Customer Service - Policy & Terms


ARTWORK & FILE REQUIREMENTS

All Products - See FAQ Section for further details
• All files should be print ready
• Bleed - Some products require a bleed and some do not require a bleed. Please see the Art Requirements info on the specific product page
• Crop Marks - Some products require crop marks and some do not require crop marks. Please see the Art Requirements info on the specific product page
• Safe Zone - Several products require all important images and text be included inside a safe zone so that they are not cut during the trimming process. Puma Prints is not responsible for any trimming problems resulting in files not created properly. Please see the Art Requirements info on the specific product page for safe zone dimensions.
• Borders - We do not recommend trying to create a border on your print pieces as cuts and trims will vary and your borders can be uneven. Puma Prints is not responisble for uneven borders if you include one in your art file.
• Color - Puma Prints can not guarantee exact color. All print colors may look different than what is viewed on screen and all print colors may be different when printed on different materials (plastic, paper, card stock, pvc, etc). There is absolutely no way to guarantee an exact color except when using PMS spot colors (when PMS spot colors are available). 
• Transparency - We offer Plastic cards with frosted and clear transparency. Please note on proofs all white areas will be frosted/clear transparent on final product. All inked areas will also be semi-transparent depending on color density. Darker colors and bolder/larger fonts work the best. Please design accordingly.
• Black - We recommend the following CMYK properties for achieving rich black C-60,M-40, Y-40,K-100
• Gray - To maintain a nice shade of gray we suggest using only a percentage of black and not a mixture of cyan, magenta, yellow, black to create the gray.
• Blues - Because blue and purple are very close in the color spectrum a CMYK blue set at 100% Cyan and 100% Magenta will look very blue on-screen and appear purple after offset print or digital print. To resolve this issue, make sure Magenta is 30% less than Cyan when using very high Cyan values.
• Acceptable resolution - see product Art Requirements on specific product page
• Send Files in CMYK color format
• Acceptable files: PDF, EPS, TIF, JPG, PNG
• Convert All Fonts to Outlines
• Flatten all files
• Flatten Transparencies
• If ordering a pre-designed template - most will not require any additional artwork  - just include your edited text. Any pre-designed templates requiring additional photos: Should be print-ready - large, high quality photo, as close to 100% scale as possible - 72-300dpi
• No proof provided for print ready files unless otherwise specified
• Proof will be provided for Custom Text and Color products when requested
• All customers are responsible for correctly verifying their artwork. No proof for print ready files. All files will be reviewed, but any errors with spelling, font style, graphics, color or shade not detected during review are not the responsibility of Puma Prints. Color may change from computer monitor to computer monitor. Puma Prints can not guarantee exact color. 
• Any Proof that we send and do not get a response back on after 5 days will automatically be sent to production regardless of proof approval or not.
• Foil - Each card can only have one type of foil, Gold or Silver. You can't order a Foil  job with Gold foil on the front and Silver foil on the back. Foil mask files can only be black and white. All black areas should be 100k or only 100% black with no other colors added. Black in the areas you want the foil and white in the areas you do not want the foil. Please avoid using small / fine text or fonts for foil objects. For best results, please make sure that foil coverage is less than 50% of the artwork area. Also, be aware that there may be up to 1/16" shift on the placement of the foil. Keep this in mind if you are trying to align foil with other printed artwork on the card. Please see images here to see what mask files should look like. Remember that black in the mask file must be 100k where you would like the foil to go.
• Templates
 
Standard Printing Services:
• No proof for print ready files unless otherwise specified
• Files sent the wrong sizes will be rejected. Any adjusting of size may be subject to additional expenses.
• Once your files and/or proof is approved, your product will be printed and shipped based on the turnaround time specified in the product description. Business Days are M-F 8am-5pm and excludes all holidays and weekends. Extremely large quantity orders may take longer for production than the standard listed turnaround time.
• Puma Prints cannot guarantee any certain production finish date, shipping date, or arrival date. All phases of production and shipping are estimates, and delays can happen.
• Color - Puma Prints can not guarantee exact color. All print colors may look different than what is viewed on screen and all print colors may be different when printed on different materials (plastic, paper, card stock, pvc, etc). There is absolutely no way to guarantee an exact color except when using PMS spot colors (when PMS spot colors are available). To maintain a nice shade of gray we suggest using only a percentage of black and not a mixture of cyan, magenta, yellow, black to create the gray.
• Puma Prints will not be responsible for any expenses due to delay in time by customer or production.
• Very large banners may require multiple vinyl banner materials to be seamed together. For the most part, seams are not noticeable.
• With the Clear plastic cards, there might be a small percentage that may have light scratches. This issue originates from the manufacturer and is due to the material and handling. To help compensate for this, we run overs of the clear plastic cards to help meet the required quantity. Clear plastic cards will come with a thin protective layer on one side that can be peeled off. This is to prevent the cards from scratching during packaging and shipping. Please, keep in mind that this card is completely 100% clear. Colors will be somewhat transparent depending on color density. Darker colors and bolder/larger fonts work the best.



