Problem Report | PRINTIVE

HELP CENTER / PRINTIVE PROCESS
/ ORDER PROCESS

Order Process

Order Process
Billing & Payment
Shipping
Customs, Texas, Duties
Printing Defects
Refund

File Setup : Preparing artwork files for printing is the most essential part in printing your project. You will need to prepare files for cover, inside page, and additional files for add-on options such as foiling, embossing, etc. Make sure all elements are set up correctly before uploading your files. When you have print-ready files, you will upload pdf files in your My Account after placing an order for us to provide PDF proof or hard copy proof. You can read more about setting up your files in File Preparation or download our Artwork Guidelines here.

Upload Artwork Files : Once an order is placed and your files are ready for us to review, you can upload them in your My Account. If you have trouble uploading files to our browser, feel free to email us or use outside platforms such as Google Drive, Dropbox, etc. Our printing specialists will review your files thoroughly and let you know if we detect adjustments or errors to be made. Please note, our specialists do not interfere with any content or artwork decisions such as typos, image resolution issues, etc.

Proofing : We have several proofing options for all projects; E-Proof (PDF proofing) and hard copy proof. Proofing is absolutely recommended and needed for you to review elements of your projects to make sure your final files are what you want us to print.

A. PDF Proofing

PDF proofing is the fastest way to proof your artwork files before moving to production. Used to check many elements of artwork files such as dimension, bleed, low resolution images, typos, font embodiment, page number, and other elements used throughout all artwork files for cover and inside pages. Also used to review files for add-on.

· E-Proof : same as PDF proofing, the most standard and recommended type of proofing
· E-Proof isn’t suitable for reviewing color accuracy or high image resolution. Hard copy proof
is recommended for in-depth proofing process
· E-Proof (PDF proof) doesn’t show transparency or overprint areas, nor do they show color shifts
resulting from the conversion of RGB or Pantone spot colors to CMYK

B. Hard copy proof

Hard copy proofing is a process of printing a print ready pdf file based on your artwork files in format of glue binding / saddle stitching printed on digital printer. For print-ready artwork files, we’re able to make and ship your hard copy within 1-2 days. Note that printing quality may differ from the final production quality which we will use offset printing and professional binding techniques for. Hard copy proof quality doesn’t determine the final production quality of your projects

· Suitable for reviewing color accuracy and high image resolution.
· Hard copy proof of hardcover or wire coil book orders will also be provided in perfect binding.
· We may use different papers from your final specifications for hard copy proof in certain cases.
· Add-on options such as stamping, embossing will not be included in hard copy proof.

Payment and Billing : All our payments are to be made prior to production. You can read more about our payment terms in Billing & Payment

Production : Once all proofs are approved, we will start production and handle all steps from prepress, printing, to bindery. Note that once production has begun, we’re unable to cancel your order or make changes. If you need to make changes or adjustments in your specifications or files after production has started, your best option is to let us know as promptly as possible so we can pause the production and re-print after adjusting your order. This will most likely result in additional payment depending on the size or time of adjustments requested.

HELP CENTER / PRINTIVE PROCESS
/ BILLING AND PAYMENT

Billing & Payment

Order Process
Billing & Payment
Shipping
Customs, Texas, Duties
Printing Defects
Refund

Billing & Payment

Printive accepts following payment methods and requires payment in full to begin production of your order.

· Bank Wire Transfer
· Stripe

Once you place an order, we will provide a full quotation and receive a follow-up email if any adjustments in the specifications are made changing the total amount to be paid for. Prices shown on our quotes are in USD and include all taxes and duties for delivery to any address in the United States. Orders delivered to other countries may or may not be subject to applicable taxes and duties charged by the destination country.

Go to Customs, Taxes, Duties section to read more about our pricing policy.

HELP CENTER / PRINTIVE PROCESS / SHIPPING

Shipping

Order Process
Billing & Payment
Shipping
Customs, Texas, Duties
Printing Defects
Refund

Turnaround & Shipping

Once we gather all relevant information and files we need for your order, we will provide approximate schedule for turnaround and shipping via email. Your turnaround time will vary based on your project. Shipping schedule may fluctuate depending on circumstances especially for ocean freight of overseas shipping. For ground shipping, we will provide tracking number in your My account for you to track your order. If you have a specific or tight deadline, share your schedule with us and our staffs will adjust our timeline to best meet your needs promptly.

Shipping Issues

Best way to find assistance is to contact us directly as soon as you receive your order and detects any defects during shipping. If If you haven’t received your order or detected an issue with your products during/post shipping, send us an email to report. It is best to share any relevant photos of any damages or issues occurred during shipping for prompt assistance from us.

