FAQs, Frequently Asked Questions

FAQs (frequently asked questions)

Quick answers to the most commonly asked questions regarding ordering, uploading artwork, printed graphics, turn times and our policies.

Ordering

Q: What is the turn-time?
A: Each product is different and the turn time can be found on the product page above the pricing. For graphic orders the turn time begins once the art files are approved.

Q: When Do I Upload My Artwork?
A: Once you place your order you will get a link to upload your files, you will also get a conformation email with the upload link so no worries if you're not ready right away. We will send upload reminders.

Q: Can I Order Graphic Only or Hardware Only?
A: Yes, we offer ala carte hardware and replacement graphics. Most of our printed graphics are available online and we can send you estimate if they are not. https://lightboxshop.com/backlit-graphic-printing

Q: Will I Get Proofs to Approve Before Printing?
A: Yes, we email low resolution proofs for your approval. We will not print until we have your approval.

Q: Can I place my order over the phone?
A: Only in a pinch. All orders need to go through the checkout and it’s much easier and more secure for you to enter the information yourself.

Orders with Graphics

Q: How do I send my artwork?
A: We use WeTransfer and will send a link once the order is placed. You can also send us a link to your files on your server or other servers such as Dropbox and Google docs. PLEASE reference your order number so we can identify the art with an order.

Q: When will I get a proof?
A: For trade show display orders we try to get proofs to you the same day if ordered early enough or the next day if its late in the day. For large outdoor signs you will proofs withing a week.

Q: What resolution do I set up my files to?
A: Art files should be set up to125 dpi at the actual print size

Q: What size do I set my files to?
A: You will find templates on the product page with graphic specifications and bleeds. All art files need to be set up to the actual print size unless otherwise specified on the template. For products without templates set to print size with a 1" bleed.

Q: I don't have a vector logo what can I do?
A: Although we suggest vector logos a high-resolution image may be okay, check quality at print size. We can convert your logo to vector for you, the design time is dependent on how intricate your logo is, the completed vector logo will become your property to use as you wish.

Q: What file format do I use to submit my print files?
A: We prefer PDF files and accept PSD, AI, EPS, TIFF, JPG. Call us about other file formats.

Turn Times & Rush Jobs

Q: What is the graphic turnaround time?
A: Our standard graphic production time begins after your artwork proof has been approved.
Once your proof is approved, we work to move your order into production as quickly as possible. In many cases, production begins minutes after approval. Exact start time depends on the product, artwork requirements, production capacity, and current order volume. You can find production and print times on the product page above the pricing.

Q: Are turn times longer for large quanties?
A: For custom orders and printing the turn time can take longer depending on our workload. Please check with a customer service rep since each product is different.

Q: Are stock items shipped the same day?
A: Typically yes however it must be purchased by 3:00 p.m. EST otherwise, it will ship the next day..

Q: Can I rush my order?
A: Most orders can be rushed but it depends on the production workload so please check with a Lightbox Shop customer service rep. We can also expedite shipping to get it to you sooner.

Q: How do I make sure I get my order on time?
A: Advise your inhand date as quickly as possible so we can work with you to achieve the deadline. Make sure your artwork is print ready and you approve the proofs right away without changes. Proofing can be the biggest delay when art is not print ready. Once approved you will get a ship date, if your not sure check with customer service to see if you need to expedite shipping. We do everything we can to meet your deadline but if you wait until the last minute things can and will go wrong. Plan ahead!

Returns, Warranties & Terms of Use

Return Policy, Warranty, Privacy Policy & Terms of Use

Q: What are the terms of purchasing with the Lightbox Shop?
A: Our standard graphic production time begins after your artwork proof has been approved.
Once your proof is approved, we work to move your order into production as quickly as possible. In many cases, production begins minutes after approval. Exact start time depends on the product, artwork requirements, production capacity, and current order volume. You can find production and print times on the product page above the pricing.

Q: What is your return policy?
A: Each product is a little different, please call customer service if your not sure. We will work with you.

Graphic Items: There is no return or refund because of their custom nature.

Stock Hardware Items: if you are not satisfied with your purchase, you can return it within 30 days after first received your product.The product must be returned to the warehouse within 14 days of the issuance of the return. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the product. If the item is returned unopened in the original box, we will exchange it or offer you a refund based on your original method of payment.

Custom Made Items: There is no return or refund because of their custom nature.

Q: What do I do if my product comes in damaged?
A: We will get it fixed for you! Contact us within 48 hours after receiving your product by email at service@lightboxshop.com

Q: What do I do if my product gets damaged within warranty?
A: Contact us at service@lightboxshop.comwith your order number, pictures and issue details.

Q: What is your warranty?
A: In an effort to protect our consumers, we carry several types of product warranties against manufacturing defects, some arw : 1-5 Year Warranties, and a Lifetime Warranty. To see which warranty your product falls under, find warranty information in each product page.

If you find a manufacturing defect, then let us know, and we will repair or replace parts or product. Send us a photo of the defect within the timeframe of the warranty of your product, and we will determine best actions.
Please note, if your order is incorrect or damaged in shipping, please contact us within 48 hours of receiving your order, and at our discretion, we will make the proper arrangements.

Q: What is your privacy policy?
A: We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Q: Is your site secure?
A: Yes! This website is protected with SSL encryption, Securi, and Cloudflare, all are amongst the highest standard in Internet security.
Where can I find your Terms of Use?
Click here to read our Terms and Conditions.