 |
| Frequently
Asked Questions |
|
|
| General
Information |
| Q.
What is your phone number and address? |
| Q.
What are your hours of operation? |
| Q.
Do you offer print runs for quantities not listed on our website? |
| Q.
Do you offer a rush service? |
| Q.
Will I get a proof? |
| Q.
Will additional bindery services effect the turnaround? |
| Q.
What is a Gang Run? |
| Q.
What is 4/0 and 4/4? |
| Q.
Can I split my an order of 5,000 cards into 5 different lots of 1,000? |
| Q.
Is there a discount if I only print my postcard or business cards
in full color on 1 side? |
| Q.
Do I have to print the same image on both the front and back of my
printed piece? |
| Q.
What is your general turnaround? |
| Q.
How are turnaround times calculated? |
| Q.
When does the turnaround begin? |
| Q.
What do you mean by 4 color process or CMYK? |
| Q.
How can I submit new/revised artwork for my job? |
| Q.
What are your common paper stocks? |
| Q.
Can you print on custom paper stocks? |
| Q.
Is there an additional fee for a full bleed? |
| Q.
How will I know if you received my order if I submitted the order
through the website? |
| Q.
Do you only print full color products? |
| Q:
Will I always receive exactly the quantity I order? |
| Q.
Is there a discount for an exact reorder? |
|
|
|
| Accepted
File Formats |
| Q.
What file formats and programs do you accept? |
| Q.
What if my files were created in a different design program? |
| Q.
What is PDF format? |
| Q.
Do you accept Microsoft Publisher or Microsoft Word files? |
| Q.
Do you accept MAC or PC files? |
|
|
|
| Placing
Your Order |
| Q.
How can I submit my order? |
| Q.
Will I be called when you receive my job? |
| Q:
What if I want to change something on my order after I’ve placed
it or approved the proof? |
| Q:
Should I do anything special if I'm on AOL? |
| Q:
How Do I Order Multiple Items? |
| Q.
Should I include fonts or images with the artwork? |
|
|
|
| Setting
Up Your Artwork |
| Q.
How can I submit new/revised artwork for my job?
|
| Q.
How should I size the document? |
| Q.
Will I get a proof? |
| Q.
What is a bleed? |
| Q.
How should I set up 1 or 2 color jobs? |
| Q.
Is there a Prepress checklist that I should follow? |
| Q.
What resolution should the art be designed at? |
| Q:
My image is 72 dpi. Is that okay? |
| Q.
What is ‘Win Zip’ or ‘Stuff-It”? |
| Q.
Will compressing my files using Win Zip or Stuff-It diminish the quality
of my artwork? |
| Q.
If my image is 72 dpi, should I increase the resolution to 300 dpi? |
| Q.
Should I include fonts or images with the artwork? |
|
|
|
| Color |
| Q.
Should I submit my art in CMYK color or RGB? |
| Q:
Will my printed job look exactly like it does on my computer monitor?
|
| Q.
What is your ‘recommended black’? |
|
|
|
| Direct
Mail |
| Q.
What do direct mail services include? |
| Q.
How should I set up my mailing list? |
| Q.
How is the postage calculated? |
| Q.
How long does it take for mailing service after the job is printed? |
| Q.
What formats should my mailing list be saved in? |
| Q.
What is the minimum size that can be mailed bulk mail? |
| Q.
What is the minimum quantity that can be bulk mailed? |
| Q.
How long will it take for my postcards to be delivered? |
| Q.
What does CASS certification mean? |
| Q.
How can I place an order for direct mail services? |
| Q.
When should I submit my mailing list? |
| Q.
Is there a fee for processing the mailing list? |
| Q.
How are the fees for direct mail services and the cost of postage
calculated? |
| Q.
How will I know what my exact direct mail services and postage fees
are? |
| Q.
Do I need my own permit? |
| Q.
What is an indicia? |
| Q.
Do you use labels to address the postcards? |
| Q.
What is the most economical way to mail a 4”x 6” postcard? |
| Q:
Can I mail the extras using your permit? |
|
|
|
| Graphic
Design |
| Q.
How can I submit information for a custom design?
|
| Q.
Do you require a deposit before the design is started? |
| Q.
If I order design services, how long before I can see a proof? |
|
|
|
| Shipping |
| Q.
Who is your preferred shipping company? |
| Q.
What does Blind shipping mean? |
| Q.
What does Drop shipping mean? |
| Q.
