FAQ about shipping

Table of Contents

Does Tapstitch ship worldwide?

• Yes, Tapstitch ships internationally. 
• However, some countries and regions have blocked or restricted international shipping. The product page provides information about the delivery area for any item.
  

How do I set up shipping rates on my online store?

• To dropship items from Tapstitch, you must set shipping rates.
• If you do not set shipping rates, your customers will not be able to place orders.
• To set up shipping rates on your online stores, follow the guides below: 
  • Shopify: how to set shipping rates on Shopify stores
  • WooCommerce: how to set shipping rates on WooCommerce stores
  • Wix: how to set shipping rates on Wix stores
  • BigCommerce: how to set shipping rates on BigCommerce stores
  • Squarespace: How to set up shipping rates on Squarespace stores
  • Etsy: how to set up shipping rates on Etsy stores

What kind of shipment will you use for my order?

• Items identified with a USA flag can be dispatched from America or China.
• Most small orders are fulfilled from America while with larger ones we recommend China as it is usually less expensive.
• Items dispatched from America primarily use air freight.
• Items dispatched from China can either be sent using air freight or sea freight, depending on your preference.
• Air freight is usually faster but more expensive, while sea freight is often slower but cheaper.

How long does it take for international shipping?

• The shipping time is dependant on the method chosen:
  
  • Special line: 10d avg; 95% in 15d.
  • International shipping: 5d avg; 95% in 7d.
  • Standard shipping: 25d avg; 95% in 30d
• These shipping times are estimates, not guarantees, and do not include the production time to customize products.
• These estimates exclude local holidays, occasional unavoidable events, and incorrect information (such as when customers provide the wrong address or contact information). 
• Each order has a tracking number that enables the monitoring of packages. 
• If you have any questions, you can also always contact Tapstitch’s customer service at info@tapstitch.com. 

What if I entered the wrong phone number when ordering?

• If you provided the wrong number, the package may fail to be delivered.
• Please get in touch with customer service as soon as possible if the parcel has not been shipped so Tapstitch can change the details: info@tapstitch.com.
• In cases where the customer has provided the wrong phone number, Tapstitch is not responsible for the cost of reshipping or refunding the order.

International Orders

• With international orders, Tapstitch will email you to confirm the correct phone number before shipping. 
• Orders will be held in Tapstitch’s warehouse for up to 90 days from the day of purchase if the phone number is not confirmed. 
• After this holding period, Tapstitch will dispose of the products and have no liability or responsibility for them.

How are logistics costs calculated?

• Logistics costs depend on the delivery address and the weight of the items. 
• When orders are placed, Tapstitch’s system will calculate the shipping fee based on the shipping method chosen.
• Various shipping choices are available on Tapstitch depending on order size, fulfillment location, and the desired speed of delivery. 
• How to easily check the estimated shipping cost for each product?

What if I have yet to receive my package after 20 days?

The following are the three main reasons packages are not delivered:

• Missed calls from the courier;
• Incorrect contact number provided at purchase;
• Incorrect shipping address provided at purchase. 

If the delivery failed for any of these reasons, please contact us at info@tapstitch.com with:

• the correct contact number/address;
• the available times for re-delivery.

Delays might also occur due to events outside of Tapstitch’s control, such as:

• Flight cancellations;
• National holidays;
• Striking workers.

What if my package is lost or damaged?

• Send photos of the damage to customer service at info@tapstitch.com within 7 days of receiving the package.
• If the freight company loses your package, we will arrange re-shipping as soon as possible.

My order shows it is being returned to the sender, what now?

• Orders are returned to the sender for many reasons, but usually, it’s due to 
  • incorrect address details on the package, making it undeliverable;
  • the package being unclaimed at customs;
  • the package being refused/returned. 
• You will be notified once the order arrives back at Tapstitch’s facility. 
• We advise contacting your customer to determine the situation and how they would like to proceed.
• If you wish to have the product reshipped, contact us with an updated, correct address where relevant. 
• New shipping charges will be applied to orders that have been returned to the sender because they were unclaimed at customs, returned, or had an incorrect address submitted at purchase.

What happens if a package wasn't delivered to my customer, but the tracking states that it was?

• If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Tapstitch will not cover the cost of reshipping or refunding the order. 
• There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address.
• Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. 
• If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped. 
• We're not yet able to assist with filing claims with shipping carriers, but we hope to do so in the future.

What if the recipient's address was wrong?

• If the order is yet to be shipped, please contact info@tapstitch.com so that we can modify the address. 
• If the address has changed, the customer will need to bear any possible shipping price difference.
• If the order has been shipped, the address cannot be modified.