CitrusPressCo's Shop Policies
You will find answers to a number of your questions here. Please have a read before committing to work with me. I have also taken the time to outline a few Q's&A's towards the end - very useful for print and digital PDF design enquiries.
I work hard to provide excellent customer service, a speedy response to questions and a high quality handmade product. Please do not hesitate to contact me concerning the ordering process or anything else you'd like to discuss!
CURRENT TIMING: Allow 3 weeks, starting with the time of your paid cutom listing (or when wording is supplied). If we work quickly with one another, and there are few number of revisions, it can be done more quickly. Please have your wording, colors and any details ready for me in a WORD document or neatly placed in an email to hello [!at] citrus-press.com
CONVOS: Please feel free to send me convos or emails and I will respond as quickly as I can. During peak season it may take me a couple of business days to get back to you. But I will reply, promise!
At this time I am only accepting paypal and cheques. Payment in full is expected before any print work begins. If you're reordering, I may take into account a discount at a request of a postdated cheque. Please convo with me regarding this process.
Upon receiving payment and final proofs are okayed and printing begins, I cannot make any changes to your invitations unless you are willing to cover the cost to have them reprinted.
Turnaround time for wedding invitation is *2-3 weeks from final payment date until shipment date (2-3 weeks does not include your shipping time). I may turnaround small orders quicker, all depending on having supplies at hand. Turnaround time for shower invites, save-the-dates, rehearsal invites is 2 weeks from final payment date until shipment date. I may need to charge more if it is a rush order, again, depending on supplies I may need to order and charge back faster shipping methods back onto my clients. So, when possible please try to give yourself plenty of time before ordering.
*Please make payment within 7 days of posting. If not payed I will take the posting down and you will lose your spot. My customers are on a first come first serve basis unless arranged otherwise.
*During peak season it could be 2-4 weeks, please allow as much time as possible for printing and shipping. Please book a time slot with me to secure your invites will get to you in a timely manner.
SHIPPING DIGITAL FILES
Digital files, of course, are free.
Delivery confirmation number is provided with every order (if possible) .If you are interested in purchasing insurance, please contact me before checkout so I can adjust your shipping rates. Fedex is my preferred delivery method, I can do USPS as well, and can also get tracking and insurance, you will need to specify. Please let me know which you prefer.
Turnaround time varies, but most orders will be shipped within an agreed time frame. Again, depending on speed of delivery and urgency. During peak season please allow more time. My quotes will be for ground shipping, if you need a faster service please specify. 2-3 (to a week USPS Priority) Days in US, 7-10 business days to the rest of the world, but customs may hold shipment so give yourself plenty of time.
Samples will be shipped within 5 business days of payment. All samples are shipped through USPS unless another shipping service is requested. I will not be responsible for lost mail. If you have not received anything in a 5-10 day window please notify me so that I can resend you it again.
I do not provide refunds for lost or stolen packages. Please verify that your shipping address is correct before making a purchase! I use the address that Etsy provides me, NOT PAYPAL. This is the address I will ship your items to unless otherwise notified in advance.
*** I cannot guarantee shipping times and cannot offer refunds for damaged or lost packages, purchasing insurance is recommended, please ask us to include this coverage with your shipping fee ***
Refunds and Exchanges
I really want you to be happy with what you've ordered, and I will work my hardest to make sure that you are satisfied with it. You are ordering both a design service and a product, so I cannot offer refunds on any of my work. I do recommend that you order a sample. A copy of your sample is kept with me on record to make sure that when your order is placed that your invitations are reflective of your sample, so that there are no hidden surprises.
I MAY offer a reprint on a case by case basis only. If for some reason you are unsatisfied with your purchase, please contact me so I can make your shopping experience as pleasant as possible.
CANCELLING A PRINTED ORDER
If you need to cancel an order and I've already printed it and had it cut, I cannot refund your money. I can however only refund your shipping payment, as I have not completed that part of the order.
CANCELLING A PDF ORDER
If you need to cancel an order and I've already started on it, I cannot refund your money. Depending on the timings I may be able to or not. However once started it is non refundable. If you need to cancel please get in touch ASAP.
If for any reason you need to cancel any order, please notify me as soon as possible and we can see at what stage the order is in. I cannot guarantee a full refund.
