Q & A

Since 2007, we have worked with about 10,000 customers, and printed over 4 times that many orders (thanks to happy repeat customers!) Here are some common questions we have encountered that may help you.

Don’t see your question here? Feel free to call:  1-888-587-2383.

Turn Around Times

When can I expect my order?

Printing time varies from product to product and are listed as part of the pricing dropdown. The majority of our products take about a week (5 working days) to print, with a few exceptions. Things that require extra finishing such as Notepads, Pocket Folders Booklets and some speciality Business Cards typically take 1.5-2 weeks (7-10 working days) to print. Extra finishing options such as rounded corners or adding bundling in packs of 100 typically add another day. Please note that these are general guidelines for timing, not guarantees as any number of things could happen to delay print. Also note these timelines are from the time the proofs are approved, not from the time the order is made.

Printing Files & Graphic Design

Can you provide blank printing templates?

YES! We have a variety of templates. To check them out, click here  Use these in your design program of choice to ensure proper resolution, size, bleed and text safety.  While these terms are common to us, the lingo may be puzzling to you.  We want your product to look professional. If you have questions regarding these or any other “foggy” terms, or want us to tweak your file to ensure that professionalism, please call us at:  188-587-2383 ext 1.

What File Formats do you Accept?

PDF, TIFF, or JPG are best. However, we will work with almost anything! Make sure you save everything at the highest quality or at a resolution of 300. The following is a partial list of the formats we work with:

  • PDF
  • TIFF
  • JPG
  • Microsoft Publisher
  • Microsoft Word
  • Photoshop
  • Illustrator
  • EPS

What are your required file specs?

We can make anything work, so if this all “goes over your head”, let us do the worrying for you. Just send in what you have and we will make it work. The ideal specs are as follows: 300 dpi (resolution), with a 1/8th inch bleed and a 1/4 inch text safety. Blank Templates are here.

 Bleed is the 1/8th inch extra added to each edge of a print job. So, a 4×6 postcard should be submitted at the size 4 1/4 x 6 1/4; the cutting process in printing is not absolutely perfect. The extra 1/8th inch will be cut off at the cut line and just in case the cut is off a bit, you will see the bleed rather than plain white. What it boils down is that your graphics should cover that 1/8th inch bleed.

Text Safety is the opposite of a bleed. Because of that slight margin of error in cutting, you should not put text (or anything important) within 1/4 inch of the desired cut line.


What about your graphic design service?

If you choose to use our graphic design service you will find it the simplest way to achieve the absolute best results. Our vast experience and resources take the worry out of the process. You provide us with the text informtion you want to include and some direction as to the look you are hoping for. We can use photographs you supply, or choose from our vast store of stock photography.

From there, we create your design and send you a first proof. We work together with you by e-mail or phone to revise the file until you are completly satisfied.

We receive a great deal of tremendous feedback about our wonderful design staff, citing how easy they are to work with and how prompt they are to reply and address any concerns. Check out our Testimonials page, or Facebook page to see for yourself.

Printing Quality Guarantee Questions

Are your products and services guaranteed?

They definitely are!Absolutely!  Our print products, graphic design services and web design services are 100% guaranteed. We are confident enough in our knowledge and the integrity of our team members that we don’t hesitate to offer a money-back guarantee.

You can read the full guarantee here.

Can I see the proofs prior to printing?

Of course we would not send any file to print without your full approval. You give us the go-ahead before it goes to our printers.

How do you manage to keep your prices so low?

One reason we can offer such great prices is that our business operates mostly online, leaving us with much less overhead than others who operate out of an office.

Secondly, we do a very high volume of business, printing in large batches; our suppliers offer us especially low prices as premium customers.

We believe our good fortune should be your good fortune; we pass on the savings to you!

Is your product good quality?

It is hard to surpass the quality of our products!  We use bright, thick paper and card stock, and use only the best printing technology. See for yourself in our products video. Request a print sample kit to feel it first hand.

What are the hidden fees?

None whatsoever! Like you, we hate surprise fees. Prices listed are what you pay. For a complete cost including tax and shipping (if applicable) give us a call at 1-888-587-2383.

Do I lose my deposit if I’m not satisfied?

