Frequently Asked Questions (FAQ)
We know you may have questions before placing an order. Here are some of the most common ones from our customers — along with clear answers from the Podlora team.
About Podlora
What is Podlora?
Podlora is a U.S.-based print-on-demand brand specializing in high-quality custom products for every holiday and celebration. Each item is made to order with care and creativity.
Where is Podlora located?
Our company is based in San Antonio, Texas, United States. Our physical address is:
15900 La Cantera Pkwy, San Antonio, TX 78256, United States
What makes Podlora different from other print-on-demand stores?
We focus exclusively on holiday and celebration-themed designs created by our talented in-house artists. We prioritize quality materials, eco-friendly printing, and exceptional customer service.
Orders & Purchasing
How do I place an order?
Simply browse our collections, select your desired product and size, add it to your cart, and proceed to checkout. You’ll receive an order confirmation email immediately after purchase.
What payment methods do you accept?
We accept major payment options including:
- Visa
- MasterCard
- American Express
- Discover
- PayPal
- Other secure online payment methods
All transactions are processed through secure, encrypted payment gateways.
Is it safe to shop on Podlora?
Yes! Our website uses SSL encryption to protect your personal and payment information. We never store your credit card details on our servers.
Can I use a discount code?
Yes! If you have a promotional code, you can enter it during checkout before completing your purchase. Discount codes cannot be applied after an order is placed.
Do you offer gift cards?
Please contact our customer support team at [email protected] for information about gift card options.
Shipping & Delivery
How long does it take to receive my order?
Our typical production time is 2–5 business days, followed by shipping time based on your location:
| Destination | Production Time | Shipping Time | Total Time |
|---|---|---|---|
| United States | 2-5 business days | 5-10 business days | 7-15 business days |
| Canada | 2-5 business days | 10-15 business days | 12-20 business days |
| International | 2-5 business days | 10-20 business days | 12-25 business days |
You’ll receive a tracking number once your order has been shipped.
Do you ship internationally?
Yes! Podlora offers worldwide shipping. Delivery times may vary based on destination, but we ensure fast and reliable delivery wherever you are.
How can I track my order?
Once your order ships, you’ll receive an email with a tracking number and link. You can use this to monitor your package’s journey to your door.
What if my order doesn’t arrive?
If your order hasn’t arrived within the expected timeframe, please contact us at [email protected] with your order number. We’ll investigate and resolve the issue promptly.
Do you offer expedited shipping?
Standard shipping times apply to all orders. For urgent requests, please contact our support team to discuss available options.
What are the shipping costs?
Shipping costs vary by destination and are calculated at checkout. Here’s our standard shipping rate structure:
| Destination | First Item | Additional Item | Free Shipping Threshold |
|---|---|---|---|
| United States (US) | $6.20 | $2.00 | Orders over $130 |
| Canada | $7.20 | $3.00 | Orders over $130 |
| Europe 1 | $7.20 | $2.00 | Orders over $130 |
| United Kingdom (UK) & Europe 2 | $7.20 | $2.00 | Orders over $130 |
| Europe 3 | $7.20 | $2.00 | Orders over $130 |
| Australia, New Zealand | $7.20 | $2.00 | Orders over $130 |
| Rest of the World | $12.00 | $2.00 | Orders over $130 |
Europe 1: Germany, Austria, Belgium, Italy, Netherlands, Poland, France
Europe 2: United Kingdom and remaining European countries
Europe 3: Northern Europe / EFTA States
Note: Free shipping applies automatically when your order reaches the threshold for your region.
Can I ship to a different address than my billing address?
Yes! During checkout, you can specify a separate shipping address. This is perfect for sending gifts directly to loved ones.
Order Changes & Cancellations
Can I change or cancel my order?
Orders can be modified or canceled within 6 hours of purchase. After production begins, we’re unable to make changes — so please review your details carefully before checkout.
To request changes or cancellation, email [email protected] immediately with your order number.
Can I change my shipping address after ordering?
If your order hasn’t shipped yet, we may be able to update the address. Contact us as soon as possible at [email protected] with your order number and new address.
