File Preparation and Troubleshooting
When does my turnaround time begin?
Turnaround time for a print job where a PDF or Hard Copy proof is selected begins once the proof has been approved by you before 10:00 am PST. If you did not select a PDF or a Hard Copy proof, turnaround time begins once your file is uploaded before 10:00 am PST. Also note that if we are unable to print your files because they do not conform to Color FX’s file requirements, your job status will be put “On Hold” and your turnaround time will be reset.
Please visit our Turnaround page for more information.
Can I use my resale license?
Your printing re license can save you from 10% – 30% on all orders. If you are producing a product for resale and would like to provide us with your resale number, you will need to fax us a copy of your California Resale Certificate.
How can I cancel my order?
Due to our company procedures, you may only cancel an order without incurring additional fees prior to the approval of the artwork. Next Day orders cannot be cancelled. All requests for cancellations after a PDF proof, Hard Copy proof, or the approval of the artwork are subject to a cancellation fee based on order size.
Why am I not getting automatic email updates?
Your order status and automatic updates are sent to the email address provided during the order placement. It is the customer’s responsibility to check their My Space page or contact the customer service department by calling 1-877-763-7671 x103/113, email email@example.com or using our Live Chat.
What if I found a mistake in the artwork?
If you’ve found the mistake after the approval stage, we cannot place a hold on the job. As a customer, you are responsible for the accuracy of your artwork. We encourage you to carefully inspect the positioning, copy, and design elements of your art files before submitting them to us. Ordering a PDF or Hard Copy Proof will allow you to check for errors prior to production.
How can I check the status of my order?
Your order status will be e-mailed to you in the following stages:
- After successful placement of order online
- After checking your files by our prepress department
- After completion & finishing of your job
What if my file is missing fonts?
If your job has been placed on “Hold”, and a message states that your file is missing fonts, it may be possible to provide us the font file you used in your design. However, in most cases we require that you convert your text to outlines before uploading your files.