FAQs

General FAQ’s

Turnaround Times

Turnaround times for products vary from one product category to another, however most standard products on our website are ready to ship in less than a week. Please make sure you ask about the specific product you are in need of to get an accurate answer.

Production Calendar

During busy seasons we do extend the production time to allow for the influx of orders. An item that is normally 3 business days may not ship for 5 business days as an example. Please check with us for an up-to-date time estimate. Please note these times are subject to change based on any given week. We certainly try to have the fastest possible times for our customers.

Rush Options

We do offer some rush options at an added cost depending on the product and delivery time. Please check with us to receive a quote based on the desired turnaround time if different than the standard turnaround time.

Custom Projects

Please allow for a longer turnaround time for any custom projects or sizes. For example: most Trade Show Hanging Signs have a production time of 6-7 business days or less. However a Custom Trade Show Hanging Sign may take 2-3 weeks based on the scope of the project. Please allow for enough time for the often longer planning stages associated with custom projects.

Allow for Time in Transit

Please factor in time in transit in addition to the production time. This can add anywhere from 1 to 5 business days depending on the final destination of your order. Expedited delivery is always an option but usually a much higher cost. Allow for additional time when shipping internationally.

Production Prints loves to compete for your business. We are so confident in our Products, Service and Price that we will work to match or beat any price that is lower.

In order for us to price match, please simply send over the website product link or estimate. We will make sure that the size, material, style and quantity are the same to ensure an apples-to-apples comparison. If the two are comparable products, we will make the determination to match or beat this price.

Production Prints makes it extremely easy to order. You can either place your order directly online or we can write up the order for you on our end. We can send to you any information you need such as Artwork Templates & Instructions, etc

If you need help, simply fill out our Contact Form here, give us a call or you can find us on our Live Chat tool M-F 9am to 5 pm PST.

On certain select products we do have demo units available for Live Conference Demos but we do not ship these units out. Instead, we have found it much more beneficial to do live video conferencing where we can explain how it is set up, explain the product's features and answer any questions you have in real time. Plus, we get to meet face-to-face... virtually of course!

Here is a current list of the products that are currently available for Live Demo Conferencing:


  • WaveLight Backlit Wall
  • WaveLight Casonara Backlit Wall
  • WaveLight Backlit Tower
  • WaveLight Backlit Air Podium
  • WaveLight Backlit Air Wall
  • Blade Touch Digital Kiosk
  • TRIGA Back Wall


  • How to Participate in a Live Conference Demo:

    Step #1- Let us know a day & time that works for you and we will send you a calendar invite with the next steps. Simply send us a message by email or send us a form message here requesting a Live Conference Demo and which product you would like to see.

    Step #2- Next, you will need to download the 'Hangouts Meet' from the Google Play Store or the 'Hangouts Meet' from the Apple App Store.

    Step #3- On 'demo day' make sure you are using a device like a smart phone, laptop or tablet that already has the microphone and speaker functionality so we can communicate. Desktop computers can work great too, but you have to make sure it has a microphone and speakers properly configured ahead of time.

    *Alternative App*
    Alternatively if you are not able to use the Hangouts Meet app, we can use WhatsApp Live Video Calls that can be found on Google Play here or Apple App Store here.
    Pricing on quotes is good for 30 days. The pricing is most likely good for long after the 30 days, but we do reserve the right to adjust pricing based on a variety of factors if necessary (increased costs, tariffs, taxes, etc)

    In June 2018 the United States Supreme Court in the case of South Dakota v. Wayfair ruled that states can charge sales tax from Out-of-State Retailers.

    This impacts businesses nationwide that sell across the country (including us). It allows states to set a pre-defined Nexus that determines whether an out-of-state retailer is obligated to collect, file & pay sales tax in that state. These factors can range from a physical presence in the state like a warehouse to an 'economic' nexus based on how much revenue that business does in the state annually.

    Production Prints currently has a nexus in the following states:

  • California
  • However due to the Supreme Court decision and as states roll out their new guidelines, we anticipate that this list will grow. We use sales tax software that automatically calculates if any sales tax is due and the percent based on the actual address that we are shipping to.

