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:
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: 859825283
What happens if my credit card declines?
If your credit card payment declines you will be notified by e-mail and your order will automatically be cancelled from our system. To proceed further you will need to place a new online order and provide valid credit-card details.
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 receipt of payment from our bank.
Do your prices include GST?
Our prices always include GST and always include free delivery to anywhere in Australia.
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 comphrensive 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?
Yes, when you successfully place an order you will an order confirmation/tax invoice email.
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 recieved, it is not possible to change your order/artwork/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 relevent order and click on ‘Cancel order.’
Pleaes 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 here and 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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Proofing Questions:
What is a "proof"?
A soft PDF proof is supplied for every order. The soft PDF proof allows the customer to confirm we are printing the correct file and that the trim marks are in the correct location. Every order must be approved prior to printing.
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 services to 'Make your Artwork Press Ready,' as well as offering full graphic design. 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.
'Make Artwork Press Ready' specifications, please click here.
'I Require Graphic Design' specifications, please click here.
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Delivery Information:
What is the cost of delivery?
All our prices ALWAYS include FREE delivery to anywhere in Australia.
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 it is not possible to pick up your printing. Our prices ALWAYS include FREE delivery to anywhere in Australia.
What is the Priority Surcharge?
The Priority Surcharge guarantees dispatch by Road Express within 2 working days from receipt of payment and final proof approval (from our Melbourne facility) if made by 12.00pm on a working day.
If approval is made after 12.00PM, or on a weekend/public holiday, dispatch from Melbourne will be guaranteed 2 working days from the following working day.
More information can be found by ticking the Priority Surcharge option when choosing your product quantity.
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 availabe to sign.
My printing was returned to the depot, how do I get it re-delivered?
Please note, re-delivery of an order is not possible. You need to call the number on the card that the courier left and arrange to pick up your printing from the nearest depot.
If the courier did not leave a card, please click here and supply us with the details of your order. We will then email you with the necessary details so you can contact the courier company to arrange to pick up your printing from the nearest depot.
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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 equal 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?
Occasionally with magazines/folded jobs there can be a small amount of cracking of the paper along the fold/spine. Paper being made of fibre can naturally crack the printed ink, this is unavoidable. If this is an issue for you we recommend avoiding heavy ink coverage in your design where the 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 colour matching. Colours may vary from day to day, press to press and during a run. Do not place your order if colour matching is required or you are not able to accept 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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