Handsdrop Contact: Pre-Sale & After-Sale Support

Whether you have a question before placing an order or need help after receiving your item, Handsdrop offers two direct ways to reach our team. Use whichever works best for you.

1. Scan the QR code to add customer service

On the page below, you will find a QR code. Scan it with WeChat or another compatible app, and you can add our customer service account directly. Once added, you can send messages, images, or voice notes to describe your issue.

This option works well when:

The question requires photos or screenshots, such as product details or a delivery photo. You want a stable contact channel throughout the order cycle, for example to check on production progress or confirm shipping details. You prefer to receive replies on your phone at your own convenience.

2. Live chat on the website (Crisp)

If you are already browsing the Handsdrop website, click the chat button in the bottom right corner of the page. A live chat window will open. This is a chat tool provided by Crisp, and it lets you speak with our customer service team in real time.

This option works well when:

You have a question while browsing a product page and want an immediate answer. The question is short and can be described in text. You would rather not leave the website to switch to another app.

When our team is online, messages are answered in real time. Outside of working hours, any message you send will be saved, and we will reply once we are back online.

3. Both pre-sale and post-sale questions are welcome

Either contact method can be used whether you are still choosing a product or have already placed an order and received it.

Common pre-sale questions include product materials, dimensions, production time, shipping costs, and delivery coverage. Common post-sale questions include order status, shipment tracking, delivery confirmation, and help with returns or exchanges.

When contacting us, providing an order number or a product link helps our team locate your case more quickly.

4. Frequently asked questions

What kinds of custom products does Handsdrop offer?

Handsdrop focuses on handmade, made-to-order products. Categories include pet portraits, hand-painted illustrations, needle felt pieces, ceramics, and handmade accessories, among others. Once you upload an image or describe what you want, we match your order with a maker who specializes in that style.

What information do I need to provide for a custom order?

When placing your order, you can upload reference photos and describe the style, colors, and details you have in mind. The more specific the information, the closer the final piece will be to what you expect. Some products also support multiple reference images, which helps the maker understand your request more fully.

Can the design be adjusted after ordering?

For most products, there is a design confirmation or discussion step before production starts, and this is when you can request changes. Once the piece enters the handmade production stage, major revisions or cancellations are generally not possible, since work has already begun.

How long does production take?

Production times vary by category, but the typical range is 5 to 10 days, with an overall delivery timeline of about 1 to 2 weeks. Our scheduling process is set up to keep output steady across orders.

How does shipping work, and which regions are supported?

Handsdrop ships worldwide. For common markets such as the US and Europe, shipping typically takes around 7 to 12 days. Delivery times vary depending on the destination and shipping method. Once your order is placed, real-time shipping information is available on the order page.

What if there is a problem with my order?

If an item has a quality issue, was damaged in transit, or clearly does not match the confirmed design, please contact customer service. We can arrange a replacement or a refund depending on the situation.

Can I return a custom product?

Because handmade items are produced on demand and personalized, Handsdrop does not generally accept returns without cause. However, if there is a quality issue or a production error, we will work with you on a reasonable resolution.

How does Handsdrop charge merchants?

The pricing model depends on which platform you sell on:

Merchants on Shopify can subscribe to a base plan and pay the product cost per order. Merchants on other platforms pay the product cost per order directly. Neither option requires holding inventory, since production happens on demand, which helps reduce operating costs.

Do I need to handle production and shipping myself?

No. You can focus on sales and marketing, while Handsdrop handles everything from custom production to fulfillment. The overall model operates close to a zero-inventory POD (print-on-demand) setup.