    If you are interested in learning more about what constitutes a nexus in a particular state, you may find a State-by-State Guide here on all the nexus laws that are always being updated.

    While we do our best to keep costs as low as possible, the recent tariff increases have forced us to increase our prices to balance this out.

    Getting Artwork Ready

     

    We recommend using Photoshop (or Illustrator) and opening the template and designing right on top of it. Leave template as it's own separate layer so you can delete or hide it when finished.

    Quick Guidelines:
    • Open Template in Photoshop
    • CMYK color mode
    • 125 dpi at full size
    • Design right on top of template while keeping template it's own layer
    • Extend Background all the way into bleed and to the edge of template
    • Do Not add any of your own crop marks or guides other than what is on the template
    • Keep important elements like text, logos, etc in safe area and away from edges
    • Delete or hide template layer when finished leaving completed artwork
    • Save your layered file in case you need to make any edits in the future
    • Go to 'Layer' and click 'Flatten'
    • Go to 'File' and click 'Save As'
    • Save as a High Quality PDF (Note: If file is too large and won't let you save as a pdf, please save as a .PSB file which is a large Photoshop Document File)
    • Upload file Here
      Artwork Best Practices:

    Rich Black Settings Tutorial (Recommended: C:75% M:68% Y:67% K:90% ) Important if you are using Illustrator since their cmyk default black is 0%, 0%, 0%, 100% which can look a little dull when printed in Large Format Printing

    How to Check if Images are High Resolution (Link)

     
    The issue of Rich Black Settings in Large Format Printing comes up a lot.  This is probably the most common design issue that I encounter.  If you want a nice deep bold black, you will want to use what is called a "Rich Black".  This means that the black is actually made up of multiple colors rather than just black pigment in order to obtain a really nice dark black.  The reason this comes up a lot is because Adobe Illustrator's default black setting is commonly set to just black with no other colors.  Let's compare the difference of "True Black" when just using the black pigment and "Rich Black" using the black pigment along with other colors:
    Rich Black (the one we want)True Black: (sometimes Illustrator's default black)
    C: 75% M: 68% Y: 67% K: 90%C: 0% M: 0% Y: 0% K: 100%

    See what I mean?
    If you recall hearing about CMYK printing or a 4-Color Print Process, this means that a printer (not much unlike your home desktop inkjet printer) uses 4 different ink pigments to achieve all the colors needed to create your banner and all other print jobs.  Those 4 pigments are:
    C = Cyan
    M = Magenta
    Y = Yellow
    K = Black
     
    When you use Illustrator's default black setting of 100% black and no other color values, it looks really good on your computer screen but can print out entirely different. When a Large Format Printer only uses one pigment it actually can look pretty dull. In the case of black pigment, it kind of looks like an ugly dark gray.
    When you use Rich Black Settings, like the one listed above, it uses a combination of colors to achieve your black color. The result is a nice deep, bold black that you would come to expect for text, backgrounds, or any other design element.


    Note: There are more than one Rich Black Settings you can use so please check with your printer.  I have always used the one shown above with good results, but again check with your printer to avoid problems like Over-saturation.
    Hopefully this helps explain the difference between these two settings.
    Fortunately, there is a way to check your images to make sure they will work for your layout. I recommend using Photoshop if you have it. You can easily and accurately determine how it will print out BEFORE it gets printed simply by following the steps below:

    Step 1: Open your image using Photoshop.

    Step 2: Go to ‚ÄėImage‚Äô along the top and click on ‚ÄėImage Size‚Äô. This will let you resize the image. Make sure that ‚Äėconstrain proportions‚Äô is checked and go ahead and resize your image to approximately the size that it will be once printed. For example if you have an image that you plan on being the background picture for a 10‚Äô wide Back Wall Display, then size it to 120‚ÄĚ wide.