Does your turnaround time include transit time? |
| Q.
Do you ship COD? |
| Q.
What methods of shipping do you offer? |
| Q.
Can I use my own UPS/FedEx/Airborne Express shipping account? |
| Q.
Can I split my order and ship to multiple addresses? |
| Q.
When I receive a paid invoice does that mean my job shipped?
|
| Q.
When can I get tracking numbers? |
| Q.
Do your prices include the cost of shipping? |
| Q.
How can I submit my shipping instructions? |
| Q.
How can I change my shipping instructions? |
| Q.
Who is responsible for loss, damage, or delays in shipping? |
| Q.
How can I obtain shipping costs and transit time? |
|
|
|
| Billing |
| Q.
Do I have to prepay for my order? |
| Q.
How can I pay for my order? |
| Q.
What if I do not know yet how I want to pay for my job? |
| Q.
Do you require a deposit? |
| Q.
At what part of the process is my credit card charged? |
| Q.
Can you ship my order COD? |
| Q.
Do you offer 30 day terms? |
| Q.
Why do you charge a surcharge if pay for my direct mail postage with
a credit card? |
|
| Q.
What is your phone number, address and hours of operation?
A. You can call us at (561) 740-9901. Our fax number is (561)740-9783
Our mailing address is:
2015 Corporate Drive
Boynton Beach, FL 33426
Click here for more contact
info
Back
to Top of General Information |
|
| Q.
What are your hours of operation?
A. Our offices are open from 9 am to 7 pm EST Monday through Thursday,
and from 9 am to 6 pm on Friday.
Back to Top of General Information |
|
Q.
Do you offer print runs for quantities not listed on our website?
A. Yes, we can print custom quantities for some products. However,
please note that in many instances it will be more economical to print
at the advertised quantities, as compared to custom quantities, due
to the cost effectiveness of the gang run process.
Back to Top of General Information |
|
Q.
Do you offer a rush service?
A. Yes. We offer a rush service on many of our standard full color printed
products. We offer a 1-2 day rush service for most products printed
on 100lb. gloss cover or 100lb. gloss text. There is a $50 rush fee
for this rush option. Orders must be submitted before 10 am in order
for that day to count as the advertised turnaround. Turnaround will
begin once we receive a complete order form and a proof is approved
(if applicable). Due to seasonal rushes, it is always suggested that
you call to confirm whether a rush order can be fulfilled.
Back to Top of General Information |
|
Q.
Will I get a proof?
A. Proofs are available upon request. We can provide you with a free
digital proof. This proof is intended for layout and spelling purposes
only. We cannot match colors to digital proofs. A hardcopy proof is
available for an additional $50. All hardcopy proofs must be signed
and returned before the job will be printed. Hardcopy proofs are 80%-90%
accurate.
A proof will be e-mailed to you if we have a concern about your artwork or if you are placing a reorder.
Back to Top of General Information |
|
Q.
Will additional bindery services effect the turnaround?
A. Yes. Jobs requiring drilling, folding, scoring, perforation, saddle
stitching or die cutting will require at least an additional business day.
Back to Top of General Information |
|
Q.
What is a Gang Run?
A. The Gang run process allows us to minimize your costs by grouping
together several jobs on the same print run. This allows us to split
all the fixed costs (plate-making, make-ready and press time) between
all jobs that are printed on the gang run therefore saving you up
to hundreds of dollars. Click here for
more information on the Gang Run Process.
Back to Top of General Information |
|
Q.
What is 4/0 and 4/4?
A. 4/0 means full color printing on the front, and nothing printed on the back. 4/4 means that the printed piece is printed in full color on both
the front and back sides. 4/1 means full color on 1 side and 1 color on the back. The color on the back is usually black.
Back to Top of General Information |
|
Q.
Can I split my an order of 5,000 cards into 5 different lots of 1,000?
A. No. Our print runs are printed in the specified quantities.
Back to Top of General Information |
|
Q.
Is there a discount if I only print my postcard or business cards
in full color on 1 side?
A. No, we print the second side in full color at no additional charge
since this is how we set up our gang runs.
Back to Top of General Information |
|
Q.
Do I have to print the same image on both the front and back of my
printed piece?
A. No, you can provide us with a different image for each side.
Back to Top of General Information |
|
Q.
What is your general turnaround?
