Help Center
Guides for store binding, exception handling, order placement, and daily operations. Detailed manuals for each menu are listed below.
IV. Feature Manual
The following explains each module in left-menu order, including purpose and common operations.
4.1 Home
Workspace dashboard showing orders, logistics, stores, and revenue so you can check business status at a glance.
- Overview: Order status counts (Pending Design, Pending Order, In Production, Shipped, etc.) and exception logistics stats (shipment failed, label failed).
- Store stats: Pie chart of orders by store for today / this week / this month.
- Shipping fees: View unpaid shipping charges and jump to the fee details list.
- Data stats: Carousel of revenue, order count, and item count for today / this week / this month / this year.
- Order trend: Line chart of order trends, switchable by today / this week / this month.
- Shortcuts: Announcements, to-dos, and other quick info on the right.
4.2 Asset Library
Manage design images from your personal library and platform cloud assets.
- Filters: Search by source (personal / cloud), name/tags, created time, and modified time.
- Upload: Batch-upload images and add tags for later search.
- Batch actions: Batch delete, batch tag, or batch design (open the designer with multiple images).
- Single actions: Preview, edit tags, delete, or start a design.
When designing orders or placing manual orders, reuse assets here instead of uploading again.
4.3 All Orders
Core order lifecycle page, from platform sync through shipment completion.
- Status tabs: Pending Design, Pending Order, Pending Production, In Production, Shipped, Completed, Canceled, Exception, and more.
- Search: Filter by platform, store, order No., tracking No., platform status, date range, and advanced conditions.
- Design mapping: In Pending Design, choose product, size/color, and upload artwork to bind products to order items.
- Batch order: In Pending Order, select orders and submit them for production.
- More actions: Restore order, regenerate logistics, edit logistics, cancel, recover, or edit items.
- After a store is bound, orders sync automatically every 30 minutes.
- Newly synced orders enter Pending Design; after mapping they move to Pending Order.
- Select orders and place them; the system schedules production and shipping.
4.4 Import Orders
Use Excel import when a store is not bound, or when you need to import offline orders in bulk.
- New import: Choose platform and store, then upload an Excel file (generic or custom template).
- Generic template: Download the standard template, fill it in, and upload.
- Custom template: Use a saved field-mapping template without changing spreadsheet layout.
- Import history: Review past imports and results.
- Select the target platform and store.
- Download the generic template or use an existing custom template.
- Fill in order data and upload the Excel file.
- After a successful import, upload matching shipping labels in Import Labels.
4.5 Custom Excel Template
Create and maintain field-mapping templates so you can import the same Excel format repeatedly.
- Upload template: Upload a sample Excel file in your own format.
- Field mapping: Map Excel headers to system fields (order No., SKU, shipping address, etc.).
- Template list: View and edit saved templates.
After setup, choose the custom template on Import Orders and import directly.
4.6 Mapping Records
History of mappings between platform SKUs and system products/designs.
- Search: Filter by product ID (ASIN / product ID), platform SKU, and created time.
- Record details: Product info, platform SKU, and mapping time for each design bind.
Use this when the same platform SKU is reordered or when you need to check a mapping error.
4.7 Import Labels
Upload PDF shipping labels for existing orders. Use this for platform logistics, manual orders, or failed system labels.
- Import labels: Batch-upload PDF files named by order number.
- Batch tracking numbers: Enter tracking numbers manually or import them in bulk.
- Import feedback: Shows total files, importable count, failed count, and failure reasons.
For TEMU Fully Managed orders, merge the shipping label, product label, packing label, and EU representative label into one PDF named by order number.
4.8 After-sales
Review and handle after-sales requests such as refunds and returns.
- Filters: Search by after-sales type, handling status, and order number.
- Types: Full refund, product refund, shipping refund, and more.
- Status: Pending review, refunding, refunded, rejected, canceled, etc.
- Actions: View details, approve/reject, or cancel a request.
4.9 Design
Online designer: choose a blank product, upload artwork, adjust placement, and create a finished custom product.
- Choose product: Browse customizable items such as T-shirts, pillows, and phone cases.
