Frequently Asked Questions
FAQ Topics
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| Q |
Do I need to create an online account to place an order?
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| A |
XeikonPrints.com allows for guest checkout without creating an online account. Although, a customer account gives you the ability to view your order history, get order tracking information on shippments and order reprints from past orders. |
| Q |
How do I create a customer account?
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| A |
The process to create a customer account can be found here. Please include all required account information. |
| Q |
How do I change my password?
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| A |
Log into your account and view the "Account Dashboard", in the section called "Account Information", click the link labeled "Change Password". |
| Q |
How do I reset my password if I have forgotten it?
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| A |
Please here for password resets. |
| Q |
Is my personal information safe?
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| A |
XeikonPrints.com staff are enthusiastic internet users and understand that your personal information and privacy are very important. We will never sell your personal information, including email addresses. We value our relationships with you, our customer. |
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| Q |
Will the ink on my print run, smear, or smudge?
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| A |
XeikonPrints.com uses a toner based printing process. Once cured, the toner is impervious to water, although the paper stocks are not. Our posters can withstand very light weather, but are not printed with outdoor use in mind. |
| Q |
What type of finish will my posters have, glossy or matte?
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| A |
XeikonPrints.com uses paper stock with a matte finish. For a glossy finish, please add the lamination option to each product to achieve this effect. |
| Q |
XeikonPrints.com products are very reasonably priced, how?
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| A |
Since 2007 our philosophy has been simple: High quality products, razor thin margins and large volumes allow us to sell at the lowest possible price. Investing greatly in equipment, makes sure we are on the cutting edge of price, technology, and value. |
| Q |
Standard printing time is how long?
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| A |
Standard printing time is 3 business days. If we receive your order before 1 pm CST, tthat day is considered production "day 1" . Expedite the printing process by adding the Express Service option during checkout. Shipping times are separate and also can be expedited. |
| Q |
Are XeikonPrints.com products considered "Archival"?
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| A |
We print all of our products with acid free paper and a very lightfast, stable printing process using toner. Our tests show that in direct sunlight for a full calendar year, less than 5% minimal fading to the colors was present, giving us an "Archival" result. |
| Q |
What type ink is used? Is it durable?
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| A |
Utilizing a toner based process, the vibrant colored toner is "seared" or "melted" onto the paper, creating a very durable print. Testing our prints in direct sunlight for up to a year, our results show minimal fading (5% or less). |
| Q |
What types of paper do you print on?
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| A |
Click here for an in depth page on our paper options. |
| Q |
Does XeikonPrints.com offer an ICC profile for download?
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| A |
Please visit the link below to download our ICC Profile.
ICC Profile |
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| Q |
What are the minimum image size or resolution requirements to make a nice printed product?
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| A |
200 PPI (DPI) at 100% size is our suggested minimum image file size. At this size images would roughly equal 1800 x 2400 at 9"x12" size, 3600 x 4800 pixels at the 18" x 24" size and 3600 x 7200 pixels at the 18" x 36" size.
Images files with less pixels will become pixelated when viewed up close. Low resolution images can be fine for some prints that dont need high resolution, one time events for example, like a birthday party. But for prints that need a higher quality, museum prints for example, would need to make sure the resolution is adequate.
Please see the Checking File Resolution page for a tutorial on finding the DPI and size of your images. Please contact us with any questions about files size or DPI before placing your order. |
| Q |
Can I be sure that my image will make a quality printed product?
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| A |
Image resolution is the most important factor in determing print product quality. An image with 200dpi at 100% size will have a crisp print quality, anything lower and you may see issues in the images. (click here to learn how to find your image size or resolution) |
| Q |
Will my image be printed to the very edge of the poster (we call that "full bleed")?
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| A |
Yes. We can print "full bleed" images on any size product. |
| Q |
Can I submit a multiple page PDF?
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| A |
Yes, you can submit a multi-page PDF. |
| Q |
What file formats are acceptable for XeikonPrints.com?
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| A |
XeikonPrints.com accepts only the following file formats for images: .tif, .ps, .eps, .pdf, and .jpg. As well as the following formats for archives .zip, .sit, and .tar. |
| Q |
Should I use the CMYK or RGB color model?
