Edited on March 27th 2016
Your complete satisfaction is our top priority. We take great care to ensure the highest quality products at affordable prices. Should there be any quality issues with your printed job, please contact us and we will issue a free reprint if we can.
Despite our best efforts, certain factors are beyond our control, and unfortunately cannot be covered by our customer satisfaction guarantee:
- Shipping and turnaround delays (including bad weather or mechanical failure).
- Spelling errors made by customers when entering order information.
- Low resolution or bad quality files provided by the customer.
- Errors introduced by the customer in the artwork design process.
- Jugement calls in regards to the design process (choice of colour, size of font, colour contrast...).
We reserve the right to have the client return the original order before reprinting an order. Reprints must be requested within 30 days of delivery of defect orders.
We strongly recommend that you review the top 10 printing problems to avoid any problems with your order.
After the initial order is placed and your files have been successfully uploaded, we will review your files at no charge. Please note that we will only check your files for items that would prevent the job from being printed such as resolution, bleed, colour mode and mask files (for post process options like Spot UV and embossing).
Unless you ask for it, we will not give any opinion regarding the aesthetic quality of the artwork (visual aspect, font size, choice of colour and contrast etc.). The client (or his graphic designer) is responsible for colour conversion choices as well as the overall quality of the artwork.
Please note that due to the large volume of orders received, up to 24 hours should be allowed for your files to be checked. If there is a problem with your order, we will contact you via email.
All reasonable efforts will be made to obtain the best possible colour reproduction on customer's work, but variation is inherent in the print process. We guarantee that our prints will meet CMYK industry standards. However, we cannot guarantee "match-print" color fidelity and cannot prevent slight color shift throughout an order. Because we cannot control the color reproduction of a customer's computer monitor, we cannot guarantee that the actual print color will precisely match any preview as it appears on your monitor. We do not do colour match PMS colours for CMYK process printing.
Many factors beyond our control may affect the colours, such as paper texture and absorption, colour of paper, type of printing process, laminating and coating. Variation in colour throughout the same job is normal and may not be avoided with some color tones, particularly on large solid areas.
If you have any questions or concerns about colours, please send us your artwork and we will be happy to give you some advice if we can.
Due to the automated and fast-paced run process, it is not guaranteed that we can change or cancel your order once it is placed. Changes cannot be made and orders cannot be cancelled or refunded once they enter into production.
Unless you make a special request, we will not send a proof. If a proof is required, please contact us as soon as possible. Virtual digital proofs are free of charge but will delay turnaround. At this time, we don't offer hard copy proofs.
Our turnaround times begin only after an order has been approved. Orders are considered "approved" and are put into production only when all files have been correctly submitted and when the order is fully paid.
All turnarounds are measured in business days. Saturdays, Sundays and holidays during which we are closed, are not considered production days. Turnaround times refer solely to production. Shipping transit is not included. Please read this article for more information on how to count turnaround times.
Improperly prepared files, file omissions and errors that interfere with our ability to produce your job will delay turnaround.
All efforts will be made to deliver the correct quantity ordered. However some variation is inherent in the print process and it is understood and accepted as reasonable that minor variations can occur. A 5% over-run or 5% under-run of ordered quantities is considered reasonable. We will credit you accordingly for any quantities beyond this tolerance limit.
We reserve the right to refuse to fill any order which we deem in our sole discretion to contain a word, term, symbol, or combination thereof which is pornographic, obscene, immoral, depraved, potentially illegal, or that potentially exposes us to liability or prejudice of any type. By using this site you warrant that you will not reproduce any such material via the service offered through this website, and that you will indemnify us from any claims made by third parties regarding the material that you provide.