Frequently Asked Questions

Manage Orders

What does the status of my orders mean?

Pending
Your order has been created but production hasn’t started yet. While it’s pending, you can still make changes or cancel it.
To send the order to production immediately, click “Submit Order.”

Processing
We have received your order and it is now being prepared for production. Processing time may vary, typically taking 5–7 business days. If your order has not shipped within 7 business days, please contact us for an update.

Shipped
Your order has been dispatched and is on its way to the recipient. You can track its status using the provided tracking number.

Refunded
The order has been successfully refunded. The funds will be returned to your account within 30 days, depending on your payment provider.

Cancelled
The order has been cancelled. If you need details or next steps, please reach out to our support team.

Failed
The order could not be completed. Please contact us for assistance or to resolve the issue.

How do sample orders work?

Samples allow you to review product quality before selling to customers.
To place a sample order:

  • Create an order through your connected Shopify store
  • Complete the payment
  • Once confirmed, we’ll produce and ship the sample to you
Why don’t some updates I make to my Shopify order show up in the Obscura app?

Once an order is synced to Obscura, it won’t update automatically if you change it in Shopify. This includes changes to the shipping address, items, or quantities etc.

To apply the changes, please delete the order in Obscura and create a new one. This helps avoid errors during production.

How do I cancel or edit an order?

If the order is “Pending”
You can edit or cancel it directly from your Obscura dashboard. This includes:

  • Adding or removing products
  • Updating shipping information

If you cancel and want to proceed later, you’ll need to recreate the order manually.

If the order is “Processing”
Production has already started, so edits or cancellations may no longer be possible.
Please contact our support team at support@obscuraphotogifts.com for assistance.

How are damaged or defective orders handled?

Customer satisfaction matters to us. If an order arrives damaged or has a print defect, we’ll fix it at no cost.

Here’s how it works:

Your customer provides photo proof of the issue

You submit the details through the Obscura app

We issue a replacement or refund based on your store policy

We recommend clearly displaying your Return & Refund Policy on your website for the best experience.

What should I do if I can’t submit an order?

If there’s an issue placing an order, you’ll see a notification explaining the problem.

To resolve it:

  • Follow the instructions shown in the message
  • Update your payment method if your card is expired or invalid
  • Make sure the shipping address is complete and correct

Once fixed, click “Submit Order” to continue.