SUPPORT

Q: Do you ship internationally?
A: Yes! RockDesign ships worldwide using our trusted FedEx/DHL courier service for expedited shipping. While we also offer Tracked Ground Shipping via USPS or Canada Post, for faster and more secure delivery, we recommend expedited shipping.

Q: How much does shipping cost?
A: Shipping rates are based on order weight and shipping destination. If you are ordering through our website, shipping rates will auto-populate. For custom shipping rate inquiries specific to your order, please contact [email protected].

Q: How long will shipping take?
A: Transit timelines are dependent upon shipping destinations. For orders shipping within the continental USA and Canada, these general timeframes apply: Priority Shipping: 1 business day; Economy Shipping 2-3 business days; Tracked Ground 3-6 business days. For rural areas or International orders, please contact [email protected].

Q: How long will it take to make my cards?
A: The production time for our business cards will vary depending on the card material. Please check relevant product pages for specific timelines that apply to your order.

Q. What are your turnaround times?
A: Our turnaround estimates are as follows (*note that some exceptions apply):

Quick Cards: 4-6 Business Days After Proof Approval + Transit (2-3 day RUSH service may be available)
Unique Cards: 4-26 Business Days After Proof Approval + Transit
Classic Cards: 11-15 Business Days After Proof Approval + Transit
Plastic Collection: 11-26 Business Days After Proof Approval + Transit
Premium Collection: 13-17 Business Days After Proof Approval + Transit
Luxury Collection: 17-21 Business Days After Proof Approval + Transit
Metal Collection: 20-35 Business Days After Proof Approval + Transit

* Add 2-4 business days for the following features/designs: Edge foil, edge paint, custom die cut, or complex designs.

Q: How do you calculate turnaround times?
A: Turnaround time begins the following day after we have received payment and proof approval for your order. This timeline does not include holidays, weekends, transit time or lead-up time.

Q: What happens if there are unexpected delays during the printing process?
A: We strive to ensure timely delivery of all orders. However, unforeseen issues such as equipment malfunctions or technical difficulties can occasionally cause delays.
In such cases, we will assess the situation and may offer solutions like expedited shipping or discounts on reprints, depending on the specifics of the delay. Please note that these delays do not constitute grounds for order cancellations or refunds.

Q: How do I order my cards on RockDesign.com?
A: Select your cardstock, print finishings, order quantity and upload your print-ready design file. Watch our full ordering tutorial here for step by step instructions.

Q: How do I inquire about custom print products or large corporate orders?
A: Please fill out the corporate order form to get a free quotation via email. We will contact you within 1-2 business days (excluding weekends and holidays).

Q: Can I submit my own design file?
A: Yes! Your design file should include a full layout of your business card (front and back) in vector format. If you do not have a complete layout, you may wish to consider a template or custom design service.

Q: How do I know what print features to select for my order?
A: If you are having a hard time determining what print features are needed for your order, feel free to send your design to us by email. Our Sales Representatives can walk you through your options and make recommendations for you.

Q: What format should my logo be in?
A: Please provide your company logo in a vector format for optimal printing quality. If your logo is not in the correct format, we offer vector logo tracing services. Pricing for this service depends on the complexity of the logo and the resolution of the file provided.

Q: What is shell printing?
A: Shell printing involves producing the base metal cards with fixed elements like your logo and design, while leaving the variable data sections blank. These custom "shells" are then stored until you're ready to add variable data, either through spot color or laser engraving.

Q: What are the requirements for including a photograph?
A: Should you wish to include a photograph on your card, please provide an image with a minimum size of 3.5x2 inches and a resolution of at least 150 dpi. For optimal results, a resolution of 300 dpi is recommended.

Q: Do I need to pay for my order before RockDesign starts Production?
A: Yes, full payment is required before we begin processing your order (for print orders that exceed a total of $10,000 USD, we require a 40% deposit to begin production; full payment is required prior to shipping). We accept payments via PayPal, bank wire, company check, ACH transfer or e-transfer. Please note that orders will not be processed until payment has been received. Any delays in payment may result in corresponding delays in your order's production and delivery.

Q: Can I cancel or modify my custom order after it's been approved and sent to production?
A: Once your custom order has been approved and entered into production, it cannot be canceled or modified. If changes are needed after the order has been approved, it will be treated as a new order and will not qualify as a reprint.

Q: Is there any possibility of a refund if I cancel my order before production begins?
A: If your order has begun processing but has not yet entered production, a partial refund may be available. The amount refunded will be determined on a case-by-case basis and will be calculated based on the portion of work that has not yet been completed.

Q: What happens if RockDesign makes an error in my order? Can I get a refund?
A: If an error occurs on our end —such as errors in stock, coating, turnaround time, etc — we will work with you, on a case by case basis, to determine next steps. We strive to ensure accuracy and quality in every order.

Q: What if my project is inactive for an extended period?
A: If a project remains inactive for more than 60 days with no response, RockDesign will retain a 20% cancellation fee, should the order be cancelled or refunded.

