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Frequently Asked Questions

Ordering Process

To place an order, first, register and create a free account. Once registered, log in using your email address and password to complete your order.

Submitting files is easy! You can either upload your print-ready files directly on the order form for your desired product or send us a CD containing your files. If you're sending a CD, select "Manually Processed" under "Process Type" on the order form, then choose "Media by Mail." You’ll receive the shipping address at checkout. If you need assistance, please reach out to our customer service team.

The maximum file size for uploads is 75MB per file. If your files exceed this limit, please contact us to explore FTP upload options.

We recommend uploading files with at most two pages (front and back). Uploading multiple PDF pages can cause confusion and issues when reordering.

A reupload occurs when we find a problem with your submitted files. We’ll send you a reupload link, allowing you to fix and resubmit your files for processing. If you haven't requested a proof, you must reupload your files to ensure they are print-ready. The email we send will contain a link that automatically updates your account with the new files.

For brochures and calendars, you can reupload more than 5 files. For other products, it's best to place a new order. Since files are numbered rather than named, reuploading can create confusion, which may lead to issues matching files with their corresponding sets. For multi-page products like catalogs or booklets, if you reupload files without page numbers, we may ask for a low-resolution PDF mock-up with page numbers to ensure proper setup.

To submit a reorder, log into your account, click on "My Orders," select the order number, and then click "Reorder." Finally, proceed to checkout.

You can only change the quantity for a reorder. For any other changes, you will need to place a new order.

Because reorders are printed with the original files, we don’t offer proofs for these orders, as you have already received one with your first submission.

The first proof for every order is complimentary and included in the printing price.

Pricing

You can find pricing for all products, quantities, and paper stocks directly on our website. Visit each product's order page, select different print options, and you’ll see pricing based on your specifications.

The first proof for every order is provided at no charge, as part of the printing fee.. Replacing any files after the first proof has been sent will incur additional charges of up to $30 for each file replacement due to reprocessing needs. The reprocessing fee may vary based on the product's type and complexity.

Prices may change at any time as we regularly update them to reflect competitive industry factors such as inflation, labor, and material shortages. However, we remain committed to providing the best pricing possible.

Payment

We accept the following payment methods:

1. Remitly/Alipay/Western Union/Wise

2. Razer Gold/Steam/Visa Gift Cards

3. Venmo/PayPal/Zelle

Due to the customized nature of our products, refunds are generally not accepted.

Shipping

The shipping carrier is chosen based on your zip code, product type, and weight. The carrier will be provided once tracking information is available. Please ensure you provide a valid shipping address for accurate shipping calculations.

Shipping time is separate from production time and starts once production is complete. It depends on the destination and the shipping method selected.

Your order will be shipped after payment is finalized and production is complete. You’ll receive an email notification when your order ships, including tracking numbers for your packages.

To change your delivery address, contact customer service via email at manager-arko@backupid.com. Please provide your order number in the subject line and the new delivery address in the email body. We will check the production status to see if a change is possible. If your order hasn't shipped yet, we may be able to assist, though additional shipping fees may apply. Always double-check your address before placing an order.

If a package is not delivered due to an incorrect address provided by the customer, GotoID will reship the package to the correct address, charging an additional shipping fee for the new shipment.

To see which countries we ship to, please use the Estimated Shipping tool on the order form for each product. The eligibility of countries may change based on circumstances beyond our control.

General

Offset printing transfers an inked image from a plate to a rubber blanket, and then to the paper's surface. Digital printing reproduces a digital image on a physical surface directly, similar to printing a file from your desktop printer. Offset printing typically yields higher-quality prints, producing cleaner and crisper text and images. It’s also more affordable for larger quantities, while digital printing is faster for smaller orders and offers more customization options, such as variable data printing. Ultimately, both printing methods can deliver excellent results based on your needs and deadlines.

Production time is the duration required to print, cut, and prepare your order for shipping. Specific times for your product can be found on our website’s Production Time page and the order form for each product.

Production time starts once your order is approved, paid for, and processed. If your order is handled by 9 AM PT (12 PM ET), we’ll begin production on that day. If processed after that time, production begins the following day. Any issues with files or payment may delay your timeline.

For example, if an order is approved by 9 AM PT on Tuesday and the production time is three days, printing will be completed on Thursday. If the order is approved after 9 AM PT on Tuesday, printing will be finished on Friday.

For further information, please head over to our Production Time page.