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| A |
For jobs that are color critical, it is important to convert all images to CMYK and review the changes before submitting your order. XeikonPrints.com equipment uses the CMYK color model. All images must be CMYK or they will be converted in the prepress phase. Many colors and graphic nuances using the RGB model cannot be acurately presented with the CMYK model. Viewing these differences in your images will allow for neccessary editing. |
| Q |
What size are the products you print?
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| A |
XeikonPrints.com prints in multiple formats and sizes.
Brochures
- 11x17 - 1 fold
- 11x25.5 - 2 fold
- 11x34 - 3 fold
- 11x42 - 4 fold
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Flyers
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Posters
- 9x12
- 12x18
- 16x20
- 18x24
- 18x30
- 18x36
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Panoramas
- 6x24
- 8x32
- 10x40
- 12x48
- 14x56
- 16x64
- 18x72
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| Q |
Can I place an order over the phone?
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| A |
Strict PCI Compliance guidelines do not allow us to take credit card orders over the phone. |
| Q |
Will you let me know if my images are too small or of poor quality before printing?
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| A |
Yes, we preview your images before printing and will notify you if there are any problems. |
| Q |
Does XeikonPrints.com offer volume or bulk discounts?
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| A |
Maximum discounts have already been built into each and every order. |
| Q |
Do you provide proofs before printing posters?
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| A |
You can order a hard copy proof here that is an actual press sheet. We will place your order on hold until we receive notification of proof approval. If the proof is unsatisfactory, you have a changce to send an updated file. You can upload your new file here. |
| Q |
What are the differences between "Express Production" and "Express Shipping"?
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| A |
You can expedite the production time of your order by using the "Express Production" option. Our standard production time is 3 business days, however you can choose to upgrade from the standard 3 day production to 1 or 2 day "Express Production" during the checkout process for an additional charge.
"Express Shipping" is a shipping method you can choose during the checkout process, offering a faster shipping time for an additional charge. |
| Q |
Can I order multiple products from multiple images or files?
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| A |
We offer a tutorial explaing the ordering process here. |
| Q |
I have placed my order multiple times and I receive an error each time. My online credit card statement shows multiple charges. Will I be charged each time?
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| A |
You will not be charged multiple times, usually these errors are given when there is an issue with the information from the bank or credit card company. Usually the "charges" or "authorizations" are cleared within a few days. Please contact your bank or credit card company for more information or for help in clearing these "charges". XeikonPrints.com has no ability to clear these charges from your account, if you get an error please contact us before trying to place your order multiple times. |
| Q |
Why do I get an error after entering my credit card information and clicking "continue"?
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| A |
These errors can be common, most of the time the billing information of the card does not match the information provided by you, especially the zip code. Errors can also be given for other reasons like low balance or unauthorized transactions. Please contact us with the "error" number before placing the order multiple times, usually we can help figure out the problem. For more information on these errors please contact your bank or credit card company. |
| Q |
How fast will my credit card be charged?
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| A |
Charges will be immediately applied to your credit card when you place the order. There may be a delay before the charge is shown on your credit card online statement. Our charges will usually be shown as either "PayPal" or "Cumberland". |
| Q |
Which payment methods does XeikonPrints.com accept?
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| A |
XeikonPrints.com accepts Visa, MasterCard, Discover, American Express and PayPal. XeikonPrints.com does not offer Net 30 accounts or payment via personal check or money order. |
| Q |
Will the production time include shipping time?
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| A |
Production time refers only to in house production time and does not include shipping time. Production time starts when XeikonPrints.com receives files for printing, not including weekend days or holidays. |
| Q |
Can I change the quantity of my order after ordering?
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| A |
Some circumstances allow us to change the order quantity, if not work has been completed. XeikonPrints.com cannot issue partial refunds. Contact us immediatly when your needs change and we will accommodate as best as we can. |
| Q |
Can I change my artwork files after placing my order?
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| A |
Once an order has been placed and queued into our prepress system, your order most likely can not be changed in any way. Please confirm the files uploaded are the complete and final artwork files that you would like printed. Rare circumstances will allow you to add or change artwork file. Please call 615-327-3437 or contact us as soon as your needs change. |
| Q |
How can I cancel my order?
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| A |
Clicking the "Confirm" button on your order will automatically charge your credit card, including any applicable shipping and handling charges, and put your order into our system. Refunds cannot be given for orders that have been received by our prepress department. Some situations allow for your order to be refunded if no work has been completed. When the job enters printing status, we cannot refund any payments. Please contact us as soon as possible. |
| Q |
Is a faster turnaround time available after an order is placed?