    Step 3: Once the image has been re-sized, make sure you have a ruler bar along the top. If you don‚Äôt see a ruler bar, click on ‚ÄėView‚Äô and make sure ‚ÄėRulers‚Äô is checked. Make sure it is in ‚Äėinches‚Äô.

    Step 4: Press Ctrl and ‚Äė+‚Äô if using a PC or Cmd and ‚Äė+‚Äô if using a Mac and keep tapping the ‚Äė+‚Äô symbol to zoom all the way in on the graphic until you see about 1‚ÄĚ where it equals about 1‚ÄĚ in real life on your ruler bar (see video below for a demonstration).

    Step 5: Next, click on ‚ÄėWindow‚Äô at the top and click on ‚ÄėNavigator‚Äô. This opens up the Navigator tool. Using your mouse, click on the red box and comb around the Navigator. This shows your positon on the zoomed in file. Using the Navigator Tool allows you to inspect all aspects of your file. What you see here is going to be how it will look when printed out. If you don‚Äôt like what you see here, it‚Äôs time to find another image to use that is higher resolution.

    Don’t Have Photoshop? If you don’t have Photoshop, I recommend sending your images to your Printer. They have experience in dealing with these issues and will be able to audit your design assets and make a determination if they will be high resolution enough. If using a freelance graphic designer make sure to let them know of the importance of using the highest resolution files available for optimal output.
    Great, so you've picked out the perfect Trade Show Display! Before starting the Graphic Design phase, it will be a good idea to refer to a Trade Show Display Graphic Design Checklist.  By using the checklist below, you will be able to streamline the process not only for you, but for the graphic designer as well as your Trade Show Display supplier.  Think of it like shopping for all the ingredients before cooking a dinner.
    • Logo in Vectored Format
    Having your logo in vectored format is important since unlike other types of smaller printing, trade show displaysare BIG and so your logo needs to be in the correct format so that it can be enlarged without it pixilating or becoming blurred.  This is achieved by having it in vectored format. If you are like many others out there who have no idea what 'vectored' means, click over to the "What is a Vectored File?" FAQ.
    • High Resolution Images
    Most design layouts incorporate pictures whether they are Stock Images or your own High Resolution images. The operative word here is 'High Resolution' because simply pulling pictures off your website or an old PowerPoint presentation won't work.  Also, be thinking about a Background image as well since this can tie in your whole design. To learn more about what makes an image 'High Resolution' click over to How to tell if your Images are High Resolution.
    • Your Branding Colors
    Have specific colors for your company and brand? If so, these colors are typically identified by something called Pantones. Let's say I have a specific shade of red in my logo. I will want to tell the graphic designer what Pantone or PMS call-out it is rather than just guessing or leaving it to chance. It might looks something like "1805C".
    • Text Content & Fonts
    Most graphic designers are great at adding in your content to the design and making it look pretty, but typically you will write the text.  Have a general idea of what you want it to say and what fonts you would like. Fonts aren't always a necessity to have beforehand because your designer can find some that work well with your design, but like with colors some companies have a font they like to stick with for consistent branding purposes. Here are some of the Text pieces you may want:  Header, Body, Web Address, Phone Number, Call to Action, Bullet Points, QR Code, etc.
    • Examples of Designs you Like
    This one is less obvious, but it's a biggie. The best way for a graphic designer to interpret what you want is by showing them examples of designs you like. There have been so many times we have done revision after revision trying to get inside the head of a client when putting together a layout before learning what they are really looking for when shown an example. Head over to 99designs, Pinterest, or the many design blogs out there to drum up options for your graphic designer. It will save them time, and thus save you money.  You would do it if remolding your kitchen right!? Hopefully this gives you a good idea of what to plan for when going through the graphic design process.  Good Luck!
    Unlike other types of files, vectored artwork is essentially a digital illustration.  Think of it in the same way as your favorite Disney character.  Just like Goofy (my favorite) is an illustration, drawn by a computer program, a vector logo or art piece is an illustration as well.  By far, the most common program that graphic designers use these days is Adobe Illustrator.

    What does it mean to be Vectored?

