Help Center

Common problems using Copyworld website.

Although our website is designed for trouble free ordering, sometimes problems arise for different reasons.

The menu on the left is for you to select a option of any problem related to our website usage and other common problems related to graphics design and phone ordering. Please review the menu to select the option that applies best to the problem you're experiencing.

If the problem is not listed please click on the link "more help needed?", the link will display a feedback form. Filling the following help request form, can help other customers in the future. This information goes to our knowledge base and FAQ section to enrich our customers experience, by including all scenarios and unforeseen events when using Copyworldinc's website.

Help can also be provided using our Toll Free Number 1-800-690-COPY.

Product turnaround

Turnaround time will vary based on the product, ranging from one business day to ten business days. We do not offer any same-day turnaround for any product. The specific turnaround for your product will be displayed at the time you add the product to the shopping cart. The turnaround time is based on American business days (Monday through Friday) and does not include weekends or holidays. The turnaround time we display does not include shipping transit time.

The time which your turnaround begins will vary based on when we receive your order and artwork. If an order is placed on Monday-Friday before 5pm PST (8pm EST), the first day of the turnaround will be the next business day. If you place an order after 5pm PST, the order will be treated as if it was placed the next business day. For example, placing an order with a three-day turnaround on Monday at 3pm PST will have the order ready on Thursday. If that same order was placed at 6pm PST (after our cutoff of 5pm), the order will not be ready until Friday.

Orders with a one-day turnaround placed on Friday before 5pm PST will be ready for pickup on Saturday, or will be shipped on Monday. Any order placed after 5pm on Friday will treated as if it was placed on Monday. Please note: the turnaround for your order will not begin until we have received both the artwork and the payment.

Copyworld will be observing the following holidays:

  • Memorial Day
  • Independence Day
  • Thanksgiving Day
  • Christmas Day
  • New Year's Day

Some holidays may land on a weekend, and Copyworld may or may not choose to observe the next business day in place of the holiday. Please check with our store at 1-800-690-2679 for any additional information regarding turnaround or our observed holidays.

Order shipping

Copyworld does the majority of their shipping through UPS, and will ship anywhere within the United States. Through UPS we offer Ground, 3-Day, 2nd Day, and Next Day Air delivery options. While Ground delivery is the most economical, please note that the transit time is not guaranteed by Copyworld or by UPS. If you are concerned about receiving your delivery by a specific date we highly recommend choosing 3-Day, 2nd Day, or Next Day Air options to receive your order in a timely manner, as these options are guaranteed by UPS.

We also offer shipping options with Greyhound and Southwest Freight. These options have a flat handling fee of $16 for us to deliver the product to the carrier. Once at the carrier, it will be placed on the next available bus/plane going to the location that you choose for your collection. Please note that these carriers will charge their own fees for shipping and handling, which must be paid upon collection. With these methods, there is no guarantee on the transit time or the final price for shipping. Once we deliver the product to the carrier it is in their s ystem and we cannot offer assistance in tracking or negotiating.

Order Status

Online Order : The quickest way to do this is by simply logging onto your account. After you login, you will see a button next to "See my Previous Orders". Click on that button, and you will see your order history with an order status for each order.

Phone Order : When you paid via credit card over the phone you were provided a 4-digit order number. Simply call us back at 1-800-690-2679 and ask for the status of your order by providing the order number. Please note that checking the status by calling us may take several minutes to complete, so please be patient.

Changes and cancellations

If you need to change something about your order (artwork, turnaround, quantity, etc.) the best thing to do is to call Copyworld at 1-800-690-2679. Please be sure to have your order number ready for quick service.

You also have the option of cancelling your order. Once you have submitted your order and have received an order number from our system, your card has been successfully charged for the full amount of the order. Any cancellation request will come with a 15% cancellation fee and other fees for color matching proofs, if applicable. If your order is found to be already printed or in the process of being printing, no cancellation can be made. If you are cancelling an order to change artwork or something regarding the order, we recommend not cancelling to avoid the 15% fee. Again, the best way to handle this is to call us and explain the situation and we will determine the best way to handle it.