A. Turnaround times vary depending on the product ordered. The following
are the turnaround times for standard products printed on our standard
paper stocks:
|
100lb.
gloss cover – Quantities: 5,000+
Average Turnaround: 3-5 working days
100lb. gloss cover – Quantities: 1,000
Average Turnaround: 1-2 weeks
14pt. cardstock:
Average Turnaround: 2-3 weeks
100lb. gloss text:
Average Turnaround: 3-5 working days
Note: Additional bindery requirements may add at least 1 business day to your turnaround.
|
Back to Top of General Information |
|
Q.
How are turnaround times calculated?
A. Turnaround times are quoted in working business days. Turnaround
times reflect an average completion time of normal orders. These times
are not guaranteed. Weekends, holidays and transit times are not included.
Back to Top of General Information |
|
Q.
When does the turnaround begin?
A. Turnaround will begin once we receive correct files that are ready
to print and/or once your e-mail proof is approved (if requested). If
you require a hard copy proof, turnaround will begin once the signed
proof is returned to us.
Back to Top of General Information |
|
| Q.
What do you mean by 4 color process or CMYK?
A.
CMYK is short for Cyan- Magenta- Yellow and Black , and pronounced as separate letters. CMYK is a color model in which all colors are described as a mixture of these four process colors . CMYK is the standard color model used in offset printing for full-color documents . Because such printing uses inks of these four basic colors, it is often called four-color printing.
In contrast, display devices such as computer monitors generally use a different color model called RGB , which stands for R ed- G reen- B lue . One of the most difficult aspects of desktop publishing in color is color matching -- properly converting the RGB colors into CMYK colors so that what gets printed looks the same as what appears on the monitor . Please note that what you see on the screen do NOT mean that this is what the final piece will look like since monitors use a different color mode and due to the fact that your monitor might not be calibrated to our printing press.
Back to Top of General Information
|
|
Q.
How can I submit new/revised artwork for my job?
A. There are several ways that you can submit new files for your job. The preferred method for resubmitting files is through our website. You will need to log into the site, and click on the My Jobs button. From there, you may select the job that you need to upload new files
for, and click on the Upload Files link to attach new files to the
job.
You may also resubmit files by emailing prepress@twigonestop.com
Back to Top of General Information |
|
Q.
What are your common paper stocks?
A. Our standard paper stocks are: 100lb. gloss cover (c2s) and 100lb.
gloss text. We also print on a 14pt. cardstock.
Back to Top of General Information |
|
Q.
Can you print on custom paper stocks?
A. Yes, however, in many cases you will save up to 75% by printing
on our standard stocks. You can submit a quote request for custom
pricing.
Back to Top of General Information |
|
Q.
Is there an additional fee for a full bleed?
A. No. Unlike many printing companies, most of our full color printed
products include free bleeds on all four sides. This includes our full color business cards, postcards, rack cards, posters, brochures, etc.
Back to Top of General Information |
|
Q.
How will I know if you received my order if I submitted the order
through the website?
A. After your job is placed online and the order information and art
are received, a confirmation e-mail will be sent out to the provided
e-mail address. You can contact us if you have not received the confirmation
e-mail.
Back to Top of General Information |
|
Q.
Do you only print full color products?
A. Although we specialize in full color offset printing, we also print
1 and 2 color letterheads, envelopes, newsletters, flyers, brochures,
forms and many other products. However, please note that in many instances
it will be more economical to print on our standard full color products
when compared to 1 or 2 color prices. We also carry a full line of
promotional items such as notepads, magnets, apparel, calendars, pens,
corporate gifts and tradeshow giveaways.
Back to Top of General Information |
|
Q:
Will I always receive exactly the quantity I order?
A: Most of the time, we ship you slightly more than you ordered, free
of charge. On occasion, we ship slightly fewer pieces than you ordered.
Printing industry trade standards allow for over/underruns of up to
10%. If you plan to send your print order to a mailing list or need
a guaranteed quantity, we recommend that you are specific that you
need exact quantities. There MAY be an additional cost incurred for
this service.
Back to Top of General Information |
|
Q.
Is there a discount for an exact reorder?
A. No, we do not offer discounts on exact reorders. Due to advanced
technologies, it is no longer practical to save plates for reprints.
Back to Top of General Information |
|
| Q.
What file formats and programs do you accept?
A.
We prefer the following file formats: PDF, EPS, TIFF or JPEG files.
We also accept files created in Adobe Photoshop, Adobe Illustrator,
Adobe Pagemaker, Adobe InDesign, Quark XPress, and Freehand. We
also accept Microsoft Publisher and Word files, however, we strongly
recommend that you do not use these programs for professional printed
pieces. Please see the Accepted
Programs page for more information on how to save your files
from these programs.