    If a file is vectored, it possesses special powers that no other file type can achieve.  Ok, that might be a little dramatic, but it's also true. Vectored files can be:
    • Re-sized larger or smaller and it won't pixelate¬†or create blurriness even at billboard sizes
    • Vectored artwork can be completely¬†edited (every aspect can be edited or changed)
    • Vectored artwork can be sent to other designers for changes or edits without consulting the original creator
    • Vectored artwork is generally a small file size since it uses vector points and not pixels

    Common File Types:

    Can be Vectored:

    Cannot be Vectored

    • Adobe Illustrator (.ai)
    • Encapsulated Post Script (.eps)
    • Adobe PDF (.pdf)
    • JPEG (.jpg, .jpeg)
    • PNG (.png)
    • TIFF (.tif, .tiff)
    • GIF (.gif)
    • Photoshop (.psd, .psb)
    Note: It is important to point out that just because a file ends with one of these suffixes doesn't automatically mean that it's vectored.  You can't simply take a jpeg file and re-save it as a .EPS file and expect it to be vectored.You may design/ create your trade show display or banner stand artwork using Photoshop, but generally your logo is a vectored file from the above list that is placed on your layout template.

    How this Relates to your Banner Layout:

    Since, we create all of our files in Photoshop(which is a raster program), you might be wondering how all of (the raster file), and then we start bringing in furniture (the vectored files) to fill up the space.  So, the Photoshop file is the artboard and the files we drop into the artboard are items like vectored logos, vectored designs, as well as non-vectored this ties together.  Simply put, we use a raster layout and add in vectored files.  Think of it like a living room.  Let's say you have a space that is in need of some interior design.  In this analogy, the living room space is our artboard pieces like high-resolution images, etc. To further demonstrate all of this, please watch the video below:  
    Artwork is kept on-file indefinitely as long as there is not a 5 year order gap or longer. If it has been 5 years or more since your last order, all of your artwork will be purged from our backup system. If you do not have a gap larger than 5 years, your artwork will be kept as an ongoing complimentary service to you.

    Product Questions

    When it comes to cleaning the fabric, we recommend spot cleaning it instead of machine wash or dry cleaning if there are just a couple spots. The spot cleaner I would recommend is Gonzo Fabric Cleaner (link). If the fabric needs a full wash, you can wash on the cold/ gentle cycle but DO NOT place in the dryer as this will cause shrinkage and won't fit on your frame if you have a back wall, counter, etc. Also, I recommend turning the fabric inside-out so the zipper and graphic aren't as exposed (if applicable). You may use a very, very light detergent. For drying we recommend hanging the washed fabric loosely on the frame so that it drys evenly and has plenty of free air flow.

    Most of the fabric material we use is a Poly Knit blend which uses a variety of synthetic fibers that is the best material for Full Color Dye Sublimation Printing. This type of material is much more wrinkle-resistant than the average cotton blend fabric however there may be situations that can still cause wrinkles or creasing.

    Here are some best practices to avoid these issues:

    1. Loosely Fold Graphic- After your event or show, loosely fold the fabric. By loosely folding the fabric the edges are more 'rounded' instead of flat. This rounded fold will help avoid creases.

    2. Don't Wait to Fold Graphic- Immediately fold the fabric using the suggestion above. After you remove the fabric from the frame, don't allow it to remain in a bunched pile. We recommend having two people fold the graphic.

    3. Keep Graphic in it's Own Box- When storing away the graphic, make sure it is separate (usually in a separate box) from the frame. The frame may still have a light amount of oil left over from the manufacturing process, storing the fabric separately will avoid the graphic getting oil and dirt on it.

    4. Use and Over-sized Box- Place the fabric in an over-sized box. This will help make sure that you don't have to fold the graphic many times and it will give the graphic enough room to be loosely folded.

    5. No Heavy Objects on Top of Graphic- Don't place anything heavy on top of the graphic. This is probably the biggest. If you store away your graphic and there is another heavy frame or box sitting on top of it, by the time you go to use it again, those creases may be pretty pressed. It will make things more difficult for your next show. Keep the box by itself without additional items or boxes on top of it.

