FREQUENTLY ASKED QUESTIONS

Still confused on how to check and upload your design files?

Let our CSR walk you through the process in this short video.

Headshots/Comp Cards

  • WHAT IS THE ORDER PROCESS LIKE?

    The headshot/comp card process is typically a 7 business day turnaround time and is outlined below. Files and payment are submitted online. If there is an image or resolution problem, you will be contacted.

    1. Files and payment are submitted online. If there is an image or resolution problem, you will be contacted.
    2. Digital proofs are sent via email within 2-4 days if images are workable.
    3. For every edit, you will be sent an updated digital proof to approve.
    4. Live proofs are also available in-store for you to approve.
    5. If you’re with an agency and would like to use their template, then a digital proof is sent to them as well for approval.
    6. Once everything is approved the order is sent to print and available generally with 24-48 hours (add 1 extra day for folded comp cards).

  • WHAT IS THE DEFAULT SIZE FOR HEADSHOTS/COMPCARDS?

    The default size for headshots is traditionally 8x10. Unless your agency's template is set up to be a different size, you will need to specify to us if you want your order printed as 8.5x11.

    The default size for comp cards is 6x9.

  • DIGITAL PROOFS VS LIVE PROOFS

    Digital Proofs are sent via e-mail and are for layout purposes only. Once you receive them you should proofread the info and verify for us that there are no typos (ex: name, spelling, stats, d.o.b., etc.)

    Live Proofs are hard copy versions of your headshot / comp card used for judging color. How the image appears on your screen in the digital proof isn't necessarily how it will print, as everyone's computer monitor is calibrated to see color differently. If you are particular about color then you should definitely lay your eyes on the live proof before moving on to printing the finals. You are welcome to skip this step and just have us proof it in-house, however if you choose to skip the live proofing process then we wouldn't be able to offer any reimbursements if you are unsatisfied with the final product.

    In cases where the order is proofed in-house, we would be using OUR best judgement, and not YOUR best judgement, so please keep that in mind if you have particular concerns regarding the color. If you reside out of town and cannot make it here to look at the live proof then you can request to have one mailed to you. This would of course come via USPS and will most likely extend the turnaround time by another few days, depending on the shipping address.

  • CAN I GET A RUSH ORDER?

    We are happy to work with our clients on their tight turnaround needs. Our standard turnaround for headshots/comp cards is five days. For a two day proof, a fee of $25 will be added. For a next day proof, a fee of $50 will be added. For a same day proof, a fee of $100 will be added.

  • DO YOU HAVE A CANCELLATION POLICY?

    There is a $35 cancellation fee for all orders. This fee is to account for all design, set-up, color correcting, live proof printing, and time that goes into each order. Please take your time in deciding to start a project with us before making your order, so as to avoid the cancellation fee.

  • CAN I ATTACH MY RESUME TO MY HEADSHOT?

    For your convenience we can print your resume on the back of your headshot order, at the price of $20 per set of headshots. Different agencies will have different standards regarding how the resume should appear so please consult with them regarding what is required. Resumes need to be submitted as either a 1-Page PDF or high quality JPEG.

  • CAN YOU RETOUCH MY PHOTOS?

    Absolutely! We have a very talented staff of Photoshop savvy technicians who can retouch your images if needed. Prices and turnaround times will vary, depending on each individual image, so just ask and we can offer a quote. Please note that it is each client's responsibility to specify to us what they want retouched. We do not take any liberties with our customers' photographs and so we make no assumptions about what needs to be retouched. In order to fully satisfy your retouching needs we require detailed/direct instructions about what you want done, so please be ready to provide that information to us. We recommend taking the time to write a few sentences on each image regarding what you want changed.

  • HOW CAN I PLACE A REORDER?

    Printer settings can change over time and are subject to variables such as temperature, elevation, etc. So even if we printed the order once before, the same files wouldn't necessarily print the same way a second time unless explicitly specified. If making a re-order, please make it a point to convey that to your sales representative so that they may match the new prints to the old prints. We keep files and samples for up to 2 years, if an order was placed beyond that period then it may be necessary for you to bring in a copy of your older prints in order for us to match the new ones to it.

Uploading Files

  • DO YOU HAVE A CHECKLIST FOR UPLOADING FILES?

