We here at Creation Station attempt to be as transparent and upfront about all expectations so you have a wonderful experience with our company and return back for more products and services in the future. Our return and printing policies are very easy to read, don’t contain any legal jargon, and are very upfront about the services we can provide. If these terms aren’t agreeable to you, please give us a call, tell us about your product or service needs, and we can point you in the right direction. While we have very few unsatisfied customers, we always strive to help in any way we can, and always handle complaints with the utmost respect. Listed below are a few things we want to make completely clear and have found these would be the main issues with you needing to return items and thus, we felt it necessary to create this page.
1. How long after I have received my prints can I request a refund or reprint if something was wrong?
Our return policy is 10 business days from order delivery date on all items that fit our discretionary return policy. What this means to you is that once you have received your order you will want to inspect your items immediately, and within 10 business days contact us to report a problem. You can fill out a trouble ticket located below. Feel free to contact us by phone to discuss any problems to see where you stand, but ultimately you will need to fill this ticket out before a final decision can be made.
2. Do ya’ll provide exact color matching services?
Unfortunately because all monitors, phone screens, tablets, and other viewing devices are different, what you see on your screen and what we see on ours could vary quite a bit. We attempt to get as close to all colors as possible, but because of these variations in technology we explicitly state we do not provide exact color matching and what you see on your screen may vary from what is actually printed.
3. Why do your colors not match another print job I received from another printer?
Because of differences in printing technology, inks, papers, and pre-press file preparation, no printer will produce the same colors exactly as another printer. Slight color variations will occur from print shop to print shop which is what makes it so important to find a print, design, and marketing provider you can trust.
4. The Fonts on my prints have shifted slightly. What happened?
All design files must have all fonts “outlined” when submitting them to any online or commercial printer. This action is done during the creation of your art file in the design program of your choice. When designing your file in a design program, you are using fonts that your computer may have access to, but other computers may not have these fonts accessible to them. For example, designers may actually purchase special fonts online or from other designers, and if that font is used and not outlined, the next computer program to open your file may automatically shift that font to something that it has access to. Many times this happens without warnings or errors, and isn’t always caught on an “automatic” basis. While we strive to catch these issues, it is not a service we can guarantee and thus, reprints and refunds cannot be given due to files being submitted with fonts that have not been outlined.
5. Do ya’ll spell check my items?
The Creation Station team is derived of graphic designers and marketing experts and we make every attempt to go over files to ensure proper setup and layout, however, we cannot go through all your text and content and thus all spelling errors are your responsibility to catch during the proofing process. Spelling errors are not a reason for a free reprint, however we give a 30% discount on all items that you would need to replace due to an error on file preparation or proofing on your end as long as the order is the exactly the same as the order in question. Making changes to coatings, quantities, and other variants would cause a new order to be created and no discounts would be given. This discount cannot be applied to future orders.
6. I’m a perfectionist and every item on my order has to be perfect and blemish free. Is this something you can handle?
While every effort is made to give you a perfect product without freckles, blemishes, or marks of any kind, unfortunately due to physics, variations in atmosphere (dust particles, table dust etc..), paper manufacturing, shipping and receiving, and dents and dimples on media rolls, each and every product might have tiny blemishes that might be detectable and thus, we cannot guarantee a “perfect print” – ever. This would require a clean room, a dust and particle free environment, and us manufacturing our own paper and ink in house.
7. How does free delivery work? Does it include all items, all the time, in all cities everywhere?
We have a production facility in Austin TX and Dallas TX. Depending on what items you order will depend on what facility creates the items for you. We offer free delivery on all order over $100.00. We use UPS as our delivery service and this includes ground shipping only. To most cities in Texas this is usually a 1 day ground shipment time. While every effort is made to get you your items within that 1 day delivery period, at times ground UPS shipments to encounter delays (usually 1 day or so) and thus, we cannot 100% guarantee a 1 day delivery on your items as once they leave our office, the delivery is completely out of our control. You assume these risks when choosing the free delivery option. If you absolutely have a hard deadline and need the peace of mind that your items will arrive at a scheduled delivery date, we recommend using next day air service to get your items to you. This guarantees that your items will arrive on time no matter what (other than severe weather delays or the shipping agent losing your items).
8. What if I need to cancel an order once it’s been placed?
Orders can be canceled at any time until they go into production. Once proofs are approved and your order goes into production, your order can no longer be canceled. Any order where proofs have been processed and sent, a 10% administration fee will be taken from the order total if an order is canceled once the proofing process begins (prior to going into production). An order is not exempt just because you have issues with your artwork or have files that are not print ready or will print poorly. If proofs are sent by Creation Station and the order needs to be canceled for any reason, the order would be subject to this fee. Basically, be ready to place an order with print ready files and if you are unsure about your artwork, call in and speak to a designer.
9. How does turnaround times on my items work?
Turnaround times do not begin until PROOFS ARE APPROVED. Once proofs are approved, each item has a turnaround time that you choose during order processing. Depending on the time proofs are approved will depend on when your first day of production will begin. Just because an order is placed, does not mean turnaround time begins. You must approve your proofs before turnaround time on your items begin. It is imperative that you approve proofs in a timely manner and delaying this process will push your production deadline out, which will in turn cause delays in processing your order. We are not open on weekends, and these days do not count as order processing or production days. Artwork issues also fall into this category. If artwork submitted will not print correctly or will print poorly, this will delay the proofing process and our ability to send proofs. Creation Station does not send proofs unless your artwork will print correctly. Submitting artwork incorrectly delays the proofing process, which in turn will delay the printing turnaround time of your items.
10. If I don’t read this web page that is available on every communication sent from the Creation Station team, on my confirmation pages, and on all auto correspondences, does that mean I’m not liable to follow these guidelines?
Setting expectations with our clients is our number 1 priority. By setting expectations you can make an informed decision as a consumer on whether or not our products and services will suit your needs. We would rather you get the product you need or desire or point you to a company we’ve worked with that can, rather than just “take your order and hope for the best”. These guidelines hopefully set those expectations accordingly and you can make an informed decision on whether you want to move forward with your order. We are unable to read these to everyone who calls in, which is why this page is in place.