Back to Accepted Formats
|
|
| Q.
What if my files were created in a different design program?
A.
Although we do not typically accept files created in other programs,
certain design programs, such as Corel, will allow you to save your
files as an EPS. If you are able to save your artwork as an EPS,
PDF or any of the other accepted file formats, we will be happy
to review your files. Please be aware that some programs, such as
Paint Shop Pro, and Word Pad, will allow you to save your file as
a JPEG, however, the resolution is below acceptable printing standards.
Back to Accepted Formats
|
|
| Q.
What is PDF format?
A. PDF stands for Portable Document Format, a universal file format
created by Adobe Systems allowing users to distribute, read, view
and print electronic documents with all formatting, fonts, text
sizes, graphics, color, etc. intact, regardless of the software
or platform used to create the file. This format has revolutionized
the printing industry as it has provided an interchangeable format
for graphics artists to save their file in a vector format which
will preserve the quality of the art. To view PDF files you must
download
the free Adobe Acrobat Reader application--available here. Please
note that in order to create a PDF file, you might need to purchase
Adobe Acrobat Distiller, as Acrobat Reader will only let you view
a PDF file.
Back to Accepted Formats
|
|
| Q.
Do you accept Microsoft Publisher or Microsoft Word files?
A.
Yes, we accept Microsoft Publisher and Word files, however, we
recommend that you do not use these programs as they are not will
not produce the quality that a professional design program would
produce. If you are using these programs, we suggest that you try
to save your files as a PDF file if you are able to, as this could
prevent problems with fonts. Please note that PDF files created in these programs
will automatically be saved in RGB, which will have to be converted
to CMYK. This might cause the colors to shift.
Back to Accepted Formats
|
|
| Q.
Do you accept MAC or PC files?
A.
Both.
Back to Accepted Formats
|
|
Q.
How can I submit my order?
A. The preferred method for submitting an order is through our online
ordering system. You can submit your order by clicking the Place Order
button on our website. If you are a first time user, you will need
to set up a user profile. You will then fill out an online order form
which includes product information, deadlines, shipping, billing and
any other special instructions. You will then be asked for to upload
files for your order. A confirmation email will be sent to you once
you have submitted your order.
You can also mail us your order. All orders submitted via mail should
include a completed order form (link to TWIG, QP or DP order forms).
You should also include a zip disk, CD or DVD with your digital files,
as well as any proofs or folding mockups.
You may also fax us your order form, and email your artwork to orders@
twigonestop.com. Please note that you will be emailing your artwork
in the special instructions section of your order form. The email
should also reference the faxed order form, your company name, product
ordered, and contact name and phone number.
Please check the Presubmission
Checklist before placing your order.
Please DO NOT e-mail us your order. Orders that are e-mailed may result
in delays.
Back to Top of Placing Your Order |
|
| Q.
Will I be called when you receive my job?
A. Not necessarily. Orders will be processed immediately without
verbal confirmation unless requested otherwise on the order form.
You will receive an order acknowledgement e-mail once our order
is entered into our ordering system. You will also receive an order
confirmation e-mail once your job has been approved by our order
processing department (once we confirm that the pricing, timeline
and other details are correct). You will also be e-mailed an invoice
after the order is processed.
Back
to Top of Placing Your Order
|
|
Q: What if I
want to change something on my order after I’ve placed it or
approved the proof?
A. If any changes are necessary on your order after it has been approved
for production, it is important that you contact our staff as quickly
as possible. Please note that in order for any changes to be made,
we will need to receive a fax or email describing the changes. Please
make sure to reference your job number and contact information. Depending
on how far into production your job is, changes may or may not be
able to be made. Our staff will inform you if the changes can be made
or not.
Back to Top of Placing Your Order
|
|
Q:
Should I do anything special if I'm on AOL?
A: If you use America Online, you should be aware that AOL could limit
your inactivity on the web and disconnect you if you are not a current,
active user. Uploading files appears to be inactivity to AOL. It is
recommended that you keep your AOL email account open at the same
time you are uploading your files. This can trick AOL programming
into thinking you are still active on the Internet, thereby preventing
the possibility of getting disconnected during your file upload.
Back to Top of Placing Your Order
|
|
Q:
How Do I Order Multiple Items?