    Yes. Watch this video, or read on for what to look for-

    1. Resolution
      Your resolution should be at 300 dpi (dots per inch) at the exact size of the product you are purchasing. If your product is a 4"x6" flyer, your file should be sized 4"x6" at 300 dpi. Often, your computer program will default to 72 dpi. You must check the resolution of your file before uploading, which may require you to manually change the dpi from 72 to 300.
    2. Size
      Double check to see that the size you are submitting is the size of the product you are ordering. For instance, if the product you are ordering is 2.75"x4.25" then that is the exact size your submitted file should be.
    3. Bleed
      Bleed is a printing term that refers to printing that goes beyond the edge of the sheet after trimming. To achieve that, for a 4" X 6" flyer your image should also be 4" X 6".

    It is important to keep text, borders and other images that cannot be trimmed at least 1/8" from all edges. This keeps your piece safe during the trimming process.

  • WHAT'S A TAG?

    You can get a discount on all your printing jobs when you allow our TAG, "Printed by PrimaFlyers.com" to appear in small print somewhere on your flyer.

  • WHAT FILE TYPES ARE ACCEPTABLE?

    For best results, save as a JPG file (also seen as JPEG). JPG files are best since everything is flattened.

    You can also send in the following formats:

    PDF - PSD - TIFF - EPS - AI - PNG

    When sending in PDF, AI and EPS files make sure to send the fonts outlined to ensure there is no font substitution and your job prints exactly as it was designed. Also, make sure you flatten layers in your files before submitting.

  • WHAT IF MY IMAGE IS NOT 300 DPI?

    Although Prima only accepts minimum 300 dpi files and every effort is made to double check your files, sometimes low resolution files are printed as is.

    For highest quality printing always double check your files before uploading and note that often your computer program will default to 72 dpi until you manually change it to 300 dpi.

  • WHAT IS BLEED?

    Bleed is a printing term meaning the image appears to run off the page. Our printing process allows for the design to bleed to the edges of the exact size you have requested. Please note that you will need to keep borders, copy and other area that cannot be trimmed at least 1/8" from the edge.

  • WHAT DO YOU MEAN BY 'SAFE AREA'?

    To keep images and copy safe from the cutting process, keep them at least 1/8" from the edge and for best practice, 1/4" from the edge. This ensures nothing you want visible will get trimmed.

  • WHAT HAPPENS IF I SEND INCORRECT FILES?

    The Prima quality control team will delay your job during the pre-screening process and contact you about issues if detected. However, you are responsible for proofing your files including but not limited to spelling, resolution, images, color, etc. Take the time to verify everything before you upload your files.

  • HOW DO I RESEND FILES?

    If you have been contacted by the Prima quality control team and asked to resend files, you will be given a special link or email address for re-sending. You can also email files to orders@primaflyers.com if they need to be resent.

Order Process

  • HOW DO I KNOW IF YOU PROCESSED MY ORDER?

    You will receive an automatic confirmation that your order was placed.  Our quality support team will check your files and either place them to print or contact you if there is an issue with the files.

  • CAN I SPLIT MY ORDER, SAY I ORDER 5,000 PIECES AND YOU GIVE ME 2,500 OF FLYER A AND 2,500 OF FLYER B?

    No, all orders are for the quantity specified for a single file, printed front and back.

  • DO YOU CHARGE SALES TAX?

    By law, all Georgia residents are charged 8% sales tax and all out of state orders are not charged sales tax.

  • HOW DO I KNOW THE STATUS OF MY ORDER?

    As soon as your order is placed, you will receive an email confirmation. If you encountered any difficulties uploading your order, a Prima support team rep will contact you during business hours. Your order will be entered with estimated turnaround time as soon as print ready files are uploaded and payment is received. For next day printing, files and payment must be received by 12AM EST on business days. For same day printing, files and payment must be received by 3PM EST on business days. You will be contacted as soon as your order is ready for pick up or once it has shipped. If there are any issues with your file, payment method, etc. you will be contacted. And of course, you can call us at anytime.

  • DO YOU STAY IN TOUCH WITH ME AFTER I UPLOAD MY FILES?

    Yes, first you get an auto-confirmation email. If there are any issues, a Prima support team rep will contact you during business hours. You will be contacted as soon as your order is ready for pick up or once it has shipped.

  • CAN I CANCEL MY JOB?

    No – Once your order is uploaded the process starts immediately. If you have any questions or concerns about your job, please call our office before uploading files.

  • DO YOU HAVE A RETURN/CANCELLATION POLICY?

