If you're having a technical issue, please use our live-chat to talk to a specialist, or use our contact form to submit a question.
Common Customer Questions
Our ordering process is simple and easy:
- Navigate to the product of your choice
- Choose your options (height, width, color, etc)
- Upload your print-ready artwork or checkout and upload later
- "Add To Cart" to begin the checkout process
If your artwork is not “print-ready,” you will be charged design time. Print-ready artwork must be: Saved in the correct file format, be using CMYK, have embedded artwork, have all text converted, have the proper bleed (specified in our templates), and be thoroughly reviewed for spelling and placement errors.
Acceptable File Formats: Adobe Illustrator (.ai), Adobe Photoshop (.eps), Flattened and Compressed TIF (.tif), Portable Document Format (.pdf), High resolution JPEGs (.jpg, .jpeg).
Templates: When using scaled down templates, please adjust image resolution accordingly.
Colors: Please use CMYK. Pantone or other spot colors provided by our customers will be reproduced using CMYK equivalent. We do not guarantee color matching.
Fonts: Make sure your fonts are converted to outlines (converted to outlines for Illustrator and PDF, converted to ‘shapes’ for Photoshop).
Images: No lower than 300DPI. Be sure to include or embed all of your placed/imported images.
Click here to view all our production times. Delivery schedules, turn-a-round times and other terms used by Active Print Media merely reflect the average completion time of similar orders and will be affected by run lengths, special customer requirements, workloads, holidays or equipment breakdowns.
We are not responsible for shipping carrier errors, orders sent to residential addresses or post office boxes. Where production schedules are not adhered to by the customer, final delivery date(s) will be subject to renegotiating. Allow an average (not guaranteed) of 3-5 working days for the completion of all standard and specially priced orders. Any order to be completed at a "RUSH" is available at an additional cost.
Should you need to return a product due to order cancellation or for any other reason not covered by our warranty, we reserve the right to carry out a 100% inspection of the product before accepting the return.
All returns of this nature are susceptible to a 25% restocking fee. Any shipping back is the responsbility of the customer, shipping damages need to be claimed within 48 hours of receiving the product. Unwanted returns will not be accepted 14 days after the shipping date of the original product.
Active Print Media will not accept the return of a used product, a custom made product, or inkjet graphics.
Yes. Signing up for an account will allow you to track all your orders with us, and reorder with ease!
There are three stages your order goes through!
- Pending: We have received your order and are processing the artwork. Then we are waiting on eProof confirmation from you!
- Processed: We begin production on your order! It's printing as we speak..
- Shipped: All done. You are in the queue for order shipment. A tracking number is generally issued with your order, which you can track on the FedEx website.
Artwork, Template Questions
We accept Adobe Photoshop (.psd), Adobe Illustrator (.ai), Adobe Acrobat (.pdf), Tagged Image File Format (.tif, .tiff), Encapsulated PostScript (.eps), High Resolution JPEG files (.jpeg, .jpg) files.
We do not accept the following files: Adobe InDesign, PowerPoint, Microsoft Word, Microsoft Publisher, or CorelDraw.
All files can be directly uploaded to our FTP server, emailed directly to design, or uploaded with your order at time of online purchase.
To avoid design fees, please make sure your artwork is "print-ready" and submit your artwork by placing it in our templates. Print ready means your artwork must have no errors and be ready to print when submitted. You will incur a set-up fee if your artwork is NOT print ready!
For additional information regarding proofs, changing your artwork, and more, please refer to our artwork guide.
We provide free, digital E-Proofs for every order. We do not start production on your order until YOU have approved the proof!
Please review your proof carefully. The customer's failure to question or change these specifications to meet their needs will not warrant a reprint or discounts on future orders.
E-proofs supplied by email are not considered hard proofs and are to be used for placement only, not for color or resolution. It is the client's responsibility to check e-proofs for spelling and grammar errors. Client-approved e-proofs that contain errors will not be reprinted free of charge. Please check your proofs thoroughly and carefully.