Services & Product Information
Customer Service
General FAQs
Your complete satisfaction with our product and service is important to us. With this in mind, we have compiled a list of frequently asked questions from customers just like you!
Can I request a catalog?
We do not produce mail-order catalogs; however, samples may be ordered (see "Samples" below).
Do you provide alternate languages?
We are able to print in languages other than English provided the alternate language uses letters from the English alphabet. A selection of Spanish verses is also available for your use on a number of items including wedding stationery, Quinceañera invitations, and greeting cards.
We reserve the right to refuse printing of any copy, particularly that which may be considered harassing, profane, or abusive in nature.
Can I upload photos and/or artwork?
Many of our products showcase a customer photo or allow for including a logo or other artwork. Uploading these files is easy; we’ll guide you through the ordering process every step of the way. Begin by selecting an item that features a photo or other artwork and then click on "Personalize." There you will be prompted to register or sign in to upload your photo/artwork. Be sure you click on the "Help with image sizes and resolutions" link for file uploading guidelines and requirements.
Can I upload a QR Code to print?
Yes. We suggest QR codes be digital print only or in a flat thermography ink to ensure they work properly. If wanted on a thermography item, this will have to be requested as flat ink and will incur additional fees. Please contact customer service for details.
Disclaimer: We cannot guarantee QR codes will work properly in any other print process and will not cover the cost of a reprint. QR codes can be printed on digital napkins, but we do not guarantee the readability. QR codes cannot be printed in raised thermography, foil, or letterpress.
What is your Return Policy?
Due to the nature of custom print, returns are not allowed. If there is a problem with your order, please contact us as soon as possible to discuss your concern.
Do you offer an online proof system?
Yes, we provide a live preview as you personalize the item.
Do you offer samples?
If you’d like to see and feel the quality of any of our printed papers, blank samples are an inexpensive way to do just that. To order a sample, click on the item image and then click on the "Order a Sample" link beside the image. The sample order will be placed in your shopping cart for further processing when you’re ready to "check out". Please note that most, but not all, items offer the sample option.
What security measures do you provide in the payment process?
Your security is very important to us. We pride ourselves on having a secure HTTPS site. Your credit card number will be encrypted for safe transmission. We do not store your credit card number after your order has been completed. You will need to re-enter your credit card every time you make a purchase. Your privacy is respected.
Will I be automatically logged out of my session if inactive for a certain period of time?
Yes, there is a Timeout Session feature after one hour of inactivity for security purposes. An alert will appear at 45 minutes that says "Session Timeout: Your session is about to expire." You may hit the "Reset" button to continue interacting with the website.
Will I lose my personalization if I forget to save before logging out?
No, your personalization will be automatically saved when you click the logout button.
What type of printing methods do you offer?
We offer a variety of printing method options. Thermography, Digital, Letterpress, Engraving, Enhanced Raised Foil, and Foil-Stamping are some of our favorite printing processes. Most of our personalized paper products are printed using thermography, a process that creates a beautiful, raised effect on the ink. Most envelope flaps are flat printed. Foil stamping and etching is an option for many accessory items.
Engraving
Engraving is a printing technique done by cutting an impression into the surface of a metal die. The die is then inked and wiped clean, leaving ink in the cavities of the impression. The paper/print material is then placed on the die and pressed into the cavities creating a raised, inked design.
Enhanced Raised Foil
An innovative printing process that adds a dramatic layer of metallic foil - resulting in a shiny, raised effect that pops off the paper and gleams in the light. Real foil adheres to the top of raised designs and lettering, adding dimension and shine to these products.
Foil Stamping
The process includes a heated die stamped onto foil, which adheres to the surface of the paper and leaves the design of the die behind. You can create custom foil designs or choose from our collection of stock foil designs.
Letterpress
Letterpress printing begins as a digital design, which is sent to film as a negative and then exposed to a plate. The plate is then pressed to individual sheets of paper. A heavily impressed image on thick paper leaves the design and wording crisp and sharp.
Thermography
Thermography is a printing technique done by adding resin powder to wet ink on a print surface and then heating it to create a raised effect.
White Ink
We use White Toner Printing technology, which is state-of-the-art equipment designed to use white toner instead of run-of-the-mill white ink to get that bright and fully saturated white ink look. The white toner is printed flat on the paper resulting in crisp, defined edges and details.
What specialty print finishes do you offer?
Embossing
Embossing is a printing technique done by pressing an image into a print surface to create a raised design. Ink or foil is then applied to the raised design to add drama and dimension.
Blind Embossing
Blind embossing is a printing technique done by pressing an image into a print surface to create a raised design. It is called "blind" embossing, because the design is created without ink or foil.
Debossing
Debossing is a printing technique done by pressing an image into a print surface to create an indented design. The design is created without ink or foil.