- Upload artwork: Upload from your computer or pick from the asset library, then drag to move, resize, or rotate.
- Multi-side design: Design front/back or multiple print areas separately.
- Preview & save: 3D/mockup preview; save as a finished product or add to cart.
- Bind to order: When opened from Design Mapping on an order, the finished design is bound to that order item.
- Choose product type and specs (color, size).
- Upload or select artwork and place it correctly.
- Preview, then save or complete the order mapping.
4.10 Finished Products
Manage saved designs. Batch actions, add to cart, and export listing data are supported.
- Search: Filter by name, tags, and created time.
- Batch actions: Batch rename, batch tag, or batch-download mockups.
- Add to cart: Add selected items to cart for manual checkout.
- Export listing: Export data for Temu, AliExpress, and other platforms.
- Row actions: Edit, delete, view SKU mockups, or duplicate.
4.11 Products
Browse the full catalog of customizable products, view details, and start a custom design.
- Categories: Filter by category tree (apparel, home, accessories, etc.).
- Search: Find products by name keywords.
- Product cards: Show image, name, and code; click for details.
- Favorites: Save frequently used products.
- Customize: Open the designer based on that product.
4.12 AI Console
AI image tools to help create and optimize design assets.
- Text to image: Describe a scene and generate artwork.
- Image variants: Generate variations from a reference image, optionally guided by keywords.
- Title extract: Extract product title text from an image.
- Enhance: AI upscaling for low-resolution images.
- Remove background: Auto cutout to a transparent PNG.
- Remove watermark: Detect and remove watermarks from images.
Generated images can be saved to the Asset Library for design and listing.
4.13 Downloads
Track file download tasks such as batch exports and mockup downloads.
- Search: Filter by created time and customer type.
- Task status: View generation progress and completion.
- Download file: Download the package after the task finishes.
4.14 Listing · Helper Tools
4.14.1 Asset Management
Manage listing helper content such as product descriptions and attribute templates.
- View, add, edit, or delete listing asset entries.
- Reuse assets when creating listing templates or publishing products.
4.14.2 Brand Monitoring
Maintain a forbidden-brand word list and detect infringement risks in titles and descriptions before listing.
- Filters: Search by platform, word library, and brand keywords.
- Add words: Manually add brand or sensitive words to avoid.
- Libraries: Create and manage word lists by platform or category.
Run brand-word detection before listing to reduce the risk of takedowns.
4.14.3 Watermarks
Manage main-image watermark templates. Watermarks can be applied automatically when listing.
- Search: Filter by watermark name and created time.
- Add watermark: Upload an image and set position, opacity, and other options.
- Edit/delete: Maintain existing watermark templates.
4.15 Listing · Templates
4.15.1 Temu Templates
Create and manage Temu listing templates with preset title, attributes, description, and other field rules.
- Filters: Search by store and template name.
- New template: Configure category, attributes, pricing rules, image rules, and more.
- Edit/copy/delete: Maintain templates or duplicate an existing one.
- Export listing data from Finished Products.
- Use a Temu template to generate products pending publish.
- Confirm and publish from the Temu Publish List.
4.15.2 AliExpress Templates
Create and manage AliExpress listing templates.
- Filters: Search by store and template name.
- New template: Configure category, attributes, shipping template, description template, and more.
- Manage: Edit, copy, or delete existing templates.
4.16 Listing · Publish Lists
4.16.1 Temu Publish List
Track Temu publish tasks from pending through success.
- Status tabs: Pending, Publishing, Published, Failed.
- Filters: Search by store and keywords (EN/ZH title or product ID).
- Publish: Batch-publish selected items; retry failed tasks.
- Batch delete: Remove unused publish tasks.
- Debug status: Refresh publish status to troubleshoot issues.
4.16.2 AliExpress Publish List
Track AliExpress publish tasks. Features are similar to the Temu publish list.
- Status tabs: Pending, Publishing, Published, Failed.
- Filters: Search by store, product name, keywords, and updated time.
- Publish/retry: Batch submit or retry failed tasks.
- Edit: Change title, price, images, and other fields before publishing.
4.17 Transactions
View all account fund movements, including top-ups, charges, and refunds.