    Once you place your order you cannot cancel your job. In the event of a job being printed incorrectly Prima will, at our discretion, reprint the job or issue a refund. In either case, the printing being credited may need to be returned before a reprint or refund can be processed.

  • IS YOUR WEBSITE SECURE?

    Yes, the Prima website has a dedicated SSL certificate so you can safely and securely place your order. If you are not comfortable entering your credit card info online simply call the office during business hours and a Prima rep will process the payment over the phone. Please keep in mind that your job will only begin after payment is received.

  • DO YOU PRINT IN FULL COLOR?

    Yes, your job is printed on a full color digital offset press. If you are printing a banner or other wide format, output is either done on our Epson GS6000 or HP Scitex FB700 full color machine.

  • WHAT ARE MY PAYMENT OPTIONS?

    For your convenience and for fastest turnaround, you can pay via Visa, MasterCard, Discover and American Express. You can also pay with cash or money order; however, this can delay your job as work will only begin once payment is received.

  • WHEN DO YOU CHARGE MY CREDIT CARD?

    Your card is charged at the time you place your order. Payment is confirmed before your job is put on the press in as little as 5 minutes after you place the order.

Color

  • WHAT ARE RGB AND CMYK COLORS AND HOW ARE THEY DIFFERENT?

    Your computer monitor uses RGB colors: Red Green Blue.

    Printers use CMYK colors: Cyan Magenta Yellow Black - which deliver crisp, clear images.

    To ensure your printed piece comes out as you envisioned, convert your document to CMYK colors to see if there are any major differences before you upload your file for printing. When you submit files, our high-tech equipment will convert your piece to the profiles used on our equipment. Make sure you proof in CMYK, just to confirm color consistency.

  • HOW CAN I GUARANTEE EXACT COLOR?

    Your job will be printed at a very high quality utilizing our state-of-the-art printing technology. However, if you must see a color proof before printing, please contact a customer service representative to set up a consultation.

Shipping/Turnaround

  • AFTER I PLACE AN ORDER, WHEN AM I NOTIFIED?

    As soon as your order is placed, you will receive an email confirmation. If you encountered any difficulties uploading your order, a Prima support team rep will contact you during business hours.

  • WHAT IS CONSIDERED LOCAL DELIVERY?

    Local delivery is within the I-285 beltway around Atlanta, GA. Local delivery takes an additional day, so for time sensitive material you can also pick up your order.

    Delivery times by United Parcel Service vary widely, so if your order is time sensitive you can pay for guaranteed next day or 2nd day delivery. You can also save expedited shipping charges by placing your order several days before you need the material, depending on your location.

  • WHAT ARE THE CUTOFF TIMES FOR QUICK TURNAROUND?

    Same day printing cutoff time is 3PM EST on business days. Next day printing cutoff time is 12AM EST on business days. Please note, to make the cutoff you must have print ready files and full payment submitted by the cut off time. If your files are not print ready or full payment has not been received, you will miss the cutoff time.

    New customers are advised to place their first order during business hours so any issue encountered can be dealt with in a timely manner.

  • IF I ORDER FLYERS TODAY, WHEN DO I RECEIVE THEM?

    Get your Same Day order in by 3PM EST any business day, and your order will be ready to ship by EOD the same day.

    Get your order in by 12AM EST any business day and your order will be ready for next day shipment.

    The exact hour your order will be ready cannot be predicted, so if your print job is extremely time sensitive, submit it a day early or select same day printing.

  • WHAT HAPPENS IF MY ORDER IS NOT DELIVERED ON TIME?

    Your order will be shipped on the day promised, however, delivery times vary widely by third party shipping services. These services will often refund shipping charges for certain missed delivery dates and may pay limited liability for damaged or lost shipments. Know the terms and conditions of United Parcel Service or your preferred shipper before you request Prima to ship with them.

Production

  • I WANT TO HAND WRITE A MESSAGE ON MY FLYER… WHY WON’T THE INK SHOW?

    To make your flyers stand out, a special UV coating is applied to deliver a glossy finish and protect your printed piece.  This UV coating makes it difficult to hand write messages.  If you need to write on your printed piece, please choose the “No UV Coating” option.

  • WHO PROOFS MY JOB?

    In conventional printing, a press proof is given before the entire job is printed. This is not necessary with our presses; however, follow the color guidelines discussed earlier in this FAQ section. For more information, please consult the Print 101 area of this website.