Frequently Asked Questions

Answers & Suggestions from JetPrint.

Last Updated: May 14, 2024

Product & Price

Are watches waterproof?

Yes, water resistance is a standard symbol typically printed on the case back or dial of a watch, indicating the level of protection against water penetration. Most of our watches boast a water resistance rating of 3 ATM (except for the popular black double layer quartz watch). This rating implies splash resistance, safeguarding against rain, hand washing, or incidental water exposure. However, it’s important to note that this level of water resistance doesn’t mean submersion to depths of 30 meters underwater.

Does the product cost include shipping costs?

No. We have fixed product costs and shipping costs for various countries, and shipping expenses are computed separately. Therefore, when determining prices for your products, remember to include shipping costs.

How can I purchase items in bulk and get a better price?

If you’re interested in buying our products in bulk, please reach out to our customer service team at [email protected]. Customers who purchase large quantities of our products will enjoy discounted prices.

What does "Compare At Price" mean?

When you enter the product price, it is the price you want to sell it for, and the comparison price is the price that is higher than the product price.

What does Compare At Price mean

For example, if $7 serves as the comparison price, and $5.25 is the promotional price (product price).

Price comparison is typically used for product promotions. This feature is exclusively available on Shopify.

What kind of movement, glass, and battery do watches use, and how long do they last at least?

Most of our watches feature high-density mineral glass covers and utilize three high-quality movements: the Citizen 2035 and Miyota 2035.

The battery used in our quartz watches is the SONY 377 SR626SW (1.55V), which can be readily replaced at any jewelry store.

Under normal circumstances, our watches can be used for more than two years before requiring a battery replacement.

What is the product number?

There is a number in front of the product title, which represents the product number. You can also use this number to search for products.

What is the product number

Orders & Discounts

Is there a discount available for the first order? How can I get a discount for a sample order?

Yes. For your first sample order with JetPrint, we provide a 5% discount on the base cost. To avail of this discount, just reach out to our customer service team before purchasing.

My customer paid for this order in my store, but the order is still pending on my account. Why?

The order is pending on your account because your customer paid for it at your store. The payment was transferred to your shop manager’s account, as is customary for orders placed on your website.

Typically, your order would automatically sync to our system, after which you would need to pay the base cost and shipping cost manually or automatically to fulfill it.

How to pay the fee? Can I set up my order manually?

Normally, your order will be automatically synced to your JetPrint account, and then you will need to pay the base cost and shipping costs manually/automatically to fulfill it.

To manually fulfill an order, you simply go to the orders page in our app and select the order you want to pay for:

Here’s where to set up automatic payment fulfillment:

How do I set up the "Automated Order Processing" option?

To use the “Automatic Order Process,” follow these steps:

1. Bind your credit card to our application and select the “Automatic Order” option for your credit card.
2. Choose between two options:

  • “Automatic Order Processing”: Set an optional time. When a new order is received, it will be automatically charged to your credit card and processed to “Confirmed” status after the set time.
  • “Manual Processing of Orders”: If a new order requires manual purchase, it will change to “Confirmed” status.

3. Note:

  • You can only modify the address, quantity, or cancel the order within the set optional time or before manual purchase.
  • Once an order moves to “In Production” status, you can no longer make changes to it.

How long does it take for my order to ship?

The average production time is 5 to 7 days (depending on the quantity of the ordered product). The larger the order quantity, the longer the production time will be, but it will not exceed the average production time of more than 3 days.

Will my recipient got VAT/Tax charged? / How to avoid being cahrged VAT? / What should I do if got VAT Charged?

Will my recipient got VAT/Tax charged? / How to avoid being cahrged VAT? / What should I do if got VAT Charged?
Our own & collaborated manufacturers are located in China, all your custom orders will be produced and shipped from China to global districts. About the VAT, usually in order to avoid being charged VAT, we submit lower pricing to customs. Usually it’s not easily get charged, but not 100% guaranteed, For the parcels shipped to EU countries by Express, the possibility of being charged VAT is much higher than other countries, and also imposed by the customs of EU countries, that’s why we usually submit lower prices to customs in order to avoid being charged/reduce VAT.


