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FAQ

Order

Where can I upload my artwork or logo?

On the product order form. When you select the option to upload a logo and/or artwork, an upload button will appear. Alternatively, you can e-mail it later directly to the Comtix team member in charge of your project.

Is what I put on the Order Form final?

No. The details you give us thru the order form serves as a guideline for creating the proof of your order. If you want to change or update a detail, please notify us at your earliest convenience by speaking with a team member or by sending us an e-mail in response to receiving the proof. Your order will not be printed nor will you be charged until you approve the proof.

Is there a minimum order quantity?

None! Pretty neat, huh? We, however, have pricing minimums. For instance, our pricing for admission tickets would be the same if you printed 1-250 pcs. You can view appropriate pricing tables on each product page.

How can I get a quote for a print project?

You can simply fill out our contact form or fill out a product order form and continue to check out. Note that you will not be charged until you approve the final print. A team member will get in touch with you ASAP to discuss and quote your project.

I have special instructions for my order. Where can I write them?

When you fill out the product order form, you will see a “special instructions” box. Please type in your requests and/or questions there.

I’m a repeat customer. May I use the logo or artwork that I’ve submitted in the past?

Sure! We store your files for as long as we can so we can make the process easier for repeat customers.

Printing

Can my tickets/wristbands have a barcode printed on them?

Yes, barcodes can be printed on tickets and even wristbands. You have to specify that you’d like a barcode printed when you fill out the order form (under “special instructions”). After you submit your order, a team member will discuss with you the type of barcode system & how the database will be set up when they contact you to confirm your order.

Do you offer custom perforations and die cutting?

Unfortunately, not at this time.

Are your wristbands waterproof?

Yes! Our Tyvek and litter-free Tyvek wristbands have been tested to withstand wet environments. Our plastic, tabbed wristbands and silicone wristbands are all waterproof.

What if I don’t have a design ready for my print projects?

We can help you with that! We offer free graphic design consultation and discounted custom artwork creation to our customers. E-mail us your idea today.

What are the security features printed on your tickets?

Each one of our custom admission tickets has four security features including UV hidden images, a coin-reactive scratch off coating, white on white anti-fraud images and micro-printing.

Delivery

When can I expect to hear from Comtix regarding my order?

A team member will be in contact with you within one business day to confirm your order.

When will I receive my order?

This varies upon the customization and volume of your order. Generally, custom tickets and wristbands will take 2-3 business days while large format print and stationery can take 7-10 business days to complete. Shipping time will vary depending on your location; anywhere from 1-5 business days.

May I pick up my order?

Of course! You may pick up your order at our Toronto office, Monday to Friday, from 9am to 5:30 PM except on statutory holidays.

When can I pick up my order?

Ideally, you can pick up your order within office hours (M-F, 9am to 5:30PM). However, if you are unavailable during those times, after hours pick-up may be arranged using a lock box and combination that a team member will provide to you.

Is it possible to run into delays?

We ship our products using 3rd party courier services. Although this rarely ever happens, there may be courier delays that can occur due to weather, truck and flight delays, misplaced packages, etc. Because ComTix does not control these 3rd party services, we do not take responsibility for delivery delays. As such, if an order arrives later than expected because of delivery service delays, ComTix will not reimburse our customers for their orders.

Do you have same-day production services?

Yes. To qualify, you must complete and approve your order by 10:30 AM.

Do you have next-day courier services?

Yes. For an additional fee, you can take advantage of UPS express services

I need my order ASAP. Do you offer rush service?

Yes, we do. Depending on your order volume and customization, we can arrange to make your order top priority. Please contact us with your requested timeline and we will get back to you with a quote or call us at 1.800.881.8845

Which courier do you use?

UPS is our standard courier. However, we can use FedEx, the post office or other courier companies.

Payment

When will I be charged?

You will NOT BE CHARGED until you know the full price of the order, confirm the proof and agree to the charges.

Do I need to pay before receiving a proof?

Not at all. We only charge you when you’ve approved your proof and the invoice.

Is your payment / check-out process secure?

Absolutely! We use the latest encryption technology and maintain a secure SSL website.

What if I don’t want to put my credit card info online?

That’s OK! We have a PayPal option or by choosing “other” as your payment method on the check out page, you can give one of our team members your credit card info via e-mail or phone upon completion of the proofing process. You may also pay in cash if you are picking up your order at our Toronto office. Note: We recommend not using e-mail to submit your credit card information. The most secure way to give us that information is thru our secure web ordering system or over the phone.

What payment methods do you accept?

We accept Visa, Mastercard, Paypal, e-transfer (in some cases) and cash (pick-up’s only). We do not accept Visa Debit.

Are the prices displayed on the product pages the final cost of my custom order?

We provide only a sample price list on our product pages. The final price will take into consideration shipping, design and plate fees (if applicable) as well as appropriate taxes

What is your satisfaction guarantee?

In the case where you’ve submitted an order and have decided to cancel after production, we do have a limited number of generic products (generic wristbands and generic coat check tickets) which can be returned for a refund or credit. For all of our custom orders that have been produced, ComTix sends proofs to our customers prior to charging their credit cards and printing the products. If you had approved the order and what you have received is different than what was on the proof (spelling & dates, for example), ComTix will reprint the order and send it to you at no additional cost. In some cases, if your event has passed and there is no time for a reprint, ComTix will discuss a refund or credit option. However, Comtix cannot be held responsible for any consequential damages.

Graphic Design

I don’t have an artwork ready to use. Can you help me design a custom artwork?

Absolutely! We can create your artwork for you.

Do you charge graphic design fees?

We create our printed products based on the forms that you fill out online and artwork that you send to us. However, should you require a new logo or custom artwork, one of our experienced graphic designers can create one for you for a nominal fee.

What are your graphic design fees?

For special designs that you request us to create for you, we offer a budget-friendly solution for your design needs. The base fee is $100 – that is for consultation, set-up, 2 drafts and a revision. Anything more than that, our rate is $80/hour.

QUESTIONS

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