characters These limits help ensure your text stays clear and legible. While it is possible to include more text, please note that the engraving area is small (for example, coins are 20x20mm). Adding extra words will reduce the font size, which may affect readability. If you’re comfortable with smaller text, we’re happy to resize and adapt your design—just let us know your request when submitting your order! To learn how to upload your engraving details or custom designs, check out our tutorials below.

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Product Catalog

Collect Engraving Details Upload Designs

What is the personalization technique?

At OwnPrint, we personalize all jewelry pieces using advanced, high-precision laser engraving. This technique ensures: - Crisp, detailed, and permanent black engravings that will not fade or wear off over time - Support for custom text, intricate designs, or even photo engravings—allowing you to create truly unique and meaningful jewelry for your customers Laser engraving provides a timeless and elegant finish, ideal for adding a personal touch to every jewelry piece. You can easily upload your custom designs, text, or images directly in the OwnPrint app when creating products. For a step-by-step guide on uploading your designs or collecting personalization details, please see the recommended tutorial videos below.

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Product Catalog

Collect Engraving Details Upload Designs

What is the price of the product? (Product Price List)

Here are the current base prices for OwnPrint jewelry and related services: **Jewelry Base Prices:** - Silver-Colored: €11 - 18k Gold-Plated: €12 - 18k Rose Gold-Plated: €12 (Prices apply to all jewelry types: necklaces, bracelets, keychains) **Optional Add-ons:** - Back Engraving: + €3.50 **Shipping:** - €6.95 for the first item - +€3 for each additional item in the same order _All prices are in euros (€). During checkout, prices will be automatically converted to your local currency as needed._ For a full, up-to-date product catalog with pricing details, please visit: [OwnPrint Product Catalog](https://app.ownprint.co/dashboard/product-catalog). If you're new to setting up products or want guidance on importing them to your store, check out our tutorial: [How to Import Jewelry Products from OwnPrint to Shopify](https://www.youtube.com/watch?v=IHtepEBxEGY) or [How to Import Jewelry Products from OwnPrint to Etsy](https://youtu.be/aE9xPM0Kj8c). If you have further questions or need personalized assistance, please [contact our support team](https://www.ownprint.co/support).

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Import Products to Shopify Import Products to Etsy

Is the product real gold?

Our gold and rose gold jewelry is not made from solid gold. Instead, these items are crafted from high-quality 304L stainless steel, which is then coated with a durable layer of 18k gold or rose gold using advanced ion plating (IP) technology. This ensures a beautiful, long-lasting gold appearance—at a more affordable price than solid gold. Key features: - Premium 18k gold/rose gold IP plating - Hypoallergenic and nickel-free - Tarnish-resistant and suitable for everyday wear If you’d like to learn more about our jewelry materials or see our full product catalog, you can visit our product catalog here: https://app.ownprint.co/dashboard/product-catalog If you have any other questions, feel free to contact our support team: https://www.ownprint.co/support

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How do I know if my uploaded photo is good enough for engraving?

For the best engraving results on your jewelry, your uploaded photo should meet the following guidelines: • **High Resolution:** The image should be clear, not pixelated or blurry. • **Well Lit:** Avoid dark shadows or overexposure; good lighting helps bring out details. • **Simple Background:** A clean background and a clear, distinct subject work best. • **Proper Positioning:** For portraits, the subject should be centered and front-facing. We understand that sometimes you may only have a cherished or older photo available (such as for memorials). Our expert design team will do their utmost to enhance and adapt your image for engraving. If your photo isn’t suitable for high-quality engraving, we’ll place your order on hold and contact you for a better version before moving forward. This ensures you and your customers receive the best possible result. If you’d like more tips on preparing images and uploading designs, check out our video tutorial here: • [How to Upload Your Designs to Any Jewelry Shape](https://www.youtube.com/watch?v=aPsU8FNSgkk) You can upload and manage your orders directly in our app: [OwnPrint Orders Dashboard](https://app.ownprint.co/dashboard/default/orders) If you have any questions or need help choosing a suitable photo, feel free to contact our support team: [OwnPrint Support](https://www.ownprint.co/support)

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Orders Support

Upload Designs

What file formats are accepted for engraving photos?

We accept photo files for engraving in the following formats and size requirements: **If you're selling through Shopify using a customization app:** - You don't need to worry about the photo format! As long as your app collects the image correctly, it will automatically sync to OwnPrint in the right format for engraving. **If you are uploading the photo manually through the OwnPrint dashboard:** - Accepted formats: PNG, JPEG, JPG - Minimum size: 1000 x 1000 pixels - File size: Under 2MB - Background: The image must have a non-transparent background To upload, just go to the 'Additional Files' section of your order before completing payment. For more guidance, please see our tutorial on collecting and uploading engraving details: [How to Collect Engraving Details from Your Customers](https://www.youtube.com/watch?v=SNW61wZBjh4)

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Orders

Can I preview my personalization before placing the order or before the order ships out?

