Frequently Asked Questions

General

What is the status of my order?

Once a product leaves our facility, you will receive tracking information for that item via the email used to place the order. For further questions or a detailed status of each item within your order, reach out to us via email at orders@printmed.com

Please note, if you have multiple items within your order the status will only state “shipped” once all items have left our facility.

How long will it take to receive my order?

Our typical turnaround time is 3-5 business days for production plus 2-4 business days for shipping after your artwork has been reviewed by our Project Management team.

Some products, like promotional items, take longer in production than others. We suggest using the “order notes” section at checkout if you have a specific in-hand date for your order.

Can I expedite shipping?

In most cases, yes. Please reach out to us at orders@printmed.com if you’d like to expedite shipping.

Can I cancel or change my order?

PrintMed is a custom print company that does not allow cancellations, returns, or changes to an order or items once the status has been updated to “Printing.”. Read our Print Policy HERE.

If you made an error in your order and the status says “Pending Production,”, email us at orders@printmed.com so we can attempt to catch the error before your order goes into production.

What do I do if my order is incorrect?

If you believe there is a production error or you have received the wrong order please email us a photo of the product with your order number and we’ll be happy to look further into it.

Can I pick up my order instead of having it shipped?

Due to heavy machinery safety laws, we do not allow facility pick up under any circumstances. You can view our typical turnaround times HERE.

I ordered multiple items. Why do they arrive separately?

To maintain our quick turnaround times, our production facility has dozens of printers dedicated to specific products. Once an item comes off the production line it is boxed, labeled, and shipped. 

 

Additionally, some products have a longer turnaround time than others which staggers shipping and delivery.

Artwork & Files

What color mode should my files be in?

All artwork should be converted to CMYK color before uploaded to your order.

If your dye-sublimation signage requires a PMS color match, please list the PMS code(s) in the order notes section at checkout. There is an additional fee for PMS color matches and you will be notified of this fee before your order is sent into production.

How do I design for full bleed?

Most of our products have a template that you can download that is automatically set to help you design and export files in full bleed. You can access our design templates HERE.

If your project is custom, please reach out to your assigned project manager for the appropriate bleed.

How do I export files for printing?

We prefer print-ready PDF files, but we also accept Ai (Adobe Illustrator) files that have images embedded, outlines converted, and all typography outlined to avoid any errors with file transfer.

 

For smaller products, like business cards, a high resolution JPEG is acceptable. If there is any concern with your files, a project manager assigned to your order will reach out to the email associated with your account.

What files do you accept for printing?

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What DPI is needed for printing with photos?

A minimum of 300 dpi is required for printing. We always recommend high resolution, professional photos when printing paper products and signage.

The Fine Print

Terms & Conditions

Read our Terms & Conditions HERE.

Privacy Policy

Read our Privacy Policy HERE

Refund/Reprint Policy

If you are not satisfied with your finished product, simply contact us so that we can make it right.

We guarantee that our printed products will not be defective in accordance with industry standards. You may contact us and a PrintMed representative will be pleased to help address any general issues you may have with your print job.

If you believe your print job is defective or has not otherwise met your requirements, please follow these instructions:

Email orders@printmed.com or email your project manager, within seven (7) business days of receiving your order. If you do not contact us within this timeframe we will assume that your job was satisfactory upon receipt and will be under no obligation to provide a refund or reprint.

Once you have contacted us, we will then have five (5) business days to determine if a reprint or refund is appropriate, or to advise you that more information is needed to process your inquiry. If we request additional information to verify an inquiry and it is not provided within a reasonable time, we will be under no obligation to provide a reprint or refund.

If we determine that a product is in fact defective or has not otherwise met our obligations, we will initiate a reprint of the print job with rush production. If after a reprint we are unable to resolve the issue, we will then offer the issue of a refund of the original order price. We reserve the right to request samples of any allegedly defective merchandise prior to either of the above resolutions being agreed to.

A PrintMed representative will generally contact you within 24-48 hours of us making the determination that a reprint or refund is appropriate in order to confirm the approved solution. If you do not make contact with our representative within five (5) business days of their first attempt to contact you with the approved solution we will assume that the issue has been otherwise resolved and no reprint or refund will be given.

Once the approved solution is agreed then, unless we agree otherwise, you must return the entire original print order to us, at the address provided by one of our team members, within 15 calendar days after the date the solution is approved. If you do not return it within this time frame you agree that the original order will be charged against your credit card on file with PrintMed. Return labels will be issued on a case by case basis and you may be responsible for covering the cost of the return.

A reprint or refund will only be possible after an approved solution has been authorized and, unless we agree otherwise, provided that the entire original print order has been returned to and received by us. A reprint will begin rush production within one (1) business day of our confirmed receipt of the product or such earlier time as we may agree to. When applicable, a refund will be issued within 10 business days of our receipt of the original product order.

