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Frequently Asked Questions (information is subject to change without notice)

Turnaround Times

General Questions

Pricing

Additional Services for Print Projects

Order Status

Workflow process

File preparation and Upload

Design Services

Shipping, Sales Tax and Delivery

Returns

Payment and Billing

Recycled Printing

General Questions

1. Where are you located?
2. Can you send me Free Samples?
3. What printing process do you use?
4. Can I request spot color?
5. Can I write or print on UV coating?
6. What kinds of varnish (coating) do you use?
7. I really like your services but I need to print something that is not listed on your web site. Can you print products that are not listed?
8. Do you print exact quantity as ordered?

Pricing

1. Do you charge for file proofing?
2. I placed an order online but didn't pay yet. For how long will my price be valid?

Additional Services for Print Projects

1. What additional service do you offer for print project?
2. Can I order business cards and/or other products with rounded corners?
3. Do you offer foil stamping?
4. What colors foil stamping do you offer?
5. Do you offer scoring?
6. Do you offer embossing?
7. Do you offer perforation?
8. Can I add numbering to my print order?
9. How to add additional services to my order?

Order Status

1. How do I check the status of my order?

Workflow process

1. Place your order; 2. Upload your files; 3. Proof your files; 4. Pay invoice; 5. Receive your order; 1. How do I place an order on your web site?
2. What is reCAPTCHA/CAPTCHA/those strange distorted letters? Why do I have to type them to place my order?
3. I placed an order but then realized I made a mistake. How do I make changes to my order?
4. Ok, I placed a print order, what is next?
5. I uploaded my file but realized it was a wrong file. I tried to upload another file but I got a message that file uploads for my order are disabled. What is going on?
6. Ok, I uploaded my files. What is next?
7. I uploaded my files but I want you to place them into print template for me. How much does it cost?
8. Digital proof for my order looks great so I accepted it. What's next?
9. What if I don't want to pay online? What other payment methods you accept?
10. Can you send me a sample of my print order so I can decide if I like it or not?
11. I accidently removed my Confirmation email. How can I recover it?
12. How do I place an Order Support Request for my order?

File preparation and Upload

1. What file formats do you accept for print orders?
2. What is minimum accepted file resolution?
3. When preparing my print-ready files, what size should I build my file to?
4. What is the required bleed?
5. What if my print product doesn't require bleed?
6. How do I prepare files for trim?
7. Safe zone, cutting tolerance and borders
8. Do you have print templates I can use to make sure my files print correctly?
9. I can't find print template for a product I need to print. What should I do?
10. Can you place my files into print templates for me?
11. How to prepare files for spot UV / embossing / foil stamping?
12. What are limitation for embossing / foil stamping / spot UV for silk laminated cards?
13. My artwork has borders. How should I prepare artwork to make sure borders look even after trim?
14. What is maximum file size for web site file uploads?
15. I can't upload my file because my file size is bigger then 30M or I can't upload my files because of other reasons (for example, slow Internet connection). What should I do?
16. How should I prepare/design my artwork to insure the best color?
17. What to consider preparing/designing artwork for silk lamination?
18. What to consider preparing/designing artwork for poly frost cards and transparent stickers?
19. Should I flatten transparencies?
20. Should I turn off overprint?
21. Folding Requirements
22. Scoring Requirements
23. Perforation Requirements
24. Numbering Requirements
25. Samples & Instructions (Scoring, Numbering, Perforations)
26. Envelopes

Design Services

1. What can you design for me?
2. Do you design everything from scratch?
3. Can I keep files you design?
4. Who owns the files after project is completed?
5. I want you to design a logo for me. What files will I get when project is completed?

Shipping, Sales Tax and Delivery

1. How much do you charge for shipping?
2. Can I track my order after it was shipped?
3. What if I need my order faster than standard delivery time?
3.1 How standard turnaround times are calculated? What is cut off time?
3.2 How rush printing turnaround time is calculated? What is cut off time?
4. Why do you charge sales tax for California customers? Can sales tax be waived?
5. How fast will you ship my order?
6. Do you deliver to P.O. Boxes?
7. I'm located in San Francisco Bay Area. Can I come to your office and pick up my order?
8. Shipping Errors and Lost Packages.
9. Incorrect Shipping Address.
10. I placed an order but I want to receive my order faster or change my shipping address. Can you change shipping method or address for my order?

Returns

1. Can I cancel my order?
2. What if I am not satisfied with my order?
3. What is your return policy?

Payment and Billing

1. What payment methods do you accept?
2. Do you accept PayPal payment?
3. Do you accept money orders and cashier's checks?
4. Is it safe to pay on your website?