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| A |
Contact us within a few hours of placing your order, and before your order has gone to the prepress system, there is a possibility we can upgrade your order to Express from Standard. Orders cannot be downgraded from Express to Standard however. Please contact us as soon as your needs have changed. |
| Q |
What shipping methods do you offer?
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| A |
We offer standard UPS methods (Ground, 3-Day Select, 2-Day Air, Next Day Air, etc.). |
| Q |
How do I order a product from XeikonPrints.com?
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| A |
We have provided a tutorial here explaining all of the ordering options on XeikonPrints.com. |
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| Q |
Can I have someone else upload the files?
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| A |
Yes, you'll need to place your order normally online, but instead of selecting a file to upload, select the option to "Send File Later" option. This will allow the order to be processed without requiring a file. Once you have received your order confirmation, provide the order number to the individual that will be uploading the file and send them to: http://upload.xeikonprints.com |
| Q |
What if I decide to MAIL my files?
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| A |
If you choose to Mail your files to us instead of uploading, you must select the "Send Files Later" option to mail files to us. Once your order is completed, please send a copy of your order confirmation and a CD or DVD to:
XeikonPrints.com
120 20th Avenue South
Nashville, TN 37203 |
| Q |
What if I upload the wrong files?
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| A |
If for some reason you have uploaded the incorrect files, please go to our contact page and immediately send an email with the specified subject - or give us a call at 615-327-3437. |
| Q |
Do I need to upload files if I place an identical order later on?
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| A |
Yes. We typically archive orders after 2 weeks. |
| Q |
What file types are acceptable?
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| A |
XeikonPrints.com accepts only the following file formats for images: .tif, .ps, .eps, .pdf, and .jpg. As well as the following formats for archives .zip, .sit, and .tar. |
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| Q |
What exactly is lamination?
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| A |
We can add a 1.7 MIL clear glossy lamination to both sides for an additional charge per poster. This adds a bit more rigidity to the poster as well as giving it the high gloss look and feel. While adding protection from fingerprints, etc., the lamination is not waterproof around the extreme edges. Read more here. |
| Q |
Calendar Slides - What is it?
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| A |
Our newest offering for finishing of posters - Calendar Slides are metal bars that are adhered to the poster. The top slide has a plastic tab so you can hang your poster, as the bottom gives the poster some weight to hang by. Calendar Slides are great for promotional pieces for sports teams, creating unique calendars and much more! Get them instead of simply thumbtacking your poster to the wall. Details here. |
| Q |
Can I Dry Mount posters printed from XeikonPrints.com?
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| A |
No, unfortunately dry mounting posters printed from XeikonPrints.com does not yield favorable results. We use a toner based process on our commercial press, similar to a color laserjet printer in an office. This uses a heat process to adhere the toner to the paper. When heat is applied after the poster has been printed, the toner will, in a sense, remelt and run - making a mess. The best way to mount these posters is by using a pressure sensitive adhesive such as 3M's Spray Mount or Super 77. You can also use sheet adhesive or double sided tape. |
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| Q |
I see a charge from "Cumberland" on my card, is this XeikonPrints.com?
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| A |
Our parent company is Cumberland Graphics, Inc and we are only "doing business as" XeikonPrints.com. Charges from us made to your card will show up as "Cumberland" or sometimes "Cumber". |
| Q |
You guys charged my credit card 5 times, what gives?!
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| A |
More than likely, there is either a problem with your credit card or a temporary issue with the site. 99% of people who have problems trying to process an order, find that it was the billing information they input into the site did not match their credit card information. The "charges" that you see are usually "authorizations" that will be reversed within a few minutes to a few days - this is your bank's own policy, not ours. If you did not receive a confirmation page or confirmation email, your order most likely did not go through. |
| Q |
My organization is Tax Exempt in Tennessee - how do we avoid paying taxes?
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| A |
Before placing your order, please sign-up for an account. Once your account is created, please give us a call at 615-327-3437 and let us know you are Tax Exempt. You will need to fax the appropriate form to us at 615-329-4811 so that we can have it on file. Once these steps are complete, we can change your account to Tax Exempt. You will be required to login and use the account that was setup to avoid the sales tax for future orders. |
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| Q |
What are the standard shipping times?
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| A |
Please see our Shipping Information page for standard transit times for Ground Shipping. |
| Q |
How much is shipping?
