FAQS
SHIPPING AUSTRALIA
Q. How much does shipping cost?
A. Our flat rate shipping fee for standard delivery on all products is $6. We also offer express post shipping should you need your personalised goodies to arrive that bit faster! Express post shipping is available for $19.
Q. How long will my order take to arrive?
A. As you can appreciate, we make your products especially for you as per the specifications provided. Once you have received your order confirmation, the manufacturing process of your order begins! Our workshop aims to have your personalised goodies created in the quickest of time, whilst also keeping you informed of the status of your order. You will receive an email when your order has been collected by Australia Post for delivery. Your order will be shipped as per Australia Post delivery times. For more information on the estimated delivery times, please refer to our shipping information table.
PLEASE NOTE: During our peak periods production time may differ due to the volume of orders received. While we try our best to accurately represent this on our website, it is variable on a daily basis.
Q. How do I track my order?
A. All parcel post and express post orders will receive a tracking number. Once your order is ready for delivery with Australia Post, you will receive an email with your tracking information. To follow any updates on the delivery status of your order, please visit the Australia Post website and input the provided tracking number. Click here to track my order. Please allow 24 hours for your tracking information to become active. All orders that are shipped via standard letter post do not come with tracking information.
Q. Do I need to be at home for the delivery of my order?
A. No, the postman will leave your order in your letterbox or in a safe place.
Q. My tracking number is showing as delivered however I have not received my order?
A. Be sure to check no one else on your property has received your parcel. Double check the shipping information provided at time of placing your order is correct. If you require further assistance, please get in touch with our friendly customer service team and we can assist with lodging an investigation with Australia Post.
Q. Do you offer express shipping?
A. Yes. Express shipping is available at checkout however it may not be an option during some promotional periods.
PLEASE NOTE: Express applies to shipping only and will not speed up production times.
Q. I have not received my order yet and it is past the estimated delivery date. What can be done?
A. It may just be that your order has been delayed in transit. We do recommend allowing up to 10 business days to accommodate for any delays that may incur while in transit with Australia Post. Please however get in touch with our customer service team. Remember to provide your order number and shipping address as this will allow us to resolve this for you as swiftly as possible.
Q. Can I have my order shipped to a Parcel Locker?
A. Yes, if your order is being delivered via parcel post. Sadly, if your order is being shipped via standard letter post, the carrier provider will not deliver this to a Parcel Locker. If you are unsure as to the delivery type of your order, please reach out to our customer service team. For further information on deliveries to parcel lockers, please contact Australia Post.
SHIPPING INTERNATIONAL
Q. Do you ship overseas?
A. Yes. However, at this stage, we only offer shipping to New Zealand. We hope that we can bring the epicness of Popic to the rest of the world in future!
Q. How much is shipping to New Zealand?
A. The only shipping method we offer to New Zealand is standard post. Our postage rate to New Zealand is $15.
Q. Does my order come with tracking to New Zealand?
A. Unfortunately, we do not offer tracking on international orders at this time.
For estimated shipping times to New Zealand, click here to see shipping information.
ORDER INFORMATION
Q. How do a place an order?
A. Orders need to be placed via our website. All you need to do is personalise the products you like with your precious photos and memories and then just add to cart. Follow the prompts to checkout, supply your shipping information, preferred payment details and submit! Warning – designing your personalised products can be highly addictive and it may be hard to refrain from buying our entire range!
PLEASE NOTE: Orders may not be placed over the phone
Q. I’m having trouble submitting my order online?
A. If you have reached our checkout and are having difficulty placing your order, please use the following steps to assist.
- Double check all your personal and payment information provided is correct
- If something isn’t entered correctly, the website will usually notify you by displaying red arrows around the sections that are incorrect.
- If your smart phone or laptop offers to auto-generate your shipping information, please avoid this and manually enter all details. Once the address verification pops up, you may click to enter them into the provided fields.
