FAQ

No question is a stupid question. Well. Most of the time.
Click on the questions below to expand to show their answers.
What is your standard round corner radius?
EXPLANATION:

For our digital paper products, the round corner size is 6mm in radius.

For our offset paper products, we offer 1/4" radius round corners as a standard size. A special request can be made for 1/8" radius round corners available for offset business cards and plastic cards only.

What happens if I create the wrong canvas size compared to the size of what I actually ordered?
EXPLANATION:

Given a minor difference in size, our staff will adjust to the size you ordered. If the difference is too large, you will be notified and asked to re-submit your artwork. If a response is not received in 8 hours we have the right to print the artwork as is.

What if the files I submitted are in RGB?
EXPLANATION:

All artwork is required to be submitted in CMYK. All RGB artwork will automatically be converted. Colour shift may occur and we cannot be held responsible for any colour shifts.
CAUTION: Your colour will change, so please use CMYK mode to create your artwork.

What if my files are submitted without any bleed?
EXPLANATION:

The output is your responsibility. The job may not look the way you intended and text left around the edges may be cut off. Please refer to the File Preparation tutorial to learn how to properly set up a file.

Do you calibrate the colour in the file?
EXPLANATION:

Usually no. To streamline our turnaround time, we print the file as is. It is recommended to follow our file requirement standards when you design your artwork. Please refer to our Tutorials.

I would like to follow your file requirement standards but how can I get that info?
EXPLANATION:

You can look at our tutorials and use our file templates on our website. If you cannot understand the files or content please contact us, or consider hiring a designer from our designer listings to help you in creating your print file.

How can I place an order?
EXPLANATION:

1. To place an order online, register here for a membership.
2. Login with your new user name and password.
3. Select your product.
4. Choose the paper stock, quantity, quality and other options that you prefer.
5. Upload your print-ready artwork files and preview the file (Jpeg format).
6. Confirm your billing and shipping addresses.
7. Click Pay and verify your payment with Verify Visa or SecureCode.
8. Once your payment is successful, a confirmation e-mail will be sent to you.
9. Your printing and shipping status will be available online when you are logged in.

How can I send you my files?
EXPLANATION:

Your files will be uploaded to our server when you place your order via the price calculator.

Do you have a maximum file size for uploading?
EXPLANATION:

Yes. Due to the large amount of files we receive each day, we can only allow a total of 20MB or under for each order that you place.

What should I do if my files are too big?
EXPLANATION:

If your files are too big and cannot be uploaded, contact us through our Enquiry Form and we will find a solution for you.

What should I do if I am printing catalogs and I cannot upload my file?
EXPLANATION:

Because catalog files are too big to upload online, please submit a “Jpeg” cover preview when you place your order. A sales representative will contact you ASAP with an alternative file transfer method.

Do you keep files in my account?
EXPLANATION:

Yes we keep your file stored online for 1 year from when it was ordered. When you reorder this, we will extend that for another year. However we are not responsible for being the sole storage facility for your file. Please keep a copy ALWAYS for yourself on your own computer.

Do you accept PC and MAC files?
EXPLANATION:

We only accept PC compatible files. If you have a older mac, please remember to add a file extension to your filename.

Can I send self-extracting files?
EXPLANATION:

Do not send self-extracting or self-executing files. We will not open them and our uploader will not except them.

What should I check before I place my order?
EXPLANATION:

Always check your print-ready file thoroughly. Here’s a checklist of what to look for before you upload:

1.Typing mistakes
2.Art placement and Resolution
3.Colour [CYMK not RGB}
4.File Format [Please save down to at least CS2 if using Adobe Creative Suite]

If any of these terms are confusing, please refer to our tutorial section.

What kind of file should I upload?
EXPLANATION:

Always check your print-ready file thoroughly. Here’s a checklist of what to look for before you upload:

Always upload print-ready files only. All files must have all links embedded, texts outlined, images flattened, colours converted to CMYK and everything must be set within the standards stated in our “How to Prepare” tutorial. It is the client’s responsibility to review the final proof and the layout of all orders prior to actual printing. Once the file is uploaded and the order has been confirmed by the client, no further changes can be made to that order.

How long does it take to print?
EXPLANATION:

Various products have different turnaround times. Turnaround time is the amount of time we need to print the products and does not include shipping time. The shipping method you use will determine how long shipping will take.
Please refer to the price calculator during ordering to have an estimated turnaround time. Generally the very rough rule of thumb is 5 business days for regular printing and each additional effect, add another business day. This is influenced however by various factors and is meant as rough guide only. Orders submitted on a run that is before a Statuary holiday will take an additional day to print. Due date for an order, starts from the run that it is submitted on.

Will adding a finish extend my turnaround?
EXPLANATION:

Yes, all additional finishes will require additional turnaround time for the product to be ready.

