Frequently Asked Questions
1. Shipping & Delivery
How long does delivery take?
Delivery typically takes 4–12 business days after processing (1–3 days). Times vary by region and logistics.
Do you offer international shipping?
Yes, we ship to the European Union, United Kingdom, United States, and Australia.
Will my order be shipped in one package?
Not always. Orders may be split into multiple packages depending on warehouse locations.
Do you provide tracking numbers?
Yes, once shipped you will receive tracking details by email and in your order history.
How fast are deliveries in each market?
EU: 4–10 business days. UK & US: 3–7 business days. AU: 6–12 business days.
2. Customs & Taxes
Will I pay customs duties or additional taxes?
No. All taxes are prepaid under IOSS (EU) or GST (Australia). For UK and US, goods are already in-country.
How are taxes handled in the EU, UK, US, and Australia?
EU: VAT prepaid (IOSS). UK: No customs, goods in-country. US: No customs, goods in-country. AU: GST (10%) charged upfront.
Do I need to register for VAT/GST to use P12 Hub?
Merchants are responsible for ensuring compliance with tax regulations in their own country of operation. In the EU, our suppliers use IOSS for imports, which simplifies VAT collection. In other markets (US, UK, AUS), merchants must comply with local tax rules. We recommend consulting your accountant for tailored advice.
Do prices include VAT?
Yes, VAT/GST is included where applicable at checkout.
Are there additional transaction fees per order?
No additional transaction fees apply beyond your subscription and product costs.
3. Orders & Payments
Which payment methods are accepted?
We accept only PayPal.
Can I cancel or change my order after it is placed?
Changes are possible only before processing . After shipping, returns apply instead.
Is product import automatic or manual?
Import is automated with one-click integration, but you can also manage products manually.
Can I edit product titles, descriptions, and images after import?
Yes, all content is customizable to fit your branding and SEO strategy.
Can I set my own retail prices?
Yes, you define your final retail pricing and profit margins.
4. Returns & Refunds
What is your return policy?
14 days for digital products, 30 days for physical products. Custom items are non-returnable.
Are there products that cannot be returned?
Yes, custom or personalized items and some supplier-specific products are excluded.
Who covers the return shipping costs?
Our suppliers cover the return costs in most cases. Please refer to your return instructions.
Who manages returns and exchanges?
P12 Hub coordinates the return with the supplier. Clients receive support throughout the process.
What happens with returns and refunds?
Refunds are processed within 14 days after returned goods are inspected, using the original payment method.
5. Subscriptions & Plans
How do subscriptions work?
Subscriptions give access to our catalog and services. Billing recurs monthly or annually.
What’s the difference between Starter, Pro, and Growth plans?
Starter: Core access. Pro: Advanced features. Growth: Premium onboarding & ongoing store support.
Can I switch plans anytime?
Yes, you can upgrade or downgrade at any time via your account dashboard.
Is there a minimum subscription period?
No, subscriptions are flexible and can be cancelled monthly.
What happens if I cancel?
Access to the catalog and services stops at the end of the billing cycle.
6. B2B & P12 Hub Model
What is P12 Hub and how does it work?
P12 Hub connects retailers and resellers with verified suppliers, under a B2B model.
Do you sell directly to consumers?
No, we operate strictly as B2B. Our clients are retailers and resellers, not end consumers.
Who is responsible for customs and local taxes?
Taxes are prepaid under IOSS (EU) and GST (Australia). For UK and US, goods are already in-country. No hidden fees.
What is the role of P12 Hub Europe in the transaction?
P12 Hub acts as an intermediary, coordinating between retailers/resellers and suppliers, ensuring smooth order processing.
How do you guarantee product quality and verify suppliers?
We work only with verified suppliers and maintain strict quality checks across all markets.