Order Status

Online Order : The quickest way to do this is by simply logging onto your account. After you login, you will see a button next to "See my Previous Orders". Click on that button, and you will see your order history with an order status for each order.

Phone Order : When you paid via credit card over the phone you were provided a 4-digit order number. Simply call us back at 1-800-690-2679 and ask for the status of your order by providing the order number. Please note that checking the status by calling us may take several minutes to complete, so please be patient.

Changes and cancellations

If you need to change something about your order (artwork, turnaround, quantity, etc.) the best thing to do is to call Copyworld at 1-800-690-2679. Please be sure to have your order number ready for quick service.

You also have the option of cancelling your order. Once you have submitted your order and have received an order number from our system, your card has been successfully charged for the full amount of the order. Any cancellation request will come with a 15% cancellation fee and other fees for color matching proofs, if applicable. If your order is found to be already printed or in the process of being printing, no cancellation can be made. If you are cancelling an order to change artwork or something regarding the order, we recommend not cancelling to avoid the 15% fee. Again, the best way to handle this is to call us and explain the situation and we will determine the best way to handle it.

FLYER FAQ

  • Q : What is the difference between the standard flyers, matte flyers, and short run flyers?
    A : All types of flyers are printed on the same offset press with the same 14pt paper. The standard flyers come in any size with a UV gloss coating on both sides, one business day turnaround, and quantities of 5000 or more. Our short run flyers come with UV gloss coating on both sides, are printed in quantities of 2500, are only available in a 3" x 4" or 4" x 6" size, and have a 3 business day turnaround. Our matte flyers come with no coating at all, are printed in quantities of 5000, are only available in a 4" x 6" size, and are printed once a week every Thursday night for pickup or shipping on Friday.
  • Q : What are your file requirements for printing?
    A : We will accept JPG, TIFF, PDF, and EPS files. We will not accept any other file type. The file must be at the correct size for your order and at a 300 resolution (dpi). So if you order a 4in x 6in flyer, your file must be 4 inches by 6 inches (or larger) at a 300 resolution. We also require a 1/8in bleed on each side for cutting. Will we accept either RGB or CMYK files, but we recommend that your files are CMYK so that you will see more accurate color representation.
  • Q : What is the turnaround for your flyers?
    A : The turnaround time for flyers is 1 business day (for quantities of 5000 or more). You must place your order before 5pm PST in order to have the 1 day turnaround. After 5pm PST we cannot guarantee your order will be ready the next day. Shipping orders will be shipped out the next businessday (excludes Saturday and Sunday). We do not do any printing on the weekend, therefore any orders placed after 5pm Friday evening will not be ready until Tuesday.
  • Q : How much is shipping?
    A : If you look on the bottom right of the flyer page, you can enter the zip code where you are shipping it to find our rates. All our orders are shipped from Berkeley, CA via UPS. Be sure to pick the size and quantity of flyers you want before you enter the zip code, otherwise the shipping rates will be incorrect.
  • Q :How can I check the status of my order?
    A : You can call us anytime during our store hours at 1-800-690-2679 to check your order status. Your order number is mandatory to check the status, we will not be able to lookup your order any other way. You will also need your order number when picking up your order If you need to cancel your order for whatever reason, there will be a 15% charge deducted from your refund amount. This charge is to cover fees issued by VeriSign. Once you cancel your order the funds will appear in your account within 3-5 business days. To cancel an order, please contact us at 1-800-690-2679.

Online Orders

1.- Create your account:

Click on the MY ACCOUNT: LOGIN button at the top of the page, and click the Register Here button. Follow the given directions and fill in the required information. When you are finished you are ready to place an order. Your login will be the email address and password you gave during the registration process.

2.- Select the products

Go to the product page of the item you wish to purchase. Once you have customized the order to your liking, click the "Add to Cart" button. Once the button is placed it will take you to your shopping cart to confirm that the item was added to your order. Each item in your shopping cart has a text box on the left displaying quantity. To add the same item multiple times you can enter the quantity you want and click the "Recalculate" button to update the total amount in the shopping cart. You may also delete items in the shopping cart by clicking the "Delete" button.

