The Online Printer FAQ

General
Ordering
Security
Payment
Accounts
Turn Around
File Preparation
Delivery
Public Holidays and Weekends
Sending Files

 

General

How can I contact you guys?
You can reach us through our email help@theonlineprinter.co.nzand we reply promptly within the same working day. This way, you can talk directly with the guys responsible for your jobs.

What are your operating hours?
Our operating hours are from 8:30am to 6:00pm NZ time from Monday to Friday.

Security

Is it safe to order online?
Definitely. All credit card information is submitted and retrieved with a secure connection to our server and remains secure at all times. We use the latest secure server technology.

What about privacy?
We only use your details to contact you or send you our special promotions. No information will be shared with other companies or websites. We keep all information confidential. You can read more on our privacy policy here.

Payment

What payment options are available?
We only accept credit card payments.

When do I pay?
Full payment is required at the time of the order.

Is the price on the website GST inclusive?
No. The prices listed on the website are excluding GST. The GST will be calculated and added onto the final price during the ordering process.

Can I get a refund?
If there are any problems with your orders, we will reprint the job or offer credit to be used on future business with us. Please refer to Terms and Conditions for the full details.

Can I get a discount for bulk orders?
No. Our current prices are already very cheap and pricing is done in a way so that larger quantities are more economical. From time to time we may offer promotions. You can see what our current special is here and sign up to keep up to date with the latest specials here.

Accounts

Do I have to register to buy products from this website?
Yes. Registering allows us to contact you when the need arises. By registering, you will also benefit from special member promotions and gain access to the accounts section on our website. You can register here.

Is there any way I can order without registering?
No. Unfortunately you cannot place an order without registering.

Why do I have to register?
It allows us to identify you and contact you when the need arises.

How do I access and change my details?

You can go to 'My Account' at the top right corner of the site to access and change your details.

Is it important to provide correct details?
Yes. For us to do business efficiently, it is vital for us to have your correct details.

File Preparation

What happens if the file that I supply is incorrect?
We will check your artwork and let you know if it is incorrect. You will have a chance to reply and provide amended artwork. The turnaround time for any product is based on the artwork being approved first.

What file formats can I supply?
To make sure that we are printing exactly what you are seeing at your end, we only accept Portable Document Formats (PDF). More information on printable file formats are available here.

What’s bleed and how do I supply with bleed?
In order for your finished print to have colour right to the edge you must supply your artwork with an extra 2mm of 'Bleed' all around. This 2mm extra will be trimmed off, leaving you with a print that is the correct size and has perfect looking edges.

What’s the difference between RGB and CMYK?
With light, colour is made up of RED, GREEN, and BLUE. With ink, colour is made up of CYAN, MAGENTA, YELLOW, and BLACK. Hence the RGB and CMYK Acronyms. Images can be saved in both colour modes. Images  saved in RGB mode are for use on the internet or viewing on screens (As screens use light to make the colour). Images saved in CMYK mode are for printing and may look a little less vibrant when viewed on a screen.

Can I supply my work in both RGB and CMYK?
Yes, we do accept both RGB and CMYK artwork.

Will the prints match the colour on the monitor?
No, monitors use RGB to make colour and printers use CMYK. There will be colour variation between your monitor and what prints. The best way to keep a consistant colour is to note the CMYK values and use the same values next time.

Do you have templates available?
Templates will be available for all of our products soon. If you have any enquries please email help@theonlineprinter.co.nz

What are your resolution requirements?
Any images that are used in your artwork must be a minimum of 300dpi or be vector to achieve a crisp quality print. More information on resolution is available here.

Where can I get more information on file and image resolution?
Click here to see what Wikipedia has to say about image resolution.

Where can I get more information on file preparation?
Step by step instructions for file preparation for most common artwork programs are available here on our website. If you are using a different artwork program we recommend using Google to research the process specific to that program.

Where and how do I upload my artwork?
Once you have chosen your product and its printing options you will be prompted to upload your artwork. We accept PDF format only.

Is there a size limit to my artwork file?
Yes, there is a 100Mb upload limit.

What happens if there is a problem with the file I have supplied?
If you’ve sent us a wrong type of file, we will get in touch with you to confirm whether you want to pay us a small fee to fix the problem or have a go at fixing it yourself.

Do you offer proofs?
No, we currently do not offer proofs, please email us on help@theonlineprinter.co.nzfor more information.

Sending Files

How do I "send a file later"?
If you decide to/have selected "Send files later" when adding your product to cart, this is how you can get your files to us: If your file small enough in file size to email: State the [purhcase reference number] as the subject line of your email and email your file to help@theonlineprinter.co.nz.

