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Frequently Asked Questions
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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.
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We accept the following file formats: .TIF, .TIFF, .EPS, .AI, .PSD, .BMP, .GIF, .JPG, .PNG, .PDF.
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Be sure that all files have been converted to CMYK color mode.
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All images need to be uploaded at a resolution of 350 dpi (signage should be 150 dpi).
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Please provide the correct bleed. For the bleed for your product, refer to the bleed section.
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Outline all fonts when working in Illustrator, embed fonts in other programs, and flatten all layers when working in Photoshop.
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Include all files needed to process the job: page layout files, imported images, fonts and other support files.
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Please compress your file(s) (2MB or larger) before uploading your files. If you do not have a file compression program, you can download one by clicking on this link.
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. You may also visit our Proofs page for information.
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Finland
France (Continental)
Germany
Greece
Guernsey
Hong Kong
Iceland
India
Ireland
Israel
Italy
Japan
Jersey
Korea South
Liechtenstein
Luxembourg
Malaysia
Mexico
Monaco
Netherlands
New Zealand
Norway
Panama
Portugal
Puerto Rico
Russia
Saudi Arabia
Singapore
South Africa
Spain
Sweden
Switzerland
Taiwan
Thailand
United Arab Emirates
United Kingdom
Virgin Islands UK
Virgin Islands US
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. Once you see the message box, type in the issue(s) with your product. 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 24-48 hours 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.
If your package is damaged, you must notify GotPrint of the damage within 6 business days of receiving the order. You will need to send us an email to info@gotprint.com, with your order number and problem on the subject line. Please allow us 24 hours to relay this information to the shipping carrier. In order to receive the replacement, you must wait 1-5 business days for us to receive the claim paperwork 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.
Once the order has already gone to print, we will only refund you the shipping. We cannot refund you when your order has been sent to print, because production has already begun.
If a job is canceled prior to it going to print, any labor hours (proofs, graphic design, etc.) and/or administrative fees (credit card fees, etc.) will be subtracted from your refund. Once the order has been placed successfully, refunds will not be issued for Logo or Design services.
For orders over $50: a cancellation fee of 10% of the total order will be charged. (a minimum of $15 and a maximum of $500*). *No cap on CC payments over $5000.
Please review the cancellation policy in our Terms and Conditions. Click here to email us.
Keep in mind that all charges related to expedited printing (rush) or shipping are not refundable, including for those orders that are returned for any reason. You must return 100% of the product within 15 days (at your own expense) from the time when the delivery was received.
There is a NO REFUND policy for Logo and Graphic Design Service orders that have been placed.
We offer the following stocks:
38 pt. Trifecta Black with Velvet Finish
38 pt. Trifecta Red with Velvet Finish
35 pt. Trifecta Pearl with Kanvas Texture
24 pt. Trifecta Green with Velvet Finish
16 pt. Premium Matte Cover
14 pt. Gloss Cover
14 pt. Uncoated Cover
100 lb. Recycled Matte Cover
100 lb. Gloss Cover
100 lb. Gloss Book
80 lb. Gloss Book
80 lb. Recycled Matte Text
70 lb. Opaque Smooth White
60 lb. Gloss Label with UV Coating
9 mil Photobase Glossy
9 mil Photobase Matte
8 mil White Static Cling Vinyl
4 mil White Calendered Vinyl
4 mm Corrugated Plastic
6 mm Corrugated Plastic
13 oz. Premium Scrim Glossy Vinyl
13 oz. Premium Scrim Matte Vinyl
Clear BOPP
White BOPP
White Textured (Matte)
White Vinyl (Glossy)
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!
Phone
Telephone: 1 (818) 252-3000
Call Center Hours
Sat: 8:00am - 4:00pm PT
(Excluding Holidays)
Fax
Fax for NCOA Forms Only: 1 (818) 252-3017
Speak to our friendly support team.
Hours are the same as our Call Center.
Our 3 printing facilities (California, Texas, and Kentucky) utilize the most modern and innovative equipment to produce the highest-quality products at cost-effective prices.
Burbank Airport Center:
7651 N. San Fernando Rd.
Burbank, CA 91505
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