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What happens when an order is sent to multiple print locations?

Split orders are currently supported for orders being placed via Shopify, Etsy, Woocommerce, and direct API. Manual orders placed through the Gelato dashboard may also be split. Support for orders placed via other channels will be released soon. 

We deliver to more than 200+ countries worldwide and have local production in 32 countries thanks to our network of more than 130+ print partners

This makes us less vulnerable to border disruptions and delays. This also enables us to ensure that we print each part of your order in the smartest way possible based on our print partners’ capabilities as well as your customers’ shipping addresses.

We strive to have as many products printed with the print partner closest to your customer as possible. When it is not possible to print all parts of an order with the same print partner we will split your order into multiple orders. This way we are able to get each part of the order to your customer in the fastest and most effective way. 



Your customer, who lives in Paris, France, buys 3 mugs, 2 framed posters, and a photo book from you, in one order from your Shopify store. The order number in Shopify is #1068. Gelato determines that the order should be split into: 

  • #1068 (1/2): Printed at print location 1 located in France and containing 3 mugs and 1 photo book 
  • #1068 (2/2): Printed at print location 2 located in Germany and containing 2 framed posters

The order is split into 2 separate orders. You can tell they are connected as both retain your original order number and have the (Part # /Total number of parts) after the order number. 

We send all tracking codes to Shopify so that your customer gets the tracking information in the shipping confirmation email. 

In this case, your customers will receive 2 packages - one from Print location 1 and one from Print location 2 and each package will have its own tracking number which can be found in the order details page. 

  • Working with split-orders

When an order is split, it is divided into a number of orders depending on how many locations are needed. You can easily see which orders are split by the end of their order number where we add (Part # / Total number of parts), e.g. (1/2) for the first order out of 2 orders. 

If you added Packaging Insert and Branded Label and the order is split: one Packaging Insert is assigned per order and one Branded Label is assigned to each package. As a result, if an order containing multiple products is split into two or more packages, where only one package contains a poster product, only the package with a Poster product should retain the Packaging Insert and Branded Label.

The parts of a split order are like individual, independent orders. That means that you can reorder, update the shipping address, and cancel individually for each part. 

  • Advantages of splitting orders

By splitting orders, we can most effectively route each part of the original order so that your customers get the products in the fastest possible way. It also secures that you are able to correctly report your tax for each order as the tax of an order is determined by multiple factors, including print location. Having all items in an order related to one print location ensures that you can effectively and correctly report and pay taxes. 

  • Calculating shipping price

The shipping price is calculated separately for each part of the split order with the same rules and logic that we use for all orders. 


Continuing the example from above when the customer had bought 3 mugs, 2 framed posters, and a photo book, the original order was split into 2 orders. 

  • #1008 (1/2): Printed at print location 1 located in France and containing: 3 mugs and 1 photo book 
  • #1008 (2/2): Printed at print location 2 located in Germany and containing: 2 framed posters

The shipping price for 1068 (1/2) will be calculated as: 

First item price for 1 mug + additional price for 2 mugs + first item price for 1 photo book

The shipping price for 1068 (2/2) will be calculated as: 

First item price for 1 framed poster + additional price for 1 framed poster

  • Placing a split order in the Gelato Dashboard

You will only be able to tell that the order will need to be split when you select the shipping method as only one shipping option will be available: “Economy delivery (Multiple print locations)”

For each part of the order, we will automatically select the cheapest shipping option for you. The price you pay is the sum of the shipping price for each part of the order (see above how the shipping price is calculated). 

The delivery time displayed will be the delivery time for the part of the order that will take the longest to produce and ship. So the delivery time indicates when your customer will have received all parts of the order

  • Split orders from your store

If an order is placed through your store, we will automatically split the order if needed. The shipping price is calculated as the sum of the shipping price for each part of the order. Each part of the order is represented in Shopify as its own parcel and has its own fulfillment status. Each parcel will get its own tracking code and separate fulfillment status updates. Once a parcel is sent it will be shown in your ecommerce store and your customer will get a shipping confirmation email for that parcel. 

If you cancel the order in your store before it has been printed, you will have to cancel each order part in Gelato

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