Is the time required for shipping included in the turnaround time?
EXPLANATION:

No, due to various shipping options and distances used for shipping, we do not include shipping in our turnaround time estimate.

What is your cut off time for file submission print runs?
EXPLANATION:

Our cut off time for file submission is at 3:30pm (PST) on Tuesdays and Thursdays. All orders placed after 3:30 pm on these days will count towards the next print run. If your order is marginally late but you would like it make the current print run, contact us by phone in order to get a possible approval by a production manager.

My client does not want to pay for the rush charge. Can my order get done early without paying a rush charge?
EXPLANATION:

In order to guarantee your job by a certain date, a rush fee is necessary. Without a rush fee, it is possible that your order ships prior to the finish date, but we cannot guarantee that it will be early.

Can I pay when I pick up the order?
EXPLANATION:

No, all payments are due when orders are processed online.

Can I place an order by phone or by email?
EXPLANATION:

Ordering online is highly recommended, except for custom orders.

Can I cancel an order?
EXPLANATION:

If the print job has not started, it may be possible to cancel the order. However, in order to avoid receiving a cancellation fee*, you need to cancel your order on the same day it was placed.

*If a cancellation is made at least 1 business day after the order was place and if the printing process has not started yet, a $25.00 cancellation fee and 3% credit card return fee will be charged.
*If the printing process for your order has started, the shipping charge may be credited towards your next order. 

Can I submit a front and back in the same file?
EXPLANATION:

No. We are now specifically set up to process one side at a time, and this requires that each side of a job must be on a separate file.

Not separating files will cause delays and you might have to send the files again. Remember to separate the pages of your .pdf files as well.

Is there a price list?
EXPLANATION:

Yes, check it out in the Products section using the price calculator. Once you have selected a product, there will be an automatic calculation. You must have an account to view the price listings.

Are there other products offered that are not listed on the website?
EXPLANATION:

Yes, there are many different sizes, products and finishes that are not listed on the website due to limited space and popularity of requests. Please contact us through our Enquiry Form if you need a custom quote.

Do you accept reprints?
EXPLANATION:

At Together Production, we want you to be completely satisfied with your printed product. If you find an error introduced by us or a manufacturing defect, we guarantee a reprint for the job using the original files at no cost once the defective product(s) has been returned. This guarantee doesn’t cover errors such as incorrect copy, misplaced graphics or poor photography resulting from the original files sent. Therefore, it’s very important that you carefully check your file for any errors before you upload to place your order.

What if I was not satisfied with my order?
EXPLANATION:

Together Production is a customer based business – we value our customer’s opinions. If you are not satisfied with our services or products, e-mail us within 2 weeks through our Enquiry Form after receiving your order to tell us why you are unsatisfied (please include your order number). We will provide a suitable arrangement for you as soon as possible.

My product was damaged, what do I do?
EXPLANATION:

Together Production promises to provide the highest quality products to our customers. If your product is damaged when you receive them in the mail, please e-mail us within 2 weeks through our Enquiry Form. We will investigate if the product was damaged by the courier or if it was a manufacturer defect. If it was a manufacturing defect, we guarantee a reprint for the job using the original files at no cost once the defective product(s) has been returned. Unfortunately, if it was damaged by the courier during shipping, Together Production is not responsible for the damage. To file a claim or complaint, please call or e-mail the courier that you have selected for your shipment.

What kinds of payment methods do you accept?
EXPLANATION:

Currently, we only accept VISA® and MasterCard®.

What types of products do you offer?
EXPLANATION:

We offer full colour offset printing of business cards, postcards, tickets, hang tags, letterheads, envelopes, stickers, flyers, rack cards, memo pads, posters, paper bags, NCR invoice pads, catalogs, presentation folders and anything else you might need.

If I want to print something that is not available on the website, what should I do?
EXPLANATION:

For any products that you need that we do not offer online, please send us an email about your special request to get a custom quote by clicking here.

What types of paper stock do you use?
EXPLANATION:

We have various paper stocks for different products. Please check our various stocks available under each option of printing on the Products menu on the left side of the screen.

What is Silk Lamination?
EXPLANATION:

Silk lamination is the process of applying a matte plastic film on paper. This coat of lamination allows the product to become waterproof and durable. We once put a business card on an outside community board, and while the rest of the postings faded, got soggy and generally disintegrated, our silk laminated cards were resilient for months of outdoor weathering.

What is Stamp Foil?
EXPLANATION:

Hot foil stamping uses heat and metallic film in a specialty printing process that produces a shiny stamp of your design on paper.

Available colours:  Gold and Silver

What is Spot UV and how should I set it up?
EXPLANATION:

Spot UV varnish is a high gloss varnish applied to selected areas of a printed image to enhance product impact.

