Question 1

I have not received my item over the estimated time, what should I do?

Accepted Answer

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incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis
nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.

Question 2

Can I know the exact time I will receive my delivery?

Accepted Answer

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incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis
nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.

Question 3

Can I deliver to multiple addresses?

Accepted Answer

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor
incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis
nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.

Question 4

Refund

Accepted Answer

All sales are final. No refunds are given once Botak Sign starts working on your order. In some cases, a partial or full refund maybe extended to the customer if order has not been processed by Botak Sign for a specific order.
Such refund would be adjusted to cover any fees charged for proofs or other services associated with that order as well as merchant bank fees on credit card transactions. Refunds resulting from but not limited to, quantity, paper stock and shipping downgrades or cancellations prior to being in production shall be subjected to a minimum fee of $15.00, up to 3.5% of the total amount.
Orders that are not yet in production within 5 days of order already incur additional equipment, labor and inventory cost for Botak Sign. Orders not approved for print by customer within 90 days of the order being placed will be non-refundable and will incur a fee of 12.5% of the original invoice total for each 30 day period thereafter until 100% of the original invoice total has been accrued in fees.

Question 5

When will I receive my refund?

Accepted Answer

Refunds will be processed within 5 - 7 days from date of request.

Question 6

Returns

Accepted Answer

In order to receive the replacement, we must be notified within 24 hours from delivery of any defects. Customers must return 100% of the defective order at their expense within 5 days of their receipt. We will re-run the order with the original turnaround and send them out via the same paid shipping method. Delivery is non-refundable.

Question 7

Contractual Terms

Accepted Answer

Each order made from Botak Sign is a contract between you, as the customer making the order, and Botak Sign. The fact that you have made an order on behalf of a third party does not absolve you of liability to Botak Sign. As such, any decision by the third party not to accept the particular items printed or to cancel the order with you does not affect your liability to Botak Sign.

Question 8

Outlining Fonts

Accepted Answer

When sending us working files in Adobe Illustrator (AI) or Adobe Photoshop (PS), it is important to ensure that your fonts are outlined so that there are no missing fonts or wrong fonts in your final printed products. Do refer to the guide below on how you can outline your fonts.

 

<img src="https://www.printbyphone.com/files/subscribers/a4ceaf37-e981-4539-8737-dcf01e7d0955/Webfiles/General%20FAQ/Images/Font_Outline.jpg">
 
For Illustrator, select the text that you would like to outline, go to "Type" and then "Create Outlines".
Windows Users: "Ctrl + Shift + O"
Mac Users: "Cmd + Shift + O"

For Photoshop files, right-click the text layer and select "Convert to Shape".

Question 9

Embedding Images

Accepted Answer

When sending your working files, it is also important to embed your images to ensure that there are no missing images from your artwork. Rather than linking to a file that you’ve placed in a document, you can embed (or store) the file within the document. When you embed a file, you break the link to the original. Without the link, the Links panel doesn’t alert you when the original has changed, and you cannot update the file automatically. Keep in mind that embedding a file, rather than linking to the original, increases the document file size.

Select a file in the Links panel, and choose Embed Image from the panel menu.
Select the linked artwork in the illustration window. In the Control panel, click the Embed button.

Question 10

Colour Formatting

Accepted Answer

All files should be in CMYK format for colour accuracy. If your file is RGB format, please convert it to CMYK. Artworks uploaded in RGB format may result in incorrect or dull colors when printed.

<img src="https://www.printbyphone.com/files/subscribers/a4ceaf37-e981-4539-8737-dcf01e7d0955/Webfiles/General%20FAQ/Images/Colour_Formatting.jpg">

Question 11

Why do I have to save it in CMYK?

Accepted Answer

The two major color systems used in design are RGB and CMYK. Using the right color systems will ensure that the colors of your artwork will print as intended.

To put it simply:

RGB = Red, Green, Blue. Used for designs displayed on screens. (Smartphones, computers, tablets, etc.)

CMYK = Cyan, Magenta, Yellow, and Key (Black). Used for designs displayed in print. (Magazines, posters, flyers, etc.)

Question 12

What payment methods do you have?

Accepted Answer

We accept payments through PayPal & PayNow only.

Please note that we do not accept personal cheques.

Question 13

What file formats do you accept for printing?

Accepted Answer

We accept the following file formats:
• PDF (most recommended)
• Adobe Illustrator (AI)
• Adobe Photoshop (PSD)
• EPS
• TIFF
• JPEG/JPG
• PNG

*Note: For JPG/PNG/TIFF files, please ensure that the artwork is in high resolution of recommended 300dpi.

Question 14

What are your opening hours?

Accepted Answer

Monday to Friday: 9:00 am — 6:00 pm
Saturday: 9:00 am — 1:00 pm
Closed on Sundays and public holidays

Question 15

What type of printing do you do?

Accepted Answer

We do mostly large format printing and digital printing.

Question 16

Do you provide colour proofs and samples?

Accepted Answer

We can provide colour proofs and samples for certain types of orders upon request.

Question 17

What is your lead time?

Accepted Answer

Our lead time varies with each product. Do check with your graphic specialist when you are placing an order. Our average lead time for most of our products is approximately 1-2 days after payment has been made. However, we are able to print within the day itself for certain products at additional urgent charges. For bulk orders or more complicated orders, the lead time may take longer.

Question 18

Does your company provide installation services?

Accepted Answer

Botak Sign does not provide installation services. However, we have a list of reliable installation partners that we can recommend if you require an installer. Kindly request for a recommendation if you require installation services.

Question 19

Can I send in Microsoft Office (Word, Excel, PowerPoint, etc) files for printing?

Accepted Answer

If you have print files in Microsoft Word, Excel, Publisher, or PowerPoint format, kindly export them into PDF format.

Question 20

Can I bring my own materials to print?

Accepted Answer

We are able to print on your own materials. However, please note that we would need some excess for testing, sampling, and wastage in order to ensure that we can print on the given materials. We are not responsible for any defects caused by technical errors during the printing process, and will be unable to compensate for your material cost.

Question 21

What is the difference between gloss or matte lamination? Which should I choose?

Accepted Answer

Gloss lamination will give off a shiny effect, reflects light, and gives vibrant rich colours. The shine works well on print files with heavy colour coverage, photographs and big graphics. It can be hard to view under strong light sources and are also more vulnerable to scratches, fingerprints, and dirt.

Matte lamination does not reflect light and has a more muted feel to it. Black and white prints may look better with this finish, especially if the design is text-heavy. It is easy to view under all light conditions and does not attract fingerprints or dirt, but colours may appear slightly dull-looking.

However, for the clearest representation and lowest cost for your print, we would recommend without lamination instead.

Question 22

I bought the snap frames from you. Will you be able to help me to put my poster in it after the print is ready?

Accepted Answer

We can assist to demonstrate how to insert the poster into the snap frame when you come down to collect your order. If you require us to insert all the posters into the snap frames, we can do it at additional service charges depending on the volume of your order.

Question 23

Are your floor graphics anti slip?

Accepted Answer

Our floor graphics are anti-slip if ordered specifically with the floor lamination.

Question 24

How long can your foam board last?

Accepted Answer

Our foam boards can last for more than a year if used indoors and handled with care.

Question 25

The files that I have provided are in Pantone colour. Will you be able to print the exact same colours for me?

Accepted Answer

We are unable to print in accurate Pantone colours. You may send us your specifications in CMYK colour values. Your print file needs to have CMYK colours instead of Pantone colours.

Question 26

I'm not able to collect my print during your working hours. Can you place my printing outside your office for me to collect tomorrow (Sunday) since I already paid?

Accepted Answer

We are closed on Sunday and will not be able to assist you in your collection. For security purposes, we also cannot leave your print outside of our office as we do not wish to be liable for any cases of theft, vandalism, or mishaps that may happen to your print if left outside without supervision.

If you are unable to collect during our working hours (Monday to Friday 9am to 6:30pm, Saturday 9am to 1pm), kindly arrange with your dedicated graphics specialist for a suitable collection time or ask someone to collect on your behalf.

Question 27

What is the maximum size I can print?

Accepted Answer

Our PVC banners are 3.2 meters, large format stickers and poster paper are 1.5 meters, and laser printing materials (such as art cards, label stickers, etc) are SRA3 (320mm x 450mm).

However, for large format stickers, we are able to do tiling by overlapping, and therefore the size can be much larger. Our materials' maximum print size may vary depending on the material.

You can check our full material specifications in order to determine our maximum printing size.

Question 28

My print has a lot of bubbles. What should I do?

Accepted Answer

This depends on the type of bubbles that are on the print. For products with lamination, having multiple tiny bubbles (approx 1mm in diameter) is considered normal as the lamination will require at least 8 hours to set completely.

For larger air bubbles or bubbles caused by dust/dirt, kindly send us a photo for us to determine the cause and resolve the issue for you.

Question 29

My printing is very close to a fire point. Will it cause a fire hazard?

Accepted Answer

In general, having your prints near a fire point is not advisable. Some of our materials are fire retardant, but some are still flammable. We would encourage you to check with your building's security and safety guidelines to determine if you should place your prints near the fire point.

Question 30

What payment methods are there?

Accepted Answer

We accept payments through PayPal & PayNow only.

Please note that we do not accept personal cheques.

Question 31

Self Collection

Accepted Answer

At the checkout page, select "Self-Collection" under "Shipping Options". If you opted for self-collection, a message will be sent to you once your order is ready.

Kindly collect your order at: 22 Yio Chu Kang Road #01-19, Highland Centre; Singapore 545535.

Self-collection orders will be kept for 30 days from the delivery of the pick-up notification email. If the order has not been collected after 30 days, it will be disposed.

Question 32

Collection Timeslots

Accepted Answer

Monday - Friday : 9am - 6pm Saturday : 9am - 1pm Please provide us your proof of purchase upon self-collection

Question 33

Will I be notified when my order is ready?

Accepted Answer

You will receive an email notification once your order is ready to be collected.

Question 34

Can I request for receipt or official invoice?

Accepted Answer

You will receive your receipt via PayPal. An email will be sent to you once payment is made.

Question 35

How can I check the order status of my order?

Accepted Answer

1. Click "Your Account" on the navigation bar.

2. Click "Orders" to view all active orders.

3. You'll be able to view the status of all ongoing orders.

Question 36

How can I upload my file(s)?

Accepted Answer

Question 37

Where can I find a product's print template?

Accepted Answer

You can view and download the print templates under "Download a Design Guideline" on the product page (in product's description). Size, bleed and allowances are stated in the template.

Question 38

What should the resolution of my file be?

Accepted Answer

We highly recommend you to save your file with the minimum DPI size of 150DPI.

Question 39

Bleed & Crop Marks

Accepted Answer

When using Print By Phone, note that the area within the green dotted line reflects the safe area. Kindly ensure that all important components of your artwork are within the safe area.

In this case, Printed artwork size: 90mm x 54mm Uploaded artwork size: 94mm x 58mm

When saving your file, do not save with printer marks such as crop marks and colour codes as the artwork will not be printed correctly.

Instead, upload your files without the printer marks and crop/rotate accordingly using our website file editor.

Question 40

What is bleed?

Accepted Answer

Bleed is a margin that allows the printer to run printing all the way to the edge instead of leaving a white margin. It is the area that will be trimmed after printing. Do allow for a 2mm-5mm bleed in your artwork to ensure that the printing process will be printed correctly.

Question 41

Do I need to send my file(s) with the green dotted line?

Accepted Answer

No, it is just a guideline to indicate where product will be trimmed. Fit any important text and images within the green line for allowance during the printing and cutting process. Remove the green dotted line before uploading on the website.

Question 42

Color Formatting

Accepted Answer

All files should be in CMYK format for colour accuracy. If your file is RGB format, please convert it to CMYK. Artworks uploaded in RGB format may result in incorrect or dull colors when printed.

Question 43

Why do I have to save it in CMYK?

Accepted Answer

The two major color systems used in design are RGB and CMYK. Using the right color systems will ensure that the colors of your artwork will print as intended.

To put it simply:

RGB = Red, Green, Blue. Used for designs displayed on screens. (Smartphones, computers, tablets, etc.)

CMYK = Cyan, Magenta, Yellow, and Key (Black). Used for designs displayed in print. (Magazines, posters, flyers, etc.)

Question 44

Outlining Fonts

Accepted Answer

When sending us working files in Adobe Illustrator (AI) or Adobe Photoshop (PS), it is important to ensure that your fonts are outlined so that there are no missing fonts or wrong fonts in your final printed products. Do refer to the guide below on how you can outline your fonts.

For Illustrator, select the text that you would like to outline, go to "Type" and then "Create Outlines". Windows Users: "Ctrl + Shift + O" Mac Users: "Cmd + Shift + O"

For Photoshop files, right-click the text layer and select "Convert to Shape".

Question 45

Embedding Images

Accepted Answer

When sending your working files, it is also important to embed your images to ensure that there are no missing images from your artwork.

Rather than linking to a file that you’ve placed in a document, you can embed (or store) the file within the document. When you embed a file, you break the link to the original. Without the link, the Links panel doesn’t alert you when the original has changed, and you cannot update the file automatically.

Keep in mind that embedding a file, rather than linking to the original, increases the document file size.

Select a file in the Links panel, and choose Embed Image from the panel menu.
Select the linked artwork in the illustration window. In the Control panel, click the Embed button.

Question 46

Can I upload multiple artworks at once?

Accepted Answer

Each print item should have only 1 uploaded artwork. If you have multiple artworks, you'll need to upload the artwork and add the products into cart individually.

Question 47

Vinyl Sticker Cutting

Accepted Answer

Question 48

Returns

Accepted Answer

In order to receive the replacement, we must be notified within 24 hours from delivery of any defects. Customers must return 100% of the defective order at their expense within 5 days of their receipt. We will re-run the order with the original turnaround and send them out via the same paid shipping method. Delivery is non-refundable.

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