Customer Support

Printing Turnaround Time

Turnaround time begins after the digital PDF soft proof or hard proof is approved, not at the time that the order is placed with Foldfactory. When the proof is available for you to review, Foldfactory will send you an email notification with a link to the print job to approve your proof. You can also log in to your account at any time to see if a proof is ready for your review. Most PDF soft proofs are available within 4 business hours. Proofs are processed during our normal business hours of 8 AM to 5 PM Central Standard Time, Monday through Friday.

Multiple jobs are usually combined in order to save on shipping costs. If your Foldfactory order includes two or more jobs, the entire order will ship based on the print job with the longest turnaround time.

When Turnaround Time Begins

Turnaround time for your individual order will begin at the next occurrence of 9:00 a.m. Central Time on the business day after your proof has been approved. For example, if you place an order on Wednesday with a One Day turnaround, and you approve the proof by 9:00AM Central on Thursday, the job will print that business day. If the proof is approved at 12:10 p.m. on Thursday, the job may not print until the NEXT business day, which in this case would be Friday. As another example, a job for Two Day turnaround that you approved by 5:00 P.M. Central on Monday will be shipped out of our facility by end of business Wednesday.

Our production facility is closed Saturdays, Sundays and most major Holidays. Because of this, weekends and holidays are not counted when turnaround time is calculated.

For orders place on Friday afternoon, Saturday, Sunday or before 9:00 a.m. on Monday, you will likely not receive the PDF proof until after 9:00 a.m. on Monday. Pending proof approval, it will print on Tuesday.

If the proof is not approved and changes must be made before printing can begin, the proofing cycle will begin again and turnaround time will be recalculated based on the final approval of an accurate proof.

We will make every effort to produce your order as soon as possible, so in some cases, orders may ship sooner than our turnaround policy states.

Have a hard deadline? Please denote such on Step 1 of the checkout process. If we know you have a hard deadline, we will do what we can to make sure you receive the print project on time.

Long Runs Require Additional Turnaround Time

Orders that are high quantity or have multiple finishing options may require additional time for turnaround. For print jobs that require additional time to complete, you will be notified about how your turnaround time will be impacted and when the order will completed either before or at the time your proof is created for approval.

If you have a high-quantity job or require multiple finishing options and you have a hard deadline that is fast-approaching, please contact us before placing your order. We can estimate how long it will take to print, finish and ship your order, based on when the proof will be created and approved. If Foldfactory can’t complete and deliver the print order by your deadline, we may recommend that you choose a different print provider.

Mailing and Shipping

Mailing and shipping transit times are not included in the calculation of turnaround time. Please allow for additional business days for delivery, based on the shipping method you choose.

Turnaround time for jobs with ground shipping is not guaranteed. We do our best to meet or beat our expected shipping times, but print orders with expedited turnaround and/or expedited delivery service are given added priority.

Printing turnaround time for jobs with expedited turnaround and/or shipping is guaranteed. To qualify for the guarantee, the proofs must be approved by 9 a.m. CST of the first day of the initial turnaround period. The guarantee will have been fulfilled when the order has been delivered to the common carrier (either UPS or USPS).

Foldfactory cannot be held accountable for the performance of the common carrier. Unexpected delays can occur with shipping, so please plan a few extra days into the job cycle if you absolutely must have your order by a certain day.

If we fail to meet a guaranteed deadline as described, we will likely offer a pro-rated refund for any rush charges or a free upgrade of delivery service to meet your required delivery date.

Cancellation of a print order based on turnaround time is allowed if you indicated in the order notes when placing your order that the print job is time sensitive and must be shipped by the chosen turnaround time.