Our basic Quality Guarantee is very simple: You provide us with a good print file, we’ll send you great print. If we make a mistake, we will make it right. If we can’t make it right, we will give your money back.
Please read on for a more thorough explanation of Smartpress.com’s Quality Guarantee.
100% Quality Guarantee
When you submit an order to Smartpress.com, we expect that you will provide an accurate print-ready file in the form of a flattened .pdf. Customers are responsible for checking that their files are complete and accurate for print. You are responsible for:
- Spelling, grammar and punctuation
- Design elements
- Good image resolution
- Appropriate 1-up file setup
- Accurate bleeds, crop marks, die lines, etc.
If you find a defect in your job that is the responsibility of Smartpress.com, we will re-run the order at no additional cost to you. To receive the replacement, please notify us within 30 days of receipt of the delivered order and provide verification of the problem. Replacements requested more than 30 days after delivery may or may not be honored depending on the circumstances.
Upon verification of the defect, we will determine the course of action. We may ask you to send the defective job back to us at your expense. If in our judgment it will not be possible to achieve a good outcome by replacing the order, Smartpress.com may at our discretion elect to refund part or all of the original cost of the order.
Smartpress.com is not liable for errors in a final product caused by any of the following reasons:
- Spelling, grammar or punctuation
- Incorrect graphics and design elements
- Color transparency issues
- Damaged fonts
- Overprints (printing one color on top of another or “trapping”)
Smartpress.com is also not responsible for improper file setup, such as:
- crop marks
- finished product size
- die lines
- page alignment
- page orientation
Smartpress.com does not make any changes to design elements in the digital print file without customer approval.
Smartpress.com will reproduce color from submitted print-ready files as closely as possible, but even under the best circumstances, an exact color match is not always possible. This is an inherent limitation in the digital printing process. The term “color match” refers to the color rendering intent specified in the submitted artwork. Please review our Color Accuracy page for more details.
Canceling an Order
You may cancel your order any time prior to approving your proof for a full refund. If you cancel an order after the proof has been approved, but before printing has begun, a partial refund may be offered. Once printing has begun, a refund is often not possible. If a hard proof has been printed and shipped, it will be deducted from your refund amount.
A full or partial refund may be extended to you in certain circumstances where no production work on your order has been completed by Smartpress.com. Such a refund would be adjusted to cover any fees charged for proofs or other services associated with that order. Smartpress.com is not responsible for damages or delays caused by shipping carriers. The cost of postage for mailing projects cannot be refunded. Please see the shipping section below.
Full Refunds usually are not possible once Smartpress.com begins production on your order. Production will only begin after payment has been made, artwork files uploaded, and job proofs approved. Artwork uploaded after the proof has been approved may not be honored.
If we verify that Smartpress.com has made an error, we will re-run the order at no additional cost to you; however we cannot be responsible for errors in your print files.
Turnaround Time & Proofing
Turnaround time starts after you approve your proof, not when you place your order. When a proof is ready for your review, you will receive an email notification with a link to your job. We recommend you add firstname.lastname@example.org to your email program's "safe senders" list to ensure you always receive your order status updates from our system. You are responsible for logging into Smartpress.com and approving your proof.
Turnaround time begins at the next occurrence of 9:00 am Central Time on a business day following your approval of the proof. Smartpress.com is closed Saturdays, Sundays and Holidays. As a result, these days are not counted when calculating turnaround time.
If your proof is not approved and changes need to be made before printing can occur, the proofing cycle will start over and turnaround time will be recalculated based on your final approval.
Turnaround time does not include mailing or shipping transit times, and you should allow additional business days for delivery based on the shipping method you select.
Printing turnaround time for jobs with ground shipping is not guaranteed. We do our best to meet or beat our published dates, but orders with expedited turnaround and/or expedited delivery service do take precedence.
Printing turnaround time for jobs with expedited turnaround and/or shipping is guaranteed. To qualify for the guarantee, we must have approved proofs by 9AM CST of the first day of the turnaround period. The guarantee will be considered fulfilled when we have delivered the order to the common carrier (usually UPS or USPS). We cannot be held accountable for the performance of the common carrier. Things can and sometimes do go wrong with shipping, so if you absolutely have to have your work by a certain time or day, plan a few extra days into the job cycle.
If we fail to meet a guaranteed deadline as described above, you will receive a pro-rated refund of any rush charges or a free upgrade of delivery service to meet your required delivery date. Cancellation of an order based on printing turnaround time is allowed if, when placing the order, you indicate in the order notes that the order is time sensitive and must be shipped by the selected turnaround time.
Long Runs / Complex Cuts / Die Cutting May Require Time
Smartpress.com reserves the right to extend the turnaround time for long run, complex die cutting, or process intensive jobs. The following types of jobs may require additional turnaround time:
- high quantity
- numerous finishing options
- certain types of coatings
- complex die cuts or folds
If your particular job requires additional time to complete, a customer service prepress professional will let you know how your turnaround time will be impacted before production of your job begins.
Smartpress.com’s responsibility is limited to preparing your printing order and submitting it to the carrier for shipping. We cannot be held accountable for the performance of the common carrier. Things can and sometimes do go wrong with shipping, so if you absolutely have to have your work by a certain time or day, plan a few extra days into the job cycle.
Smartpress.com uses UPS as its common carrier. Other shipping methods can be used by special arrangement with your customer service representative.
Shipping transit times vary, and Smartpress.com assumes no responsibility for delays caused by shipping carriers, weather or any damages resulting from the failure to receive a job on time. Unforeseen delays can occur in delivery service, such as breakdown of equipment, weather, illness, etc. Smartpress.com is not responsible for damage incurred to packages or the contents of packages during shipment.
In the event of shipping loss or damage to package contents, please contact your customer service representative to determine a fair mutual solution.
We cannot ship to P.O. Boxes or APO/FPO.
Counter pickup orders are available any time after 6 P.M. of the estimated ship date. Please wait until you've received an email or phone call indicating your order is complete. Once you've been notified your order is ready, it can be picked up anytime, as the door to the counter pickup area is open 24/7.