A: Place a separate order for each piece you want printed. If you
are on the website, you must fill out a separate order form for each
product you are ordering to ensure that we have all the information.
If you are submitting your order via fax or mail, there are spaces
for you to order up to five products on each order form.
Back to Top of Placing Your Order
|
|
Q.
Should I include fonts or images with the artwork?
A. If you are sending an Illustrator file, all fonts should be converted
to outlines, thus avoiding the necessity of sending fonts. If you
are sending Quark, Pagemaker, or InDesign files, we prefer that you
save your file as a PDF. If you are not able to, you should send the
native file, as well as all screen and printer fonts, and all images.
All images should be 300 dpi, CMYK files.
Back to Top of Placing Your Order
|
|
| Q.
How can I submit new/revised artwork for my job?
A. There are several ways that you can submit new files for your
job. The preferred method for resubmitting files is through our
website. You will need to log into the site, and click on the My
Jobs button. From there, you may select the job that you need
to upload new files for, and click on the Upload Files link to attach
new files to the job.
You may also resubmit files by emailing prepress@twigonestop.com.
Back to Top of Setting Up Your Artwork |
|
Q.
How should I size the document?
A. Please see the Bleed and Template
sections in the General Infoemation section for more information on how to set up your files.
Back to Top of Setting Up Your Artwork
|
|
Q.
Will I get a proof?
A. Proofs are available upon request. We can provide you with a free
digital proof. This proof is intended for layout and spelling purposes
only. We cannot match colors to digital proofs. A hardcopy proof is
available for an additional $50. All hardcopy proofs must be signed
and returned before the job will be printed. Hardcopy proofs are 80%-90%
accurate.
Back to Top of Setting Up Your Artwork
|
|
Q.
What is a bleed?
A. The Blees is the 1/8" area around the edge of the piece that will be trimmed off after printing. This area is necessary to accommodate for press and bindery functions.
In order to create a proper bleed, when creating your files, you should size your document .025" bigger then the final size desired. For example, the document should be created at 4.25" x 6.25" if you are trying to produce a 4" x 6" postcard. After creating the document, place guides .125” within the edges on all four sides of your artwork. When designing your piece, you should keep all elements that you want to appear on your final printed piece within these guides, to insure that they are not trimmed off. The area between the guides and the edge of the piece is considered the bleed area. This is the area that will be trimmed off. Please note that the background of your piece should extend beyond the guides so that the background will extend all the way to the edge of your final printed piece.
We will trim your final trim area up to 1/16" to 1/8" on
all sides.
Back to Top of Setting Up Your Artwork
|
|
Q.
How should I set up 1 or 2 color jobs?
A. Files should be submitted as vector EPS files with all fonts converted
to outlines. Each color should be kept in a separate layer so we can
separate the colors for production. Please do not send us PDF files
or files created in CMYK if you are printing more than one color.
PMS colors should be specified on your order form, and in the files
if possible. It is a good idea to submit your original application files along with the EPS in case there are problems with your art. You should make sure to include all printer and screen fonts as well as any images used.
Back to Top of Setting Up Your Artwork
|
|
Q.
Is there a Prepress checklist that I should follow?
A. Yes, please click here
to view our prepress checklist. This can also be found in the General Information section of the site.
Back to Top of Setting Up Your Artwork
|
|
Q.
What resolution should the art be designed at?
A. Your files should be designed at a resolution of 300 dpi. Failure to do so may cause your printed piece to look blurry. Please note that increasing the resolution of a flattened low resolution image will not increase the quality. This may actually cause the image to look more blurry.
Back to Top of Setting Up Your Artwork
|
|
Q:
My image is 72 dpi. Is that okay?
A: No. Most graphics that you will see on the internet are 72 dpi,
but when you try to print an image which is created at this resolution,
it will appear pixilated or blurry on the final printed piece Please
be sure that all images and files are created at 300 dpi, to ensure
a clear and sharp image.
Back to Top of Setting Up Your Artwork
|
|
Q.
What is ‘Win Zip’ or ‘Stuff-It”?
A. If you are using a MAC, you can use Stufit. If you are using a
PC, you should use Win Zip to compress your digital files. Compressing
your files will reduce their size and make them safer to transfer
through the internet.
Back to Top of Setting Up Your Artwork
|
|
| Q.
Will compressing my files using Win Zip or Stuff-It diminish the
quality of my artwork?
A. No. These compression programs allow you to uncompress your files
without affecting the quality of the artwork. Please note that this
should not be confused with compressing your artwork in a BITMAP
formats such as JPEG or TIIF.
Back to Top of Setting Up Your Artwork
|
|
Q.
If my image is 72 dpi, should I increase the resolution to 300 dpi?
A. No, if you have already compressed your file as a JPEG or other
bitmapped image, increasing the resolution will not improve the clarity
of the image.
Back to Top of Setting Up Your Artwork
|
|
Q.
Should I include fonts or images with the artwork?
A. If you are sending an Illustrator file, all fonts should be converted
to outlines, thus avoiding the necessity of sending fonts. If you
are sending Quark, Pagemaker, or InDesign files, we prefer that you
save your file as a PDF. If you are not able to, you should send the
native file, as well as all screen and printer fonts, and all images.
All images should be 300 dpi, CMYK files.
Back to Top of Setting Up Your Artwork
|
|
Q.
Should I submit my art in CMYK color or RGB?
A. In order for us to print your art in full color, art should be
saved in CMYK color. Full color printing presses use CMYK color, and
RGB color is used for display on computer monitors and television
screens. An image that is in RGB mode is optimized for display on
your computer monitor. In order for us to print in full color, the
art must first be converted to "CMYK". There are some colors
which a computer monitor can display which are impossible to print
using the standard four color process. Most notably, certain vibrant
deep blues and rich reds are difficult if not impossible to match
on press. In order to print properly, any image files that you supply
for CMYK printing must be in CMYK mode. RGB files will look good on
screen, and they will even look good when printed on many of the desktop
color printers on the market today, but they will not print correctly
on a full color printing press.
Back top Top of Color |
|
Q:
Will my printed job look exactly like it does on my computer monitor?
A. No, because computer monitors display RGB colors, even if the file
is a CMYK file, your printed job will not appear exactly as it does
on your computer monitor. If color is critical on your job, we recommend
that you either provide us with an accredited proof or previous printed
piece so that we can match the colors, or that you purchase a color
proof from us before your job goes to press.
Back top Top of Color |
|
Q.
What is your ‘recommended black’?
A. Small black text should be set up as a pure black: C=0%, M=0%,
Y=0% and K=100%. If you are using a rich solid rich black, we recommend
that you use the following percentages: C=40%, M=0%, Y=0% and K=100
Back top Top of Color |
|
Q.
What do direct mail services include?
A. Direct mail services include ink jetting of addresses, sorting,
CASS certification, strapping, tagging and delivery to post office.
Postage is NOT included.
Back to Top of Direct Mail |
|
| Q.
How should I set up my mailing list?
A.
When setting up your mailing list use these guidelines. There should
be a separate field for each of the following: Name, Company Name,
Address 1, Address 2 (if applicable), city, state and zip code.
Back to Top of Direct Mail |
|
Q.
How is postage calculated?
Postage is calculated based on the size and weight of the piece as well as the priority selcted. It is most economical to send a 4" x 6" postcard via 1st Class. However, larger pieces will cost less if you mail via Bulk/Standard mail.
F Please note that we will not be able to provide you with an accurate estimate until we receive your mailing list. Also, the actual postage rate might fluctuate once it is delivered to the post office.
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Q.
How long does it take for mailing service after the job is printed?
A. 2-4 business days as long as we have an order for the mailing services,
a mailing list, and the postage is paid in full.
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Q.
What formats should my mailing list be saved in?
A. We accept ASCII mailing lists, which can be created in Excel, Lotus
123, comma/quote delimited text files, Access, dbases, tab delimited,
or fixed field databases.
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Q.
What is the minimum size that can be mailed bulk mail?
A. The minimum size that can be mailed is 3.5” x 5”.
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| Q.
What is the minimum quantity that can be bulk mailed?
A.
The minimum quantity that can be bulk mailed is 500 pieces.
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Q.
How long will it take for my postcards to be delivered?
A. The length of time that your postcards will take to arrive in your
customers hands varies depending on the mailing priority that you
select. The US Postal Service estimates First Class priority to take
3-5 business days, and Standard/Bulk Mail priority to take 7-10 business
days in transit. However, since bulk mail is considered the lowest
priority mail, it is possible that it may take longer for your mail
piece to reach it’s destination, especially during the holiday
season.
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Q.
What does CASS certification mean?
A. CASS certification stands for Coding Accuracy Support System. This
is a service offered by the US Postal Service continuously updates
and verifies the accuracy of the address information in a mailing.
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Q.
How can I place an order for direct mail services?
A. If you are using our online ordering system, you can place the
order for direct mail services when you place the order for the printing
of your mail piece. You can do this by selecting ‘yes’
in step 5 of the order wizard to the question which asks if you require
direct mail services, and filling out the form which will appear.
If you are mailing in or faxing in an order form, simply state direct
mail services as an additional line item.
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| Q.
When should I submit my mailing list?
A. In order to avoid delays or confusion, mailing lists should be
submitted when placing the order. If your mailing list is not ready
at the time of order placement, you can go back to your order on
our web site and upload it at that time. As a last resort, you can
also e-mail your mailing list to directmail@twigonestop.com with
the job number in the subject of the e-mail.
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Q.
Is there a fee for processing the mailing list?
A. There is no feel for processing your list, as long as we receive
one clean mailing list. There is a $40/hour fee if we need to combine
lists or if we need to readjust the format of your mailing list.
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Q.
How are the fees for direct mail services and the cost of postage
calculated?
A. The cost for direct mail services and postage is calculated based
on the size and quantity of the pieces being mailed, as well as by
the priority of the mailing. If you use a credit card for postage,
there will be a 4% surcharge included on your invoice, to cover credit
card processing fees, as we do not mark up postage costs.
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Q.
How will I know what my exact direct mail services and postage fees
are?
A. In order for us to provide you with an accurate estimate for the
direct mail services and postage, we will need your mailing list.
We will then run the list through our software and we will provide
you with an estimate for the mailing services and for the postage.
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Q.
Do I need my own permit?
A. No, why pay to get your own permit when you can use ours for free?
All we have to do is add our permit to your design before we go to
print.
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| Q.
What is an indicia?
A.
It is a permit imprint that indicates what type of mailing service
you chose, the permit number of the company who holds the permit,
and the location of the post office from which the mail piece is
sent.
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Q.
Do you use labels to address the postcards?
A. No, we will ink jet the address directly on to your postcard or
mail piece.
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Q.
What is the most economical way to mail a 4”x 6” postcard?
A. If you are mailing a 4x6 postcard, you should select First Class
as it is actually more economical than mailing the piece via Bulk/Standard
Rate priority. So why not take advantage of quicker delivery at the
same cost?
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Q: Can I mail
the extras using your permit?
A: No, unfortunately even though the permit information says “US
Postage Paid” it isn’t actually paid until we deliver
them to the post office. If you put them in a regular mailbox they
will not get delivered. However, you can cover the permit information
with a stamp and then mail them.
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| Q.
How can I submit information for a custom design?
A.
You can provide us with all of the information for your design in
step 5 of our online ordering system by selecting yes when asked
if you require design services, and then clicking on the link for
the design information form. You can include all text, provide us
with template numbers, and any other direction. As you proceed through
our order wizard, you will also be able to upload logos, pictures,
and other artwork. Please do not fax us copy for your design as
we prefer that the text be emailed in a text format. We will not
be responsible for spelling mistakes that are not caught during
the proofing process, if text was not provided in a digital format.
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Q.
Do you require a deposit before the design is started?
A. All design work requires a 50% deposit. Orders must be paid in
full before shipping.
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Q.
If I order design services, how long before I can see a proof?
A. 3-5 days after we receive your completed order form, deposit and
design info. Please call us if your job is a rush.
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Q.
Who is your preferred shipping company?
A. Our preferred shipping company is UPS.
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Q.
What does Blind shipping mean?
A. If you are reselling our product and sending it directly to your
customer, blind shipping allows us to ship the product without our
company name as the shipper.
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Q.
What does Drop shipping mean?
A. Drop shipping is when a job is shipped to multiple locations. There
is a $5/shipment fee if you are mailing your job to two or more locations.
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| Q.
Does your turnaround time include transit time?
A. No, our turnaround times include only the time included from
the time that your job is approved for press until the time that
your job is complete and ready for shipping.
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Q.
Do you ship COD?
A. No, we do not ship COD.
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Q.
What methods of shipping do you offer?
A. We ship anywhere in the country via UPS. However, we can ship Federal
Express and Airborne Express, if requested. If you are a local customer,
you may pick up your order Monday thru Thursday between 9am and 7pm
and 9am to 6pm on Friday, once you have been notified that your job
is ready for pick up.
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Q.
Can I use my own UPS/FedEx/Airborne Express shipping account?
