FAQ: Print fulfillment and shipping
Print order status, what happens at checkout, cancellations, failed jobs, tracking, and international shipping on ArtInStack.
Common questions about print-on-demand orders fulfilled by Prodigi or Gelato. Setup: Print on Demand. Payments: FAQ: Payments and print orders.
Where do I check order status and processing?
| What you sold | Where to look in the dashboard |
|---|---|
| Physical prints (POD) | Settings → E-commerce → Print orders |
| Digital only (downloads, portal) | Settings → E-commerce → Purchases |
Open an order for line items, customer email, status, tracking (when shipped), and Issue refund when available. Status can refresh from the lab when you open the order. Mixed carts still create a print order for physical lines; digital lines fulfill separately in the same checkout.
What happens the exact moment a client orders a print product?
- The buyer completes Stripe checkout (address and shipping cost collected there).
- ArtInStack records the order and sends physical items to your connected print partner.
- Status moves through steps such as Awaiting Fulfillment → In Production → Shipped.
- The lab prints and ships directly to the buyer—you do not pack the box.
- If submission fails, you get a bell notification; the order may show Failed and the buyer may receive an automatic refund when possible.
Can a tenant or a buyer cancel an order after it has been placed?
| Who | What is possible |
|---|---|
| Buyer | No self-cancel button—they should contact you quickly by email. |
| You (tenant) | Before ship: Print orders → Issue refund when enabled. Refunds the Stripe charge and marks Refunded. |
| After shipped | Dashboard refund is blocked; handle with carrier or lab support. |
| Lab cancels | Status Cancelled; a pending refund may complete when the lab confirms. |
Act before In Production or Shipped if you need to stop production—after that, contact the lab.
Why is an order marked as “Failed” in my dashboard?
Failed means the job did not enter production successfully.
| Cause | What to do |
|---|---|
| File too small or wrong format | Re-export at higher resolution for that SKU |
| Missing images (calendar, photo book) | Check order line items in order details |
| Lab rejected the file | Read the notification; fix art or variant |
| Partner connection issue | Settings → E-commerce → verify Prodigi or Gelato |
Check Print orders and the bell for Fulfillment failed or Order failed. Brief Processing / Submitting while the order is sent to the lab is normal.
What do the print order statuses mean?
| Status | Meaning |
|---|---|
| Pending / Pending Payment | Order created; payment not finished |
| Awaiting Fulfillment | Paid; queued with the lab |
| In Production | Lab is printing |
| Shipped | With carrier—tracking may appear |
| Delivered | Lab reported delivered |
| Failed | Did not fulfill—fix or refund |
| Cancelled | Lab or workflow cancelled |
| Refunded | Stripe payment refunded |
Use this table to interpret the Status column on each order in Print orders; the labels match what you see in the dashboard and in order emails.
How does tracking work, and what happens if a package is lost by the carrier?
When the lab ships, tracking number and tracking URL appear on the order—use Open tracking or the tracking view in Print orders.
| Situation | What to do |
|---|---|
| No tracking yet | Normal during In Production |
| Tracking stalled | Contact the carrier |
| Lost package | File a claim with the carrier; ask Prodigi or Gelato support about reprint policy |
| Wrong address | Refund before ship if possible; otherwise contact lab support quickly |
ArtInStack does not run the postal network—the lab and carrier do.
Who is held financially responsible for items damaged during transit?
The carrier handles transit damage and loss claims. The print lab may reprint or credit per their policies. You are the customer-facing contact—collect photos and tracking, then escalate to the lab or carrier.
Platform software does not replace lab or carrier insurance. Set expectations in your shop policies; see your terms of service for platform limits.
Do print products ship internationally, and who handles customs and duties?
Many SKUs ship internationally when the lab quotes a rate to the buyer’s country at checkout.
| Topic | Detail |
|---|---|
| Shipping price | Shown at checkout from the buyer’s address |
| Unavailable destination | Buyer may see no shipping option for that country |
| Customs / duties / VAT | Usually paid by the recipient on delivery unless you say otherwise in product copy |
| Delivery time | International orders often take longer—state that on the product page |
A buyer did not receive a download on a mixed print + digital order
Print buyers get checkout confirmation email. Digital lines fulfill via email or portal—check Purchases and Digital product templates and delivery.