FAQ

Please follow the setup instructions below for setting up your design files

Shipping

RockDesign offers worldwide shipping. All of our products are shipped via FedEx, and our sample packs are shipped via DHL, FedEx, and Canada Post. Some rural areas may take slightly longer for delivery. Please note, Canada Post shipping does not include a tracking number; for faster and more secure shipping, we recommend the expedited shipping option for a sample pack purchase.
We do not currently ship using client account numbers. If you would like to ship with your account, please provide a shipping label in PDF format. We will schedule the pick up or drop off for the package; there will be an additional handling fee.

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Turnaround Time

The turnaround time for our business cards will vary depending on the cardstocks. Minimum turnaround times are as follows:

Luxury and Premium Cards: 12-16 Business Days + Transit

Plastic Cards: 10-12 Business Days + Transit

Ultra Thick PVC Cards: 12-16 Business Days + Transit

Classic Cards: 7-10 Business Days + Transit

Metal Cards: 18-30 business Days + Transit

Quick Cards: 3-5 Business Days + Transit

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Please Note: Turnaround time varies depending on the job quality and complexity, and may be extended depending on the specific print features selected. Should you have any questions, please see free to contact us.

The turnaround times posted by RockDesign are in regards to printing, and only begin after the Client has sent approval of the digital proof. The Client must acknowledge and agree that all listed turnaround times are estimates only, and do not including shipping time. These times are calculated as business days, and do not include weekends or holidays.

Unexpected failures, malfunctions, and/or technical problems with printing equipment may delay the printing process. If such a delay were to occur, RockDesign may, at its discretion and on a case by case basis, provide compensation in the form of expedited shipping or re-print discounts. Technical difficulties or delays will not be grounds for order cancellations or refunds.

Custom Printing

If you are looking for customized print products, or for large corporate orders, please fill out the corporate order form to get a free quotation via email.

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Please Note: You will be contacted by our sales team via email in 1-2 business days. (excludes weekends and holidays).

Payment

Full payment is required prior to any orders being processed through to production. An order will not be processed under any circumstances before full payment has been made, using a credit card or cash funds (PayPal, bank wire, or e-transfer). RockDesign will not be liable for any delay in order completion due to a delay in payment.

Order Cancellation / Refund

Due to the custom nature of the products sold by RockDesign, an order cannot be cancelled or modified once it has been approved by the Client and has been sent into production. Partial refunds may be available on orders that have begund processing but have not yet gone to into production, and will be determined on a case by case basis. If a partial refund will be given, the refund will be calculated based on the portion of work that has not yet been created.

Custom designs and artwork generated internally by the staff of RockDesign are subject to human error. If an error occurs in regards to pricing, stock, coating, turnaround time, or any other aspect of an order that is deemed to be at the fault of RockDesign staff, RockDesign maintains the right to cancel the order and provide a full refund to the Client.

Alternatively, any miscommunication that occurs from the Client to RockDesign during the quoting process will not qualify the order for cancellation or a refund. If any changes are made to an order, it will be viewed as a secondary order and will not qualify as a reprint. In the event that a project is inactive for more than 60 days with no response from the Client, RockDesign reserves the right to deduct a 20% cancellation fee from the order price if the project is cancelled and a refund is issued to the Client.

Proofing

A digital proof of work will be submitted for the Client’s approval prior to bring sent for production. The Client is then responsible for carefully reviewing the proof and order prior to submission in the interest of avoiding errors. Once an order is accepted and confirmed by the Client, no liability is accepted by RockDesign for any errors not noticed or corrected by the Client on the proof. RockDesign will not accept any changes to an order that has been confirmed and sent to printing. Should the Client choose to ask RockDesign to print the product without their review or approval, RockDesign will not be responsible for any flaws, errors, or problems or any sort on the product, and a re-print option will not be available.

If the Client chooses to upload a file, we strongly recommend that the Client submits a print-ready file in vector format, with all text and logos outlined. Any modifications made to files by RockDesign to get them print-ready may be subject to design fees. As such, RockDesign is not responsible for any errors in the product, including but not limited to: spelling errors, bleeds, grammar, damaged fonts, low quality images and graphics, punctuation, crop marks, transparency, overprint, incorrect colors, insufficient safe margins, etc.

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Color Accuracy

While all reasonable efforts will be made to ensure color accuracy, RockDesign does not guarantee that an exact color match will occur between the Client’s artwork, imaging, files, or printed materials, including reorders, due to the inherent variations in the printing process. There is a 10% color shift that may occur due to press calibrations in printing, and color may shift during the course of a single press run or between separate runs.

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RockDesign also cannot guarantee color matching a preview or sample as it appears on a Client’s monitor, as we cannot compensate for individual display color variances. It is highly recommended that all designs and files be created in a CMYK color format in order to decrease the likelihood of color shifts occurring, if a conversion from RGB to CMYK is necessary. It is possible to convert an RGB file into CMYK if the Client is unable to provide one; however, many of the colors in RGB are not reproducible in a CMYK format, and RockDesign does not guarantee any color accuracy when doing such a conversion. We highly recommend that the Client provide a Pantone (PMS) color code when doing spot color printing.

Design Services

At RockDesign, all of our designers are trying their best effort to create professional designs for all of our clients. It is important that the Client submit a clear and detailed design brief prior to starting the design process, along with image examples, as our designers will be creating the design based on the provided guidelines. Please keep in mind that once a direction is chosen and our designers have already put their time into the design process, changing the direction may incur additional design fees. Clients need to keep to the number of revisions listed on our website; extra revisions may incur additional design fees. Once our designers have finalized the design, we will process payment for the print order first; once payment has been processed, our designers will provide the finalized design files for the client. Please note that we are unable to provide font files due to the copyright policy. In the event that the client chooses to take the final design and print elsewhere, additional design fees will be applied to the order. Please note that all design services are not refundable.

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