Frequently Asked Questions
How long does production take?
Typical production time is 3-5 business days for all custom products. This does not include shipping time.
What file types are recommended for artwork uploads?
Be sure to convert all fonts to outlines or curves before sending the file. Please set the size of the artwork in proportion to the exact size of the custom order. For banners, all text should be at least two inches from the edge. Acceptable formats include:
- EPS (Encapsulated Post Script)
- AI (Adobe Illustrator)
- PDF (Adobe Reader PDF)
- PSD (Adobe Photoshop)
- JPEG (High Resolution JPEG)
- TIFF (High Resolution TIFF)
Do you print height by width (H x W) or width by height (W x H)?
Yes, we print both but size selection on website is WxH. If you have any doubt you can opt for our Hire a Designer services for the design purpose.
Can I change my artwork or dimensions once it has been approved and is in production?
Once your artwork has been approved it will go straight to production and no changes can be made.
What if the colors on the custom sign or banner don't come out the way I expected?
Printers are calibrated to print colors accurately to match the order, but in cases that they do not, we cannot be held responsible. The appearance of the thumbnail could be different on our screens and equipment compared to yours. We will not issue refunds or accept returns due to color, depth or tone. However, we recommend you to provide Pantone + Color Bridge Coated for the best match. We address each of these situations on a case-by-case basis.
Can I cancel my order and get full refund?
You can contact our customer support team via call or chat. We will check the progress on the order and if possible, we will make the changes to the order.
What If I received damaged order?
Sometimes the order may be damaged in transit. In which case you can take the product images along with the shipping box images, clearly showing the damage and the package label. Upon reviewing the images, we will offer a refund, reshipment, or store credit.
I only received part of my order - where is the rest?
Different materials mean that we can't always fit many products from the same order into the same package. There is a possibility that the product will arrive in many containers. If you have any questions or need assistance locating your additional package(s), please get in touch with our customer service team.
Can I update my billing address?
Once the order is placed you cannot update the billing address.
Will the printed product look exactly like the design proof displayed on my monitor?
Due to different monitor calibrations, some printed colours may not always match the colours displayed on your computer monitor.