FAQs

Frequently Asked Questions

Billing

What are your payment methods?

1.     Credit Cards

Got VISA? Got Mastercard? Great, we accept both!

And don’t worry, we implement a variety of security measures when you place an order and submit your information, including the following:

  • All the sensitive/credit card information you supply us with is encrypted via Secure Socket Layer (SSL) technology. SSL what now?! Yea we know it sounds like gibberish but basically it’s a technology that secures communication over a network. You could read up more about it here…if you so desire.
  • All transactions are processed through a gateway provider called First Atlantic Commerce and are not stored or processed on our servers.

2.     Paywise

Paywise is a payment service provider in Trinidad and Tobago that allows you to place an order on the The Up Shop and then make your payment at any NLCB Bill Payment outlet.  During checkout just choose the option “Paywise” and then go through the following procedure:

  1. Visit any NLCB VIA Bill Payment agent
  2. Tell agent you are making a Paywise payment
  3. Give agent the order number
  4. Give agent the payment
  5. Collect your receipt

Please note that you will have 5 working days after placing your order to make your payment at any NLCB Bill Payment agent. After the 5 working days period we would no longer be able to keep your items on hold for you and cannot guarantee that the items would still be in stock thereafter. So in other words…doh stick! 😉

Your order will be delivered within 5 working days after we receive payment.

What currency is your site in?

TTD through and through!

What is included in your prices?

All our prices are VAT inclusive and include delivery if you spend TT $200 and over. But wanna hear the best part? You can get many of the items individually personalised with your name or customised with your very own image or logo at no additional cost! Check out all of our customisable products here.

General

How do I register?

Go ahead and sign up for the shopping experience of a lifetime! Just click on the “My Account” tab to register. *Taps foot…eh hem, time is ticking!

How do I edit my personal information?

All you gotta do is go to the “My Account” tab and then click on the “edit account information” link.

I forgot my password.

Well we certainly can’t blame you…we make you enter like the longest craziest password ever with all kinds of weird symbols $#% and stuff! But as long as you know this is all for your own security J. So to create a new password just head on over to the “My Account” tab and click on the “Lost your Password” link…we’ll go ahead and send you an email with a link to renew it.

How do I contact The Up Shop?

Easy! At the risk of sounding too needy, we are like the most available people ever! Seriously, we love chatting with our customers. So if you have a question that you don’t see an answer to in our FAQ section or you have an issue you need to get sorted then we’d be delightfully delighted to hear from you.

You can send us a direct email to customerservice@theupshop.com or use our Contact Us form on our website. You’ll have to put in a little more time and effort to get our digits 😉 lol kidding kidding…we are just really good with emails so don’t worry you’ll get a response in no time!

Can I sell my brand/items on The Up Shop?

Hey partnerships are what it’s all about right? If you feel like you have items or a brand that would add value to The Up Shop then we’d be happy to chat further. Just drop us a line telling us what you have in mind!

How do I file a notice of claimed infringement of intellectual property rights?

All artwork used on our site has either been paid for or produced in-house. However if you believe that there is content or other material on our site that infringes your intellectual property rights then please let us know.

Orders

Do I need to register to place an order?

Well you don’t haaaave to but we recommend that you do to make it easier to login and have all your information stored for future orders.

How do I place an order?

Suck-eye! Just browse through our products, add it to your cart, click on the “Checkout” tab from your cart and then enter your details and click “Place Order”. And voilà, you’re done! Leave the rest up to your trusty Uppy team!

Can I cancel my order?

But but but whyyyy would you want to do that? Haha ok yes you sure can cancel your order! Once you cancel within 2 hours after ordering it’s all good! Anything after 2 hours and our Uppy elves would already be busy at work!

To cancel an order, please send us an email at customerservice@theupshop.com along with your name and order number.

What’s the status of my order yo?

Yo?? Ok easy there Eminem. To check your order status, simply login to your account and click on the “View” button next to the respective order underneath “Your Recent Orders.”

You will see one of the following statuses:

  • Cancelled
  • Completed
  • Processing

Those are pretty self-explanatory right? 😉

Eeeek I used the wrong shipping address! How do I change it after I’ve placed my order?

Quick quick! Send us an email at customerservice@theupshop.com with the correct address. Many of our items are usually shipped within 1-2 working days after an order is placed so try to let us know within this timeframe!

I did not receive my order confirmation email. What’s that about?!

Hmmm very strange. Try checking your spam folder…if you still don’t see it then let us know! We will be sure to give our IT people a nice buff for you and get it all sorted! J Just be sure to include your name and order number so we could pull it up quickly for ya!

What to do if I don’t see the quantity I want to purchase?

Umm greedy much? Lol just kidding…if you would like to order more than the amount you see available then give us a shout letting us know the item and quantity you are interested in and we’ll give you the run down on what we can do from there!

If I order my product in bulk can I get a better rate?

This is a SUPERB question! We would need to consider this on a case-by-case basis, however, if you’d like to purchase a large number of the same item and you feel like you are eligible to receive a bulk discount rate then please send us an email at customerservice@theupshop.com and we’ll have a look-see and let you know ASAP!

