Frequently Asked Questions
COVID-19 Updates 5/4/2020
Dear Valued Customer,
Tom's Urban Press is taking the steps to ensure your health and well-being. We are temporarily changing the way orders are placed and picked up. Curbside Pickup and delivery are available, but you may pickup your order. We will not be taking walk-in orders. Orders may be placed via phone, website, or email. If you need to bring in a physical sample of an item, you may take a photo of it and send it to us via email.
Here's how it works:
Placing an Order: To place an order, you may call us during business hours (904) 396-0686, or message us through our website: tomsurbanpress.com/contact-us.
Delivery: When placing your order, let one of the Tom's Urban Press team members know you would like delivery.
Curbside Pickup: If you need to pickup your order, curbside pickups are available. Call (904) 396-0686 to let us know you're here and we will bring your order out to your vehicle. Pickup hours are Monday - Friday, 8:30am - 5:00pm.
Thank you and stay safe,
Tom's Urban Press and Team Members
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 design file you have? This article may help!
Q: What is a bleed?
A: Whenever you’re designing a file for print, it’s important to include a bleed area in your design. “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. We accept .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: firstname.lastname@example.org. 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 are the terms and conditions for Facebook giveaways?
A: By Entering to Win you are agreeing to the Terms and Conditions: Must be 18 or older to enter. Must be a Duval, Clay, or St. Johns county FL Resident. One entry per person per giveaway. One winner will be chosen at random with random name generator. Winner will be messaged through Facebook and will need to provide phone number. The winner chosen will have 7 business days to claim prize. If prize not claimed in stated time, a new winner will be chosen at random. Tom’s Urban Press may ask winner more information. This promotion is in no way sponsored, endorsed, or administered by, or associated with, Facebook. No purchase necessary. Void where prohibited.
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. See article below.
Your meeting with a graphic designer is set. Here are some tips on how to be fully prepared:
1. How to prep
Reach out to your graphic designer and ask if there are any questions you should think about or find answers to prior to meeting. 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. What do you want this project to accomplish? If you could send one message to your client, what would it be?
2. What to bring
Create a mood board on Pinterest or on a word document. Pick and choose images with different textures, colors, quotes, interior designs, photographs you have taken, a napkin with your drawing etc. Think of your business and build away! Also, have a few examples of what you are looking for, or things that inspire you to help explain your design vision.
3. What to ask
Ask some “what if” questions. This will give you an idea of expectations for both the client and designer. “What if one of us misses a deadline?” “What if I have 10 revisions, will I be charged more?” “What if we don’t have the same vision once the project is in progress?”
4. What to expect
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.
Expect the designer to ask you general project questions, along with some more technical questions. They are trying to figure out the scope of the project and nail down what your needs are so they can provide you with an accurate proposal.
5. Take notes
Take the time during a meeting to pause and make notes of important questions or ideas. It is much harder to remember two hours or two weeks later than in the moment.
6. Be honest
Ask questions! Tell the designer if you have no clue what the world they are talking about. It is easy to fall victim to technical jargon. Simply say, “I want to make sure I’m understanding correctly. Can you explain that again?”
If you don’t know an answer to a question just say, “I don’t know.” If it is appropriate ask the designer if they have a recommendation for an answer you don’t know. Go ahead, take advantage of their knowledge and experience.
7. Outline the next steps
Discuss what each person is going to do next.
Are there questions you need to answer for the designer to move forward?
When can you expect to hear back from each other?
8. What to do after the meeting
Write down any questions you forgot to ask and send them to the designer.
If you find yourself saying, “I wish I would have asked _____.” Then ask it.
The most successful designs come from designer-client relationships where both parties trust and respect each other. This doesn’t mean that you always have to agree, but that you are both working your hardest to accomplish a common goal. The design process should be fun! You are making ideas come to life visually.