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Frequently asked questions (FAQs)

Table of contents

Getting Started Design Products & Orders Shipping & Fulfillment Payments, Billing, & Taxes Returns

Getting Started

What is Wayo?

Wayo is an AI-powered sourcing and customization platform that makes it easy for creators and companies to easily turn their brand vision into a reality. With our all-in-one intuitive platform, you can seamlessly design your product, manage your projects, and track your orders.

How does Wayo work?

Wayo works directly with an extensive network of manufacturers and suppliers to ensure high-quality products at competitive prices. By collaborating closely with our manufacturing partners, we’ve been able to build a sourcing solution that makes creating custom products simple and stress-free

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)	Our minimum order quantity is typically 100 units, with a lower minimum of 50 units for apparel and hats. (See individual product pages for specific 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

What kind of products do you offer?

We can source most common consumer products. However, we currently cannot source branded products (e.g. Stanley cups, Patagonia shirts), food or drink products, or cosmetics products.

Design

What file type should I upload?

AI or EPS file types will give you the best results, but we also accept high-resolution PNG and JPEG files. In all cases, higher resolutions are better.

Do you keep my artwork on file and where is this saved?

Yes, we do save your artwork on the Wayo platform! You can access your previously-used design files under the “Designs & reference links” section in each project.

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?

Requirements for design dimensions differ based on the item, item size, and printing method. Please see the design guidelines, located under each item's “Product details” for more information.

Will my design be scaled up or down based on garment size?

Yes, your design will be scaled up or down based on garment size. If you have specific questions about scaling, reach out to your project manager on the Wayo portal.

What is a “safe print area”?

The “safe print area” refers to the areas of a product where text and images should be positioned within your design. Please keep your design within the designated “safe print area,” as elements outside of the safety zone won’t be incorporated in the final product.

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?

There are a few common reasons why your design may need to be revised, such as:

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)?

The minimum order quantity (MOQ) differs for each product. You can find the MOQ for catalog products under the item description. You can find the MOQ for custom products under "MOQ and lead time" in the product quote. Keep in mind, you can order a single custom sample of any item.

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

Note: The shipping times listed above are estimates – they are not guaranteed arrival times. As our production facilities are located overseas, there is a possibility of shipping delays due to customs inspections or other reasons.

Do you ship worldwide?

Yes, Wayo is proud to serve customers all over the world. At checkout, input your delivery address and we’ll share a shipping cost based on the products you have selected and your chosen shipping method.

Are all products in one order shipped together?

Orders may be sent in multiple shipments, especially if order quantity is large. You can track and manage your shipments on your Wayo project dashboard.

How are shipping costs calculated?

Shipping costs are based on various factors including delivery location, volumetric weight/size, product quantity, duty rates, and chosen shipping method.

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 you log in to the Wayo platform, you can see all previous & current invoices under "Invoices" on the main dashboard menu.

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?

No, we don’t collect any extra fees! Our quotes are inclusive of all fees, including quality control, and applicable taxes or tariffs.

Do you offer payment plans?

Yes, when inputting your order quantity, be sure to split the order between the various addresses desired.

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?

Your satisfaction is our priority, which is why we make sure to give you multiple opportunities to review and confirm your colors and artwork before proceeding with production. Therefore, all sales are final, and returns and refunds are not accepted. However, If you do find defects in your order once it arrives, please reach out to us within 30 days of delivery, and we’ll do our best to resolve the issue!

Can I exchange my order?

Because all products are custom-made to your specifications, we are unable to offer exchanges as the items can’t be resold or repurposed.

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!