How do I place an order online?

First, you will need to register online and create a free account. You will then need to log in with your email address and password before completing your order. Click here to Sign Up.

Why don't I see "High Gloss UV Coating Both Sides" on a 14 pt. Gloss Coated Cover with b/w or blank back?

If you select the 14 pt. Gloss Cover, Full Color Front/Grayscale Back, or Full Color Front/Blank Back, you will not have the option to select "High Gloss UV Coating Both Sides". You do not see this option because we UV full color sides only. This same rule applies when you select 16 pt. Premium Matte Cover and 4/0 or 4/1; you will only see the option to apply High Gloss UV Coating on the front.

Can I order quantities not on the website?

You can only order quantities that are listed on the website, as quantities are set based on the presses we use. If you wish to order a quantity that you don't see listed, we recommend submitting multiple orders of the same item to fulfill your desired quantity.

How can I submit my files?

Submitting your files to us is simple! You may either upload your print-ready files directly on the order form of your desired product, or you can ship us a CD that contains your files. To ship us a CD, under "Process Type" on the order form, please select "Manually Processed", then "Media by Mail" and proceed to checkout, where you will be provided the shipping address. If you need assistance, please contact our customer service department.

What is the maximum file size that I can upload?

Maximum file size for uploads: 75MB (megabytes) per file. If your files cannot be compressed to 75MB, please contact us about the option of FTP uploads.

Can I upload a file that has multiple PDF pages?

We recommend that each file has at most two pages (for front and back). Uploading several PDF pages in a file causes confusion and problems when reordering.

How do I upload files for calendars and catalogs/booklets?

You may upload your calendar and catalog/booklet files by sending us a separate file for each page. Keep in mind that each page refers to one side of a sheet of paper. Commonly, we ask our customers to send us separate pages (files) when uploading because it is the easiest way. This way, once the separate pages are reviewed, we will place the spreads together ourselves.

For instance, if you were to upload a 12-page catalog, page 2 and 11 would need to be placed next to each other, as they will be printed side by side (page 2 on the right and 11 on the left). Most customers find it best to send us separate pages since it is less confusing.

In addition, to ensure that we set up the page order correctly, we recommend that you either upload a low-resolution PDF dummy or send us a hard copy proof with the page numbers clearly indicated on each page.

Can I upload new files when my order status is "Approved", or "In Print"?

Once your status changes to "Approved" or "In Print", you cannot send us new files. Orders are charged after the files have been approved, and will automatically go to print.

What is a reupload, and where do I reupload?

We send you a reupload link when we find a problem with your submitted files. We ask you to fix your files and reupload them so that we can process your proof. If you have not requested a proof, you must reupload your files so that we can ensure they are ready for print. The email we send contains a reupload link, which will automatically update your account with the new files.

Why am I being asked to reupload if you have printed this order for me before?

You may be asked to reupload files on files we're printed before if the previous files contained an issue or if the files are no longer stored on your account. Additionally, if we make updates to templates, new files with updated guidelines would need to be uploaded.

Can I reupload more than 5 files?

For brochures and calendars, you can reupload more than 5 files. For all other products, it is best if you place a new order. Since the files have numbers (and not file names), it causes confusion when they are reuploaded, and as a result, may cause issues with matching the files with the corresponding sets. For multi-page products such as catalogs/booklets and calendars, if you reupload files without page numbers, we usually ask you to send us a low-resolution PDF mock-up with page numbers in order to set up the pages correctly.

How do I submit a reorder?

First, you need to log into your account, click on "My Orders", then on the order number, and finally, click on "Reorder". Lastly, you will proceed to check out. Click here to reorder.

Note: You cannot reorder an item if the order has not yet been shipped.

What changes can I make to a reorder?

You can only change the quantity of a reorder. For all other changes, you will need to place a new order.

Why didn't I get a proof after I placed a reorder?

All reorders are printed with the original submitted files. We do not provide proofs for reorders because the proof was already provided with the original order.

Can I go back into my account to see a proof from a previous order?

After order fulfillment, your User Content and the proofs that GotPrint sent you may be removed/deleted at any time without notice. Proofs may remain available for a maximum of three months.

Can you provide a check-list for print-ready files?

We've created a checklist that you can refer to at any time to make sure your files are print-ready. We also recommend that you read the specific information in the "File Setup" tab of each product.

What is bleed?