Recycled Printing

0. Can I order Recycled Products on your web site?
1. What paper do you use for Recycled Products?
2. Can I order products on 100% Post-Consumer paper?
3. What inks do you use for Recycled Products?
4. Can I download "Recycled Paper" and "Vegetable-Based Inks" logos from your web site to place on my product?
5. What coating do you use for Recycled Products?
6. What printing technology do you use for Recycled Products?
7. What is the difference between soy-based inks and vegetable-based inks?

General Questions

Where are you located?

Our main office is located in Santa Clara, CA.

Can you send me Free Samples?

Yes, we'd be glad to send you free samples of our print products. Please, click here to order samples.

What printing process do you use?

All of our products are printed using a four-color (CMYK) process. Color density less than 15% may not print.

Can I request spot color?

No. We print using a 4-color process, meaning that all of our products are printed with Cyan, Magenta, Yellow, and Black inks. We do not use any inks other than CMYK.

Can I write or print on UV coating?

No. If you need to write on the surface, please, select product with silk lamination, special paper or uncoated. For most products we offer UV coating on Front side only free of charge. Please, submit Order Support Form after you place an order and indicated that you don't need UV coating on back side of your product.

What kinds of varnish (coating) do you use?

Depending on what product you are ordering, it will have aqueous coating, UV coating, silk lamination or uncoated.

I really like your services but I need to print something that is not listed on your web site. Can you print products that are not listed?

In many cases the answer is YES! There are many different print products, and some of them are more popular than others. While working on our Project-Era.com site, we decided to start with popular product selections to speed up work on the website. For example, many people order 4"x6", 5"x7" or 6"x9" postcards but much less people order postcards 2.75"x8.5" or 8.5"x11". We still can print them and offer great pricing and the same great quality! If you need something that is not listed as individual product, please, fill out our Custom Print Form and we will let you know what we can do for you. If you enter your shipping ZIP code into the form we will even include an accurate shipping price and list of available shipping options for your location. We're constantly adding new selections.

Do you print exact quantity as ordered?

The shipping quantity of each job is very accurate. However, 10% overrun or under run is possible and within industry standards of being an acceptable shipment. Please take this into account when ordering an exact amount. It is recommended that you get more than needed due to this standard.

If you order mailing services together with printing, your job will be ran as custom job and we will print exact quantity as requested.

Pricing

Do you charge for file proofing?

We don't charge for digital proof available for preview on our server.

I placed an order online but didn't pay yet. For how long will my price be valid?

All prices are subject to change without notice. Your price is not guaranteed until you pay for your order. If our pricing changed after you placed your order but before you paid for it, we may or may not honor old pricing at our discretion.

Additional Services for Print Projects

What additional service do you offer for print project?

We offer the following services for additional cost: rounded corners (you can select what corners you want to be rounded), die cutting (from the numerous stock dies), custom die cutting, foil stamping, scoring, embossing, perforation, numbering. We offer a lot of products printed on different types of paper with different finish. Additional services are only available for select products. Let us know what you need and we will provide a quote for your print job.

Can I order business cards and/or other products with rounded corners?

Yes. We offer rounded corners for business cards, postcards, flyers and some other products.

Do you offer foil stamping?

Yes, we offer foil stamping for select products.

All Foiling is done "blind" meaning after the cut so it may shift up to an 1/8th of an inch. Please compensate for this on your artwork and keep art simple. Do not align artwork against or under the foiling due to this shift. All foiling must be with in the safe area and can not bleed over the edges. Avoid using thin fonts and thin lines. Foiling is a delicate process and due to the limitations certain point sizes may not register (Recommended minimum 10pts or above depending on font).

When creating a foil mask you must create a separate file along with your regular artwork. This file must be at 100% CMYK black (no other colors, gradients, or shading) and white. The black will represent where the foil will be placed almost like a template over your artwork. Anywhere white will not be foiled. Foiling is also done only on one side of the paper and can not be done on both and is limited to certain paper stock.

If you have foiling with UV please keep the foil 1/8" from any UV. If UV is placed under any of the foiling it will tend to flake off so please check your artwork carefully.

What colors foil stamping do you offer?

We offer foil stamping in the following colors (you can only select 1 color for foil stamping):
- Gold
- Silver
- Red
- Green
- Blue

Do you offer scoring?

Yes, for some products.

Do you offer embossing?

Yes, for some products.

All embossing is done "blind" meaning after the cut so it may shift up to an 1/8th of an inch. Please compensate for this on your artwork and keep art simple. Do not align artwork against or under the embossing due to this shift. All embossing must be with in the safe area and can not bleed over the edges. Avoid using thin fonts and thin lines. Embossing is a delicate process and due to the limitations certain point sizes may not register (Recommended minimum 10pts or above depending on font).

