FAQ

Placing your order and uploading your images

You'll upload your files/images AFTER placing your order and checking out.  After check out you'll receive a confirmation email containing a link to upload your images.  You can include specific instructions about your layout, picture placement, personal statistics and other info to be printed on your card/printed piece on the order form that appears when you click "Add to Cart".  You can also make layout notes on the image upload screen.  We will design your card/print job and send you an email proof for approval prior to printing.  Nothing will be printed prior to receiving your proof approval.

Digital Re-Touching

We will only perform retouching that you specify.  Please note any retouching requests on the order form that appears when you click "Add to Cart".  This is the same form where you can place your stats and other information to be printed on your cards.  You can also make notes on the file upload screen. A single stray hair or blemish can be repaired at no additional cost. More complex touch ups will be quoted after we receive and review your image(s).  

Proofing

All of our orders are prepaid.  Your payment will be processed after you complete the checkout process.  An email proof will be sent within a few hours of receiving your order. Complex designs and layouts may require additional time and/or fees.  If any additional fees apply we will notify you immediately.  Orders submitted after normal business hours may receive a proof at the start of the next business day. Please reply to the proof email with any revisions or questions regarding your order. Detailed instructions on submitting new artwork or photos will be included in the proof approval email. When you are ready to approve your order, just reply to the email. NOTHING WILL BE PRINTED PRIOR TO RECEIVING YOUR EMAIL PROOF APPROVAL.  If you cancel your order prior to approving your proof you will be provided a full refund. There are no hidden charges.

Layouts

Everything we create is by hand and we do not use pre-designed templates.  If you would like us to follow one of the design samples from our web site, please make note in the special instructions box of the order form that appears when you click "Add to Cart".  If you do not make note of a specific design sample to follow we will take our own creative liberty in designing a layout for you.  Please include any requests/details about your layout in the "special Instructions" section of the order form that appears when you click "Add to Cart".

Sending Pre-Designed/Print Ready Files

If you've already designed your layout you can send us print ready files.  We prefer print ready, high resolution PDF, JPEG, or TIFF files.  High resolution means a file that is at least 150dpi, ideally 300 dpi.  Once we receive your files we will pre-flight them and send you an email proof to approve prior to printing.  Please include a 1/16" bleed for trimming and keep text and images that you do not want trimmed away from a safe zone of at least 1/8" on each edge.

Shipping and Turnaround

Our standard turnaround provides shipping of your order within 3-4 business days of receiving your email approval. That means it will leave our premises within 3-4 business days of receiving your email approval.  In transit shipping time will vary based on your location.  All orders are shipped via Priority Mail unless you specify otherwise. We do offer rush shipping/handling for $49. This option guarantees that your order will leave our premises within 1-2 business days of receiving your approval.  We will send you a confirmation via email with tracking information when you order ships.  Please let us know if you have a delivery deadline as we can try to advise on the best shipping method to meet your requirements.

Contacting us regarding your order

For the fastest response, please send us an email with any questions regarding your order! production@otlgraphics.com