Print Issues

At Anthology Custom Print we are highly committed to customer satisfaction. With the nature of gang-run printing there is always a chance that, although very rare, print errors may occur that don’t get caught in the proofing, printing, or packaging process. Please let us know if you see any of the following:

Print Anomalies: Print errors that are obviously a mistake in the print process (like for example a blue spot in the same place on every print that was not in the approved files), these occur in less than 1% of orders. In those cases we offer 100% complimentary reprints, all we need is a single photo showing the print error in 15-18 prints to give to the print facility and they will cover the full cost of reprint, no additional questions asked. Once that has been received, your reprint will be processed with the same turnaround time as the original order.

Spelling Errors: Though we try avoid any spelling or informational errors in the proofing process, sometimes they do occur in a final print. Our policy is to always print the designs exactly as approved, which means if you have approved a design that contains a spelling error, you are fully responsible for any additional cost if you choose to reprint (this is true even if it’s something you have requested to be changed in a previous proof, so make sure you review final designs very carefully to ensure they appear exactly as you want them before giving your final approval). If there is ever a spelling or informational error in the final print that is different than the final approved designs, we will cover the cost of reprint with the same turnaround time as the original order.

Paper Choices: In the event that an order is printed on a paper finish different than what was requested and approved we will reprint the order on the correct paper finish at no additional charge. We offer a variety of different paper finishes, each with unique qualities and advantages. To assist in the paper selection process and to allow our clients to see each paper finish before ordering, you can request a complimentary sample pack HERE, or clients can pickup a sample pack at any of our sample locations. Due to the custom nature of wedding invitations, and because we offer free samples upon request, we cannot offer a refund or reprint on the basis of your chosen paper finish not matching your expectations.

Color Calibration: The printing process involves converting digital designs on a computer screen (visible light) to a physical prints (ink on paper). While we do everything we can to ensure as close a match as possible, due to varying monitor conditions there may be differences, normal to the print process, between what you see on your screen to what is printed. We have calibrated the color of our monitors to match printer output, so you will always get a better sense of color fidelity when viewing the design on our screens, but we cannot be held responsible if final print does not match what you see on your screen, because those settings are out of our control. We understand it is not always possible for out of state clients to view their designs on our screens, so in addition to the digital proof we offer printed sample packs with previous designs from the website that will allow you to compare actual print samples with what you see on your screen. This allows you to get a better idea of how your prints will look compared to your monitor with its current settings.

Color Shifting: While rare, there is always the possibility of a slight color shift during the gang-run print process. That means that shifting toner levels from one machine to the next, one set of cards to the next, or from one day to the next may result in a slightly different tint or tone, even with the same files or order. The result would be that some prints may arrive with slightly warmer or cooler tones, or slightly lighter or darker than others. Again this is rare, and we always try to include additional prints to minimize the possibility of this affecting your purchased amount. Please be aware that the industry standard is a 15% color variance for gang-run printing, and we pride ourselves on being below 2-5% variance on most orders. While color shifting does not typically warrant a reprint, we will always handle those on a case-by-case basis depending on severity, and may offer a partial or discounted reprint if the colors are beyond the allowed 15% tolerance. This tends to be more prevalent in photography with more shadows or higher saturation levels in the original photos.

Print Shortages or Damages: These are the most rare production errors and may occur for a number of reasons ranging from missing items, to damage during the shipping process, to packaging errors, or even clerical errors. Regardless of where the error occurred we will always replace any damaged or missing product. If shortages are the fault of our team we will immediately begin the process of supplementing your order with whatever printing needed to correct the shortage, free of charge. If shortages are the result of shipping errors, please contact us immediately. A reprint will begin once a verified claim has been processed through UPS. For damaged product, they will request photos to show the extent of the damage (we will advise on how/what photographs to provide). For missing packages they will first attempt to locate and recover any missing product, and will ultimately cover the cost of reprint if the product cannot be located. Be aware that separate items in an order will arrive in separate packages and sometimes may arrive on different days; if you suspect a package may be missing, contact us for a tracking number and we can track the delivery status of the item and begin the claim process if needed.

Thank you for your patience and understanding as we work with you to resolve any issues we can. Please contact us immediately if you see any of the above print issues and we will do our best to resolve them in the most timely manner possible!

Cancellations

We understand that sometimes changes in wedding day plans may result in the need to cancel an order in progress. Cancellations during the design process, before printing has been approved, will not be charged any print costs, however any costs for design time used to that point is still due (and may be subject to the $60/hour non-print design rate). If an order is cancelled after approval to print has been given, where there is already physical product created, the cost of print is still due, however if cancelled before shipped we may be able to refund or remove the shipping charges. Unused non-custom product may be eligible for refund or returns (see below). Please notify us immediately if you need to cancel an order at any stage of the design or print process and we will inform you of your options at that point.

Returns

Because everything we do is custom, there are no returns on printed items. We can, however, accept returns on any non-custom order items, such as blank stock envelopes. As long as they are in the original packaging with no visible damage and we are able to return them to stock, we can take back unused, blank envelopes. Subject to a 3 month time limit and other limitations at our discretion; a 10% restocking fee may also apply.