- Ensure all required tick boxes have been selected.
- Make sure you have an active internet connection.
- Try a different device and/or browser that may be accessible to you.
If the tips provided don’t assist with resolving your issue, our friendly customer service team are here to help you. Please reach out Contact Us
Q. I’ve just placed my order. Can I change it?
A. Once you have checked the box confirming all details are correct at checkout and received an order confirmation from us, the manufacturing process has begun, and we are unable to make any changes to your order or the personalisation chosen. Should you notice a spelling error in your order confirmation, we kindly request you contact us immediately in order to have this resolved. As there are many kinds of spelling variations for names, it is impossible for us to know if the personalisation provided to us is correct and your order will be created as normal. To avoid disappointment, please double check before submitting your order and be sure to review your confirmation.
Q. I’ve just placed my order; can I cancel it?
A. All orders are final unless otherwise noted. No refunds are given once Popic begins the production of your order. Order cancellations may only be made for orders which have duplicated due to a connection error and not due to a change of mind basis on the design/personalisation/product provided to us. Our website works by automatically processing your order once it has been placed and we offer multiple checkpoints to confirm your order is correct with us before submitting so, unfortunately, we cannot offer cancellation on this basis. For any duplicated orders, this must be communicated within 2 business hours of placing your order. For our full cancellation policy we encourage you to read our Order Cancellation Policy
Q. I’ve just placed my order, but I’ve forgotten something. Can I add to it?
A. Unfortunately, we are unable to add products to existing orders.
Q. If I place two separate orders, can these be consolidated for shipping to save on shipping costs?
A. Unfortunately we are unable to consolidate orders into one delivery and if these are placed separately, they will be shipped separately.
Q. I have provided the incorrect address. How do I change it?
A. If you need to make a change to your shipping address, please let us know as soon as possible as we would be happy update this for you if your order is still with us. Once your order leaves our warehouse, changes to your address may not be made. Popic will not be liable to you, for loss you, or any third party suffers for a delay or failure to process your order or deliver goods due to inaccurate or incomplete details provided in an order. If you have made a mistake on your address information and it has already been dispatched, it is your responsibility to contact the carrier with correct address information and they may be able to rectify the delivery address at their discretion. If an issue has occurred with your delivery the carrier may return the goods to Popic. If the goods are returned, we will attempt to contact you using your order details to attempt to re-deliver. If the delivery failed due to incorrect address information provided in your order you will be responsible for the re-delivery fee of $6. To have your address updated for an order that has not yet left our warehouse, please contact Contact Us or call (03) 9768 3038
PLEASE NOTE: If a delivery has failed the carrier does not guarantee that they will return the goods to us as per return to sender.
Q. Can I place this order to be sent to my friend?
A. Yes certainly! That is one of the most exciting things about gifting with Popic! To do this, please ensure your recipients address is in the order shipping address and fill out your recipients details accordingly. Rest assured as we understand products are often directly gifted from our warehouse, a copy of the invoice will not be included in your order, so you do not need to worry about your recipient receiving this! An order confirmation will be sent to your email for your records.
Q. My order is a gift. Can I add a message, or have it gift wrapped?
A. At this stage, we do not offer gift wrapping or a note to be included with your order however on most personalised products there is an option on the actual item to add your personalised message. But for something more premium you can add a Popic Pop and use this to include your message! Keep in mind you order will be shipped in premium Popic packaging and it will have your recipient excited to open their delivery! We also are unable to provide details of the order to your recipient over the phone due to privacy reasons so we would suggest following up with your recipient to let them know who their mystery gift was from, you want the credit right?
Q. Can I use more than one coupon code for my order?
A. No. Unfortunately, we only allow for one coupon code to be applied to your order at one time. For more information please visit our Terms & Conditions
PRODUCTS AND PHOTOS
Q. How accurate is the preview of my product on the website?
A. While we try our best to match the preview as shown on the website, different monitor and brightness settings can change the perception of the colour.