We work extra hard to satisfy you with with a great product, through numerous revisions and one-on-one consultation with you. If, after all of this, you are not happy with the product, you can expect a full refund of deposits or fees paid up to that point. Refer to our guarantee policy here.

If I have a problem, what do I do?

We work very hard to ensure our jobs and projects go smoothly. That being said, on the rare occasion when something does go wrong, we pride ourselves in resolving matters quickly, fairly and thoroughly. We think this is what sets apart the great businesses from the good businesses.

What is colour variance? How does my computer monitor affect things?

Computer monitor manufacturers do not make monitors with accurate colour reproduction in mind. Because people associate brightness with better quality, monitor manufacturers almost always make monitors significantly brighter than is actually accurate. This is true across the board. Even if you have a high quality Apple monitor, there is a very strong chance this will be the case. Monitors also provide you settings to adjust brightness and contrast to your taste and there’s certainly no guarantee from anybody that this will produce an accurate representation on your monitor.

The problem this can cause is that your graphics, in actuality, are darker than they appear on the screen. This is often discovered when a print job comes back darker than it appeared on the monitor. A monitor can also be displaying too much red, or blue or any number of problems. However, having too much brightness is the most common problem.

We seriously recommend that, unless you have significant experience with offset printing, you consider brightening your files by 20% or so, or request that Vertical Thinking brighten them on your behalf, to have them come out closer to what you were expecting.

IMPORTANT: If you are wanting a print job with us to come out like a previous print job you have done elsewhere or are significantly concerned about the accuracy of the colours and brightness, we strongly recommend you send us a hard copy you are happy with so we can adjust your files on our end, using our calibrated monitors.

Miscellaneous Printing Questions

What methods of payment do you accept?

Through the website we accept Visa, Mastercard, American Express and PayPal. However, over the phone were able to accept other forms of payment such as email money transfer and business cheques. As long as we can put it in the bank, we will take it 🙂

What is the difference between digital and offset printing?

Digital printing is generally used when printing smaller quantities. This is because there is much more time and cost involved with preparing for an offset (printing press) job. Offset printing is used for larger quantities where the higher cost of setup is justified by the lower cost of production per piece. The quality of our digital and offset product is very comparable and on most products, it is very difficult to tell the difference. However, the industry consensus is that offset printing produces the preferred quality. As a general rule of thumb, quantities of 100, 250 and 500 are printed digitally, while quantities of 1000 and above are printed offset.

Is your product environmentally friendly?

All of our products are created very Green! At each step of the production process, we are very environmentally conscious. Here are a few examples of how we are attempting to respect our planet:

  • All paper stock is created using approximately 30% recycled content.
  • We use soya-oil based inks instead of traditional petroleum-based ink.
  • We use coatings that consist of very low to 0 traces of VOC.
  • Fountain solutions are free of or use reduced VOC solutions.
  • We use alcohol substitutes rather than alcohol.
  • We use paper that is produced specifically for paper-making. This means our paper is not produced from illegally forested trees.

What type of equipment do you use?

From start to finish, your orders are processed on state-of-the-art equipment to ensure your printed materials are of the highest quality. We use the latest technology in software, printing equipment and processing procedures along with the latest in Pre-Press equipment, Computer-To-Plate Technologies, Sheet fed Presses, both Full and Half Web Presses, inline coating capabilities, several cutting systems, multiple folding machines, stitching lines, drilling and assembly stations.

What does shipping cost?

95% of the time shipping is free! There are certain exceptions for very small orders and remote locations. During your checkout process you will be told the cost of shipping if any.

What is bundling in 100s?

This is done primarily for customers who are going to be distributing with USPS EDDM (and sometimes other distribution companies) which require that everything be bundled in 100s. If you choose this option, your postcards or brochures will arrive to you separated into groups of 100s using elastic bands.

Can I use two sets of graphics for my print job?

You cannot split an order, such as 5000 flyers into 2500 of one version and 2500 of another. To do this, you need to order two sets of 2500. The runs are defined by the fact that the graphics are the same for every piece. That being said, we are happy to pass along multi-item discounts when possible. Please call 1-888-587-2383 ext1 to discuss your job.

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