Frequently asked questions (FAQs)
Getting Started
What is Wayo?
How does Wayo work?
How do I get started?
To get started, make an account. Once logged in, you’ll be able to access the client portal, where you can:
- Place orders for both catalog and fully custom products
- Review quotes and make payments
- Track your orders and deliveries
- Communicate with your project manager
What are the differences between a catalog product and a fully custom product?
| Catalog product | Fully custom product | |
|---|---|---|
| Cost | Pre-negotiated, low prices shared upfront | Varies by project |
| Level of customization | Limited to a range of pre-defined customizations | 100% customizable |
| Minimum order quantity (MOQ) | Typically ranges from 50 - 120 units (See individual product pages for more details) | Typically starts from 1,000 units for most projects |
| Turnaround time | Ships as soon as 2 weeks | Varies by project - as we recommend ordering a custom sample before proceeding to production, most projects will take at least 3 weeks. |
How do I order a catalog product?
1. Choose Your Item
Choose from our selection of catalog products.
2. Customize your product
Log in to the Wayo platform to begin customizing your product. Select product colors, dimensions, materials, printing methods, and more. Upload your logo or design.
3. Place Your Order
Confirm your order quantity, make your payment, and submit your production order. Our manufacturers will get started right away.
4. Receive Your order
It's that easy! When your full order arrives at your destination address, be sure to share your feedback with us. We'd love to see what you've created, so feel free to tag us on social media: @wayo.ai
Here's what to expect for custom orders:
1. Submit your request
Looking for an item that isn't listed in our catalog? Log in to the Wayo platform and submit a new project using our custom product sourcing form.
2. Review your quote
After submitting your project, you will be assigned a project manager, who will share a quote within the next two business days.
3. Place your custom sample order (Optional but highly recommended)
Once you’ve reviewed your quote quote, you can order a custom sample. This is your opportunity to approve the final appearance of your item before production.
4. Review custom sample
Carefully examine your custom sample once it arrives. Let your project manager know if you'd like to make any adjustments to the product. If not, you're ready to move forward with production.
5. Place your production order
Choose your order quantity and place your production order. Once we receive payment, our manufacturers will get started on your production order.
6. Receive your production order
It's that easy! When your full order arrives at your destination address, be sure to share your feedback with us. We'd love to see what you've created, so feel free to tag us on social media: @wayo.ai
Design
What file type should I upload?
Do you keep my artwork on file and where is this saved?
Can I specify a HEX/Pantone color for my print?
We will try to match your colors as accurately as possible regardless of the color code provided, However, if color accuracy and brand consistency is important, we highly recommend providing Pantone color codes for all colors in your design.
HEX codes are also acceptable, but may lead to more variations in color, as HEX codes were created for Internet and web designs. Colors on the screen don’t appear the same as colors in real life, and different people interpret the same colors differently. As a result, HEX codes are less likely to yield accurate color reproduction in physical products.
Note: Exact color matching isn’t possible for every product due to limitations in the printing process. Similarly, variations in color may naturally occur as various printing methods can alter the appearance of certain colors.
What dimensions should my design be?
Will my design be scaled up or down based on garment size?
What is a “safe print area”?
Can I order a custom sample?
Yes, it’s possible to order a custom sample for both catalog products and fully custom products, though it isn’t required.
However, for fully custom products, we highly recommend ordering a custom sample. That way, you can thoroughly inspect the product with your own eyes and let us know if any adjustments are necessary.
Note: Blank samples are not available at this time.
Why does it say my design was revised/needs revision?
- Image quality
- Image was pixelated or blurry
- Image was dark or unclear
- Image was too bright or washed out
- Image complexity
- Font or artwork contains extremely thin lines
- Gradient colors can’t be accurately reproduced
- Legibility
- Text size is too small
- Color of text is illegible against background
- Safety area
- Elements are not positioned within the designated “safe print area.”
If the adjustment is minor, our team will make the adjustment directly and notify you. If the revision is more major, your project manager will reach out to you directly with more detailed requirements.
