Why didn't my order sync to OwnPrint?
Common reasons:
**Shopify:** product vendor must be "OwnPrint", SKUs must not be deleted.
**Etsy:** if you recently changed your store name, that's likely why. Reach out to support and we'll help you get it sorted. Also make sure your shipping profile includes "Ownprint" and that the connection hasn't expired.
How to place a manual order?
**Option 1: Manual Order Function**
Go to the [Orders](https://app.ownprint.co/dashboard/default/orders) section of your dashboard and click "Create Manual Order". Choose your product and its options, add the personalization details (and any required uploads), then enter the recipient's shipping address and submit. The order appears on your Orders page in a few seconds, ready to be paid.
**Option 2: Bulk Orders via CSV**
Create a Custom Store in your dashboard and upload a CSV file with multiple orders at once.
How to process or start fulfillment of an order?
Log in → Orders tab → Click order → Review details → Upload files/notes if needed → Complete payment → Order moves to production.
How to upload a note or additional files to the order
Go to Orders page → Click order → Scroll to "Additional Files" section → Click "Add Note" → Upload your files or notes.
How to change the card or design for an order?
Navigate to the order in your dashboard and click the pink "Replace" button on the card or design you'd like to change — this updates it directly for that specific order. You can also leave notes, but to avoid errors we recommend replacing the card or design directly in its dedicated field.
**Important:** make your changes before completing payment, as orders are processed automatically after payment.
How do I upload files or engraving notes before paying?
Navigate to the order in your dashboard. You can update files directly in their corresponding fields (front design, back design, mockups, message card, thank you card). For instructions to our team or any additional reference files beyond the standard design fields, use the "Additional Files & Notes" section per product. Make sure to complete all uploads before payment, as orders are processed automatically after.
Good to know: if the back engraving is plain text with no specific design of your own, you don't need to pre-create a design for it — as long as the text syncs with the order, our team takes care of preparing the engraving.
What happens if the engraving photo is missing or the personalization details are unclear?
We will place your order on hold. Our team will contact you via email to request missing information. Once you provide clear details, your order will be released for production.
What happens if I forget to submit the back engraving details or other personalization info?
Contact support with your order number and missing details. If back engraving was selected without text, our team will reach out via email. Order may be temporarily on hold.
What causes orders to be placed "on hold" and how can I fix it?
Common causes: Invalid address, missing engraving details, low quality images, back engraving selected without text, mismatched variants. Sometimes we also place internal holds for communication between our teams. We only reach out to you when something requires confirmation from your end. You can see the exact reason for the hold on your Orders page, shown right below the order's On Hold status. To fix: provide the missing info when contacted, or reach out to support.
Can I pay for multiple orders at once?
Currently, each order needs to be paid individually. We're actively working on introducing an automatic payment feature.
**Tip:** you can pay each order much faster with OwnPrint Points — they skip the card-details step entirely, which saves real time when you're processing several orders.
Can I cancel an order after it's placed?
If your order is not yet in production, cancellation is usually possible with a full refund. Once production begins, the order may no longer be eligible for a full refund — it depends on the status the order has reached (production, packing, or shipping). Contact support immediately with your order details.
Can I change the engraving details, card, or design after placing an order?
Changes are only possible if production has not yet begun — once an order is in production, packing, or shipping status, it can no longer be changed. If you need a change, submit a ticket right away via the [Support](https://app.ownprint.co/dashboard/support) page with your order number and the updated details. The sooner you reach out, the higher the chance we can apply the change.
Can I change order details before paying?
Yes! You can update engraving details, variants, quantity, shipping info, files, branding materials like message card and thank you card, and order notes before completing payment.
How does billing work? How long until I get paid?
OwnPrint does not handle your customer payments. Your customer pays you through the platform you sell on (Etsy, Shopify, etc.), and you pay OwnPrint for production and fulfillment when processing each order. How quickly you receive your money depends entirely on the platform you sell on and their payout schedule.
Can I change the shipping address on an order?
Yes — you can edit the shipping address on the order at any point before paying, since production only begins after payment. If the order has already been paid, contact Support right away and we'll check whether production has started; if it hasn't, we can usually still update the address.
My customer received the wrong item, color, chain, or a component is missing — what do I do?
If the wrong item was sent, the color or chain is incorrect, or something is missing from the package, that's an issue from our end — and we cover it. We'll remake or replace it at no charge. Send Support a ticket with the order details and clear photos so we can help quickly.
The engraving, design, or personalization was produced incorrectly or looks off — can you remake it?
Yes — if the engraving, design, or personalization was produced incorrectly on our side, we cover it fully and will remake or replace the item at no charge. Just send Support a ticket with the order details and photos so we can review it.
Can you place a replacement or remake order for me?
If there's an issue from our end — like the wrong item, damage, or incorrect engraving — we cover it and remake or replace the piece at no charge. Send Support the order details and photos, and our team will arrange the replacement process with you.
I was charged for back engraving by mistake or don't want it anymore — can I get credited?
If back engraving was charged by mistake, we credit it — contact Support with your order number. If you simply no longer want the back engraving: on an unpaid order, you can edit the order before payment; once production has begun, changes may no longer be possible, so reach out to Support as soon as you can.
Can I get an invoice for my orders?
Yes. You add your billing details on your first order (or set them up anytime under [Settings](https://app.ownprint.co/dashboard/setting) → Billing), and they're used on all your invoices going forward. After each order is placed, you'll receive the invoice by email — and you can also download all transactions for any time period from your Orders dashboard. If you need help with an invoice, contact Support with the order details and our team will assist you directly.
How do I update my payment information, billing settings, or currency?
You enter your billing details on your first order, and payment is completed when you review the order summary and choose your payment method. Billing information can be updated anytime in the [Settings](https://app.ownprint.co/dashboard/setting) tab, or on an individual order.
**About currency:** your customers always see prices in your store's own currency. Our prices are in EUR (our headquarters is in the EU), but payments are converted at checkout, so you can pay with any currency.
**Tip:** you can also use OwnPrint Points to lower order costs and speed up checkout.
Can I rush or prioritize my order?
We don't offer rush orders at the moment, but we'll always do our best to accommodate special requests — reach out to Support if timing is critical. All orders ship as soon as possible, typically within 2–5 business days, in the order they're received. For US orders, you can also choose Priority/Express shipping (1–3 business days delivery after dispatch).
Can I customize message cards for each order?
Yes! Navigate to the order in your dashboard and click "Replace" on the card field to upload a custom message card for that specific order.
What materials are used in OwnPrint's jewelry?
High-quality 304L stainless steel — hypoallergenic, lead-free, and tarnish-resistant. All materials are tested and fully compliant under the EU REACH regulation.
**Finishes:** Silver (polished stainless steel), Gold & Rose Gold (18k IP ion plating).
How do I upload my own design on the jewelry?
Log in → Product Catalog → "Upload Your Own Design" → Select jewelry shape → Upload or drag your design file onto the canvas → click "Apply and Continue" → complete the remaining steps and push to store.
How do I upload a message card that goes with the jewelry?
When you create a product, you'll reach the Message Card step — that's where you set up the card that ships with the jewelry. You can upload your own finished card design there, or build one from scratch using backgrounds, elements, text, and our AI message writer.
**Requirements for uploads:** PNG/JPEG/JPG, 1000×1000 px, under 5MB, non-transparent background.
What font limits do I have?
**Custom designs** (your own uploads, or designs built in our editor while creating a product): no font limitations at all — use any font you want. One note: if you use a custom font our team doesn't have and it's needed to produce an order, make sure to upload the font file with the order as well.
**Ready Made Designs collection:**
- Standard: Calibri, Cambria
- Custom: Ink Free, Segoe Script
- Handwritten: Chandelle Signature Script, Chemistry, Halloween Monoline
What are the actual font names OwnPrint uses in the Ready Made Designs collection?
For products from the Ready Made Designs collection:
**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
What engraving or character limits do I have?
**Coin-shaped & heart-shaped:** up to 50 characters.
**Tag-shaped:** up to 50 characters.
**Bar-shaped:** up to 25 characters.
More text is always possible — but the more text you add, the smaller the font size becomes, so keep the actual size of the pendant in mind (for example, a coin is 20×20mm).
What is the personalization technique?
Advanced, high-precision laser engraving. Crisp, detailed, permanent black engravings. Supports custom text, intricate designs, and photo engravings. Note that this is a precise surface engraving, not a deep engraving.
What is the price of the product? (Product Price List)
All products share the same base cost: the stainless steel (silver) base is €11, and gold or rose gold plating adds €1.
**Silver:** €11
**Gold/Rose Gold:** €12
**Back Engraving:** +€3.50
**Shipping:** €6.95 first item, +€3 each additional.
All prices in EUR, converted at checkout. Your profit is simply the difference between these costs and the retail price you set in your store.
Is the product real gold?
Not solid gold. Our jewelry is 304L stainless steel with 18k gold/rose gold IP (ion plating). It's hypoallergenic and tarnish-resistant, and all materials are tested and fully compliant under the EU REACH regulation.
How do I know if my uploaded photo is good enough for engraving?
High resolution, well lit, simple background, proper positioning. Our team will enhance older/cherished photos. If not suitable, we'll place on hold and contact you.
What file formats are accepted for engraving photos?
Any file type is accepted, but preferably SVG, PNG, JPEG, or JPG. Under 2MB.
Can I preview my personalization before placing the order or before the order ships out?
Not by default, as this is not part of our current workflow. However, upon request we can try to make it happen. Keep in mind that if a photo preview is provided, this will slow down the production and fulfillment time for your order, so the standard 2–5 business days may not fully apply.
What are the jewelry sizes and dimensions?
**Chains:**
- Necklace: 45cm + 5cm extender
- Bracelet coin: 18cm
- Bracelet bar: 14cm + 4cm extender
- Keychain: 5–6cm
**Pendants:**
- Coin: 20×20mm
- Horizontal bar: 35×6mm
- Vertical bar: 10×40mm
- Heart: 20×25mm
- Tag: 22×39mm
What is the AI Listing Optimizer?
The AI Listing Optimizer creates a fully search-optimized (SEO) listing for your product — the title, description, and all 13 Etsy tags — built around the exact words real buyers are typing into the search bar right now. It's how you make sure your product actually gets found, without hours of keyword research by hand.
Just answer 4 simple questions about your product:
1. What's the occasion?
2. Who's receiving the gift?
3. Who's buying the gift?
4. What's the design or personalization about?
Hit Generate, and in seconds your optimized title, description, and tags are ready. Review it, edit anything you like, and apply with one click.
Can you do special customization like extra birthstones, two pendants on one chain, a different chain, or a custom size?
Right now, our product setup doesn't support these extra options directly — but they're on our roadmap and we're actively working on making them available. In the meantime, requests like an extra birthstone on a necklace can often be handled manually: just reach out to our team, and we'll charge you for the extra and note exactly how to produce it on our end, so it's made the way your customer wants. So while you can't set it up automatically yet, we can usually make it happen — and fuller custom options are coming soon.
Can OwnPrint help create custom artwork like line art, star maps, or engraving-ready designs?
Yes — OwnPrint includes a large library of ready-made designs plus built-in AI design tools that can create brand-new jewelry designs from scratch, or reimagine existing ones. Every design is created to fit your jewelry shape, and the editor also lets you remove photo backgrounds, turn photos into line art or sketches, and fully customize text — no external design tools needed.
Where can I download mockups for all colors and variants, and why are some missing?
Every product is sold in all three plating colors by default. Mockups are generated during the product creation flow — at the Mockups step you choose which plating colors (gold, rose gold, silver) you want mockups for, and you can download or edit them right there. OwnPrint provides beautiful default mockups for every product, and you can also create unique ones with AI. If a mockup for a color is missing, it simply wasn't generated during that step.
Do you have design specs or templates for message cards and engraving areas?
Yes — the design editor shows your jewelry shape with a light outline marking the safe area where your design will be engraved, and the top left of the canvas shows the exact size of each charm. For message cards, you can upload your own finished card or build one inside OwnPrint using backgrounds, elements, and text tools — the exact dimensions and safe areas are visible right in the design editor and the message card editor.
Do you offer Priority/Express Shipping?
Yes! For US orders we offer Priority/Express shipping for €11.95 per order, with delivery in just 1–3 business days after dispatch. Priority/Express isn't available outside the US yet, but we're working on bringing faster delivery options to more regions.
My order is stuck at "label created" / ready for shipment status — what does this mean?
The shipping label has been generated, but the package has not yet been picked up by the carrier. It often takes 24–48 hours (up to 2 business days) for the carrier to scan and update tracking. If it's been more than 2 business days without an update, contact support with your order number.
What do I do if my customer says they didn't receive the item?
Log into your dashboard and check the tracking info for the order. Also ask your customer to confirm their shipping address is correct — and if it isn't, submit the correct address to us. If tracking doesn't show delivery, or if the package is marked delivered but your customer hasn't received it, contact support with the order number and details. We'll investigate and work to find a prompt resolution.
Where does OwnPrint ship from?
OwnPrint ships from two facilities:
- **EU orders:** Rotterdam, The Netherlands
- **US, Canada, Australia, New Zealand:** Montclair, California, USA
Orders are automatically routed to the nearest facility for faster delivery.
What countries do you ship to?
OwnPrint ships to the United States, Canada, Australia, New Zealand, the United Kingdom, and all EU countries. For a complete and up-to-date list of supported countries and specific shipping times, visit our [Shipping Times page](https://www.ownprint.co/shipping-times).
What is the shipping time?
Estimated shipping times after dispatch:
- **USA:** 2–5 business days
- **UK:** 3–6 business days
- **EU:** 1–10 business days
- **Canada:** 5–10 business days
- **Australia & NZ:** 10–15 business days
These do not include production time (typically 2–5 business days).
For the USA, we also offer priority shipping with 1–3 business days delivery.
How much does shipping cost?
**€6.95** for the first item, **+€3.00** for each additional item in the same order.
US Priority/Express: €11.95 (1–3 business day delivery).
All prices in EUR, converted at checkout.
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