Ordering Process:
How do I place an order online? To place an order online, simply visit our website and select the product you wish to order. Follow the step-by-step instructions to customize your order and proceed to checkout.
Why don't I see "High Gloss UV Coating Both Sides" on a 14 pt. Gloss Coated Cover with b/w or blank back? The option for "High Gloss UV Coating Both Sides" may not be available for certain product configurations due to technical constraints or printing compatibility. Please reach out to our customer support for further assistance.
Can I order quantities not on the website? Yes, you can. Please contact our customer support team to discuss custom quantity options for your order.
How can I submit my files? You can upload your files during the ordering process on our website. Follow the prompts to upload your print-ready files.
What is the maximum file size that I can upload? The maximum file size for uploads depends on the specific requirements of your order. Please refer to the guidelines provided during the ordering process.
Can I upload a file that has multiple PDF pages? Yes, you can upload a multi-page PDF file. Make sure all pages are correctly arranged and formatted before uploading.
How do I upload files for calendars and catalogs/booklets? During the ordering process, you'll be prompted to upload individual files for each page or spread of your calendar or booklet.
Can I upload new files when my order status is "Approved", or "In Production"? Unfortunately, once an order is in production or has been approved, you cannot upload new files. Please ensure all necessary files are uploaded before confirming your order.
What is a reupload, and where do I reupload? A reupload is the process of submitting new or revised files for an existing order. You can reupload files through your account dashboard or by contacting customer support.
Why am I being asked to reupload if you have printed this order for me before? Reupload requests may occur if there are issues with the previously submitted files, or if changes are needed for a reprint or reorder.
Can I reupload more than 5 files? Yes, you can reupload more than 5 files if necessary. There may be additional instructions or guidelines provided during the reupload process.
How do I submit a reorder? You can submit a reorder through your account dashboard by accessing your order history and selecting the reorder option for the desired order.
What changes can I make to a reorder? Reorders typically replicate the previous order. However, you can make changes to quantities, paper stocks, or other specifications during the reorder process.
Why didn't I get proof after I placed a reorder? Proofs may not be provided for reorders if the specifications remain unchanged from the original order and if proofs were not requested initially.
Can I go back into my account to see proof from a previous order? Yes, you can view proofs from previous orders by accessing your order history through your account dashboard.
Processing Files & File Setup:
Can you provide a checklist for print-ready files? Yes, we offer guidelines and checklists for preparing print-ready files. Please refer to our website or contact customer support for assistance.
What is bleeding? Bleeding refers to extending images or graphics beyond the trim edge of the printed page to ensure that there are no white borders when the document is trimmed.
Will there be a problem if my file includes less than the required bleed, but the image stops at the trimming line? Yes, insufficient bleed can result in white borders or uneven edges after trimming. It's essential to adhere to the specified bleed requirements for optimal printing results.
What does a "low-resolution" image mean? A low-resolution image has a low pixel density, resulting in a blurry or pixelated appearance when printed. It's crucial to use high-resolution images for printing to ensure clarity and quality.
What is pixelation? Where can I get a better image? Pixelation occurs when individual pixels become visible, resulting in a blocky or distorted image. Better quality images can be obtained from high-resolution sources or through professional photography services.
Why is the requirement 150 dpi resolution for signage, and 350 dpi for other products? Signage typically requires lower resolution (150 dpi) because it is viewed from a distance, while other printed products may require higher resolutions (350 dpi) for close viewing to ensure sharpness and detail.
What is the difference between a .TIFF and .JPG file? And which is better for printing use? TIFF files are lossless, uncompressed files that retain all image data and are preferred for printing due to their high quality. JPG files are compressed and may lose some image quality but are more commonly used for web and digital applications.
What types of software or applications do you support? We support various design software and file formats, including Adobe Photoshop, Illustrator, and InDesign. However, we recommend using PDF files for the best compatibility.
What size of text is too small to print? Text sizes below 6 points may be too small to print legibly, depending on the font and printing method. It's advisable to use a minimum text size of 8 points for optimal readability.
Why do you not recommend having borders? Borders may appear uneven due to trimming variations during the printing process, resulting in an unbalanced final product. It's recommended to avoid borders or ensure they are thick enough to accommodate trimming.
Are there any limitations to the content that you will print? We adhere to legal and ethical standards regarding content. We reserve the right to refuse printing of materials that violate our policies or applicable laws.
Does a 4/4 folder have pockets included? Are they considered the front or back? A 4/4 folder typically includes pockets and is printed on both sides (front and back). The pockets are usually considered part of the inside of the folder.
