FAQ - Go Print

FREQUENTLY ASKED QUESTIONS


HOW TO ORDER


3 Step Process

The basic process of placing a print order can be divided into three steps:

Step 1: Select Product

Before you start placing your print order, it is important to know the print specifications. Size, shape, coating, paper stock, quantity, print finishes, digital or offset – the options are almost endless, and can become overwhelming if you do not know what you are looking for. We recommend having your design ready (or at least in progress) before placing your print order so the specifications for your print order match your design. If you don’t have a specific product in mind, check out our sales, promotions and latest products featured on our homepage, Facebook and Instagram.

If you are still having trouble choosing the right product for your needs – give our Customer Service team a call or email us at info@goprintpr.com to discuss your needs. Once you know what you are looking for you will need to select the product and add it to your cart or place the order by writing us an email at info@goprintpr.com

Step 2: Checkout & Payment

This step includes completing the checkout process, setting your pickup (or shipment) options and completing payment for your order. You will be prompted to complete your details and then proceed to payment. You will be emailed a confirmation and invoice when your payment has been received and order placed. You are now ready to send us the artwork to be printed.

 

Step 3: Upload Artwork

Once you have placed your order you will need to upload files to be printed. Don’t worry if you aren’t quite ready yet – you can also send us your artwork via email to trafico@goprintpr.com and providing us with your order number. The deadline for uploading files and approving your proof(s) is within 30 days from the date the order is placed for regular priced products, and within 7 days following the end of the sale for sale items. If you miss these deadlines you may need to pay for any applicable price increases.

If you placed multiple orders, please ensure you upload the correct files to the correct order.

How can I place an order?

These are the available options to place an order:

  • Writing an email to info@goprintpr.com with complete details of what you wish to order and/or quote.
  • Visiting our physical storefront located at #1318 FD Roosevelt Ave in San Juan, PR.
  • Online Store using the SHOP tab located above.

How long will my order take?

Orders are normally processed in a 24-48 working hours time frame after ready to print artwork is received or approved. If your order takes longer than this, you will be notified previously by one of our sales reps when placing your order.  Orders including artwork creation will be processed in 2-3 working days.

I am not sure which material (stock) works best for me. Could I see samples beforehand?

Yes. You may visit our physical storefront and ask to see our material guide to help make your final decision. You may also request printed proofs (for an additional charge).

My order included artwork creation, will I get to see it before it is printed?

At Go Print, we work hard to ensure that you love our prints. We will not print anything unless we have your approval by email or in person.

Please allow 2-3 working days after order confirmation for first artwork version to be sent to your provided email. Once artwork is approved as final and ready to print, it cannot be modified or cancelled. All artwork orders include (3) revisions free of charge, after this, they are charged at $15.00 per revision.

If you wish to request a revision to your artwork, please email our traffic department at trafico@goprintpr.com; make sure you include your order number.

FILE PREPARATION


Basic Print Specifications

Here are some basic specifications:

• Export as PDF file (preferred)
• All images should be 300 DPI or higher (at 100%)
• CMYK color mode
• 0.125 inches of bleed on all sides (0.25 inches additional width and height)
• 0.125 inch safety margin (inside trim line)

You can submit one PDF file (with multiple pages) or a separate PDF files for each side/page.

Handy tip:

Detailed naming of your files will help us process your order quicker (for example, “Set1_Front.pdf”, “Set1_Back.pdf”, “Set2_Front.pdf”, “Set2_Back.pdf” etc.)

What resolution should my image be?

In order to know what resolution an image file will need to be – you will first need to know the size you would like to use the image at (for example 4″x 6″).
As our recommended pixels-per- inch (PPI) is 300, multiply these dimensions by 300 to find out the minimum recommended resolution (in pixels) for that image.

Hence, a 4 x 6 inch image should be 1200 x 1800 pixels (or larger), as calculated below:

• Width: 4″ x 300 = 1200 pixels
• Height: 6″ x 300 = 1800 pixels

What is a PDF?

PDF stands for “Portable Document Format”. A PDF is a digital file format used to represent electronic text, images and graphics. It supports both pixel-based (raster) and vector graphics.

PDF is a standard file format used in the print industry, as it is not dependent on application software or hardware to display. It encapsulates images, fonts and other information required in one file for easy viewing, electronic transmission and printing.

The filename extension for PDF files is “.pdf”
To view PDF files, Adobe Acrobat Reader is available for free download.

Why should my file be converted to CMYK?

For all orders, we always recommend converting the colors to CMYK mode.
This allows you to have greater control over the color values; as well as manage the consistency of the color values.
Colors will be converted to CMYK mode (as required) during the pre- press/proofing stage of your order.

However as there are several conversion methods the CMYK values produced may not be consistent, or the best match for your color. For this reason, we highly recommend that the conversion to CMYK be done to the original design file before uploading.

What is bleed?

Bleed is the area past the trim edge or finished size.
If any element of your artwork is designed to be printed to the edge, it must be extended past the trim line and into the bleed area by a minimum of 0.125″.

The addition of bleed compensates for uncontrollable shifts that occur during the printing and trimming process; and ensures that any content touching the edges does not leave unwanted gaps or borders.