The foregoing is PrintMed’s sole responsibility with respect to a defective order. To the maximum extent permitted by law, PrintMed is not responsible for any indirect, incidental, special, consequential or exemplary damages, including, but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses (even if PrintMed has been advised of the possibility of such damages), resulting from the order. The following are some guidelines and examples of issues that do not constitute grounds for a refund, or a return or reprint of a product:
An order that is refused at time of delivery or undeliverable orders. (We will reship the product at the customer’s expense if requested).

The product is lost, delayed, or returned to PrintMed due to an error made by the customer in submitting the proper shipping address. (For products that are later found or that are returned to us we will reship the package with a corrected address and charge an additional shipping fee for the shipment).

Product that is delayed in production and/or shipping as a result of the customer providing inaccurate information.

Product that incurs a higher shipping charge as a result of the customer providing inaccurate information.

Product that is delayed in production and/or shipping as a result of shipping company delays, acts of God, weather conditions, environmental or dangerous goods incidents, perils of the air, public enemies, public authorities acting with actual or apparent authority, acts or omissions of customs officials, authority of law, quarantine, riots, strikes, work stoppages or slowdowns, or other labor disputes or disturbances, civil commotions or hazards incident to a state of war, local or national disruptions in ground or air transportation networks or systems due to events beyond our control, disruption or failure of communication and information systems, disruption or failure of utilities, international customs issues, and any other circumstances that are beyond our direct control.

Product that has experienced a color shift during the conversion to CMYK format, for example as a result of having been submitted by the customer in RGB or PMS Pantone colors.

Errors that are contained in the uploaded customer file, e.g., misspelling, graphics, bleeds, grammar, damaged fonts, punctuation, wrong cuts, incorrect or missing folds, die lines, crop marks, transparency, overprint, and finished product size. PrintMed does not make any changes on customer files.

Product that experiences print or images that are fuzzy, pixilated or otherwise distorted as a result of the customer providing artwork that is not at a minimum of 300 DPI at 1:1 ratio (or 100%) and/or in CMYK mode.

Products that do not exactly match color or ink density. PrintMed does not color match or match customer specified ink density.

An inability to print or write on the product unless the product description states otherwise. A typical UV coated product cannot be printed or written upon. Silk Laminated and Matte finished products may or may not accept printing or writing. We recommend that you order a sample from us and test it using the printer/ink you will use before placing a final order. PrintMed is not responsible for an inability to print or write on a product, unless the product specifically states that it is suitable for this purpose.

Orders that are duplicated as a result of customer error.

Orders that are canceled after the order has entered into production (or any process thereafter).

Orders that contain dated materials that arrive after the relevant date or with insufficient time to use the material as intended. It is a customer’s responsibility to allow sufficient time when placing an order for time sensitive materials.

A customer’s violation of any of the terms and conditions governing the use of PrintMed’s website and/or ordering of product.

Viruses, worms, trojan horses and other forms of harmful or malicious code that are not detected or removed using PrintMed’s standard virus/malicious code detection procedures.

Loss, corruption of, or damage to your personal information, Customer Content, order history or related information that is stored by PrintMed.

Our failure to notify you of any delay, loss or damage in connection with your printed products or shipment or any inaccuracy in such notice.

The release of an order by the shipper without obtaining a signature.
For questions regarding our Reprint / Refund Policy contact customer support.
Please note that PrintMed’s provision of advice, assistance, or guidance either on this Website or via our Customer Service representatives does not constitute an acceptance of responsibility or liability for any problems that may arise in connection with any print order or services provided.

We reserve the right to update and revise this Returns/Refund/Reprint Policy without prior notice to reflect changes in our policies, services and/or in response to our customers’ feedback. When we do make changes to this Policy, we will revise the “last updated” date at the top of this Policy. Please make sure that you review it frequently as any time you place an order with PrintMed the current Returns/Refund/Reprint Policy will apply.

Shipping Policy

PrintMed ships all packages via UPS or FedEx. All orders are shipped FOB shipping point, which means ownership and risk of loss transfers to you once we deliver the print products to our shipping carrier.

Unfortunately, we cannot use a customer’s personal account with UPS or any other carrier.

The estimated delivery time for any given shipment will vary according to your location. Please note that although we make an effort to meet the estimated delivery times, because we use a third party shipping service we are not able to guarantee a specific delivery date or time. If you have time sensitive materials, please make sure you allow sufficient time to receive your order.

We have production sites located across the U.S. and your job will generally be allocated to provide the most efficient shipping based on your chosen delivery location. Certain product offerings, however, require production at a specific production site and the shipping time and charges will be calculated based on that location.

For ground shipments being made to a delivery point within the United States, you can use our shipping map to estimate your package arrival from the time of shipment HERE. Please Note: the shipping map only provides you with an estimate of the delivery date; we do not guarantee delivery on the date indicated. Also, when estimating your package arrival, the time frame denoted on the shipping map does not include the day of pickup by the carrier or the order turnaround time.

