Frequently Asked Questions

Popular questions


1. How do I change my details?

When you sign in to your account, click the My Details tab. Here you can change your password, contact details, and even how you’€™d prefer us to contact you. This page also has a link you can follow to change your password. If you forget your password, don’t worry it happens to all of us! You can get a reminder by clicking the forgotten your username or password link on the sign in page.


2. Where’s my order?

You can view your recent orders in the My Orders tab in your account. This will show your current orders in progress and your completed orders. You can check the progress of current orders here, and you can create reorders of old jobs using the same graphic files.


3. How much does delivery cost?

All our prices include collection from your local studio, for our guaranteed turnaround times. However, if you need it delivered to a different address or you need it delivered sooner than our guaranteed turnaround times, we can provide this service at an extra cost. Read more about delivery and collection.


4. How can I pay?

We are happy to accept payment in the form of checks, debit cards or cash. We also take credit cards. We require full payment before we start work. All our online payments are conducted through PayPal or Stripe.


5. How can I contact you?

You can contact us directly and in person by visiting your local studio. However, we’ve also made a contact form that you can fill out to ask about partnering with us, technical difficulties or sales inquiries. Just visit our contact us page.


6. What are your opening times?

If you want to know the opening times of your nearest studio, you can find them here. When you click on the map, you’ll be shown an overview of the studio and their opening times. We can process your orders online at any time, but our guaranteed turnaround only includes working days.


7. Where’s my nearest studio?

You can locate your nearest studio on our site. This will show you where the studio is on a map. When you click on a studio, you’ll see an overview of their opening hours, service offerings and staff team. If you need any help with your marketing, they’d be pleased to help. If you’re already a customer at a studio, we’ll take you to their page automatically. We like to think of our studios as your local design and marketing team.


Products & services


1. What is your product range?

We sell a wide range of printed materials. Our core range includes business cards, booklets, flyers, stationery, stickers, invitations, posters and postcards. You can view our full product range.


2. How do I find the products I’m looking for?

We’ve tried to make it easy for you to find the right product for your needs. You can see our full product range. You can also see our products when you hover your mouse over the “Products & Prices” menu. These products are shown in alphabetical order. Once you click on a product, you can customize the printing options depending on how thick you want the paper to be, or whether you want any extra finishing options like cut-out shapes for your design. Finally, you can select products by clicking Place a new order now on your account dashboard.


3. When I reorder, will my product be exactly the same?

That depends, do you want it to be the same? When you reorder a job, you can pick whether you want us to use the same files you uploaded before, whether you want to upload a new file, or whether you want us to make a few changes for you. If you used one of our templates, you can make any necessary changes to the text or images yourself.


4. How is my product printed?

All printing’s the same right? Flyers from us are the same as flyers from that guy your brother knows. Business cards from that little shop on the corner are as good as ours, right? Wrong! They may sound the same, but its like comparing apples with whales. We give you a ‘business class’ product at an ‘economy class’ price. We print every order with High Definition Reproduction, through our stete-of-the-art Production Hub. This means your photos and text will be printed clearly and boldly.


5. How environmentally friendly are you?

Our business works because we’re as efficient as possible. We use as few resources as we can. All our processes are constantly refined to ensure that we minimize waste. What waste we do produce, we separate into distinct streams for easy recycling or reprocessing. Our printing plates and waste paper are recycled, our used chemicals are disposed of responsibly, and we use vegetable-based inks. Read more about the environment & us.


6. How can I partner with

Like what we do? Want to be part of it? Great! There are lots of ways you can partner with us. If you’re a graphic designer, we can sell your designs. If you’re a print supplier, you can sell your products through us. You can also sell our printing, become a licensee or add our Web-to-Print solutions. Click any of these links for more info, or contact us.



Ordering online


1. How do I edit templates online?

To edit templates, simply click on the part of the template you want to edit and you’ll get options to change the text or image on the right-hand side of the page. Some parts of the template are not editable, so you will only be able to edit areas that have a “edit” button over them. Read more about editing templates.


