• How can I create a TikTok Shop order?

  You can create a TikTok Shop order by connecting your TikTok store to the Gearment app and pulling orders into Gearment. Alternatively, you can also create TikTok Shop orders manually on the Gearment app, by uploading a CSV file or creating orders via API. For detailed instructions, please refer to the guide. here.Few readers

• How do I cancel my order?

  To cancel an order, you need to contact the support team.Few readers

• What should I do if an order shows an "on-hold" status?

  An order will display an "on-hold" status when it requires information updates and cannot be completed and shipped. Contact the support team to get help updating the information and processing the order.Few readers

• How can I find my order?

  Go to the Order section → All orders → Advanced search → Search by TW-00xxxxxxxx code, buyer’s name, or the order number from your store.Few readers

• Why isn’t my order syncing with Gearment?

  If your order isn’t syncing with Gearment, it’s likely because automatic order pulling is not enabled for your store. To enable it: Go to Stores Click the Settings (gear icon) of the store Turn on Automatic order pulling when a new order arrives Click Save changes Once this option is enabled, new orders from your store will be automatically synced to Gearment. ![](httFew readers

• How do I sync the tracking number back to my store?

  To sync tracking numbers back to your store, make sure your store is connected to Gearment. Then go to Settings → General and turn on Auto sync tracking. Once enabled, tracking updates will be automatically synced to your connected store or marketplace.Few readers

• What costs are included in my order?

  An order includes the printing cost and the shipping cost. If you create an order using a shipping label purchased from an e-commerce platform (such as TikTok, Etsy, eBay, or Amazon), you only need to pay for the printing cost and the label application fee. No additional shipping cost is required. View the pricing chart here.Few readers

• Can I add a gift message directly within the order details?

  Yes. Ensure that you configure the gift message for your store before placing the order and add the message content in the order details. Instructions for configuring the gift message for your store are available here.Few readers

• Can I change the order details?

  Yes, you can edit order details before the order is successfully paid. Go to Orders → Draft orders, open the order, then click Actions → Edit order. You can update the shipping address, shipping method, or other order information. Once the order has been successfully paid, the order details can no longer be edited. If you need to make changes after payment, please contact the Gearment Support Team to request a cancellation and create a new one if it hasn’t been printed yet. ![Few readers

• What steps do I need to take to move an order into production?

  After successfully creating an order on the Gearment app, you need to ensure the order completes the following steps to move it into production: map product, approve order, and payment order. Follow the instructions provided hereFew readers

• How do I create a platform order?

  To create a platform order, go to Orders → Draft orders → Create order → Label order. See here for more details.Few readers

• Can I stop the production of an order?

  You can only stop an order before it is shipped. Once the order status is “Shipped”, you can no longer request to stop or cancel the order.Few readers

• How long will my order be displayed on the Gearment app?

  Orders will only be displayed on Gearment app for six months.Few readers

• What should I do if I can't verify the order address?

  If the system shows an “Undetected delivery address” message when you click Checkout, you should first confirm the address with your customer. If the customer confirms that the address is correct, you can proceed by clicking Mark address as valid on the pop-up to continue placing the order. Please note that once the address is marked as valid, Gearment will not be responsible for any delivery issues related to this confirmed address. ![](https://storage.crisp.chat/usersFew readers

• Will the printed product look the same as the preview image?

  Please note that the preview image is for reference only and represents the approximate print position and color. The actual printed product may differ from the preview image shown on the Gearment app.Few readers

• How will orders with multiple tracking numbers be displayed?

  Orders with multiple tracking numbers will be displayed in the order details. However, only one tracking number will be synced back to your store.Few readers

• Does Gearment accept FBA (Fulfillment by Amazon) orders?

  Gearment supports FBA (Fulfillment by Amazon) orders. You can see how to place an FBA order here.Few readers

• How can I export orders from the Gearment app?

  Go to Orders → Draft Orders, then click Export in the top right corner. Choose All orders or Filtered orders, and click Export CSV. You can track the export status and download the file later by going to** Logs → Export orders**. Once completed, the export file will also be sent to your email. ![](https://storage.crisp.chat/users/helpdesk/website/-/3/d/2/5/3d25223c2bf9cFew readers

• How do I report a defective order?

  If an order has an issue and requires support, you can create an issue ticket on the Gearment app. Follow the instructions provided hereFew readers