Q: What if the order is lost?

Orders are considered lost in the following cases: - Orders are not updated with tracking route after about 15-21 working days since the last update. - Orders are not delivered after about 35 days (US application), 60 days (WW application) from the date of application. - Orders are reported lost in transit due to force majeure. Case 1: Order is requested to be Replaced: Order will be checked for a lost reason, Printway will ask you to provide the correct shipping information and proceed to issue a new replacement order with the specified information. verified. As such, this order requires the corresponding production and shipping time for a new order. Make this clear to the customer. Case 2: The order is requested for a refund: the amount will be returned to the Printway wallet of the seller corresponding to the amount paid for the order. Immediate refund processing time upon request. Contact Support Team and text your order ID or purchase email so Printway can assist."

Question 1

Where are you located?

Accepted Answer

We are conveniently located in 6 countries around the world
+ Vietnam
+ United States
+ United Kingdom
+ Australia
+ Europe
+ China

Each of our factories produces specific products.

Question 2

Can I send an order via email, message, or fax?

Accepted Answer

Printway does not accept orders by phone, email, or fax. You can either enter them manually or upload them in a CSV file to our platform.

Question 3

What are your hours of operation?

Accepted Answer

Hours of Operation
Monday – Friday 8:30 AM – 6:00 PM GTM+7

You can contact us at contact@printway.io, and we will reply to you as soon as possible.

Question 4

How should I inquire about order status or issues with an order?

Accepted Answer

For any past or existing orders, please send us a message on live chat or an email at contact@printway.io, we will check your order's status and support you in details.

Question 5

Where can I check my discount codes?

Accepted Answer

You can go to Discount to check all the discount codes that are available.

Question 6

How do I change the address on my shipment?

Accepted Answer

Any order that is not in a status of "shipped" can be changed for address. In case you need to alter your shipping address, please contact our live support.

Question 7

Do phone number and email are required?

Accepted Answer

In order to avoid the situation of goods waiting for customs clearance, but the customs and the shipping carrier cannot contact the customer or send notices such as pick up, notice left... All orders of VN factory's products are require to provide email/phone numbers. Customers actively track tracking to promptly handle order to avoid return orders.

Question 8

Should I use the marketplace IOSS number in my shipping address?

Accepted Answer

No, please don't use the IOSS number in the shipping address, you can note this number in the ''Note'' section.

Please keep in mind: for the products which are made in VN factory, EU customers will need to provide an additional IOSS code. If there is no IOSS code, the customer will have to actively contact and pay the tax to the navy or traffic construction party.

In addition to GST/VAT, customers may be required to pay an additional Customer Fee that ranges from €8-22 depending on the country.

Question 9

What if the order is lost?

Accepted Answer

Orders are considered lost in the following cases:

- Orders are not updated with tracking route after about 15-21 working days since the last update.
- Orders are not delivered after about 35 days (US application), 60 days (WW application) from the date of application.
- Orders are reported lost in transit due to force majeure.

Case 1: Order is requested to be Replaced: Order will be checked for a lost reason, Printway will ask you to provide the correct shipping information and proceed to issue a new replacement order with the specified information. verified. As such, this order requires the corresponding production and shipping time for a new order. Make this clear to the customer.

Case 2: The order is requested for a refund: the amount will be returned to the Printway wallet of the seller corresponding to the amount paid for the order. Immediate refund processing time upon request.
Contact Support Team and text your order ID or purchase email so Printway can assist."

Question 10

Does the packaging include any branding?

Accepted Answer

No, the packaging we use for your orders doesn't have Printway branding anywhere on or inside a shipment's packaging.
But you can customize your own label and card with our services Custom Branding

Your Custom Prints, Your Way, On-Demand!

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Your Custom Prints, Your Way, On-Demand!

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