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Shipping amounts are calculated as real time rates through UPS. After you have at least one item added to your cart, you can get a shipping quote by inputting your ZIP code at the bottom of the Cart page. |
| Q |
What if I need to change my shipping method?
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If you need to change your shipping method, you'll need to contact us immediately so that we can make the changes. Please note that you will be responsible for any additional charges. |
| Q |
What if I want to pick my package up locally?
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To pick up your order at our Nashville, TN facility, just select "Local Pickup" on the shipping options while checking out. |
| Q |
Where can I find my tracking information?
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There are two methods to find your order information:
- Login to your account. Click this link to get to the login page.
- Click here to view your order details and tracking information without logging in.
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| Q |
What if I need my order done in 24 hours?
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| A |
We now offer 1 & 2-Day Production upgrades to your order from our standard 3-Day Production Time. You can select one of these options during checkout on the "Shipping Method" step.
1-Day: Place your order before 10AM CST, and your order ships out the same day. Place after 10AM and your order will be shipped the following business day. Cost is $45.00 per order.
2-Day: Place your order before 1PM CST, and you order will ship out the following business day. Place your order after 1PM and your order will be shipped out on the second business day. For instance, you place your order at 3PM on Monday, your order will ship out on Wednesday. Cost is $30.00 per order. |
| Q |
What shipping options do you offer?
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We ship all packages via UPS. |
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| Q |
Is XeikonPrints.com a safe place to conduct business?
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Yes. We use the GeoTrust QuickSSL Premium web server certificate, which allows us to conduct secure Internet transactions with true 128-bit SSL encryption. To learn more, click here. |
| Q |
How does XeikonPrints.com protect my privacy?
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The security of your personal information is very important to us. We never sell or rent your personal information to any third parties under any circumstances. We value your trust very highly, and will work to protect the security and privacy of any personal information you provide to us and will only use it as we have described in our Privacy Policy. |
| Q |
Will you sell my email address?
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Absolutely not! We value your business and it would serve no purpose for us to sell your email address - we'd much rather keep you as a customer! |
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| Q |
How do I order products from this site?
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It's easy! All you have to do is click on the item you want, type in the quantity, select any options that you wish to include, and hit "add to Cart". When you are ready to checkout, just click the "Shopping Cart" button at the top, then click "Checkout" at the bottom. |
| Q |
Do you offer other services?
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XeikonPrints.com is just a small part of the services that our parent company offers. If your project requires additional options, let us know and we'd be happy to work with you. Just use our contact page to let us know what you need. |
| Q |
What shipping methods do you offer?
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We currently offer UPS shipping only. |
| Q |
How do I check the status of my order?
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There are two methods to find your order information:
- Login to your account. Click this link to get to the login page.
- Click here to view your order details and tracking information without logging in.
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| Q |
Can I request a faster turnaround time after I placed an order?
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| A |
XeikonPrints.com will try to accommodate any changes that you may want to make to your order. This depends on the order status, whether the order has been approved, what day of the week it is and many other variables. You may incur additional charges by changing your order options. Please contact us with your problem directly. |
| Q |
How do I cancel my order?
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When you click the "Confirm" button, your credit card will be charged automatically including any applicable shipping and handling charges. No refunds can be given for orders that have been received by our prepress department. In some cases, your order may be refunded if no work has been completed on it. If the job has entered printing status, we cannot refund the payment. Please contact us as soon as possible. |
| Q |
Can I change my artwork files?
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| A |
XeikonPrints.com will try to accommodate any changes that you may want to make to your order. This depends on the order status, whether the order has been approved, what day of the week it is and many other variables. You may incur additional charges by changing your order options. Please contact us with your problem directly. |
| Q |
Can I change the quantity of my order after ordering?
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| A |
XeikonPrints.com will try to accommodate any changes that you may want to make to your order. This depends on the order status, whether the order has been approved, what day of the week it is and many other variables. You may incur additional charges by changing your order options. Please contact us with your problem directly. |
| Q |
Can I request a hardcopy proof after ordering?
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| A |
XeikonPrints.com will try to accommodate any changes that you may want to make to your order. This depends on the order status, whether the order has been approved, what day of the week it is and many other variables. You may incur additional charges by changing your order options. Please contact us with your problem directly. |
| Q |
How do I change my shipping options?