- Filters: Transaction type, payment method, payment status, and paid-at range.
- Details: Amount, type, related order, paid time, and status for each record.
- Summary: Income and expense totals for the current filters.
4.18 Account (top-right menu)
4.18.1 Membership
Manage your profile and password.
- My account: View and edit name, mobile number, email, and other profile fields.
- Account info: Username, role name, and account balance.
- Change password: Verify the old password, then set a new one.
4.18.2 Store Management
Bind and manage marketplace stores. This is required before order sync and listing.
- Platform tabs: Manage stores by Temu, AliExpress, Rakuten, and others.
- Add/authorize: Add a store manually or complete OAuth with a platform token.
- Store status: Enable/disable a store and check authorization or error messages.
- SKU mapping: Map platform SKUs to system products.
- Entity & EU label: Bind an EU representative label for Temu stores.
- Primary store: Set the primary store association for Rakuten.
If authorization expires or fails, the Home dashboard shows an alert. Re-authorize promptly so orders keep syncing.
4.18.3 Sub-accounts
Manage team accounts, assign roles and store permissions, and collaborate.
- Add sub-account: Create a username, set a password, assign a role, and link stores.
- Search: Find sub-accounts by real name.
- Edit: Update profile, role, and store permissions.
- Enable/disable: Control whether a sub-account can log in.
- Reset password: Admins can reset a sub-account password.
4.18.4 Roles
Define roles and menu permissions for finer access control with sub-accounts.
- Add role: Create a role name and select accessible menus and actions.
- Search: Find roles by name.
- Edit permissions: Adjust access to modules such as Orders, Design, Listing, and Reports.
- Delete role: Remove unused roles (make sure no sub-account is still assigned).
Create roles by job, such as Operations, Design, or Finance, and avoid granting extra permissions.
I. Bind a Store
1.1 Before binding in the system
- For TEMU Fully Managed / Semi-Managed stores, set the factory address in the store backend first. Ask support for the matching factory address.
1.2 Bind a TEMU Fully Managed store
- In Temu Cross-border Seller Center, open Service Market → Authorization Management.
- Under Authorization Management (Products), click Add Authorization, search for NexusOS, select all, and confirm.
- After authorization succeeds, copy the token.
- Open the workspace and go to Store Management → Temu in the top right.
- Click Authorize.
- Complete store authorization.
- Bind the EU representative label to the store.
1.3 Bind a TEMU Semi-Managed store
- In the TEMU store backend, open US orders, then Service Market → Authorization.
- Get authorization (Order token: Authorization Management (Orders) US/Global/Europe; Product token: Authorization Management (Products) Global), search NexusOS, select all special authorizations, and confirm.
- Copy the token into the system backend.
- Choose a Semi-Managed store and select the US region.
1.4 Bind a Rakuten Japan store
- Follow the guide to get the Service Secret and License Key.
- Complete application registration.
- Copy the keys generated in the store backend into the system store-authorization fields.
If Rakuten Japan orders show no images, or clicking SKU does not open the buyer storefront, enable product API access (paid, JPY 10,000/month, paid by the Rakuten store). The permission is “ItemAPI 2.0”. If the backend still shows 1.0, enable 2.0 and turn on all 7 options under that permission.
II. Troubleshooting
2.1 Order item deleted by mistake
- In the order list, click More → Restore Order to restore the order to the state just synced from the platform.
2.2 Order exceptions
- Check the error message first. If the store-backend order link is the issue, fix it there.
- Then in the order workspace click Edit Logistics and reselect shipping (Fully Managed orders do not need logistics when reselecting).
- If the status is still abnormal, click More → Regenerate Logistics.
- If it is still abnormal, cancel the order, then in Canceled orders click More → Recover Order, then in Pending Order click More → Restore Order.
- If none of the above works, download the label from the store backend and upload it via Orders → Import Labels.
Name label files by order number. PDF is required. For TEMU Fully Managed orders, download the product label and packing label from the store backend and put them in the same PDF before upload.
III. Usage Rules
3.1 Order placement flow
- Bound-platform orders sync automatically every 30 minutes.
