Frequently Asked Questions (FAQ)

Order Questions

What are the estimated delivery times for orders?
CANVAS SHOES (HIGHTOP SHOES, LOW TOPS, TOMS)


Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries Canvas Shoes that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. 

International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

International Canvas Shoes that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. 

 

Slip on Shoes

Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries Slip on shoes that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. 

International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

International Slip on Shoes that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. 

 

Running Shoes

Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries Running shoes that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. 

International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

International Running shoes that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. 

 

Flip Flops

Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries Flip Flops that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. 

International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

International Flip Flops that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. 

 

Canvas Saddle Bags

Production Time: 5-7 Days

EMS Countries Delivery Time Estimates: 10-25 Days (EMS With Destination Tracking)

EMS Countries Canvas Saddle Bags that have not arrived within 45 days of order processing are eligible for refunds or free reshipment. 

International Delivery Time Estimates: 2-4 Weeks (China Post Does Not Include Final Destination Tracking)

International Canvas Saddle Bags that have not arrived within 60 days of order processing are eligible for refunds or free reshipment. 

When will customers receive tracking information?

Tracking numbers will be made available within the specified time frames below and will be automatically sent to customers via the email provided in their order.

Pillow Covers: 5-7 days after order processing.

Cloth Tote Bags: 5-7 days after order processing.

Crew Socks: 5-7 days after order processing.

Leather Tote Bags: 7-10 days after order processing.

Shoulder Handbags: 7-10 days after order processing.

Canvas Saddle Bags: 7-10 days after order processing.

Canvas Shoes: 7-10 days after order processing.

Premium Suede Boots: 7-10 days after order processing.

Sneakers: 7-10 days after order processing.

Slipons: 7-10 days after order processing.

Womens Casual Shoes: 7-10 days after order processing.

Flip Flops: 7-10 days after order processing.

Please reference the Tracking Number Policy for more detailed information regarding tracking numbers.

My customer is becoming impatient waiting for their order, what should I do?

In the case your customers contact you because they are impatient the order is taking to long to arrive, do not worry too much about it. 

The majority of the time, your customer just wants to know somebody in your company cares and is there to let them know their item(s) are on their way.

If it has been more than 7 days on a U.S. order or more than 10 days on an international order and your customer’s tracking data is still not showing, please get in contact with the B2Bkreate Support Team.

My customer received a damaged or flawed order, what should I do?

If your customer received a damaged/flawed/incorrect order in the mail, B2Bkreate is here to support you. First, you should pre-qualify your customer and ask them for a picture for proof and then ask them if they would like a replacement sent or a refund on the affected items.

Once you have come to a resolution with your customer please contact the B2Bkreate Support Team where we can assist you with sending a replacement order or a refund on the affected items.

We have provided a customer service script on how to handle this exact situation. You can view this script here.

My customer would like to change their order, what should I do?

Order modifications may only be made if an order is Pending or On-Hold. Once an order has passed into In-Production no order modifications are allowed.

If your customer would like to change their order and it is still in the Pending or On-Hold folder you can make the order modifications using the B2Bkreate App.

An incredibly detailed video guide on how to handle each situation can be found at the below links:

My customer would like to cancel their order, what should I do?

Order cancellations are only allowed while an order is either in pending or on-hold. Once an order has passed into production, no order cancellations may take place.

If your customer would like to cancel their order, and the order is still either in pending or on hold, you may follow this detailed video tutorial on how to cancel an order.

If you are unsure how to cancel an order and need further assistance, please contact our support team to personally assist you.

My customer never received their order! what should i do?

If your customer claims they never got their order in the mail, make sure you prequalify them before taking further action.

Many times the order will be sitting at the local post office due or there was a missed delivery attempt. In this case please notify your customer with the scripts provided in the lost package customer service sequence here.

For U.S orders, if a package has not been successfully delivered and it has been more than 30 days since the order was placed and tracking data is showing, you can request a refund or make a request to have the order be re-sent. If it has been less than 30 days and tracking data is showing, please use the stall sequence to get your customer to patiently wait until the package has a change to arrive.

For international orders, if a package has not been successfully delivered and it has been more than 45 days and tracking data is showing B2Bkreate will replace or refund these orders. Please refer to our Policy regarding international orders.
orders.

I need help with a customers order, who should I contact?

Feel free to contact our B2Bkreate support team during business hours, 10am - 6pm
Send an E-mail to info@b2bkreate.com
or call us at (626) 336-7299

Why are my international orders taking so long to track?

International orders will have tracking numbers uploaded within 7 days of the order being processed. However, it may take up to 10 days after processing for valid tracking data to show.

Also, make sure you have installed the B2Bkreate Order Confirmation Scripts found here that will allow you to properly set expectations with your international customers about wait times and tracking numbers.

It is always a good idea to clearly state your wait times and policies clearly on your store’s website to set the proper expectations with customers surrounding wait times and tracking information.

If your customers continue to ask when their packages will arrive please refer to our stall sequence which can be found here.

