Orders & Fulfillment
Once a customer places an order in your connected store, it’s automatically forwarded to Caspar for production. If you're not using an integration, you can also place orders manually through your dashboard. Files go straight into production based on what’s uploaded—no proofing or file adjustments are made by our team.
Our standard production time is 3–7 business days, depending on the product type. AOP and embroidery items may take a bit longer than standard DTG or fabric orders. Large volumes or custom requests may require additional time.
Yes. Once your order ships, tracking details will appear in your dashboard and are pushed to your store automatically if you use a supported integration.
We start processing orders quickly, so edits or cancellations aren’t always possible. If you need to make a change, contact us within 30 minutes of placing your order, and we’ll do our best to help—though we can’t guarantee adjustments after production has started.
Our standard shipping covers all EU countries, with tracked delivery included. If you need to ship outside the EU, we can help—just get in touch with us before placing your order so we can provide options and shipping instructions tailored to your destination.
Once your order leaves our production facility, it’s in the hands of the shipping provider. While we do our best to partner with reliable carriers, delays, losses, or damages in transit can occasionally happen.
In case of issues, we recommend reaching out to the shipping provider first using the tracking details provided. If they’re unable to help or you need further support, our team is here to assist — just contact us with all the details.
Please note: Caspar is not liable for delays or losses caused by third-party shipping carriers.
If there’s a production or print error on our side, the item can be returned directly to us—with your brand clearly marked on the package. Or, if you prefer to receive it first and forward it to us, that’s perfectly fine. This helps maintain discretion, so your customer never sees Caspar as the manufacturer.
If the return is due to a customer-initiated cancellation (not caused by our error), the item should be returned to you. As all products are personalized, we cannot resell them—but you’re free to reuse or offer them again through your store.
For valid complaints, we’ll take full responsibility and offer a reprint, store credit, or refund, depending on the situation. Complaints must be submitted in writing within 14 days of delivery, with a photo and description of the issue.
No. Orders are shipped in white-label packaging, so your customer never sees Caspar’s name—only your brand.
Caspar is a true on-demand production partner—we don’t hold inventory or ship pre-produced items. Each product is made once your customer places an order, helping you avoid overstock and keep your business lean.
We offer reliable economy shipping across the EU via DPD as our standard option. We also provide DHL Express shipping for faster delivery. Express options will appear at checkout when available.
If you need to ship outside the EU, please contact us directly before placing your order so we can provide the best international shipping solution for your needs.