Getting Started

Q: How do I create a reseller accout?
A: Just click on Sign Up on the top right and you can sign up for a reseller account in minutes. It’s free and no credit card information is required during sign up.

Q: How do I print my designs on your products?
A: Just log into your account and upload your design or send us an email and we will create a mockup of your design on our products. Mock-up images will be sent back to you within 24 hours during business days. You can freely use these images to list your products on your own website.

Fulfilling Orders
Q: How do you fulfill orders for me?
A: You send us the shipping address of your customer, and the sku you want us to ship for you. You can download the shipping file and fill in all the required information that is needed for us to ship out your orders.

Q: How long does it take my orders to be shipped to my customers?
A: Over 90% of orders are fulfilled within 2 business days, and 100% orders are fulfilled within 3 business day. For example, if you send us the order before 1pm (PST) on Tuesday, you will get tracking notification on Thursday. Orders received after 1pm (PST) will start processing the next business day, so orders sent after 1pm Tuesday, will be ship out on Friday. We do not process orders on Saturday or Sunday.

Q: Do you dropship to countries outside U.S.
A: Sorry, currently our service is only available to Ship To address in the U.S. However, if you reside outside the U.S. and want us to help you ship products to your U.S. resident customers, we provide that service too.

Q: How do I check the status of my orders?
A: You can check the status of your orders by logging into your account. The following status are available.
Processing = Payment has been received and we are in the process of fulfilling your ordering.
Printed = Your order has been printed or made and is waiting for packaging and shipping.
Completed = Your order has been shipped and tracking number has been provided.

Q: How do I pay for my orders?
A: When you upload your shipping file, our system will automatically calculate the total for the entire shipping file. Once you agree to the total, and confirm, you will be asked to enter your credit card information and pay the total. Then your orders will be ship to your customers within 2 business days.

Q: Why am I being charged before an order has been shipped to my customers?
A: We need to charge you before we start to print your items because the items we are printing is unique and we want to make sure you are aware of the total cost before we make them. But don’t worry, if we are unable to fulfill your order for any reason, we will notify you immediately and provide you with a full refund.

Q: What if an order is undeliverable due to a wrong shipping address?
A: It is resellers responsibility to make sure their customer address is correct and once an item has been shipped (tracking number provided) we cannot provide a refund for shipping charges.

Q: What if my customer received a defective item?
A: If the item received by your customer is defective, as long as you provide some support material (picture of item) or the returned item. We will issue you a full refund.

Q: How do I get tracking numbers for items shipped?
A: After an order has been shipped, we will notify you by email. Then you can log into your account download the completed orders file and use this file to upload to your sales channel (Amazon, Ebay, Etsy) or your website (shopify, bigcommerce, etc). We will not send any email notification to your customer or contact them for any reason.

Q: What information is needed for Acetag to ship to my customers?
A: We required only the minimal shipping information necessary to fulfill in an order. We need the name, ship to address (street, city, state), sku shipped, and qty. That is it. We don’t need your customer phone number, email address, order number, etc. Currently, we only ship to customers within the U.S.

Q: Will my customers know fulfilled my orders?
A: No, we do not attach any information relating to when we fulfill your orders. As far as your customers are concerned, they will only see your return address. Our packaging and packaging materials are generic and non-branded.

Products & Designs
Q: How are your product quality?
A: We only offer the highest quality products and use the latest printer technology other similar service providers are using. You are welcome to order a test product to confirm this yourself.

Q: What types of products do you offer?
A: Currently, we specialized in phone cases & mobile accessories. Since this is our specialty, we offer a wider variety of blanks than what you will find in other service providers.