HELP CENTER
The resource for everything you need to know.
Comprehensive documentation and FAQs to optimize your experience.
Frequently Asked Questions
- Client Portal
- FINE ART PRINT
- Custom Signage
- Brand Stationery
- Performance Apparel
- Creative Services
- Shipping and logistics
- RETURNS AND REFUNDS
- Q: How do I submit my artwork files for a new project?
- A: Once your project is created, navigate to the “Files” tab within your project dashboard. You can drag and drop your high-resolution files directly there. We recommend uploading files in a ZIP folder if you have multiple assets for the same order.
- Q: Where can I see the current status of my order?
- A: Your project dashboard features a real-time Status Bar. It will move from Pending to In Review, Production, Quality Control, and finally Shipped. Any internal notes from our production team will also appear in the project’s main feed.
- Q: How do I request a change to my design or order details?
- A: Use the “Messages” tab inside your specific project. By communicating there instead of via general email, you ensure that your request is linked directly to your order, preventing any miscommunications during the production phase.
- Q: I forgot my password. How can I regain access?
- A: On the login page (portal.geeprint.com), click on “Forgot Password?”. Enter your registered email address, and the system will send you a secure link to reset your credentials instantly.
- Q: Can I pay my invoice directly through the portal?
- A: Yes. When you open an invoice in the “Invoices” section, you will see a “Pay Now” button. We accept all major credit cards and secure bank transfers. Your payment status will update to “Paid” automatically once the transaction is cleared.
- Q: How can I download a PDF copy of my invoice for my records?
- A: Open the desired invoice in your portal and look for the “Download” or “Print” icon at the top right corner. This will generate a professional PDF receipt including all tax details and project specifications.
- Q: Do you offer credit terms for recurring corporate clients?
- A: We do offer Net-30 terms for established corporate accounts. If you would like to apply for a credit line, please send a request through the portal’s support chat for a formal review of your account history.
- Q: How do I approve my digital proofs?
- A: Once we upload your proof, you’ll receive an email. Log into the portal, review the file in the “Files” tab, and use the “Approve” button. Production only begins after your digital signature.
- Q: What happens after I click Approve on a digital proof?
- A: Clicking “Approve” acts as your final digital signature. This locks the file and sends it directly to our print queue. Please ensure you have double-checked all spelling, colors, and dimensions, as no further changes can be made once production begins.
- Q: Can I reject a proof if I see an error?
- A: Yes. If you spot a mistake, click “Request Changes” instead of approving. Leave a comment explaining what needs to be fixed, and our pre-press team will upload a revised version for your review.
- Q: Is my data and artwork secure in the portal?
- A: Absolutely. Our portal uses industry-standard SSL encryption. Your files and personal data are only accessible to you and the specific GeePrint team members assigned to your project.
- Q: Can I add collaborators (like my designer) to my project?
- A: Yes. You can request to add a guest user to your project workspace so they can upload files and discuss technical details directly with us.
- Q: Where can I find my previous invoices for tax purposes?
- A: All financial documents are permanently stored in the “Invoices” section of your portal, organized by date and project ID.
- Q: What does the -In Review- status mean?
- A: This means our pre-press team is manually checking your file for resolution, bleed, and color profile issues before we send it to the machines.
- Q: Will I get an email when my project is updated?
- A: Yes! Our system sends automated alerts for every major milestone. You can manage your notification preferences under your “Profile Settings” in the portal.
- Q: What is the difference between Giclée and standard photo printing?
- A: Standard printing uses 4 colors and dye-based inks. Our Giclée process uses 12-color archival pigment inks on acid-free papers (Hahnemühle/Canson), ensuring the print lasts over 100 years without fading.
- Q: What is the difference between Glossy, Lustre, and Matte finishes?
- A: Glossy offers the widest color gamut and deep blacks but has high reflection. Lustre is the professional favorite, offering a pebbled texture that resists fingerprints and reduces glare. Matte has a smooth, non-reflective surface, ideal for fine art and black-and-white photography.
- Q: Can I order a Deckled Edge for my Fine Art prints?
- A: Yes. We can hand-tear the edges of our heavy-weight cotton papers to create a traditional, feathered “Deckled Edge” that looks stunning when float-framed.
- Q: Do you offer color matching or ICC profiles?
- A: Yes. For professional photographers, we can provide ICC profiles for soft proofing. If color accuracy is critical, we recommend ordering a small “test strip” before the final large-format run.