Is it OK to send folder files as 2 separate 9" x 12" files? Yes, you can send folder files as separate files for the front and back covers. Make sure to indicate the correct orientation and alignment to ensure proper printing.
Where does the business card slit go on the folders? The business card slit is typically located on the pocket flap of the folder. It allows for the insertion of a business card for added customization.
Can I use some of my website art for my designs? It's essential to ensure that you have the legal right to use any artwork or images obtained from websites. Some images may be subject to copyright or licensing restrictions.
Pricing:
Where can I find pricing for products? Pricing for products can be found on our website. Navigate to the product page, select your desired specifications, and the price will be displayed accordingly.
What are the additional fees for uploading new files? Additional fees for uploading new files may vary depending on the scope of the changes and the stage of the order process. Please refer to our pricing and fees policies for more information.
Why have the prices changed? Prices may change due to various factors, including fluctuations in material costs, production expenses, or promotional offers. We strive to maintain competitive pricing while ensuring quality and value for our customers.
Payment & Billing:
What are the methods of payment? We accept various payment methods, including credit/debit cards, PayPal, and other secure online payment options. Please refer to our website for a complete list of accepted payment methods.
When does my credit card get charged? Your credit card will typically be charged at the time of placing your order or shortly thereafter, depending on our payment processing procedures.
Why does my billing status state "Unpaid"? If your billing status states "Unpaid," it may indicate that payment has not been processed successfully or that there are outstanding charges on your account. Please review your payment status and contact customer support if further assistance is needed.
Why do we have to provide an Authorization Form? Providing an Authorization Form may be necessary for certain payment transactions to verify cardholder authorization or to comply with security measures.
Why am I being asked for a copy of my credit card? We may request a copy of your credit card for verification purposes or to prevent fraudulent activity. Rest assured that we prioritize the security and confidentiality of your payment information.
Why did my credit card decline? Credit card declines can occur for various reasons, including insufficient funds, exceeded credit limits, or security concerns. Please contact your card issuer or try an alternative payment method.
How can I get a receipt for my purchase? You should receive a receipt for your purchase via email shortly after completing your order. If you require an additional copy or have not received a receipt, please contact our customer support team for assistance.
How long until I receive a refund? Refund processing times may vary depending on the payment method and financial institution. Generally, refunds are processed within a few business days after approval.
Why is there an additional fee for reuploading when I didn't approve the proof? Additional fees for reuploading may apply to cover administrative or production costs associated with processing revised files, regardless of proof approval status.
Do you offer refunds? Refunds may be issued under certain circumstances, such as order cancellation, misprints, or quality issues. Please review our refund policy or contact customer support for further assistance.
Shipping:
How is my shipping carrier determined? Shipping carriers are determined based on factors such as delivery speed, destination, and shipping preferences selected during the checkout process.
Will I have to pay any import taxes? Import taxes or customs duties may apply depending on the destination country's regulations. Customers are responsible for any applicable import fees or taxes.
Is there a shipping discount for multi-item orders? Shipping discounts may be available for multi-item orders or bulk shipments. Please check our website or contact customer support for information on current promotions or discounts.
What is shipping time? Shipping time refers to the estimated duration for your order to be delivered after it has been dispatched from our facilities. Shipping times may vary depending on the shipping method selected and the destination.
When will my order be shipped? Orders are typically shipped within the production time frame specified for each product, once production is complete and payment has been processed.
Where do I find shipping costs on the website? Shipping costs are typically calculated and displayed during the checkout process based on the selected shipping method and destination.
Can I combine shipping of two or more orders? Yes, you may be able to combine shipping for multiple orders if they are being shipped to the same address and have compatible shipping requirements. Please contact customer support to arrange combined shipping.
Can I request to use my own shipping account? Yes, you can request to use your own shipping account for order shipments. Please provide your shipping account details during the checkout process or contact customer support for assistance.
How can I change my delivery address after I place my order? If you need to change your delivery address after placing your order, please contact customer support as soon as possible to request the address change. Note that address changes may be subject to additional fees or shipping delays.
What is a reroute? A reroute is a request to change the delivery destination of a package while it is in transit. Rerouting may incur additional fees and is subject to carrier policies and availability.
How can I reroute a package delivery? To reroute a package delivery, please contact the shipping carrier directly or contact our customer support team for assistance with rerouting requests.
What does it mean when my tracking number says billing info received? When your tracking number displays "billing info received," it indicates that the shipping label has been created, but the package has not yet been received by the carrier for shipment. It may take some time for tracking information to update.
Why doesn't the shipping carrier have my tracking number's information? If the shipping carrier does not have information for your tracking number, it may be due to delays in package processing or updates to the carrier's tracking system. Please allow some time for tracking information to become available.