When creating a Spot UV job, You must include a Spot UV template file along with the regular full color file. The Spot UV template file is used to show where the UV will be placed.

Use 100% K to indicate where you would like the UV. White will indicate no UV.

Remember "If it's white, you can write!"

What is a Hole Punch?
EXPLANATION:

Hole Punching is a circular cut applied to the paper in a selected area. This can be used to transform cards into tags.

What is Round Corner?
EXPLANATION:

Round Corner is a semi-circular cut applied to the corner of the paper to give the printed material a unique look. Round corners can be applied to up to 4 corners.

What is a Fold?
EXPLANATION:

The folding process presses a rule onto the paper mechanically to produce a fold without cracks. We do 3 types of folds:

Bi-fold - A single fold is made at the center of the paper.
Z-fold - Paper is folded in a back-and-forth motion, creating 3 panels.
Wallet fold - A fold where a 3-panel piece is created by folding both side sections inward, one on top of the other. Each section is approximately 1/3 the length of the entire piece of paper.

What type of printing process is used?
EXPLANATION:

All products are printed with the 4 colour CMYK* offset printing process, which is an industry standard method of printing full colour. During this procedure, small dots of CMYK* colour are printed on the paper in a precise layering forming a full spectrum of colours. The output of the colour image is of very high quality.

* CMYK represents Cyan, Magenta, Yellow and Black.

Why do some colours look inconsistent from the monitor when printed?
EXPLANATION:

Due to limitations in printing technology and uncontrollable screen variables, we cannot guarantee an exact match. Your finished (i.e. printed) product and your monitor or colour inkjet printout can only be matched within 80% - 95%.  This colour difference is deemed reasonable within the printing industry standard. If you desire a more predictable outcome, please refer to a colour formula book such as a pantone bridge/process key. Remember as well to replace these books after a year/s due to light exposure and formula modifications.

Why are there slight colour differences with each output, even though I ordered with the same file?
EXPLANATION:

Due to limitations in printing technology, the output will cause a 15% - 20% colour difference each time you print. This colour difference is deemed reasonable within the printing industry standard. We can control this more to a certain extent when you do a print run that involves pantones and using one plate for your order only. To give our clients our extremely economical pricing we do gang runs, so there is a significant price difference between using your own plate/pantones and this method of printing. If this is something that serves your needs on a particular job, we will be happy to offer you a custom quote. Please contact us for a quote.

What is Full Bleed?
EXPLANATION:

Products offered by Together Production are mostly printed in full bleed. Full bleed ensures that the print goes right off the edge of the final product. The image is printed larger than the area that is needed and then the excess area is trimmed away to finish.

Can I request a quote?
EXPLANATION:

Of course! If you cannot find what you need on our website, feel free to request your custom quote by emailing us through our Enquiry Form. We guarantee a reply within 2 business days.

Why is there a cracking on my scoring job?
EXPLANATION:

When a job is coated with UV then scored and folded the job may begin to crack. During use, the cracks will become bigger and the ink may start to chip off. Cracking is normal when coated jobs are scored and folded. Ordering the job without UV will help but may not prevent this. As the job is used and folded more and more, cracking will eventually happen.

What is Akuafoil and how do I set it up?
EXPLANATION:

With Akuafoil, you can turn a wide range of CMYK colors, into multi-colored foils. Akuafoil uses a special processed foil system that is applied under 4/c process to create an array of foil colors. It's simple, affordable, and makes your prints stand out from the crowd.

For an Akuafoil job, you must include an Akuafoil/mask file along with your CMYK file. The mask file indicates where the foil will be placed. The file process is the same as spot UV—100% K where foil is placed, 0% where the foil is not placed. Simply set it up like a Spot UV file.

When creating knockouts in the Akuafoil mask or in the CMYK print file, beware there might be a "Halo" of white around the knockout area. To prevent this, grow/stroke the Akuafoil area in the mask by 1–2 pixels. This will allow the Akuafoil to bleed into the CMYK area, reducing the white "Halo" effect. You can also fill in the knockout with a color to reduce the effect further.

What is your standard round corner radius?
EXPLANATION:

We offer 1/4" radius round corners for all of our paper based products and 1/8" radius round corners for our plastic cards.

How should I set up a Plastic Card job?
EXPLANATION:

When designing plastic cards, it is important to keep in mind that the frosted and clear plastic cards are transparent. Also, all plastic cards come with round corners at no extra charge!

Since there is no white ink in CMYK, it is important to keep in mind that the frosted and clear plastic cards are transparent. Also, keep in mind that all colors that are printed on clear cards or frosted cards will be transparent as well.

With the clear plastic cards, there might be a small percentage that may have light scratches. This issue originates from the manufacturer and is due to the material and handling. To help compensate for this, we run overs of the clear plastic cards to help meet the required quantity.

