Frequently Asked questions
How do I find out the status of my order?
You may contact us at any time to find out the status of an order. Note that notifications are sent via email any time an update to your order occurs (submitted, on hold, shipped, etc.)
Do you offer graphic design services?
No. In an effort to further reduce our prices, we are no longer offering graphic design services. However, we recently established a unique Designer Directory to assist you in finding a professional graphic artist in your area.
What is the difference between digital and offet printing?
Digital printing doesn't use plates the way offset printing does, but instead uses toner or liquid ink. Digital printing is more economical when lower quantities are needed. (We print all quantities of 1,000 or more pieces on our offset press.) Offset printing uses plates, usually made from aluminum, which are used to transfer an image onto a rubber "blanket", which then rolls that image onto the paper stock. It's called offset because the ink is not transferred directly onto the paper. There is no notable difference in print quality between digital printing and offset printing.
Can I cancel or change my order?
Once an order has been submitted, it is reviewed and sent to production if payment is approved. There is a small window between the time you submit an order and the time your credit card is processed and the order is sent to production. If you have not yet received an email stating that "Your order has been approved", then you are still within the time window where you can cancel or make changes to the order. However, once an order is approved, it is immediately sent to production and can no longer be canceled or changed. We highly recommend that you proofread and examine your graphic files for any errors before uploading them and submitting your order. NOTE: If during the checkout process you opted to receive a digital proof of your uploaded files, we will not bill your credit card or start production on your order until after you have reviewed the digital proof and have responded with an approval for us to process the order.
What is a digital proof?
When placing an order, you are given the option of receiving a digital proof via email of the file(s) you uploaded. We charge a small processing fee ($5.00) for this service. If you used one of our templates to creat your artwork, then your files should already be setup properly, as long as you didn't alter the template settings in any way (ie. changed the color mode, resolution, etc.). In most cases, a proof is not necessary, unless you simply want to verify that we received the correct files -- and even if you choose not to use one of our pre-configured templates, we will contact you if there are any problems with your files. If you opt to receive a proof, it will be emailed to you within 24 hours after submitting your order.
What shipping/pickup/delivery options do you offer?
All orders include free UPS® Ground shipping within the Continental United States. Standard delivery time is 1-3 days depending upon your location. We also offer free delivery to local customers in the Dallas-Fort Worth Metroplex on orders exceeding $500. (Note that some products are not printed in our D/FW facility and must be shipped via UPS® to your location.) Please see Turnaround Times for more information on production and delivery.
Can I pay with a personal or company check?
Yes. If you'd like to pay by check, please call us at 1-800-259-1920 and place your order over the phone. NOTE: We require that all orders over $2,500 be paid with a personal or company check and check payments must clear the bank before production will begin on the order.
Do you offer any type of bulk order discounts?
Yes. In lieu of the pricing shown on our website, we offer additional discounts on large commercial orders exceeding $2,500. Please contact us to receive a quote.
What if I'm not satisfied with my order?
We want you to know that we are committed to customer satisfaction. However, due to the nature of custom printing, we do not offer refunds or credits. All sales are final. If a printing error during the production process resulted in a defect in your final product, we will reprint the order at no charge. For a reprint to be approved, you must notify us within 24 hours of receipt of your order. You will be required to return the entire order to us (at your expense), along with a detailed summary of the problem. Please be aware that we do not take responsibility for typing, color, image, or design errors introduced by customers in the document creation process. Please read our Terms of Use before ordering.
What kind of printing equipment do you use?
We use Heidelberg sheet-fed presses, digital printers and other professional-grade printing/finishing machines.
What kind of inks do you use?
All of our products are printed with four-color inks: CMYK (Cyan, Magenta, Yellow, and Black). Some products are also printed using environmentally-friendly, soy-based inks.
What type of paper stock(s) do you print on?
Our print products are available in a wide variety of paper stocks and finishes. These include: 60lb, 70lb, 80lb, 100lb, 14pt, 16pt and Recycled options.
What is the difference between 60lb, 70lb, 80lb, 100lb, 14pt, 16pt, etc.?
These numbers refer to the weight of the paper stock and are listed above in the order of thickness. Here are a few examples: 60lb stock (stickers), 70lb stock (letterhead and envelopes) 80lb stock (flyers), 100lb stock (posters), 14pt cardstock (postcards and door hangers) and 16pt cardstock (business cards). Keep in mind too that there is a difference between "cover" and "book" (also known as "text"). 100lb cover is a cardstock and 100lb book is a thick paper. Most of our products come in your choice of stock and finish.
What kinds of varnish (coatings) do you use?
Depending on your selection, products will either have an aqueous coating, UV coating, or matte finish.
What is the difference between UV Gloss, Aqueous Coating and Matte finishes?
UV Gloss is a coating that adds a brilliant shine to printed media, thus enhancing the colors and preserving the paper stock from fading, yellowing, or tearing. UV Gloss is most commonly used on business cards, postcards and door hangers. Aqueous coating is very similar to UV coating, just slightly less glossy. Like UV coating, aqueous coating protects against dirt, smudges, fingerprints and scratches. It is most commonly used on brochures, flyers and posters. Matte finish gives your printed materials a smooth, professional feel and reduces the glare associated with gloss coatings. Matte finish is often used on invitations and business cards.
Can I write or print on gloss coated products?
You cannot write or print (ie. inkjet addresses) on UV coating. This means that if you plan on mailing postcards and you would like a UV coated product, you will also need to mark the "No UV Coating on Back" checkbox when ordering. This will be the side for the address information and other postal insignia. NOTE: This does not apply if you are planning to mail your postcards using the U.S. Postal Services' Every Door Direct Mail (EDDM) program, since we will be printing the postal insiginia on each card, you are not required to write/print anything on the product. Therefore, both sides may have UV coating.