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Frequently Asked Questions

Frequently Asked Questions

Have you ever had a question and either didn't know where to find the answer or were a little embarrassed to ask? If so, you've come to the right place.

As the name of this page suggests, this is a compilation of answers to the questions many of our customers commonly ask.

All of our customer support and service is conducted via email, for conversation tracking purposes. If you cannot find an answer to your questions below, please feel free to 'Drop Us A Line' on our Contact Us Page with the details of your query. Our customer service team will assist you as quickly as possible.

Payment Questions:

Ordering Questions:

Paper Stock Questions:

Artwork Upload Questions:

Proofing Questions:

Delivery Questions:

Printing Questions:


Payment Questions:

What payment methods can I choose from?

We accept payment by credit card (VISA and MASTERCARD only) or direct deposit into our bank account.

What are your bank account details?

Our Bank details are:

CMYK Colour Online

Bank: National Australia Bank

BSB No: 083-253

Account Number: 941504702

What happens if my credit card declines?

If your credit card payment declines you will be given a warning/error message. Please note, it is not possible to complete/place an order through our online system with a declined credit card.

Do you keep credit card information on file?

We understand there can be some anxiety in using your credit card online. Please be aware that we we take the security of your card details very seriously. We only use a secure SSL connection when receiving your credit card details for your order. Once your order has been completed, credit card details are not retained on our system.

Can I set up a payment account?

Sorry, this is not possible. We require payment in full when each order is placed. If you select payment by credit card, when your order is placed, your card will be immediately debited. If you choose payment by direct deposit, your order will not be processed until we receive confirmation of payment from our bank.

Do your prices include GST?

Our prices always include GST and in most cases also include delivery to anywhere in Australia. Delivery estimates including priority surcharges can be found by clicking the links on the left hand side of our web page and navigating to the items you require.

Why are your prices so low?

Our products are bulk printed and to keep prices low, we run a fully automated file upload/order processing system.

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Ordering Questions

How do I place an order online?

Please click here for our comprehensive guide on how to use our online ordering process. The guide is broken down into a series of simple steps for your convenience.

How do I place multiple items on the one order?

Once you have added an item to your shopping cart, please click Continue Shopping to keep browsing for more products. When you are ready to place your order, please navigate back to your shopping cart and click on Proceed to Billing to begin the checkout process.

How long will my order take?

Delivery estimates for all the products that we offer can be found by clicking the links on the left hand side of our web page and navigating to the item/s you require.

A priority surcharge is also available for many of our products. This can also be found by clicking the links on the left hand side of our web page and navigating to the item/s you require.

Will I receive an email notification and tax invoice when I place an order?

On successfully completing your order you will receive an automated email tax invoice. A soft PDF proof will always be emailed for your approval prior to printing.

Is it possible to re-print a tax invoice?

Yes, you can re-print your tax invoice by following these instructions:

  • Click here and log in to your My Account.
  • Locate your order and click on View Details.
  • Click on Re-print Tax Invoice

Is it possible to order a re-print of a previous job?

Yes it is! If you require a re-print of a previous order, please follow these instructions:

  • Click here and log in to your My Account.
  • Locate the order you would like to re-print and click on View Details.
  • Click Re-print Job to place your order.

Can I order a larger quantity or an item not listed on you website?

Please click here and fill out the online form to submit a request for the quantity or item you require.

What happens after i place my order?

On receipt of your order and payment, your artwork will be download and a soft PDF proof will be created for your approval.

If your artwork is incorrect and a soft PDF proof cannot be created you will be notified by email and given instruction on how to re-supply your artwork.

On approval of your soft PDF proof, your order will be sent to print. Please note, approval is final, once approval is received, it is not possible to change your order, artwork or delivery address in any way.

How long does it take for you to complete my order?

Delivery estimates for all the products that we offer can be found by clicking the links on the left hand side of our web page and navigating to the item/s you require.

