Q: Can I change or cancel a print order?
A: If your order is approved, you must call and speak to a representative. If we can catch your order before it goes to plate, we will be able to cancel it. If order is plated and in production, you are responsible for full-payment. For more on cancelations, please refer to our Terms and Conditions
Q: Do I have to order printing online?
A: No. Feel free to contact us to place an order. Our business hours are from 9:30am to 5:30pm Mon-Fri EST. After hours, please send an email or leave a message, we will call you back.
Q: Do you offer print products not listed on the site?
A: Absolutely! Tom’s Printing will be glad to estimate a custom project.
Please visit our Get an Estimate page for how to go about receiving a specific estimate for a specific project.
Q: How are refunds and returns handled?
A: Since every order is a custom product (it cannot be reused or resold), returns or refunds are not possible. Please see our Terms and Conditions for more information. If the problem arose of our error, one of our customer service representatives will be more than happy to review your concern. Please submit all requests for either an in-store credit, or a rerun of the product to: firstname.lastname@example.org.
We will review your concern and will work close to you to find an adequate solution.
Q: How can I send my files?
A: The most effective way to send your files is by uploading them directly to us via FTP or emailing them directly as an attachment. Always keep backup files. You may also come by with a CD or thumb-drive to our office at 3100 Beach Boulevard, Jacksonville, FL 32207 during normal business hours. For FTP users, you can request an FTP login by contacting the Graphics Department at email@example.com.
Q: How long does it take to receive my order?
A: It depends on the quantity and complexity of your order. The average production time is 2-5 working days (Mon-Fri). Any artwork preparation by us increases the time by 1-2 days. Finishing options may increase the production time depending on its complexity. Add a day for weeks with national holidays. The shipping time depends on its destination; it can be estimated with the customer’s zip code. Softcover or Hardcover books may require as many as 15 working days to complete before shipping. For a more accurate time-frame on a given project, it is recommended that you speak directly with a Customer Service Representative.
Q: How well will my print job match what I see on my monitor?
A: Because of wide differences in monitor calibration, different types of monitor technologies and the impact of ambient light, printed colors do not exactly match the colors of monitors. Screen-color is in RGB mode (colors of light) and print colors are in CMYK (physical colors). The brightness of paper influences how the color looks on a printed piece.
Q: What file formats does Tom’s Printing accept?
A: We accept print-ready files from the following design formats: PDF, JPG and TIFF.
Contact us if you have other than listed.
Q: When are your customer service hours?
A: Mon.- Fri. 9:30 A.M. – 5:30 P.M EST. After office hours, please leave a message, or e-mail us.
Q: Why is Tom’s Printing so cost effective?
A: Tom’s Printing prides itself on time-management. Utilizing the fastest possible methods to complete a project and provide quality to the customer is our goal. “Yes we can…now” has been our slogan for over three decades – and counting.
Q: Will I always receive the exact quantity I order?
A: Usually we will print slightly more than what you ordered. In the event of an under run, as printing industry trade standards allow for under runs of up to 10%. Let us now when you place an order if you need the exact amount ordered.
Q: Will I receive promotional e-mails?
A: Occasionally we send our newsletter to inform our customers about our promotions, special deals, newest services and other savings to our customers. These “e-lists” are generated based on our current email client list which is generated as we send emails back and forth. You may be removed anytime by unsubscribing to the list.
Q: Do I need to impose my order if it will be printed more than one on one sheet?
A: No. Send your art as one, linear (in-line) file, as you would naturally read it in the application you are designing in (ie, pg1, pg2, pg3…etc.) and we will do the imposition of your files for you.
Q: How can I compress my files?
A: Depending on file-size, compression may not be required. Generally speaking, compression factors are minimal when dealing with text or single-color images and graphics, and are usually most beneficial only when dealing with projects which have multiple files/folders and image-based links. In any case, we recommend ZIP/STUFFIT compression based on your operating system. We can unpack either here. We also offer an independent upload page directly to our servers - Simply Click Here
Q: How should I submit my files for a multi-document order?
A: We need your art in separate files, each individually labeled according document. Each page should be within its own document.
Q: What is full bleed?
A: It is the area in your layout that should be at least 0.0625" outside the final cut. It allows us to trim your project and assures you that your printed piece will be finished as you envisioned. If you are designing a 4" x 6" card with full bleed, design it at 4.125" x 6.125" to allow all edges (0.0625 per side) to be trimmed away as waste.
Q: What is the difference between RGB and CMYK?
A: In short; one adds color to white achieve a given color – the other subtracts color from white to achieve a given color. Therefore, if our “white” is our paper, it is physically impossible to subtract color from that base to achieve a color. We can only add…RGB is a subtractive color model, meaning that the colors Red, Green, and Blue are subtracted from white light to achieve a given color. This makes it an ideal color spectrum for monitors, televisions and our vision since our world is filled with white light. However, it is impossible to apply this process of color to solid substrates – like paper, ceramics, and clothing. For this, we need to be able to apply or add color, and for that we use four base ink tones of Cyan, Magenta, Yellow, and black (Keyline) to reproduce the color we see in RGB.
Q: How will my printed product look?
A: Your order will look as good as the print ready document that you send us. We pre-flight every order and if chosen, we send you a “soft”, or electronic proof.
Q: What does 1/0, 2/1, 3/2, 4/3, 4/4 mean?
A: These numbers mean the number of colors printed on the front/ back of a printed side.4/4 means full color or all of the CMYK colors, on the front and back side. Side note: it is possible to have 5/1, 6/2 and so on, by applying an additional, spot-color (solid ink) to a given substrate.
Q: What is the difference between gloss coated and matte coated paper?
A: Gloss coated paper is paper with an aqueous finish applied. The most common application of this process is the photo paper you buy for your digital photograph printing. Consider glossy paper if your project consists mostly of images, it makes color images and graphics look more vivid. Matte coated paper is paper with a dull finish similar to that of the copy paper you buy in the store and use for letterheads. Consider matte paper if your project is text intensive, to make pages easier to read.
Q: What printing methods are used?
A: We have a wide list of capabilities, including digital color, offset, thermography and laser. The printing method depends on the demanded quality and quantity of your order. Please feel free to contact our Customer Service Department for more information on what would best suit your needs and schedule.
Q: What type of paper do you use?
A: We have a great variety of stocks available. We have offerings from standard copy paper to exclusive linens and silks. It is also possible to order just about anything else you may require. Our Customer Service Department is on-call to assist you with any of your stock questions.
Q: Can you blind or drop-ship?
A: Yes. The order must be delivered within our existing delivery areas, unless other arrangements are made. No invoice will be in the package, and we can “invoice” or “PO” wherever you wish separate of the order, if that is needed. Please contact us for more information.
Q: Can you ship to a P.O. BOX?
A: Our current billing practices discourage this, though for continental US residents we may be able to accommodate your needs. Our Customer Service Department will be able to answer your specific requirements at: (904) 396-0686
Q: Do you ship international orders?
A: Unfortunately, at this time we do not.
Q: How do I get my tracking number?
A: When your order is shipped, you will receive a tracking number via e-mail from our carrier.
Q: What shipping methods do you use?
A: Our standard shipping is UPS Ground shipping (1 to 5 days) within the continental US. If you need your order sooner ask for; 3 day, 2nd day and next day shipping options. If you require special shipping arrangements please contact us for a quote.
Q: What payment options do you offer?
A: We accept: Visa, MasterCard and AmericanExpress. You may mail-in a certified bank check or a money order. Checks and money orders have to be cleared/ cashed before processing your order.
Make checks and money orders payable to Toms Printing. Walk-ins may pay cash – PLEASE DO NOT SEND CASH THROUGH THE MAIL. TOM’S PRINTING WILL NOT BE RESPONSIBLE FOR LOSS OF MONIES PUT INTO THE MAIL AS PAYMENT.
Please do not hesitate to contact our Customer Service Department with any other questions you may have at:
Thank you for stopping by, and make sure to revisit us in the future to see if your questions have made it to this forum!