3.- Checkout

When you have all the items you wish to order in the shopping cart, simply click the "Shopping Cart" button and then click on the "Checkout" button. If you are not logged into your account, go ahead and do so when the website requests that your login.

Once you are logged in the checkout process will start, beginning with the shipping method. You can choose to ship to your billing address (which was the address given during the registration process), ship to a different address, or have the order for pickup at our Berkeley location.

Once the shipping method is established, it will take you to an Order Confirmation page, where you will see all the items being ordered with the shipping costs, taxes, and final order total. If you have a simple request or comment, you may enter it in the Comment area at the bottom. If everything looks satisfactory, you can click on the "Confirm Order" button, and you will be directed to our secure credit card transaction page.

Once you are on the payment page, you can enter the information of the credit card you wish to use. Our website transactions are done on a secure page encrypted by VeriSign SSL. When your information is entered, click the button at the bottom of the page ONCE. This will send your credit card info to us for immediate charging. If the payment was received successfully, it will direct you to click the "Upload Artwork" button at the bottom right to upload the artwork you wish to print.

The final step is uploading your artwork. Click on the "Browse" button and select the file you wish to use to print. If you are ordering a 2-sided product, please select the front side of your artowk first. Once the file is completely uploaded, it will display a thumbnail on the right-hand side. Below this thumbnail are two buttons: "Approve" or "Delete". If the artwork is correct for your order, click on the "Approve" button, otherwise click the "Delete" button and upload the correct file.

Once you have uploaded the artwork, the order is complete! If you wish, you may look at your invoice by clicking the "Print Invoice" button.

PHONE ORDERS

If our website is undergoing maintenance, you have the option of emailing us your artwork and paying with a credit card over the phone. We have many promotions and sales that are only available on our website, so in order to avoid possible delays or increased charges we STRONGLY suggest you try placing your order directly on our website.

You can place a phone order by first emailing your artwork to artwork@copyworldinc.com . Please wait 5 minutes and then call us Toll-Free at 1-800-690-2679 (COPY) to confirm that we received your artwork. When you call, please have your credit card ready to complete the order.

RESELLERS

If you are a reseller, please download the reseller form here(Click Here). Fill out all the information and fax the completed form to us at (510) 666-1354. Please wait 5 minutes and then call us Toll-Free at 1-800-690-2679 to confirm that we received the fax.

CREDIT CARD PROCESSING ISSUES

Credit card processing on our website should take less than a minute, but when the payment gateway traffic is high, it can take longer. Also, if the credit card used is expired or not authorized, the time can be more than a minute to return the result. Whatever is the case, do not hit the submit button more than once, as this may cause a double charge onto your account. If you are unsure if a charge went through, please call us at 1-800-690-2679 to check if the charge was successful.

Adobe Photoshop

Step 1 : Adjust artwork size to match the size you are ordering

The artwork dimensions should match the dimensions of the product that you are ordering. Be sure the resolution is set to at least 300 DPI (also known as resolution).

In the example above, a customer wishes to order a 4" x 6" flyer, so he has his Photoshop document set to 4" x 6" at a resolution of 300 DPI.

Step 2 : Set the file's color mode to CMYK

All of our printing is done in CMYK, so files should be submitted in CMYK to ensure accurate color values. If you artwork is in RGB, your colors will have to be shifted to CMYK, which will result in certain color changes.

To make your file CMYK, simply go to Image > Mode and choose CMYK Color.

Step 3 : Adjust your artwork for bleed

It is recommended to convert your text to outlines so there is no conflicts with missing fonts during printing. To do this, go to Select > Select All. Once everything is selected, go to Type > Create Outlines. It is a good idea to look over your document to ensure that nothing has changed to the design's layout.

All of our prints are cut with a guillotine cutter, so it is important to adjust your artwork for bleed if you have any print extending to the edge of the paper. We will require at least 1/8" bleed on each edge.

As you can see on the image above, no text, logos, or anything of importance is within that 1/8" area, but the background is still present so that it can be cut off to create that full bleed look.

