Customer Support


A digital PDF soft proof will be available for review within 24 hours after your design file has been submitted, though we strive to provide PDF soft proofs within 4 business hours. Proofs are processed and created during Foldfactory’s normal business hours of 8 a.m. to 5 p.m. Central Standard Time, Monday through Friday. You may also request a printed hard proof to be shipped to you for an additional fee.

We highly recommned printing and folding down your soft proof to confirm your artwork is in place as it can be difficult to visualize folded materials when laid out flat; Foldfactory is not responsible for improper placement of artwork. If you would like assistance with your art, we'd be happy to help. The hourly rate for design and file preparation is $99/hour, which is charged by the quarter hour. 

Proof times vary depending on when your order is placed, what product you have selected, and our current order volume. Proofs must be approved by 9:00 a.m. for same-day printing. Proofs approved after 9:00 a.m. will be printed on the next business day.

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, that order will be shipped out of our facility by end of business Wednesday.

If you have a hard deadline and you need your order by a certain day, please indicate that on Step 1 of Foldfactory’s checkout process where you can tell us when you need the order delivered by. We will do whatever we can to ensure you receive your print project in time for your hard deadline.

No job will be printed without your prior expressed approval, whether you select a digital PDF proof or a hard proof. If your 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 proof’s final approval. It is your responsibility to log in to your account and approve your proof. We are not responsible for delays incurred due to proofs that haven’t been approved in a timely manner.

PDF Soft Proofs

The digital PDF soft proof is the final opportunity to check the layout, bleeds, crop marks and final text. Electronic proofs do not show transparency or overprint issues. Neither do they show color changes resulting from converting CMYK or Pantone spot colors to sRGB. Please open your proof in Adobe Reader, as opposed to opening within the web browser. Viewing proofs in your web browser may not reflect an accurate depiction of your proof.

Lines on the proof: When you open a digital PDF soft proof from us for the first time, you may see lines on the proof. Making a one-time adjustment to your preferences will correct this problem. Simply open the PDF in Adobe Acrobat, click the “Preferences” menu, then select the “Page Display” category. In the rendering section, click “Smooth Line Art” and “Smooth Images”, then click OK. If you use a different PDF viewer, similar settings may be found under different menu categories.

PLEASE NOTE: A soft proof is not an accurate color reproduction of your printed piece. If you have color-critical work where color accuracy is a requirement, you must order a hard proof.

We want to make sure your printed piece reflects any changes made during the proofing process. When you make changes after seeing a proof, you will receive another proof to confirm those changes, and you can submit up to three rounds of changes. Starting on the fourth proof, Foldfactory will charge a prorated rate of $99 per hour.

Hard Proofs

Printed hard copy proofs will show a realistic likeness to colors that will appear in the final printed piece. If your print piece is color-critical, a hard proof is recommended. While the main purpose of a hard proof is to show how color will be printed, some variation can still happen.

Your hard proof will arrive as a flat, unfolded sheet(s) to review your color critical project. If you would like to see a folded and finished version of your print project, ordering comps may be a better choice. Please see the comp tab on the fold product of your choice for more information on ordering comps.

Requests for a hard copy proof will include an additional fee and extend the amount of time needed to complete the job, as it will take time to print and ship the hard proof. Hard proofs are available in the U.S. only. Should you be outside of the U.S., we recommend ordering a Comp product so that you can see both the color and fold of your project. 

PLEASE NOTE: When envelopes are added to the job, the envelope included with the hard proof will be blank. If you need a printed envelope hard proof, please indicate that in your order comments. A small fee will apply.

File Setup

We check that your file is setup correctly. We will ensure that everything looks correct (bleeds, crop marks, image resolution, etc.) before printing and allow 15 minutes per order for any adjusting that may need to be done. However, if additional time will be needed to fix the file, we will notify you. We charge a prorated hourly rate of $99 for additional work on the file beyond the first 15 minutes. We will never perform billable work without first notifying you and gaining your permission.