When creating an embossing mask you must create a separate file along with your regular artwork. This file must be at 100% CMYK black (no other colors, gradients, or shading) and white. The black will represent where the embossing will be placed almost like a template over your artwork. Anywhere white will not be embossed. Embossing is also done only on one side of the paper and can not be done on both and is limited to certain paper stock.

Do you offer perforation?

Yes, for some products.

Can I add numbering to my print order?

Yes, you can add numbering to some products.

How to add additional services to my order?

If you need foil stamping, numbering, scoring, perforation, embossing, rounded corners, Rush Printing or Rush Delivery added to your order, please email or call us to make sure these services are available for a product you need. Then, after you place an order, you will receive an email with a link to Order Request Form. Place an Order Request Form with information about additional service(s) needed.

Order Status

How do I check the status of my order?

You can access your order details at any time through "Order Status" link in your order confirmation email. Bookmark this link for easy access.

Workflow process

How do I place an order on your web site?

Left navigational menu on our web site lists the product (print and design) we offer. Print Order allows you to specify size, type of paper, colors (front/back), quantity and other specifics of your order. You can check price of particular selection by pressing "Check Price" link. After you selected everything you need, press "Continue to Order Form" button. You will be redirected to Order Form page where you will be asked to verify your order details and enter you contact information. In order to place an order, you will have to complete reCAPTCHA challenge. Some reCAPTCHAs are too distorted and hard to guess, just press Refresh/Reload to try another one. When you order is placed successfully, we will email you an Order Confirmation email with links to File Upload page, Order Status page and Support Request page. Please, save your Order Confirmation email. It contains unique information for your order. If you accidently delete this email you will have to contact us in order to recover your unique order information.

What is reCAPTCHA/CAPTCHA/those strange distorted letters? Why do I have to type them to place my order?

A CAPTCHA is a program that can tell whether its user is a human or a computer. You've probably seen them - colorful images with distorted text at the bottom of Web registration forms. CAPTCHAs are used by many websites to prevent abuse from "bots," or automated programs usually written to generate spam. No computer program can read distorted text as well as humans can, so bots cannot navigate sites protected by CAPTCHAs. By using reCAPTCHA, we're fighting SPAM and helping to digitize books! Learn More

I placed an order but then realized I made a mistake. How do I make changes to my order?

It depends on what type of changes you'd like to make. You'll have an option to change billing/shipping address when you pay your order invoice. For any other changes, please submit a new order. If you uploaded your order files but then realized you want to print different quantity, please place a new order and let us know your previous order number for which you already uploaded files. It will make processing of your order faster.

Ok, I placed a print order, what is next?

Next step is to Upload you order file(s). Your Order Confirmation email contains a link to File Upload page. Please, check you files before uploading. Max. upload file size is 30M (for each file in case you need to upload front and back files). Upload time depends on file size and speed of your Internet connection and may take a while so please be patient. If your files are too big, Internet connection is slow or you can't upload your files for any reasons, you can send us your files on CD/DVD. Please, include your name and order number with your package. Our mailing address is
Group Era
P.O.Box 1771
Cupertino, CA 95015-1771

I uploaded my file but realized it was a wrong file. I tried to upload another file but I got a message that file uploads for my order are disabled. What is going on?

Since it takes time for us to download, check and prepare digital proof for your files, we want to make sure we're working with correct files. If you upload another file while we're checking previously uploaded file, we may end up with a wrong digital proof and it will slow down your order processing. That's why if you need to replace uploaded files, you have to let us know first. Please, send us Support Request (use a link to your order Support Request we sent you in your Order Confirmation email) and let us know what file you would like to replace. We will update your order status and allow file uploads.

Ok, I uploaded my files. What is next?

Next we will prepare digital proof for your order in JPG format. We will post proof file on your order status page and send you e-mail notification as soon as proof is ready. When you review your proof file, you'll have an option to Accept or Reject your order proof. If there is something you don't like on the proof, you have to Reject the proof, make changes in your files and upload updated files. When you Reject your proof, your order file uploads will be automatically enabled so you can upload new files at any time. If your order is double-sided, you'll have an option to Reject only one of the sides. If you believe your files are correct but we did something wrong while preparing a digital proof, please, send us Support Request with explanation of your concerns. If you like everything in digital proof, please, Accept it in order for us to continue processing your order.

I uploaded my files but I want you to place them into print template for me. How much does it cost?

Please, don't forget to check "Place my artwork into template" option! That's how we know that you want us to place your files into print template. We have to review your files before we can tell you how much it will cost. Price depends on how your files are created and type of product. We will tell you additional cost before doing anything to your files so you can decide to use our services or find third-party designer to place your files into print template.

Digital proof for my order looks great so I accepted it. What's next?

