FAQ / HELP
1. Where is my order?
To view the details and status of your order
1. Click on "Sign In" Enter email and password to log in.
2. Click on "My Orders" to view the status of your order.
2. What paper stock do you print on?
Our Business Cards and Postcards are printed on 14-point glossy card stock or 14- point Matte Coated paper stock. Our Brochures and Flyers are printed on 100lb Gloss Text with Aqueous Coating (Semi-Gloss).
3. What kind of inks do you use?
All of our products are printed with four-color inks: (Cyan, Magenta, Yellow, and Black).
Color density less than 15% may not print.
4. Can I write or print on glossy coating?
No. You can order your yard stocks without coating.
5. Can I place an order for a custom size card if I order online?
Currently we are unable to accept custom size orders through the online ordering system. You may request a custom size order by sending an email to email@example.com or send us a message through our contact page.
6. What is the "Customize this Design" button?
The "Customize this Design" button is activated for specific products that you can edit live on our website with your personalized contact information. You will edit the enabled areas, see it happening live and approve the proof right here on the site in a matter of minutes. We have gone to this system to expedite your orders in a timely fashion.
7. Do you have any clip-art that I can use for my card?
Yes, our online design software is loaded with many images and icons that can be used in your designs. We are constantly adding new ones as we purchase the rights to use them.
8. Can I cancel or change my order?
Franchise Print Service will be happy to help you cancel your order prior to pre-print. You will have a 2 hour window to change your mind before it goes to print. However, orders may be eligible for cancellation upon request via email. Our Customer Service Team will inform you of any cancellation charges depending on the stage of the order. If a job is cancelled, any labor hours (proof, graphics design, etc.) or administrative fees (credit cards fees, etc.) will be subtracted from your refund (15%-30% of total transaction). Once the order has been placed successfully, no refunds are issued for the Logo, or Graphic design services. Please Note: Due to the fast response of our system, your order is processed for printing within moments of your payment, At this point we would be unable to issue a refund.
9. What if I am not satisfied with my order?
Franchise Print Service is committed to customer satisfaction. However, we are not responsible for typing, color, image, or design errors introduced by customers in the document creation process. It is your responsibility to look over your proofs and approve them before accepting them for print.
10. What is your return policy?
Since each order is unique to each customer it has no re-sale value, All Sales Are Final. If we verify that we made an error on our end, we will re-print the order. No Refunds or Credit.
Customers must notify Franchise Print Service within 4 business days of order acceptance to notify any defects discovered in the ordered product. In order to receive a replacement the customer must return 100% of the received product within 15 days (at their own expense) from the time when the delivery was received. All new charges related to expediting printing (Rush Printing or Shipping) are NON REFUNDABLE, including those orders that are returned for any reason. Any reprints will be printed at standard print time and shipped via ground shipping.
11. Do you deliver to P.O. Boxes?
No. You must supply a physical mailing address. If your package(s) is returned to us due to a bad address, we will make an attempt to contact you letting you know that your shipment was returned. Customers are responsible for the new shipping charges to re-ship the item(s). After 5 attempts to reach you by phone or email, your order will be discarded and no refund will be issued.
12. How does your turnaround time work?
Each product has a specific turnaround time listed on the product page. Production time begins the day after you submit your order. If you order multiple products with various production times, we ship items as they leave the press, not as a bulk. You may receive your products you ordered at different times, not at once. Please use your online account to check the status of your order - do not call our office asking where your order is and when you will receive it. We have provided the automated system to keep you informed on the status of your order.
Status Names & Meanings:
1. Payment Accepted - You have successfully made your payment and the system is notifying us of your order.
2. Design & Edit - If we are custom designing your file, you will be in this stage.
3. Pre-Press - We are preparing your file and setting it up for print. During this time is when the plates are being made.
4. Printing - During this phase, your items are in the process of being printed, cut and packaged.
5. Packaging - At this phase your order is being process for shipping. You will receive an email that your order is being prepared for shipment and that you will receive a tracking number shortly.
6. Shipped - At this point, you will receive a notification with your tracking information. It may take until midnight for the tracking code to show up in the shipping company's online tracker.
13. Can I get the files I want and have them printed by a local printer near me?
No. We have exclusive use rights to the files you see on the site. If you require to have a file to print at a local printer for faster speeds, you will need to pay for the design fee for the respective item and we will customize the file for you and send you a print ready PDF. The fees for each item vary based on the product itself. You must allow up to 4 days for editing of the file you pay for. (What you see in the design editor program are not distributed files, they are created in the designer and we do not have the ability to send you files from the program.)
14. I want to place an order but I can't figure out how to use the site.
At this time, we do not take over the phone orders. All orders MUST come through the website. The only exception to this policy is for "Custom" projects or jobs. Due to the volume of orders we receive we must limit over the phone orders to custom jobs only.
15. How soon will I get my order?
Times vary. All product pages detail print production times, which are an estimate. The times listed on each page do not include shipping time. As a general rule most products take up to 10 days for printing and shipping. You can track the progress of your order in your account.
16. I paid for UPS but my order was shipped to me by FedEx, why?
Our online store is setup to use UPS and the program gets its pricing from UPS based on the total weight of your order. The vendor that prints our signs uses UPS and FedEx as their shippers and we do not have control of who they use to ship the sign products to you. The cost of using either one is the same.
17. I need you to make a correction on my product before you print it, can you do that?
YES we can. You will need to notify us by email or through the site messaging system within 2 hours of your ordering with the changes you need to make. There is a $25 charge per product needing to be edited. For example, if you ordered business cards and postcards, you would have to pay $50 to have the edits made. This also may cause a delay of up to 4 days on your order while we schedule your order to be edited by one of our design staff. You will be emailed an invoice for the fee and it must be paid prior to production.
18. I have not received my order in the timeframe your site said I would get it, I would like to cancel my order and get a refund.
While we try to meet the timelines listed on our site, the timeframes are only an estimate of the average time it takes to produce a product. On rare occasions there are unforeseen instances that take a product longer to produce at our printing plants, such as a machine breakdown or inclement weather that causes the plant to be closed. Once an order has passed pre-press and has gone into production status, we can not cancel the order. If a refund is approved by management, it will be in the form of in house credit that can be used on our website.
19. Order Chargebacks
If you see the need to create a chargeback on your credit card because you are not pleased with the timeframe of your order, you will be required to still make the payment when you receive your products. This mainly pertains to franchisees who place large orders, receive their products and create a chargeback with their credit card company. Your account will be closed and banned from our server based on your IP address and we will notify your Franchisor of the fraudulent activity and they will not only collect the original amount from you, but also the fees Franchise Print Service had to pay suppliers to process your order. So please think carefully before placing an order or creating a chargeback. When we say all sales are final, we do mean final.
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