Gelato - production on demand for global creators

Great print quality, but appalling CS on unauthorized fees & silent on proof provided

Update: Changed from 1 star to 3 stars. The team reached out promptly and resolved my initial issue quickly. Raising my rating to reflect their good customer support, though I'll be keeping an eye on things to ensure the quality stays consistent before considering 5 stars. I rely on Gelato for my e-commerce shop’s ceramic mugs. The print quality is great, but their customer support and payment handling are abysmal. When adding a payment card, Gelato’s gateway settled a temporary $1 USD verification fee as a completed charge rather than a standard authorization hold. Because their system settled the transaction, my UK bank charged me both a non-Sterling foreign transaction fee and a currency conversion fee. When I raised this, Support refused to reimburse the foreign fees caused by their system’s failure. Furthermore, after they asked for bank statement proof to manually refund the $1 verification charge, I provided it immediately. It has now been two full weeks—and despite my follow-up email—they have completely ignored me without even providing a support ticket ID for tracking. It is unacceptable to make customers pay foreign transaction/conversion fees due to Gelato's flawed payment processing, ask for proof, and then go completely silent.

We've been using Gelato to print and…

We've been using Gelato to print and fulfill our customized products, and our experience has been excellent. The print quality has been consistently great, and orders are fulfilled reliably. What really stands out is their customer support. Whenever an issue comes up with a delivered print, their team is quick to respond and helpful in resolving it. This makes it much easier for us to provide refunds or replacements to our own customers, helping us maintain a positive customer experience. Running a customized product business means occasional issues are inevitable, but having a dependable fulfillment partner like Gelato gives us confidence that those situations will be handled efficiently. Overall, we're very happy with their service and would recommend them to anyone looking for a reliable print-on-demand provider.

Working with Gelato is a pleasure !!

Working with Gelato for the last 6 months has been a pleasure. Great products, quick and efficient production and delivery and the products are excellent

Excellent service

Excellent service. It is very easy to use! The Customer Support is always great!

Bernie resolved an issue that just about had me leaving Gelato

Bernie resolved an issue that just about had me leaving Gelato for another POD provider. Great troubleshooting and customer service skills.

Gelato: Melting Expectations Since 2026

I ordered custom T-shirts on 15 July and even paid extra for guaranteed express delivery by 20 July. Apparently, what I actually purchased was an exciting lesson in creative fiction. The 20th came. The 20th went. UPS had a shipping label, but Gelato hadn't quite mastered the revolutionary concept of actually handing the parcel to UPS. No problem, I thought. I'll contact customer service. Once. Twice. Silence. The kind of silence normally reserved for abandoned space missions. Meanwhile, Gelato had absolutely no trouble bombarding me with marketing emails asking what I'd like to order next. It's comforting to know their email system works flawlessly when it's trying to sell me something. Responding to paying customers? That's clearly a premium feature. Then, on 22 July, I finally received an automated update saying the package had now been handed to UPS. A touching gesture, considering the event the shirts were needed for had already happened... and I'd already left the country. If irony were printable, Gelato would deliver it late. This company has perfected a fascinating business model: promise express delivery, ignore customer support, miss the deadline, and then ask if you'd like to buy more. If their printing quality were as good as their marketing emails, I'd order another shirt. It would simply say: "I ordered from Gelato.com and all I got was this late shipping notification." One star because Trustpilot doesn't allow negative numbers. Gelato isn't a print-on-demand company. It's a disappointment-on-demand company.

It answered my questions and went above…

It answered my questions and went above and beyond!

Outstanding customer service and genuine support

I've been using Gelato for hundreds of orders, and this experience reminded me why I continue to trust them. I recently made a mistake on one of my Etsy orders. The product was manufactured exactly as ordered, so the issue was entirely on my side and not Gelato's responsibility. Despite this, I contacted their support team to see if there was any possibility of assistance. Bernie took the time to carefully review my case, understood the situation, and offered a goodwill solution by refunding the shipping cost of the replacement order. I really appreciated the honesty, professionalism, and empathy throughout the conversation. They didn't have to help, but they chose to support a long-time customer, and that says a lot about the company. Thank you, Bernie, and thank you to the entire Gelato team for your outstanding customer service. I look forward to continuing to work with you for many more orders.

Great company to work with always on…

Great company to work with always on time and quality is spot on

Best

Best! So simple!

Everything is really easy and one click…

Everything is really easy and one click away

Gelato.com has incredibly simplified my…

Gelato.com has incredibly simplified my business with its outstanding print quality and fast global shipping; the marketplace integration works flawlessly. I highly recommend them to anyone looking for a reliable, user-friendly print-on-demand partner.

am so happy with how quickly they…

am so happy with how quickly they responded to my inquiry. The team resolved my issue in no time. Highly recommend!

Really great company

Really great company, have had a great experience with them :)

Great quality and customer service.

Gelato has an amazing customer service, their products are easily accessible to all kinds of businesses. The quality of the products has never failed me or my customers. I would recommend Gelato for any business or store owner.

Great response time and excellent…

Great response time and excellent communication

Got my Etsy shop up and running in 1…

Got my Etsy shop up and running in 1 day. Like with all things, you have to learn how to use the software and understand everything before you do anything. there are many tutorials available to take advantage of. after a while you get the gist of it and sales will come. Orders are smooth, ive had an issue sorted within 2 minutes. One thing to keep in mind when using any sort of Print on Demand, is that the flow is, 1. customer orders, 2.You pay Gelato the base costs FIRST! 3. Gelato then fulfil your order, 4. you pay your online shop costs like Etsy 5. end of the month you get paid from Etsy. Keep a good amount in your bank just in case you get loads of customer orders initially otherwise you wont be able topass step 2.!! But overall this is a great way to create a small income to begin with and sell your unique products online and the quality has been amazing so far and my few customers to start with have been very happy.

It's ok super ,genius

Adios Gelato

The quality of the products is good. But I have lost my Star seller badge TWICE in three months on Etsy because they are always late! Over 10 days on delays. And the chat bot is incredibly frustrating. No real information or help. I am currently not making any new products because I am working on moving all of them to Printify. Because I am afraid of the christmas period. At least you should offer as a company support for your customers! Real support. Thanks and Goodbye!

Gelato's tools and customer support are…

Gelato's tools and customer support are very good.