Next you have to pay for your order. We will prepare an invoice that includes printing price, cost of shipping and sales tax (if you're located in California). We will send you an email with payment instructions. We will also place a Payment button on your Order Status page so you can pay online. We accept payments via Visa, American Express, MasterCard, Discover credit cards, debit cards and PayPal.

What if I don't want to pay online? What other payment methods you accept?

You can pay with your credit card over the phone. Order exceeding $200 may require an authorization form and copy of credit card and Driving license (a valid photo I.D).

Can you send me a sample of my print order so I can decide if I like it or not?

We only offer digital proof for most products at this time. Please, order a small quantity before placing an order for large quantity if you'd like to see how your order will print. Or you can request our Free Samples package which includes samples of different print products on different paper.

I accidently removed my Confirmation email. How can I recover it?

Please, contact us over email or phone and we will resend your Order Confirmation email to the same email address.

How do I place an Order Support Request for my order?

Please, use "Support Request" link we sent you in your Order Confirmation Email.

File preparation and Upload

What file formats do you accept for print orders?

We accept .TIF, .TIFF, .EPS, .AI, .PSD, .JPG, .PNG & .PDF file formats.
All file formats must have a minimum of 300 dpi (dot per inch) resolution.
All files should be sent in CMYK. All files submitted in RGB are automatically converted to CMYK.
To avoid problems caused by missing/incorrect/damaged fonts, all fonts must be attached or outlined.

Illustrator Format: Make sure to flatten all transparencies in your document. All text must be converted to outline before submitting your artwork.

EPS Format: Make sure to flatten all transparencies in your document. All text must be converted to outline before submitting your artwork.

Adobe Photoshop Format: Please flatten all files before submitting at a minimum of 300 DPI and maximum of 1200 DPI with line art.

PDF Format: This method is preferred since its the industry standard to work with. Acrobat 4 or version 1.3 is recommended since it works to prevent transparency issues. All transparencies should be flattened before hand to further prevent any errors during printing (See Transparencies for more information). Also set your the quality to press quality. Certain fonts may not work well with PDF formats such as CID fonts so we do require all fonts to be outlined or the file flattened before you convert to a PDF.

JPEG: Make sure that you have a minimum of 300 DPI and a maximum of 1200 DPI with line art. When using a jpeg format please be aware that a slight quality difference may occur due to the compression it uses.

TIFF: Make sure that you have a minimum of 300 and a maximum of 1200 DPI with line art.

What is minimum accepted file resolution?

All file formats must have a minimum of 300 dpi (dot per inch) resolution.

When preparing my print-ready files, what size should I build my file to?

Please build your files to bleed size by adding 0.125" to each dimension.

What is the required bleed?

Our bleed is 0.125" added to each overall dimension. Files not built correctly may delay the order, or may add costs.

What if my print product doesn't require bleed?

We require ALL files to be built to the full bleed dimension specified for each trim size. We automatically trim 0.125" off of each dimension, which will result in the desired trim size.

How do I prepare files for trim?

Simply add 0.125" to each dimension of your digital layout. Example: a 5" x 7" postcards would have a bleed size of 5.125" x 7.125".

Safe zone, cutting tolerance and borders

SAFE ZONE: All critical elements (text, images, logos, etc.) must be kept at least 0.125" (1/8") inside the edge. Anything left close to edge may be cut off during trimming.

BORDERS: Please allow 1/16" cutting tolerance around your card. We recommend no borders due to shifting in the cutting process, borders may appear uneven. If you need border around the edge, please make it at least 0.25" wide on each side, otherwise your borders may look uneven after cutting.

Do you have print templates I can use to make sure my files print correctly?

Yes! We have templates in Adobe Illustrator (.eps), Adobe Photoshop (.psd) or PDF formats for most of the print products we offer.

We also have generic template that shows bleed and safe area requirements.

If there is no template for particular product/size, add 0.1" bleed to each dimension of you artwork and don't place any important elements (logos, text) inside 1/8" safe area from trim edge.

Or you can contact us and we'll email you a template you need in the file format you need.

I can't find print template for a product I need to print. What should I do?

We're trying to prepare printing templates for all products we offer. Sometimes we add new products faster than we prepare printing templates for them. If you don't see a template for a product you need, simply add 0.125" bleed to your artwork (add 0.125" to each dimension). Text or any important images should be at least 0.125" (1/8") from the edge of your artwork. If your artwork has borders, make sure all borders are at least 0.25" on each side, otherwise your borders may look uneven after cutting.

Can you place my files into print templates for me?

Yes, we will be glad to place your files into a template for you, just select this option when you place your order. Price for this optional service depends on complexity of your files and amount of work needed. We will give you an exact price after we review your files.

How to prepare files for spot UV / embossing / foil stamping?