- Q: What are the best mounting options for large acrylic prints?
- A: We offer hidden sub-frames for a “floating” effect and stainless steel standoffs for a modern, industrial look.
- Q: Are your photo prints Archival?
- A: Yes. We use acid-free papers and original pigment inks. This combination prevents yellowing and ensures that your prints will maintain their original colors for over 80–100 years when kept under normal indoor lighting conditions.
- Q: Can you print custom sizes not listed on the website?
- A: Absolutely. As a boutique broker, we specialize in bespoke dimensions. Contact us via the portal for a custom quote on non-standard sizes.
- Q: What is the most durable material for outdoor signage?
- A: For long-term outdoor exposure, we recommend ACM (Aluminum Composite Material) or Acrylic. ACM is resistant to rust, corrosion, and extreme weather, making it the industry standard for shop fronts. Our outdoor signs also include a UV-protective laminate to prevent color fading.
- Q: What is the expected lifespan of outdoor signage?
- A: Lifespan depends on material and sun exposure. ACM (Aluminum Composite) and Acrylic signs typically last 5–10 years. We apply a UV-protective overlaminate to all outdoor graphics to prevent fading and cracking caused by harsh weather conditions.
- Q: Do I need a permit for my business sign?
- A: Signage regulations vary by city and building type. While the client is responsible for local permits, we can provide technical drawings and material specifications to help with your application process.
- Q: Can you produce 3D or Channel Letter signs?
- A: Yes. We specialize in dimensional signage, including laser-cut acrylic letters, backlit LED channel letters, and standoff-mounted metal signs. These options add depth and a premium feel to your brand presence.
- Q: Can you produce signs with ADA (Americans with Disabilities Act) compliance?
- A: Yes. We can manufacture tactile signage including Grade 2 Braille and high-contrast lettering for office buildings, hotels, and public spaces, ensuring your facility meets all accessibility regulations.
- Q: What is the best way to clean my acrylic or metal sign?
- A: Never use ammonia-based cleaners (like Windex) on acrylic as it can cause “crazing” (tiny cracks). Use a soft microfiber cloth with mild soap and water. For metal, a dry cloth is usually sufficient to maintain the finish.
- Q: Do you offer illuminated signage options?
- A: Yes, we provide several LED-based solutions, including Halo-lit (light glows from behind the letters) and Face-lit (the front of the letter glows). LEDs are energy-efficient and have a long operational life.
- Q: What is the difference between Matte and Gloss lamination for signs?
- A: Gloss makes colors “pop” and is great for high-impact graphics. Matte reduces glare from sunlight or indoor lighting, making the text easier to read from different angles, and is excellent for a sophisticated, modern look.
- Q: Can you do double-sided printing on rigid boards?
- A: Yes. We offer double-sided printing on PVC, Foamcore, and Metal boards. This is perfect for hanging signs or “A-frame” sidewalk displays.
- Q: What is GSM and how do I choose the right paper weight?
- A: GSM stands for Grams per Square Meter. 90-120gsm is for letterheads; 300-400gsm is standard for business cards. For a premium feel, our “Luxe” line goes up to 600gsm.
- Q: What is Blind Embossing and how can it enhance my brand?
- A: Blind embossing is the process of creating a raised image on paper without using ink or foil. It creates a subtle, sophisticated 3D effect that relies on light and shadow, perfect for minimalist, high-end business cards.
- Q: Can you match my specific Pantone® brand colors?
- A: Yes, we offer spot-color printing for high-volume corporate orders to ensure 100% brand consistency across different materials.
- Q: What are the available specialty finishes?
- A: We offer Spot UV (glossy highlights), Foil Stamping (Gold/Silver), Embossing (raised texture), and Soft-Touch lamination (velvet feel).
- Q: Do you offer eco-friendly or recycled paper options?
- A: Yes, we have a curated selection of FSC-certified and 100% recycled premium papers that maintain high print quality.
- Q: Can I request a specific paper texture, like Linen or Felt?
- A: Absolutely. We work with premium paper mills (such as Mohawk and Neenah) to offer a variety of textures. Linen provides a classic fabric feel, while Felt offers a soft, organic touch.
- Q: Do you offer Duplexing or Triplexing for business cards?
- A: Yes. This involves bonding two or three sheets of paper together to create an ultra-thick card (up to 800gsm+). You can even “sandwich” a colored paper layer in the middle for a stunning colored-edge effect.
- Q: What is the difference between a Digital Proof and a Press Proof?
