FAQs for FoldedColor
How do I make changes in my account?
Do you offer free samples?
What forms of payment are accepted?
Help! I forgot my password
What are plain samples?
What are the image resolution requirements?
How do I submit artwork?
What is your production lead time?
How much do you charge for shipping?
How can I track my order?
Who do I contact to report a problem?
Can I change or cancel my order?
Do you take returns?
Do you offer multiple item discounts?
Do you offer coupons?
Can I use multiple coupons for a single transaction?
- How do I make changes in my account?
It is simple to make changes to your FoldedColor account. Click on My Account located at the top of the page. From your Account Dashboard, click the Edit link next to the information you wish to update.
- Do you offer free samples?
All of our cartons are custom made-to-order, so unfortunately we do not provide free custom size samples. We do send out a free sample kit when you sign up for an account with us which showcases our paperboard thickness, coatings, and printing quality.
- What forms of payment are accepted?
We accept the following credit and debit cards on our secure site: Visa, MasterCard, Discover, and American Express
- Help! I forgot my password
If you don’t remember your password, click on the password link located on the log-in page. You will be sent an email with instructions to reset your password.
- What are plain samples?
Plain samples are white, unprinted paperboard samples of your unique dimensions. Plain samples will arrive in quantities of two for $12. Ordering a plain sample is a great idea to make sure your product fits perfectly in its packaging prior to placing a larger order.
- What are the image resolution requirements?
For optimal printing results, please make sure your uploaded images are 300ppi resolution. If your item is less than 300ppi you may choose to proceed to production at your own risk.
- How do I submit artwork?
Artwork must be submitted on a dieline downloaded from our website or emailed from customer service for custom quotes. Dielines may not be changed or edited; if you require a dieline that is not available on our site please contact customer service for a personalized design. If you are ordering one of our Standard Size Boxes, please click on the “Download PDF Dieline” link on the product builder page. Then select “Order Boxes and Submit Artwork.” This will take you directly to the Cart. Once you’ve checked out and the order has been processed, you will receive an Order Confirmation email with a link to submit your final artwork.* We will email you a PDF proof for final approval prior to moving your order into production.**
If you are ordering one of our Custom Size Boxes, please select “Order Boxes and Submit Artwork” after completing the box selections on the product builder page. This will take you directly to the Cart and bypass our Online Editor. Once you’ve checked out and the order has been processed, you will receive an Order Confirmation email with a link to submit your final artwork.* Within 2-4 business hours of processing your order, we will send your custom dieline to the email address associated with your account. Once you’ve placed your artwork on our dieline, you can submit the artwork via the link in your Order Confirmation email. We will email you a PDF proof for final approval prior to moving your order into production.**
*If you delete, do not receive, or otherwise can’t find your Order Confirmation email, please attached your artwork in an email and send to CustomerService@FoldedColor.com. Please reference your nine-digit Order # in the subject line of your email.
**Please note that Production Time does not begin until we receive final approval of your PDF proof(s).
- What is your production lead time?
Our standard lead time is 7-10 business days after artwork approval. Standard lead times reflect our usual production time but are not a guarantee. This does not include shipping time. Orders submitted or approved for production PST Monday – Friday will be processed on the following business day. All time estimates exclude weekends and holidays. All items are shipped FedEx ground unless stated otherwise. We require a physical address for all shipments and are unable to deliver to PO boxes. Once your order ships, a notification will be sent via e-mail with a tracking number. All orders are processed and shipped Monday through Friday, excluding holidays.
- How much do you charge for shipping?
Shipping charges are calculated online and will vary depending on order size, weight, and the number of parcels to be delivered.
- How can I track my order?
After your FoldedColor order has shipped, you can easily track your package. Log into your FoldedColor account and select the order you wish to track. Click on your tracking number to see your shipment status.
International orders may be subject to customs clearance procedures that can cause delays in delivery. Some shipments, such as international shipments, have limited traceability.
If your package shows as delivered, but you haven't yet received it:
1. Look for attempted delivery notices
2. Search around your delivery location for your package
3. Make sure that no one else has accepted the package
4. Wait until the end of the day as packages will sometimes show as delivered while still in transit
If your order has not arrived within the delivery window provided and you have not received any attempted delivery notices, please contact our Customer Service department.
- Who do I contact to report a problem?
If the items you have received appear to be damaged, please contact our customer service representatives here. We will review your request and help solve your issue as soon as possible. When contacting customer service please include your order number and a detailed description of the damaged product(s). If the product appears to be damaged during shipment, please notify us within 10 days, as our carriers will only accept claims within that time frame.
We strive to make and ship your products accurately and on time. In the rare event that an order is short due to quality issues, we reserve the right to decline a rerun of the missing peices as long as the shortage is less than or equal to 10% of the actual order. If you have a problem with your shipment missing items, product shortages, or incorrect items, please contact our Customer Service department here.
Please contact our Customer Service with any billing issues. If you see any unauthorized charges from FoldedColor.com on your debit or credit card, please contact your credit card Company or bank to dispute any unauthorized charges. If your FoldedColor account was used without your authorization, please reset your account password here and delete any saved payment information. If you would like to close your FoldedColor account, please contact Customer Service for further assistance.
Our dedicated Customer Service professionals are here to assist you. Please provide us with your order number when contacting us.
- Can I change or cancel my order?
If you need to make a change or cancel a portion or all of your order, please contact our Customer Service as quickly as possible. We will make every effort to fulfill your request. Please be aware that it may not always be possible to change or cancel an order, all items are made to order. If it is already processing or in transit, orders may not be changed or canceled.
You will be notified within two (2) business days regarding the status of your change or cancellation request.
- Do you take returns?
If you are unhappy with your order, please contact our Customer Service department. We strive for quality, so we ask that you return the damaged or defective products for inspection. In the event that an order is returned due to our error, shipping charges on the original order will be refunded. If your product is defective or damaged, they will be reprinted and shipped at no additional charge.
All returns must be accompanied with a return authorization number which you can obtain by filing a report with our Customer Service department. We are unable to issue refunds for return shipping charges. Please allow 1-2 weeks once we receive your return for your refund to be processed. We do not issue refunds or credits for problems reported more than 30 days after delivery.
- Do you offer multiple item discounts?
Yes, we offer a 20% discount for customers who order multiple printed items in a single transaction. Please note, in order to qualify for the multiple item discount, the quantity ordered for each printed item must be 125 or more. Use coupon code: MULTIPLE20 at checkout. Multiple item discounts are exclusive of tax and shipping. Multiple item discounts may not be available for all products.
- Do you offer Coupons?
Yes, we occasionally offer coupons and special offers. Be sure to [subscribe to our Newsletter] to stay informed regarding periodic coupons and promotions. Please note, some discounts and coupons may not apply for all products. Some discounts may be applied automatically at Checkout, while others may require a Coupon Code. To take advantage of a promotion or special offer requiring a Coupon Code, enter the specific Coupon Code in the applicable field when placing an order. Unless otherwise stated, Coupon Codes are limited to (1) single use per customer.
Coupon Codes may not be combined with other promotions, offers, or discounts. Also, Coupon Codes can only be applied to products ordered through FoldedColor’s website. They may not be used for Custom Quotes or towards shipping, handling, taxes, or other ancillary charges.
- Can I use multiple coupons for a single transaction?
We offer a variety of coupons and promotions on a regular basis. However, we can only accept one coupon code per transaction.