Looking for answers to your questions? Please refer to our comprehensive list of answers to the most common questions that customers ask.

Questions about what files can be uploaded and where to upload them

  • What types of data files can I send you?

    • Flat file, Excel, Google sheet, Database.
  • What type of graphic files do you prefer?

    • Adobe InDesign is preferred. We also accept PDF, Word/Google docs, PowerPoint, Adobe Photoshop, and Adobe Illustrator.
  • How do I send files to you?

    • Files may be submitted through the client console at the top of the page with our Transfer Files service. Please let us know if you would like a private login. Smaller files may also be emailed.
  • Is it okay to send a PDF of the piece that I want printed or mailed?

    • As a reference: Yes! But as a production file, be aware that there are limitations to what we can do with a PDF. We prefer the base art that created the PDF.

Questions about production capacity and timelines

  • What is the minimum/maximum size piece that you can print?

    • We easily print on 8.5″ x 11″ up to 13″ x 19″, with an image area up to 12.48″ x 18.26″
    • Maximum custom image area: 12.7″ x 19.5″
  • What time frame can I expect for my project to be completed?

    • Turn-around is very dependent on the project. Jobs executed from a web-to-print portal will often get printed and shipped faster than an ad-hoc project. We carry out “rush” jobs for an additional charge.
  • What is automation and how does it benefit me?

    • Automation means that processes take place through equipment in a production system without human intervention. This is usually accomplished through special software and programming. It benefits the customer by lowering the cost of processing an order and often results in a faster delivery.
  • How do I know if you have the production capacity to handle our volume?

    • Our goal is to complete all production in our facility. If the volume of your project exceeds our capacity based on your schedule, we may discuss the need to outsource parts of your project. We will work closely with you to ensure your project schedule requirements are met.
  • Under what scenarios do you outsource projects?

    • As a rule, we try to produce everything in house. However, if an element of the project cannot be completed in our production operation, we may outsource.

Questions about mail delivery options

  • Can you give me a specific in-home delivery date for a direct mail project?

    • We can estimate an in-home delivery date, but the post office does not make any guarantees with their services (other than Express Mail). It is best to provide us your desired in-home date so that we can work backwards in developing a proper schedule for your project.
  • Can you guarantee that every one of my letters will get delivered in-home?

    • Our goal is to ensure all letters are delivered, however, USPS does not make any specific guarantees regarding delivery. If a letter to a particular addressee is critical and needs to be verified, we recommend you consider First-Class™ Registered Mail or Express Mail for packages, as both require a signature at an additional cost.
  • Can you track my delivery through the postal system?

    • Yes, every letter has a unique tracking bar code and can be tracked through the USPS® system. For a small fee per piece, we can provide Track-N-Trace service, where you can track your mail pieces via our website through the Client Console.
  • What is the difference between First-Class mail and Standard mail?

    • First-Class mail is delivered within 1-3 days, while Standard mail is delivered within 3-10 days. First-Class mail is required for bills and statements, while Standard mail is often used for marketing and advertising purposes and by non-profit organizations. Standard mail is significantly less expensive, often 40-50% lower than First-Class mail, and nNon-profit mail is even less.
  • What is drop shipping and how does it benefit me?

    • Drop shipping is the process of trucking your mail and is applicable only to Marketing Mail. When using third-party logistics companies, we can drop ship your mail throughout the lower 48 states. This process can potentially speed up delivery and reduce costs.

Questions about our printing processes

  • What is print-on-demand and how is it different from conventional printing?

    • Print-on-demand requires submitting a file to print which goes directly to a printer and can begin printing within minutes. Similar to printing from a computer to a desktop printer, it is fast and easy. It enables a quick turnaround for your printing needs. Additionally, it prevents wasteful inventory because you can print what you need and when you need it.
  • What is the difference between digital color printing and lithographic printing?

    • Lithographic printing is analog, while digital color printing is digital. Lithographic printing still has a place for large print runs that are static in nature (for example, nothing on the piece is variable), and is usually much more cost-effective in those cases. A digital press prints directly from a computer and enables services such as variable web-to-print, commonly referred to as print-on-demand. It is typically faster and much more efficient for smaller quantities.
  • What is the cost variance between digital color and lithographic printing, and which produces better quality?

    • The biggest advantage to digital technology is that it allows everything on a printed page to be personalized or variable, based on recipient data. The quality of printing digitally is excellent. We own and operate a fleet of some of the finest digital presses that produce outstanding quality at an incredible speed. We’re confident you will be pleased with the results.
  • Can you match the colors of my art file precisely when you print them? What should I expect regarding colors?

    • We print from digital color presses and the standard is 4 color process (CMYK). If you are trying to match something, you should provide that piece or a Pantone reference to us and also discuss your color matching requirements with your Account Manager. The quality is excellent but it may not match exactly to the sample you have. It also depends on what you consider the “correct” color. Color on a computer monitor is RGB and it varies greatly between monitor types.

Questions about the services that we offer

  • Why do you recommend web-to-print, and how does it streamline my marketing services?

    • We recommend it because our mission is to simplify and streamline your marketing operations. In many cases, ordering from a simple, easy-to-use web-based system is far more efficient, in comparison with sending emails, corresponding by phone, signing-off on proofs, etc. Web ordering is available 24/7 for your convenience.
  • Why should I use direct mail in my marketing mix?

    • In some cases, digital marketing can be less expensive, but direct mail continues to have a very compelling ROI when it is designed properly, includes a satisfactory value proposition, and has secured strong deliverability. Omni-channel campaigns include both direct mail and digital channels working together to achieve the highest response rate. 
  • What types of response rates should I expect from direct mail?

    • Factors such as a quality list, compelling offer, and engaging creative can influence response rates.
  • Why should I print marketing collateral? Wouldn’t it be less expensive to just provide PDF documents that describe my products and services?

    • Print is a tangible tool when it is well-designed. It can have a major impact and create a huge impression. While it’s certainly cost-effective to deliver PDFs online or through email, there’s real value in providing a piece of marketing collateral, whether a brochure or direct mail piece, in your customer’s hands.
  • What is a marketing collateral management system and how is it beneficial?

    • It is an online web portal that is branded to your business where all of your marketing collateral is organized and readily available for ordering on demand. Our system serves as a centralized location for all of your digital assets. There is no longer a need to search for files or try to figure out which printer has the most recent version of your collateral. And your branding is protected by permission based use.
  • What is omni-channel marketing, and what are the advantages of diversifying marketing across multiple channels?

    • Omni-channel marketing, sometimes referred to as cross-media or multi-channel marketing, is a marketing campaign that consists of multiple marketing channels. It usually combines print and digital that is strategically built into one campaign. For example, it could include a postcard or letter, a personalized URL or microsite, an email campaign or email triggers, text, QR codes, and social media. The advantage? A higher response rate. With more opportunities for the customer to respond in different ways, response rates have been shown to be much higher.

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