Step 4 : Flatten Layers

The final work must be flattened before being submitted for printing. On the menu, go to Layers and select "Flatten Image".

Step 5 : Save your artwork

Select > File > Save As..

In the Save As field, type the file name

In the "format" selection box, choose JPG (jpg)

Click Save

Important : Save the "flattened" version with a different name than the layered

file to keep your layers available for any future modification or edits.

Adobe Illustrator

Step 1 : Adjust artwork size to match the size you are ordering

The artwork dimensions should match the dimensions of the product that you are ordering.

In the example above, a customer wishes to order a 2" x 3.5" business card, so he has his Illustrator document set to 2" x 3.5" .

Step 2 : Set the file's color mode to CMYK

All of our printing is done in CMYK, so files should be submitted in CMYK to ensure accurate color values. If you artwork is in RGB, your colors will have to be shifted to CMYK, which will result in certain color changes.

To make your file CMYK, simply go to Image > Mode and choose CMYK Color.

Step 3 : Adjust your artwork for bleed

It is recommended to convert your text to outlines so there is no conflicts with missing fonts during printing. To do this, go to Select > Select All. Once everything is selected, go to Type > Create Outlines. It is a good idea to look over your document to ensure that nothing has changed to the design's layout.

All of our prints are cut with a guillotine cutter, so it is important to adjust your artwork for bleed if you have any print extending to the edge of the paper. We will require at least 1/8" bleed on each edge.

As you can see on the image above, no text, logos, or anything of importance is within that 1/8" area, but the background is still present so that it can be cut off to create that full bleed look.

Step 4 : Convert all text to outlines

It is recommended to convert your text to outlines so there is no conflicts with missing fonts during printing. To do this, go to Select > Select All. Once everything is selected, go to Type > Create Outlines. It is a good idea to look over your document to ensure that nothing has changed to the design's layout.

Step 5 : Save your artwork

Select > File > Save As..

In the Save As field, type the file name

In the "format" selection box, choose PDF (*.PDF)

Under Adobe PDF Presets, select "High Quality Print"

Click Save PDF

Important : Save the "outline" version with a different name than the original

file to keep your original available for any future modification or edits.

Adobe Indesign

Step 1 : Adjust artwork size to match the size you are ordering

The artwork dimensions should match the dimensions of the product that you are ordering. In the example above, a customer wishes to order a 4" x 12" doorhanger, so he has his InDesign document set to 4" x 12".

Step 2 : Adjust your artwork for bleed

All of our prints are cut with a guillotine cutter, so it is important to adjust your artwork for bleed if you have any print extending to the edge of the paper. We will require at least 1/8" bleed on each edge.

As you can see on the image above, no text, logos, or anything of importance is within that 1/8" area, but the background is still present so that it can be cut off to create that full bleed look.

Step 3 : Convert all text to outlines

It is recommended to convert your text to outlines so there is no conflicts with missing fonts during printing. To do this, go to Select > Select All. Once everything is selected, go to Type > Create Outlines. It is a good idea to look over your document to ensure that nothing has changed to the design's layout.

Step 4 : Save your artwork

Select File > Adobe PDF Presets > High Quality Print

In the Name field, type the file name and click Save

Under Adobe PDF presets, make sure "High Quality Print" is selected

Click Export

Important : Save the "outline" version with a different name than the

original file to keep your original available for any future modification or edits

Converting into PDF

The artwork dimensions should match the dimensions of the product that you are ordering. In the example above, a customer wishes to order a 4" x 12" doorhanger, so he has his InDesign document set to 4" x 12".

First off, you will need to download and install CutePDF. Here is the link for the direct download:

Once the download is complete, double click the program to begin the installation. Once the installation is complete, a set of instructions will open in your browser which explains how to use CutePDF. CutePDF requires one other program to work, which is called a PS2PDF converter. You may download and install this from the following link:

Once you have both components installed, you are ready to go! Open the document you wish to convert, and on the menu go to: File>Print. Select the "CutePDF Writer" from the printer name. Once you click okay, it will ask you where you want to save your PDF. Pick a location and click Save. That's it!