Additional Policies and FAQs
MINIMUM ORDER QUANTITY
I require a minimum order of 40 invitation sets. After that, you can order as many as you'd like in counts of 10s only. I will also take an order if the set is under 40 but meets a minimum of $50, not including shipping.
I am not held responsible for any typo's. Please double check all your text, including the names of your venue's and their details before suppyling the information to me. Having your text correct and finished will help speed the process along and you'll have your order much faster. Also please double check all email proofs. Once the item is printed - I will have to charge for any re-runs.
ORDERING MORE ENVELOPES
Please remember if you're hand-writing your envelopes it's good practice to order more than you may need. Envelopes are available in quantity's of 10's only.
Q: Do you offer return address printing?
A: Yes. The cost is .50 - $.75 cents per envelope
Q: I would like envelope liners and different color envelopes, do you provide them?
A: Yes, I am happy to supply them as part of the final look. As long as there is time to place the order I can supply which ever colors I have available to me through my suppliers.
Q: Can you use thicker paper?
A: I use 105lb metallic Pearl or Crystal Ivory paper, and I use 105lb Neeneh Crest paper white and natural - not an ivory but an off-white. Both papers are a lovely weight - I recommend ordering a sample to see for yourself.
Q: Can you create other invitations out of an existing design in your shop?
A: Yes. Any design you see in my shop can be formatted into a wedding invitation, save-the-date, menu, bridle shower, baby shower etc.
Q: The color is a little off from your sample or visual?
A: I strive to make sure my colors are 99-100%% accurate to samples or visuals. I use the same ink suppliers and paper suppliers to keep consistency and quality at it's best. However please keep in mind that there could be color shifting. Sometimes it's due to using different weights of paper. The lighter the paper the more the ink will saturate it. Also, my printers may change inks without notifying me. If I feel that a print job is not up to my standard I do reject it, and have them reprint it. But be aware that colors may 'slightly' shift. I would never send out an order that I didn't think was of good standards and I would notify you with this info and let you know to expect a slight delay.
Q: What is included in my order?
A: Your order includes your initial proofs (digital via etsy or email) where you can make minor edits to colors or wording. Your order covers 2 free changes changes after your initial proof. Further changes will be charged $15 for each round after that. If the design requires a full redesign of layout of introduction of new elements, new information and layout there will be a $75 flat fee charge.
Q: Do you sell editable digital files, and if so, how much do they cost?
A: No, I do not sell fully editable digital files or parts of my designs. I do offer my designs in PDF formats for your printing use. If you really need an editable file, I can sell the artwork flattened and you can place text in the blank areas. But I cannot sell my vector files. Please contact me for more details.
Q: What are bleeds and crops on the digital files?
A: Bleeds is where the image goes beyond your cutting area. If you have images that are at the edge of your invite you need to have it bleed so that you have a clean edge after you cut it. Crops are the lines, like guides, that you should line up and cut your final design.
Q: How should I cut my digital file after I print it?
A: I highly recommend that you either get a decent cutter from a craft store, I prefer to use a steel ruler and Xacto knife - like a scalpel and using a cutting mat. I DO NOT RECOMMEND THAT YOU HAND CUT YOUR INVITES WITH SCISSORS.
Q: Where can I take my digital files?
A: I am not endorsing these places as you should do some leg work and see which place is best for you but places 'like Kinkos, Staples' are always good.
Q: Should I just print all my work at once when I get my final artwork?
A: No, please run a few tests when you go to your outsourced printer. Make sure you are happy before you print the final quantities.
Q: Can you custom design an invite for me?
A: Yes, I love to custom design and personalize stationery - that's what I do! Please convo with me your needs, the amount of designs you require ie, invite, rsvp, envelopes, menus etc... and I can give you an estimate of DESIGN COST. Once we're agreed I am happy to sell you the work in PDF format for you to print, or I can give you a quote on printing provided from me.
Q: Do your invites come assembled?
A: No, this helps keeps costs down. Everything is packaged well and shipped with care. I can assemble but I will charge according to size of order. Please enquire.
Q: Do you spell check?
A: I don't typically unless I catch it. It's hard to judge names of places and people so I need to rely on my clients to spell check their own text and grammar.
Q: Can you make changes once an order is closed/ filled/ shipped?
A: I cannot make any changes if materials have been printed. New updated versions will have to be designed and billed out correctly. If a PDF order is filled and closed 'shipped' changes can be made, but billed accordingly.
Last Updated May 1, 2015