Bleed is the portion of the product that will be trimmed off when it is cut to the final size. Since we print your product on an oversized sheet that gets trimmed down, we require that the images extend beyond the trim zone/line. That extra margin is what we refer to as the bleed, and is used to guarantee that you don't have white edges on your product when it is trimmed to size. On our templates, the bleed line is indicated in black. Visit Downloadable Templates and design your files on these templates to ensure you submit the correct bleed. Additionally, you can use our Preparing Files page and our Checklist to ensure your files are print-ready.

Will there be a problem if my file includes a less than the required bleed, but the image stops at the trimming line?

You must extend all images all the way to the bleed lines to avoid any uneven borders or white lines on your image when your product is trimmed.

What does a "low-resolution" image mean?

A low-resolution image contains a lower number of dots, pixels, or lines per inch. The print quality of a low-resolution image is less than that of a high-resolution image, as it lacks sharpness and fine detail. Thus, the higher the dots per inch/pixels per inch, the greater the resolution and the clearer the final print will be.

Note: Your original file needs to be created at a resolution of 350 dpi, with the exception of signage, which can be created at 150 dpi.

What is pixelation? Where can I get a better image?

Your original file needs to be created at a resolution of 350 dpi, with the exception of signage, which can be created at 150 dpi. Images taken from the Internet have a low resolution of 72 dpi and will be pixelated. If purchasing an image from a source, please make sure that you choose a high-resolution image of 350 dpi.

Why is the requirement 150 dpi resolution for signage, and 350 dpi for other products?

Because signage products are printed with our digital printers, they can be uploaded at 150 dpi and will still appear crisp and beautiful.

What is the difference between a .TIFF and .JPG file? And which is better for printing use?

TIFFs do retain a better quality over JPGs if saving over and over. JPGs are necessary when customers are creating very large banner files, some download templates are only available in JPG formats. When customers do upload JPGs and regardless, for any item, it is converted to the appropriate file format for printing.

In short, JPGs are a much smaller file MB size than TIFFs which allows users to upload to the site without having to request an FTP link. There's no right answer when it comes to which type to use for print files, as both will work, and whichever you choose should depend on the type of product you are printing.

What types of software or applications do you support?

We work with all of the common software and applications such as Adobe Creative Suite 3 (Acrobat, Illustrator, Photoshop).

What size of text is too small to print?

This depends on the type of font you are using on your file. Generally, we recommend no smaller than an 8 pt. text size for most fonts. If you're unsure, it's best to print a sample from your home printer to get an idea of how large or small the font is.

For Raised UV/Foil orders, because the proof needs to be manually processed, we'll check your file for font size and notify you if anything needs to be updated.

Why do you not recommend having borders?

Borders are not recommended due to possible shifting in the cutting process. Shifting may cause borders to appear uneven on the final product. Please visit our Preparing Files page for more information.

Are there any limitations to the content that you will print?

GotPrint reserves the right not to print adult content (art is accepted), copyrighted material, discriminatory material, FDA material, or money.

Does a 4/4 folder have pockets included? Are they considered the front or back?

Our folders include a right pocket. If you refer to our templates, you will see that all folders are processed flat, meaning that the pockets are printed as the outside (front), but folded inside (back) (4/0). The back or the inside of the folder is the area behind the pocket where the folder is assembled. It is imperative to use our templates for this product, so that you can see how the folder is assembled.

Is it OK to send folder files as 2 separate 9" x 12" files?

We will not be able to accept two separate 9" x 12" files. You must send us the flat size, not the folded size. It is important for you to download and use our templates so that you can be sure to send us the correct size of the folder, and for proper placement of graphics and text.

Where does the business card slit go on the folders?

We offer business card slits on the right pockets. We recommend that you download and design on our Downloadable Templates, which are pre-designed with the business card slits clearly indicated. You can download and use these templates in order to ensure text/graphics do not interfere with the business card slits.

Can I use some of my website art for my designs?

When preparing your artwork, DO NOT copy and paste images from any website, even if it is your own. These images have a low resolution and are not suitable for high quality printing. Additionally, if content from a website is not your own, you may experience printing issues due to copyrighted material.

What colors should I avoid when designing?

Although we do not guarantee 100% color matching, we recommend limited usage of blues and reds, simply because they are the hardest colors to match. We also recommend limited usage of dark and heavy colors on uncoated stock (or on 70 lb. Opaque Smooth White), because the paper may soak in the color and offset.

How can I color match my files with what is printed?

We do not guarantee a 100% color match, but we do guarantee a 85% color match to industry standards, due to the type of printing we offer. Thus, there may be up to a 15% color shift on your final printed product.

Will you match and print PANTONE® colors?

We do not print from PANTONE® colors; you are responsible for providing us the correct CMYK color codes.

How do I determine how many pages are in my calendars and brochures?

Each 4/0 file for our calendars and catalogs/booklets counts as 1 page, so if the order is for an 8-page 8.5" x 11" catalog, we would then need to have 8 separate 8.5" x 11" files.

Should I submit files with guidelines?

Your uploaded files should not have the template guidelines included, as it will likely print on your design.

What is a proof?

When you upload your files to our website, you will have the option to print as is or request a proof of your designs for an additional fee. This proof is basically a preview or a picture of what your designs look like. There are three types of proofs available; the Instant Online Proof, the Manually Processed, PDF Proof, and the Manually Processed, Hard Copy, High Res. Proof (not all products have all three proof types available).

For the Instant Online Proof, you will have to check your files to ensure that they are print-ready. You will receive an instant preview of what your designs look like, and if you approve of the preview, your files will be sent directly to print (we will not check your files).

For the Manually Processed Proofs (both PDF and Hard Copy), you will upload your files and we will check your files to ensure that they are print-ready. If we find any problems with your files, we will notify you so that you can reupload your files; if we do not find any problems with your files, we will send you a proof (preview) of your designs for you to approve. The PDF proof will be emailed to you, and the Hard Copy proof will be mailed to you. Please note that you will have to sign and mail the hard copy proof back to us.

How will I receive my proof?

For the Instant Online Proof, you will receive an instant online proof right when you upload. For the Manually Processed, PDF Proof, once your files have been reviewed and processed, you will receive an email with a link to your proof, which will also be assessible via your My Account.

We also offer Manually Processed, Hard Copy, High Res. Proofs for calendars, catalogs, booklets, and folders. Your files will be checked and a hard copy proof will be mailed to you.

How long until I receive a first proof?

For Manually Processed Proofs, please allow up to 24 hours (1 business day) for all products. Please allow 24-72 hours for hard copy proofs for multi-page products such as catalogs/booklets, calendars, and folders.

What does "Waiting for Approval" mean?

This means that we have provided you (via e-mail) a low-resolution proof to approve so your order will go to print, and are awaiting your approval. You can access these proofs by logging in to your account, clicking on "Approve Orders", then clicking on the order number that you would like to approve. Next, click on "View/Approve Proofs", and finally, either approve or disapprove the proof.

Can I make any changes to my files before the status shows "In Print"?

If you have selected a Manually Processed Proof and we find any problems with your files but have not sent you a manual proof yet, we will ask you to fix your files and reupload.

If we have already sent you a proof and you wish to make changes to your order, do not approve the proof. Instead, you will need to submit a new file with the changes. However, there will be a fee for processing the new files and creating a new proof.

You cannot make any changes to files of orders that have an Instantly Processes Proof type selected, as files are automatically approved.

Why does my new proof look the same as my previous proof?

Your browser is probably storing images in its cache for faster loading. If you refresh your browser, it should direct the browser to update all images. If you still do not see the updated proof, you should try viewing the proof in a different browser or on a different computer. Please also double-check to make sure you did not send us the same file as your previous proof. In both cases, proofs are best viewed from their native software, i.e., PDF in Acrobat, TIFF in Photoshop.

Do you test for color matching when a manually processed proof is requested?

GotPrint is not liable for color matching or ink density on screen proofs approved by you. Screen proofs will predict design layout, text accuracy, image proportion, and placement, but not color or density.

What steps should I take before approving my files and/or my proof?

In order to ensure that your prints will turn out the way you have intended, please answer the following questions:
1. Did you upload the correct artwork/file(s) for each item of your order?
2. Have you double-checked spelling, numbers, and overall content information for accuracy?
3. Did you select the proper orientation on the order form to match the orientation (horizontal or vertical) of your files?
4. Have you confirmed the legibility of the text size selected? (We recommend nothing smaller than 8 pt.)
5. Is your artwork properly centered and aligned?
6. Will the right side of your "Front" file align with the left side of your "Back" file when printed?
7. Are all the images clear and do the files meet the DPI requirements of the product you?re printing?
8. Are your files flattened and fonts outlined? If your fonts are not outlined, a different font may be substituted in your document.

If you answered yes to all of the above, your print files should be ready to go! Please also double-check your files for any overprint issues.

What is overprinting?

Have you ever opened a PDF file, and the colors are inaccurate or missing? Overprinting happens when a file is designed utilizing two or more colors to create a third color instead of knocking out the bottom layers.

