July 1, 2015

Commonly Asked Questions - Answered!

We get a lot of questions here at San Diego Sign Co. regarding turnaround times, proofs, reorders, and just about everything else you can imagine that has to do with signage or trade show displays. Today I’d like to try to answer some of the questions we seem to get most often from our customers. This will hopefully help you to place orders (or reorders) with ease and avoid any confusion throughout the process. After asking around our office, here is what our customer service reps say are some of our most commonly asked questions (with answers!):

If I place an order today, when will it be delivered?
This can be a rather difficult question to find a “one size fits all” answer for. The truth is, when you will receive your order has to do with a lot of different factors, some of which include the type of product and quantity on your order, when you submitted your order and/or uploaded files, how quickly you approved your graphic proof, whether or not you opted to put a rush on your order, and what shipping method you selected. Typically, however, hardware only orders with no graphic prints ship the same day if the order is placed and paid in full by 3:00 PM PT (if your order is shipping out of our Carlsbad, California warehouse, or by 3:00 PM ET if shipping from our warehouse in Harrisburg, Pennsylvania), and most orders with graphics typically ship out two business days after graphic approval.
If you ever have questions about when your order will ship, you can always contact us for an estimated ship date. If you need help making sure your order arrives in time for your event, we’re always happy to help you figure out what shipping method will work best for you and whether or not a rush is needed.

After the order is placed, is there anything left for me to do?
If you placed a hardware only order, you’re all set and we will take care of the rest. If there were graphic prints on your order, we still have a couple things we’ll need you to do before you’re completely finished with the ordering process. Once you place the order, you’ll still need to upload your art files, which you will want to do here. After placing the order online, you will receive a web order number that you will be asked to reference on the file upload form, so it’s very important that this is the second step in your ordering process.
After you upload your files, you’ll be emailed a digital proof from the graphics department. We’ll need your written approval before your order can proceed into production.
Once you have placed your online order, uploaded your files, and approved your proof, you can relax and let us handle the rest.

What are the cutoff times for same day proofs/approval?
Cutoff time for same day proofs is 12 noon PT. This means that on the day you place your order, you will want to upload your files NO LATER than 12 noon PT in order to receive a digital proof from the graphics department the very same day. If your files are not received before this time, you will be proofed the following business day.
Similarly, once you have received a digital proof from the graphics department, you will need to approve this in writing before it can go into production. You must do this before 5 pm PT in order for the order to go into production the following business day.

I want the exact same order I placed six months ago. How do I do this?
To place a repeat order using the same art as before, you will need to go through the online ordering process again and add the items to your cart as if it were a brand new order. However, you will not need to upload your files again if the original order you are replicating was placed within the past 90 days. You can simply reference the old order number you want us to use the art from in your order notes. Please note that the graphics department will proof your art again, whether we’ve used it twice or two hundred times, so we still need you to lookout for an email from your graphic designer with your digital proof. We’ll need you to approve that proof in writing before your order can proceed to production. If the old order you want to reuse art from was placed more than three months ago, it’s always a good idea to check with us first to confirm we still have your art on file.

Can I submit different graphics for different products that are on one order, or will I need to place separate orders for each?
Say you want to order two Feather banners, and you want different artwork on each one. A lot of times our customers think this means they need to place two orders for one banner each, but there’s an easier way! Instead of placing a separate order for each art file you need printed, you can place just one order and simply leave us instructions in the order notes section and let us know you’ll be uploading more than one file for the order.

How do I order a custom sized graphic print?
This can be done from the printing page found here. This can be confusing to a lot of our customers because the total square footage needs to be in the quantity box for accurate pricing. For example, if you need a 5x5 super flat vinyl print, you would go to the Printing page, select super flat vinyl, and enter “25” in the quantity for a total of 25 square feet that will equal a 5x5 graphic print. With custom graphic prints, you’ll want to be sure to include specific, detailed instructions for any finishing or special requests. If you’re ordering a new graphic for your Silverstep 36”, it never hurts to add to the notes that that is what the print will be being used for.

If you have a question you don’t see answered here, we are here to help you! You can reach us here in the office by calling 888-748-7446 Monday – Friday from 6 am – 5 pm PST, by logging on to LiveChat from our website, or by emailing info@sdsign.com, and we’ll be happy to help you get the information you need. As always, stay tuned for more updates from us here at San Diego Sign Company.  

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