For orders with shipping issues such as packages lost in transit or damaged during shipping process, we may ask you to claim your shipper directly and submit a problem report. Printive is not responsible for shipping issues occurred due to insufficient service of a shipping carrier, such as packages damaged during shipping process, packages lost in transit. We do not take claims regarding orders with incorrect address, claims submitted long after delivery has been made, or damages occurred during storage of packages or boxes of our products after receiving products.

HELP CENTER / PRINTIVE PROCESS
/ CUSTOMS, TAXES, DUTIES

Customs, Taxes,
and Duties

Customs, Taxes, and Duties

Order Process
Billing & Payment
Shipping
Customs, Texas, Duties
Printing Defects
Refund

All our final prices include fees for customs, taxes, and duties. There’s no sales tax applied in any of our products as our Printive headquarter is located overseas where there is no application of sales tax. Our price policies are applied for all orders printed local/overseas.

Printive is responsible for managing and handling all relevant documents and paper works required for delivery and customs of designated destination of your order. We may ask you to provide us a Tax ID and Company Name associated with your Tax ID needed for customs. We handle all process from ground delivery, air, and ocean freight delivery for both local/overseas delivery and provide shipping information upon requests for tracking of your order if necessary.

For orders with delivery to outside United States, there may be additional fees of customs, taxes, and duties. Set your delivery address during check-out and we will calculate and update your total amount including any additional fees.

You can download an invoice at any time in your My Account.

HELP CENTER / PRINTIVE PROCESS
/ PRINTING DEFECTS

Printing Defects

Order Process
Billing & Payment
Shipping
Customs, Texas, Duties
Printing Defects
Refund

Priting Errors and Defects

You can report problems with your order by directly contacting us via email and we recommend that you contact us immediately after detecting errors or defects you would like to report. Write us an email reporting any issue with your order of printing errors or defects in detail and provide us relevant photos. Make sure to include photos with your initial problem to start report and avoid delays in our responses. Be mindful that not all printing errors or defects are subjects of refund or reprint due to our internal policies and our printing specialists will review your claim and case to correspond for your best customer satisfaction.

Common Printing Defects

There are some common printing defects and errors that occur during or after the production process. Best way to avoid such errors or defects from occurring is to carefully review your files according to the file preparation guide and consult with our specialists during proofing stage. There are printing defects or quality issues that arise due to insufficient management of production or technical machine issues on our side and you can put a claim of full refund or partial refund if you feel this applies to your order. However, some defects and problems occur due to the customer’s choice of paper stock, ink, or specifications of your project.

Cancel, edit, or resubmitting an order

Once an order has been finalized through and we have begun the production process, the order cannot be modified or cancelled. If you wish to cancel or edit your order after payment has been initiated, you will be liable to pay any costs incurred for the order that has begun production. However, you’re free to cancel, edit, or resubmit the order, if the payment has not been made and your order has not yet entered our production stream.

As an online printer, we know errors can happen. Printive is not liable for printing errors in a final online printing product caused by any of the following reasons:

General Printing Errors

· Spelling, grammar, or punctuation
· Incorrect graphics and design elements
· Color transparency issues
· Damaged fonts
· Overprints (printing one color on top of another or “trapping”)

File Setup Errors

Printive is also not responsible for improper file setup, such as:

· Bleeds
· Crop marks
· Finished product size
· Die lines
· Folds/scores/perforations
· Page alignment
· Page orientation

Printive does not make any changes to design elements in the digital print file without customer approval. If you have questions about this or any printing services, please contact customer service.

HELP CENTER / PRINTIVE PROCESS / REFUND

Refund

Order Process
Billing & Payment
Shipping
Customs, Texas, Duties
Printing Defects
Refund

Our Refund Policy

If you’re not satisfied with your order for any reason and you feel that your orders are eligible for refund, best way to determine is to contact us directly to request a refund. Be sure to specify reasons of your refund request and provide proofs such as images. Depending on legitimacy of your claims, we may or may not provide full refund, partial refund, or no refund of your order.

Full or Partial Refund

To request for a refund, you must directly contact us by sending us an email addressing your claim. Include photos or documents that address your claim and reason for requesting refund so our CS team can review your case and respond. Depending on claims or sizes of defects found in your order, the amount of refund will be adjusted to cover any fees charged for proofs or other service associated with that order.

Orders that are not eligible for refund

Though Printive’s first priority is to provide satisfactory services and products for all our customers, there are cases or orders that are not eligible for our refund policy. Full refunds are not applied to orders that have been requested to cancel after production has already begun. We proceed orders with full payment and approved proofs to production under your consent and we may be able to pause or cancel production but this may not be eligible for full refund. Cases that are eligible for partial refund will be reviewed by our production team and specialists and you can directly contact us or email us to find out more. Printive is not eligible to cover refunds for damages caused by shipping carriers. Orders that you believe to be defective due to incorrect file set up or conflicting specifications of an order are not subjects.