Selling with Shopify - Frequently asked questions

Frequently asked questions

How does it work?

  • How will Represent fulfill my orders?

    After a 12-hour grace period has passed, Represent will submit your orders to our high-quality digital printer. It will no longer be possible to edit that order, and your Represent Shopify credit balance will be charged for the production costs of that order.

    Your order will be printed within 3 days of submission, and ship within 5 days. Standard shipping times then apply.

    If your customer’s order includes multiple items that we are fulfilling, we will automatically ship them in one package to save them extra shipping charges. We will then automatically update your customer’s tracking link in Shopify, and if your emails are set up correctly, your customer will receive a tracking update by email. It’s that easy!

  • How much do we charge? What is your pricing?

    For every order, we charge you production and shipping costs. The cost of printing is included in the price.

    Your credit balance will be charged a fixed amount for each time a product is ordered and routed to fulfilment.

    Style name Style number Price
    Gidan Short Sleeve Tee 2000 $8.50
    Next Level The Boyfriend Tee 3900 $10.50
    Next Level Unisex Fitted Tee 3600 $9.75
    Bella Canvas Short Sleeve Tee 6004 $10.00
    Bella Canvas Flowy Racerback Tank 8800 $12.50
    Gildan Pullover Sweatshirt 18000 $15.50
    Gildan Pullover Hoodie 18500 $18.50
  • How much does shipping cost?

    Shipping price for domestic orders is $3.99 and $1.50 for each additional item. For international orders, it is $8.99 and $4.00 for each additional item. We recommend to reflect these prices in your Shopify store.

Creating your Shopify products

  • Is there a limit to the number of products I can create?

    There is no limit to the number of products in your Shopify store.

  • I can’t add more colors and/or sizes to my Shopify product.

    On Shopify, products are limited to 100 variants. A variant is defined as one color, one size, and one style; for example, a Gildan Short Sleeve Tee, size S, in Red. If you choose to offer one style in three colors and six sizes (S–3XL), this is a total of 18 variants.

    If you’d like to add more sizes and/or colors to your offering, but cannot due to the number of variants, please create them as a separate product.

  • What is intellectual property, and how does it affect my Shopify products?

    Intellectual property rights protect individuals from the unauthorized use of original content by others. We do not want your product to be jeopardized in any way, so please ensure the material you use for a product is your own or that you have documented permission to use material from others.

    Represent does not endorse the use of stolen material, and will immediately shut down any Shopify product that infringes on Intellectual Property rights.

Billing

  • How do the credits work?

    We use prepaid credits to make your billing easier and more transparent. We will charge your balance every time we fulfill your Shopify order. You can see how many credits were used for each order in your billing history.

  • How do I recharge my credit balance?

    Visit the “Billing” tab in the Shopify section of your Represent dashboard. Here you can choose to make a one-time payment to recharge.

    We recommend setting up automatic payments that will recharge your credit balance by a fixed amount each time your balance becomes negative – so your buyers are never kept waiting!

  • My credit balance payment did not go through. What next?

    Please check your credit card balance, and contact your bank to see if they might have held your payment for any reason.

    Your card may have a weekly limit, or a monthly limit on online transactions. If the problem persists, please shopify@represent.com.

Fulfilment errors

  • Why is my order not being fulfilled?

    Represent will only fulfill your orders if your Shopify credit balance is positive. Visit the “Billing” tab in the Shopify section of your Represent dashboard. Here you can choose to make a one-time payment to recharge your balance.

    Your order cannot be fulfilled if the shipping address is invalid. You will be notified by email if this happens, and if possible, you will be prompted to fix the shipping address. Your order will remain paused, and will be processed as soon as the address is updated.

    Your customer’s order also cannot be fulfilled if it contains one or more items from products that have been taken down due to copyright infringement or violations of our terms and conditions. If this happens, you will be notified by email. Please instruct your customer to cancel their order, and create a new order.

  • A buyer contacted me saying their order is delayed. What should I do?

    We monitor shipping and printing delays daily, and we are in immediate contact with our print facility to resolve these issues if they occur.

    If the delay persists, please shopify@represent.com with the order number and our customer support team will get back to you with more information on how the issue is being handled.

  • A buyer contacted me saying their order was misprinted and/or damaged. How do I proceed?

    Please contact us and include a clear photo of the misprinted or damaged item. Our customer support team will get back to you with a resolution. We will check the uploaded artwork and contact our printing facility staff to find out whether the order was misprinted.