- A: A Digital Proof is a PDF sent via the portal to check layout and text. A Press Proof is a physical sample printed on the actual machine and paper selected. Press proofs are recommended for high-volume orders where color precision is vital.
- Q: What is Sublimation and why is it better for activewear?
- A: Sublimation uses heat to turn ink into gas, which then bonds with the polyester fibers. Unlike screen printing, the design will never crack, peel, or fade, and the fabric remains 100% breathable because the “hand” (feel) of the print is zero.
- Q: Will the print crack or peel after washing?
- A: No. For sports apparel, we use Dye-Sublimation (where the ink bonds with the fibers) or high-grade DTF, ensuring the design remains intact even after heavy use and washing.
- Q: Can I send my own garments for printing?
- A: To guarantee quality, we prefer to use our tested inventory. However, for specialized corporate uniforms, we can evaluate your garments for compatibility with our printing processes.
- Q: What is the maximum print area for t-shirts?
- A: Our standard print area is 12″ x 16″, but we also offer oversized “all-over” printing for specific sublimation projects.
- Q: Are your performance fabrics SPF/UPF rated?
- A: Many of our technical fabrics offer UPF 30+ or 50+ protection, blocking a significant percentage of UV rays. This makes them ideal for outdoor sports teams and corporate events held in sunny locations.
- Q: Do you offer embroidery services for hats and polos?
- A: Yes, we provide high-stitch-count embroidery for a 3D, premium look on corporate and team wear.
- Q: How should I care for my custom-printed performance gear?
- A: To prolong the life of the print and fabric technology, we recommend washing in cold water, inside out, and hanging to dry. Avoid fabric softeners, as they can clog the moisture-wicking pores of the fabric.
- Q: Can you handle All-Over Printing (AOP)?
- A: Yes, for sublimation projects, we can print your design across the entire garment before it is cut and sewn. This allows for seamless patterns that flow from the front to the back and sleeves.
- Q: Can you help with Brand Guidelines or just individual designs?
- A: We offer both. We can create a comprehensive Brand Style Guide (including typography, color palettes, and logo usage rules) to ensure your brand looks consistent across all printed and digital media.
- Q: I only have a low-res JPG of my logo. What can you do?
- A: Our team offers a Vectorization Service. We will manually redraw your logo into a high-quality vector format (AI/EPS), ensuring it can be scaled up for a billboard without any pixelation.
- Q: Can you help me choose the right material for my project?
- A: Absolutely. We offer Material Consultations via the portal. Just describe where the piece will be displayed (indoor/outdoor, lighting, distance from the viewer), and we will suggest the perfect substrate.
- Q: Do you provide structural design for custom packaging?
- A: Yes. Beyond graphic design, we can create the “dieline” (the 2D template) for custom boxes and packaging, ensuring the folds and dimensions are technically perfect for production.
- Q: What is the Safe Zone in a print template?
- A: The Safe Zone is an area inside the trim line (usually 3mm to 5mm). All important text and logos should stay within this zone to ensure they aren’t cut off during the trimming process, even if there is a slight shift in the machinery.
- Q: What is the difference between Vector and Raster files?
- A: Vector files (AI, EPS, SVG) are made of mathematical paths and can be scaled to any size (from a business card to a billboard) without losing quality. Raster files (JPG, PNG, TIFF) are made of pixels; if you enlarge them too much, they become “blurry” or pixelated. We always prefer vectors for branding.
- Q: If I provide a photo, can you turn it into a high-end illustration?
- A: Yes! Our creative team can vectorize or stylize your photos to create unique brand assets. This is part of our Premium Design Service, where we transform simple ideas into production-ready artwork.
- Q: Do you offer Print-Only or Design + Print packages?
- A: We are flexible. You can provide your own “Press-Ready” files (we check them for free!), or you can hire us to handle the entire creative process from concept to final installation.
- Q: What is a Bleed and why is it mandatory?
- A: A “bleed” is the extra area (usually 3mm or 0.125″) of your design that goes beyond the final trim size. It ensures that when the paper or material is cut, there are no white edges visible. All professional print files must include a bleed.
All GeePrint shipments are carbon-neutral or use recycled packaging materials whenever possible, aligning your brand with sustainable practices.
- Q: How are large-format prints packaged?
- A: Fine Art papers are rolled in heavy-duty tubes with acid-free tissue. Acrylics and Metals are crated in custom-made wooden or reinforced cardboard boxes with edge protectors.
