FAQ

Quick answers to the questions merchants ask most. Each answer links to the article with the full details.

Getting started

Do I need to know design software to use Customezo?

No. Setting up a product is filling in sizes and positioning a box on a photo. Your customers do the designing.

How long does setup take?

A first product takes around 30 minutes including the theme setup. Later products take a few minutes each.

Does Customezo change my theme’s code?

No. It installs as Shopify theme app blocks that you turn on and off in the theme editor. Nothing is injected and nothing is left behind when you uninstall.

Will it work with my theme?

Any theme that supports app blocks (Online Store 2.0) works out of the box. Legacy Liquid templates work too, but automatic detection of the button cannot run — you confirm the installation manually.

Can I use Customezo without Shopify?

Yes, through the Portal, which supports stores that are not connected to Shopify. Shopify-specific features (checkout fees, theme blocks, Shopify discounts) are not available for those stores.

Products and setup

How many sides can a product have?

As many as you need — front, back, both sleeves, inside, lid. Each side has its own background, print area and required/optional setting.

Can different variants have different print areas?

Yes. Apply a print area to all variants, to one color group and all its sizes, to a single variant, or to a hand-picked selection.

I do not have mockup photos for every color. What do I do?

Use the mask + color background mode: upload one transparent PNG per side and each variant fills it with its own color.

Can the print area be round?

Yes — rectangle, ellipse/circle, triangle and diamond. Designs are trimmed to the shape in both the preview and the print file.

What is a canvas product?

A product with no mockup where the entire sheet is printable, defined by a physical sheet size. See Canvas products.

Can I duplicate a setup across similar products?

Use Copy this print area to all sides within a product, and design templates or product templates across products.

Customers and the designer

What can customers add to a design?

Text with Google Fonts and your own uploaded fonts, uploaded images (including SVG), clipart and backgrounds from your gallery, shapes, QR codes, solid colors and gradients — subject to the limits on your print method.

Can I give customers my own clipart and backgrounds?

Yes. Upload them to the Design Gallery, sort them into categories, and turn on Gallery panel for customers. Shoppers then pick them from a Gallery button in the designer. It works on every plan, including Free.

Can customers put a QR code on their product?

Yes. In the designer they open Elements → QR code and create a code for a link, text, e-mail, phone number, SMS, Wi-Fi network or contact card. The panel tells them how large to print it so it scans. See QR codes & phone upload.

Can customers upload photos from their phone while designing on a computer?

Yes. Upload from phone in the upload panel shows a QR code. They scan it, pick up to 20 photos, and the photos appear in the designer within seconds. The code works for 10 minutes. iPhone HEIC photos are not supported — the phone needs to be set to Most Compatible.

Can I ask customers to confirm something before they add to cart?

Yes. With add-to-cart confirmations you add checkboxes and short questions — I checked the spelling, Date of the event — that customers answer before adding the design to the cart. The answers appear on the order with a Verified status.

Can I hide prices in the designer?

Yes. Switch off Show prices in the designer under Settings → Store. The designer then hides the product price, discounts and totals, but still shows the extra fees the customer chooses. Prices and discounts still apply in the cart and at checkout.

Can customers save a design and come back?

Yes. Designs are saved as drafts and listed under My designs.

Can they edit a design after adding it to the cart?

Yes, while the Customezo Cart UX embed is enabled and you have not locked the order or started production.

Does the designer work on phones?

Yes. The layout adapts, with tools in a bottom sheet.

In which languages is the designer available?

English, Spanish, German, French, Italian, Dutch and Turkish. It follows the shopper’s storefront language.

Can I stop customers from ordering low-quality artwork?

Set a minimum DPI on the print method and choose Block checkout. Customers see a warning with the actual print resolution of their image.

Pricing and orders

Can I charge extra for personalization?

Yes — per extra side, per add-on and per effect, through pricing profiles.

Are the fees charged at checkout, or do I invoice separately?

At checkout. Fees are applied to the cart through Shopify Cart Transform, so the total in the designer is the total the customer pays.

Can I give quantity discounts?

Yes, with tiered bulk discounts enforced at checkout. Each tier can give a percentage, a fixed amount off each item, or a new unit price. Quantity is counted per product, across the whole cart, or per variant, and you can choose which variants get the discount.

Can customers approve a proof before I print?

Yes. Set the Communication mode to Proof approval under Settings → Customer communication. Once the order’s previews are ready, the customer gets a proof e-mail and can approve it or request changes. Approved items are locked for production. Reminders, auto-approval and Shopify order tags are optional. See Proof approval & customer e-mails.

Can I send customers a summary of their design after they order?

Yes. Choose Design summary or Summary + edit link as your communication mode. With the edit link, customers can fix the artwork for 48 hours by default — the product, size, color and quantity stay as ordered.

Where do I get the print files?

Under Orders — per item, or as an Order ZIP with everything. See Orders & print files.

In what format are print files?

PNG and/or PDF, at the DPI, color mode and background set on the product’s print method. Optionally a trimmed PNG alongside the full-sheet file.

A customer uploaded the wrong photo. Do I have to cancel?

No. Send an edit link from the order and they fix it themselves; the print files re-render automatically. You can also edit the design from the admin.

Can I stop a design changing once production starts?

Lock the order or the individual line item.

Account

How is Customezo billed?

Through your Shopify invoice. Plan changes are approved in Shopify. See Plans & billing.

What counts against my plan limits?

Designs and orders in the current period, and storage used by uploads, previews and print files.

Do AI credits expire?

Plan-included credits reset monthly; purchased top-up credits never expire and are used after the included ones run out.

What happens to my data if I uninstall?

It is retained for a limited period so you can reinstall without losing your setup, then removed following Shopify’s shop redaction request. Download the print files you need first. See Privacy & data.

Can my team use the app without Shopify admin access?

Yes, through the Portal, with roles that limit what each member can do.

Still have a question?

Open Support in the app. You get a reference number and a reply within 24 hours.