At this time, personalization previews are not automatically available before an order is placed and paid. Once your order is placed and payment is received, our system begins processing your request. If you’d like to review a proof of your personalized design before engraving, please leave a note during checkout (in your OwnPrint app or connected ecommerce store) requesting a preview. Our team will happily provide you with a proof and hold production until you approve it. Forgot to request a preview? Don’t worry—our experienced designers always ensure your engraving is crafted with care. However, if you’d like to see a preview after ordering, just contact our support team and we’ll assist you promptly. For more details on collecting personalization details and managing orders, check our app dashboard: [Order Management](https://app.ownprint.co/dashboard/default/orders).

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Orders

What are the jewelry sizes and dimensions?

Our jewelry comes in a variety of shapes and sizes to fit your customers’ preferences. Here’s a quick overview of our most popular dimensions: **📏 Chain Sizes** - **Necklace:** 45 cm + 5 cm extender (approx. 18 inches) - **Bracelet (coin):** 18 cm - **Bracelet (bar):** 14 cm + 4 cm extender - **Keychain:** Approximately 5–6 cm (chain + ring) **💎 Pendant & Shape Sizes** - **Coin:** 20 × 20 mm - **Bar (vertical):** 10 × 40 mm - **Bar (3D):** 5 × 40 mm - **Bar (horizontal):** 6 × 35 mm - **Bar (bracelet):** 6 × 39 mm - **Heart:** 20 × 25 mm - **Tag:** 22 × 39 mm **🔄 Compatibility Guide** - All pendant shapes are compatible with necklace chains and keychains - Bracelet chains are compatible with coin and bar shapes only For exact measurements and details for each product, please check the product descriptions on our [Product Catalog](https://app.ownprint.co/dashboard/product-catalog). If you need help importing or customizing jewelry products, this video shows you how: [How to Import Jewelry Products from OwnPrint](https://www.youtube.com/watch?v=IHtepEBxEGY). If you have questions about a specific item, feel free to [contact our support team](https://www.ownprint.co/support)—we’re happy to help!

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Import Products to Shopify

Shipping

My order is stuck at “label created” / ready for shipment status — what does this mean?

When your order is stuck at “Label Created” or “Ready for Shipment” status, it means that the shipping label has been generated, but the package has not yet been picked up by the carrier. Here’s what this means: - It often takes 24–48 hours (up to 2 business days) for the carrier to scan and update the tracking information once the label is created. - During this period, your OwnPrint dashboard will show the status as “Ready for Shipment” — indicating the order is waiting for carrier pickup. - The order will be marked as fulfilled once the carrier officially scans the package and it is on its way. If it’s been more than 2 business days without an update to the tracking status, please contact our support team with your OwnPrint order number so we can assist you promptly: https://www.ownprint.co/support. You can review your orders anytime in your dashboard: https://app.ownprint.co/dashboard/default/orders Thank you for your patience!

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Orders Support

What do I do if my customer says they didn’t receive the item?

If your customer says they haven’t received their jewelry order, please follow these steps: 1. Log into your OwnPrint dashboard and locate the specific order number (https://app.ownprint.co/dashboard/default/orders). 2. Double-check the tracking information provided for the shipment (you can find tracking details on the order page). 3. If the tracking does not show delivery, is missing, or if the package is marked as delivered but your customer still hasn’t received it, please contact our support team via [our Support page](https://www.ownprint.co/support) with the OwnPrint order number and any relevant details. Our team will investigate the issue, review the tracking details, and work with you to find a prompt resolution for your customer. If you’d like guidance on managing orders through OwnPrint, you can review our video: [How to Process Your Orders](https://www.youtube.com/watch?v=wT9E8lbZJKw). We're here to help ensure your customers have a great experience!

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Orders Support

Where does OwnPrint ship from?

OwnPrint ships Print-On-Demand jewelry orders from two main fulfillment centers: - For EU orders: Rotterdam, The Netherlands - For US, Canada, Australia, and New Zealand orders: Montclair, California, USA Your customer's order will be produced and shipped from the facility closest to the delivery address for faster fulfillment. This allows for quicker shipping times and a smoother experience for your buyers. If you have any questions about shipping or processing orders, you can check your orders anytime from your dashboard: [OwnPrint Orders Dashboard](https://app.ownprint.co/dashboard/default/orders). For additional support, please visit our [Support Center](https://www.ownprint.co/support).

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Orders Support

What countries do you ship to?

OwnPrint currently ships jewelry products to a wide range of countries, covering the United States, Canada, Australia, the United Kingdom, and all countries within the European Union. If you are interested in a complete and up-to-date list of supported countries, as well as specific shipping times for each destination, please visit our official Shipping Times page: https://www.ownprint.co/shipping-times If you have any questions about a specific country or need additional support, feel free to reach out to our support team anytime.

