FAQ

 

File Types

Acceptable file types.

In order to avoid print errors due to unsupported file types, all files must be submitted in one of the following file types; EPS, PDF, JPG, or PNGPDF files created in Corel are NOT supported due to color shifting. Urban House is not responsible for poor print quality due to low resolution images. We recommend a minimum of 300dpi.

Shipping & Turnaround

What are the standard turnaround times?

Turnaround times vary from product to product but for offset products the average is about 3-5 business days. More complex products such as pocket folders, envelopes, or custom order products may take as long as 7-10 business days.   The turnaround time for wide format products is 24 to 72 hours.

Can I get my prints rush ordered?

Yes. However, this is not available through our website at this time. Contact us if you need a product rush ordered. Rush service may not be available on all products.

What shipping method is used?

Most items are shipped UPS Ground. Wide format prints may be sent UPS, USPS, FedEx or delivered (if ordered locally). We do not currently offer rush shipping on our website. If you would like your prints rush shipped please contact us for a custom quote.

Cancellation & Returns

Can I return my prints?

No. As outlined in our terms of service, all sales are final. Returns will only be considered if Urban House LLC is at fault for a printing error in which case a reprint will be sent to you. No refunds will be given except in the rare case that a product is discontinued or unavailable after an order has already been placed. Since prints may not be re-used, re-sold, or changed after printing, all sales are final.

Can I cancel or change an order that I have just placed?

Not usually. To ensure timely turnarounds, print jobs are put into production fairly quickly after the order is recieved. Once a job has been put into production it may not be cancelled or changed. The job status posted on our website may be delayed up to 8 hours and therefore should not be relied upon as an up to the minute status of your job. Contact us for a more accurate status on your order and to find out if it may be cancelled or changed.

File Setup

Setting up your files for offset print.

For common print products we recommend using our templates to set up your artwork. If a template is not available for the size or shape of product that you are ordering, your file should be 1/8” larger than the finished product all the way around. This extra space is the bleed area and will be cut off after printing. Any text or graphics that are not intended to bleed off of the edge should be kept 1/8” from the cut line (1/4” from the edge of the file) to avoid being accidentally cut off.

 

For EPS and PDF files all fonts must be outlined and all images must be embedded. Files are not checked for missing fonts or linked images prior to being printed. Urban House will not be responsible for errors due to improper file setup.  Products that require a front and back side should consist of two separate files. Files that contain the front and back on the same file will not be accepted.

 

Avoiding color issues.

All PMS colors should be converted to process colors, and all files should be converted to CMYK mode. PMS colors may cause unexpected transparency issues and RGB files will color shift when printed.

 

Solid black (C=0, M=0, Y=0, K=100) backgrounds are not recommended as the black will turn out dark grey. For the best results, and a deep rich looking black, we recommend that you use rich black (C=60, M=40, Y=40, K=100).

 

For offset products, printing a heavily saturated color over a fold, score line, perforation, or off the edge of a product may result in light cracking of the ink. To prevent cracking durring the cutting process, always use rich black rather than solid black on areas that bleed off the edge.

 

It is important to remember that most computer monitors and/or other viewing devices are not calibrated to reproduce accurate representations of print colors. The color on your printed product will ALWAYS be slightly different from the way it looked on the screen.

 

For wide format print products, PMS colors are achievable. However, colors may vary from material to material due to the difference in the materials white point. It is recommended that you set up/order a small swatch sheet on the material that you intend to print on prior to ordering the finished product so that you may compare output colors and adjust accordingly.

 

Setting up your files Spot UV.

To create a spot UV mask; set up a separate file with a blank white background. Create your Spot UV Mask using ONLY flat black (C:0 M:0 Y:0 K:100). The only two colors contained in your UV Mask file should be pure white and flat black. The white area will be matte, and the flat black area will be coated with UV varnish on the finished print. As always, all text and strokes should be outlined to prevent any unforseen print errors. It is important to make sure that your UV masks align to your print file correctly before submitting. Laying a spot UV mask over very thin detailed line work or small text should be avoided as the exceptable margin of error for the Spot UV coating is up to 1/16″.