    Removing Wrinkles or Creases

    If wrinkles or creases do appear, the best way to resolve this is by having a hand-held steamer like these. They are fairly inexpensive. Once the graphic is set up at your show on it's frame and pulled tight, use the hand-held steamer to lightly go over the fabric. This will reset the fibers in a way and will be very effective at removing the wrinkles or creases. You can do this at your show during set up. The other method is an iron. While we certainly DO NOT recommend putting the iron directly on the printed fabric, you can lightly iron on low heat the backside of the graphic. I recommend having an extra piece of fabric (like a shirt or extra strip of fabric) to put between the graphic and the iron. This will help prevent damage to the print.


    Sometimes we need to make holes in our fabric graphics to make way for a TV monitor, shelving, etc. We do this using a heat-knife or soldering iron. The one being used in the below video is a Weller Soldering Iron (link).
    Best Practices
    • Hold and wait until the Soldering Iron is fully heated. Keep away from carpet or anything else that it may touch and burn (including hands or body)
    • Have graphics set up on the display frame and measure precisely where the holes or cuts need to be made and how big.
    • Make small marks on the fabric to indicate the area where the cuts will be made. Hold the TV up to the mount to get a good indication where these need to be done.
    • When ready, poke straight into the fabric and it should go in easily. If for some reason it doesn't, the iron is probably not hot enough yet.
    • Slowly move across the fabric to get the cuts that are needed. The heat will melt the synthetic fabric fibers and make it almost like plastic preventing any streaks or fraying of the fabric. -After finished immediately unplug the iron and set off to the side to let cool in an area away from anything flammable or that can burn.

    Yes, we can Match Pantone Colors (learn more) but this is a separate service. If you have a specific solid spot color that is important to match we have two options:

    Option #1- PMS Color Match (link)

    With this option, we print out a small version of your artwork and use a Color Book to match your PMS Pantone Color to. This is an extra service and is $45 per color matched. This can only be done with solid colors. A hard copy is not mailed to you with this option.

    Option #2- Hard Proof Print (link)

    The other option is to print a hard proof. This is where we print out your artwork as a small size version on the actual material that will be used for the final product and we mail it to you for approval (here is an example). This allows you to physically hold it in your hands and inspect it to make sure the color is correct.

    If you do not select one of these two options above, your artwork will be printed out but with no guarantee of accuracy. This is because Large Format Printing prints in CMYK color mode and interprets pantone colors as accurate as possible but not always 100%.

    Please make sure to contact us if your particular color needs to be matched so we can perform these extra services. Just make sure to account for the extra days needed for this.


    Payment Policy

    For orders that total $2,000 or less, we require payment paid in full before production begins.

    For orders over $2,000 we require a 50% deposit with the Credit Card Authorization form filled out to begin production. The remaining balance will be run on the same credit card when order is shipped or picked up.

    We do not provide terms. (such as Net30)

    Our preferred methods of payment are Visa, Mastercard, and American Express Credit Cards.

    Under some circumstances we do accept checks, however please note that we require checks are received and paid in full before production begins. If you need to pay by check, please let us know so we can plan for enough time to receive checks. In many cases, we will provide you with a UPS Next Day Air label free of charge to expedite the process.