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Shipping Times Support

What is the shipping time?

Shipping times with OwnPrint depend on the destination country. Once your order is fulfilled and dispatched from our facility, you can expect delivery within the following timeframes: - **USA:** 2–5 business days - **UK:** 3–6 business days - **European Union:** 1–10 business days (varies by country) - **Canada:** 5–10 business days - **Australia & New Zealand:** 10–15 business days *Please note: These are estimated shipping times and do not include order fulfillment/production time (typically 1–3 business days).* For detailed shipping times to all supported countries, please refer to our [Shipping Times page](https://www.ownprint.co/support). You can always track all your orders and shipping status from your [OwnPrint Orders Dashboard](https://app.ownprint.co/dashboard/default/orders).

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Support Orders

How much does shipping cost?

Shipping costs for OwnPrint jewelry orders are as follows: - €6.95 for the first item in your order - €3.00 for each additional item in the same order For US customers, we also offer Priority/Express Shipping: - €11.95 for 1-3 business day delivery How it works: - If you order 1 item, shipping is €6.95. - If you order 2 items, shipping is €6.95 + €3 = €9.95. - Each additional item adds €3. All shipping prices are shown in euros and will be converted to your local currency automatically at checkout. You can view your shipping costs and track orders directly in your OwnPrint dashboard: [OwnPrint Orders Page](https://app.ownprint.co/dashboard/default/orders). If you have further questions about shipping or order processing, our support team is here to help: [OwnPrint Support](https://www.ownprint.co/support).

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Orders Support

Is shipping included in the product price?

No, shipping is not included in the product price. OwnPrint charges a flat-rate shipping fee for each order: - €6.95 for the first item - €3.00 for each additional item in the same order These shipping rates apply regardless of the destination. You will see the total shipping cost clearly displayed during the order process in the OwnPrint app. For more details on placing and managing orders, you can visit the Orders page in your dashboard: https://app.ownprint.co/dashboard/default/orders If you have further questions about shipping or order processing, our support team is here to help: https://www.ownprint.co/support

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Orders Support

Do you offer Priority/Express Shipping?

Yes, OwnPrint offers Priority/Express Shipping for US orders only at this time. - **Cost:** €11.95 per order - **Delivery Time:** Typically 1-3 business days after dispatch Please note: - Priority/Express Shipping is not currently available for orders outside the US. - Processing times for Print-On-Demand jewelry still apply before an order ships. You can view and manage your orders in your OwnPrint dashboard: [Go to Orders](https://app.ownprint.co/dashboard/default/orders) If you need help managing shipping or fulfilling orders, please visit our [Support Center](https://www.ownprint.co/support).

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Orders Support

How long does fulfillment take?

Fulfillment for OwnPrint jewelry orders typically takes 2–5 business days from the moment your customer places an order in your store. During this time, we personalize, pack, and prepare your jewelry for shipping from our US or EU facilities. Please note that fulfillment times may vary slightly during peak seasons or holidays. Once the order is fulfilled, tracking information will be automatically updated in your OwnPrint dashboard. You can manage and track your order statuses any time here: https://app.ownprint.co/dashboard/default/orders

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Orders

Taxes & Policies

Will my customers be charged taxes, customs, or tariffs?

No, your customers will not be charged any additional taxes, customs duties, or tariffs at delivery. At OwnPrint, all orders shipped to the US are sent from our US facility, and all EU orders are fulfilled from within the EU. This means your customers in these regions will not face surprise import fees, taxes, or customs charges when receiving their jewelry orders. If you or your customers are located outside of the US or EU, local customs regulations may apply. We recommend checking with your local customs office for more details if you plan to ship to other countries. For more information about our policies, please refer to our Returns & Refunds Policy: https://www.ownprint.co/policies/returns-refunds-policy

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Returns & Refunds Policy

Will Ownprint charge me tax?

OwnPrint may charge tax on your orders depending on your location and VAT status: - **US Sellers:** No tax is charged on your purchases. - **EU Sellers with a valid VAT number:** No VAT is charged. Please ensure your VAT number is added and verified in your [account settings](https://app.ownprint.co/dashboard/stores) to avoid unnecessary VAT charges. - **EU Sellers without a valid VAT number:** VAT will be applied to your orders, as required by law. - **Netherlands-based Sellers:** We are required to charge 21% VAT on all orders, regardless of VAT number status. **Tip:** Always keep your VAT number updated in your OwnPrint account to ensure accurate tax handling. To update your tax details, go to the [Stores settings in your dashboard](https://app.ownprint.co/dashboard/stores). If you need more details, feel free to check our [Support page](https://www.ownprint.co/support) or contact us directly.

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