Go to Dashboard

How can we help?

Popular articles Welcome to Gelato API! Getting Started Guide (Manual Orders) Getting Started Guide (Shopify integration) What hangers are a good fit for my poster size? How can I order a framed poster? What print products do you offer? Where can I find product dimensions? How can I check your product pricing? How does the sign-up promotion work? Can I claim back the VAT of my order? Why do I get charged VAT on some orders and not others? VAT on local printing and delivery within EU In which countries do you have local production? How quickly do you deliver? How do I estimate the pricing for shipping? Where can I find the flat rates for shipping? How do I see where a specific product is being printed? I receive an error message when I try to place an order. What should I do? Email Notification from Gelato: Order [123] is on hold - Action required Do you offer 24/7 customer support? What is you return policy and quality guarantee? How do I report a problem with my order? How do I place a manual order via the Gelato Dashboard? How do I check the order status in the Gelato Dashboard? How do I check shipping method and tracking in the Gelato Dashboard?

What is the typical flow of an order and its possible statuses?

Once your customers place an order, the status will go to "Passed" if everything goes well or "Failed" if there are any issues with the file. 

You can review the most common reason for failed orders here.


If the file is correct, it will be sent to our print partner at midnight (local time in the destination country/region) and typically printed the next morning - the status will change to "Printed"Note: Once the order is "Printed" it cannot be cancelled any longer. 

More information on cancelling an order can be found here.

The order will then be dispatched to the shipping address provided - the status will change to "Shipped" and a tracking link will be available. Note: You cannot update shipping address details after the status is changed to "Shipped"

More information on updating shipping address details for an order can be found here.

Should anything go wrong during the process, the status of your order item will be changed to "Failed"


It is very important that you understand the order flow, the main statuses an order item can have and the actions you can perform on an order. Please refer to our technical documentation for more detailed information if you are integrating your website/store via our APIs.






Was this article helpful?
0 out of 0 found this helpful