In both cases, a revised design will be provided and must be approved before we move forward with your order. Note that delays in communication may impact the estimated delivery date.
Products & Orders
How does ordering a custom sample work? Why does a custom sample cost more than a single unit?
Custom sampling offers you the opportunity to see your finished product before placing a production order. You can order a custom sample for both catalog products and fully custom products on the Wayo platform.
The cost of a custom sample is higher than the cost of a single unit because creating a custom sample requires more time, energy, and skill. As the order quantity is very small, a custom sample can’t be produced on the assembly line, and is instead typically hand-crafted by a highly-skilled individual who creates the product from start to finish.
The cost of a single unit is lower because your product can be produced much more efficiently on an assembly line during the production phase. Most of the work goes into setting up the factory to manufacture your product, which is why the unit cost of a product is lower at higher order quantities.
Can I cancel or change my order?
Once your order has been confirmed, we can no longer accept a cancellation as your order is immediately sent to the supplier, who will begin production promptly.
If you need to make changes to your order for any reason, message us in the Wayo portal or email us at support@thewayo.com.
How can I report an issue with my order?
We are happy to assist with any issues you are having with your order.
For immediate assistance, send a message in the Wayo portal, or send us an email at support@thewayo.com.
What is your minimum order quantity (MOQ)?
Shipping & Fulfillment
How soon will I receive my order?
Production time for catalog products are listed under the product details. This is the average number of business days that it will take to produce your order once you’ve submitted your order.
Estimated production timelines for fully custom products can be found under “MOQ and lead time” in the product quote.
Note: Shipping is not included in the production timeline. The amount of time it’ll take to receive your order depends on your chosen shipping method.
What type of shipping methods are there? How long do they take?
We offer three types of shipping methods:
- Ocean Shipping: 35 days
- Air Economy: 14 days
- Air Express: 10 days
Do you ship worldwide?
Are all products in one order shipped together?
How are shipping costs calculated?
Payments, Billing, & Taxes
What type of payments do you accept?
We accept all major debit and credit cards (Visa, Mastercard, Amex, Discover) as well as Apple Pay and Google Pay payment methods.
For fully custom orders, we also accept wire transfers and ACH transfers.
Note: Depending on the size of your fully custom order, certain payments must be made via wire transfer or ACH transfer.
Where can I find invoices/order history for all my transactions?
When will I get charged for my order?
For catalog orders, you will be charged for your order at the checkout stage.
For fully custom product orders, you must make a payment to confirm your order and begin production. This is true for both sample and production orders. In some cases, your production cost may be split into “deposit” and “remainder” payments. Please refer to your invoice for more information.
What taxes apply to my order?
We currently collect all applicable taxes for goods and services shipped into California.
If you are based in CA and are exempt from CA State taxes (e.g., you have a reseller certificate), let us know by sending us a message in the Wayo portal or emailing us at support@thewayo.com.
Are there any fees for consulting?
Do you offer payment plans?
Can you help me ship to end customers and provide U.S. warehousing?
Due to the unique nature of custom product sourcing, we currently don’t offer payment.
All of our products are made to fit our customers’ specific requirements – as such, we are unable to offer extended payment terms. This ensures the timely production and delivery of your products.
We understand and appreciate the importance of cash flow for businesses, and we strive to keep our processes as transparent and streamlined as possible.
Returns
What if I’m not happy with my purchase?
Can I exchange my order?
Why does it say my order was "returned to sender?"
Unfortunately, this usually means that the address you provided was invalid or incorrect. Your order is likely on its way back to the Wayo warehouse – To update your delivery address, please contact us via email (support@thewayo.com) or the Wayo portal, and we’ll redirect your order to the new address. To avoid this situation, please double-check your delivery address before placing your order. While we’ll do our best to make sure your order safely arrives, please note that Wayo isn’t responsible for any additional costs that result from an incorrectly provided address.
What if the product was damaged in the mail?
We’re so sorry to hear that your product was damaged! Please contact customer support at support@thewayo.com at within 14 days and we’ll get it sorted out right away!