    Payment By Check: We do accept Checks in addition to Visa, MasterCard and American Express, but we have some specific instructions that will help make the process smoother for you and for us so that orders aren't delayed if paying by check. As a courtesy to our customers, Production Prints will send you a FedEx Envelope with Pre-Paid Postage (for orders over $2,000 only). This helps prevent lost checks and expedites the process so your order is not delayed. (Note: Production does not begin until we receive payment) Please Follow the Below Steps:
    • Step 1: Provide the address where we can send your FedEx Envelope
    • Step 2: Make check out to 'Production Prints'
    • Step 3: Take Pre-Paid Label from Envelope and affix to the outside of the Envelope (the address is already printed out)
    • note: Please note, this envelope cannot be mailed through the Postal Service. It must be sent out via FedEx only.
    Payments Over $2,000 For projects over $2,000, you can either pay in full, or provide a 50% deposit. This deposit is required before we being production. If you plan on paying the deposit by check, please allow for mailing time. In addition, we do require that payment is made in full before any orders are Picked Up or Shipped Out. A 50% deposit by check, will mean that the remaining balance will either require a 2nd check or a Credit Card Authorization Form (attached) provided to us before your order ships. If you plan on paying the remaining balance by check, allow for plenty of time so that your order does not get delayed. Thank you and please contact us if you have any questions. Credit Card Authorization Form Attached you will find our Credit Card Authorization Form attached that you can fill out and either email or fax back to the number in the document.

    Shipping and Freight

    For larger displays and products that require that the contents fit in multiple boxes, we may require that everything ship on a pallet. For example if you order a large custom tower that fits into 3 large boxes, it usually makes sense to ship all 3 boxes on a pallet that is shrink wrapped and sent via freight. This prevents the loss of any package which would then render the other 2 packages useless since they are all needed to make 1 display. We can make the arrangements on our end and we will notify you if this type of shipping arrangement is required.

    If Production Prints ships anything freight (such as a pallet) we will use our own freight courier company that we know and trust. In the past we have had inconsistent results using a variety of other LTL freight couriers. This may result in a slightly higher rate but due to the often time-sensitive nature of the trade show and event business, this option lends itself to greater reliablity and control of your important order especially when we ship to convention centers where there are narrow delivery windows.

    We ship nationwide in the United States as well as Canada. We typically do not ship internationally with the exception of Canada with some rare circumstances. If you have questions about shipping somewhere other than the U.S. or Canada, then please reach out to us and we will provide you with a definitive answer. Please note: For any deliveries made to Canada it will be the responsibility of the customer (or receiver) to pay any tarrifs imposed by customs or government agencies. We do furnish a Certificate of Origin, Commercial Invoice and Shipping Documents for all orders going to Canada. Please allow for enough time for shipping in case the shipment is delayed in customs which can happen from time to time.

    Please make sure to inspect your packages immediately upon receiving them. You have 3 business days to inspect the contents once received and make any claims on them. You will want to make sure everything is accounted for and that nothing is broken or incorrect with the order. While we have our own internal quality assurance to prevent mistakes, we still recommend reviewing your order to make sure it is complete and accurate to save time and hassle.

    Yes we do ship to multiple addresses for our customers.


    Warranty & Returns

    Makitso Digital Display Warranty These units should arrive in new, working condition, and carry a 3 years warranty on enclosure against manufacturer‚Äôs defects in materials and in workmanship of the hardware. I year warranty on internal electronic components with unlimited technical support. 1 year warranty on display and electronics. Makitso¬ģ warrants your Makitso¬ģ display(s) against defects in material and workmanship during the warranty period from delivery date shown in the shipping documents. If a product proves to be defective in material or workmanship during the warranty period, Makitso will, at its sole option repair or replace the product with a similar product, provided the purchaser adheres to return authorization procedures and guidelines. Parts may not be the same but will be equivalent parts. If the item is defective within the first 30 days at Makitso's discretion Makitso¬ģ USA will cover the costs shipping the item back. Makitso¬ģ USA will not be held responsible for shipping costs after 30 days of receiving your display(s). Blades will be repaired with a new AV board if possible. Makitso reserves the right to charge customer in case of warranty conditions that are not fulfilled.
    Digital Displays that are returned are subject to a 25% restocking fee and return shipping is the responsibility of the customer at their own expense. They must include all original packaging and in brand new condition. Units will be inspected upon return before any refund is issued. Please make sure these are the size and use you are looking for before ordering. A purchase with the intent to return (like a rental, is strictly prohibited). After 5 days of purchase all sales are final.
    Refunds are issued on the next Friday after a refund is approved. You will receive your refund via Check in order to save on any merchant fees associated with a card or bank transfer based refund.