General Printing FAQ
SUPPORT
How do I contact Customer Service?
You can reach our Customer Service Department via email at [email protected] or by calling 678-886-0041. It is generally faster to email us.
What does Print Ready Mean?
Web-to-print refers to you using the web to order your products and go directly to press. We are an offset printer.
What is the difference between Aqueous Satin and Aqueous Gloss?
Aqueous Satin has a duller sheen and is pencil receptive. Aqueous Gloss has a higher sheen but is not pencil receptive.
What happens if I pay for Express Services, fulfill my commitment and then you fail to ship on the date provided?
In the unlikely event that this occurs we would credit back your turn time charge.
Do you offer tech support after business hours?
No we do not.
What are your business hours?
Our hours are Mon - Fri: 8:00 AM - 5:00 PM
What line screen do you use?
We print in Staccato (FM) screening which brings near photographic quality. Our Staccato screening process employs 20 micron dot size which is equivalent to 450 - 500 lpi.
Will I be contacted if there are any issues with my order?
Yes, an email will be sent to you regarding our concerns with your file.
How can I preview my order before it prints?
We offer a PDF proof free of charge via email on all orders we design for your approval prior to printing. We also offer a “Hard Copy Proof” for an additional prepaid fee of $40 that we can ship overnight to you.
When am I billed for my order?
We are a prepaid company and require payment before the order is printed. For on all orders we design a 50% deposit is required prior to commencing work.
If my order has issues and I need to resubmit files, do I need to place a new order?
No, we are easy to work with. If you originally uploaded a print-ready PDF you are able to upload files to an existing order by using our resubmit files option to upload a file to an existing order. You will need to provide your order #, initials, and the email associated with your account. Resubmit file here!
If we designed your document and you need to make changes we will need changes in writing. You will need to send us an email with your indicated changes attached in word format and your electronic signature (your name) and the email associated with your account in the body of the email. Be sure to provide your job # and order # in the subject line.
ORDER & TURNAROUND TIME INFORMATION
Standard Turnaround is 5-7 business days
What is the cut-off time for submitting orders?
The cut off time is 1 PM EST on all orders except for our Same Day Service which is a 9 AM EST cutoff and Next Day Service which has a 10 AM cutoff.
Please note: MST is Mountain Standard Time, which is 2 hours behind EST.
PST is Pacific Standard Time, which is 3 hours behind EST
CST is Central Standard Time, which is 1 hour behind EST
(see time zone map)
When does the order clock start?
The clock starts upon submission of print ready artwork with a "no proof option" or your approval of a PDF proof.
When you specify 5-7 business days, does this really mean 5 days?
Your job may be completed sooner depending on orders on hand with five days being the longest time allowed.
ARTWORK
How should I submit my print ready files?
We only accept PDF files for print ready files.
What resolution should my file be?
We ask that all images and artwork be no less the 300DPI.
What is bleed?
Artwork extended 1/8" on all 4 sides to allow for cutter variance.
How much Bleed do I need?
We require all files be sent with 1/8 on all sides.
What does too close to trim mean?
When non bleeding information is near or on the trim line. We ask for a 1/8 margin for all non bleeding information.
What does low res mean?
Low resolution is typically 240 dpi or lower. We recommend 300 dpi at 100% of picture placement.
PROOF
After submitting my artwork, how long does it take to receive my PDF proof?
PDF proofs will be sent within 48 hours of file submission. Weekends and Holidays are not included in the time calculation.
After submitting my artwork, how long does it take to receive my Hard Copy proof?
Hard Copy Proofs will be ready for shipping within 48 hours of file submission. Weekends and Holidays are not included in the time calculation.
If I resubmit a new file after receiving my proof, how long will it take to receive a new proof?
All PDF proofs are sent within 48 hours of file submission. Weekends and Holidays are not included in the time calculation.
What stock is a hard copy proof printed on?
We use a specialty paper with a satin finish called "Oris Select Proof".
STOCK
Is your Matte stock coated?
Our matte stock comes with a pencil receptive Satin AQ on both sides.
Can I get paper stock samples?
Yes you can. Please contact customer service for details.
What is the difference between C1S and C2S?
C1S is coated on one side. C2S is coated on both sides.
COATING
Can I write on UV Coating?
No, most pens do not work on a surface that has been UV coated.
Can I write on Gloss AQ (Aqueous) coating?
Although some pens will write on Gloss AQ, we do not recommend it for items that need to be written on.
Can I write on Satin AQ (Aqueous) coating?
Our Satin AQ is pencil receptive; both pens and pencils will write on this coating.
What is UV?
Liquid applied to a printed sheet, then bonded and cured with ultraviolet light.
What coating options are available on which paper stocks?
Please reference our product, stock, coating and ink cross reference chart.
CUTTING & BINDING
How do you calculate the number out on Custom Cutting?
