Find answers to the most commonly asked questions. For further assistance fast, please contact us on Twitter.
Ordering and Account FAQ
Information on standard and custom orders, invoice payment, reprints, password resets, and client accounts can be found here.
File Prep and Submission
Information on supported file types, preparing print-ready PDFs, bleed, and safe area can be found here.
Product design templates and usage guidelines can be found here.
Ordering and Account FAQ
How do I set up a new account?
You may click here to setup an account, or from our home page you may select the New Account button in the navigation bar. Please be sure to fill all information in carefully and completely.
I forgot my password, how can I login to my account?
You may retrieve your password by going to our website and clicking on "Login" at the top of the page. Then, under the Password field of the Returning Customer section, click on "Forgotten Password". On the Forgotten Password page, enter the E-mail address you have on file with us and click "Continue". You will be emailed to our Password Reset Page. You will be emailed a new temporary password, which you can change to your own after you log in.
How do I place a standard order?
Once you have set up an account, click on the desired product you wish to order from the available product options on our home page. From pull-down menus, you will be required to select all the specifications for your job from the options available for your particular product. As you select each of the specifications, the price will update. Size, paper, printing colors, coating, turnaround, folding, and quantity all must be filled in to proceed. If an option is not available from the pull-down menus, it is considered a Custom Order.
How do I place a custom order/estimate?
If an item is not available on our website, or not available with the particular specifications desired, it must be submitted as a Custom Order request to see if it can be accommodated by us. Depending on the size of your order, we may not be able to produce your product cost-effectively. Estimates usually take approximately 24-72 hours to be processed. It is absolutely necessary to detail all the job specifications in the estimate requested. The easiest way to accomplish this is to look at a similar product on our website, and make sure you include all the information categories (i.e. size, paper, printing colors, coating, turnaround, folding, and quantity).
Incomplete/incorrect requests, whether job specifications or contact information, are the number one cause for delay for custom estimate requests.
Once an estimate has be accepted and quoted, it may be converted into an actual order.
Where can I check the status of my order?
After logging into your account, you may click on Order History to see the current status of your orders. Once there you can click on the "View" button below the status to see additional details or print the order.
What does my job status mean?
Processing: We have received your order and we are preparing it for the next step.
Pending: There is a problem with you rorder or files. We will contact you for more information.
Prepress: We are checking your order and files for possible problems.
Impose: Your files are checked for print, bindery, cutting, and finishing specs and we are determining the print schedule.
Printing: Your order is being printed.
Shipped: Your order has shipped.
Complete: Your order is complete.
I have a State Reseller's Permit, can I use it with you?
Sure, if you are producing a product for resale, we will require you to supply us with your sellers permit. Please email us a copy of your Resale Certificate.
How do I print an invoice for a job?
Log into your account by clicking on the "Login" button at the top of our homepage. Click on the "Order History" link. You will see a link that says "Click Here To View Details". Click on the "View" button below the status of the job you want to view. Print the page.
Are all jobs prepaid?
Yes, due to our low-profit margin and savings we pass on to you as a client, every order is prepaid online through our website. You may pay by check by selecting the appropriate payment method at checkout but keep in mind that your job will not begin until we receive your payment.
How do I cancel my printing order?
An order may ONLY be cancelled BEFORE proof approval. CANCELLATIONS ONLY RESULT IN STORE CREDIT, NOT REFUNDS. In the case that the proofing method "No Proof, Run As-Is" is selected, the proofing stage does not exist, and the job may not be cancelled.
If an order is cancelled after our resources have invested the time to produce a proof, additional fees incurred will be deducted from the total store credit issued. A minimum cancellation charge will ALWAYS apply after a proof has been generated for a job.
Can I order Pantone Matching System (PMS "Spot Color") jobs with you?
Currently, we ONLY offer 1-color, non-bleeding envelopes with a PMS spot color option. Of course you are welcome to convert your jobs to our CMYK profile, but exact PMS-to-Process matching is not available. Custom Estimates for large quantities over 20,000 flat pieces, or 5,000 catalogs are available with spot colors.
Can I order multiple versions of a job in the same order?