    If an item was misprinted or damaged, you can choose to either:

    - refund the buyer on your side, and then receive a refund of the production costs for that item.

    - If your buyer would prefer a replacement instead of a refund, we will be happy to have a replacement item printed and shipped at no additional cost.

  • A buyer contacted me saying their order was damaged after washing. Should I contact you?

    To best preserve the quality of any printed apparel, we recommend washing it on a cold cycle, inside out, and without tumble drying. By saving energy and protecting the environment, you can give your garments the longest life possible.

    Represent is not responsible for damage incurred by washing or natural wear and tear. We strongly suggest following the care instructions found on the inside label of the item. Unfortunately, if prints are washed on a higher temperature or tumble dried excessively, the print may come off.

    Should you wish to replace any items damaged by washing for your customer, you can do so by creating a new order for them, or by processing a refund on their order in your Shopify store dashboard.

Returns & Exchanges

  • What is your exchange policy?

    If your buyer is unhappy with the fit of their item, and would like to exchange for a different size, you can instruct them to return the unworn and unwashed item to the returns address on the shipping label and indicate their preference for an exchange.

    #400
    1680 Vine St
    90028 Los Angeles, CA

    Upon receipt of the package, our returns team will order a replacement item to be printed and shipped to the customer. The cost of printing and shipping will be charged to your Shopify credit balance.

  • What is your returns policy?

    At this time, we are unable to process refunds for undamaged items that the buyer would like to return. As such, we will not be accepting any returns.

    If you would like to give your buyers the opportunity to return undamaged purchases and receive a refund, please instruct them to return the merchandise to your personal address. You may then choose to refund the customer from your Shopify dashboard.

    Please note that if the item is misprinted or damaged in any way, we do not require the buyer to return their merchandise.

Shipping

  • Do you ship internationally? Are there any countries in the world you don’t ship to?

    We ship to most countries in the world. Unfortunately, we cannot ship to a limited number of countries where UPS does not deliver packages. Please click here for a list of these countries.

    If an order is submitted with a shipping address to a country where we don’t ship, you will be notified by email. We will not accept the order and your Shopify credit balance will not be charged.

  • One of my orders was submitted with an invalid address. What do I do?

    If your order is submitted with an invalid address, it will be flagged and we will try to fix the address to our best ability. An invalid address may include:

    - Countries we cannot ship to
    - a shipping address without a street number
    - an incorrect ZIP code

    If the address includes a country where we cannot ship, we will not accept that order and your credit balance will not be charged. It is up to you to refund that order to your customer.

    If the address is to a valid country, but is invalid due to an error, we will pause fulfilment for that order and it will show up as paused in your Shopify dashboard. You may then change the shipping address and unpause the order. If the problem persists, please contact shopify@represent.com and we’ll be happy to help.

  • A buyer contacted me saying they made a mistake in their shipping address. Can I fix it?

    Unfortunately, it is no longer possible to change the address of an order that has been routed to fulfilment.

    If, however, the order was submitted less than 12 hours ago, it can be cancelled in the grace period for submitted orders on Shopify. Please instruct the buyer to cancel their order and to create a new order with their updated shipping address.

  • A buyer’s package could not be delivered due to an incorrect shipping address.

    If a package is returned to sender, it will be returned to our address. Upon receipt of the package, you will receive an automatic email detailing the issue and asking for an update to the shipping address.

    After you have reached out to your buyer, please submit the corrected shipping address in the form provided, and we will be happy to reship the package to that address. Your Shopify credit balance will be charged for the additional shipping cost.

    If you do not wish the returned shipment to be processed, simply ignore the automatic message. You can optionally refund your buyer for the package they didn’t receive. Please note that our production costs for that shipment cannot be refunded.

  • A buyer was charged a customs fee on their international package. What do I do?

    International imports above a certain value may be charged a customs fee, value-added tax and/or handling fee by the customs bureau of the destination country. These charges are subject to change based on national legislation.

    Unfortunately, we cannot be responsible for import taxes charged by any government, and your buyers should be aware that importing merchandise from abroad may be subject to a fee. As a courtesy, you may wish to refund their orders for a symbolic amount such as the additional handling fee charged by their national postal service.

Other questions

If you have any other questions, please get in touch with our support team by emailing shopify@represent.com and we will do our best to reply within 24 hours!