The number out is the number of finished pieces per sheet. So, 2 out custom cut means 2 finished pieces per sheet.
Do you offer Rounded Corners?
Yes, we use two sizes a 1/4" radius and a 3/8" radius.
What folding options do you offer on brochures?
You may choose folded brochures with the following folding options: Bi-fold, Tri-Fold, Z – Fold, Double Parallel, Gate Fold, Double Gate Fold, Right Angle Bi-Fold, Right Angle Tri-Fold, Right Angle Z-Fold. Note: Not all folding options are available for all brochure sizes.
What is a saddle stitch?
A saddle stitch are staples that are placed in the center of the catalog spread to bind it together. Saddle stitch pricing is included with catalog orders.
SHIPPING
What do I do if I get a damaged box from UPS?
Save ALL product, packaging material, and box. Contact customer service.
Can I arrange my own freight services?
Yes you can. Please contact your customer service representative for details before placing your order.
Can I use my UPS account to ship my order?
Our system is automated to expedite your order. Unfortunately there is not a way to handle this efficiently where it would make sense.
Can I change my shipping options after an order is placed?
If you need to change your shipping options you will have to contact customer service. It will be determined at that point if it is feasible to change your shipping options.
Can I split ship an order to multiple locations?
No. To avoid shipping errors we require you to place a separate order for each shipping address.
Can you ship to Canada or Puerto Rico?
Yes, we can ship to Canada and Puerto Rico.
MAILING SERVICES
Can you inkjet addresses on Aqueous or UV coated stocks?
Yes, our inks our solvent based. We can inkjet on any coating, including UV.
How long does the mailing department take after it is printed?
It takes the mailing department 24-48 hours to process a job depending on customer response.
How long does standard mail take compared to 1st class?
1st class takes 2-4 days and standard takes 4 days to 4 weeks depending on where it is going.
Can you de-dupe a mailing list? (take duplicate records out)
We offer that service upon request.
What types of payment do you accept?
We accept all major credit cards via Paypal through our website.
How do I get an invoice?
We email you a printable invoice for each of your orders. We do not send invoices inside of your shipment.
Will I receive an order confirmation?
You will receive a receipt via Paypal when you place your order and an order confirmation is emailed once your order has been placed. If you have not received your confirmation within two hours of placing your order please contact customer service.
Shipping information will be emailed to the email address used when you placed order once the order leaves the manufacturing facility.
How do I contact Customer Service?
You can reach our Customer Service Department via email at [email protected] or by calling 678-886-0041. It is generally faster to email us.
What does Print Ready Mean?
Web-to-print refers to you using the web to order your products and go directly to press. We are an offset printer.
What is the difference between Aqueous Satin and Aqueous Gloss?
Aqueous Satin has a duller sheen and is pencil receptive. Aqueous Gloss has a higher sheen but is not pencil receptive.
What happens if I pay for Express Services, fulfill my commitment and then you fail to ship on the date provided?
In the unlikely event that this occurs we would credit back your turn time charge.
Do you offer tech support after business hours?
No we do not.
What are your business hours?
Our hours are Mon - Fri: 8:00 AM - 5:00 PM
What line screen do you use?
We print in Staccato (FM) screening which brings near photographic quality. Our Staccato screening process employs 20 micron dot size which is equivalent to 450 - 500 lpi.
Will I be contacted if there are any issues with my order?
Yes, an email will be sent to you regarding our concerns with your file.
How can I preview my order before it prints?
We offer a PDF proof free of charge via email on all orders we design for your approval prior to printing. We also offer a “Hard Copy Proof” for an additional prepaid fee of $40 that we can ship overnight to you.
When am I billed for my order?
We are a prepaid company and require payment before the order is printed. For on all orders we design a 50% deposit is required prior to commencing work.
If my order has issues and I need to resubmit files, do I need to place a new order?
No, we are easy to work with. If you originally uploaded a print-ready PDF you are able to upload files to an existing order by using our resubmit files option to upload a file to an existing order. You will need to provide your order #, initials, and the email associated with your account. Resubmit file here!
If we designed your document and you need to make changes we will need changes in writing. You will need to send us an email with your indicated changes attached in word format and your electronic signature (your name) and the email associated with your account in the body of the email. Be sure to provide your job # and order # in the subject line.
ORDER & TURNAROUND TIME INFORMATION
Standard Turnaround is 5-7 business days
What is the cut-off time for submitting orders?
The cut off time is 1 PM EST on all orders except for our Same Day Service which is a 9 AM EST cutoff and Next Day Service which has a 10 AM cutoff.
Please note: MST is Mountain Standard Time, which is 2 hours behind EST.
PST is Pacific Standard Time, which is 3 hours behind EST
CST is Central Standard Time, which is 1 hour behind EST
(see time zone map)
When does the order clock start?