- After the first sync, go to All Orders → Pending Design and click Design Mapping to bind products.
- Choose the matching product.
- Choose the matching size and color.
- Upload the image, resize it, and click Design Mapping.
- Wait about 3 seconds to jump to Pending Order, then select and place the order.
- TEMU JIT orders must be packed and shipped in the store backend.
For Yiwu Baowan warehouse, follow the packing-and-ship guide. For JIT orders in other warehouses, choose a platform-recommended carrier (Kuayue next-day first, SF next-day second), then confirm shipment.
3.2 Import orders (non-sync flow)
- If the store is not bound, use Import Orders: go to Orders → Import Orders.
- Download the generic template and fill in the orders to import.
- Upload the spreadsheet.
- After a successful upload, go to Orders → Logistics → Import Labels.
- For TEMU Fully Managed, put the shipping label, product label, packing label, and store EU representative label in the same folder, name files by order number, and import.
3.3 Manual orders
- Design the product.
- Add it to cart.
- Open the cart in the top right and check out.
- Fill in the shipping address, choose a system order, and select the manual-order store (platform orders can include a platform order number).
- Submit the order.
- For platform logistics or existing labels, upload a PDF named by order number in Orders → Logistics → Upload Labels.
3.4 Handling exception orders
- For exception orders, first handle the exception in the TEMU backend.
- If the order cannot ship, go to TEMU backend → Purchase Order List → Regular Purchase Orders.
- When the backend status becomes Awaiting Shipment, follow the system-backend steps shown in the guide and wait a few minutes for the change to take effect.
3.5 Orders with multiple units of one item
- Map the first unit first.
- Then add and map the second unit.
3.6 Customer cancels one item in a multi-item order
- In Order Management → Pending Order, find the order, click Edit, delete the canceled item, then place the order.
- If the order was already placed, cancel it first, then recover it.
V. Shipping Policy
Order Processing & Delivery Time
Estimated Arrival Time = Production Time + Shipping Time
Each order requires time for production before it can be shipped. Our current production time is approximately 3–6 business days.
After production is completed, estimated shipping times are:
- Standard Shipping: 8–12 business days
- Expedited Shipping: 5–9 business days
- Expedited DHL/FedEx Shipping: 3–7 business days
Please note that production times may be slightly longer during holidays, peak seasons, or periods of high order volume.
Shipping Costs
1. Free Standard Shipping
We provide FREE Standard Shipping for eligible orders delivered within the 48 contiguous United States.
Estimated shipping time: 8–12 business days
Free shipping does not apply to Alaska, Hawaii, Puerto Rico, or other U.S. territories.
2. Expedited DHL/FedEx Shipping
For customers who need faster delivery, we offer DHL/FedEx Expedited Shipping for $20.
Estimated shipping time: 3–7 business days
Important: Upgrading your shipping method only reduces transit time. It does not shorten the production time required to prepare your order.
How Can I Track My Order?
Once your order has completed production and is ready to leave our facility, you will receive a shipping confirmation email with tracking information.
Because many of our products require customized production, please allow approximately 3–6 business days for processing before shipment.
After the tracking number is issued, it may take 24–48 hours for the carrier's tracking system to display the latest updates.
Delivery estimates may occasionally be affected by severe weather, carrier delays, holidays, or other circumstances outside our control.
Do You Offer International Shipping?
Yes! We are happy to ship orders to customers in many countries worldwide.
Depending on the destination and available shipping service, orders may be delivered through carriers such as UPS, DHL, FedEx, TNT, or USPS.
Our standard production time remains the same for international orders, while shipping costs and transit times vary depending on the destination.
Please be aware that customs duties, import taxes, VAT, or other local fees may apply. These charges, when applicable, are determined by the destination country's customs authorities and are generally the responsibility of the recipient.
Please Note
For personalized or custom-made products, quality is carefully checked before shipment.
If an item does not meet our quality standards and needs to be remade, the order may require additional production time. We only ship products that have passed our quality inspection, as our goal is to ensure that every customer receives a product that meets our standards.
VI. Warranty Policy
We want every customer to receive an order that meets the details submitted at checkout. Because many of our products are personalized, custom printed, or made to order, return eligibility is different from that of standard retail products.
