Q: Why do you send a proof?

A: Even if we are not making any changes to your file, we send you a proof via email, or text upon request. This is to ensure all the information is correct before we send the order to print.


Q: How do I send my logo to you?


A: You can send a logo via email or Dropbox and it should be a .PNG, .EPS or .Ai format file. Not sure what file you have? This article may help!

Q: What is a bleed?


Whenever you’re creating a file to be printed, it’s important to include a bleed area in your design. A “bleed” allows us to account for any slight movement or mechanical variations when we’re cutting your card stock. It serves as a buffer area, essentially. 

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. The “color mode” setting can be found when you create a new file in design programs such as Photoshop or Illustrator. CMYK will give you the most control over your final product.

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: What files do you accept for Ready-to-Print orders?


A: A file that is Ready-to-Print does not have to be edited by a designer: .PDF, .PNG, .Ai or .Ind files.


Q: What file formats does Tom’s Urban Printing accept?


A: We accept files from the following design formats: .PDF, .JPEG, .AI, .InD, .PNG, and .EPS. 

Q: Can I change or cancel a print order?

A: If your order is approved, you can not cancel your order. For more on cancellations, please refer to our Terms and Conditions


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: service@tomsprinting.biz. We will review your concern and will work closely together with you to find an adequate solution.


Q: What is the difference between RGB and CMYK?


A: In short; one adds color to white to 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 as 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: What payment options do you offer?


A: Our new system allows payment online. We accept: Visa, MasterCard and American Express. Make checks payable to Tom's Urban Press. PLEASE DO NOT SEND CASH THROUGH THE MAIL. TOM’S URBAN PRESS WILL NOT BE RESPONSIBLE FOR LOSS OF MONEY PUT INTO THE MAIL AS PAYMENT.

Q: When are your customer service hours?

A: M-F 8:30 AM- 5:00 PM. Saturday and Sunday we are closed.


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 know when you place an order if you need the exact amount ordered.


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, 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 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.


Q: How do I get my tracking number?


A: When your order is shipped, you may request a tracking number.


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 design services do you offer?


A: We offer logo, print, wide format, and digital design. Book an appointment with a graphic designer!

Q: How do I set up a meeting with a graphic designer?


A: You may schedule an appointment on our Facebook Page, call us, or email us.

Q: What can I expect in a meeting with a graphic designer?


A: You will be assigned a designer based on your project type. Our designer will ask you a variety of questions to make sure we create the right image for your company. Be prepared to be asked about the audience for the project. A designer has to understand who they are designing for, who they are trying to reach, and why.

Q: What do I bring to my meeting?


A: Have a clear idea of what you need. If you aren’t sure what you need, think of a list of questions to ask to figure that out. Have examples of what you are looking for, or things that inspire you to help explain your vision. Create a mood board on Pinterest!—it all helps explain your vision. 

Frequently Asked Questions


(904) 396-0686


3100 Beach Blvd.
Jacksonville, FL. 32207

M-F 8:30am - 5:00pm
Closed Saturday & Sunday

All major Credit Cards Accepted

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