There are a series of recurring questions our GotPrint customer representatives often get from customers. We know you may have many questions of your own (especially if you’re a new customer), so we thought we’d tackle some of those common questions in a blog post.
1. Where is my order?
To view the status of your order, log in and click on “My Orders” on the left-side menu, where you can view the status of all of your orders.
2. When will my order be delivered to me?
To determine when your order will be delivered, please firstly keep in mind that it partially depends on how print-ready your files are. If you submit files that are not ready for print, we will have to ask you to reupload new files, which may cause a delay in your order delivery.
However, most print-ready files are submitted and proofed and charged after 1-2 business days.
Next, locate the print turnaround time from our turnaround time page for your order.
For example, a business card printed on our 14 pt. Uncoated stock has a turnaround of 2-5 business days after your order has been charged. Then, locate the shipping method on the bottom of that page, and add the shipping time to your order.
If this is your first order, we highly recommend that you call our customer service line and we’ll determine the date for you!
3. But I can’t wait that long! Can you rush it for me?
Certainly! So long as the order has not been charged yet. Simply request the rush by emailing email@example.com.
4. I’m not happy with the quality of my cards! What do I do?
If you are not satisfied with your product and would like to file a complaint, you can create an order issue by following these directions:
1. Log in to your account and click on “My Orders”.
2. Click on the order number.
4. Click on “Create a New Issue”.
5. Type in the issue(s) with your product and click “Submit”.
Once we receive the message, we will investigate into the matter and contact you via email within 1-2 business days.
5. Can I cancel or change my order?
If the order has been approved and charged, but not yet sent to print, we can cancel the order. However, a cancellation fee will be charged. For orders up to $200, the cancellation fee is $15. For orders up to $300, the cancellation fee is $30. For orders $300 and up, the cancellation fee is 10% of the order.
If the order has already been set up or sent for print, we can only refund the shipping charges and recycle the order.
If you would like to make a change on the order, we can do so prior to the order being approved and paid. Please submit changes to firstname.lastname@example.org.
6. Why doesn’t the color match my files?!
With gang-run offset printing, orders are grouped and printed together in one run. Since each order requires a different concentration of ink, we cannot guarantee that colors for any one order will be matched 100%, though we do guarantee an 85% color match.
Also, please keep in mind that the color you view on your computer monitor is in RGB color mode, and the prints are printed in CMYK color mode. RGB colors will appear brighter than CMYK colors.
However, if you think it’s a result of a printing issue, log into your account and create a problem ticket or send an email to email@example.com, and include your order number and the problem on the subject line. Please allow us 1-2 business days to investigate into the matter and respond.
7. What is this thing called bleed?
Though it may sound a bit scary, don’t be alarmed: bleed is simply the edge of the product that will be trimmed when the product 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 to ensure your design extends to the edge of the product after cutting.
8. I made a mistake! Can you change the phone number on my design?
Unfortunately, we cannot adjust or tamper with customers’ files. Instead, we can send you a reupload link for you to upload your revised files.
9. When I click on the tracking number, there’s no information on my order. Why?
Don’t panic: your order hasn’t been lost! Please try to track your package again in a few hours, as it does take some time for the system to get updated, especially if the tracking was created that very day.