Deckle Edge
A deckle edge is the natural, untrimmed edge of a paper usually slightly uneven and sometimes slightly thinner than the rest of the sheet.
Pearlizing
Pearlizing is a process done by applying a luminous pearl-like finish to part of a printed piece, usually an embossed design.
Die Cutting
The process of using sharp metal rules to cut shapes and designs into paper from a metal form called a die. Die-cutting includes cutout shapes and sculpted edges.
Panel
A panel is produced when a defined area of a piece of paper is sunk below the normal surface, essentially creating a raised frame around it. Panel may also be used to refer to the individual sections or "pages" of a folded invitation. A tri-fold, for example, has two folds to create three panels.
What paper options do you have?
Bright White
Bright white is the ultimate in white; very crisp, pure, and vivid.
Soft White
Soft-white is a toned down, softer shade of white with a hint of creamy color used to create it.
White
White is the standard shade of white, middle-ground when comparing to soft white and bright white.
Ecru
Ecru is a warm, creamy, very light brown color.
Parchment
A durable, somewhat translucent paper made to imitate authentic parchment, which is processed from animal hides (usually sheep or goats).
Vellum
Vellum is a paper with a smooth, rich finish.
What types of folds are available?
Card
A card is a non-folding piece of paper with printing generally done on the front.
Folder
A folder is a piece of paper folded a single time to create a top fold or side fold with printing generally done on the front.
French-Fold
A sheet of paper folded in half twice to create four panels (front, inside left, inside right, and back).
Short-Fold
A short-fold is created when a sheet of paper is folded once, although not exactly in half, forming a shorter front panel with a longer back panel.
Tri-Fold
A tri-fold is created when a sheet of paper is folded twice to form three panels.
Z-Fold
A Z-fold is created when a sheet of paper is folded twice in zigzag fashion - like a fan or an accordion - to create three panels.
Layers
Although not a fold, layers is a term used to define the multiple pieces of paper or other items assembled loosely or fastened together with glue, ribbon, etc., to create an invitation or other stationery ensemble.
What are double envelopes and inner envelopes?
A set of two envelopes traditionally used with formal invitations and announcements. The inner envelope holds the invitation and enclosures and is placed inside the outer envelope for mailing.
What are liners?
Refers to envelope liners. Liners are the decorative paper used to cover the inside of an envelope for a coordinated, finished touch.
How long does it take to ship my order?
Allow 2-3 days for production time and an additional 2-7 days for delivery time.
Do you ship to Canada?
We ship to locations within the United States and Canada.
What shipping service do you use?
Most orders are shipped UPS Ground Service. All samples shipping within the United States will be mailed via U.S. Postal Service (USPS) - Post Office First Class Mail. All samples shipping within Canada will be sent Post Office Air Mail.
Do you offer expedited shipping?
Yes. Be sure to select an appropriate shipping method based on your expected arrival date and expedited shipping service needs on the shipping screen during checkout.
Do you offer a shipping guarantee?
Not at this time. Shipping carriers have removed any and all shipping timeframe guarantees. Please try and order early to avoid any unexpected delays.
Do you show sales tax on the website?
We are not currently showing sales tax as you personalize the order or in the shopping cart. Sales tax will be applied where applicable on your final bill.
Can I check my order status?
Yes. To check the status of an order, enter the Confirmation Number you received when you submitted the order along with the Billing ZIP/Postal Code. You may also sign in to My Account to view your entire Order History, including the status of all your orders.
Can I make changes after I placed my order?
To make changes on an order you’ve placed, please contact us immediately. We will confirm the status of your order to determine if the change(s) can be made at no additional cost to you. Depending on the status of the order, additional charges may apply to halt the order process in order to make the change(s). To avoid having to make changes and potentially incur additional charges, we encourage you to review your orders carefully before submitting them.
What if I need to cancel my order?
A service fee will be applied to each part of an order you request to cancel. If an order has already been printed, you will be charged full price for the entire order.
Can I increase the quantity after the order is placed?
If you’ve placed an order and need to increase the quantity of that order, please contact us immediately. We will do our best to catch the order before it is in production. If your order cannot be stopped before production, we will notify you and provide you with the updated price including service fee, if applicable. To avoid these extra costs, we encourage you to include an "extra" quantity in your original order quantity.
How do I submit a reorder?
To place a reorder of a previously fulfilled order, sign in to My Account and click on Order History. Locate the original order by using the Confirmation Number search tool or by searching for it manually in your list of past orders. Make any changes you want by editing your order and resubmitting it.
Will you rush an order?
Due to prompt order processing and efficient production times, we are unable to put a "RUSH" on orders once we receive them. You may, however, select an expedited shipping method when you place orders for speedier delivery.