The way you should set up your files for spot UV, embossing or foil stamping is to place spot UV, emboss or foil design in a separate file. The spot UV/emboss/foil file should have only one layer with white background and contain only what is to be spot UV/emboss/foil in 100% CMYK black. Then archive both files (main artwork and spot UV/emboss/foil file) and upload. Or you can email us spot UV/emboss/foil file(s) separately, don't forget to include your order number.

Please, keep in mind that while embossing, spot UV and foil stamping can be used in the same design, embossing, spot UV and foil stamping cannot be applied to the same area.

Embossing and foil stamping cannot be used on products printed on paper with UV coating.

We do not recommend using multiple services that put too much stress on the paper. When combining two or three of these services certain imperfections may appear due to this stress. Foiling may flake, embossing may not show up as clear, and the UV may crack. Please be aware of this when creating your artwork.

If you have foiling with UV please keep the foil 1/8" from any UV. If UV is placed under any of the foiling it will tend to flake off so please check your artwork carefully.

What are limitation for embossing / foil stamping / spot UV for silk laminated cards?

Embossing and foil stamping cannot be used on products printed on paper with UV coating.
Embossing and foil stamping can be applied to front side only.
The maximum allowable paper size for the product is 3.5" x 2".
The maximum allowable foil stamping area is 3" x 1.5".
The maximum allowable embossing area is 2" x 1.5".
The maximum allowable spot UV area on silk laminated cards - 40%.

My artwork has borders. How should I prepare artwork to make sure borders look even after trim?

If your artwork has borders, make sure all borders are at least 0.25" on each side, otherwise your borders may look uneven after cutting.

What is maximum file size for web site file uploads?

The maximum web upload file size is 30M.

I can't upload my file because my file size is bigger then 30M or I can't upload my files because of other reasons (for example, slow Internet connection). What should I do?

You can send us your files on CD/DVD. Please, include your name and order number with you CD/DVD and mail it to us. Our mailing address:
Group Era
P.O. Box 1771
Cupertino, CA 95015-1771

How should I prepare/design my artwork to insure the best color?

The biggest limitations of the gang run process is color. It is difficult to maintain control of color because there are many jobs on one sheet. Therefore it is impossible for any printer using a gang run process to be able to guarantee color output. This cannot be emphasized enough!

Due to an industry wide gang run limitation we do not guarantee color and a shift in color may occur.

Please make sure all files are in CMYK mode. We do not use any spot colors or Pantone colors (except for select custom envelopes) and they must be converted to CMYK before uploading through our website. If you use RGB or any other mode aside from CMYK there will be a color shift. Please start and finish all artwork in CMYK mode.

Check your values carefully before submitting any artwork. Certain colors may look differently on your computer screen or personal printer (even printers that are in CMYK) compared to when its printed on our offset printers. We highly recommend using a process color guide to help you choose your colors to lessen the chance of a color shifting. Your print may also vary from printer to printer due to the press model, paper stock, and calibration.

Over saturation of black can lead to many complications on your order. It may cause the UV to not be applied well and cause your order to become splotchy due to improper drying. To prevent this we recommend using a printers black due to its low saturation but still offer a rich black. Cyan: 40 Magenta 30 Yellow: 20 Black: 100

What to consider preparing/designing artwork for silk lamination?

Orders on silk lamination will tend to cause artwork to be slightly darker or greyer so we do advise orders placed on silk to be lightened (about 10% to 15%) before submitted. However, there is no guarantee that your colors will turn out correctly. Some color shift is to be expected due gang run limitations.

We offer optional spot UV for silk laminated papers. 10pt silk laminated paper can have spot UV only on front. 15pt silk laminated paper can have spot UV on front and on back. Spot UV area should not exceed 40%.

What to consider preparing/designing artwork for poly frost cards and transparent stickers?

100% white color will not be printed and card/sticker will be left transparent in that area. So please use 100% white color in the areas where you want "full" transparency. Both poly frost cards and transparent stickers are "see through" so most colors will be somewhat transparent, use of dark colors is recommended.

Rounded corners are available. Rounded corners are recommended for poly frost cards since square corners could be sharp.

Should I flatten transparencies?

Make sure to flatten all transparencies in your document. We recommend to avoid using glows, shadow effects, and transparent objects.

Should I turn off overprint?

Turn off overprint on your artwork. Overprint can cause unexpected results on the final product so please check carefully before submitting.

Folding Requirements

All folds may come standard with our brochures and no custom folds are allowed. Please compensate for a shift that may occur during the folding process (up to an 1/8"). All artwork should be within the safe area between each panel that is folded. Artwork that is exactly lining up against these fold lines is not recommended due to this limitation. When creating something like a greeting card or folded business card remember to check the orientation before submitting. We highly recommend referring to our templates to see the orientation of each panel.

Templates are available on our website. Please remove the template before submitting your artwork.