 

spotuv

Setting up your files for wide format print.

EPS or PDF files are recommended for wide format jobs as they allow for much higher quality at a much smaller file size. It is recommended that you set up your file the actual size that they are intended to be printed.

Setting up a contour cut print.

In adobe Illustrator, create a new swatch named “CutContour”, and set it as a Spot Color.

 

Create an enclosed path around the item that you want cut out. The blade will travel along this path. This path will not print so there is no need to hide it behind your layers.

 

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The printer must back-feed the print after the printing process in order to cut the vinyl. Since the cutting is accomplished in a separate step there is a margin of error for the cut line. The margin of error is about 1/8” per foot (if the print is 3’ then the cut may be as much as 3/8” off of the intended cut line). Therefore, the cut line should be slightly offset from the image to allow for the margin of error. If you want the color to bleed off the edge of the cut then you must extend (bleed) the color area at least 1/4” beyond the cut path. If your file has any compound paths the cutline will not work properly. Setting a file up for contour cutting is quite complicated, and can go wrong very easily. If you are unsure about how to do it correctly just contact us, we can set it up for you (a small fee may apply).

Wide Format

Why are wide format prints charged by the linear foot, and how does it work?

Charging by the linear foot for wide format prints allows us to offer the lowest possible price for wide format prints by making the most of the material and minimizing waste. Each wide format product has a maximum width listed on that product’s page. If the length of your print is less than or equal to the maximum width of the material, then you only have to pay for the height of your print because it can be turned sideways to use up less material (round up to the nearest foot).

 

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If your print length exceeds the width of the material, then you must order the entire length (round up to the nearest foot).

 

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Multiple prints may be tilled on the same order for great savings. However, the entire print order MUST be on the same file.

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We recommend leaving at least 1” between items that are placed on the same print. Prints containing more than 1 item may be split apart into the individual elements for shipping.

 

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Design

Do you do custom print jobs?

Yes. For ease of navigation we put the most common products on our website. However, we are a full service print shop capable of creating or reproducing almost anything including custom size prints, custom sizes, spot UV prints, silk laminated prints, foil and metallic ink prints, and much more. If something that you need is not on the website simply contact us for a custom quote.

Do you do design work?

Yes. If you need a professional look and are not quite sure how to get your ideas onto paper contact us. We can design a simple sleek business card, a complete corporate identity and everything in between.

Wholesale

Do you offer wholesale pricing?

Yes. We offer huge discounts on all of our products to our wholesale partners to help them maximize profitability and offer a great product to their customers. In order for us to offer enormous discounts, file proofing, and wide format finishing options are not available to our wholesale account holders. Files received from wholesale account holders will be assumed to be correctly set up, and will be sent directly to print. Our file preparation requirements are industry standard, so anyone with printing experience, or experience in designing for print should be right at home. Instructions for file preparation are available here, and as always, help is here if you have a question that is not covered on our website… Just contact us if you are unsure.

How do I get wholesale pricing?

In order to qualify for wholesale pricing you must be a printer, sign maker, print broker, graphic designer, or any other professional that purchases print products for the purposes of resale. If you fit this criteria you must email a copy of your resale certificate to us at:webmaster@urbanhousestudio.com or you may fax it to us at: 1-866-908-4249. Once we have verified your reseller status your account will be updated and you will receive huge discounts on all of the products on our website and will no longer be subject to sales tax.

Cats

Can you print a picture of my cat?

Yes.

Privacy Policy

Privacy Policy

This privacy policy sets out how Urban House LLC uses and protects any information that you give Urban House LLC when you use this website. Urban House LLC is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Urban House LLC may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

For the exhaustive list of cookies we collect see the List of cookies we collect section.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at orders@uhprint.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to PO Box 7182 North Port, FL 34290.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

List of cookies we collect

The table below lists the cookies we collect and what information they store.

