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Knowledge base

RESOURCES — KNOWLEDGE BASE

Self-serve answers, ordered by where you got stuck.

Production lead times, file format questions, billing, shipping, custom packaging, deprecation policy — the questions that come up regularly enough to be worth writing down. Search across the full archive or browse by category below.

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~80 ARTICLES · UPDATED WEEKLY · SEARCHABLE

POPULAR THIS WEEK

The articles people read most often.

PRODUCTION

How long does a typical capsule order take from artwork lock to dispatch?
FILE PREP

What artwork file formats and resolutions does Fabrixa accept?
BILLING

When do I unlock net-30 payment terms?
SHIPPING

Do you ship to outside-EU destinations? What about customs?
PACKAGING

Can I customise the packaging beyond white-label?
QUALITY

What if a unit arrives with a print or finishing defect?
BROWSE BY CATEGORY

Five categories cover most questions.

01 · 22 articles

Getting started

Onboarding, account setup, first sample, first production order, brand profile, white-label packaging spec.

  • How do I open a Fabrixa account?
  • What’s the difference between Sample tier and Production tier pricing?
  • How do I set up a brand profile for white-label packaging?
  • What documentation do I need to provide for procurement onboarding?
02 · 18 articles

Production & quality

Lead times, artwork file requirements, fabric base selection, QC standards, defect handling, reprint policy.

  • What artwork file formats do you accept?
  • How do I choose the right cotton base for my product?
  • What happens if a unit arrives with a quality defect?
  • Can I order Pantone-matched dye lots for colour-critical projects?
03 · 14 articles

Shipping & dispatch

EU and outside-EU delivery, customs handling, carriers, tracking, address validation, dispatch SLA.

  • Do you ship outside the EU? How do customs work?
  • Which carriers do you use? Can I specify one?
  • What happens if the recipient address is invalid?
  • How do I track an order via webhook?
04 · 12 articles

Billing & pricing

Volume tiers, net-30 terms, invoicing cycles, currency, VAT handling for cross-border EU and non-EU customers.

  • When do net-30 terms unlock?
  • How are volume tiers calculated — per order or per month?
  • Do you handle VAT for cross-border EU shipments?
  • Can I get a quote for a specific volume before placing the order?
05 · 16 articles

Technical & API

API integration, webhook signature verification, rate limits, idempotency, sandbox vs production, deprecation handling.

  • How do I verify webhook signatures?
  • What does the X-RateLimit-Remaining header tell me?
  • How do I migrate to a new major API version?
  • Can I use the same API key in sandbox and production?
06 · 8 articles

ESG & certifications

OEKO-TEX, GOTS, EU labour standards, carbon disclosure, sustainability data per SKU, audit trail availability.

  • What OEKO-TEX certifications cover Fabrixa products?
  • Can I get per-SKU carbon footprint data for ESG reporting?
  • How do I verify a GOTS certificate Fabrixa cites?
  • What labour standards apply to Fabrixa production?
RECENTLY UPDATED

What changed this month.

TECHNICAL
May 2026

Webhook signature verification — updated for v1.16+ HMAC scheme

Reflects the security update from API release v1.16.0. Sample code in Node.js, Python, PHP.

BILLING
May 2026

Volume tiers now stack across multi-brand studio accounts

Aligned with the new agency / studio commercial terms. Multi-client studios can pool volume across all clients.

PRODUCTION
April 2026

Outdoor cushion + sitting bag SKUs added to product range

Updated production timelines and dispatch SLAs to cover the new outdoor-substrate items.

TECHNICAL
April 2026

Editor SDK v1 documentation

New article walking through SDK installation, theming, event hooks. Replaces older “Embedded editor (beta)” doc.

SHIPPING
April 2026

EU customs handling — post-2026 IOSS update

Reflects the IOSS regulatory changes affecting cross-border EU shipments. Practical impact for DTC sellers.

ESG
March 2026

Per-SKU carbon footprint methodology now public

Source data and methodology for the per-SKU kgCO2e estimates available on request. Useful for CSRD reporting.

STILL STUCK?

Three escalation paths, in order.

Knowledge base first, support next, sales / engineering last. Routing the question to the right channel cuts everyone’s time-to-answer.

01
KNOWLEDGE BASE

For self-serve questions across the categories above. Most operational questions resolve here in <2 minutes.
02
SUPPORT

For order-specific issues, account help, returns, or quality concerns. Direct to the customer-support team.
03
SALES / SE

For commercial conversations (sales channel) or technical integration questions (solutions engineer).
CAN’T FIND IT?

Suggest an article.

If you searched for something and didn’t find an answer, that’s a knowledge-base gap on our side. Tell us what you searched for and we’ll write the article — usually within a week. Suggested articles get attribution to the suggesting customer if you’d like.

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