HELP CENTER

We have compiled a list of frequently asked questions into this easy-to-use Help Center.
To use simply click on a topic below. If you cannot find an answer to your question,
please don’t hesitate to contact us by email or call 877-747-5566.

 

YOUR ORDER

How do I place my order?

Payment options?

Can I use a resale license?

Where do I upload my artwork files?

Can my graphic designer upload files?

Can I upload my files prior to placing and order?

I’ve placed my order. How will I know you received it and everything is ok?

Why am I not receiving automatic email notifications?

How can I cancel my order?

SHIPPING & TURNAROUND TIMES:

When will my job be complete?

When does my production turnaround time begin?

Does my turnaround include shipping?

What shipping options do you offer?

Standard Production Timelines

Do you offer rush services?

RETURN POLICY:

What is your return policy for non-printed products?

What is your return policy for custom printed products?

What is your return policy for damaged items?

 

GENERAL ARTWORK QUESTIONS:

Where can I find templates for design layout?

Do you offer design services?

If my artwork is not correct will you print it anyway?

Will I receive a proof before print production begins?

Do I need to use a product template?

EDUCATION CENTER:
Standard Production Workflow
Digital Printing vs Screen Printing
How do I determine the number of colors in my logo?
What type of canopy frames do you offer?

Canopy Frame Specifications

What is the difference between the canopy peak and valance?

What is a vented peak?

Can my canopy peak and valance really be different colors?

What are your standard canopy fabric colors?

Do your fabrics meet fire certification requirements?

YOUR ORDER

 

How do I place my order? back to top>
Select your product size, quantity, color, etc you desire. When your options are set click ADD TO CART button. From here you may continue shopping or proceed to checkout. If you continue shopping you will notice the item count increase in your cart (upper right corner). When you are ready to checkout, click on cart link to begin process. Feel free to give us a call to place your order as well.

Payment options? back to top>

We accept Visa, MasterCard and AMEX. We do accept payment by check, however this process takes much longer than a credit card transaction. If you prefer to pay by check, complete your order online and select “Pay by Check”. Once we receive the order it will be submitted but remain “On Hold” until the check clears with the bank. After the check has cleared, the standard turnaround time will apply.

Can I use a resale license? back to top>

If you are producing a product for resale and would like to provide us with your resale number, you will need to fax us a copy of your California Resale Certificate.

Where do I upload my artwork files? back to top>

Files can be uploaded through our website after an order has been placed. If you select to upload files later, you may do so by contacting us and we will email you upload instructions.

Can my graphic designer upload files? back to top>

Yes. Your designer can upload files to your order/job. Please contact us and we will create an upload link.

Can I upload my files prior to placing and order? back to top>

All files uploaded need to be associated with an order number, and therefore can not be uploaded prior to placing the order.

I’ve placed my order. How will I know you received it and everything is ok?

After your order is placed you will receive and email notification confirming receipt of your order and artwork upload. To check additional status please contact us.

Why am I not receiving automatic email notifications? back to top>

If you use an address with an email filter that requires each sender to fill out a form, you may not receive our automatic email notifications regarding the status of your order. Colored Ink is not responsible for automated email notifications that are redirected due to a customer’s email filter settings. It is the customer’s responsibility to contact Colored Ink for the status of their order.

 

How can I cancel my order? back to top>

A request to cancel should be done by phone to prevent the job from moving forward in the production process. Cancelled orders require compensation for incurred costs and related obligations at the time of cancellation. Due to our company procedures, you may only cancel an order without incurring additional fees prior to the approval of the artwork or shipment of hardware. All requests for cancellations after a PDF proof are subject to a minimum cancellation fee of 10%. No refunds will be given for custom orders in print production

SHIPPING AND TURNAROUND TIME

 

When will my job be complete? back to top>

Turnaround times vary with each product and begin once the submitted artwork has been approved. On unprinted products, turnaround time begins the next business day if ordered before 12 PM Pacific Standard Time. Please refer to Production Timeline for more information.

