Every Merch account starts with an account team. They're the people you'll work with day-to-day to design, price, and place product. The platform you log into is the surface you share with them — most customers spend more time in email or on a call with their team than clicking around the portal.
Here is how the pieces fit together, in the order they usually happen.
#1. Pick a starting point — catalog or custom
Two paths lead to the same place:
- From the Product Catalog. Browse the full library on our site, find an item you like, and tell your account team. They dial in your colors, decoration, and sizing.
- From a custom idea. Message your account team with what you want — even if it's nothing like anything in the catalog. They work with the design team to source it and build it.
Either way, the result is a finished, priced product ready for you to order.
#2. The product lands in My Products
Once a design is approved and priced, it lives in My Products — your account's short-list of ready-to-order items. Reordering is a few clicks; the spec doesn't have to be rebuilt each time. See My Products vs the Product Catalog.
#3. Place a wholesale order
Tell us what you want, how many, and when you need it. Most orders include a quick approval step on the design proof before production begins. While we wait on you the order shows as Pending Client Approval; once you approve it flips to Client Approved and production starts. The order's top-level status is Open while everything's in motion.
You can build the order yourself in My Products, or just message your account team and ask them to set it up with you. Both paths are normal.
#4. Ship now or hold inventory with us
When the order is made, you have two choices:
- Ship it now. Bulk to one address, or split across recipients on the order itself.
- Hold it with us. Store the items in our global warehouse network and drop-ship from stock as you need them. Storage is flexible — you'll see charges for fulfillment, shipping, and storage where it applies.
#5. Where merch can be drop-shipped from
Once items are in inventory, recipients can be served three ways:
- Regular orders. Pick from My Products, choose recipients, ship.
- Campaigns. Send a redemption link or personal invites — recipients pick what they want and where it ships. One redemption, one shipment. See What campaigns are for.
- Integrations. Drop-ship straight from your own systems — Shopify, Salesforce or HubSpot via Zapier, or your custom apps via REST API and webhooks. See Integrations.
#Your brand on every customer touchpoint
When merch goes out to your recipients — through a campaign, an integration, or a regular order — every email and page they see is white-labeled with your brand kit. Invite emails, the redemption page, order confirmations, tracking emails, the tracking page itself. See White-labeling and branding.
#Statuses, fulfillment, and billing
Once an order ships, each box becomes its own fulfillment order with carrier tracking — Awaiting Shipment, Shipped, Delivered, or (rarely) Returned.
Most orders bill in two pieces: a deposit invoice at the start and a balance invoice once items ship. You can pay manually, turn on auto-pay, or pre-load account funds.
For the binding agreements that govern your account — payment, cancellation, returns, IP, data handling — see Legal and policies.