How do I avoid overprinting?

Check your settings to make sure that overprint preview is turned on in your Adobe Acrobat Reader and/or Adobe Acrobat Pro. If the file has any spot colors and/or transparency blending effects, it is very important that overprint preview is turned on to accurately view any mixing of transparencies with spot colors. We highly recommend that your Adobe Acrobat settings always default to overprint preview on. By turning overprint preview on, you are automatically changing the settings to high-resolution display as well.

NOTE: Our Instant Online Proof, cannot and will not show any of the issues mentioned above. For Manually Processed PDF proofs, please make sure to download the proof to your desktop and turn on "OVERPRINT" preview in Adobe Acrobat Reader and/or Adobe Acrobat Pro, before approving any PDF files for PRINT.

What do the blue, pink, and black lines mean on my proof?

The three lines that are visible on every proof are to help you understand exactly how your files are going to be printed and cut.

Blue: Safety line - Keep text and images within this line. Anything outside this area might get trimmed off.
Pink: Trim line - Product will be trimmed along this area to its final size. Borders are not recommended due to cutting shifts.
Black: Bleed line - Make sure your background and any elements meant to go on the edge extend all the way to the bleed line.

My design has borders. Will my files be printed evenly?

Borders are not recommended due to cutting shifts. If your product is not trimmed exactly on the trimming line, borders may appear uneven. Especially for small products such as business cards, even half a millimeter of cutting shift may cause the borders to look uneven.

I selected rounded corners for my prints, why am I unable to see them on the proof?

If you have chosen rounded corners, the corners will be rounded once printed. Unfortunately, we cannot show the rounded corners on the proof at this time.

Where can I find pricing for products?

Pricing for all products, quantities and paper stocks are available directly on our website. Visit each products order page and select the different print options until you see pricing for your order based on those specifications.

What are the additional fees for uploading new files?

The first proof for each order is free (included in the printing price). Replacing any files after the first proof has been sent will result in additional charges of up to $30 for each file replacement, as files would have to be reprocessed. The reprocessing fee will vary depending on the type and complexity of the product.

Why have the prices changed?

Prices are subject to change at any time. We are constantly updating prices to reflect competitive industry changes such as inflation, labor and material shortages, etc but are committed to giving our customers the best pricing possible.

What are the methods of payment?

We accept Visa, Mastercard, Discover, American Express, and checks. Please note that we do not accept checks from first time customers.

When does my credit card get charged?

We will charge your credit card once the order has been approved. The status will proceed from "Unpaid" to "Paid".

Why does my billing status state "Unpaid"?

Your billing status states "Unpaid" because we do not charge your card until the order has been approved.

Why do we have to provide an Authorization Form?

If you do not have an order history with us, and the order placed is above $600, we require a credit card authorization form to be filled out, emailed, and/or faxed to us, along with a legible copy of the credit card and a driver license (or valid photo ID). This policy is for security reasons, and to prevent any fraudulent activities. Refer to our Terms of Sale for more information.

Why am I being asked for a copy of my credit card?

As stated in our Terms of Sale, we request a copy of your credit card for security reasons. This is to ensure the cardholder is the person who is getting charged, and to prevent fraudulent activities and ensure safety for both parties involved.

Why did my credit card decline?

There are a few possible reasons why your credit card might have been declined, such as typing errors, non-sufficient funds, and incorrect expiration dates. You will receive an email promptly after this problem occurs. Please contact our billing department for more assistance. For further assistance, we recommend that you contact your credit card provider.

How can I get a receipt for my purchase?

Receipts can be found online in your account, under "My Orders". Simply select the order you would like a receipt for, scroll down to the bottom of the page and click on "Print Invoice". For all other transaction requests, please contact us.

How long until I receive a refund?

If your order qualifies for a refund, they are issued within 2-3 business days depending on the banking institution.

Why is there an additional fee for reuploading, when I didn't approve the proof?

Each time you don't approve your proof, an additional charge will be applied to your account. We charge this fee because we would have to reprocess the design and recreate the proof. The first proof is free, however additional proofs will be charged thereafter. Notice of additional fees is written in red when the reupload link is emailed to your account during the reupload process.

Do you offer refunds?

Solely for first-time retail customers or first-time issues for orders on GotPrint.com or the GotPrint mobile application with a subtotal up to $100, we offer 100% satisfaction guaranteed. If you qualify as a first-time retail customer or first-time issue for order and are not entirely satisfied with the finished printed product, you must notify GotPrint within six (6) business days following the date of pick-up or delivery of the ordered product and you can send it back to us for a one-time only full refund of the printing cost only. You are responsible for any and all shipping expenses in connection with such return.

Unless you qualify for the above refund, ALL SALES ARE FINAL. GotPrint provides no refunds or credit for any orders (including, but not limited to, product orders, Design Services orders, and Logo Services orders) unless GotPrint cancels such order in its sole discretion.

How is my shipping carrier determined?

Shipping carrier is based on the zip code, type of product, and weight of product. The shipping carrier will be provided once tracking information is available. It is important that you provide a valid shipping address for shipping to be calculated correctly.

Will I have to pay any import taxes?

Orders that are shipped to countries outside of the U.S. may be subject to certain customs duties, fees and taxes levied by the destination country ("Import Fees"). You may be subject to such Import Fees, which are levied once a shipment reaches your country. You are fully responsible for payment of all Import Fees and for payment of all additional charges for customs clearance. Customs policies vary widely from country-to-country. GotPrint does not have control over these fees, nor can we predict the exact cost of these fees. We are not responsible for informing you of the specific fees that will apply; it is your responsibility as the importer and the customer to check what your country's requirements are for all customs fees before placing your order. You are responsible for contacting your local customs office for further information. Further, please note that additional charges may apply to high-quantity products depending on your access to a shipping dock and forklift, otherwise. Please note that for all Canadian orders, we include in our shipping and handling charges the "Custom Clearance Fees" that apply to all shipments to Canada.

Is there a shipping discount for multi-item orders?

A shipping discount may be applied to orders with multiple items of the same product when the same exact product options are selected (size, quantity, color options, etc). The discount will be applied automatically at checkout. Please note, due to weight restrictions, not all products or sizes qualify for this discount. It cannot be combined with a coupon or other offers.

What is shipping time?

Shipping time is separate from the production time and begins after production has been completed. Shipping time is the length of time it takes for the shipping carrier to deliver your package once it has been printed. Shipping time varies depending on the destination from which your package will be shipped and delivered to, and the shipping method you have chosen.

When will my order be shipped?

We will ship your order after payment has been finalized and printing (production) is complete. You will receive an email notification as soon as your order ships. The email will include the tracking numbers so that you can track your packages with the shipping carrier.

Where do I find shipping costs on the website?

Shipping costs are determined based on delivery location and weight of each product. To view the shipping costs of each product, first select your product and the desired specs on the order form, then use the "Estimated Shipping" section by adding your Country and shipping Zip Code. If you order multiple items, our system will not give you the total shipping cost until the checkout page. Please visit the checkout page for the most accurate pricing for your entire order.

Can I combine shipping of two or more orders?

We do not combine nor ship numerous orders together. All orders are shipped out individually as soon as they are ready. We cannot store multiple orders in order to combine them and ship them together because we do not have the space needed. In addition, combining orders may cause problems with packages getting lost.

Can I request to use my own shipping account?

We currently don't accept personal shipping accounts.

How can I change my delivery address after I place my order?

If you need to change your delivery address, please contact customer service via. email info@gotprint.com. We will check to see where your order is in the production process to indicate whether or not we can change it at that time. Provide your order number on the subject line and state the new delivery address in the body of the email. Make sure your order has not been shipped prior to sending the email. There may be additional shipping fees depending on the location of your new address. We cannot guarantee an update, so we recommend you double check your address before placing an order.

What is a reroute?

A reroute is when a package has been shipped and you wish to change the delivery address before the order has been delivered.

How can I reroute a package delivery?

Send an email to info@gotprint.com before the order is delivered. Include the correct delivery address in the body of the email. Additional charges may apply.

What does it mean when my tracking number says billing info received?

This means that the order has been shipped from our location, and that the shipping carrier may have missed a scan on the package. 90% of the time the package gets delivered on the scheduled date. If the order is not delivered on the scheduled delivery date, send us an email at info@gotprint.com so that we can start a trace.

Why doesn't the shipping carrier have my tracking number's information?

You are not able to track your package because the shipping carrier could not locate the shipment details for your request. Please verify your information and try to track your package again in a few hours, as it does take some time for the system to get updated, and the tracking might have been created that very day.

Why is there a message that the carrier cannot locate the shipment?

If you click on your tracking number, and it states that your carrier cannot locate the shipment, it means that your shipment is shipping out from our facility today. The tracking information will be updated later in the day.

What happens when I supply you with the incorrect shipping address?

When a package is not delivered due to an incorrect shipping address supplied by the customer, GotPrint will reship the package to the correct address and charge an additional shipping fee for the shipment.

Can I buy boxes from you?

We do not sell boxes of any kind at the moment.

Where do you ship to?

To see which countries we ship to, please use our Estimated Shipping tool on the order form of each product. The eligibility of countries is subject to change based on circumstances beyond our control.

Why did I not receive a picture of my files upon uploading?

If you have selected Manual Proof, you will not receive a proof instantly. As soon as we process and review your files, you will receive a proof where you can view your files (if you have requested a proof). If you are unable to immediately view your proof for the Instant Online Proof, please notify us so that we can fix the problem.

The paper I ordered looks different. Has it changed?

Although we maintain the same quality and thickness of our paper stocks, certain stocks may appear slightly different due to multiple factors out of our control, such as different manufacturers, material shortages, and more. Make sure you are up to date and order a new sample kit every 3-4 months to stay current with our products and paper stocks.

Why does the color of the printed product not match my submitted files?

We do not guarantee a 100% color match, but we do guarantee 85% color match to industry standards due to the type of printing we offer. We recommend you convert the colors in your file to CMYK mode to see a more accurate color depiction. We are not responsible for the colors used when creating your own design. If you think your order was misprinted, please log into your account to create an order issue.

Why did you cancel my order?

We allow our customers 3 attempts to submit the order correctly, otherwise the order will be canceled. Files that have a low resolution and incorrect file format will be canceled after the 2^nd unsuccessful attempt. We cancel the order so there is no confusion with printing the wrong files. We then ask you to place a new order.

Why am I getting an email saying that my files are corrupted when they seem to be fine on my end?

This could be a result of your Internet connection, or a glitch during the upload process. Please try uploading your files again or use a different browser.

Why can't GotPrint correct my files so that they will be print-ready?

We will not make corrections or changes to your file(s) for any reason. As indicated on our site, we print from your "print-ready" files. Since we are a printing company, we cannot help you with designing your files, unless your order is a Design Services order. Any changes to regular, non-Design Service orders can create changes that you may not want on your files, and we want to ensure that the quality of the final product meets your expectations.

How do I report a problem with my order?

If you should receive a product that you are not satisfied with and would like to file a complaint, you can create an order issue by following these directions:
1. Log in to your account.
2. Go to "My Orders".
3. Click on the order number.
4. Click on "Create a New Issue".
5. Select the issue type
6. Once you see the message box, type in the issue(s) with your product and upload the necessary photos to better describe the issue. After you have explained the issue(s), click on "Submit".

This creates an immediate order issue within the department that oversees problems with orders. They will contact you within 1-2 business days of receipt of your message. Please allow them this given time to review the files, pull the batch and check to see what happened with your order. They will then contact you via email and work with you to resolve the matter as quickly as possible.

How long does it take to get a response on an order issue?

It takes approximately 1-2 business days for our department to review, analyze and resolve the problem with your order.

How can I get reimbursed for a misprint?

After reviewing the misprinted order, if we find an error that we made on your order, we will either reprint your product at no charge to you, or issue a store credit to your account as reimbursement for your order.

How long does a reprint usually take?

We do our best to prioritize reprints over standard orders, however, reprint time is usually the same as standard production time.

Why did I receive an "Order Issue" email when there is no problem with my order?

While there may not be a problem with your order, we do this when a response is required from you to get your order into print. We have found that if we do not address issues in this manner, customers tend to ignore the email communications, therefore delaying their order from going to print.

What do I need to do when my package is damaged/lost?

If your package is lost, you will need to submit an order issue via your My Account dashboard.

If your package is damaged, you must notify GotPrint of the damage within 6 business days of receiving the order. You will need to submit an order issue via your My Account dashboard.

Please allow us 1-2 business days to start the process. Once we start the process, allow 1-8 business days for us to receive information from the shipping carrier. We will notify you as soon as we hear from the shipping carrier.

Keep in mind that lost or damaged claims can only be filed for shipments over $50 in value. GotPrint is not responsible for third-party shipping errors, omissions or damaged shipments.

What am I supposed to do with the damaged package?

You will need to hold onto the damaged package for up to 5 business days, or until we hear back from the shipping carrier. Please note that you can use anything that is still in good condition within that package, but make sure to hold onto the damaged portion and the box.

How long does a trace usually take?

Traces usually take anywhere between 1-8 business days from the date the trace was opened. If somehow you can locate or find the package, please notify us immediately so that we can proceed with any necessary procedures.

When do I get a reprint for lost or damaged orders?

We will start reprinting your order once we receive the claim or when we receive information regarding the trace.

If you are on a strict timeline, please let us know at the time you are creating the claim.

Why do some of the products I've received show press marks?

In each order, we provide extra prints which vary in quantity. If there are some press marks on 10-50 prints, it's highly likely that they are usually extra prints.

Why does the finished product appear off center?

When designing artwork, please keep in mind that shifting can occur during the cutting process. Visit our Preparing Files page for more information. We do not recommend having borders due to a possible cutting shift when your products are trimmed.

Why is the billing status still "Unpaid"?

Even if you enter your credit card information and submit your order, your status will not state "Paid", because orders are charged after your file has been approved and the status has been changed to "Approved". Once your order status shows "Approved", your billing status will change to "Paid".

How will I know if you received my files after a second upload?

Once you re-upload your files, we are automatically notified. We will re-review them and proceed as needed. If we do not respond to your reupload within 24 hours, please notify us.

What if I am not satisfied with my order?

GotPrint is committed to customer satisfaction. However, we are not responsible for typing, color, image, or design errors made by customers. We offer a 100% satisfaction guarantee for first-time customers. If you think we have made an error, please submit an order issue via your My Account dashboard.

Can I cancel my order?

As noted previously, all sales on our website are final.

If you do notice an issue in your files, before your order is approved and paid, you should see a Cancel option in your My Account. If this option does not appear, it is likely the order is already in print and therefore cannot be canceled.

If an issue occurs, or you no longer need the item, please contact customer service for assistance.

What is the cancellation/refund policy for first-time customers?

We offer a Money Back Satisfaction Guarantee to our first-time customers. If you are not entirely satisfied with the finished printed product, you can send it back to us for a full refund of the printing cost only. This only applies to orders in which the subtotal does not exceed $100. If your subtotal exceeds this amount, it is considered to be a large order. It is recommended that you first place a small order for this guarantee to be valid; this way you will know exactly what quality to expect.

Is there a limit to how many items/sets can be added to my cart for just one order?

There is a 25 set or item limit per order. You will not be able to add more than 25 items to your cart, so please create a new order for any remaining items.

Will you print on a paper I provide?

We only print on the paper stocks we offer for each particular product (found on our website).

What stocks do you offer?

Please see all of our Paper Stocks & Materials here. You may also reference each order form to see exactly what paper stock is offered with each product.

What are the differences in your stocks?

We offer many different types of paper. We always recommend requesting free samples prior to ordering products, so that you can see the quality of the paper. Request a free sample kit. In addition, there are stocks you cannot write or print on, such as stocks with High Gloss UV Coating. For more information on our paper stocks, please visit the "Paper" tab on the order page for each product, or visit our Paper page.

Which paper stocks can I write on?

We do not recommend writing on any paper stock that has High Gloss UV Coating on the surface. Some of the best options for a writable surface are our 14 pt. Uncoated and 70 lb. Opaque Smooth White stocks. Generally, you may write on stocks that have a Matte Finish or Aqueous Coating applied to the surface, though we do not guarantee it. We recommend that you request a free sample and test writing on these stocks before you place an order. You may also visit our Paper page for more information on paper.

Where can I get technical support?

For a list of technical issues and solutions, please visit our technical support page.

What's the difference between digital and offset printing?

Offset printing is the process by which an inked image is transferred from a plate to a rubber blanket, and finally to the surface of the paper. Digital printing is the reproduction of a digital image on a physical surface. It is a direct process, much like printing a file to your desktop printer, where the files are sent directly to the printer. Offset printing produces higher-quality prints because the plate transfers the text and graphics to a rubber blanket, which is then directly transferred to the paper. The result is clean and crisp text and images.

Offset printing produces higher-quality products at lower costs than digital printing. Even though offset requires larger quantities, it is the most affordable method to produce quality prints for commercial printing. On the contrary, digital printing is a speedier process for low-quantity orders, making it ideal for those looking to receive small jobs quickly. In addition, digital printing offers more customization options, such as variable data printing. In the end, both offset and digital printing can produce great results, depending on your needs and deadline!

When placing an order, we recommend keeping all quantities the same, as different quantities will force the orders to print on different presses, potentially causing unmatched colors.

Are there any special offers or coupon codes?

Aside from our coupons page, we notify our customers of exclusive discount codes via email or social media. Be sure to log in to your account and select the option "Receive Promotions" to ensure you receive our promotional emails. All prices and discounts are subject to change without notice.

Can you send the files back to me if my hard drive crashes?

Files are encrypted and saved once they are submitted. We can only use them for printing purposes and will not be able to send our customers their files.

Can I place an order through the phone?

We typically do not take orders via phone, as orders must be placed online. However, if you are in need of assistance, please call in and let us know. Our friendly customer service team is here to help and maximize accessibility.

For more information about our efforts, please read our Accessibility page.

Why don't you call and notify me when there's an issue?

Since we're a web-based company, all of our communication is conducted online via email. This method of communication is easier to keep track of, for both parties.

What is the Production Time?

Production time is the time it takes to print, cut and prepare your order before shipping out. The specific time for your product can be found on our website on the Production Time page and on the order form of each product.

When does my production time begin?

Your production time begins once your order is approved, paid, & processed. If processed by 9 am PT (12 pm ET) production begins that day. If processed after 9 am PT (12 pm ET) production begins the next day. Any issues with files or payment may delay your order timeline.

For example, if an order is approved by 9 AM PST on Tuesday, and the Production Time for the product is three days, printing will be completed on Thursday. If the order is approved AFTER 9 AM PST on Tuesday, printing will be completed on Friday.

For more information, please visit our Production Time page.

Will GotPrint make any changes to my account information?

GotPrint will not make any changes or corrections to any of your account information. You must make your own corrections. If you wish to change any information on your account such as your email address, phone number, password, etc., you must do so yourself by logging in to your account. This prevents unauthorized persons from making any changes to your account.

What kind of presses do you use?

We have a long list of presses, including HEIDELBERG OFFSET® sheet-fed presses. A full list of equipment we use can be found on our website on the About Us page under "Our Equipment". You will find images of our offset presses, as well as our digital presses, along with the names of the equipment.

Can I request spot color printing?

We do not support spot color printing. We print using a 4 color process only (all of our products are printed with CMYK, also known as cyan, magenta, yellow, and black inks).

What if I don't have a designing program?

If you do not have a design program, you can use ours! With Online Designer, you have numerous design elements to help create your design from scratch, if you'd like. Or, simply choose a pre-designed template and upload your logo, text and images to complete the design.

Do you have backgrounds and clip art that I can use for my designs?

We have various categories of backgrounds and elements that you can freely use within our designing tool.

Which products can have Round Corners?

A number of our products come with the option of round corners, including but not limited to Business Cards, Bookmarks, Club Flyers, Collectors Cards, Hang Tags, Folded Hang Tags, and Postcards. All rigid signs also have a rounded corner option for select shapes and sizes. Please refer to each specific order form to see if round corners are applicable.

Which products have Recycled stock available?

For a full list of Recycled products and paper stocks, please refer to our recycled products page. We take pride in the fact that our recycled stocks are FSC Certified & maintain the premium quality standards we have set for our paper stock selection.

Are any of the products assembled and sent?

The products that are folded, assembled and sent are Brochures, CD Packages, Folders, Envelopes and Mini Menus. Folded Business Cards, DVD Packages, Greeting Cards, Folded Hang Tags, and Table Tents are scored and sent flat to the customer.

What is saddle stitch binding? What is perfect binding?

Saddle Stitch Binding: Loose printed pages are folded and secured with staples down the middle of the fold. Saddle stitch binding is available for calendars and catalogs/booklets with up to 96 pages (including cover). Perfect Binding: The pages are bound to the cover and held together by a thin strap of flexible adhesive, forming a squared edge. Available on catalogs/booklets with 48 pages or more.

What are the methods of ordering on your website?

If you already have your print-ready files, you may upload your files or send a CD in the mail, and choose to receive a proof. If you have not yet designed your files, you may design using our free available designer tools, and get an instant online proof. We also offer Design Services for those looking to have their designs created by a graphic design specialist. Please read additional information on our Ways to Order page.

Why am I not receiving any emails from your site regarding my order?

Please make sure that you check your spam folders. We have noted issues where a spam filter has incorrectly flagged an email from our system as spam. Please add gotprint.com and gotprint.net to your white lists. Additionally, head to your My Account Dashboard to double-check the email settings you have selected to opt into.

My saved designs had backgrounds that are no longer there. Why?

We have updated/removed several backgrounds from our Online Designer due to technical reasons. We apologize for the inconvenience, please select a new background instead.