Scoring Requirements

A score is a crease made in a sheet made of a heavy stock paper to eliminate cracking and to facilitate a straight and accurate fold. Scoring is available for select products. Please be aware that a slight shift in the score may happen during the scoring process (up to an 1/8"). Artwork that is exactly lining up against these score lines is not recommended due to this limitation.

You may have up to two scores done on one product (available for select products only). The score can not be in different directions and must run parallel to each other. There must also be a minimum of 1.5" distance between each score. When uploading artwork with a score do not put instructions on the artwork or they may get printed. Instead please send us a separate instructional file to info@project-era.com.

Perforation Requirements

A perforation is a series of small holes done to a sheet of paper so that a section can tear easily over a straight line. Perforation is available for select products. Please be aware that a slight shift in the perforation may happen during the perforation process (up to an 1/8"). Artwork that is exactly lining up against these score lines is not recommended due to this limitation. You may have one score done on one product. When uploading artwork with a score do not put instructions on the artwork or they may get printed. Instead please send us a separate instructional file to info@project-era.com

Numbering Requirements

Numbering is available for select products. When using numbering please lighten a box over the area you wish to have numbered. The dimensions of the box should be .75 x 3/8". If you have two sets of numbers leave at least a space of 2.25" between the two boxes.

If you have a spot UV on the side that has the numbering on it please leave a space so the numbering can be printed properly. If you have foiling or embossing done to please have it at least 1/8" away from the numbering.

Samples & Instructions (Scoring, Numbering, Perforations)

Avoid sending proofs or samples along with artwork or within layers or it may get printed. If you wish to send us instructions on numbering, perforations, or scoring please send those files to info@project-era.com.

To set up a perforation, scoring and/or numbering instruction you would send us a copy of the front artwork faded out by 50% then add a dashed line where you want the score or perforation to be. Please put in bold red over the dashed line PERF or SCORE. Where you wish to put the numbering place a white box with the number you want to start at. Include in the email the job number so we can reference your order and on the header type in SAMPLE INSTRUCTIONS.

Please be aware that the scoring and perforations may shift during this process up to an 1/8".

Envelopes die cuts

Our envelope paper stock is "uncoated". We recommend you not use colors with high color density (dark colors - black, purple, blue, brown, etc). Dark colors tend to get soaked into the paper if their color values are too high. For best results, use light colors.

There is possibility of up to a one-sixtheenth of an inch shift on the envelope die cuts. Please, keep this in mind while preparing your envelope files for printing

Design Services

What can you design for me?

We design logos, stationery (business cards, envelopes, letterhead), marketing materials (brochures, catalogs, postcards, flyers, posters, magazine and newspaper ads, presentation folders), annual reports, sales sheets, CD/DVD covers, inserts, product packaging, banners, signs, web sites... If you don't see your project in the list - ask us, if it's related to graphic design, we most likely can do it!

Do you design everything from scratch?

Yes! All our designs are unique! We do not use any clipart or pre-designed solutions. Our designers will work on your project and create unique graphics you love!

Can I keep files you design?

Absolutely! After project is completed, we will send you all project files (depending on the project type, it'll be artwork files, print-ready files, web-ready files, black-and-white files...). You can make any changes or print them at any print shop, no restrictions! You can find some low cost design services online, but please read the fine print, in many cases you don't own files after your project is completed, you can only print them at that particular print shop and you are even charged online storage fee!

Who owns the files after project is completed?

You do! You paid for design work, all files will be yours after project is completed and paid for.

I want you to design a logo for me. What files will I get when project is completed?

All logo packages include the following logo files:
logo artwork in Adobe Illustrator format (AI), EPS, PDF, JPEG 300dpi, JPEG 72dpi, in both color and b/w.
If you need your logo in any additional format, please let us know and we will include this file in your logo delivery package free of charge.

Shipping, Sales Tax and Delivery

How much do you charge for shipping?

Shipping price depends on actual weight of printed order and destination. We will let you know exact shipping charge when we prepare an invoice for your order. We ship all orders with UPS.

Can I track my order after it was shipped?

Yes. We ship all orders with UPS and provide tracking number as soon as order is shipped. Tracking information is available in 24 hours after order is shipped.

What if I need my order faster than standard delivery time?

We offer on demand rush delivery options. Please, let us know via Order Support Request that you need rush delivery and we'll give you a list of available delivery options for your order.

How standard turnaround times are calculated? What is cut off time?

Please, add 2 business days during Holiday Season

Your order should be finalized (order placed, files uploaded, print proofs approved and payment received) before 11 am in order for it to be included in next day print run.

Here you can see standard turnaround time for different types of products - How fast will you ship my order?

If, for example, your 14pt glossy with UV business cards order was approved for printing Monday at 10am, it will be included into Tuesday's print run. This type of business cards takes 3-7 business days to print so your order will be shipped between Friday same week and Thursday next week.