If you select a shipping service level other than UPS Ground the delivery date will correspond to the service level chosen. Again, the delivery date does not include the day of pickup. If you select 3 Day Select, 2nd Air Day, Next Day Air, or some other UPS special delivery level (or their equivalent) this means that UPS is guaranteeing its shipping service within the time period selected. Note that only these special accelerated shipping services are guaranteed by UPS within the UPS time frames given. UPS Ground is NOT guaranteed to deliver within the estimated arrival time.

Your estimated shipping time is in addition to the order turnaround time you selected during the order process. Add the turnaround time and estimated shipping time together to estimate the actual delivery date.

If you have dated or time sensitive material please plan accordingly; leave plenty of time to receive your order. We strongly suggest that in such circumstances you do not rely on UPS Ground delivery.

We reserve the right to change the site initially allocated to the production of your order. (For example, equipment failure, natural disaster or order volumes may impact our production capacity requirements necessitating a change in site). Should this happen, you may be informed by email and it may impact your estimated shipping time, etc.

Our shipping process cannot generally accommodate the aggregation of multiple print orders for shipping purposes; each discrete product ordered will be shipped separately, will require a separate shipping charge, will have its own estimated shipping time, and may arrive on a different date to other products you have ordered. If you are ordering multiple products, it is possible that these may also require different production sites and the estimated shipping time may vary for each separate product. If the receipt of multiple products is time sensitive please plan accordingly as we cannot guarantee that multiple product orders will be received on the same delivery date.

Because UPS does not ship to a Post Office box, it is your responsibility to verify that an actual street address has been entered, and that it is the correct and accurate address (including zip code) for your delivery. We strongly recommend that you include a telephone contact number in your shipping information. We are not responsible for any delays, losses or increased delivery charges caused by mistaken or incorrect delivery addresses.

Please verify that your payment information has been correctly entered. Shipments may be delayed because of improper credit card information and we are not responsible for any delay or loss associated with this.

Holidays may affect and delay your shipping times. Please take holidays into account when estimating your package delivery time.

If a package is not delivered due to a customer refusal (which would include a failure to pick up the product from UPS, if applicable) or an error made by the customer, e.g., not submitting the proper shipping address, it may cause the package to be reshipped (with the corrected address if applicable), and you will be charged an additional shipping fee for this reshipment. You may also incur additional fees as a result of the inability of UPS to deliver the order, as well as return fees. Even if you decline to have a product reshipped, you will continue to be responsible for the product cost, original shipping and any additional fees incurred as a result of the product being returned, and you consent to these fees being charged against the credit card used for the transaction.

If, after placing an order, you wish to change the shipping address you may do so up until the time the order is shipped. Each time that you request that we intercept and transport an order to a new shipping address (i.e., other than the one currently chosen) you will incur an administrative fee of at least eleven dollars ($11.00) as well as any increases in the shipping fees and other charges UPS may impose. You consent to these fees and charges being charged against the credit card used for the transaction.

We will make every effort to adhere to the estimated shipping schedule and delivery date for your order. However, equipment failures, technical problems, shipping delays and other problems beyond our control may delay the printing and delivery process. Under such circumstances rush charges and other production fees may be waived or refunded as applicable, however, such delays are not grounds for cancellation of an order. By placing an order with PrintMed you are agreeing that we are not responsible or liable for, and no refund, cancellation or credit will be due as a result of shipping company delays, acts of God, weather conditions, environmental or dangerous goods incidents, perils of the air, public enemies, public authorities acting with actual or apparent authority, acts or omissions of customs officials, authority of law, quarantine, riots, strikes, work stoppages or slowdowns, or other labor disputes or disturbances, civil commotions or hazards incident to a state of war, local or national disruptions in ground or air transportation networks or systems due to events beyond our control, disruption or failure of communication and information systems, disruption or failure of utilities, international customs issues, any other circumstances that are beyond our direct control.

Please take note that if you choose a residential address as your delivery address UPS will typically not require a signature at the time of delivery and the package may be left at the address.

We reserve the right to update and revise these Shipping Policy and Guidelines without prior notice to reflect changes in our policies, services and/or in response to our customers’ feedback. When we do make changes to this Policy we will revise the “last updated” date at the top of this Policy. Please make sure that you review it frequently as anytime you place an order with PrintMed the current Shipping Policy and Guidelines will apply.

Quality Control & Assurance

We work hard to make sure you are completely satisfied with our products and your experience.

Before an order is processed for printing, our project management team will look at all files to make sure they are correct. Your order will move forward only if everything is acceptable for print. We do not question design choices, we only view files to make sure it is technically set up correctly.

If there is an issue with your files, we do our best to correct it on our own to avoid any delays in you receiving your order. If for some reason we can’t fix the files, then the project manager assigned to your order will reach out to you via the email on your account with a list of the issues or concerns that need to be resolved. If you’re not sure how to fix the issue just let your project manager know and we’ll be happy to help you with this process.

Once you receive your order be sure to inspect the product to ensure that it was not damaged during shipping and that we have met your expectations. If you have any concerns about the quality of your order, simply contact us with your order number, a brief description of the issue and a photo (if applicable) and we will do our best to resolve it.