Why are my customers not receiving their tracking numbers?

There are several reasons your customers may not be receiving tracking information on their orders. To help you troubleshoot this issue we have made an in-depth video that will help you solve this problem here.

Also, be sure to check our tracking number policy here.

My customer is not happy with the size of their product (shoes, luggage cover, etc)

In the rare event that a customer is unhappy with the fit of their shoe, B2Bkreate will process a one-time free exchange for your customer.

Refunds will not be issued for sizing disputes, only exchanges are allowed.

Free Exchanges will only be allowed once per shoe order. Any costs related to exchanges past the first free exchange must be covered by
sellers.

In order for a free exchange to be processed, sellers must provide the following information: reason the shoe didn’t fit (i.e. too small,
too big, too narrow), the new size requested by the customer, customer name, order number, and store name.

Your customer will not be required to return their original shoes to receive a free exchange under this policy.

To reduce the risk of sizing issues, we have provided sizing charts on our product specifications pages for high-tops, low-tops, slip-ons, sneakers, womens casual shoes, flip flops, and boots.

Size exchange requests that differ by more than 2 sizes from the original size ordered will be considered a customer-input error and will not be eligible for exchange by B2Bkreate.

My customers order says, "return to sender".  What should I do?

If a package is returned to sender by the shipping courier, B2BKreate will reship the package to your customer for free after an address verification is complete by the seller. 

If a package is returned to sender by the shipping courier for a second time, B2BKreate will reship the package to your customer for a small fee that will be applied to your account that can be found here.

B2BKreate will not refund nor assume liability for orders returned to sender due to incorrect address information provided by customers or missed delivery attempts by couriers. Sellers may request a reshipment attempt but will be responsible for fees associated with additional delivery attempts.

Note: B2BKreate will not refund returned packages to sender and reshipment times are the same as regular orders.

Also, be sure to check our tracking number policy here.

Why are my orders seized by customs?

Monetary losses arising from orders seized by customs due to copyright and trademark claims are the responsibility of the seller. B2Bkreate is not liable for losses related to the seizure of goods by international customs regulations.

By uploading or saving a design in the B2Bkreate App you agree that:

1. You hold the rights to commercially reproduce this design.

2. You also release B2Bkreate from any claims made as a result of any property right infringement.

3. You understand that infringement of property rights is illegal. If you have any doubt as to the legal ownership of a design you should check with the rightful owner that you are able to use the design before uploading.

4. You understand that B2Bkreate acts under your instructions and are not obligated in any way to check or confirm the legal use of reproducing any designs.

5. You agree to indemnify and defend B2Bkreate for any claims made as a result of alleged infringements including copyrights, trademarks, rights of publicity, or other intellectual property claims, including any payments for damages sustained by a claimant and attorneys’ fees incurred by you to defend against any claims made.

My order was lost or shipped to the wrong address

B2Bkreate takes no responsibility in orders that were placed with incorrect shipping addresses.

TECHNICAL QUESTIONS

How Do I install the B2Bkreate app?

The steps for installing your B2Bkreate app are as follows.

1. Open your shopify app dashboard

2. Click on the link that is labeled "Apps" located on the left hand menu

3. Click the link which reads, Visit shopify app store.

4. Perform a search for B2Bkreate and follow the steps to install.

What size art and file format should I use to upload my designs?

For maximum quality, upload your file in JPEG format with 300 DPI Resolution. Download our templates for each product and make sure to keep the main elements of your design in the "Safe Zone"

Templates may be found in our product specs page.

Is their a limit to colors we can print?

B2Bkreate allows you to print as many colors as you want, with no additional charges. 

But it is important to remember to upload your files in JPEG format with 300 DPI to ensure all your colors come out as accurate as possible.

I am having problems using the B2Bkreate app with my current web browser

If for whatever reason your B2Bkreate app is not functioning properly, try using an alternative web browser. 

If using an alternate web browser does not fix the issue, please send us an e-mail, and we will try our best to resolve your issue.

The B2Bkreate app is not loading properly, what should I do?

Before you contact our B2Bkreate support team, please clear the cache on your web browser and reload your webpage. If the problem still continues try using an alternate web browser.

I am not on shopify, can I still use B2Bkreate?

Unfortunately B2Bkreate is unable to operate outside of the Shopify store. 

If you are interested in mass production with B2Bkreate, please contact our support team.

An order was placed in my shopify store, but I dont see it in the B2Bkreate app, where is it? 

There may be a delay of up to 15 minutes when an order is placed to see it reflected on your B2Bkreate app. 

If after 15 minutes, there is still no order showing in your B2Bkreate app, contact our support team as soon as possible, to resolve the issue.

An order was placed, yet still shows as "PENDING" in the B2Bkreate app, when will it be processed?

