Frequently Asked Questions (FAQs)
Here, you can find answers to the most frequently asked questions about our products and services. If you don’t find the answer you’re looking for in the FAQs, please contact our team, and we’ll do all we can to help.
Do you provide design services?
We are an offset printing company, so printing is the core service we provide. We do not provide a comprehensive design service. However, unlike many printers, we are committed to offering significant design support. For example, we offer free downloadable design templates for book formats, flyers, posters, and more, along with an expert artwork file checking service and, of course, one-to-one advice and assistance for all our customers via telephone, email, Skype, and the online chat.
What artwork format do you need for printing?
We need high-resolution PDF formatted artwork (including a 3 mm bleed zone) for printing. Photos and images should be exported as vectors or with a resolution of at least 300 dpi to guarantee professional quality results. You may also provide us with original artwork and fonts with linked images.
What color mode is used for printing?
Offset printing uses the CMYK color space. Most design software uses the RGB color space. The most efficient solution is for you to change the color space to CMYK when you export your print-ready files. If you don’t know how to do this, ask us and we’ll explain. But don’t worry too much. If we receive your artwork in RGB mode, we’ll change it for you before we go to press. However, as the colors can change a little when moving from one color space to another, we recommend that you prepare and edit your original photos and artwork in CYMK using an application such as InDesign.
How should I send my artwork?
You can send us your artwork via email, to [email protected], or send us a link to Dropbox, Google Docs, etc. You can also upload your files to file sharing sites such as Sprend or Wetransfer and share the link with us.
What quality control measures do you have in place?
We pride ourselves on the quality of our work and our commitment to providing the best possible service to all our customers. We have developed a range of rigorous quality control protocols designed to make sure that all our products are printed to the highest standards and leave our facilities in perfect condition. Our factory has passed the GB/T19001–2008 IDT ISO9001:2008 Quality Management System Certification for excellence in our quality controls. We will be delighted to show you our certificates on request.
Will you reprint if a mistake has been made in the printing process?
If the mistake is our fault, we will reprint an entire run for you at no charge after corrections have been made. If the error was on your side, we will reprint if you agree to cover the costs — which may be less than the original print run depending on the type of mistake made. However, mistakes are very rare indeed due to our thorough design support services — including expert, manual file checking — our attentive customer service, our expertise, and our rigorous quality control protocols.
How long does production take after I approve the proofs?
We’ll start printing as soon as we’ve received the agreed deposit and you’ve approved the PDF proofs. Here’s a quick breakdown of our production speeds for different products:
- Softcover books— about 5 to 10 days
- Hardcover books— about 2 to 3 weeks
- Leaflets and posters — about 3 to 5 days
- Cardboard paper boxes — about 7 to 10 days
- Rigid boxes — about 2 to 3 weeks
- Custom board games — about 3 to 6 weeks
Are your turnaround times guaranteed?
We offer a timeframe guarantee once all pre-production procedures have been completed on both sides. In the unlikely event that we experience a delay and are unable to fulfil your order according to the agreed turnaround time, we’ll offer you a discount against further services as compensation. While we can guarantee our production timetable, delivery times are necessarily estimates as transit may occasionally be affected by circumstances and conditions beyond our control. While we have long-established relationships with our reliable and trusted shipping partners, we trust you will understand that we cannot accept responsibility for goods once they have left our facilities.
Do you charge extra for fulfilling urgent orders?
No, we don’t add charges for urgent orders. However, we ask that you contact us first, before placing your order, so that we can agree an acceptable timeframe for production and delivery. Once agreed, we will go ahead with your order and you will not be charged any additional fees.
How do you pack the products for shipment?
It depends on how we ship. Usually, if the total weight is more than 700 kg, we will pack your goods in sturdy cartons loaded onto pallets. If the total weight is less than 700 kg, we will pack your goods and ship them in cartons without pallet-loading.
How do you ensure the safety of the products from damage or getting wet?
We take multiple measures to optimize the safety of the products that we deliver. We wrap them with packaging paper and then seal them into waterproof plastic bags before loading them into the cartons. We then load the cartons onto the pallets and further secure them with impermeable plastic shrink-wrap and heavy-duty tape. These measures make sure that your products are protected from movement and moisture during transit, so that they arrive in pristine condition.
Do you ask for complete payment in advance?
We ask for a 50% deposit before printing and the remaining balance before shipping. If you choose T/T payment, and the entire sum is lower than $2000 (US), we recommend a complete upfront payment to save on transfer charges.
What is the payment process?
You can choose to pay to our bank account or our PayPal account. Once you have placed the order, we will provide you with a proforma invoice (PI) to make the payment. You can see our bank information on the PI. You can also choose to pay through telegraphic transfer (T/T) to our bank account. For sums less than $1000 (US), you can also choose PayPal. PayPal charges a 5% service fee. We will split the service fee with you, so you pay 2.5% and we pay 2.5%
Are credit cards acceptable?
Our bank account does not accept payments made from credit cards. If you want to pay using a credit card, you may do so, but you must pay via our PayPal account.
What if I do not receive the products I ordered?
For any shipment made by air, we provide you with the tracking number for our shipping partners, FedEx and DHL. You can check the logistics information on their official website using the tracking number or contact their local branch and get the requisite information.
For pallet shipments via sea, we will provide you with the Telex Release and Bill of Lading (BL) once the balance clears. You can use this to check the logistics information with the freight forwarder or contact them using the information provided on the BL. For carton shipments via sea, after the vessel arrives at the Long Beach port and our forwarder finishes the customs clearance in the US, we will provide you with a UPS ground tracking number. We always keep an eye on the delivery status from our end and can contact our delivery partner on your behalf if you wish.
What if the products are damaged on arrival?
Multiple measures are taken from our end in order to ensure that your products are perfectly secured for shipment via both air and sea. In the case of sea shipping, if you have opted for CIF (cost, insurance, and freight) or DDU (delivered duty unpaid), we also take out insurance against any possible damage that might happen to the products. If you have received a damaged product, the insurance company will pay compensation, which is equal to the cost of the products. Once we receive the compensation, we will provide you with a complete refund or reprint the products for you as you choose.