How rush printing turnaround time is calculated? What is cut off time?

Please, add 2 business days during Holiday Season

Your order should be finalized (order placed, files uploaded, print proofs approved and payment completed) before 5pm in order for it to be included in next day print run. Orders will print in (3) Three Business Days After Approval. They will be shipped on the 4th day. Add 1 additional business day for round corners. For instance, if your order is finalized by Monday, 5pm PST, it will be shipped by Thursday. Please follow up on your order by checking your email - we will contact you via email if there are any problems with your order.

Why do you charge sales tax for California customers? Can sales tax be waived?

We're located in California and required by law to collect California sales tax for orders shipped to California. If you have valid California reseller's permit and going to resell printed materials you order from us, please email or fax us your Reseller's permit and we will not charge you CA sales tax.
We do not charge CA sales charge on design service, we only charge CA sales tax for print orders.

How fast will you ship my order?

Please, add 2 business days during Holiday Season

After your order is approved and paid for, we will send it to print. Print time depends on your order details - product, paper, quantity, add-ons and etc. You order will be ready in:
Business cards, postcards, bookmarks: 3-6 business days.
Door hangers: 5-9 business days.
Flyers, brochures (100 lb Gloss Book): 3-6 business days.
Flyers, brochures (100 lb Gloss Cover): 5-10 business days.
Letterheads: 3-6 business days.
Standard Envelopes: 5-9 business days.
Custom Envelopes (not standard size or colors or paper): 10-15 business days.
Magnets: 4-6 business days.
Notepads: 5-9 business days.
Presentation folders: 5-9 business days.
Posters: 3-6 business days.
Stickers/Labels: 3-6 business days.
Signage/Banners: 3-8 business days.
16pt matte paper: additional 1-3 business days.
80lb gloss book paper: additional 2-4 business days.
Special papers: additional 1-3 business days.
Recycled papers: additional 1-3 business days.
Rounded corners, embossing or foil stamping: additional 1-3 business days.
Spot UV: additional 2-5 business days.
Add extra 2-3 business days during holiday season due to our high volume.

Rush printing (guaranteed 3-day printing) is available for select orders.
Faster shipping (UPS 2nd Day, UPS Next Day) is available upon request before your order is sent to print.
Send us email, submit Order Support Request or call us to find out what options are available for a specific product.

Do you deliver to P.O. Boxes?

No. We use UPS for most deliveries and they do not ship to P.O. Boxes.

I'm located in San Francisco Bay Area. Can I come to your office and pick up my order?

No, print orders are shipped from different printing plants depending of order type and cannot be picked up at our office.

Shipping Errors and Lost Packages.

Lost or damaged claims can only be filed for shipments over $50.00 in value and can only be done after 30 days from package shipment. We are not responsible for 3rd party shipping errors, omissions or damaged shipments.

Incorrect Shipping Address.

When a package is not delivered due to an error made by the customer in submitting the proper shipping address, we will reship the package with corrected address and charge an additional shipping fee for the shipment.

I placed an order but I want to receive my order faster or change my shipping address. Can you change shipping method or address for my order?

Sometimes we can and sometimes we can't. It depends on vendor we're using for your order and at what stage your order is. To avoid any problems, make sure shipping address and shipping method are correct when you're placing an order. If you need to make change in your shipping address or shipping method, contact us ASAP. The faster you let us know, the higher the chance that we'll be able to make the change.

Returns

Can I cancel my order?

We can cancel your order prior to approval. Please, send us email or Support Request if you would like to cancel your order. You can call us to cancel your order faster but we require some written notification (like email or Support Request) too. We will inform you of any cancellation charges depending on the stage of the order. If job is canceled, any labor hours (proof, graphics design, etc.) or administrative fees (credit cards fees, etc.) will be subtracted from your refund. (15%-30% of total transaction) Once the order has been placed successfully, No Refunds are issued for Graphic design services.

What if I am not satisfied with my order?

We are committed to customer satisfaction. However, we are not responsible for typing, color, image, or design errors introduced by customers in the document creation process. You're encourage to place a smaller order prior placing an order for large quantity. If we verify that we made an error on our end, we will re-print the order. No Refunds or Credit. Customer must notify Project-Era.com within 3 business days of order acceptance about any defects discovered in the ordered product. In order to receive a replacement the customer must return 100% of the received product within 10 days (at their own expense) from the time when the delivery was received. Please, do not return your order until you get an approval and mailing address from us.

What is your return policy?

