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FAQs
Retail Site FAQs
Billing
Q: Will I be charged sales tax?
A: Sales Tax is automatically collected on all orders unless a Sales and Use Tax Exemption Certificate has been submitted to this site for your account. If your school qualifies for Tax Exempt status and you have not yet filed a Tax Exemption Certificate with this site, please provide an electronic copy of your school’s Certificate, listing “The Occasions Group” as a vendor and including school name and tax exemption number, then send via email to support@schoolprintshop.lifetouch.com.
Q: What will appear on my credit card statement?
A: Your order will appear on your credit card statement as “LT PrintShop by TOG”.
Q: What payment methods does this site accept?
A: We accept MasterCard, Visa, American Express and Discover.
Shipping
Q: When will my order arrive?
A: Delivery times can vary by product, based on production time and the method of delivery chosen at the time of checkout. See product description for estimated production time. All products ship by UPS Ground unless otherwise specified at the time of order.
Q: How can I get my order faster?
A: To save schools money, UPS Ground is the default shipping method, but faster shipping options are also available. Please refer to this Shipping Table for shipping options, including next-day delivery. Please note that shipping time is actual transit time, and should be considered in addition to production days.
Q: How can I track my order?
A: Once your order has left the production facility, a shipping confirmation will be sent to the email address provided when the order was placed. The confirmation email will include a tracking number for the shipped order. If you have a Lifetouch Printshop account, you can also check your order status at any time by logging into My Account and clicking on Order History. Click on the order number to see details and tracking info (available after it ships). Depending on the shipping speed you chose, it may take 24 hours for your tracking number to return any information.
Q: Do you ship internationally?
A: Lifetouch School PrintShop ships within the United States only. For international orders, please contact your Lifetouch representative.
Returns/Exchanges/Quality
Q: What if something is wrong with my order?
A: We do our best to make sure every item is printed exactly as ordered. However, if we made a mistake printing or fulfilling your order, contact Printshop Customer Service and we will work with you to reach 100% satisfaction.
Q: Can I return my order?
A: Due to the nature of custom print, returns are not allowed. If there is a problem with your order, please contact the Printshop Customer Service Team by phone, email or online chat. One of our specialists will help you resolve any issue you may have.
Q: How do I change or cancel an order after it’s been placed?
A: We offer a fast turnaround on all products, which means orders are sent to production almost immediately after being placed. Please contact the Printshop Customer Service Team as soon as possible to discuss what we can do to adjust your order.
Products
Q: If I provide custom artwork, like my school logo or other custom art files, what specifications do you recommend?
A: We recommend the following basic specifications:
Provide art in print-ready PDF or Vector file format
Minimum resolution of 300 dpi
Color set to CMYK for best quality
Vector format artwork always produces the best quality
Full color artwork should include a 1/8” bleed on all four sides
Keep text at least 1/8” from the edge of print area
Product Specific Questions
Banners
Q: How many grommets will be on my banner?
A: Grommet variance depends on banner size and material. Typically, grommets are placed every 2 feet.
Certificates
Q: Can I change the color of the templates when building my certificate?
A: Yes, you can change the color using the color swatch tool in the product configurator.
Door Hangers
Q: What type of material is the door hanger made of?
A: The door hanger is made of a heavy card stock that is durable enough to use over and over again.
Business Cards
Q: Can I change the color of the templates when building my business cards?
A: Yes, you can change the color using the color swatch tool in the product configurator.
Brochures
Q: Will the brochures be folded when they are shipped?
A: Yes, the brochures will be pre-folded before they ship to you.
Visitor Stickers
Q: Are the stickers repositionable?
A: No, we recommend using these stickers once.
Folders
Q: Are the pockets considered inside printing?
A: No, the front, back and front of both pockets are considered the same side for printing.
Q: What is your most popular paper?
A: White Semi-Goss Coated 1 Sided 12 point.