Frequently Asked Questions
What type of files should I upload?
We only accept PDF files. The resolution should be 300 DPI or better, with a maximum file size of 75 megs.
Page 1 of the PDF is always the front of the letterhead or envelope (the non-flap side when the envelope is sealed). Spot color jobs should be separated by PMS colors and full color jobs
can only be CMYK (no mixing PMS colors with CMYK jobs). For envelopes, artwork should not have any crop marks or window location marks.
What happens if there is a problem with my artwork?
Be aware you are ultimately responsible for your artwork. If something is incorrect in the file, and we print it,
you must take the product "as is." That being said, if we are unable to use your artwork, we will let you know
so you can update it.
Do I get to see a proof before the job starts?
Your proof is the PDF you visually can preview once the art has been uploaded. We do not provide proofs.
Can I cancel or make changes to my order once it has been submitted?
No changes are allowed once an order is submitted, though we do have a short period of time in which you can cancel
an order (usually about 30 or so minutes). You can do this by going to My Count and then Orders. You should see a
Cancel button if it is still available. Once that time period has passed, there are no cancelations allowed.
We automate the process and work with partners all over the nation, many of which run 24-hour shifts.
Please verify your job is good to go before sending it.
How long will you keep a copy of our artwork?
A copy of your artwork will be kept as long as it has been used in the last 180 days, after which most artwork is auto-purged.
How can I reorder a past job?
Go to Account > Orders and click the red Order Again button
for the job you would like us to reprint.
How can I check the status of my order?
Go to Account > Orders to view your current orders in our system,
or to view past projects you have ordered with us before.
I don't see a past or current order.
Make sure you have access to view the order you are looking for. If you did not place the order with your account,
you must have permissions in the Account > Preferences > Contacts
area to "View All Contacts / Order History." An administrator on your account must give you that permission.
What is a resale certificate? Where can I upload/send it?
24pound is a trade-only seller of envelopes and letterhead. We use various avenues to verify that you are part of the trade.
A resale certificate is one of these methods. It also allows us to not charge you tax on your purchases. You can upload a copy in the
Account > Preferences > Resale Info area.
If you need a blank form from your state, click here.
What is a VIP Delivery Membership and how do I join?
VIP Delivery members get $20 delivery to any commercial address in the contiguous U.S. for all orders, no matter the size or number of jobs in an order.
Right now it is by invitation only.
If you would like to be invited, email us at [email protected]
What are your shipping/delivery options?
Your package will be shipped to you through Fedex using our FedEx account number. We do not allow third-party shipping.
What happens if my package gets lost or damaged during shipping?
Go to our Order Issue
page and let us know the problem you are having. 24pound will help you work through this.
Do you ship to P.O. boxes?
No. 24pound uses FedEx to ship all packages and they do not deliver to post office boxes.
What is the return policy?
There are no returns available. Due to your custom artwork being printed on the envelopes and letterhead, you are not able to return them.
If you have an issue with your order, please submit a claim on the Order Issue page.
What does Production Time mean? Does that include shipping?
The Production Time is how long it will take for us to produce the product. Shipping time is on top of this.
We ship from locations throughout the U.S. to limit the time it takes to reach our customers.
If you are curious when your order will arrive, just add an item to the cart and the shipping information
at the bottom will give you a delivery time including production and shipping.
What methods of payment do you accept?
Credit Cards (Visa, MC, AMEX, Discover) and ACH
When will I be charged?
Once the order is placed, we authorize your card for payment and it settles soon afterwards.
How can I get a receipt for my order?
You will be emailed a confirmation of your order right away.
If you do not see it, check your SPAM folder. You can also see a copy if you go to your Past Orders and click on the Invoice icon.
Can I get a refund?
There are no refunds or cancellations for jobs that arrive correctly. If the product arrived damaged or the
printing was incorrect, please go to our Order Issue
page to submit a claim for a credit.