Gelato Globe launches new mobile app for very busy people
We deliver to an extensive list of countries and have local production in most regions.
See a full overview of all countries.
Most packages are delivered 2-4 business days after the order has been placed and confirmed.
Today we print locally in 30 countries.
Exceptions for high volumes, complex formats, or certain countries.
We provide a combination of local and international shipping options. You can see what shipment methods are available when sending a quote request.
Based on the number of products you are ordering, and the selected shipping method on Gelato:
Many shipping providers have strict limits of how many characters can fit on the label.
If the number of characters is exceeded, they cut the line anyway, and might not see some important information, like the house number or the company name.
Based on our 10+ years of experience delivering to 100+ countries, there shouldn't be any issues with those limits, even for really long addresses or names.
Shortened names can be used in the address line, for instance, for avenues, buildings, etc.
What address should I use for a test order on staging?
You can input any valid address for the country you want to test. For example, the address of a hotel in the capital city.
Print ready PDFs files yield the best print results. Below are a few guidelines to follow when preparing print files for Gelato.
CMYK-only, output intent set to
We recommend creating test files in our Gelato Print plugin for Adobe, which you can download for free here.
When you're creating a document from templates in the plugin, the size and bleed area will be set automatically.
The plugin also calculates spine width for glue bound products. With the plugin, Gelato Preflight and PDF export profiles are installed to ensure the file is prepared in accordance with our guidelines.
We only need the information required for the order to reach the recipient.
That includes delivery address, recipient's full name, phone number, and email. Phone number and email are requested by many shipping providers to notify the customer about the status of the order, any shipping exceptions or agree on the delivery time. This is a mandatory field for many delivery methods, like express. If for some reason the customer's email is not available, you can provide your own support email as a fallback strategy. In this case, you will receive all communications (if there is any) regarding the delivery of that order.
Do we need to split the First name and Last name?
Yes, this is required by the shipping providers when they verify the customer identity. It's better if the split is done on your end, then as will have full control.
Our Customer Support (CS) is available at firstname.lastname@example.org. If there is a production error or delivery issue, please reach out, indicating the following details:
Please note, that if the customer is experiencing unforeseen delays in delivery, we have exactly the same information as provided under the shipping link. Additional information can be provided only by the shipping providers themselves. When there are strikes, disruptions due to weather conditions, and other force majeure events, there is usually an information banner on the shipping providers' website.
Do you have a phone we can call to solve an issue for a customer?
Our Customer Support (CS) is email based only. They operate from 8 am till 11 pm CET, Monday to Friday. Our team strives to respond as fast as possible, and on average response time is under 1 hour. However, there are situations when the waiting time can reach up to 24 hours in very rare cases. This is majorly caused by our Christmas peak, which starts in October and lasts till the end of December.
If you need an urgent assistant, you can always reach out to your assigned account manager.
Can my customer change or cancel the order after it was placed?
In general, we recommend double-checking all the details and files before processing to check out. If, however, you found a mistake in the file or address, or need to cancel the order due to other reasons, it is possible only if the order hasn't been sent to printing. If the status of the order is other than
new, it's not possible to change or cancel the order, it will be printed anyway.
Usually, we send all files to production at midnight in the region of production, thus, there is a higher probability to cancel the order on the same day it was placed. However, during the peak season, which is from October to December, we start uploading print jobs 2 times a day, thus, it might not be possible to cancel the order on the same day.