Online Printing FAQ: File Preparation and Troubleshooting

What is bleed?

A bleed is the portion of an image that extends beyond the trim edge of the product. If any image or graphic extend past the edge you MUST include bleeds in your file. To do so, shift or enlarge the image so 1/8” (.125”) extends beyond the trim on each side of the file. For example, for a 3.5” x 5” postcard with full bleed, the image size should be set up at 3.75” x 5.25”.

Where do I upload my files?

Files can be uploaded on the website through the “Upload Your Design” button or in the “Design Your Own” tool. Be sure to follow our File Preparation Guidelines.

What type of files do you accept?

PDF is the preferred and recommended file type for printing.

Other acceptable file types are AI, DOC, DOCX, EPS, JPG, JPEG, PNG, PSD, PUB, TIF, TIFF and ZIP.

Do you accept Publisher or Word Document files?

We accept native Publisher or Word Document files. However, to receive an online proof these files must first to converted to PDF format before uploading to our website. To find out how to convert your Publisher files into a format we can accept see our Preparing Your Files section.

There are several FREE utilities such as PrimoPDF, for older versions of Publisher or word documents which allow you to create a PDF document from these applications (or ANY other application).

What is safe area?

Safe area is the 1/8” margin that we require between the trim line and the text closest to the trim line.

Can I write on Aqueous coating?

We do offer a matte or aqueous coating on several products which is writeable.

How do I know if the correct file has been uploaded?

Double check your file name before uploading your artwork. You will be asked to upload your files after placing your order. Once the upload has completed successfully, you will be able to view the file name on the receipt page for confirmation.

Do I need to use a product template?

Using our templates is not required but we do encourage their use as it may prevent delays in processing your files. Our templates include guidelines for bleed, safe area and additional tips on file setup.

You can download a Product Template to start your design with helpful guidelines. For more information about our template guidelines, click here.

Do you have an FTP site for uploads?

No. We utilize an automatic upload that occurs in the ordering process.

How do I know if your graphics department will set up two-sided artwork correctly?

Artwork must be uploaded so that the finished piece backs up correctly. On two sided work, the head of one side backs up to the head of the other side. The head of a page is the top of the proof and the bottom is the foot.

For folded products, we create a mock-up prior to approving the job to ensure the artwork is set up correctly. On jobs where the orientation is not so obvious, please describe how it should back up in the order notes.

What is CMYK?

These letters stand for Cyan, Magenta, Yellow, and Key (Black, In the old days the black plate was the “key plate”). This designation is the industry standard for process colors used in full-color offset printing. The combination of these four colors creates the wide gamut of color in process printing.

What is RGB?

RGB stands for Red, Green, and Blue. These are most commonly used with television screens and computer monitors but are not used in offset printing. Most digital cameras also use RGB as the color gamut they save files in. RGB files should be converted to CMYK prior to uploading. The RGB color gamut is larger than the CMYK color gamut and images may need to be adjusted after the conversion. This is one reason (of several) a computer monitor will not match a final printed product.

What is the maximum file size that can be uploaded?

PGprint does not enforce a file size limit, we do however recommend uploading files no larger than 50MB.

Do you archive files?

Although we cannot guarantee your files will be archived for more than 90 days, we do make an attempt to store all client files on our servers. PGprint may, at its discretion remove any files from our servers at any time. It is recommended that you maintain a copy of all your files. If you wish to re-order a specific project, please use our “re-order” tool available through PGprint’s “My Account” section. A preview of your previous files may be available through this tool.

What if my file is missing fonts?

Your order will be placed on hold and a customer service representative will reach out to you by email or phone to obtain the fonts.

To avoid this problem, we suggest that you convert your text to outlines before uploading your files.

Why should I convert my text to outlines?

Converting your text to outlines is the most effective way to ensure your typefaces look exactly as you designed them. Once text has been converted to outlines, it can no longer be typeset like standard text layers, so be sure to save a separate file for later editing if so desired.

What is a print-ready file?

A print-ready file is one that is set up to to PGprint file submission requirements.

Your Order

How can I check the status of my order?

You can check the status of your order by either clicking the My Orders and Addresses link at the top of the page, or you can call toll free: 1.888.288.7518.

You can also use our Live Chat feature to get immediate help on your questions, Monday-Friday, 8am-5pm EST.

What if I found a mistake in the artwork?

Contact PGprint immediately at 1.888.288.7518.

Can my graphic designer upload files for me?

Yes. Anyone with an internet connection can upload the files. Be sure to follow our File Preparation Guidelines.

Why am I not getting automatic email update on the status of my order?

You may not receive our automatic email notifications regarding the status of your order if you use an address with an email filter that requires each sender to fill out a form. PGprint is not responsible for automated email notifications that are redirected due to a customer’s email filter settings. You can also verify your profile settings to ensure the right email address has been entered. Check your “Junk” filter in your email settings.

How can I cancel my order?

You can call toll free: 1.888.288.7518. You can also use our Live Chat feature to get immediate help on your questions or concerns, Monday-Friday, 8am-5pm EST.

Payment Options

Can I pay by check?

PGprint does NOT accept checks. Payment must be made at the time of checkout via credit card or PayPal.

Can I use my resale license?

Yes, check out our affiliate sale program.

Shipping and Turnaround Time

When does my turnaround time begin?

Turnaround time begins after the order process has been completed provided your order is placed prior to 4pm Eastern Time and you have elected to approve your proof on-line for all items in your cart. If you have requested a hard-copy proof, turnaround begins once we have received your approved hard-copy proof.

When will my job be complete?

The time it takes to complete each type of job varies depending on the complexity of the printed job. Please contact a customer service representative to determine the exact completion date of your order.

Does my turnaround include shipping?

No, turnaround time does not include shipping. There are numerous shipping options to expedite delivery of your order. You may also schedule pickup of your order if you are located near our facility.

What shipping options do you offer?

We offer our shipping through FedEx. Our shipping options include:

  • FedEx Priority Overnight
  • FedEx Standard Overnight
  • FedEx First Overnight
  • FedEx 2 Day
  • FedEx Express Saver
  • FedEx 1 Day Freight
  • FedEx 2 Day Freight
  • FedEx 3 Day Freight
  • FedEx Ground
  • FedEx Ground Home Delivery

We also offer the “Customer Pick-up” option if you are in the Atlanta Area.

Do you offer blind shipping?

Yes, PGprint offers blind shipping at no additional charge.

On the Checkout page, just below the shipping zip code there is a dropdown list asking if you require your packaging to be void of any PGprint branding. By selecting “Yes”, your printed items will be shipped in an unbranded box without invoicing or any mention of PGprint on the delivery ticket. The ship from address will match the ship to address.

Where are you located?

We are located in Marietta, Georgia, just north of Atlanta.

Our physical address is 1007 Industrial Park Drive, Marietta, Georgia 30062