Orders are managed using our Ticketing System, and are generally processed “First In, First Out” (FIFO), but based on various steps in the order process.

1. When an order is received, it receives a status of “Open” and “Unassigned”, and you will receive an emailed acknowledgement that your order has been received.
2. Next, we assign your order to a member of our staff.
3. At this point, your order requirements are reviewed. If there are questions, we will generally email you from the ticket. Questions may arise if your request is unclear or if there are problems with your requirements. Here are a few reasons why we might seek clarification:
   • You didn’t specify quantity, type of media, color or B&W, and so on
   • You requested a quote
   • We don’t have the media in stock and need to know if you want to choose an alternative
4. If we are designing your print-ready piece, there may be a delay, and the process may also include more questions, proofs, redesign, more proofs, and so on.
5. If we are preparing a proof (either printed or electronic), we will provide it to you and await your approval. Without approval, we cannot proceed.
   NOTE: if we print an approved document/image and the print(s) are wrong — if it’s our fault (e.g. the wrong paper, printer malfunction, etc.) we will reprint your job for free. If it’s your fault (typo, miscommunication, etc.) we will reprint your job for a 50% discount for paper/print, but finishing costs are not discounted.
6. Once your job is 100% ready for processing, we change the job’s status to “in production.” You will receive an email to that effect. Normally, once a job is “in production,” you can expect a one to two day wait before completion. Jobs “in production” are handled FIFO.

Expediting your job (“jumping the queue”)

Our policy is to handle jobs quickly and efficiently. This means that we need to follow our normal status flow (Open >> questions and answers >> proofing >> waiting for vendor >> in production >> completed and billed).

Some jobs will normally “jump the queue” because they can be handled at the same time as other jobs — for example, blue prints and memory care calendars are usually processed almost as soon as they are received. These jobs typically go from “Open” to “Completed” with no intervening steps.

Other jobs, especially jobs that require design work or other time consuming processes, will be handled as time permits. However, the “in production” queue is always handled FIFO.

“Expediting your job” means that, once it has an “in production” status, you need it completed ahead of other jobs in the queue.

We may apply an “Expediting fee” or $10 to any job that adversely affects other customer jobs already in the queue.