FAQs // savoirprint help

Frequently Asked Questions
Click below for a brief answer to these frequently asked questions:

Contact Info: How do I contact you?
Ordering: How do I order?
Account Setup and Log-In: Do I need to log in or set up an account to browse the site?
Credit Card Payment: Do I have to pay before I upload my file?
Secure Credit Card Transaction: Is my Credit Card information safe?
Shipping Cost: How do I calculate the shipping cost for my order?
Sending files: Can I FTP or e-mail my files to you?
Product sizes: I can't find the size print product I need.
Custom Printing: I need to print something that doesn't fit your products. Do you do custom printing?
File Preparation How do I prepare my file?
PDF/File Formats: Is PDF the only kind of file I can upload?
Stuffing files: Do I need to stuff or ZIP my file?
Templates: Do I have to use your templates? What do the colored lines on your templates mean?
Multiple page files: Do I need to upload a separate file for each side of the product I am ordering?
Deleting and replacing uploaded files: How do I delete a file so I can replace it?
Changing an Order: Can I modify my order after it has been placed?
Reprint: How do I reprint a job?
Shipping date: How do I know when my job will be ready?
Answers
How do I contact you? To send us a note about an order you have placed, log on to your account, click on "My Orders" at the top of the window, click on the Order Number, then click "Send us a Note" on the Order Details page.

To send us a note about a specific job, log on to your account, click on "My Jobs" at the top of the window, click on the Job Number, then click "Send us a Note" on the Job Details page.

To communicate general non-urgent issues regarding customer service, technical questions, billing questions, custom print quotes or general inquiries, use our Contact Page.

For print samples, go to Order Samples.

Our customer service lines are open from 8:30AM to 5:30PM, Pacific, Monday through Friday: 1-888-894-2810. Please give us a call during these hours if you need help with site navigation, our ordering process, etc.

How do I order? See detailed ordering information in How to Order in the Help Section.

top
Do I need to log in or set up an account to browse the site? You can browse the site and use all the ordering and help features without logging in or setting up an account. New users are asked to set up an account at checkout.

Log-in is required to complete checkout and to upload and manage files.

Do I have to pay before I upload my file? Yes. We recommend preparing your file before checking out, to assure that your file will pass our preflight. If you are having trouble during file preparation, please contact us via our Contact Page, or at 1-888-894-2810 (8:30AM to 5:30PM, Pacific). Your satisfaction is our primary goal; if you cannot print your job with us, your card will not be charged.

top
Is my Credit Card information safe? All information you send to us after log-in is SSL-encrypted, protecting against disclosure to third parties.Your credit card transaction takes place on a Verisign-secure, SSL-encrypted page, and no credit information is ever saved in our database. See our Privacy Policy for more information on security and SSL-encryption.

How do I calculate the shipping cost for my job? To see the shipping cost of your job, place the job in the cart (log on not required). This does not obligate you to finalize the order. Follow the instruction in the cart to get exact shipping cost for the various FedEx services we offer.

top
Can I FTP or e-mail my files to you? Our upload tool is more efficient than FTP because it allows immediate cropping and proof approval. If you are having trouble uploading files, see Uploading Files.

I can't find the size print product I need. If you need to order a product that is a slightly different size from one that we offer, use the template for the next larger size, place your cropmarks manually in your artwork (don't forget to leave a bleed, if applicable) and send us a note with the job that includes the trim dimensions. We will trim to your custom size at no extra charge.

top
I need to print something that doesn't fit your products. Do you do custom printing? Yes, we do custom printing. We print in process (CMYK) color only. If you have a project you would like to inquire about, please send us an email with as much information about the job as possible to "estimates@savoirprint.com".

How do I prepare my file? 1.) Be sure your file conforms to the guidelines in All Applications.
2.) Prepare your file according to Your Specific Workflow.
3.) Make a print-ready PDF by following our instructions for Adobe Acrobat PDF.
4.) Your file is ready to upload!

top
Is PDF the only kind of file I can upload? PDF is a preferred file format because it is portable, immutable and compact. Our server will also accept EPS and PS files under 15 megabytes. However, files that don't conform with the general guidelines specified in All Applications will not pass our preflight process.

Do I need to stuff or ZIP my file? Do not stuff or ZIP your file. Our server is set up to accept PDF, EPS and PS files, and will reject any stuffed or Zipped files.

top
Do I have to use your templates? What do the colored lines on your templates mean? We recommend using our templates because they are designed to conform with our specs. However, advanced users familiar with PDF workflows, bleeds, etc. can proceed without a template. We suggest scrutinizing your artwork carefully in the cropping tool. Please note that all files must conform with the general guidelines specified in All Applications. For more information on templates, see the article Templates in our Help Center.

Do I need to upload a separate file for each side of the product I am ordering? Yes. Our system cannot accept multiple-page files at the present time.

top
How do I delete a file so I can replace it? You do not need to delete files before replacing them. You can overwrite an uploaded file by logging in and clicking on the "My Jobs" tab at the top of any window. On the Job Details page, choose the revised file you wish to upload and click the "Upload" button.

Can I modify my order after it has been placed? You cannot modify your order online. Please give us a call @888-894-2810, so we can modify your order on our server. After hours, send us an email (manager@savoirprint.com) and we will respond as quickly as possible.

top
How do I reprint a job? The file(s) for your previously printed jobs reside on our server and can be used for exact reprints. If you are ordering a reprint of a two-sided product, both files must be exact reprints to use the online reprint feature. To use the reprint feature, click "reprint" instead of "upload" on the Order Confirmation page (immediately after the credit card transaction). In the next window, click the button corresponding to the job you want to reprint.

How do I know when my job will be ready? We will confirm a deadline for your job after it is released to print. To check the date we plan to complete your job, log in and click on "My Jobs" at the top of any window. The "Ship Date" column will verify your expected ship date, which is the day we send your job out by the shipping method you specify. Pick up hours at our facility are 8:30AM to 5:30PM.

© savoirprint.com