Q. Is it possible to make the font size larger than it appears in the preview?
A. The font size is predetermined by the amount of text provided within the personalisation. Due to our automated system, we are unable to make this font size larger and it will be printed to fit within your chosen product. Rest assured; we have made sure the font is legible as per our quality standards.
Q. I have received my product and the spelling is incorrect. Can this be fixed?
A. Your order is created as per the specifications provided to us. There are so many kinds of spelling variations for names, it is impossible for us to know if the personalisation provided to us is correct. We cannot provide a refund or replacement if the spelling was provided to us incorrectly. To avoid disappointment, please kindly double check before submitting your order and be sure to review your confirmation. If there is a fault made in relation to any part of the personalisation that was made in error by Popic, a replacement will be honoured.
Q. What kind of images can I upload?
A. You can access photos from your devices photo gallery that is using Popic. If you would like to access any photos on social sites such as Facebook or Instagram we recommend you login to your nominated social account and access these photos and save them out on the device’s photo gallery you are ordering from.
Pro Tips: Try using clear images with clean backgrounds so the focus is on the actual person or image and avoid dark backgrounds and photos with a lot going on. Also avoid blurry, heavily filtered unfocused photos.
IMPORTANT NOTE: We ask when you are choosing your photos please avoid using anything that may be deemed as offensive such as those of a pornographic, sexually explicit nature or any references of a criminal nature. Popic reserves the right to cancel these orders and they will not be processed.
Q. What size and shape should my images be?
A. Try and use images that are best cropped to a square as most of our products are best suited to this format. The images you upload for most products should be minimum 800px and under 5MB. For Popic posters the minimum requirement is 1000px.
Q. How do I know if my image will be look good when printed?
A. We understand it can be challenging to determine how well a photo will be printed by looking at it on screen. Screen resolution is very different from high res print resolution, so there are some essential things to check when choosing the very best photos for your personalised products. We have provided a photo quality guide HERE to be sure you create the very best quality product!
Q. Can I use special characters?
A. We are not currently able to print special characters. We can only print English characters on your personalised product.
Q. Can I use emojis?
A. We are not currently able to print emoji's. Even though your preview will show your emoji on-screen, it will not replicate accurately when your file is taken into production and will not print.
A. Does the Popic Pop come ready to pop?
Q. Yes, so do not open it! Unless you want it to pop! The Popic pop is ready to pop. Your Popic pop is delivered with a shipping label on, which you can open. Inside, there is a cleverly crafted outer mailing envelope. Do not open that! That is how you should give the surprise to the recipient.
IMPORTANT NOTE: The way that this product works is based on the element of surprise used with a popping effect once the product is opened. We trust that the recipient you choose to receive this product can handle this effect and we will leave this judgement solely with the person responsible for the order placement.
Q. How does the Popic Pop work?
A. Shhhh it’s a secret! Nah totally fine to tell you. Our Popic Pops are powered by some clever ingenuity and a cheeky little rubber band. They are not powered by anything electrical, not even batteries. Super clever huh?
Q. Will my Popic Pop contents always be the colour as described?
A. Although we will try our best to provide your Popic pop with the colour of confetti as per the product description please note that contents may vary from time to time depending on stock availability. No matter what we will make it an epic Popic.
RETURNS AND REFUNDS
Q. Am I able to exchange or return my product?
A. All our products are lovingly personalised and customised so unfortunately, we will not be able to accept returns based on change of mind, fault of the goods due to general wear and tear or use outside of what the product is intended for. Popic takes quality control very seriously prior to dispatching your order, however we understand that sometimes things can go wrong. If you receive your product and it is not as described or not what you ordered, we will happily offer a replacement, store credit or refund for the product. If you wish to lodge a return, please Contact Us or call us on 03 9768 3038. Your claim must be made within 30 days of the order delivery date. For full return and refund visit our Trading Terms section 7 - Returns Policy.