Why is there a message that the carrier cannot locate the shipment? If the carrier cannot locate your shipment, it may be due to various factors such as incorrect tracking information, delays in transit, or logistical issues. Contact the carrier or our customer support team for assistance with locating your shipment.
What happens when I supply you with the incorrect shipping address? Providing an incorrect shipping address may result in delivery delays, return shipments, or additional fees for address corrections. Please ensure that your shipping address is accurate and up-to-date to avoid any issues.
Order Issues:
Why did I not receive a picture of my files upon uploading? The absence of a picture of your uploaded files may be due to technical issues or settings during the upload process. Please contact customer support for assistance if you require confirmation of file uploads.
The paper I ordered looks different. Has it changed? Changes in paper appearance may occur due to variations in printing, finishing, or material suppliers. If you have concerns about the paper quality, please contact customer support for further assistance.
Why does the color of the printed product not match my submitted files? Discrepancies in color may occur due to differences in color calibration, monitor settings, or printing processes. We strive to match colors as closely as possible but recommend ordering a physical proof for color accuracy.
Why did you cancel my order? Orders may be canceled for various reasons, including payment issues, file quality concerns, or violations of our terms of service. Please check your email or contact customer support for information on canceled orders.
Why am I getting an email saying that my files are corrupted when they seem to be fine on my end? Files may appear fine on your end but may encounter issues during the uploading or processing stages. Corrupted files can result from formatting errors, file corruption, or transmission issues. Please try re-uploading your files or contact customer support for assistance.
Why can't Smart Printings correct my files so that they will be print-ready? While we strive to assist customers with file preparation, some issues may require corrections or adjustments from the customer's end due to the complexity or nature of the files. We provide guidelines and resources to help customers prepare print-ready files.
How do I report a problem with my order? To report a problem with your order, please contact our customer support team via phone, email, or live chat. Provide detailed information about the issue, including your order number, for prompt assistance.
How long does it take to get a response on an order issue? We aim to respond to order issues and inquiries as quickly as possible. Response times may vary depending on the complexity of the issue and current support volumes. Please allow up to 24-48 hours for a response.
How can I get reimbursed for a misprint? If you received a misprinted product, please contact customer support with details and photos of the issue for evaluation. Depending on the circumstances, you may be eligible for a reprint or refund.
How long does a reprint usually take? Reprint processing times may vary depending on the nature of the request, production schedules, and shipping considerations. Our customer support team will provide an estimated timeframe for reprints based on your specific situation.
Why did I receive an "Order Issue" email when there is no problem with my order? Order issue emails may be sent for various reasons, including updates on order status, payment processing, or shipping information. If you received an order issue email in error or have questions, please contact customer support for clarification.
What do I need to do when my package is damaged/lost? If your package is damaged or lost during transit, please document the condition of the package and its contents, and contact our customer support team immediately for assistance with filing a claim or arranging a resolution.
What am I supposed to do with the damaged package? If you receive a damaged package, please retain all packaging materials and contents for inspection. Follow the instructions provided by our customer support team for returning or documenting the damaged items.
How long does a trace usually take? Package traces or investigations may take several business days to complete, depending on the carrier's procedures and response times. Our customer support team will provide updates and assistance throughout the trace process.
When do I get a reprint for lost or damaged orders? Reprints for lost or damaged orders are typically processed after the completion of an investigation or claim with the shipping carrier. Our customer support team will coordinate with you to arrange for a reprint once the necessary steps are completed.
Paper Stocks:
Will you print on a paper I provide? We generally do not print on customer-provided paper due to quality control and compatibility concerns. We offer a range of high-quality paper stocks for printing.
What stocks do you offer? We offer various paper stocks tailored to different products and printing requirements, including gloss, matte, recycled, and specialty options. Please refer to our website or contact customer support for information on available stocks.
What are the differences in your stocks? Our paper stocks vary in texture, weight, finish, and suitability for different printing applications. Gloss stocks offer a shiny finish, matte stocks provide a non-reflective surface, and specialty stocks may have unique textures or features.
Which paper stocks can I write on? Matte or uncoated paper stocks are generally suitable for writing with pens, pencils, or markers. Glossy or coated stocks may not be as receptive to writing or may require specialized pens.
Tech Support:
General:
What's the difference between digital and offset printing? Digital printing uses digital files to directly print onto various substrates, offering quick turnaround times and cost-effective solutions for small to medium print runs. Offset printing involves transferring ink from a plate to a rubber blanket and then to the printing surface, ideal for high-volume production and precise color reproduction.