Ummm hello I was charged but my order did not go through!

Uggghhh technical glitches are the worst! Ok so it looks like your order wasn’t processed properly and we will need to refund you so that you could place the order again. Just give us the heads up right here including your name and order number.

I was charged more than once for my order. This is not cool.

Nope not cool at all, we are really sorry about that. If you see a duplicate charge on your credit card please contact us right away. As in like now! Make sure to include your order details so we could correct the problem immeeeeeediately.

I received incorrect items.

Oh no! Sigh, really sorry to hear that. Please send us a photo of the item you received along with your name and order details. We will check it out and send you the correct order right away!

I’m missing items from my order.

Say what?! So there’s a possibility that your items were shipped separately and the missing items might still be on its way. But if you don’t receive it within 2 working days after the initial delivery please let us know and we’ll check it out for you!

How do I track my order?

Well here’s the thing…you can’t. But really there’s no need to…once your order goes through you can rest assured that your items will be by your door within 5 working days. You will also get an email notifying you that your order is being processed.

I have not received my order as yet.

Booooo! Ok first things first…has it been 5 working days as yet? If not then work on your virtues and put patience at the top! Lol kiddinggg but hold out for the 5 working days and if you don’t get it by then, by all means reach out to us to give us a nice scolding…nice being the key word here

Personal Information

When do you collect my personal information?

We collect the information that you enter on our site through registration, placing an order, subscribing to a newsletter or using our Live Chat feature.

How do you use my information?

Don’t worry we won’t spam you or give any third parties your info. We may however use the information in the following ways:

  • To make your user experience more awesome by personalizing the type of content and product offerings that is served to you based on your interests.
  • To reach out or follow up with you when and if needed.

How do you protect my information?

We do pretty cool and tech-savvy scans of the website on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.

Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential.

Do we use 'cookies'?

Yes we do indeed use cookies. Now are you asking, “What on earth are cookies?” Good you should be! Basically they are small files that a website transfers to your computer’s hard drive through your Web browser. These files enable the site to recognize your browser and capture and remember certain information.

This is all to enhance your user-experience on our site by better understanding your preferences in order to serve you more relevant information. For instance, we use cookies to help us remember and process the items in your shopping cart.

We also use cookies to help us gather fun and nerdy data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

Personalisation

What is this personalisation thing all about?

Delighted that you asked! Many of the items available on this site can be individually personalised (IP) with your name or customised with your very own image or logo. All you got to do is use our personalisation tool to upload your image onto an item of interest and we’ll get it printed and take care of the rest! And if you don’t want to use your own image, don’t worry; we also have a large variety of design templates that you could choose from to make your product awesome!

How much does it cost to personalise my item?

This is the true beauty of The Up Shop! The cost of personalisation is already built-in so you could get your items personalised at no additional cost. BOOM!

How do you personalise products?

Gosh all yuh like to know everything eh! Well basically as soon as you place an order on our website using our personalisation feature, our Uppy elves go into high gear to ensure that the correct artwork, print and processes are being used so that we could deliver your personalised product to you in the utmost finest quality.

How would I know which items I could personalise?

When browsing through all of our fantastic items you will notice a “Personalise” button on many…these are the ones that you would be able to personalise!

How much does it cost to personalise my item?

This is the true beauty of The Up Shop! The cost of personalisation is already built-in so you could get your items personalised at no additional cost. BOOM!

How does the personalisation tool work and which image files are accepted?

So after you’ve chosen an item that could be personalised, the real fun now starts! Go ahead and go crazy and use the tools’ many features to add an image or text onto your product.

The tool accepts the following image files:

Formats: JPEG, PNG and GIF

Max File Size: 10MB

You should know however that the personalisation tool is just a guide to see what your finished product would look like. The colours available on the tool are just a digital representation of colour options and are not exact matches.

Once you are happy with the desired look of your personalised product and have uploaded your own image and purchased the item, it would be great if you could email us a downloadable link with a high res vector version of the image to artwork@theupshop.com including your name and order number.

Please also note that for print we would need a CMYK file so if your file is in RGB you would need to convert it in order for all of the colours to show up accurately in the printing process. Annnnd if you don’t understand a word that was just said that’s ok! Lol it’s just a bunch of mumbo jumbo art stuff that only our super talented artwork department really understands…but the main important thing is that you send us a vector file! We could take it from there 😉

Why does my image on the tool look weird and off colour?

Yeaaa this is where it gets a bit tricky. Ok so back to that mumbo jumbo art stuff mentioned in the previous point! You see all images on the web are displayed in RGB so if your file is in CMYK it would show up differently on the tool. But have no fear; CMYK is actually the format we need it in! So once you send us the high res CMYK vector file after you make your order then all will be well in the world.

Which images do I have the rights to use on items?

Well you pretty much just can’t be all up in other people’s stuff! So if you know that you don’t have the rights to use a certain image or logo then…well just don’t! Also keep it clean people! That means no porn, no obscenity and no other funny business! Feel free to read our detailed Terms of Use page for more fun legal information that everybody loves reading!