- Q: Do you ship internationally?
- A: Yes, we ship worldwide via DHL and FedEx. Shipping costs and customs duties are calculated based on the destination and crate dimensions.
- Q: What happens if my order arrives damaged?
- A: Every shipment is insured. If your package arrives damaged, take photos immediately and contact us via the portal. We will fast-track a reprint at no extra cost to you.
- Q: Do you offer White-Label (Blind) Shipping?
- A: Yes, we specialize in Blind Shipping for agencies and designers. Your order will be delivered with no GeePrint branding, invoices, or marketing materials inside the box. It will appear as if the package was sent directly from your studio.
- Q: What happens if a shipment is lost or delayed?
- A: Every shipment handled by GeePrint is fully insured. If a package is confirmed lost by the carrier, we will immediately fast-track a reprint at no additional cost to you. While we cannot control carrier delays (weather, customs, etc.), we will proactively monitor your tracking and assist in any way possible.
- Q: Can I combine multiple projects into one shipment?
- A: To ensure the fastest turnaround and prevent damage, different products (e.g., a heavy Signage board and fragile Fine Art prints) are often produced at specialized facilities and may ship in separate, optimized packaging. You will receive a tracking number for each parcel.
- Q: How do you handle shipping for large-scale or fragile items?
- A: Large-format items like Acrylics, Metal prints, or rigid Signage are crated in custom-built, reinforced boxes or wooden crates. We use double-wall corrugated cardboard and impact-resistant corner protectors to ensure your high-end project arrives in pristine condition.
- Q: How do you handle shipping for large-scale or fragile items?
- A: Large-format items like Acrylics, Metal prints, or rigid Signage are crated in custom-built, reinforced boxes or wooden crates. We use double-wall corrugated cardboard and impact-resistant corner protectors to ensure your high-end project arrives in pristine condition.
- Q: How are fragile items like Acrylic or Metal prints protected?
- A: We use museum-grade packaging standards. Large-format prints are wrapped in acid-free paper, secured with edge protectors, and placed in custom-made reinforced double-wall boxes or wooden crates for maximum rigidity during transit.
- Q: Can I provide my own shipping account or label?
- A: In most cases, we use our own preferred carriers to guarantee the insurance and quality of the delivery. However, for high-volume corporate accounts, we can coordinate shipping using your own FedEx/UPS account. Please contact your account manager in the portal to set this up.
- Q: What is the estimated turnaround time (Production + Shipping)?
- A: Each product line has its own timeline. Typically: Stationery: 3–5 business days. Fine Art & Photo: 5–7 business days. Signage & Apparel: 7–10 business days. Shipping: Depends on your selection (Express vs. Standard) at checkout. You will receive a tracking link the moment the label is created.
- Q: Can I ship one order to multiple addresses?
- A: Yes. If you have a corporate order that needs to be distributed across different branches, please contact us via the Client Portal before production. We can handle split-shipping logistics for an additional handling fee.
- Q: What should I do if my order arrives damaged?
- A: Every shipment is fully insured. If the box arrives damaged, please take photos of the exterior packaging before opening it, and then photos of the product. Send them to us via the portal within 48 hours. We will prioritize a reprint at no extra cost to you.
- Q: What should I do if the box arrives visibly damaged?
- A: Do not open the box yet. First, take clear photos of the damaged exterior and the shipping label. Then, open the box and photograph the internal damage. Send these photos through the Client Portal within 48 hours so we can file an insurance claim and start your replacement project immediately.
- Q: Is a signature required for delivery?
- A: For high-value Fine Art and large Signage orders, a signature is generally required to ensure safe delivery. If you won’t be available, we recommend using the carrier’s app (like FedEx Delivery Manager) to redirect the package to a secure pickup location.
- Q: Do you ship to P.O. Boxes or APO/FPO addresses?
- A: Due to the size and value of our custom prints, we generally require a physical address for courier deliveries (FedEx/DHL/UPS) to ensure a secure hand-off. We do not recommend shipping premium artworks to P.O. Boxes.
- Q: How are international customs and duties handled?
- A: For international orders, the recipient is responsible for any local customs duties or taxes. We provide all necessary commercial invoices to ensure the smoothest possible transition through customs.
- Q: Can I change my shipping address after the order is placed?
- A: You can request a change as long as the order status is not “Shipped.” Please message your account manager in the portal immediately. Once the item has left our facility, address redirects are subject to the carrier’s policies and fees.
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