Products & Quality
What products do you offer?
We offer a wide variety of custom products including:
- Apparel (hoodies, t-shirts, sweatshirts, tank tops)
- Drinkware (mugs, tumblers, water bottles)
- Home decor (ornaments, wall art, pillows, blankets)
- Accessories (tote bags, phone cases, stickers)
What materials do you use?
We use premium quality materials for all products:
- 100% cotton or cotton-blend fabrics for apparel
- Durable ceramic for mugs
- High-quality polyester for home decor items
- Eco-friendly, water-based inks for printing
Are your products eco-friendly?
Yes! We use sustainable print-on-demand production, creating items only when ordered to minimize waste. Our printing process uses eco-friendly, water-based inks.
How do I care for my Podlora products?
Apparel:
- Machine wash cold, inside out
- Tumble dry low or hang dry
- Do not bleach or iron directly on design
Mugs & Drinkware:
- Hand wash recommended for longevity
- Dishwasher safe (top rack)
- Microwave safe
Home Decor:
- Spot clean or gentle machine wash
- Air dry recommended
Do colors look exactly like the photos online?
We strive for accuracy, but slight color variations may occur due to screen settings and printing processes. If you’re unhappy with your product, contact us within 30 days.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy for defective, damaged, or incorrect items. Custom and personalized products may have different return conditions.
What if I receive a damaged or incorrect item?
If your order arrives damaged or incorrect, please contact us within 7 days of delivery at [email protected]. Our team will gladly replace or refund your item after reviewing the issue.
Please include:
- Your order number
- Photos of the damaged or incorrect item
- Description of the issue
How long do refunds take?
Once we approve your return, refunds are processed within 5-7 business days. The funds may take an additional 3-5 business days to appear in your account, depending on your payment provider.
Can I return a product if I just changed my mind?
Due to the custom nature of our products, we cannot accept returns for change of mind. However, if there’s a quality issue, we’ll make it right.
What if my product has a printing defect?
We inspect every item before shipping, but if you receive a product with a printing defect, contact us immediately. We’ll send a replacement at no cost to you.
Custom Orders & Bulk Purchases
Do you offer custom designs or bulk orders?
Yes! Podlora can create personalized designs for special occasions or bulk events. Reach out to our team at [email protected] with your request and we’ll be happy to assist.
What’s the minimum order quantity for bulk orders?
There’s no strict minimum, but bulk pricing typically applies to orders of 10+ items. Contact us for a custom quote.
Can I request a design that’s not in your catalog?
Absolutely! Share your ideas with us at [email protected] and our design team will work with you to create something special.
How long does it take to complete a custom order?
Custom orders typically require 7-14 business days for design approval and production, plus shipping time. We’ll provide a specific timeline when you submit your request.
Customer Support
When is Podlora customer support available?
Our customer service team is available Monday to Friday, 8:00 AM – 5:00 PM (CST). You can email us anytime at [email protected] and we’ll respond within 24 hours.
How do I contact customer support?
Email: [email protected]
Response Time: Within 24 hours (business days)
Mailing Address: 15900 La Cantera Pkwy, San Antonio, TX 78256, United States
I haven’t received a response to my email. What should I do?
If you haven’t heard back within 24 business hours, please check your spam folder. If still nothing, send a follow-up email or try contacting us from a different email address.
Privacy & Security
How do you protect my personal information?
We use industry-standard SSL encryption and secure payment processing. We never share your personal information with third parties without your consent. Read our full Privacy Policy for details.
Do you store my credit card information?
No. All payment processing is handled securely through trusted payment gateways. We never store credit card details on our servers.
Can I delete my account and data?
Yes. If you wish to have your account and personal data removed, please contact us at [email protected] with your request.
Still Have Questions?
If you can’t find the answer you’re looking for, we’re here to help!
Contact us at: [email protected]
Business Hours: Monday – Friday, 8:00 AM – 5:00 PM (CST)
We typically respond within 24 hours and are committed to making your Podlora experience exceptional.
Last Updated: January 2025