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| A |
XeikonPrints.com will try to accommodate any changes that you may want to make to your order. This depends on the order status, whether the order has been approved, what day of the week it is and many other variables. You may incur additional charges by changing your order options. Please contact us with your problem directly. |
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| Q |
What if I need 24 Hour Turnaround?
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| A |
We can almost always help you out in a pinch, but you'll have to call our service department to make sure. Fees for 24 hour turnaround fluctuate according to job load and when the order was placed. To obtain 24 hour turnaround, your job must be placed and approved no later than 10AM CST. Please call 615-327-3437 for more information. |
| Q |
What is the standard turnaround time?
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| A |
Our standard turnaround time is 3 business days. The turnaround time starts when XeikonPrints.com receives the files for printing. If youhave ordered a proof, turnaround time starts when we receive approval for the proof.
If your order is received before 10 am CST, then that day is considered "day 1" of production. You can expedite the printing process by adding Express Service during checkout. Please note: shipping time is separate and can also be expedited. |
| Q |
When does turnaround time begin?
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| A |
Turnaround time begins when we receive your artwork and the files have been approved, if you have ordered a proof. If we incur problems resulting from uploaded files, this will delay the start of turnaround time until all issues have been resolved.
If you mail your files, this will affect turnaround time as well. We cannot start the job until we have your approved files in hand. |
| Q |
What can delay turnaround time?
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Missing fonts and images are the leading cause of delay. As well, mailing your files will significantly delay the start of your job. We encourage all who are mailing their files to send packages overnight or express. |
| Q |
Does turnaround time include shipping?
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| A |
No. Turnaround time refers only to our production time and does not include shipping. In addition, The turnaround time starts when XeikonPrints.com receives the files for printing. If you have ordered a proof, turnaround time starts when we receive approval for the proof. |
| Q |
Does XeikonPrints.com guarantee turnaround time?
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| A |
Yes. XeikonPrints.com guarantees turnaround time, which is also known as production turnaround time, when all requirements have been met by the client to begin the turnaround time period. While XeikonPrints.com strives to meet turnaround commitments for every job, production delays may occur. In the event that XeikonPrints.com misses a turnaround commitment, we will remedy the situation by providing a refund for rush charges or a courtesy rush on your next job. Cancellation of a job or entire order based on turnaround time is permitted only if the original order clearly states that the job is time sensitive and that if it cannot be shipped by the contracted date, the client does not want us to process the order.
Please note that XeikonPrints.com assumes no responsibility for shipping delays caused by delivery carriers or any damages resulting from the failure to receive a job on time. Our expected arrival date-also known as delivery date-is an estimate only. As a result, XeikonPrints.com can not be held responsible for delivery delays once your job leaves our facility. |
| Q |
Can I change turnaround time?
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| A |
XeikonPrints.com will try to accommodate any changes that you may want to make to your order. This depends on the order status, whether the order has been approved, what day of the week it is and many other variables. You may incur additional charges by changing your order options. Please contact us with your problem directly. |
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| Q |
What payment methods does XeikonPrints.com accept?
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| A |
We accept MasterCard®, Visa®, Discover®, American Express®, PayPal®, and purchase orders for pre-approved accounts. We do not offer net30 accounts. |
| Q |
When does my credit card get charged with the order?
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You are charged immediately after you accept and place the order. Some delays may occur with your credit card company before our charges show up. |
| Q |
Can I set up an account with you?
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Sure! Just go to our contact page and email us there. One of our representatives will send you a credit application immediately. Please note that we do require a minimum of $500.00 of spending before an account will be considered. |
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| Q |
What other services does XeikonPrints.com offer?
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| A |
XeikonPrints.com is just a branch of a well established, fully capable printing company. We offer everything from die-cutting, folding, collating, stitching, hole drilling, padding, numbering, hot stamping, embossing and many other services. Please inquire about our other services by calling our service department at 615-327-3437. |
| Q |
Does XeikonPrints.com do Variable Data?
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| A |
You bet! The Xeikon 5000 has built-in Variable Data capabilities that saves a ton of time. Just give us your database, and we can place addresses, bar codes and even pictures in your document while it's being printed. Please call our service department at 615-327-3437 for more information. |
| Q |
Do you laminate?
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| A |
Sure! We have all the equipment to laminate your project - from menus to signage, we can do it right! Please call our service department at 615-327-3437 for more information. |