Yes, as long as all the versions are the SAME specifications, including quantity. On the ordering screen, you select the specifications as if you were only ordering one version under "Available Options". This especially relates to quantity. Then you select the quantity you want of EACH version (next to the price), not the quantity you want total. If for example you select an "Available Options" quantity of 1000, and enter "4" in the quantity field next to the price, you will end up with an order for 1000 EACH of 4 VERSIONS. There is no way to break the versions into mismatched quantities other than placing individual orders.
Keep in mind our SHOPPING CART allows you to place separate orders of different products, and only checkout and pay once to simplify the process.
Can I get a discount if I reorder my job?
Usually not. Unless you had additional charges for file correction, design, etc. and avoid those same processes again, the cost will be the same (unless our prices have changed since your last order).
Will your printing match a previously printed sample exactly?
The short answer is probably not. We print with a stochastic screening method that is close to the equivalent of 450lpi, which allows for a larger color gamut, because the dots are smaller. We print more colors, but this probably means it will not exactly match conventional screening (i.e. light screens that printed dark and clunky at 200lpi will be smooth, and clean, with a smaller dot; appearing lighter). Also where most printers are subjective, and choose to change the pressruns by arbitrarily adding color personal "taste", we are objective in our methods to yield more consistent results.
Gang run printing is parallel to making a pot of great coffee; each batch is slightly different. You get the cost benefit of sharing a presssheet with many other customers, but you get a print job that is run objectively to density, within tolerances. That being said, we are still VERY close from pressrun to pressrun.
What if I want to reprint a job, do I have to resubmit files?
Due to the volume we are unable to archive files more than 30 days. If you would like to reprint an order, it is treated just like a new job; you must place the order, upload file, approve proof etc.
File Prep and Submission:
You need to supply a flattened, PRINT READY .PDF or JPG file. We require 300dpi, converted to CMYK colorspace, and flattened PDF or JPG. DO NOT specify your trim area with crop marks, please use our templates as a guide. Make sure you have a minimum of 1/8" (0.125") BLEED on all edges of your job, and a 1/8" (0.125") SAFE area that has all critical design element such as text, pulled away from trim.
For large format banners and signs all text and imagery must be kept withing 2" of the trim edge. Background images must still extend into the bleed area.
Following these guidelines, and CAREFULLY CHECKING THE RESULTING PDF or JPG before uploading will greatly reduce the possibility of error and accelerate your job through production.
We accept PDF and JPG files. Keep in mind anything other than .pdf or .jpg files will incur additional charges. A properly prepared PDF file will greatly reduce processing time and error on your proofs, as opposed to working with external elements such as fonts, images, and layout files.
In addition, you may choose to send one .ZIP file with all of your art contained within the .ZIP file. When sending a .ZIP file it is imperative that you properly label each individual file so we know which file goes with which item in your order and so we know which is the front and which is the back.
We require a 1/8" (0.125") bleed on all projects. This will add 1/8" (0.125") to your overall image area, on both dimensions.
Example: for a 2" x 3.5" business card your artboard will be 2.125" x 3.625".
For large format banners and signs all text and imagery must be kept within 2" of the trim edge. Background images must still extend into the bleed area.
File formats that are not listed in our accepted formats, must be converted to an accepted format. Examples of file formats that require conversion include .psd, .ai, .indd, etc. For Windows users, there are many free utilities such as PrimoPDF to convert your job to .pdf form. Please understand that we are not responsible for how you convert these unsupported file types. Please double check your final .pdf before submission. If your job comes out incorrectly because of problems stemming from a bad conversion, we will not be responsible. Also, please note that Microsoft Publisher, Microsoft Word, and Microsoft PowerPoint ARE NOT acceptable graphics editors for print work. We STRONGLY recommend using an dedicated graphics editor to create print ready files.
CMYK is also called 4-color Process. Colors in CMYK images are composed of varying amounts of Cyan, Magenta, Yellow and Black. This is the way a printing press prints color, so it is vital that your image be in this color mode. For 1-color Process it needs to be grayscale or bitmap (which only use Black).