1. If you or your customers got the invoice paper in the package, please noted that the price on the invoice is the one submitted to customs, NOT the real price of the products.

2. Please DO NOT provide the invoice for local customs with the Base Cost / Retails price.

3. If there’s a tax problem, please contact us first, we’ll help provide the correct invoice for your customers, which will surely help with the tax issues.

What do I do after I receive an order marked "Risk" and choose to continue the process?

Click the “Settings” button at the top of the page.

In the “Automatically process risky orders” option, you can set to “Automatically” or “Manually” process risky orders.

The default method is “Manually process risky orders”, which means these Risky Orders will change to “On Hold” status and won’t be processed automatically, you need to manually set the next process, “Cancel” or “Confirmed”. If you select the “Automatically process risky orders” option, the Risky Orders will be purchased by your credit cards and processed to “Confirmed” status automatically.

When my customers purchased new orders, how does JetPrint charge and process?

When your customer places an order, it will automatically sync to your JetPrint account and stay in a “Pending” status. You can then opt to pay the base fee manually or automatically. Upon receiving your payment, the order status will transition to “Confirmed” and subsequently to “In Production“. After your package is shipped, the order status will update to “Fulfilled“.

Note: Click to check the most common order statuses.

When I checked my order, it showed delivered, but I still haven't received it. What should I do?

Before reaching out to us, please take the following steps:

1. Check your shipping confirmation email to verify the shipping address for any errors.
2. Inquire at your local post office to see if your package is available for pickup.
3. Visit your neighbors to check if the courier left the package with them.

If after checking these possibilities, you still haven’t located your package, please provide the order number and contact our customer service at [email protected], and we’ll assist you in resolving the issue.

Why am I seeing a "low resolution" alert?

Our mockup generator automatically detects image DPI and pixels. In this scenario, you have the following options:

1. Decrease the design size to enhance the file resolution.
2. Create designs anew with higher quality.
3. Use different designs altogether.

Why is my order marked as "at risk"?

When our systems flag an order as high risk, it indicates a discrepancy in one or more key attributes, such as the customer’s bank or credit card account. In such cases, we typically advise issuing a refund and canceling the order, as there’s a high likelihood of the order being refunded.

Alternatively, you can proceed after confirming the details with the customer.

Why is the price listed on the customs waybill lower and different from the cost shown on the app?

Usually, to prevent customers from incurring extra taxes or duties, the price we submit to customs is lower than the base cost displayed in our app.

Settings & Common Solutions

Is there a design template? How do I get a design template?

Yes, you can download the template in PSD format from the mockup generator page. After completing the design, you should hide all the lines in Photoshop to prevent any errors in your design during production.

Is there a design template How do I get a design template

How to copy a product?

Simply click the copy button on the “My Products” page.

To copy to a different store, ensure you’re in the “General store“. Select the product and click the copy button to synchronize it to your store.

Keep in mind that various platforms have product restrictions. For instance, Etsy permits a maximum of 13 tags. If there are more than 13 tags, the product replication may fail.

How to delete uploaded pictures?

To remove an uploaded image, navigate to your account’s “Library“OR “My Files“. From there, select the file and opt to delete it.

How to integrate your app with Shopify/Etsy/WooCommerce?

First way: You must first create a JetPrint account, which is used to manage your products and orders (it does not have to be the same email address as the store’s registered account; these are two separate sections), and then link your store through the JetPrint account.

Second way: If you are a Shopify seller, JetPrint can be found directly in the Shopify app; simply click to install.

Click on the platform that best suits your needs to access the binding interface.

If you want to see the gap between different platforms more intuitively while using our app, go to the “Integration” interface.

How do I publish products to my store?

You need to log into our app and then you can publish your product.

What are the format restrictions and recommended image sizes/resolutions?

Our mockup generator supports the RGB color mode, and you can upload images in JPG or PNG format. For optimal printing results and higher pixel definition, we recommend:

– Size: 2000 x 2000 pixels
– Resolution: 300 dots per inch (dpi)

While you can upload images smaller than the recommended size, doing so may result in blurriness and suboptimal outcomes. Additionally, certain products, like tapestries, may necessitate larger pixel dimensions.

What is the difference between blue circles and green circles in a design template?

Typically, you only need to position the crucial design elements within the first circle.

