FAQ

FILES
1. What is CMYK? Why do files have to be in CMYK mode?
CMYK stands for cyan, magenta, yellow and black (key). These 4 colors make up the color model used in printing. On the other hand, RGB stands for red, green and blue and are used in digital platforms. Many of the digital images you see online are in RGB mode. RGB colors cannot be perfectly reproduced in CMYK, which becomes an issue in printing; the colors you see on your screen can look different when actually printed. Therefore, we ask that your files always be in CMYK mode. Please note that we are NOT responsible for color variations due to incorrect color modes.

2. What is resolution and what does dpi mean?
Resolution refers to the number of pixels in an image. DPI, which stands for dots per inch, is a metric used to calculate resolution in printing. As a general rule of thumb, it is best to create design files with the resolution of 300 dpi (or higher) for all image files and be appropriately sized. Lower resolution and size will result in the images looking pixelated. An easy way to check if your image file is appropriate for printing is to zoom in on the image and see if the image still remains clear.

If you are uploading your own completed design file, please have a minimum of 100 dpi at 100% of the actual print size. For optimal quality, we highly recommend 300 dpi at 100% of the actual print size. For large prints such as the step & repeat banners, a resolution of 300 dpi or higher at 25% to 50% of the final print size is adequate.

3. What is vector image and why do I not need to worry about dpi?
Vector images (file types: EPS, AI, SVG, etc) are created using mathematical formulas. On the other hand, raster images (files types: JPG, JPEG, GIF, PNG) are created using colored pixels. As a result, if you try to stretch a raster image too much, you’ll notice that the quality of the image diminishes. In contrast, the quality of the vector files is not affected by sizing due to the mathematical formulas used to create the file. If you are using a vector image, you do not need to worry about the dpi or resolution. Please note that simply changing the extension of your file will NOT make the file into a vector.

Summary:
– Files must be in CMYK mode
– Image files (such as your logo image) must have a dpi of 300 or higher unless it’s a vector image file
– Your own design files: 300 dpi at 100% of the final print size produces optimal quality. For large prints: 300 dpi at 25% to 50% of the final print size is adequate

4. File Type:

We accept image files including: JPG, PNG, PDF, TIF, PSD, AI, EPS, and SVG.

ORDER PROCESS

1. What is the order process and how long does it take?
First, submit your order by either uploading your own completed design file or creating your own design using our designer tool.

After we receive your order and your payment has been processed, a proof will be sent to your email within 1 or 4 hours during business hours. The proof process may vary depending on the quantity of the order and the correspondence between you and the customer service representative. If you submit your order outside of business hours, your proof will be sent the following business day. Please take a close look at the proof to see if you would like any revisions, if necessary.

You must respond to our email letting us know you have approved the proof. Our team will ONLY begin production after we have received your written approval; production occurs during business hours only. Please note that once we have received your email of approval, you may not request additional revisions at this time.

After our team has printed your design, we will ship out your final product on the same business day or the next business day depending on the time of completion. Delivery time will depend on the shipping option you have chosen at checkout.

2. Does my card get charged when I submit my order or when my order is shipped out?
Your credit or debit card will be charged when you submit your order.

3. I am having difficulty submitting my order. What do I do?
If you are experiencing technical difficulties, please call customer service and we will be able to assist you. You may also email your file(s) with information regarding the product you want (i.e. step & repeat banner), size, finishing options, etc. and a representative will be able to provide assistance.

**This excludes brokers. Please refer to Brokers’ Terms of Use.**

4. I accidentally submitted my order but I am not finished with my design! What do I do?
No worries, this is why we have the proof process. When we email you your proof, you may request revisions at this time. Once you are happy with your design, please email us saying you approve and ready for your design to go into production.

**This excludes brokers. Please refer to Brokers’ Terms of Use.**

5. How long do refunds take?
The time it takes for a refund to be posted on your bank or PayPal account will vary. If you paid using a credit card or debit card, refunds generally take several business days. However, some financial institutions may wait up to 30 days to post your refund on your account. If you paid using your PayPal account, refunds are generally processed quicker but may vary depending on their terms and conditions.

SHIPPING

1. I submitted my order, paid, and approved my proof by email. When will it be shipped?
Once you approve your proof by email, our team will print and ship out your order the same or next business day depending on the quantity of the order. The turnaround time varies for different products. Please refer to the product description to determine the turnaround time. Our business days are Monday through Friday from 9 am to 6 pm. Please note that this is the general timeline that most orders follow; there is always a small chance of delay due to various factors that may be out of our control such as file errors, weather not permitting shipment, etc. Once shipped, you will receive an email with your tracking number which can be used through the Fedex website.

2. I wrote in the wrong address. What do I do?
After you submit your order, please call us at (678) 878-4003 or email us at sales@bannerNprint.com to have your address updated during business hours. As long as we have not shipped out your order, our customer service representative will be able to change your address for you. Once the label has been printed and picked up from our location, we will NOT be able to modify the address.

3. I saw that my order was shipped out. How long will delivery take?
We ship all orders via FedEx. Delivery time will depend on what the method of shipping you chose at checkout. Please follow your tracking number for updates on your shipment. This can be done through the FedEx website. We are NOT responsible for shipment delays due to weather, traffic, logistical issues, and we are NOT responsible for lost/stolen/damaged packages. Please file a claim with FedEx if you believe your package was lost/stolen.

PRODUCTS
1. What are the finishing options and what do they mean?
Banners such as the Step & Repeat banner has finishing options that are free of charge. The 4 different types we provide are:
-Grommets which are metal rings inserted at the top and bottom of the banner to allow you to easily hang the banner
-Pole pockets are looped pockets at the top and bottom to allow you to insert the poles of a stand
-Hem only means the banner is sewn around the edges to prevent unraveling
-Clean cut means the banner is simply cut with no hemming

If you are purchasing a stand from our website, pole pockets top and bottom will be your finishing option you need.

Have more questions? Contact us at (888)-874-4003 or  sales@bannerNprint.com and we will be more than happy to assist you!