Since each order is unique to each customer it has no re-sale value, therefore All Sales Are Final. If we verify that we made an error on our end, we will re-print the order. No Refunds or Credit. Customer must notify Project-Era.com within 3 business days of order acceptance about any defects discovered in the ordered product. In order to receive a replacement the customer must return 100% of the received product within 10 days (at their own expense) from the time when the delivery was received. Please, do not return your order until you get an approval and mailing address from us. All charges related to expediting printing (Rush Printing or Shipping) are NON REFUNDABLE, including those orders that are returned for any reason.

Payment and Billing

What payment methods do you accept?

You can pay us online via Visa, American Express, MasterCard, Discover credit cards, debit cards and PayPal. You can also pay us with your credit card over the phone. Order exceeding $200 may require an authorization form and copy of credit card and Driving license. (A valid photo I.D).

Do you accept PayPal payment?

Yes.

Do you accept personal/company checks, money orders and cashier's checks?

No.

Is it safe to pay on your website?

Yes. We use SSL to encrypt payment transactions. You can see "https:" at the beginning of URL of payment page which means the transaction is encrypted and nobody can steal your payment information while your sending it to us. We also do not store payment information which means it cannot be hacked into or stolen.

Recycled Printing

Can I order Recycled Products on your web site?

Yes. We offer business cards, postcards, flyers, brochures and presentation folders printed on recycled paper with soy-based or vegetable-based inks.

What paper do you use for Recycled Products?

We offer 2 types of recycled paper (availability depends on product, some products are available in all papers, other only in selected papers):

  • 50% Recycled, 25% post-consumer, gloss coated, available in 10pt, 14pt, 100lb book, 130lb cover. This paper is FSC certified which means the half that is made from virgin wood is farm raised, not old growth trees.
  • 100% Recycled, 50% post-consumer, matte finish, available in 13pt, 70lb book, 80lb cover.
Can I order products on 100% Post-Consumer paper?

We have been receiving an increased demand for 100% post-consumer paper for some time. Currently there are very few choices for premium quality, coated, 100% post-consumer papers. These papers are available but still fairly expensive.

We can currently only offer these stocks for custom runs that will fill an entire 19 x 25" press sheet for runs of 1,000 sheets or more. Please, contact us if your print job falls into this category.

As more choices become available and practical, both economically and in terms of production, we will offer the best available environmentally-friendly paper solutions on the market.


Currently available recycled papers are
100% recycled paper with 50% post-consumer content, matte finish, and
50% Recycled, 25% post-consumer, gloss coated.

What inks do you use for Recycled Products?

We have 2 lines of products (availability depends on particular vendor):

  • The following recycled papers are used with the highest quality vegetable-based inks - excellent dot fidelity, gloss and rub resistance, minimum of 45% renewable resource content, contain no more than 5% by weight of petroleum distillate, process-color inks are made from a blend of vegetable oils and contain extremely low VOCs (less than 3%), stay-open process inks:
    50% Recycled, 25% post-consumer, gloss coated, available in 10pt, 14pt, 100lb book, 130lb cover
  • The following recycled papers use soy-based inks:
    100% Recycled, 50% post-consumer, matte finish, available in 13pt, 70lb book, 80lb cover
Can I download "Recycled Paper" and "Vegetable-Based Inks" logos from your web site to place on my product?

Yes, of course! The logos are located here: Recycled Paper and Vegetable-Based Ink Logos

What coating do you use for Recycled Products?

In order to be as environmentally friendly as possible, we apply an aqueous (water-based) coating as opposed to UV or film coating on all of our recycled printing orders. We can print your job with a gloss or a satin aqueous coating (satin coating is available for custom orders only), that will protect the printing from scuffing, and make your design project look great.

What printing technology do you use for Recycled Products?

The following recycled papers use Stochastic printing technology: 50% Recycled, 25% post-consumer, gloss coated, available in 10pt, 14pt, 100lb book, 130lb cover. Stochastic, or Staccato®, Screening utilizes 20 micron FM screen technology. Virtually eliminating dot gain, Sochastic allows for greater control of fine detail on the press. Stochastic Screening delivers smoother halftones, sharper photographic imagery, and unparalleled process-color builds. Gradients appear almost as if airbrushed, pictures can be reproduced with almost photgraphic quality, and process builds appear nearly as smooth as spot color.

What is the difference between soy-based inks and vegetable-based inks?

Many consumers have been trained to request Soy-Based Inks for environmentally sensitive printing projects. This is due to some extent to a large scale mass-marketing campaign launched by The Iowa Soybean Association. While Soy-Based inks are of excellent quality, and most are very eco-friendly, our research shows that many vegetable-based inks are actually just as beneficial, and in some cases "greener" than their Soy counterparts. Vegetable-Based Inks share all of the benefits of being petrolieum free with soy-based inks, but do not rely solely on production of a single plant-oil crop.

We accept Visa, MasterCard, American Express, Discover and PayPal © 2016 Graphic Design Group Era. All rights reserved.