Q: Can I get a digital proof before production?
A: Yes! All orders receive a digital proof that will be emailed to you within 24 working hours or less after submitting payment. We won't start production until you’ve confirmed your proof!

Q. Can I get a physical sample of my design before I pay for the full order?
A: Paid test prints are available for select products. Test Prints require the full turnaround time of your selected product and yield 2 physical samples for you to review. Test prints are recommended for large corporate orders or to test QR code functionality/print features etc. that you may be unsure of before placing a full order.

Q: Do I need to review the proof before RockDesign prints my order?
A: Yes, it's essential that you carefully review all pages of the proof we provide. Once you approve and confirm the proof, we will proceed with printing. After confirmation, we cannot accept changes or be held responsible for any errors not noticed in the proof.

Q: Can I upload my own design?
A: Absolutely! We recommend submitting a print-ready vector file with outlined text and logos to avoid loss in formatting. Please note that RockDesign will not be responsible for any errors in your design, such as spelling mistakes, low-resolution images, or incorrect colors. We may need to modify your file to make it print-ready (additional design fees may apply).

Q: Will the colors in my printed materials match what I see on my screen?
A: Not exactly. Screens use RGB color mode, while printing uses CMYK. This means colors may look different when printed. To minimize color shifts, we recommend designing in CMYK and providing Pantone (PMS) color codes for spot colors.

Q: Can RockDesign guarantee 100% exact color matching?
A: Due to variations in the printing process, RockDesign cannot guarantee exact color matches using offset or UV printing. If color accuracy is crucial for your project, please consult with us before submitting your order; we recommend upgrading to spot color with a Pantone reference.

Q: How can I ensure my design meets my expectations?
A: To help our designers understand your design preferences, we’ll send you an online Design Questionnaire asking for your input regarding design style, card material and print features; we encourage you to provide any instructions or references that may aid our Design Team in capturing your vision.

Q: Are there limits to how many revisions I can request?
A: Each Design Service includes a set number of revisions as specified on our website. Requests beyond this limit may incur additional fees.

Q: When will I receive my final design files?
A: After you approve the final design and we process payment for the print order, we'll provide you with the finalized design files (upon request) for your selected design. Design files are also available for a surcharge for clients not printing with RockDesign (this excludes our template designs).

Q: Are Design Services refundable?
A: Once initial concepts have been created, Design Services are non-refundable. We encourage open communication throughout the design process to ensure your satisfaction.

Q: Can I see samples of your products?
A: Yes! We offer Premium Sample Packs which include an assortment of our most popular paper and plastic cards, featuring a wide range of finishes, print techniques and pre-designed templates. The premium pack + metal cards include our metal card samples as well.

Q: Can I choose what’s in my sample pack?
A: RockDesign frequently prints new samples, so sample packs may vary from the cards seen on the website. While packs are pre-selected to showcase a broad range of our options, we’re happy to take note of specific features or materials you’re curious about. Just let us know when ordering! Keep in mind these are generic samples, and will not include your specific contact information and/or logo.

Q: How much does the sample pack cost?
A: Sample pack costs vary depending on shipping destination (United States, Canada or Worldwide). Order yours today by clicking here.

Q: What shipping options are available for Sample Packs?
A: Sample packs shipped within the continental United States and Canada include Ground Shipping in the base price. You have the option of upgrading to Express shipping with a tracking number if desired. For sample packs shipped worldwide, express shipping is required. Pricing for expedited shipping is dependent on destination.

Q: How can I order a template?
A: Visit our template page and select from over 575 templates! You can view pricing and place your order directly through our website. Prefer a personal touch? Just email [email protected] to get started!

Q: What information do I need to provide when ordering a template?
A: During checkout, tell us what info you want on your cards — like your company name, contact details, and upload your logo (if applicable). Our talented design team will create a digital mockup of your chosen template using the details you provide.

Q: Can I see a mockup of the template before I pay?
A: Template designs are free when you buy cards from us. We just ask for full payment (including print and shipping) before we get rolling. Not to worry, we won’t produce your cards without you approving them first!

Q: How can I reorder my cards?
A: To reorder your cards, simply email your previous contact or reach out to our sales team. We keep all past designs on file, so reordering is easy. If you'd like to make any changes, just let us know. We'll send you updated pricing and shipping options, assist with payment processing, and provide an official proof for your review and approval before we begin production.

Q: Does RockDesign accept rush orders?
A: Rush order requests are evaluated on a case-by-case basis. However, please note that our business cards typically require the standard production times listed on our website due to their high-end, custom nature. If you have a firm deadline—such as for a corporate event, trade show, or client meeting—please notify our sales team as soon as possible. While we do our best to meet time-sensitive requests, deadline requests are not guaranteed.

Q: I Have a Tight Deadline—What Are My Options?
A: We understand that some projects come with urgent timelines. While we cannot guarantee expedited delivery for custom-printed luxury cards, we recommend exploring our Quick Business Card Printing options. These products are designed for faster turnaround times and can serve as a great short-term solution while your Premium or Luxury order is being produced.

Visit our Quick Business Cards page to learn more about fast printing options that meet tight deadlines without compromising on quality.