When does my production turnaround time begin? back to top>

Turnaround times for custom printed products begin once the PDF proof has been approved by you. All proofs will be emailed directly to you and can also be found by logging into your account online. If you approve your job by 12 P.M. Pacific Standard Time, production turnaround time begins that business day. Also note that if we are unable to print your files because they do not conform to Colored Ink’s file requirements, your job status will be put “On Hold” and your production turnaround time will be reset.

 

Does my turnaround include shipping? back to top>

Turnaround time represents the business days required to produce the approved artwork. Allow additional business days for delivery based on the shipping method you selected. Business days are Monday through Friday. Holidays, Saturdays and Sundays do not count when calculating turnaround. Our turnaround times are an estimate, and are not to be confused with a guarantee. We assume no responsibility for delays caused by delivery carriers or any damages resulting from the failure to receive a job on time. Your order may arrive late due to unforeseen delays in delivery service, the breakdown of equipment, illness, etc.

 

What shipping options do you offer? back to top>

Our primary method of shipping is via FedEx Ground. Due to the large volume of product we exclusively ship with this carrier, we are able to provide our customers with great rates.

Do you offer rush services? back to top>

If you have a rush need, we’ll do all we can to meet your project timeline. We understand that tight deadlines are a reality of our clients and our client’s customers. If we can take your project on, a rush charge of 15% of the entire or $150, whichever is greater will be assessed.

 

That said, orders are always subject to physical realities. Here’s how you can help us minimize production times:

      Submit your

      Setup your digital print files by carefully following our Artwork Preparation specifications.

      Review and approve digital proofs quickly.

Large quantity orders should be carefully researched ahead of time. That means giving us a call a month or so in advance and letting us know what’s coming. We’ll work with you to establish a detailed timeline that includes art delivery, proofing, production, pack-out and preparation for shipping.

 

STANDARD PRODUCTION TIMELINES

 

CUSTOM PRINTED SOFTGOODS

Custom Printed Canopy Products: Tops, Side Walls, Rail Skirts
Artwork Review & Proofs	Customer Approval	Production	Shipping
1 – 2 Business Days	1 Business Day	12–14 Business Days	As preferred.
Custom Printed Flag Products
Wind Feather Flags
Artwork Review & Proofs	Customer Approval	Production	Shipping
1 – 2 Business Days	1 Business Day	10-12 Business Days	As preferred.
iCatcher Wing & Blade
Artwork Review & Proofs	Customer Approval	Production	Shipping
1 – 2 Business Days	1 Business Day	10-12 Business Days	As preferred.
Custom Printed Table Cover Products
Artwork Review & Proofs	Customer Approval	Production	Shipping
1 – 2 Business Days	1 Business Day	12-14 Business Days	As preferred.
Event Fencing
Artwork Review & Proofs	Customer Approval	Production	Shipping
1 – 2 Business Days	1 Business Day	12-14 Business Days	As preferred.

 

UNPRINTED SOFTGOODS

Unprinted Canopy Fabric Goods (stock items)
Artwork Review & Proofs	Customer Approval	Production	Shipping
-	-	1-2 Business Days	As preferred.
Unprinted Table Covers
Artwork Review & Proofs	Customer Approval	Production	Shipping
-	-	5-7 Business Days	As preferred.

 

HARDWARE

Canopy Frames and Hardware
Artwork Review & Proofs	Customer Approval	Production	Shipping
-	-	1 – 2 Business Days	As preferred.
Flag Accessories
Artwork Review & Proofs	Customer Approval	Production	Shipping
-	-	1 -2 Business Days	As preferred.

