Gelato Create

Find a solution to the problem with your order

Order issues

Find our what may be causing problems with a new order

Placing an order

Learn how to resolve order placement errors by checking your payment method, shipping info, and product details

I receive an error message when I try to place an order. What should I do?

Learn how to resolve an order on hold with Gelato

Email Notification from Gelato: Order [123] is on hold - Action required

There was an issue with the payment. Message from the payment provider is: "Refused"

Learn why having an active payment method on file is crucial and how to add one to your account to avoid payment errors

No active payment methods

Learn why you see the "Delivery for a submitted combination of products isn't possible to the chosen destination" error and find solutions

Delivery for submitted combination of products isn't possible to chosen destination

Learn how to handle orders with out-of-stock items

What happens when an order contains products that are out of stock?

Learn how to handle out-of-stock frames or hangers

The frame or hanger included in this order is temporarily out of stock

Learn how to delete draft and pending approval orders in Gelato

Can I delete an order with the status "Draft" or "Pending approval"?

Learn how to manage Not Connected orders in Gelato by either connecting them to your products or ignoring them for order fulfillment

How do I manage Not Connected Orders?

Order Errors and Issues

Learn how to fix the "Product fit check" error by resizing your design to match the product's printable area

The document page dimension is larger than the product requirements

Learn how to optimize image quality with the right resolution: aim for 300 PPI, and avoid images below 150 PPI to prevent blurriness

Resolution of color and grayscale images larger than 16x16 pixels is between 150 and 225 ppi inside BleedBox

Learn how to fix the "incorrect number of pages" error by ensuring your PDF page count matches the product's required page count

The document contains an incorrect number of pages

Learn how to fix bleed issues by adding a 4mm bleed to all sides of your design to prevent unwanted white borders on your printed product

Document page dimensions matched the product size but did not include bleeds

Learn how to resolve the "Something went wrong" upload error by removing password protection from your file before re-uploading it

Password-protected file (Something went wrong... Please try later)

More than one encoding in symbolic TrueType font's cmap

Learn how to resolve spot color issues by converting them to CMYK to ensure accurate printing and avoid color discrepancies

Spot colour is used

Learn how to handle the "Effective ink coverage is above 320% inside BleedBox" error

Effective ink coverage is above 320% inside BleedBox

File and Document Issues

Learn how to update addresses for orders to China, Japan, or South Korea by using local languages

Address Line 1/2: Please use the local language for the input (language)

Learn how to fix address line errors by splitting or abbreviating long addresses to meet character limits

Address Line 1/2: Value is too long. Maximum length is 'X'

Learn how to fix the "Incorrect enum value" error by updating invalid state codes to the correct two-letter codes

State: Incorrect enum value

Learn how to fix "invalid postcode" errors to ensure smooth order placement, including tips for countries without standard postal codes

Post Code: The value is not a valid postcode.

Address and Localization Issues

Learn how to cancel an order directly from your Gelato Dashboard

How do I cancel an order via the Gelato Dashboard?

Learn how to update a shipping address for orders, with guidance on limitations and handling changes at various order stages

How do I change a shipping address for an order?

Learn how to update the shipping method for an order

How do I change the shipping method in the Gelato Dashboard?

Do you have any questions about why your order has not been dispatched?

Order not shipped

Learn why tracking updates might be delayed

Tracking Updates

Learn what to do if your Gelato order is late by checking your order status on the Gelato Dashboard and following our troubleshooting guide

What if an order is late?

Learn how to handle lost orders and request replacements within 30 days if the order hasn't been delivered

Shipping & delivery: What if an order is lost in the mail?

Learn how to handle orders returned to sender

My order shows it is being returned to sender, what now?

Your order is on the way - check this section for more related articles

Order in transit

Learn how to report a damaged product on Gelato by including necessary details like photos and descriptions to ensure a quick resolution

What if a product is damaged?

Learn how to resolve incomplete orders on Gelato, including missing items or posters in framed orders

I received an incomplete order, what should I do?

Learn why printed apparel colors might differ from your digital designs and discover tips to achieve the best color results in DTG printing

The colors on my printed garment don’t match my file

Learn how to troubleshoot and resolve issues when a poster doesn’t fit into a frame

What should I do if my poster doesn't fit into the frame?

Learn whether packaging inserts or branded labels affect delivery times