Customers should contact us regarding an eligible return or product issue within 30 days of receiving the order. Requests submitted after this period may not qualify for a replacement, refund, or other resolution.
Please note that custom-made and Print-on-Demand products are generally non-returnable unless there is a manufacturing defect, printing or embroidery issue, incorrect item, or a significant difference between the product received and the approved/order design.
Our Quality Guarantee
If we make an error with your order, we will work with you to provide an appropriate solution.
Returns, replacements or refunds may be approved when:
- The item is printed or embroidered incorrectly compared with the customization information submitted with the order.
- You receive the wrong product, color, style, or another item that does not match your order.
- The product arrives with a manufacturing defect or significant quality issue.
- The printing or embroidery is defective, damaged, or materially different from the approved design.
Depending on the situation, we may offer a replacement, partial refund, or full refund.
Whenever possible, we will first arrange to remake an item that was produced incorrectly. If we are unable to reproduce the item correctly, a refund may be issued for the affected product.
Approved refunds are normally processed after the required return or supporting information has been received and reviewed.
If the issue was caused by us and a return is required, reasonable return shipping costs will be covered by us.
VII. Return Policy
Return & Refund Policy
We want every customer to receive an order that meets the details submitted at checkout. Because many of our products are personalized, custom printed, or made to order, return eligibility is different from that of standard retail products.
Customers should contact us regarding an eligible return or product issue within 30 days of receiving the order. Requests submitted after this period may not qualify for a replacement, refund, or other resolution.
Please note that custom-made and Print-on-Demand products are generally non-returnable unless there is a manufacturing defect, printing or embroidery issue, incorrect item, or a significant difference between the product received and the approved/order design.
Returns or refunds are generally not accepted for:
Because personalized products are produced according to the information selected or submitted by the customer, we cannot normally accept returns for reasons including:
- Ordering the wrong size when the product was made according to the selected size.
- Changing your mind about the color, pattern, design, personalization, or style after production.
- Incorrect names, numbers, logos, text, addresses, or other information provided by the customer.
- Failed delivery caused by an incorrect or incomplete shipping address supplied at checkout.
- Products that have already been worn, used, washed, altered, or damaged after delivery.
- Damage caused by improper washing, cleaning, storage, or care.
- Normal signs of wear caused by regular use.
- Fading, discoloration, or material deterioration caused by prolonged sunlight, heat, chemicals, or improper storage.
- Minor differences in color caused by screen settings, lighting, printing processes, or different production batches.
Return Shipping Costs
If a return is requested for reasons that are not related to a product defect or an error made by us, the customer is responsible for the return shipping cost.
The actual return shipping charge will depend on the carrier, destination, package dimensions, and shipping method selected by the customer.
If you receive an incorrect, damaged, or defective item due to our production or fulfillment error, you will not be responsible for eligible return shipping costs.
Please contact us before returning any product so that we can confirm whether a return is required and provide the appropriate instructions.
Order Cancellations
Personalized products are made specifically for each customer, and production may begin shortly after an order is placed.
If you would like to cancel an order, please contact us as soon as possible and include your order number and cancellation request.
Before Production Begins
If your order has not yet entered production, we may be able to cancel it without a production charge.
After Production Begins
Once a customized item has entered production, cancellation may no longer be possible without a fee because materials, printing, embroidery, or other personalization work may already have started.
A $20 customization/production fee per personalized item may be deducted from the refund when cancellation is requested after production has begun.
Orders that have already been completed or shipped generally cannot be canceled.
Refund Processing
Approved refunds will normally be returned to the original payment method.
Unless the refund is related to an incorrect or defective shipment caused by us, the refund amount may exclude:
- Original shipping charges
- Expedited shipping charges
- Customization or production fees
- Other non-refundable service charges, where applicable
Once a refund has been processed, you will receive a confirmation email.
Depending on your payment provider or financial institution, it may take approximately 7–10 business days for the refund to appear in your account. In some cases, the refund may not appear until your next billing statement.
Important Information
Please contact us before returning any product so that we can confirm whether a return is required and provide the appropriate instructions.