The bleed area will be visible on your PDF file but will be trimmed off, so only the artwork within the trim line will be on your finished product.

 

sideaIncorrect

  • Artwork does not extend past the crop marks (trim size)
  • Bleed is not a seamless extension of the design

sidebCorrect

  • Artwork extends past the crop marks and covers the bleed area on all sides
  • Bleed is a seamless extension of the artwork

Exporting a PDF file from an Application that is not supported (such as Microsoft Word).

If you are using design software or an application such as Microsoft Word, Publisher, PowerPoint or Quark, unfortunately we are unable to provide support; however we do have a few suggestions when using these applications.

To print from these applications, we will require a PDF ready to print file.

To create a PDF file, each application is different, but we can suggest:

  • Select File > Save As; and choose “PDF” file format
  • Select File > Print; and then “Print As PDF” and then saving it to your desired location.

Many of the PDF files exported from these applications will not be press-ready. These PDF files may need adjustment by our pre-press or design team. If the exported PDF meets our print specifications– it is ready for printing.

If your file requires adjustment by our creative team, we will notify you and provide you with a quote for these service.

What file formats are accepted?

We accept the following file types

  • PDF – Portable Document Format
  • PSD – Adobe Photoshop
  • TIFF
  • JPG/JPEG
  • EPS / AI (we recommend converting to PDF)

We do not accept

  • DOC/DOCX – Word Documents
  • PUB/PUBX – Microsoft Publisher
  • INDD – Adobe InDesign
  • QXD – Quark

If you are using these unaccepted file types you will need to export a press-ready PDF file. We are unable to provide support for these programs or file types.

REFUND & RETURNS


Refunds & Returns

At Go Print, we work hard to make sure you are satisfied with your items. This is why we have established the following refund policy:

  • All sales and/or services provided by Go Print PR are classified as final.
  • Customer has a (1) working days period from order pickup date to establish a claim.
  • When establishing a claim, 100% of items ordered must be returned and customer must present order invoice. Claims will be processed in a maximum period of 48 working hours.
  • Please verify order and graphic designs details before approving them for production. Go Print PR is not responsible or liable for spelling or text mistakes, color matching issues, low resolution, formats, transparencies, sizes, finishing issues and use of incorrect artwork, among others.
  • Orders cannot be cancelled or modified once approved as final. Deposits or Order payments will not be refunded. In case of an exception to this clause, a store credit will be established to be used for future orders.
  • Go Print PR reserves the right to deny or not accept orders or requests.

Before you place your order, make sure you select the correct items. All of our sales are final and we do not accept returns or exchanges.

I no longer want an item that I just purchased, could I request a payment refund?

Due to the nature of our products, all sales and services are final, and no refunds are made. Please make sure to read order details & specifications before ordering.

PAYMENT


What are my payment options?

When ordering through our online store, you may pay using Paypal or any major credit card (VISA, Mastercard, Discover).

If placing an order via email, please fill out this form CCForm2016 and return it to us at info@goprintpr.com.

You may pay using VISA, Mastercard, Discover, Paypal and ATH Móvil (payments sent to 787-200-8085).

If you wish to pay in cash or with your ATM card, you may visit our physical storefront at #1318 FD Roosevelt Ave. San Juan, PR 00920. Checks are NOT accepted.

Can I pay COD (Cash on Delivery)?

No, for an order to be processed, balance has to be paid in full. After we receive your payment, you will receive an order confirmation email. If you wish to apply for a corporate credit account, you may contact our accounting department at: contabilidad@goprintpr.com

.

Do I have to pay sales tax?

Yes, it is required by law. Puerto Rico sales tax rate is 11.5%. Even if you are placing an order from out of state, local sales tax payment is required for all orders.

I no longer want an item that I just purchased, could I request a payment refund?

Due to the nature of our products, all sales and services are final, and no refunds are made. Please make sure to read order details & specifications before ordering.

PICKUP & SHIPPING


I ordered an item but cannot pick it up. What are my delivery and/or shipping options?

Please call us at (787)200-8085 or email us at info@goprintpr.com to receive a shipping and/or delivery quote. Our in-house delivery service is available to the entire island (PR); we also have shipping through USPS or FedEx. For an order to be dispatched for delivery and/or shipping, pending balance must be cleared.

Can an authorized person pick up my order?

Definitely. They just need your order number and if there is any order balance pending, it will need to be taken care of beforehand. For more information on payment methods, click here.

GENERAL INFORMATION


Where are you located?

Our store is located at #1318 FD Roosevelt Ave in San Juan, PR 00920.
We cater to the entire island as well as visitors that require printing services.
Our phone number is (787) 200-8085. and our inquiry email is info@goprintpr.com

What are your operating hours?

We are open Monday to Friday from 8:00AM to 6:00PM.

Make sure to visit our Facebook page to see our updated operating schedule and announcements since it may change due to holidays and other conditions.

 

Could I see a proof before final order printing?

We love to print, and we want you to love your prints!

Proofs may be digital, printed or finished. When placing your order you should notify us which kind of proof you want; so we can add it to final order invoice. Unfinished proofs start at $5.00 each. Digital proofs are free of charge. Finished proofs start at $15.00. Keep in mind that requesting proofs add additional production days to your order.