Our ordering process is fairly straightforward – you submit an order by email or in person. Orders create tickets, and we try to process each ticket First In First Out. If we have questions about your order, we will reach out (normally via email) and await your reply. Once we get the go-ahead, your ticket status changes, and until this time, no costs accrue.

Print jobs have the following “cost” components:

• Preparation (this includes layout and design time)
• Shipping costs or vendor cancellation charges (outsourced jobs only)
• Proof Print
• Final Printing, which includes paper and cost per copy
• Finishing (e.g. binding, lamination, stapling, hole punch, etc.)

IF WE MAKE A MISTAKE: There are times when we make a mistake – for example, we might print your job on the wrong paper; our printer malfunctions; finishing is not what was ordered. In any of these cases, when the mistake is ours, we will reprint the job at no cost to you. Extra charges or credits (for example, we billed you for “x paper” but the job should have been printed on “y paper”) will be applied to your invoice, but not additional print charges. You are free to keep the mistake.

Examples: we print Color but you ordered B&W, we will only charge you for B&W. If you ordered Color, but we printed B&W, we will reprint in Color and give you the B&W prints. If our printer malfunctions and provides you with unacceptable pritns, we will reprint at no charge to you.

IF YOU MAKE A MISTAKE: there are times when you might make a mistake as well – a typo, ordering the wrong paper or processing. Our policy is this — proofs and additional design time and finishing will be billed our normal rate; there is a 50% discount applied to reprint costs. We may charge for special paper that you neglected to order the first go-around. Example: your order and we print 200 color copies on 20# paper. You find a typo, submit a new original, and we reprint the job. The first run is at full price, but the second run is at a 50% discount.

CANCELLATIONS and REFUNDS: In general, there are no refunds. If you cancel a job before we begin work on it, there is no charge. Otherwise, we will bill you for time and materials used prior to the cancellation. If we made a mistake (see above) and you cancel the reprint, we dispose of the mistake and you owe nothing.