 

 

 

RETURN POLICY

 

What is your return policy for non-printed products? back to top>

We want you to be completely satisfied when you purchase online from Colored Ink. All non-printed products can be returned for a refund less a 15% restocking fee within 10 days from the day you receive the item. The item must be returned in new and unused condition, in the original boxes, with all paperwork, parts and accessories. "New and unused" means that there are no scratches, blemishes, or marks on the item; there are no signs of wear on the product. A Return Authorization Number must be arranged by contacting Colored Ink prior to shipping. All packages must be returned prepaid by customer. A refunded will be applied to your credit card upon receipt and inspection of the returned products less original shipping charges.

 

What is your return policy for custom printed products? back to top>

We want you to be completely satisfied when you purchase online from Colored Ink. For custom printed products we will offer a remake of your order if we do not print as per your approved digital proof.

 

What is your return policy for damaged items? back to top>

Any items that are found to contain damage upon opening your shipment, must be reported to our customer service with 1 business day from receipt of shipment. If your shipment contains extensive damage to the packaging upon delivery, refuse the shipment and contact Colored Ink immediately.

 

GENERAL ARTWORK QUESTIONS

 

Where can I find templates for design layout? back to top>

We provide templates for all custom printed products we produce. These templates can be found on the “templates tab” under each individual product or by clicking the Templates Link in the HELP section bottom navigation.

Do you offer design services? back to top>

Colored Ink offers complete in-house graphic and large-format creative services.  We are equipped to assist you at every stage of your project. Our rates are reasonable. Our commitment to helping you obtain the highest quality printed product is unsurpassed. Please contact us for more information.

 

If my artwork is not correct will you print it anyway? back to top>

No. If your submitted artwork files not conform to Colored Ink’s file requirements, we will notify you of any issues and ask that new files be re-uploaded. If you are unable to make the corrections yourself, Colored Ink will be happy to assist you with any changes for a nominal fee.

 

Will I receive a proof before print production begins? back to top>

Yes. You must approve a PDF digital proof for all custom printed products prior to print production. These proofs will be emailed to you for approval. Under no circumstances will we launch production without a signed proof in hand. Please leave time in the production schedule for your own internal review.

 

For additional information regarding artwork file setup, please visit Artwork Preparation.

Do I need to use a product template? back to top>
Although it is not required, we encourage you to use our templates as this may prevent delays and extra design fees in processing your files. Our templates are built to the correct scale and include additional information to help you with your design. All templates can be found on the “templates tab” under each individual product or by clicking on the Templates Link in the HELP section bottom navigation.

EDUCATION CENTER

What is your standard production workflow procedure?

Customer Order Received

Credit Card or Payment Method Processed

Artwork Downloaded for Review

Artwork OK? Digital Proof Uploaded for Customer Review

Artwork Incorrect? Customer Notified for Changes Required

Digital Proof Approved by Customer

Print Production Begins

Fabrication Begins if Required

Packaging

Product Shipped to Customer

What is the difference between digital print vs screen print? back to top>

Screen Print Process
A method in which ink is applied directly to the surface to be printed. The logo, text or image to be printed is photographically transferred to a very fine fabric (the screen) such that the non-printed areas are blocked off and the fabric serves as a stencil. The ink is wiped across the screen to pass through the unblocked pores and reach the substrate. For each color to be printed a separate screen is prepared and the process is repeated.

Screen Print – The Upside
Less Is Sometimes More…
When a project calls for basic imaging – two color logos on generic backgrounds like red, black, blue, green, etc. -- screen-print is often the smarter, more cost-effective choice. But only with some products. Canopies yes, banners no. With banners, you need to be printing 250 units or more to make up for the cost of the screens. (See below)

And More Is Sometimes Less
•    The major expense in screen printing is the up-front cost of producing the screen themselves. Each additional unit after the first one lowers the per/unit price. Economies of scale with screen print are far more dramatic than with digital.
•    Screen print pricing is more flexible than digital. For clients working with tight budgets, we’ll offer advice on how to be as efficient as possible: reducing colors, for example, or cross-purposing screens for different project elements.  

Screen Print – The Downside
Screen-print severely limits the complexity of the printed image. You are also limited to specific areas to which ink can be applied. Generally speaking, designs cannot flow from one surface to another.

