Customer Support

Quality Guarantee

Foldfactory’s Quality Guarantee is straightforward: You supply us with an error-free print file, we’ll use it to give you superb print. If we make an error, we will do what we can to rectify the mistake. If we can’t make it right, we will refund your money.

Please continue reading for a detailed description of Foldfactory’s Quality Guarantee.

100% Quality Guarantee

When you place an order at Foldfactory, we assume that you will supply an accurate, error-free print-ready flattened .PDF file. Customers are expected to check to be sure that files are complete and accurate for print purposes. As the customer, you are responsible for checking:

  • Accurate bleeds, crop marks, die lines, etc.
  • Spelling, grammar and punctuation
  • Design elements and graphics
  • Good image resolution
  • Appropriate 1-up file setup

If a print flaw in your job was caused by Foldfactory equipment, we will re-print the order at no extra cost. In order to receive a replacement, please notify us within 30 days of receipt of the completed order and provide substantiation of the issue. Replacement requests made more than 30 days after receipt may or may not be honored, based on the circumstances.

After the defect has been verified, we will establish a course of action. We may ask you to send the flawed print work back to Foldfactory at your expense. If we determine that it will not be possible to attain a good outcome by replacing the order, we may elect to refund part or all of the original amount of the order, at Foldfactory’s discretion.

 

Errors

Foldfactory is not responsible for defects in final products that are a result of the following reasons:

  • Spelling, grammar or punctuation
  • Design elements and graphics
  • Color transparency issues
  • Damaged fonts
  • Low image resolution after fair warning before printing
  • Overprints (printing one color on top of another or “trapping”)

Foldfactory is also not responsible for improper file setup, including:

  • crop marks
  • bleeds
  • final product size
  • modifications to Foldfactory dielines
  • folds, scores or perforations
  • page alignment
  • page orientation

Foldfactory will not make any alterations to design elements in the digital print file without prior customer approval. To be sure that your order is setup appropriately, a hard proof is recommended.

Color Accuracy

Foldfactory will produce color from customer-supplied print-ready files as accurately as possible, but even under the best conditions, precise color matching is not always achievable. This is a fundamental limitation in the digital printing process. The phrase “color match” refers to the color rendering intent indicated in the submitted artwork. If your project is color critical, we strongly recommend ordering a hard proof.

Canceling an Order

Orders may be canceled at any time prior to approval of the proof for a full refund. If you cancel the order after a proof has been approved, but before printing has started, we may offer a partial refund. After printing has started on a project, a refund is frequently not possible. If we printed and shipped a hard proof for your review, it will be deducted from the refund amount.

Refund Policy

A full or partial refund may be offered in some circumstances when no production work has begun on your order. The refund would be adjusted to account for fees charged for hard proofs or other services that may be associated with the order. Foldfactory will not be held accountable for damages or delays caused by shipping carriers. Please read the shipping section below. The cost of postage for mailing projects cannot be refunded.

Full Refunds are typically not possible once Foldfactory begins production on the order. Production will start only after payment has been received, artwork files have been uploaded, and proofs have been approved. Artwork uploaded after the proof has been approved may not be honored.

If it is determined that Foldfactory has made an error, the order will be reprinted and shipped to you at no additional cost; however, Foldfactory will not be held accountable for errors in submitted print .PDF files.

Turnaround Time & Proofing

Turnaround time begins after the proof has been approved, not at the time when the order is placed. When a proof has been prepared for your review, an email notification will be sent to you that includes a link to your job and proof.  It is recommended that you add no-reply@Foldfactory.com to your email program's "safe senders" list to assure you receive status updates from our order system. You will receive an email notification that a proof is ready for your review. You are responsible for logging in to your Foldfactory account and approving your proof.

Turnaround time starts at the next occurrence of 9:00 am Central Time on the business day after your proof has been approved.  Foldfactory is closed Saturdays, Sundays and Holidays. These days will not be counted when turnaround time is calculated.

If the proof is not approved and changes must to be made to the print file before the order can move forward, the proofing cycle will begin again and turnaround time will be recalculated based on final proof approval.

Turnaround time doesn’t include mailing or shipping transport times. Please allow extra business days to receive your order based on the shipping method you choose.

Turnaround time for print jobs with ground shipping aren’t guaranteed. We do what we can to meet published dates, but orders with expedited turnaround and/or expedited delivery service take priority over ground shipping orders.

Turnaround time for print jobs with expedited turnaround and/or shipping is guaranteed. In order to qualify for this guarantee, Foldfactory must receive approved proofs by 9AM CST of the first day of the turnaround period. When the order has been transferred to the common carrier (typically UPS or USPS), the guarantee will be considered fulfilled. Foldfactory cannot be held responsible for the performance of the common carrier. Shipping issues do occur, so be sure to place your order early to ensure your job is received on time.

If Foldfactory fails to meet a guaranteed deadline as described, we will offer you a pro-rated refund of any rush charges or a complimentary upgrade of delivery service to meet your delivery date needs. Cancellation of an order based on turnaround time is allowed if when placing the order you indicate that the job is time sensitive and needs be shipped by the chosen turnaround time.

Long Runs / Complex Cuts / Die Cutting May Require Time

Foldfactory reserves the right to extend turnaround times for high quantities, complex laser die cutting, or jobs that are process intensive. The following types of jobs might need extra turnaround time:

  • high quantity
  • numerous finishing options
  • certain types of coatings
  • complex die cuts or folds

If your job requires extra time to finish, a customer service representative will contact you and offer an estimated turnaround time before production begins on your print job.

Shipping

Foldfactory’s responsibility is limited to preparing the print order and transferring the package to the carrier for shipment. We cannot be held responsible for the conduct of the common carrier. Shipping issues do occur, so if you must have your work by a certain day, plan several extra days into the job cycle. In other words, place your order early!

Foldfactory uses UPS for its common carrier.  Alternative shipping methods can be accommodated by special arrangement.

Shipping transit times vary. Foldfactory accepts no responsibility for delays caused by shipping carriers, inclement weather or damages that occur as a result from late shipment deliveries. Unexpected delays can arise with any delivery service, such as equipment failure, etc. Foldfactory is not accountable for damage caused to contents of packages in the course of shipment.

If your package is damaged or lost in transit, please contact customer service to discuss a fair solution.

We cannot ship to P.O. Boxes or APO/FPO.

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