The green circle is the safety line. It’s essential to confine the most critical components of the design within this line to prevent them from being trimmed during manufacturing.

The blue or yellow circle is the bleed line. Extending the artwork to this line guarantees that no white edges or blank areas emerge during the manufacturing process.

What kind of printing methods do you have?

Our current products encompass DTG printing, sublimation, UV printing, embroidery, and laser engraving.

How can I contact you?

You can reach us via the following channels:

Shipping & Delivery

How long does shipping typically take to various regions around the world, particularly to the United States and major European countries?

The average shipping time for standard delivery is typically around 12 to 15 working days, while express delivery averages about 5 to 7 working days. However, please note that shipping times may vary depending on your customer’s location. Remote or inaccessible areas may experience longer shipping times.

How do I set fast shipping as the default shipping method?

You can set fast shipping as the default shipping method:

How do I set fast shipping as the default shipping method

What causes the system to indicate that the address is not supported?

If you encounter this issue, it could be because the shipping cost and shipping countries or regions haven’t been set in the shop manager.

Where can I check the shipping costs for this product?

We have different shipping fees for different products; please check the detailed product pages

Where can I check the shipping costs for this product

Where will my order be shipped from?

All orders are produced and shipped from our factory located in China to various global destinations.

Which countries or regions still need to pay taxes when processing local delivery?

Based on our order history so far, the following countries and regions require a recipient tax ID number:

  • Spain
  • Brazil
  • Chile
  • Romania

Additionally, local customs or courier agencies may still levy additional taxes and fees for delivering the package to the recipient.

Which countries or regions require the recipient’s ID number?

Based on our order history to date, the following countries and regions require the recipient’s ID:

  • South Korea (Personal Customs Clearance Code is also required)
  • South Africa
  • Turkey (Türkiye)
  • Taiwan, China

Payment Support

Is my payment secure?

Your privacy and security are our utmost concerns. We accept credit cards and PayPal, both highly secure and encrypted systems, ensuring the protection of customers and accountability for merchants.

Which payment methods are accepted?

We accept PayPal, VISA, MasterCard, and other major credit cards. Additionally, you can link your credit card to our app for automatic charging of the base fee for new orders after the time limit you set. This feature has been widely embraced and used by our customers, streamlining the payment process and saving you time and effort.

Branding Service

Does opting for a branded service lead to longer shipping times?

Rest assured, choosing branding services won’t prolong the delivery of the original product. Branded items are produced swiftly, often with a shorter production cycle than the product itself.

Do you allow custom packaging? I want to customize the outer packaging for my customized products.

We currently offer custom shoeboxes, greeting cards, and clothing labels. If you’re interested in customizing other branding methods, please reach out to our customer service team.

How do I personalize a greeting card?

If you would like to personalize your greeting card, please confirm the size and style in advance. Please contact (Help Center or Live Chat)

Can I customize greeting cards in bulk?

Yes, the minimum order quantity for bulk custom greeting cards is 100 pieces. You have the option to ship them together with the product or separately.

Return & Exchange

Where is your return address?

We do not facilitate returns as our products are uniquely customized, and return shipping costs would likely be substantial. In the event of quality issues, we advise opting for a refund.

Return Address:
20th Floor, Yongsheng Jinrong Building,
Meiling Street, Jinjiang City,
Fujian Province, China

How long do I have to request a refund?

For all products, you can submit a refund application to us within 30 days of receiving the goods. However, you must provide proof (order confirmation, pictures, or videos) showing that the damage was not caused by human factors.


  • Jewelry has a warranty of 6 months.
  • Watch movements have a warranty of 1 year.

How long does it take to receive a refund?

If we agree to a refund, it will take up to 1–3 working days to transfer the refund to the account you used to pay for the order.

If the refund has not arrived in your account for more than 14 days, please contact our customer service to inquire.

Can I apply for a refund?

Check our refund policy

Here are the circumstances under which you can apply for a refund:

  • If the product is significantly damaged or has quality issues due to non-human factors upon receipt, you can request a refund or exchange.
  • If the order is lost during delivery.

If you encounter any of these situations, please reach out to our customer service support or email [email protected] for assistance.

Still need help with JetPrint?