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Frequently Asked Questions
Design & Customization
Q: What products can I customize?
You can create your own designs on items such as enamel pins, tote bags, patches, keychains, and more. If you have something unique in mind, just let us know—we’ll do our best to make it happen.
Q: Do I need to provide a finished design?
Not at all! You can send us a rough sketch, logo, or even just an idea. Our design team can help turn it into production-ready artwork.
Q: What file formats do you accept?
We recommend vector files such as AI, PDF, or SVG. High-resolution PNG or JPG also works.
Q: What customization options are available?
Depending on the product, you can choose size, shape, colors, plating finishes, fabrics, and packaging. We’ll guide you through all the options.
Q: Can you match my brand colors exactly?
Yes. We use the Pantone Matching System (PMS) to ensure your brand colors are reproduced accurately.
Q: Can I have multiple designs in one order?
Yes, but each design is treated as a separate product. Discounts may apply if produced together.
Q: Can you add packaging or labels with my logo?
Definitely. We offer custom backer cards, hang tags, and branded packaging to complete your product.
Q: Can you produce 3D or special effects?
Yes. Options like glitter, glow-in-the-dark, metallic inks, embossing, or 3D molds are available depending on the product.
Pricing & Orders
Q: Is there a minimum order quantity (MOQ)?
Most custom products have an MOQ of [100 units]. Some items can be made in smaller quantities—contact us to confirm.
Q: How is pricing calculated?
Pricing depends on size, materials, colors, and quantity. Larger orders come with bulk discounts.
Q: Do you offer bulk discounts?
Yes. The more you order, the lower the unit cost. We’ll send you a detailed quote based on your order size.
Q: What payment methods do you accept?
We accept major credit cards, PayPal, and bank transfers.
Q: Do you charge a setup or mold fee?
Some custom products (like pins or patches) require a one-time mold/setup fee. This is usually waived for reorders.
Q: Is the quoted price all-inclusive?
Our quotes include design, production, and standard shipping unless otherwise stated. No hidden fees.
Q: Can I order samples before placing a bulk order?
Yes. Sample orders are available, usually at a slightly higher per-unit cost.
Q: Do you offer refunds if I change my mind?
Since products are custom-made, cancellations after production starts are not refundable. If you need changes, contact us as early as possible.
Production & Shipping
Q: How long does production take?
Standard production takes 2–3 weeks after you approve the design. Rush service is available—contact us for details.
Q: Do I get a sample before production?
Yes, we provide a digital proof (mockup) for approval. Physical samples may be available upon request.
Q: How long does shipping take?
Express shipping usually takes 5–7 days, while standard shipping may take 10–15 days depending on your location.
Q: Do you ship internationally?
Yes, we deliver worldwide. Shipping costs and times vary by country.
Q: Can I split my order into multiple shipping addresses?
Yes, we can ship to different addresses. Additional shipping charges may apply.
Q: What happens if my order is delayed?
We’ll notify you right away and provide updated delivery times. We also offer rush upgrades when possible.
Q: Do you handle customs duties and taxes?
International shipments may be subject to customs fees or VAT, which are the buyer’s responsibility.
Q: Can you ship directly to my customers?
Yes. We offer drop shipping and blind shipping (no branding on the package).
Quality & Guarantee
Q: What if my products arrive damaged or incorrect?
We stand by our quality. If there’s any issue with your order, we’ll replace or refund the affected items.
Q: How do you ensure color accuracy?
We use Pantone color matching to make sure your designs look as close as possible to your vision. Minor variations may occur due to printing or plating processes.
Q: Is my design kept on file for future orders?
Yes. Once your design is created, we store it securely for easy reorders.
Q: Can I update my shipping address after placing an order?
Yes, as long as the order hasn’t shipped yet. Contact us immediately for changes.
Q: Do you offer reseller or wholesale accounts?
Yes, we work with brands, retailers, and organizations. Contact us to discuss wholesale pricing.
Q: Can I get an invoice or receipt for my order?
Of course. We provide a digital invoice with every order.
Support & Reorders
Q: Can I reorder the same design later?
Yes! Once your design is in our system, reorders are quick and easy—often with shorter production times.
Q: Do you offer white-label shipping?
Yes. We can ship your products directly to your customers without our branding, perfect for resellers.
Q: How can I track my order?
Once your order is shipped, we’ll send you a tracking link so you can follow it all the way to your doorstep.
Q: How can I contact support?
You can reach us anytime via email at [hello@raoin.com] or through our live chat. We’re here to help!
Q: Will all items look exactly the same?
We follow strict quality checks, but small variations in color or finish may occur due to manufacturing processes.
Q: Do you grade products (A-grade, B-grade, etc.)?
Yes, especially for items like enamel pins. Standard orders are A-grade, with B-grades available at a discount if requested.
Q: What quality checks do you perform?
Each order goes through inspections for color accuracy, finish, packaging, and durability before shipping.
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