2. How do I upload my files?

If the product you selected requires you to upload a file, we’ll ask you to upload it before you add it to your basket. Read more about uploading files.


3. What type of files can I upload?

We accept PDF documents for uploads, and recommend that you create the file using Adobe InDesign. We want your file to work and your item to print as expected, so please read our File Supply Guide which covers everything you need to make the most of our state-of-the-art equipment.


4. How do I place an order online?

We’ve tried to make the process of ordering online easy, so you simply find the product you want in our product range and add it to your basket. We then let you configure your order so the printing and finishing of the product is best for the job at hand. Finally you pay through our secure check out service. Read more about ordering online.


5. What happens after I place an order?

If you’re using one of our designs, we’ll start work as soon as you checkout. If you’ve uploaded your own file for print, we’ll check it and let you know if it has passed our preflighting, whether you need to make changes or whether you’d like us to fix it. After that our process is almost totally automated, for reliable and robust service. You can even check the progress of your order in the My Orders tab as part of your account.



Shipping & delivery


1. How quick is your delivery?

We’ll work as quickly as you need us to. Each item has a fast guaranteed turnaround – add it to your basket to see what’s available. Choose the service level you need, which sets how quickly we work – our Xpress service is fastest.


2. What happens if my order is late?

Whatever your deadline, we’ll help you meet it. Whatever you buy, it’s all backed by our Delivery Promise.


3. What delivery options are available?

Your order will be delivered by our preferred partners, UPS. A variety of services are available, depending on your chosen delivery address. You’ll see these in your shopping basket.


4. Can I deliver to a different address?

Sure. When you checkout, you can choose to deliver to your invoice address, any alternative from your Address Book, or a new delivery address you enter there and then.


5. How do I change the delivery address after I’ve placed an order?

If you need to change the address you want your order delivered to, we can usually do this any time while your order shows as ‘in progress’ in the My Orders tab. After your order is complete, it’s too late to change. If you have an ‘order in progress’ that you’d like to change, please contact us and tell us the address you’d like to send it to. Please note there may be delivery charge differences.


6. Where do you deliver to?

We can deliver anywhere in the contiguous United States.


7. How is my order packaged?

Your order will be packaged with inserts advertising’s current offer and other marketing materials. If you do not wish to receive these materials, we charge a small fee to set up the packaging process differently.



Payments & invoices


1. How much are your products?

We have a large product range with lots of different prices. Search our products & prices to find the product you’re interested in and we’ll let you know the price before you add it to your basket. Generally speaking, our prices are low and our quality is high. Don’t take it from us, read our customer reviews to see what other people like you think of our service.


2. I have a question about my invoice/payment, what should I do?

Please contact us if you have a question about an invoice or payment you’ve made. To get copies of invoices, Sign in to your account and then click the Invoices tab at the top of your webpage.


3. Is my payment secure?

All online payments are made via Paypal or Stripe. Paypal uses SSL technology to keep your information safe. In addition, when you send a payment using PayPal, the recipient won’t receive sensitive financial information like your credit card or bank account number. This way, you don’t have to worry about paying people you don’t know.

Stripe has been audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available.



Returns, refunds & customer services


1. There is something wrong with my order, what do I do?

We work hard to make sure you order is produced to our high standards. In the unlikely event that you find something wrong, please contact us and explain the issue. We’ll do our best to resolve it to your satisfaction.


2. Can I cancel my order?

Once you’ve checked out, your order will begin our automated production process. As we’re manufacturing something just for you, it’s not possible to cancel your order once we begin.


3. I’ve noticed a mistake, can I change my order?

Please check your design carefully before you finish. We offer fantastic prices by automating our entire process. So the first set of human eyes proof-reading your design will be your own when you open the box. We don’t want you to be sad. So please check all telephone numbers, dates, times, addresses, prices and spelling before you order. If you spot an error after you’ve ordered, then we’re sorry that we won’t be able to rectify it.


4. What happens if my order is late?

Whatever your deadline, we’ll help you meet it. Whatever you buy, it’s all backed by our Delivery Promise.