The clock starts upon submission of print ready artwork with a "no proof option" or your approval of a PDF proof.
When you specify 5-7 business days, does this really mean 5 days?
Your job may be completed sooner depending on orders on hand with five days being the longest time allowed.
ARTWORK
How should I submit my print ready files?
We only accept PDF files for print ready files.
What resolution should my file be?
We ask that all images and artwork be no less the 300DPI.
What is bleed?
Artwork extended 1/8" on all 4 sides to allow for cutter variance.
How much Bleed do I need?
We require all files be sent with 1/8 on all sides.
What does too close to trim mean?
When non bleeding information is near or on the trim line. We ask for a 1/8 margin for all non bleeding information.
What does low res mean?
Low resolution is typically 240 dpi or lower. We recommend 300 dpi at 100% of picture placement.
PROOF
After submitting my artwork, how long does it take to receive my PDF proof?
PDF proofs will be sent within 48 hours of file submission. Weekends and Holidays are not included in the time calculation.
After submitting my artwork, how long does it take to receive my Hard Copy proof?
Hard Copy Proofs will be ready for shipping within 48 hours of file submission. Weekends and Holidays are not included in the time calculation.
If I resubmit a new file after receiving my proof, how long will it take to receive a new proof?
All PDF proofs are sent within 48 hours of file submission. Weekends and Holidays are not included in the time calculation.
What stock is a hard copy proof printed on?
We use a specialty paper with a satin finish called "Oris Select Proof".
STOCK
Is your Matte stock coated?
Our matte stock comes with a pencil receptive Satin AQ on both sides.
Can I get paper stock samples?
Yes you can. Please contact customer service for details.
What is the difference between C1S and C2S?
C1S is coated on one side. C2S is coated on both sides.
COATING
Can I write on UV Coating?
No, most pens do not work on a surface that has been UV coated.
Can I write on Gloss AQ (Aqueous) coating?
Although some pens will write on Gloss AQ, we do not recommend it for items that need to be written on.
Can I write on Satin AQ (Aqueous) coating?
Our Satin AQ is pencil receptive; both pens and pencils will write on this coating.
What is UV?
Liquid applied to a printed sheet, then bonded and cured with ultraviolet light.
What coating options are available on which paper stocks?
Please reference our product, stock, coating and ink cross reference chart.
CUTTING & BINDING
How do you calculate the number out on Custom Cutting?
The number out is the number of finished pieces per sheet. So, 2 out custom cut means 2 finished pieces per sheet.
Do you offer Rounded Corners?
Yes, we use two sizes a 1/4" radius and a 3/8" radius.
What folding options do you offer on brochures?
You may choose folded brochures with the following folding options: Bi-fold, Tri-Fold, Z – Fold, Double Parallel, Gate Fold, Double Gate Fold, Right Angle Bi-Fold, Right Angle Tri-Fold, Right Angle Z-Fold. Note: Not all folding options are available for all brochure sizes.
What is a saddle stitch?
A saddle stitch are staples that are placed in the center of the catalog spread to bind it together. Saddle stitch pricing is included with catalog orders.
SHIPPING
What do I do if I get a damaged box from UPS?
Save ALL product, packaging material, and box. Contact customer service.
Can I arrange my own freight services?
Yes you can. Please contact your customer service representative for details before placing your order.
Can I use my UPS account to ship my order?
Our system is automated to expedite your order. Unfortunately there is not a way to handle this efficiently where it would make sense.
Can I change my shipping options after an order is placed?
If you need to change your shipping options you will have to contact customer service. It will be determined at that point if it is feasible to change your shipping options.
Can I split ship an order to multiple locations?
No. To avoid shipping errors we require you to place a separate order for each shipping address.
Can you ship to Canada or Puerto Rico?
Yes, we can ship to Canada and Puerto Rico.
MAILING SERVICES
Can you inkjet addresses on Aqueous or UV coated stocks?
Yes, our inks our solvent based. We can inkjet on any coating, including UV.
How long does the mailing department take after it is printed?
It takes the mailing department 24-48 hours to process a job depending on customer response.
How long does standard mail take compared to 1st class?
1st class takes 2-4 days and standard takes 4 days to 4 weeks depending on where it is going.
Can you de-dupe a mailing list? (take duplicate records out)
We offer that service upon request.
What types of payment do you accept?
We accept all major credit cards via Paypal through our website.
How do I get an invoice?
We email you a printable invoice for each of your orders. We do not send invoices inside of your shipment.
Will I receive an order confirmation?
You will receive a receipt via Paypal when you place your order and an order confirmation is emailed once your order has been placed. If you have not received your confirmation within two hours of placing your order please contact customer service.
Shipping information will be emailed to the email address used when you placed order once the order leaves the manufacturing facility.