What if my file is too large to email?
If your file exceeds 50mb and you cannot downsize the file any more, we recommend you try using an external file upload site like dropbox or yousendit (please note that The Online Printer is not related to the mentioned file upload sites, use external sites with discretion).

Ordering

How do I purchase products from the website?
Choose a product, pick your options, upload your artwork, pay and wait for delivery.

What information do I have to provide?
We’ll ask for your contact details and some optional information. Your credit card details are also collected during the ordering process but nobody will ever get to see it. Fore more information, please read our privacy policy.

What are types or artwork variations?
Types or artwork variations are same designs with a small difference. A good example is business cards where you may have the same design but different names. Please note that two completely different artworks are not considered as types.

How many types am I allowed?
You are allowed up to 20 different types as long as they are of the same artwork with minor alterations.

Do you keep a record of my previous orders?
Yes. Your previous orders are kept with us for ease of reorders. These will soon be accessible in your accounts, in the mean time you can email us onhelp@theonlineprinter.co.nz and we'll get back to you on the same working day.

Can I order outside of New Zealand?
Yes. You can order outside of New Zealand, but the goods can only be delivered to a New Zealand address.

Can I order jobs other than the standard formats available?
No. To keep everything online, we can only offer what we have on the website. If you can’t find the product you are looking for, email us on help@theonlineprinter.co.nz and we’ll consider making it available on the website.

Do I get any extra prints just in case of a stuff up?
Yes. We always print extras to cover for those odd stuff ups. What’s left will be sent to you.

Turn Around

What is your standard turn around?
Our standard turn around is 3-5 working days from the approval of your artwork files. Some products have different turn arounds  so please check the turn around of the product you are ordering as you order/check-out. 

Does the turnaround time include delivery time?
No. The turnaround time is the time it takes for us to print the work. Delivery time is then added on to calculate the time it will take for the goods to make its way to you. Please note that although we will try our best to estimate the delivery time, it may vary depending on the courier providers.

Delivery

How much is Delivery?
Delivery is currently FREE*! We have an introductory offer of FREE delivery throughout New Zealand. All deliveries are delivered via tracked courier and will take between 2-3 days nationwide with the exception of rural deliveries which can take an extra 5 days. Please don't hesitate to email us on help@theonlineprinter.co.nz if your package has not arrived past the estimated timeframe. 

*To allow us to be able to continue the FREE nationwide delivery service for the vast majority of orders we have introduced a minimim order total of $19.50 to be eligble for FREE nationwide delivery. If your order is les than $19.50 you will pay the difference towards the delivery cost. For example if your order totalled $18.50 incl GST then the $1 difference will be added to your order. Unfortunately an additional fee of $5 for rural deliveries (passed on from the courier companies) will be charged regardless of the order reaching the free delivery threshold or not.

Do you do Rural Delivery?
Rural Deliveries can take an extra 5 working days to be deliveried. Unfortunately an additional fee of $5 for rural deliveries (passed on from the courier companies) will be charged regardless of the order reaching the free delivery threshold or not. If your address is a rural address but you have not checked the rural delivery tickbox we will debit the rural delivery charge from your account.

Can you deliver to two addresses?
No. We only offer delivery to one New Zealand address.

Can you deliver to an overseas address?
No. Unfortunately, we only offer delivery within New Zealand at this stage.

Can you deliver to a PO Box?
No. A signature is usually required on delivery of the goods so we need to deliver to a physical address.

Do you allow pick ups?
No. We don’t allow pick ups at this stage.

Can I check the status of the order?
Currently, No. However, if you would like to check the status of your order, you can email help@theonlineprinter.co.nz and we will reply on the same working day.

Does the turnaround time include delivery time?
No. The turnaround time is the time it takes for us to print the work. Delivery time is then added on to calculate the time it will take for the goods to make its way to you. Please note that although we will try our best to estimate the delivery time, it may vary depending on the courier providers.

How long will it take?
Please take into account both the turnaround and the delivery time.

Public Holidays and Weekends

Do you operate on the weekends?
No. Our production facility does not operate over the weekend. However as jobs are prioritised in the order we recieve them, feel free to place your order on a Saturday or Sunday to get first priority on Monday.

Do you operate on public holidays?

No. Our production facility does not operate on public holidays. However as jobs are prioritised in the order we recieve them, feel free to place your order on a over a public holiday to get first priority on the next wroking day.

 

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