Support

Need help with GiftPrint? Email us at support@pg-artlab.com and include your Shopify store domain so we can look up your account.

Before you write in

Most questions are answered in the FAQ below or in our docs.

Frequently asked questions

The app does not detect my gift messages

GiftPrint reads gift messages from standard Shopify fields. Supported keys inside order.note_attributes and line_item.properties:

• Gift Message — Wrapped, GiftPrint widget, generic
• Gift Note — Wrapin, generic
• Message — Giftship (only detected when To or From is also present)
• _gift_message, gift_message, gift-note, gift-message, _gift_note — custom apps
• order.note — fallback

If your gift-note app stores the message under a different key, email support with a sample order ID and we will add support.

Which page formats are supported?

• A6 (105×148 mm) — default, standard gift card
• Thermal 4×6" — Zebra, Rollo, Dymo thermal label printers
• Square 3×3" — small square cards
• A4 4-up — four A6 cards per A4 page with crop marks

All formats are available on every plan, including Free.

Do I need a special printer?

No. The A6 and A4 4-up formats are designed for standard office inkjet/laser printers. The Thermal 4×6" format has a dedicated B&W mode that forces pure black on white and thickens borders so output looks sharp on Zebra, Rollo, and Dymo thermal label printers.

My card has Chinese / Japanese / Korean characters and they don't render

GiftPrint automatically switches to a CJK-capable font for any card containing Chinese, Japanese, or Korean characters, including mixed Latin/CJK text — no setup required. For best performance, enable CJK Support in Settings → General → Print Settings. That preloads the Noto Sans SC fonts (roughly 20MB for the Regular and Bold weights) on the Order and Batch pages so the first CJK PDF generates instantly instead of fetching the font on demand.

Why do I see a "Gift Note Service" product in my catalog?

When you enable paid gift notes in Settings → General → Storefront Widget, GiftPrint creates a hidden "Gift Note Service" product. It must be published to the Online Store for Shopify's cart API to accept it, but it is tagged with _giftprint_hidden and uses the hidden template suffix so the product page returns 404. To exclude it from automatic collections, add a condition "Tag is not _giftprint_hidden".

I already use Giftship / Wrapin / Wrapped. Do I need GiftPrint's storefront widget?

No — do not add the GiftPrint storefront block in this case. Use only your existing gift-note app's widget for collecting messages on the storefront, and use GiftPrint as the print engine in the admin. GiftPrint reads gift messages from all standard Shopify fields, including line item properties on service products like "Gift Wrap" or "Gift Note Service" created by other apps.

How do I cancel or change my plan?

Open the App → Settings → Plan & Usage tab. From there you can upgrade, downgrade, or cancel at any time. Prorated refunds are applied by Shopify Billing per Shopify's standard terms.

Does editing a gift message affect the actual order?

No. When you click Edit on a gift note, the change is used only for the PDF you generate in that session. The original order attribute in Shopify is never modified.

My FREE plan says I'm out of cards but I already downloaded this one

Re-downloading the same card does not count against your monthly limit. Only generating new cards increments the counter. Counters reset on the first day of each calendar month.

Still stuck?

Email support@pg-artlab.com with:

• Your Shopify store domain
• A description of what you expected and what happened
• If relevant, an order ID or a screenshot

Email is our only support channel — there is no ticket portal or in-app chat. We reply within 48 business hours, or within 24 business hours if your store is on the Pro plan.