Last Updated: 7/12/2024 2:59:17 PM

My order says that it’s on hold - what does that mean?

To ensure we provide the best quality products, all of our orders go through a quality control process to verify there are no potential art concerns with an order. This would include:

- Text issues - lines or font being too thin to print
- Resolution issues - Images being under our recommended 300DPI at the size ordered
- Special instructions - Any notes added by the customer that need clarification or request changes to the order/art
- Blank artwork
- Clear material selected with no clear areas within the design
- Multiple images uploaded as one image
- Clear materials with drop shadows or transparencies
- Images with checkered backgrounds or watermarks
- And many more issues that may impact printing

When an order is flagged, we will contact you regarding the issue. Our emails will state the printing issue and the time frame we require a resolution by. The timeframes we provide are based on our printing and packaging times to ensure your order still arrives around its ETA even after being placed on hold. If we hold an order longer than our stated time your order will risk delay. Please note if we do not receive a response by the time frame we provide in the email your order will be sent to print as is.

If we do not receive a suitable file we will contact you back to request a new file. In certain circumstances, we may be able to extend the hold if requested, however, this will delay your order. If you require more time we recommend cancelling your order and replacing it in your own time with the changes we require. We are happy to help replace your order or check your file/order before it is placed a second time.