Can I change the print size or location of print on an item?

The tool that we use automatically limits you to the print size and location that is available on that particular item. If the tool is not allowing you to increase your image size or change its location then unfortunately you won’t be able to. Oh wait! There actually is an exception to this. We do full 360 wraps around our mugs but the tool does not cater for a 360 demo of this. So if this is something that you are interested in you could send us the artwork to artwork@theupshop.com and we could see if we could work with it!

Product Information

How do I write a review for a product?

Awww you wanna tell us how wonderful you think a product is? Great! Just head to the product and you will see a “Reviews” section right beneath it. Once you submit your review we’ll just need to approve it before it can be seen by the public eye.

Do you offer gift-wrapping?

Suck at wrapping huh? We feel ya! Unfortunately we don’t offer that service right now but we do make sure all our items are nicely packaged! We do also have plans to offer gift-wrapping services in the future at a small additional fee. We’ll be sure to keep you in the loop!

What is the Wishlist feature about?

The Wishlist section is where you could put all the products you ever dreamed of having in one spot to help you choose the items you want to purchase at a later date.

So how to use it? Simple! Make a wish for a product and then click on the little heart icon underneath the product. It will go to your Wishlist where you could revisit at anytime in the future to make all your wishes come true! Well not anytime in the future…we would probably run out of stock at some point and need to replenish…but you get the concept!

What is the coupon field for and how does it work?

Great question! Who doesn’t love a good coupon? So from time to time we’ll run promotions offering discount coupons to customers. During the checkout phase you’d see a field to enter your coupon code, which would automatically reduce the total amount in your cart based on the discount amount that was offered.

If you’d like to keep informed of all our promotions then you gotta sign up to receive our emails. We know, we know, you don’t want to get spammed. But don’t worry all our emails are fun and relevant and not too frequent! You can subscribe to our newsletters on the top right hand side of our Home Page.

Returns

Can I return my item?

Well we hope that you will never have to go through this painstaking process; but in the event that you do we will try to make it as painless as possible and would give you a full refund directly to your credit card once the item is deemed refundable; i.e. damaged or faulty. But not if let’s say a dog ate it…unless it was Uppy the Puppy…then we take full responsibility; he likes to bite things.

How do I return my item?

You will have 15 working days to return an item after it is delivered to you. Just send an email to returns@theupshop.com with your contact information and order number and let us know the issue that you are having with the product. If the product is damaged or defective please also include a photo of it in the email. We will review and guide you through the rest of the process from there!

How long does it take to refund my credit card?

Once we issue the refund to your credit card, it would take between 2-3 working days to show up on your account. If you don’t see it after this time frame then go ahead and call your Credit Card Company to give them a nice piece of your mind!

Shipping

What are your delivery rates?

We currently use TTPost for delivery and charge TT $30 if your order comes up to less than TT $200. Any order that is TT $200 and over would include the cost of shipping. Sooo…as you can see, it is within both our best interests for you to splurge a bit to get your order up to TT $200 🙂

What shipping methods do you offer?

Straight to your door via TTPost. We do not cater for in-store pickups.

Where does The Up Shop deliver?

We are currently only delivering within Trinidad and Tobago but fear not, we have grand plans to expand throughout the region so be sure to look out for us!

How long is delivery?

Your order will arrive in 5 working days. Occasionally, with some personalisation methods, we may need a few extra days. If so, we’ll be sure to let you know in the product’s description.

And by the way that’s straight to your door!

Knock knock

Who’s there?

Honey bee

Honey bee who?

Honey bee a dear and get me some Uppy products delivered straight to my door!

Do you offer a faster delivery service option?

5 days or less isn’t fast enough for you?! Sheesh tough crowd! Well we don’t offer a faster option however we do understand that there will be cases that would need some extra TLC so if you reeeeally really need it before 5 working days then you could shoot us an email explaining the situation and we’ll see if we could prioritise it for you. That’s how cool we are.

What happens if I’m not there when my item is delivered?

Well you gotta sign for receiving your package…so if you’re not at the shipping address you gave us don’t worry you get 2 more attempts of delivery (although we sincerely hope you don’t need to use both of them). So here’s what’s gonna happen!

  • You will be left a notification with the tracking number and a number to call.
  • Call the number and give another time and location to come when you know you’ll be there.
  • Another attempt of delivery will be made after that either on the same day or the next day; depending on the time you call. So you better be there this time!
  • Butttt if you are STILL not there (like seriously?) then another note will be left and the same thing goes.
  • If on the 3rdand last attempt you are still not there then just forget it…you clearly don’t deserve the item! LOL oh gosh only teasing! In the rare event that this happens then just give us a shout at returns@theupshop.com and let us know that you are the most unattainable person in the world. Haha teasing again! Just explain to us the situation and we’ll fix you up!

Can I ship to a different address than my billing?

You sure can! During registration you have the option of entering both addresses. You can also specify which address for us to ship to during checkout.