FAQs

1. General & Products

What is Donatran Shop?

Donatran Shop is an online custom print-on-demand (POD) retail brand. We offer uniquely designed graphic apparel, home accessories, and gifts that are manufactured individually for each customer once an order is confirmed.

How does print-on-demand work?

Unlike traditional retail stores that hold mass inventory in warehouses, our items are produced on demand. Once you place an order, our fulfillment partners custom-print, cut, sew, and inspect your specific garment or accessory before dispatching it directly to your address.

How do I know which size to order?

Every apparel item features a dedicated size chart on its product page, displaying measurements in both inches and centimeters. Because each blank garment style may fit differently, we recommend measuring a favorite item at home and comparing it to our size chart before ordering. A standard manufacturing tolerance of up to 1 inch (2.54 cm) is normal in textile printing.

2. Orders & Modifications

Can I change or cancel my order?

Because orders enter automated production queues quickly, we only accept cancellation or modification requests (such as address updates, size changes, or color adjustments) within 6 to 12 hours of placing your order. After this window, production begins and orders cannot be canceled or modified.

Can I add items to an existing order?

Once checkout is complete, items cannot be added to that existing transaction. You will need to place a separate order for any additional items.

3. Shipping & Delivery

How long does production and delivery take?

Your total delivery time combines custom production time plus carrier transit time:

Total Delivery Time = Production Time (5–7 Business Days) + Shipping Transit Time

  • Production Time: 5 – 7 business days for custom printing and quality checks.

  • Domestic US Shipping (Standard): 7 – 12 business days.

  • Domestic US Shipping (Express): 5 – 7 business days.

  • International Shipping (Standard): 10 – 20 business days.

  • International Shipping (Express): 7 – 10 business days.

How do I track my order?

As soon as your package is labeled and transferred to the shipping carrier, you will receive an automated shipping confirmation email with your tracking number. Tracking updates generally appear within 24 to 48 hours after courier acceptance.

Do you ship internationally?

Yes, we ship to most countries worldwide. International shipments are sent on a Delivered Duty Unpaid (DDU) basis; any applicable local import customs fees, duties, or VAT are the recipient’s responsibility upon delivery.

4. Payment & Billing

What payment methods do you accept?

We accept major credit and debit cards (Visa, MasterCard, American Express, Discover, JCB, Diners Club) as well as supported digital payment processors such as PayPal, Apple Pay, and Google Pay.

In what currency will I be charged?

All transactions are processed in USD (United States Dollars). If your local card or bank uses another currency, your bank will handle the currency conversion at their prevailing rates.

Is my payment information secure?

Yes. Our website uses 256-bit SSL encryption. We adhere strictly to PCI-DSS standards; your sensitive credit card information is processed directly by certified payment gateways and is never stored on our servers.

5. Returns, Replacements & Refunds

What is your return policy?

Because every item is custom-printed upon ordering, we do not accept general returns or exchanges for customer remorse or choosing the wrong size. However, we offer a 30-day guarantee for any defective, damaged, or misprinted merchandise.

What if my item arrives damaged, defective, or incorrect?

If your item arrives with defects, incorrect sizing from what was ordered, or damage from transit, contact us at [email protected] within 30 days of delivery. Please include:

  1. Your order number.

  2. A description of the issue.

  3. Clear photos showing the defect, garment label, and shipping package label.

Once verified, we will issue a free replacement or a full refund. You do not need to return the defective product.

How long do refunds take to process?

Once approved, refunds are credited back to your original payment method. Depending on your financial institution, it typically takes 3 to 7 business days to reflect on your statement.

6. Contact Information

Still have questions? Our customer care team is available to assist:

  • Brand: Donatran Shop

  • Website: https://donatranshop.com/

  • Email: [email protected]

  • Physical Address: 4042 Blue Crest Dr NE, East Wenatchee, WA 98802, USA

  • Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (PST / EST)