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• Placing an order
  • Email Notification from Gelato: Order [123] is on hold - Action required

    When an order cannot be processed by Gelato, you will receive a notification includ...

  • I receive an error message when I try to place an order. What should I do?

    If you receive an error message when you try to place an order through the Gelato D...

  • Effective ink coverage is above 320% inside BleedBox

    Error The darker parts in the image contain total ink coverage above 320%.   Solut...

  • Document page dimension is larger than product requirements

    Error This error of “Product fit check” indicates your design size is incorrect i.e...

  • Resolution of color and grayscale images larger than 16x16 pixel is between 150 and 225 ppi inside BleedBox

    Error The image resolution is too low. Solution Ideally, the image resolution shoul...

  • Document contains an incorrect number of pages

    Error The number of pages in the PDF file is not correct, the total number of pages...

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• Order not shipped
  • How do I cancel an order via the Gelato Dashboard?

    In addition to using the dedicated API service, you can also cancel an order direct...

  • How do I change a shipping address for an order?

    If a customer notifies you of an address change, you can update the address on the ...

  • How do I change shipping method in the Gelato Dashboard?

    If you need to update the shipping method of a particular order, you can do so easi...

• Order in transit
  • What if an order is late?

    Check the order status, estimated delivery date and tracking link in the Gelato Das...

  • Shipping & delivery: What if an order is lost in the mail?

    For packages lost in transit, please get in touch with us within 30 days from the e...

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

    Returned due to invalid address or rejection Most of the time, this is due to an in...

• Order delivered
  • I received incomplete order, what should I do?

    If you received incomplete order please check your order in the Gelato Dashboard, i...

  • What if a product is damaged?

    In the unfortunate case that your customer's order arrives damaged in the mail, ple...

  • The colors on my printed garment don’t match my file

    The Direct to Garment (DTG) printing method utilizes between 5 and 7 colors of ink ...

  • What if a Packaging Insert arrives damaged?

    Packaging Inserts cannot be re-printed as a stand-alone item. You will need to crea...

  • Are order delivery times affected by including Packaging Inserts or Branded Labels?

    Important: Please note that this feature is exclusive to Gelato+ or Gelato+ Gold cu...

  • What should I do if my poster doesn't fit into the frame?

    This is quite rare but in case it happens, it's important to distinguish between di...