If your job is urgent, we offer a priority surcharge for many of our products. This can also be found by clicking the links on the left hand side of our web page and navigating to the item/s you require.

Is it possible to cancel my order?

If you wish to cancel your order please follow the steps below:

  • Please click here and log in to your My Account
  • Locate the relevant order and click on Cancel order.
  • Please note, cancellation of an order will incur a cancellation fee as per the terms and conditions that must be agreed to when placing an order online (click here to view). It is not possible to cancel an order that has already been approved for printing.

Which web browser should I use?

If you are using a Mac with Safari, please use Firefox as you may experience problems with Safari. If you are using Google Chrome on PC or Mac, we suggest you use Internet Explorer or Firefox for better results.

Am I able to view testimonials from your clients?

Yes you are. To request testimonials please click hereand fill out the online form. We will then then send you testimonials from many of our satisfied customers. Please feel free to contact any one of them regarding our quality and service.

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Paper Stock Questions

Have questions on any of the various paperstocks that we offer?

For a brief description of the stock weights, types and finishes that we offer please see our Stock Descriptions page here.

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Artwork Upload Questions

How do I upload my Artwork?

Uploading artwork is part of our online ordering system. When ordering online you will need to enter your billing /shipping details and review your order. After you have completed these steps, you will be prompted to upload your artwork.

For a comprehensive guide on how to use our online ordering system please view our video tutorial by clicking here.

Please understand that it is not possible to place an order without uploading your artwork. It is only after artwork has been uploaded that your order will completed and billing/payment details will be transacted.

After successfully uploading artwork, you will receive an on screen confirmation of your order. An automated tax invoice will also be emailed to you for your reference.

Where do I upload my Artwork?

Uploading artwork is part of our online system. For a comprehensive guide on how to use our online ordering system please view our video tutorial by clicking here.

What files should I upload?

As a discount online commercial printer we only accept press ready artwork which is correctly prepared for commercial printing. Where possible we prefer press ready PDF files. For help with creating your artwork, please refer to our Artwork Checklist.

If you have ordered one of our pre-press or design services:

  • Check My File/s & Make Press Ready (click here for specifications)
  • Create Artwork Design For Me (click here for specifications)

Diagram showing our artwork options

Please upload all files necessary for us to perform the required amendments / design work.

Do you accept artwork via email?

We do not accept artwork via email. All artwork must be uploaded through our online ordering system. If you attempt to send us artwork via email, your email and attachment will be rejected from our server.

What is the maximum file size I can upload?

We can accept files up to 500mb in size. This is more than large enough to cater for correctly prepared press ready artwork.

If your artwork/files are bigger than 500mb, we advise you distil your artwork using our job options file (please download here) and flatten any/all complex vector graphics to further reduce yourfile size.

How many different files can I upload?

As part of our online ordering process, there are two artwork upload slots per order being placed. If you need to upload more than two files for an order, please compress all files into one zip archive to be uploaded (Windows instructions, MAC instructions).

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Proofing Questions:

What is a "soft PDF proof?"

A soft PDF proof is supplied for every order. The purpose of the soft PDF proof is for the customer to check that the correct file has been used, and that there are no issues with the artwork prior to going to press. We always advise our customers to check their soft PDF proof very carefully before giving their approval for print.

Will I be sent a soft PDF proof before my order is sent to print?

Yes, a soft PDF proof is always supplied for your approval prior to printing. Printing cannot commence until the proof has been approved.

How can I re-supply my artwork?

To re-supply artwork

  • Please click here and log in to your My Account
  • Locate your order and click on View Details.
  • -Click on Re-Supply Artwork to place your re-submission order.

Please note, all artwork re-submission incurs an $19.00 fee. It is not possible to re-supply artwork free of charge.

Can I supply artwork via email?

Sorry, this is not possible. All artwork must be uploaded through our online system. It is not possible to re-supply artwork free of charge

What if I need to make changes after I have approved my proof?