Large Format Digital Print Process
Large format digital printing is a process by which very large “inkjet type” printers use special solvent inks to print on hundreds of different specially coated media to produce clean, crisp, full color graphics of virtually any size direct from digital files without the need for complex and costly color separations.

Digital Print – The Upside
Maximum Imaging Capacity
•     Digital print allows us to handle complex designs, gradients, logos, photography and line illustrations. For all practical purposes, there are no imaging restrictions.  You pay the same for one color as you do for a million colors.
•    Since we start with white fabric and print over the entire surface, the base color of the printed goods can match corporate Pantone colors.
•    When it comes to canopies, digital allows for designs to flow from one canopy peak to the other, or from the peak to the canopy valance. Or from the top of the table cover to the front or the sides. 
 
Digital Print – The Downside
•    Digital is usually more expensive than screen-print, and economies of scale for larger orders are minimal.  You get more, but you also pay more, for digital print.

Which is Best? back to top>
Neither.  They’re both great. Depends upon the situation.
For canopies, look toward screen print for basic brand identity and for orders of five units or more.  For banners, screen printing will not be cost-effective for projects less than (generally speaking) 250 units or more. In all cases, for complex art and clients with ambitious branding needs, digital print is the way to go.


How do I determine the number of colors in my logo? back to top>
For screen printed custom products you will need to determine the number of colors in your logo to correctly estimate your project. All screen products we offer have pricing up to four colors. If you determine your logo has additional colors please contact us. Here are a couple of examples to help you determine.

 

Example 1.

In this example the logo is two colors – red and black. The material color is white. This screen printed logo will be reproduced as a two color logo because we can use the material color as logo color #3 (white).

Material Color: White

Example 2.

In this example the logo is two colors – red and white. The material color is black. This screen printed logo will be reproduced as a two color logo because we can use the material color as logo color #3 (black).

Material Color: Black

 

Example 3.

In this example the logo is three colors – red, white and black. The material color is gray. This screen printed logo will be reproduced as a three color logo.


Material Color: Gray

Example 4.

In this example the logo is four colors – red, white, black and light yellow. The material color is gold. This screen printed logo will be reproduced as a four color.

Material Color: Gold

What type of canopy frames do you offer? back to top >
At Colored Ink we've been field testing canopy frames for years. We’ve chosen the best and most serviceable options to provide our customers with maximum quality and dependability. We offer several different models in both steel and aluminum.

DS SERIES

         Our most popular lightweight steel frame series

         Available Sizes: 5x5, 8x8, 8x12, 10x10

         Durable powder coated Hammertone textured finish

         One piece frame – no tools required for setup

         Five height adjustments

         Ground stakes and dust cover included.

 

 

CL SERIES

         Commercial grade heavy duty steel frame.

         Available Sizes: 10x10, 10x15, 10x20

         Durable powder coated Hammertone textured finish

         One piece frame – no tools required for setup

         Five height adjustments

         Ground stakes and dust cover included.

ML SERIES

         The best selling frame in the market today.

         Durable lightweight 2 inch HEX aluminum tubing

         Large metal feet for strength and stability

         Available Sizes: 10x10, 13x13, 10x15, 10x20

         Silver aluminum finish

         One piece frame – no tools required for setup

         Five height adjustments

         Ground stakes included.

;

Canopy Frame Specifications: back to top>

 