Clear plastic cards will come with a thin protective layer on one side that can be peeled off. This is to prevent the cards from scratching during packaging and shipping.

What is banding?
EXPLANATION:

Many things can cause banding. Banding can be caused by the program that it is exported from, such as Indesign or Corel. Also, too many gradient steps, for example going from a very light color to a dark color, in a small area will cause banding.

To prevent this, check your digital files before sending. If you use a gradient, make sure it has enough room for a smooth transition.

Why does my card crack arond the edges?
EXPLANATION:

Cracking of the edges of a business card sometimes occurs when the card contains high values of ink, as in dark colors. This usually happens on a small amount of cards in the run. To prevent this, use lighter colors or if you must use dark colors, use as little ink as possible.

What is rich black and how can I get it?
EXPLANATION:

Rich black is an ink mixture of solid black, 100% K, with additional CMY ink values. This results in a darker tone than black ink alone. If you print black alone as 100% K, the resulting black may not be as dark as you might like.

We recommend using
C 60 M 40 Y 40 K 100
This will give you a deep, dark, rich black.

How do I get a grayscale image in a CMYK document?
EXPLANATION:

Grayscale images that are converted to CMYK will have a color shift in the final print. That shift may be green or yellow.

Always check the CMYK values of your grayscale in the final CMYK document. If there are other values other than K in your grayscale image, there is a chance that the color will vary.

To eliminate all values other than K, use your Channel Mixer (adjustment layer) in Photoshop, then click "Monochrome" and adjust accordingly.

How can I make sure my blues do not come out purple?
EXPLANATION:

When using a blue in your design, always make sure to leave at least a 30% difference in your Cyan and Magenta values.

Blue is close to purple in the CMYK spectrum. Remember, use a low amount of magenta whenever using high amounts of cyan to avoid purple.

What is overprint, how can this ruin my file?
EXPLANATION:

Primarily used to intentionally overlap inks for a number of reasons, overprint can cause unexpected results. We suggest that you turn all overprint objects off before submitting your files.

Unexpected results may occur if you have accidentally set certain objects to overprint. Always check logos and other artwork before submitting.

How can I avoid transparency issues?
EXPLANATION:

Any transparency issue can be resolved before saving your file.

To prevent transparency problems, never use shadows, glows, or any other transparency (image or otherwise) on top of a spot color. Always convert your spot color to CMYK and flatten before sending.

Shadow, glows and transparency effects will cause transparency problems.

Do you accept border on jobs?
EXPLANATION:

Yes, but if the border is too close to the cutline, it may be cut off-center slightly. We cut through many sheets at a time, so watch your borders to avoid an unwanted mistake.

Is it safe for me to use my credit card on your site?
EXPLANATION:

We believe that your online shopping experience should be convenient, safe and most of all, worry-free. While browsing our online store, you can be rest assured that we have your security in mind. Your security is why we use the most powerful encryption technology available in the marketplace today. You can be sure that whenever any aspect of this technology changes, we upgrade our system accordingly.

How can I learn more about your online security system?
EXPLANATION:

To learn more about our online security system, please click here.

Can I learn more about your privacy policy or terms and agreements?
EXPLANATION:

If you have any questions at all about our privacy policy or terms and agreements, please feel free to contact us.

What kind of shipping options do you offer?
EXPLANATION:

All shipping costs are additional to the printing cost. Your shipping costs depend on the methods and options you choose. We offer the following shipping options:

Canada:
UPS Ground / FedEx Ground
Local Pick Up (Only available in Vancouver, B.C.)

USA:
UPS Ground & Express / FedEx Ground & Express

Can we split the shipment to different shipping locations?
EXPLANATION:

Yes and No. Yes, we can split components [i.e. business card ‘A’ goes to address ‘A’ and business card ‘B’ goes to address ‘B’] within your order between various addresses during the ordering process. If you absolutely need to split this up further, please contact us before ordering and we can see what we can do for you.

Can you do Blind Shipping?
EXPLANATION:

Yes, we will ship to your customer using YOUR company name on the shipping label. We do not include receipts in the shipments. This can save you the time and cost of shipping it again from you to your customer.

Do I receive a shipment status update when my order has been shipped?
EXPLANATION:

Notifications are sent by e-mail around 5:00 pm (PST). You can then log into your account at www.togetherproduction.com to retrieve tracking numbers. It may take up to 2 – 3 hours before the shipping carriers’ tracking systems are updated with tracking information.

Can I use my own UPS account or any third party carrier for the shipping?
EXPLANATION:

We review these requests on a per order basis.

Is shipping free for reseller or corporate account holders?
EXPLANATION:

No. All reseller or corporate account holders are responsible for the shipping fee. Resellers should include the price of shipping before they mark-up their resell price.
However, to save our resellers time, we help resellers do blind shipping with no extra charge.