Common questions about our ordering process
Q: I did not receive my Layout Proof, but I see you are waiting for my Final Approval. How can I view my Layout Proof and approve my order?
A: There are two ways to view your Final Approval. You can log in to My Account (please register if you have not done so already) then click on Active jobs. Once you find your job, you can view your Approval. You may also call the Production Team or the Customer Care Group at 800.959.8365 x6205 to have them resend the Approval to you via email. Please be sure to check your junk mail folders as they might have been mistakenly placed in there as well.
Q: Can I receive a written quote?
A: You can request a verbal or written quote by calling a Direct Marketing Specialist at: 800.959.8365 x2500.
Q: What is the step-by-step ordering process?
A: For a job on a 4-business day production timeline, you would submit your materials by 12:00 p.m. PT. A layout would be sent back to you for Approvals by noon on the following business day. With your Approval received by 3:00 p.m. that same day, your order will be produced and shipped out on the fourth business day, or mailed on the sixth business day. Folded products will require an additional day.
Q: Do you have a checklist of materials needed to submit an order?
A: For the details on required materials and specifications, go to the Preparing Materials section of our website. Whether you build your layout, or we build it for you, all the information you need will be right at your fingertips.
Q: How do I track the status of my order?
A: If your order is being shipped, you can access this information by logging into My Account. You will also receive an e-mail confirmation with the tracking number. If you placed your order through our online ordering system, simply use the User ID and Password you created at that time. If you do not have a login, please register. You can also call Customer Care at 800.959.8365 x6205 and we’ll be more than happy to assist you.
Q: Can I reprint an order?
A: You can request a reprint (either with or without changes) if the job you wish to use has been printed within the past two calendar years. Our job volume does not allow our archives to store jobs beyond this time period. To view previous jobs you’ve printed, log in to My Account.
Q: Will I receive some type of proof before my order is printed?
A: If your files were submitted before 12:00 p.m. PT, you will receive a layout for final Approval by 12:00 p.m. on the next business day. If your files were submitted after 12:00 p.m. PT, you will receive this layout on the second business day. Color proofs add an additional day since these need to be shipped. The day you receive an e-mailed Final Approval is the day the color proof ships out.
Q: I have a duplicate order and need to cancel one. How can I do that?
A: Please contact Customer Care at 800.959.8365 x6205 as soon as possible to avoid cancellation fees. We will ensure that your duplicate is properly removed.
Q: I don’t understand the waiver question on my Final Approval.
A: If you do not understand the waiver questions on your Approval, please contact your Production Team or the Customer Care Group at 800.959.8365 x6205 for assistance.