When you enable the “Auto Order Processing” option in the B2Bkreate Store Settings, orders are processed for fulfillment by B2Bkreate periodically throughout the day. All orders will remain in the “Pending” status for at least 24 hours after being received into the B2Bkreate App. This gives you time to cancel the order or place it on hold if there are any problems. Depending on this initial delay and the B2Bkreate App’s schedule for processing, it is possible for an order to remain in the “Pending” status for up to 33 hours.

If you have enabled the “Auto Order Processing” option, and an order remains in the “Pending” status for more than 33 hours, there may be some problem preventing the order from being automatically processed for fulfillment. Feel free to contact us if this occurs; however, our customer service reps monitor the B2Bkreate App for this situation and will probably already be looking into it when it occurs.

PLEASE NOTE: If an order is received into our App from your store while “Auto Order Processing” is Off, and then you later turn on “Auto Order Processing”, the App will NOT go back and process previous orders. Any order that is received while “Auto Order Processing” is Off must be manually processed from the Orders page in the App.

If I cancel an order in my shopify store dashboard, will it automatically be cancelled in the B2Bkreate app?

No, we advise you make all order cancellations through the B2Bkreate app, 

If I modify an order or change the shipping address in my shopify store, will it be reflected in the B2Bkreate app?

No, we advise you make all order edits, in the B2Bkreate app.

My shoes have text on them, will they be printed backwards on the inside of the shoe?

To ensure your text-based designs on High-Top and Low-Top shoes are not printed backwards, we print the left outside foot on the inner right foot, and we print the outside right foot on the inner left foot.

This is the same way we print all our High-Top and Low-Top shoes regardless of design.

Do you Accept Paypal?

YES! B2Bkreate accepts Paypal and all major debit cards.

I am an International seller, and the app is giving me an error message while uploading my credit card info, 

The app may be giving you an error message saying “State must be a 2-Letter state code.” If you see this, don’t worry, just enter in any 2-Letter state like “AZ”.

If the app is still rejecting your card, make sure your zip code is 5 digits long. If it is less than 5 digits, add zeros in front of your zip code to make sure it has a total of 5 digits.

Which countries do you deliver to?

US
New Zealand
Canada
Australia
Mexico
Singapore
Malaysia
Philippines
Thailand
Korea
Japan
Indonesia
Germany
France
Belgium
Switzerland
Ireland
Netherlands
Spain
Norway
Sweden
Italy
Luxembourg
Finland
Monaco
Austria
Denmark
Greece
Portugal
Bulgaria
Czech Republic
Poland
Romania
Lithuania
Hungary
Slovakia
San Marino Cyprus
Estonia
Latvia
Malta
Slovenia
Andorra
Iceland
Gibraltar
Bosnia
Herzegovina
Armenia
Georgia
Azerbaijan
Croatia
Albania
Moldovia
Ukraine
RussiaJordan
Iran
Yemen
Oman
Qatar
Saudi
Israel
Iraq
Lebanon
Syria
Kuwait
Turkey
Bahrain
Pakistan
Dubai
Belize
Chile
Peru
Bahamas
Paraguay
Uruguay
Colombia
Argentina
Costa Rica
Cuba
Ecuador
Martinique
Nicaragua
Haiti
Jamaica
Bolivia
Surinam
Guatemala
Panama
Venezuela
Dominican
Honduras
India

Product Questions

How much do your products cost to fulfill?

Fulfilling orders with B2Bkreate is 100% free!

What are the suggested retail prices for your products?

Leather Tote Bags: $39.99 + $3.99 Shipping

Shoulder Handbags: $39.99 + $3.99 Shipping

Canvas Saddle Bags: $39.99 + $3.99 Shipping

Canvas Shoes: $55.95 + $6.99 Shipping

Pillow Covers: $5.00 + $3.99 Shipping

Cloth Tote Bags: $14.95 + $3.99 Shipping

Sneakers: $49.95 + $3.95  Shipping

Premium Suede Boots: $69.95 + $4.95  Shipping

Flip Flops: $11.00 + $6.99 Shipping

Womens Casual Shoes: $39.95 + $6.99 Shipping

Slipons: $39.95 + $6.99 Shipping

Crew Socks: $14.99 + $3.99 Shipping

What are the shipping cost for U.S and International orders?

There are no shipping fees. The cost of shipping is already built into the price for each product in our catalogue.

There are no hidden or additional shipping costs for U.S. or International orders that you need to worry about.

To get a more detailed guide on how much each product costs, you can visit our pricing page

Are pillows included with pillow covers?

Pillow covers are sold exclusively as Pillow Covers only.

Do pillow covers have the art printed on both sides?

Pillow covers include a single sided print, therefore your artwork will only be visible from one side of the product.
The back of your pillow cover is where the opening to insert your pillow is located.

Are your products made with real leather?

All of our leather bags are made from PU leather also known as "Environmentally friendly leather" which is not genuine leather.

 
Where are your products printed and shipped from?

All of our products although designed in the United States, are printed and shipped from Eastern Asia.

Although produced in Asia, our United States QC team overlooks that our products are up to American standard.

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