PAYMENT, SHIPPING, DISCLAIMERS & MORE

  
Payment:
• We accept Master Card, Visa, American Express, & Discover Card through PayPal credit card processing
• You do not need to have a PayPal account to use a credit card
• All payments are made online only
• No COD payments.
• All orders must be paid prior to design and/or print. Your project will not start until payment has been process and received
• We charge sales tax only on purchases made in the state of Ohio
 
Shipping and Handling:
• Continental US shipping only. 
• We ship USPS Priority Mail 4-5 business days, FEDEX Ground 4-5 business days, or UPS Ground 4-5 business days - depending on the product. Puma Prints choice.
• Rush shipping may be available. Please use the custom quote or use the contact form to contact us.
• Puma Prints may change the shipping courier at any time without notice.
• Tracking Numbers may not always be available.
• Puma Prints cannot guarantee any certain production finish date, shipping date, or arrival date. All phases of production and shipping are estimates, and delays can happen.
• Banners over 5 feet will be folded. Folds vary depending on the overall size. Folds may cause minor damage to banner during shipping.
•  Your purchased item is boxed and packaged with care. Puma Prints is not responsible for any damages due to shipping - contact the shipping carrier for problems. Any remakes will be made at customer’s expense.
•  Extremely large quantity orders may take longer for production than the standard listed turnaround time.
 
Custom Quotes:
• Custom quotes may have their own specifications on turnaround time, shipment, payment, etc. These will be specified in the quote.

Cancel Order / Refund / Returns:
• No returns. Once orders are placed they cannot be cancelled. 
• Puma Prints may provide discounts or partial refunds based on unsatisfactory products on a case by case basis.

Disclaimers:
• All customers are responsible for correctly verifying their artwork. No proof for print ready files. All files will be reviewed, but any errors with spelling, font style, graphics, color or shade not detected during review are not the responsibility of Puma Prints.
• Any Proof that we send and do not get a response back on after 5 days will automatically be sent to production regardless of proof approval or not.
• Color: Puma Prints can not guarantee exact color. All print colors may look different than what is viewed on screen and all print colors may be different when printed on different materials (plastic, paper, card stock, pvc, etc). There is absolutely no way to guarantee an exact color except when using PMS spot colors (when PMS spot colors are available). To maintain a nice shade of gray we suggest using only a percentage of black and not a mixture of cyan, magenta, yellow, black to create the gray.
• Transparency - We offer Plastic cards with frosted and clear transparency. Please note on proofs all white areas will be frosted/clear transparent. All inked areas will also be semi-transparent. Please design accordingly.
• Puma Prints cannot guarantee any certain production finish date, shipping date, or arrival date. All phases of production and shipping are estimates, and delays can happen.
• Puma Prints will not be responsible for any expenses due to delay in time by customer or production.
• Always order in advance! We are closed evenings and weekends. Processing time may change without notice.
• Magnetic material may cause permanent damage to painted surfaces. Magnets should be removed daily for cleaning and inspection. Magnets left in the same spot and not removed may discolor or scratch paint. Puma Prints is not responsible for any damages.
• Floor Graphics: Puma Prints is not responsible for any damage a graphic may cause to your flooring. Floor graphics can last up to 12 months and are easily removed up to 6 months. A putty knife, and blow dryer or heat gun will help in softening the material for removing the graphic. Tile, laminate or other smooth floor types must be thoroughly cleaned prior to Floor Graphic application. Make sure that painted floors have excellent paint adhesion before application as well. The base vinyl is NOT recommended for concrete, asphalt, carpet or any exterior application.
• All Rights Reserved: Puma Prints reserves the right to correct all pricing or type errors, including any incorrect product or order as a result from human or technical error.

Overage/Underage:

• Although we strive to ship the quantity ordered, we reserve the right to ship within 5% over or under the requested quantity. This would apply to plastic cards, postcards, business cards, flyers, posters, etc. If you need a strict, exact amount, we recommend that you order above the required amount to account for the possibility of an under run.

Liabillity:
• Puma Prints will not be held responsible for any illegal or misuse of any design or printed item. All liability falls upon the ordering party. You hold us free of all liability and responsibility for any actions or results or adverse situations created from the use of your design and/or printed item. Puma Prints will not be held responisble for any damage that an adhesive, magnetic or other product may do to the item it's applied to.