Frame Material Type
DS Series 5x5	Steel
DS Series 8x8	Steel
DS Series 10x10	Steel
CL Series 10x10	Steel
CL Series 10x15	Steel
CL Series 10x20	Steel
ML Series 10x10	Hex Shape Aluminum
ML Series 10x15	Hex Shape Aluminum
ML Series 10x20	Hex Shape Aluminum
Mega 13x26	Hex Shape Aluminum
Mega 16x16	Hex Shape Aluminum
Mega 20x20	Hex Shape Aluminum
Side to Side Measurement
DS Series 5x5	59.25"
DS Series 8x8	114.5"x95"
DS Series 10x10	118.75"
CL Series 10x10	118.75"
CL Series 10x15	118.75"x177"
CL Series 10x20	118.75" x 235.5"
ML Series 10x10	157 .5"
ML Series 10x15	118.75" x 176.75"
ML Series 10x20	118.75" x 176.75"
Mega 13x26	156" x 312"
Mega 16x16	192" x 192"
Mega 20x20	240" x 240"
	*Valance Height to Gnd	*Peak Height to Gnd
DS Series 5x5	72 - 89.5"	90 - 107.5"
DS Series 8x8	72 - 89.5"	104 - 121.5"
DS Series 10x10	72 - 89.5"	110 - 127.5"
CL Series 10x10	72 - 89.5"	110.25 - 127.75"
CL Series 10x15	72 - 89.5"	110.25 - 127.75"
CL Series 10x20	72 - 89.5"	111 - 128.5"
ML Series 10x10	72 - 87"	112.5 - 127.5"
ML Series 13x13	79.25 - 94.25"	126 - 141"
ML Series 10x15	72 - 87"	112.5 - 127.5"
ML Series 10x20	72 - 87"	112.5 - 127.5"
Mega 13x16	78.7 - 98.4"	145.6 - 165.3"
* Valance and Peak height ranges are measured to ground. All frames have five adjustable leg settings which determine user height.
Leg Adjustments
DS - CL Series	5 Adjustments @ 3.5" each
ML & Mega Series	5 Adjustments @ 3.0" each
	Frame Weight	Frame Closed Size
DS Series 5x5	38	8.125" x 8.125" x 61.375"
DS Series 8x8	56	8.25" x 11" x 61.375"
DS Series 10x10	50	8.125" x 8.125" x 61.375"
CL Series 10x10	57	8.75" x 8.75" x 61.375"
CL Series 10x15	73	8.75" x 12.5" x 61.375"
CL Series 10x20	80	8.5" x 16" x 61.5"
ML Series 10x10	46	10" x 10" x 60.5"
ML Series 10x15	54	10" x 13.5" x 60.5"
ML Series 10x20	54	10" x 13.5" x 60.5"
Mega 13x26	210	81" x 27" x 17"
Mega 16x16	241	72" x 28" x 27"
Mega 20x20	270	72" x 29" x 27"

 

What is the difference between the canopy peak and valance? back to top>
We offer customization for both material color and print on our canopy peaks and valances. The canopy peak is the triangular area that rises to a point above the flat face on the front of the canopy (valance).

What is a vented peak? back to top>
A Vent is a meshed area under the flap of the fabric located at the peak of the canopy. This unique venting system allows for wind and heat to escape. There are two main reasons why this is important.

Stability. The Vent allows for wind and air to be safely “vented” through your canopy. Without the Vent, what you would have is a very big and expensive kite that will fly away, usually very far away. However, because of the wind vent in our 10x10 canopy tops, air and wind have a means of escape, without carrying the whole canopy along with it.

Comfort. Heat rises, and canopy tops can trap a lot of heat, like a hot air balloon. The Vent allows for hot air to escape out of the top, and let’s cool air rush in underneath to cool the inside of the canopy. Without a Vent, you’d be standing underneath a hot air oven. Not the best place to be on a hot day, and completely kills the purpose of having an outdoor shade.

Can my canopy peak and valance really be different colors? back to top>
Absolutely. If your budget won't allow you to add custom printed graphics to your canopy top, you can spice it up by changing out the material color on all sides, peaks and valances. That means your peaks and valances do not have to be the same color. Be creative and design your own unique top, there is no additional charge. Click here to view our selection of 16 colors Fabric Colors

Do your fabrics meet fire certification requirements? back to top>
All our fabrics used in the manufacturing have been tested and meet the CPAI-84 / ULC S109 Flame Retardancy Standards, based on testing data from FITI Testing and Research Institute. View Certificate