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     Ipwich Print & Design

Frequently Asked Questions
Have you ever had a question and either didn't know where to find the answer or were a little embarrassed to ask? If so, you've come to the right place.
As the name of this page suggests, this is a compilation of answers to the questions many of our customers commonly ask.

All of our customer support and service is conducted via email, for conversation tracking purposes.  If you cannot find an answer to your questions below, please feel free to 'Drop Us A Line' using our Contact Us Page with the details of your query.  We will assist you as quickly as possible.

Payment Questions:

Ordering Questions:

Artwork Upload Questions:

Proofing Questions:

Delivery Questions:

Printing Questions:


Payment Questions:
What payment methods can I choose from?
We accept payment by credit card (VISA and MASTERCARD only), cheque or cash.

What happens if my credit card declines?
If your credit card payment declines you will be notified by e-mail or phone, and your order will automatically be put on hold. To proceed with your order you will need to provide valid credit-card details.

Do you keep credit card information on file?
We understand there can be some anxiety in using your credit card.  Please be aware that we take the security of your card details very seriously. We only use the Bendigo Bank secure SSL connection when processing your credit card details for your order.  Once your order has been completed, credit card details are not retained.  

Can I set up a payment account?
Sorry, this is not possible for new customers or businesses with less than 20 staff. We require payment in full when each order is picked up.  If you select payment by credit card when your order is placed, your card will be immediately debited.

Do your prices include GST?
Our prices always include GST.

Do your prices include postage?
No prices listed include delivery. Prices vary too much to include the delivery costs in each product. Yes, we can deliver printed products to any place in Australia - please call to get a price for postage. All products will need to be paid in full prior to delivery.

Why are your prices so low?
We do bulk small to medium sized orders and to keep prices low, we have automated our print management system for proofing and administration purposes.

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Ordering Questions
How do I place an order online?

Please click here for a comprehensive guide on how to place an order. This guide is broken into a series of simple steps for your convenience.

How do I place multiple items on the one order?
When you have completed ordering 1 product, you will be ready to place an order for the next product. When you have completed ordering all of your printed products then proceed to the checkout to begin the process.

How long will my order take?
Delivery estimates for all the products that we offer can be found by clicking the links on the left hand side of our web page and navigating to the item/s you require.  

A priority surcharge is also available for many of our products.  This can also be found by clicking the links on the left hand side of our web page and navigating to the item/s you require.

Will I receive an email notification and tax invoice when I place an order?
Yes, when you successfully place an order you will receive an order confirmation/tax invoice email.

Is it possible to re-print a tax invoice?
Yes, you can have a re-print of your tax invoice by phoning (07) 3282 3800

Is it possible to order a re-print of a previous job?
Yes it is! If you are registered to use the Online Print Management system you can request your previous print orders to be reprinted.
If you are not registered to use the Online Print Management system you will need to email, call in or phone to have your order re-printed.
Can I order a larger quantity or an item not listed on you website?
Please go to our Contact Page and fill out the online form to submit a request for the quantity or the item you require.

What happens after I place my order?
On receipt of your order and payment, your artwork will be set up and a PDF proof will be created for your approval.

If your artwork is incorrect and a PDF proof cannot be created you will be notified by email and given instruction on how to re-supply your artwork.

On approval of your PDF proof, your order will be sent to print. Please note, approval is final, once approval is recieved, it is not possible to change your order/artwork/delivery address in any way.

How long does it take for you to complete my order?
Delivery estimates for all the products that we offer can be found by clicking the links on the left hand side of our web page and navigating to the item/s you require.

If your job is urgent, we offer a priority surcharge for many of our products.  This can also be found by clicking the links on the left hand side of our web page and navigating to the item/s you require.

Is it possible to cancel my order?
If you wish to cancel your order please follow the steps below:

- Please log in to your ‘My Account.’ and cancel your order. If you do not use the Online Print Management system then you need to email us

Pleaes note, cancellation of an order will incur a cancellation fee as per the terms and conditions that must be agreed to when placing an order online.  It is not possible to cancel an order that has already been approved for printing.

Which web browser should I use?
If you are using a Mac with Safari, please use Firefox as you may experience problems with Safari. If you are using Google Chrome on PC or Mac, we suggest you use Internet Explorer or Firefox for better results.
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Artwork Upload Questions:
How do I upload my Artwork?
Uploading artwork is part of our Online Print Management System. When setting up your Online Print Management you will be need to enter your billing /shipping details and review your order. After you have completed these steps, you will be prompted to upload your artwork.
For a comprehensive guide please by clicking here.

Please understand that it is not possible to place an order without having artwork.  It is only after artwork has been uploaded, or created, that your order will completed and billing/payment details will be transacted.
A tax invoice will also be emailed to you for your reference.

Where do I upload my Artwork?
Uploading artwork is part of our Online Print Management System. For a comprehensive guide on how to use our online ordering system please view by clicking here.

If you do not want to use the Online Print Management system you can use several other forms on our website.
Large File Upload (upto 100mb)
Contact Form


What files should I upload?
As a discount commercial printer, please upload press ready artwork which is correctly prepared for commercial printing. Where possible we prefer press ready PDF files. For help with creating your artwork, please refer to our Artwork Checklist.
If you have ordered:

  •  "I Am Supplying Press Ready Files" (click here for specifications)
  • “Check My File/s & Make Press Ready” (click here for specifications), or
  • “Create Artwork Design For Me” (click here for specifications).