It would be a good idea to open your new PDF file to make sure everything looks okay.

Bleed, DPI and Color Mode

BLEEDS

Bleeds are objects that go beyond the defined paper limits for cutting. Suppose you are printing a brochure or any other project that requires an image to be placed in contact with the border of the document, then you will need to use bleeds. The process of cutting a sheet of paper may not be exact; many possible causes of error may cause your job to be trimmed the wrong way. Bleeds give some room for errors, preventing any inconvenience that an inaccurate trimming may cause.

We recommend 1/8" bleed on each edge of the artwork to ensure no errors.

RESOLUTION (DPI)

Resolution, also known as DPI (Dots Per Inch) can be described as the number of dots that fit horizontally and vertically into a one-inch space. Generally, the more dots per inch, the more detail captured and the sharper the resulting image.

For an image to print properly, the image must be at least 300 dots per inch (dpi) at the final output size. If your file is lower than 300 dpi, the extra detail is lost; you cannot simply increase the dpi from a low resolution to a higher one by increasing the DPI in your imaging program. When creating artwork in photoshop, be sure to start your document at 300 dpi or more.

COLOR MODE

Color mode must be in CMYK to ensure color accuracy. If file(s) are submitted using any other color mode, such as RGB or Pantone, the file(s) will be converted to CMYK during production. Conversion from one color standard to another may result in a colors shift or colors dropping out, so be sure to have your artwork in CMYK before you provide us the file for printing.

ARTWORK CHECKLIST

To avoid unnecessary delays and/or additional setup costs, please be sure that all of the following guidelines are met:

  • Size matches the size of the item you are ordering.
  • CMYK color mode
  • 300 DPI or better resolution (Photoshop)
  • Layers are flattened (Photoshop)
  • Text is converted to outlines (Illustrator or InDesign).
  • At least 1/8" on each edge for bleed
  • File saved as jpg, tiff, pdf, or eps

If you have questions regarding file preparation, we can offer limited support for Adobe Photoshop, Illustrator, and InDesign. We cannot offer any support for any other print or design program.

Bleed, DPI and Color Mode

BLEEDS

Bleeds are objects that go beyond the defined paper limits for cutting. Suppose you are printing a brochure or any other project that requires an image to be placed in contact with the border of the document, then you will need to use bleeds. The process of cutting a sheet of paper may not be exact; many possible causes of error may cause your job to be trimmed the wrong way. Bleeds give some room for errors, preventing any inconvenience that an inaccurate trimming may cause.

We recommend 1/8" bleed on each edge of the artwork to ensure no errors.

RESOLUTION (DPI)

Resolution, also known as DPI (Dots Per Inch) can be described as the number of dots that fit horizontally and vertically into a one-inch space. Generally, the more dots per inch, the more detail captured and the sharper the resulting image.

For an image to print properly, the image must be at least 300 dots per inch (dpi) at the final output size. If your file is lower than 300 dpi, the extra detail is lost; you cannot simply increase the dpi from a low resolution to a higher one by increasing the DPI in your imaging program. When creating artwork in photoshop, be sure to start your document at 300 dpi or more.

COLOR MODE

Color mode must be in CMYK to ensure color accuracy. If file(s) are submitted using any other color mode, such as RGB or Pantone, the file(s) will be converted to CMYK during production. Conversion from one color standard to another may result in a colors shift or colors dropping out, so be sure to have your artwork in CMYK before you provide us the file for printing.

ARTWORK CHECKLIST

To avoid unnecessary delays and/or additional setup costs, please be sure that all of the following guidelines are met:

  • Size matches the size of the item you are ordering.
  • CMYK color mode
  • 300 DPI or better resolution (Photoshop)
  • Layers are flattened (Photoshop)
  • Text is converted to outlines (Illustrator or InDesign).
  • At least 1/8" on each edge for bleed
  • File saved as jpg, tiff, pdf, or eps

If you have questions regarding file preparation, we can offer limited support for Adobe Photoshop, Illustrator, and InDesign. We cannot offer any support for any other print or design program.