A. Yes. Simply provide us with the shipping account number to be billed
when providing us with your shipping instructions when the order is
placed. We will then bill the shipment to your account rather than
to our own.
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Q.
Can I split my order and ship to multiple addresses?
A. Yes, you can. If you know this at the time of your order please
advise us as to how many locations, quantity, shipping priority and
addresses. If you do not know at the time of order please make sure
to inform us that you will let us know and also please make sure that
we have this information at the time we are ready to ship. Drop shipments
to 3 or more locations will incur an additional $5 fee per location.
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Q.
When I receive a paid invoice does that mean my job shipped?
A. No, you will receive a paid invoice after your job has been paid
in full, this does not mean that your job has shipped.
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Q.
When can I get tracking numbers?
A. After a package has been scanned in by the shipping carrier, tracking
numbers will be emailed to the email address we have on file within
four hours. You may also retrieve your tracking number by logging
on to our website. Once you have logged in, you can view existing
jobs. Clicking on the job number will take you to the job details
page. This page contains the tracking numbers, which work as a link
to track your package on the carriers website.
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Q.
Do your prices include the cost of shipping?
A. Prices do not include shipping.
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Q.
How can I submit my shipping instructions?
A. All instructions or changes in shipping must be submitted in writing
via e-mail or fax the day prior to when the job is supposed to ship.
Changes and delays in submitting shipping instructions in shipping
instructions might cause delays in shipping.
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Q.
How can I change my shipping instructions?
A. If your job has not already shipped, you can change your shipping
instructions by emailing shipping@twigonestop.com. The subject of
the email should include your job number. Please be sure to include
your contact information in the body of the email. You may also send
us a fax with the changes. If you have a last minute change, we also
recommend that you call us to inform us of the change.
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Q.
Who is responsible for loss, damage, or delays in shipping?
A. We are not responsible for any loss, damage or shipping delays
caused by a delivery carrier. Claims for damage caused during the
shipping process must be reported in writing and with a phone call
within 1 business day of receipt of the shipment. The carrier will
be coming out to fill out a claim and review the information regarding
the claim. Please make sure the entire contents of the shipment are
available during the time of inspection. If the product is not available,
the carrier may deny the claim. We recommend that you take digital
pictures of your package.
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Q.
How can I obtain shipping costs and transit time?
A. Please call for shipping estimates and in-transit times before
placing your order. Ground shipments can take up to 5-7 working days.
We can only provide cost estimates for products shipping on our UPS
account. If you will be shipping on your own carrier account, we will
be happy to provide you with the information necessary to obtain an
estimate from the carrier, as well as instructions on how to do so.
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Q.
Do I have to prepay for my order?
A. A 50% deposit is required on all jobs over $1,000, as well as all
design jobs. All orders must be paid in full before shipping.
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Q.
How can I pay for my order?
A. We accept all major credit cards, cashiers checks, money orders
and bank transfers. We also accept company checks if you provide enough
time for the funds to clear. For more information, please contact
a sales representative.
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Q.
What if I do not know yet how I want to pay for my job?
A. If you are ordering through our website, just place TBD (to be
determined) in the payment screen. If you are filling out a hardcopy
order form, please note this in the special instructions section.
Please inform us as soon as you know so as not to delay your shipping.
If you decide later to pay by credit card you can go to the downloads
page for a copy of our Credit
Card Authorization form from our online Resource page or you can call us to fax over a copy.
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Q.
Do you require a deposit?
A. Orders over $1,000.00 will be charged a 50% deposit at the time
of processing and the balance will be charged when the job is scheduled
for printing.
All design work requires a 50% deposit before the design is started.
Orders must be paid in full before shipping.
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Q.
At what part of the process is my credit card charged?
A. Our policy is to charge your credit card when the job goes to the
printing department for printing, however if we are doing design work
for you we will charge a 50% deposit before it goes to the design
department and the balance upon design completion. If your order totals
over $1,000.00 we charge you for a 50% deposit at the time of processing
and the balance will be charged when the job goes to the printing
department for printing.
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Q.
Can you ship my order COD?
A. I’m sorry, we do not ship COD.
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Q.
Do you offer 30 day terms?
A. I’m sorry we do not, as per company policy, we are a prepay
company. All orders must be paid in full prior to shipping.
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Q.
Why do you charge a surcharge if pay for my direct mail postage with
a credit card?
A. We charge a 4% surcharge if direct mail postage is paid with a
credit card to cover the cost of the credit card processing fees,
as we do not mark up postage.
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