Are there any special offers or coupon codes? Special offers, discounts, and coupon codes may be available periodically. Please check our website or subscribe to our newsletter for updates on promotions and exclusive offers.
Can you send the files back to me if my hard drive crashes? While we do not provide file storage or backup services, you can typically download your previously uploaded files from your account dashboard on our website. We recommend regularly backing up important files to prevent data loss.
Can I place an order through the phone? Yes, you can place an order over the phone by contacting our toll-free number during our call center hours. Our customer support representatives will assist you with order placement and any questions you may have.
Why don't you call and notify me when there's an issue? While we strive to provide timely communication regarding order issues, we primarily use email as our primary mode of communication to ensure efficiency and accuracy in addressing customer inquiries and updates.
What is the Production Time? Production time refers to the time it takes for us to process and manufacture your order, excluding shipping and delivery timeframes. Production times may vary depending on the specific product, quantity, and printing requirements.
When does my production time begin? Production time typically begins after your order is confirmed, payment is processed, and print-ready files are received and approved. Delays in file approval or payment processing may affect production start times.
Will Smart Printings make any changes to my account information? We will only make changes to your account information at your request or to correct inaccuracies. It's essential to keep your account details up-to-date to ensure smooth order processing and communication.
What kind of presses do you use? We utilize modern and innovative printing equipment, including digital and offset presses, across our printing facilities to ensure high-quality and consistent results for our customers.
Can I request spot color printing? Spot color printing may be available for certain products or printing processes. Please contact customer support to discuss your specific color requirements and printing options.
What if I don't have a designing program? If you do not have access to design software, you can use online design tools or templates provided on our website to create custom designs for your printed products. Our customer support team can also assist you with design services or recommendations.
Do you have backgrounds and clip art that I can use for my designs? We offer a selection of backgrounds, clip art, and design templates that you can use to create custom designs for your printed products. These resources are available on our website or through our design tool.
Which products can have Round Corners? Round corners are available as an option for select products, including business cards, postcards, and invitations. Please check the product specifications or contact customer support for availability.
Are any of the products assembled and sent? Some products may require assembly or finishing before shipment, such as folded cards, booklets, or promotional items. Our production team ensures that all assembled products meet quality standards before shipping.
What is saddle stitch binding? What is perfect binding? Saddle stitch binding involves stapling folded sheets together along the spine, commonly used for booklets, brochures, and magazines. Perfect binding involves glueing the pages to the spine, creating a flat edge, commonly used for paperback books and catalogs.
What are the methods of ordering on your website? You can place orders on our website by selecting your desired product, customizing the specifications, and completing the checkout process. We offer a user-friendly interface for easy ordering and payment.
Why am I not receiving any emails from your site regarding my order? If you are not receiving emails regarding your order, please check your spam or junk folder to ensure that our emails are not being filtered. You can also add our email address to your contacts or whitelist to ensure delivery.
My saved designs had backgrounds that are no longer there. Why? Changes or updates to our design templates or resources may affect saved designs that rely on specific backgrounds or elements. We recommend reviewing and updating your designs as needed to ensure compatibility with current resources.
First Time Customers:
How do I place an order online? To place an order online, navigate to our website and select the desired product. Follow the prompts to customize your order and proceed through the checkout process.
What are the methods of ordering on your website? You can order on our website by selecting products, customizing specifications, and completing the checkout process. We offer a user-friendly interface with options for customization and payment.
What is the difference between Production time and Shipping time? Production time refers to the time it takes to process and manufacture your order, while shipping time refers to the duration for your order to be delivered after it has been dispatched from our facilities.
How do I report an issue for my order? To report an issue with your order, please contact our customer support team via phone, email, or live chat. Provide detailed information about the issue, including your order number, for prompt assistance.
How do I choose which paper stock is right for me? Choosing the right paper stock depends on factors such as your product type, design preferences, and budget. Our customer support team can provide guidance and recommendations based on your specific needs.
Do you ever offer discounts on shipping? We may offer discounts or promotions on shipping from time to time. Please check our website or subscribe to our newsletter for updates on shipping discounts or special offers.
How can I correct my artwork after uploading and placing an order? If you need to correct artwork after placing an order, please contact our customer support team as soon as possible to discuss options for revising or re-uploading your files.
Where can I find discount coupons or special offers? Discount coupons and special offers may be available on our website, through promotional emails, or on our social media channels. Be sure to check for current offers and promotions when placing your order.
Do you offer refunds? Refunds may be available under certain circumstances, such as order cancellation, misprints, or quality issues. Please review our refund policy or contact customer support for assistance.