COOKIE NAME COOKIE DESCRIPTION
CART The association with your shopping cart.
CATEGORY_INFO Stores the category info on the page, that allows to display pages more quickly.
COMPARE The items that you have in the Compare Products list.
CURRENCY Your preferred currency
CUSTOMER An encrypted version of your customer id with the store.
CUSTOMER_AUTH An indicator if you are currently logged into the store.
CUSTOMER_INFO An encrypted version of the customer group you belong to.
CUSTOMER_SEGMENT_IDS Stores the Customer Segment ID
EXTERNAL_NO_CACHE A flag, which indicates whether caching is disabled or not.
FRONTEND You sesssion ID on the server.
GUEST-VIEW Allows guests to edit their orders.
LAST_CATEGORY The last category you visited.
LAST_PRODUCT The most recent product you have viewed.
NEWMESSAGE Indicates whether a new message has been received.
NO_CACHE Indicates whether it is allowed to use cache.
PERSISTENT_SHOPPING_CART A link to information about your cart and viewing history if you have asked the site.
POLL The ID of any polls you have recently voted in.
POLLN Information on what polls you have voted on.
RECENTLYCOMPARED The items that you have recently compared.
STF Information on products you have emailed to friends.
STORE The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE Indicates whether a customer allowed to use cookies.
VIEWED_PRODUCT_IDS The products that you have recently viewed.
WISHLIST An encrypted list of products added to your Wishlist.
WISHLIST_CNT The number of items in your Wishlist.

 

Terms Of Use

TERMS OF USE:

 

By submitting files to Urban House LLC for print you certify that you are the owner and/or creator of the file and all of it’s contents, or that you are authorized to use te imagery submitted for print.
By using the Urban House website and/or by ordering products or services from Urban House LLC you agree to all of the terms and conditions outlined on this website. Payments are due upon placement of the order before the print(s) go into production. By ordering you agree to pay the full amount before receiving your order. By paying with a credit card or PayPal you certify that you are an authorized user of the card or account used, and you authorize Urban House LLC to charge this card/account for your purchases that you make from Urban House LLC via Website, E-mail, or by phone. All sales are final, and cannot be cancelled once printing has begun. Urban House LLC will not refund any purchase once the print has gone into production.

Urban House LLC will not be held responsible for print defects due to improper file setup or poor file quality. As the provider of the printed file you are solely responsible for the quality/color of the finished product. Urban House LLC will not alter files in order to correct a mistake or improve the color output unless instructed to do so by the customer (not available for wholesale customers). If you request for Urban House LLC to alter or create your print file additional charges will apply. Once a proof has been approved for print no further changes can be made to the file. Digital files should not be considered an accurate representation of the final color output of the printed product as most computer screens and other viewing devices are not calibrated to accurately reproduce print colors. Urban House LLC will not be held responsible for minor color shifts in prints. We reserve the right to use our own discretion in determining weather or not a print defect and/or color defect is within an acceptable margin of error, and if a re-print is necessary.

 

Design online templates are viewed in RGB mode but printed in CMYK mode. Slight color shifts may occur and colors displayed on a computer monitor are never an accurate representation of how the the colors will appear on the final printed product. Urban House LLC is not responsible, and cannot control minor color shifts in design online templates as colors appear differently from one user’s monitor to the next. Also, Urban House LLC does not guarantee an exact color match from one print run to the next.

 

CONFIDENTIALITY:

Urban House LLC will never approach or solicit to any of your customers or leads that we receive print files for. Urban House LLC does not disclose the identity of its wholesale account holders.

DELIVERY:

A delivery surcharge of $5 will apply. Wide Format Prints are usually shipped within 24 to 48 hours. If the print submitted will require more time for any reason you will be contacted before the print goes into production. If the print(s) are to be delivered to the Sarasota, Manatee, or Charlotte County area, Urban House LLC may deliver the print products personally. If a delivery attempt is made during business hours and nobody is available to accept the print, a second delivery attempt will be made within 72 hours.

Turnaround times listed are only estimates and should not be considered a guarantee.

Prices are subject to change without notice.

Contact Urban House LLC at (941) – 227 – 7446

or by fax at 1-866-908-4249

 

Thank you for visiting us and we look forward to providing you with quality print products at unbeatably low prices.