RGB is an abbreviation for Red, Green, and Blue. This is a color system commonly used for monitors, digital cameras, televisions, etc. This color system works well for DIGITAL items but not for printing ink on paper. You MUST convert your files from RGB to CMYK prior to uploading your files. You will notice that some colors (especially fluorescents), will convert to a much darker color. It is important you handle the conversion on your end so have a realistic idea of what can print, and choose your colors accordingly. Even better is to begin your new document in CMYK to avoid having to convert later.
A popular color matching system used by the printing industry to print spot colors. Most applications that support color printing allow you to specify colors by indicating the Pantone name or number. This assures that you get the right color when the file is printed, even though the color may not look right when displayed on your monitor. PMS works well for spot colors but not for process colors, which are generally specified using the CMYK color model.
Refers to a method of specifying and printing colors in which each color is printed with its own ink. In contrast, process color printing uses four inks (cyan, magenta, yellow, and black) to produce all other colors. Spot color printing is effective when the printed matter contains only one to three different colors, but it becomes prohibitively expensive for more colors. Most desktop publishing and graphics applications allow you to specify spot colors for text and other elements. There are a number of color specification systems for specifying spot colors, but Pantone is the most widely used.
Often times, there is a dramatic color shift when converting from Pantone spot colors to CMYK. This is because spot colors are made of only one custom color and are very expensive. Using the process printing method, we are able to make thousands of colors from just four inks, but some colors fall outside the range of what can be simulated.
Becuase of CMYK's limited color gamut, the simulation of any particular pantone ink will sometimes not be an accurate conversion. A close up look will show that CMYK's color gamut has only four inks to simulate a special pantone color using cyan, magenta, yellow, and black inks only. At magnified view, these four inks overlap eachother in what is called "half tone dots" gives the human eye a visual of a particular color.
After you have placed your order you will be redirected to the confirmation page. Here you will see a link to upload your file(s). You will receive the same link in your confirmation email. Click this link to go to the file upload page. Follow the instuctions to upload your first file. Once you've successfully uploaded your first file you will be asked to upload additional files. Continue in this manner until you are finished uploading your files. When you are finished you may return to our home page.
Yes. Our system allow for uploading files separate from ordering if you choose. We recommend uploading files at the time the order is placed because you are lead through the process in our interface but, uploading later and/or by a different person is also available. You will receive a confirmation email after your order is placed. There will be a link for uploading files. You can forward you confirmation email to your designer or follow the link yourself later to upload files.
Yes and no. No. Our system is designed to only accept one file per upload. To upload more than one you must follow the instructions in "How do I upload files?". The appropriate way to send more than 2 files, is to place all files in one folder, create a "zipped" (.zip) archive, and upload as a single zip file.
Yes. For additional fees, you may mail a physical disk. Please understand we are not responsible for delays or lost files if they are submitted in this manner. We will not return the disk.
Due to the volume of print we process, we are only able to archive jobs for 30 days from the point they are uploaded. Please keep copies of your files. We are not responsible for client's sole copies of files.
The only copies we archive are the jobs that we design for clients.
Yes. All of our pricing is based on print-ready files. Please check and correct any issues BEFORE uploading your files. If a prepress technician finds something lacking in the file, they will either contact you with a description of what the issues are that need to be resolved with your file or if they can't get in touch with you they will correct it (you will be responsible for charges incurred).
For printed products that will be mailed, we recommend you visit the USPS website and follow their guidlines.
In the case of UV 1 Side jobs, or AQ 1 Side jobs, the odd pages in your supplied .pdf will always be the coating surfaces. For example in a single-version postcard, page 1 would be coated. In the case of a 3 version business card, pages 1, 3 and 5 would be coated. If you are supplying individual files for the front and back, you may want to name them "Coating" and "NoCoating". Remember, despite how you submit files, you will be held responsible for checking the coating sides of your job in your proof from us.
This will incur an additional fee. Please carefully check your files before uploading. If this job has not been worked on, we MAY be able to spare you this fee. We reserve the right to charge the re-rip fee regardless. Also, please be aware that files coming into our FTP site are time stamped. If you upload files after a proof is sent, you will definitely be charge a re-rip fee.