We use a fully automated system and unfortunately it is not possible to change/cancel an order once approval of a proof has been made. Please refer to our terms and conditions by clicking here.

Do you offer hard copy proofs?

Unfortunately we do not offer hard copy proofs.

Can you amend my artwork for me?

Yes we can. We offer the following pre-press and graphic design services:

  • Check My File/s & Make Press Ready - please click here for specifications.
  • Create Artwork Design For Me (Graphic Design) - please click here for specifications.

Both of these services can be selected when choosing your product quantity (see examples below). If these services are not available for a certain product on our website, please click here and fill out the online form to request a quote from our design department.

A diagram showing the artwork options we offer

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Delivery Information:

What is the cost of delivery?

In most cases our prices include delivery to anywhere in Australia. Delivery estimates can be found by clicking the links on the left hand side of our web page and navigating to the items you require.

Is it possible to change my delivery address?

Once an order is placed it is not possible to change the delivery address. In light of this, please ensure that you take extra care to enter the correct address when placing an order online.

Can I arrange pickup of my order?

Unfortunately we do not offer a pickup service. In most cases our prices include delivery to anywhere in Australia.

What is the Priority Surcharge?

The priority surcharge guarantees dispatch (by Road Express from one of our East Coast facilities) within 2 working days of receipt of payment & proof approval - if payment & approval is made by 10.30am on a working day (Mon-Fri).

Approval after 10.30am, or on a weekend/public holiday, dispatch will be guaranteed 2 working days from the following working day. Tracking details will be emailed on dispatch.

PLEASE NOTE: This surcharge guarantees dispatch, it does NOT guarantee a delivery date. Unfortunately we cannot guarantee transit times ex our facilities, or be held responsible for delays, damages or loss of goods by our nominated transport company.

Can my order be left at my delivery address without a signature?

Yes this is possible. During the order process, on the Billing/Shipping page, under Delivery Conditions there is the option to leave your printing outside or near the front door of the delivery address if no one is available to sign.

My printing was returned to the depot, how do I get it re-delivered?

If you missed your delivery and it was returned to the depot, there are 2 options available to you:


  • You can call the courier company on 13 23 45, and quote the consignment number shown on the card the driver left. You will then be able to arrange to pick up your order from the appropriate delivery depot.

  • Alternatively, we can arrange the re-delivery of your consignment for you. To order and pay for re-delivery of your consignment please click here

    Please note, our ordering process will require you to upload a file to complete you re-delivery order/payment. When you are prompted to upload a file, please upload a text file containing your order number.

    On receipt of your order and payment, we will dispatch your printing to the address you have specified.

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Printing Questions:

Do you print offset or digital?

We are proud to use both multimillion dollar digital as well as offset presses in our production facilities – Our digital presses are not digital photocopiers, but state of the art digital production presses.

The quality of both our offset and digital printing is comparable to the glossy magazines found on newsstands. Many instant printers claim to be digital printers by using colour copiers; this is not the case with us.

What is cracking?

Very rarely with magazines or folded jobs there can be a small amount of cracking of the paper along the fold/spine - in these instances, paper being made of fiber can naturally crack the printed ink. Although we can never 100% guarantee that cracking will not occur, due to our production processes and the state of the art folding and scoring equipment we use, cracking is very very rarely an issue. If cracking is an issue for you, we recommend avoiding heavy ink coverage in your design where folding is to occur.

Do you guarantee colour matching?

To achieve our low pricing, our products are bulk printed and as such, we are unable to offer exact colour matching. Colours may vary from day to day, press to press and during a run. Please consider this when placing an order with us if you are not able to accept some colour variation.

Do you have a specific job options file?

Yes we do, please click here to navigate to our templates page to download our job options file

What paper types/brands do you use?

We use a range of different paper types and paper suppliers. These can change due to price, availability etc. From time to time certain paper or card stocks may be unavailable. We reserve the right to substitute any paper or card with an equivalent type of gsm paper without notice.

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We Accept: