1. Deluxe Satisfaction Guarantee
Deluxe stands behind the quality of its products and services. If you are not 100% satisfied with your purchase from us, simply contact Customer Service within 30 days from the date you receive it (or the date it was scheduled to arrive), and we will reprint part or all of your order. In some cases, we may refund the full price of the product(s) in question, excluding shipping, postage and processing costs. Deluxe is committed to customer satisfaction, and we do everything possible to ensure proper cutting, accurate color reproduction, and excellent printing quality. However, certain circumstances are beyond our control and are not covered by this guarantee. Please note that we cannot be responsible for:
- Spelling, punctuation, or grammatical errors made by the customer.
- Inferior quality or low-resolution of uploaded images.
- Design errors or color selection errors introduced by the customer in the artwork file creation process.
- Errors in user-selected options such product type, size, finishing options, or quantity.
- Incorrect file dimensions, image orientation, or file submission in accordance with Deluxe specifications.
- Damage to the products arising after delivery to the customer.
- Duplicate orders by the customer.
- Incorrect file layout for folding, scoring, hole drilling, die cutting or other custom services.
- Incorrect shipping address, undeliverable packages/3rd delivery attempts, or other errors created by the customer.
This guarantee is also subject to a few other terms and conditions:
- Full refund guarantee does not apply to shipping claims. We will reprint orders damaged or lost by UPS.
- We reserve the right to have you return the original order, at our cost, before reprinting or refunding your order.
- Maximum refund per order or customer is $2500. The only remedy for problems with orders over $2500 is reprinting of the order to correct product defects.
- Color match, cutting and folding tolerances are guaranteed to be within industry standards (CMYK) for pleasing color and tolerances published within our website.
- This guarantee is limited to reprint of the original order quantity or refund of the purchase price of the order. We are not responsible for any damages or claims incurred by you or your business caused by receiving printed materials which are defective or incomplete or which you receive later than the estimated delivery date.
- This guarantee does not cover fees for mailing service or postage or associated incidental or consequential damages or claims. Deluxe is not liable for U.S. Postal Service errors, including loss or delay.
Please preview your designs carefully and correct any issues prior to placing your order.
2. Color Accuracy and Hardcopy Proofs
Deluxe will reproduce color from submitted print-ready files as closely as possible, but cannot exactly match color and density (as viewed in a 5000K light booth) because of limitations in the printing process, as well as neighboring image ink requirements.
The accuracy of each color reproduction (of the final printed product) is guaranteed to be within 90% of the final proof you approved or Deluxe will reprint your job at no charge to the customer. Please note that we accept no responsibility for color variations between submitted print-ready images and the actual artwork or product they represent.
3. Artwork Files
Our prepress department checks most artwork files before printing, but you are still 100% responsible for the accuracy of your print-ready artwork files, and we encourage you to proofread all files carefully before submitting to Deluxe. As postal regulations are subject to change, you are also 100% responsible for complying with current mailing restrictions for your layouts. Check with your local Post Office. Please note that we have created file preparation guidelines and product templates to assist you in creating print-ready files, and we also offer file preparation support services.
You certify that you have the right to use the image(s) in your artwork files. DO NOT send any "one-of-kind" transparencies, prints or artwork. Although we take every precaution to safeguard your materials, we are NOT responsible for loss or damage of images or artwork.
Under these Terms and Conditions, you agree that you will NOT upload any artwork files consisting of the following material: any material that could give rise to any civil or criminal liability under applicable law; and any material that could infringe rights of privacy, publicity, copyrights or other intellectual property rights without the permission of the owner of these rights and the persons who are shown in the material if applicable.
4. Printing Turnaround Time
Printing turnaround time begins once your order has been placed and your print-ready files have been uploaded to your account, attached to your printing job, and approved for printing. Please note that if we are unable to print your files because they do not conform to our file requirements, your job status will return to "Need Artwork" and your printing turnaround time will be reset.
For printing jobs that do not have complete digital source files provided, printing turnaround begins when we have your print-ready file(s) for your print job, not from when the order is first submitted.
If your job or proof is approved by 6:00 P.M. PST (9:00 P.M. Eastern), printing turnaround time begins that business day. For example, a job for three-day printing turnaround that you approved by 1:00 P.M. PST on Tuesday will be shipped out to you by end of business Friday. Please note that Deluxe offices are closed Saturdays, Sundays and Holidays. As a result, these days are not considered when calculating printing turnaround time. In addition, printing turnaround time does not include shipping transit time, and you should allow additional business days for delivery based on the shipping method you selected.
To qualify for same day printing turnaround time for applicable products, your order must be placed, all files uploaded, and all files approved by 9:00 A.M. PST (7:00 A.M. Eastern). If an order qualifies for same day printing turnaround, it will be shipped or ready for pick up by 5:00 P.M. PST (5:00 P.M. Eastern) the same business day. Orders with same day printing turnaround placed on Saturdays, Sundays or Holidays will be processed on the next business day.
Printing turnaround time for jobs with approved payment and accepted print-ready files is guaranteed. The remedy for failing to meet a deadline is limited to a refund of any rush charges or a courtesy rush on your next order. Cancellation of an order based on printing turnaround time is only allowed if the customer indicates in writing (e.g., note posted to order) when placing the original order that a job in the order is time sensitive and must be shipped by target date based on printing turnaround option selected.
Unless you choose Pick Up or Mailing Services, you need to select one of the shipping options presented to you on the Site.
All shipping except Special COD is currently done via UPS. When choosing a shipping option, please remember that the estimated shipping transit time is based on the number of business days in transit and does not include weekends, holidays or the day the package is picked up by UPS. For instance, a product shipped 2nd Day Air and picked up on a Thursday would be delivered by end of day Monday.
For Special COD delivery (i.e., Air Cargo, Greyhound, or other shipping methods), there is a processing fee paid to Deluxe at time of purchase for making all necessary arrangements with the carrier. In addition, the customer pays the shipping charge at time of delivery. The Special COD shipping charge is set by the carrier, and orders shipped by COD must be picked up at the carrier’s location. Delivery to your door is not included or available when you select Special COD shipping options.
Shipping transit times vary, and Deluxe assumes no responsibility for delays caused by shipping carriers, weather 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.
Pick Up orders will be held for 30 days at our facility. After 30 days, we will recycle your order. You agree that shipping terms for all Deluxe products are shipped “Freight On Board Shipping Point” or “F.O.B. Shipping Point" – Title and Risk of loss transfers to you at time of shipment or pickup.
6. Target Arrival
Target arrival dates are calculated by adding the printing turnaround time to the shipping transit time. Both printing and shipping times are based on business days only and do not include weekends or holidays.
For example, a product with a printing turnaround time of two business days and a shipping method of 2nd day air would have a target arrival date four business days after your files have been received by us.
The cut off time for accepting files is 6:00 P.M. PST (9:00 P.M. Eastern). If your files are in by that time, we will commit to printing and shipping your product within the selected timeframe.
Please understand that target arrival dates are estimates, not guarantees. While we will do everything in our power to meet your target arrival date, weather and other occurrences beyond our control may impact our ability to meet that date.
All sales are final, unless otherwise noted. No refunds are given once Deluxe begins working on your order, which means Deluxe has received your necessary materials (i.e., digital files and payment) and started work on your job (i.e., your job is in production).
Within 30 days of purchase, a partial or full refund may be extended to the customer if no work has been completed by Deluxe. Please note that such refund would be reduced to cover any fees charged for proofs, processing or other services associated with that order.
All materials we create in producing your printed product are the property of Deluxe. Although these materials will NOT be sold or given to any other party, we reserve the right to distribute free samples of your printed product. Please note that your printed product or images used for your printed product will not be used in any national advertising without your prior written consent.