Please upload all files necessary for us to perform the required amendments / design work.

Do you accept artwork via email?
We do accept artwork via email. All artwork must be uploaded to us using either the Online Print Management System, email or in person. If you attempt to send us artwork via email, some Internet providers have limitations to the size of files sent. Virus detection software and some email programs may not permit sending email with file attachments.

What is the maximum file size I can upload?
We can accept files up to 100mb in size.  This is more than large enough to cater for correctly prepared press ready artwork. 
If your artwork/files are bigger than 100mb, we advise you distil your artwork using our job options file which (can be downloaded here) and flatten any/all complex vector graphics to further reduce the file size.

How many different files can I upload?
As part of our Online Print Management System there is only one artwork slot for one final print ready PDF per order.

Other PrinTrix ordering forms have two artwork upload slots per order being placed.  If you need to upload more than two files for an order, please compress all files into one rar archive to be uploaded (Windows instructions, MAC instructions).

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Proofing Questions:
What is a "proof"?
A soft PDF proof is supplied for every order.  The soft PDF proof allows the customer to confirm we are printing the correct file and that the trim marks are in the correct location. Every order must be approved prior to printing.

Will I be sent a soft PDF proof before my order is sent to print?
Yes, a soft PDF proof is always supplied for your approval prior to printing. Printing cannot commence until the proof has been approved.

How can I re-supply my artwork?
To re-supply artwork 

- Please click here and log in to your ‘My Account.’
- Locate your order and click on  ‘View Details.’
- Click on ‘Re-Supply Artwork’ to place your re-submission order. 

Please note, all artwork re-submission incurs an $19.00 fee. It is not possible to re-supply artwork free of charge.

Can I supply artwork via email?
We do accept artwork via email. All artwork must be uploaded to us using either the Online Print Management System, email or in person. If you attempt to send us artwork via email, some Internet providers have limitations to the size of files sent. Virus detection software and some email programs may not permit sending email with file attachments.

What if I need to make changes after I have approved my proof?
We use a fully automated system and unfortunately it is not possible to change/cancel an order once approval of a proof has been made.  Please refer to our terms and conditions by clicking here.

Do you offer hard copy proofs?
Unfortunately we do not offer hard copy proofs.

Can you amend my artwork for me? 
Yes we can. We offer services to 'Check My File/s & Make Press Ready,' as well as offering full graphic design.  Both of these services can be selected when choosing your product quantity (see examples below).  If these services are not available for a certain product on our website, please click here and fill out the online form to request a quote from our design department.   
 

'Check My File/s & Make Press Ready' specifications, please click here.

'Create Artwork Design For Me (Graphic Design)' specifications, please click here.

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Delivery Information:
What is the cost of delivery?
We use Australia Post for Australian deliveries and prices do vary depending on type of print job and quantity. Customers do have an option of organising their own courier company to pick up their print order after payment finalisation.

Is it possible to change my delivery address?
Once an order is placed it is not possible to change the delivery address.  In light of this, please ensure that you take extra care to enter the correct address when placing an order online.

Can I arrange pickup of my order?
Yes you can!

What is the Priority Surcharge?
The Priority Surcharge guarantees dispatch by Express Post within 2 working days from receipt of payment and final proof approval (from our Brisbane City facility) if made by 12.00pm on a working day.

If approval is made after 12.00PM, or on a weekend/public holiday, dispatch from Brisbane City will be guaranteed 2 working days from the following working day.

More information can be found by ticking the Priority Surcharge option when choosing your product quantity.  

Can my order be left at my delivery address without a signature?
Yes this is possible. During the order process, on the Billing/Shipping page, under Delivery Conditions there is the option to leave your printing outside or near the front door of the delivery address if no one is availabe to sign.

My printing was returned to the depot, how do I get it re-delivered? Please note, re-delivery of an order is not possible.  You need to call the number on the card that the courier left and arrange to pick up your printing from the nearest depot.

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Printing Questions:
Do you print offset or digital?
We are proud to use both digital as well as offset presses in our production facilities – Our digital presses are not digital photocopiers, but state of the art digital production machines.

What is cracking?
Occasionally with magazines/folded jobs there can be a small amount of cracking of the paper along the fold/spine. Paper being made of fibre can naturally crack the printed ink, this is unavoidable. If this is an issue for you, we recommend avoiding heavy ink coverage in your design where the folding is to occur.

Do you guarantee colour matching?
To achieve our low pricing, our products are bulk printed and as such, we are unable to offer colour matching. Colours may vary from day to day, press to press and during a run. Do not place your order if colour matching is required or you are not able to accept colour variation.

Do you have a specific job options file?
Yes we do, please click here to navigate to our templates page to download our job options file.

What paper types/brands do you use?
We use a range of different paper types and paper suppliers. These can change due to price, availability etc. From time to time certain paper or card stocks may be unavailable. We reserve the right to substitute any paper or card with an equivalent type of gsm paper without notice.

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