Online Order File Submission

Online Order File Submission

In order to submit files to print, you must first place an order by going through the checkout process. Uploading your artwork is the last step when placing an order on our website.

When you are at the correct screen to upload, click on the "Browse" button and select the file you wish to use to print. If you are ordering a 2-sided product, please select the front side of your artwork first. Once the file is completely uploaded, it will display a thumbnail on the right-hand side. Below this thumbnail are two buttons: "Approve" or "Delete". If the artwork is correct for your order, click on the "Approve" button, otherwise click the "Delete" button and upload the correct file. Repeat the steps for the back side, if applicable.

Phone Order File Submission

If our website is undergoing maintenance, you have the option of emailing us your artwork and paying with a credit card over the phone. We have many promotions and sales that are only available on our website, so in order to avoid possible delays or increased charges we STRONGLY suggest you try placing your order directly on our website.

You can place a phone order by first emailing your artwork to artwork@copyworldinc.com . Please wait 5 minutes and then call us Toll-Free at 1-800-690-2679 (COPY) to confirm that we received your artwork. When you call, please have your credit card ready to complete the order.

Online Order File Submission

Online Order File Submission

In order to submit files to print, you must first place an order by going through the checkout process. Uploading your artwork is the last step when placing an order on our website.

When you are at the correct screen to upload, click on the "Browse" button and select the file you wish to use to print. If you are ordering a 2-sided product, please select the front side of your artwork first. Once the file is completely uploaded, it will display a thumbnail on the right-hand side. Below this thumbnail are two buttons: "Approve" or "Delete". If the artwork is correct for your order, click on the "Approve" button, otherwise click the "Delete" button and upload the correct file. Repeat the steps for the back side, if applicable.

Phone Order File Submission

If our website is undergoing maintenance, you have the option of emailing us your artwork and paying with a credit card over the phone. We have many promotions and sales that are only available on our website, so in order to avoid possible delays or increased charges we STRONGLY suggest you try placing your order directly on our website.

You can place a phone order by first emailing your artwork to artwork@copyworldinc.com . Please wait 5 minutes and then call us Toll-Free at 1-800-690-2679 (COPY) to confirm that we received your artwork. When you call, please have your credit card ready to complete the order.

File Submission Issues

My files are uploading slowly.

There are several situations where you can have a slow upload speed, the main reason being your connection speed. DSL and other high speed internet connections are recommended. If you submit very large files using dialup, the page may timeout, thinking it has lost connection. Other traffic on your network can also affect your upload speed.

If you having difficulties, please call us at 1-800-690-2679 (please have your order number ready when you call). We may be able to offer an alternative to uploading on our website that may work better.

How do I know you have received my files?

When you upload artwork for your order, the website will automatically generate a thumbnail of the uploaded artwork. If you are concerned about the artwork being uploaded correctly, you can request an email proof by calling us at 1-800-690-2679 (please have your order number ready when you call). Once you request the proof we will email you a low resolution sample of the artwork we have.

I can't preview the file I've uploaded

There are several reasons to cause preview to fail, the most common being corrupted files. If your file was submitted but lost data or got corrupted during the upload it will be corrupt and cannot be view. If this is the case, please click the "Delete" button below the preview and try the upload again. If this happens multiple times, it could be an issue with the file itself. Try re-saving the artwork from the program you designed it in, and upload the new file.

If neither of those solutions work, please contact us at 1-800-690-2679 to see if your artwork was received on our end (please have your order number ready when you call).

My preview is incomplete or missing parts of my design

The most common reason for seeing this issue is when you upload artwork with multiple layers, most commonly a PDF file. The preview window can't tell which graphics to display when there are multiple layers. This does not mean your artwork is corrupted, so the best way to confirm we have the complete file is to call us at 1-800-690-2679 so we can confirm that we received the full artwork (please have your order number ready when you call).

How long do you store my artwork?

Due to the large volume of orders we receive, we cannot keep an archive of all the artwork we collect. Your files will be kept on our servers for 15 days after your submit the order. After the 15 days they will be automatically deleted and an "artwork expired" thumbnail will display on the invoice for your order.