File Setup

What type of files should I upload?

Please upload a print-ready PDF with a resolution of 300 DPI or higher and a maximum file size of 75 MB. Page 1 should be the front of the envelope, insert, or postcard (the non-flap side when the envelope is sealed). For double-sided printing, submit a 2-page PDF. Spot color jobs should be colored using the correct PMS color swatch. Convert full-color jobs to CMYK (no mixing PMS colors with CMYK jobs).

For envelopes, do not include crop marks, template lines, or window location markings.
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Acrobat vs. Illustrator/InDesign

Artwork should be designed and edited in professional graphic design software, such as Adobe InDesign or Adobe Illustrator. Adobe Acrobat is primarily used for viewing PDF files and any changes that affect the formatting or file view DOES NOT change the original content of the file.

For example, rotating a file in Acrobat will not rotate your file for printing. It is similar to turning your TV on its side and claiming the picture has been rotated.

Illustrator and InDesign are graphic design programs used to create and edit vector graphics. When you make changes in a design program, you are altering the actual content. To summarize, Acrobat is for viewing and presenting documents, while Illustrator and InDesign are for creating and editing documents.
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Can my file have a bleed?

Non-envelope jobs can always bleed as long as the art gives a ⅛" bleed area (so an 8-½ x 11 letter with bleeds on all sides will have an artwork size of 8.75 x 11.25).

When printing envelopes, jobs with 1 or 2 PMS colors or black-only can have a bleed. Please do no use crop marks or heavy ink coverage in your designs. FIM marks or small lines that go off the edge are acceptable. Full-color CMYK envelopes must have a .125" top margin for grippers and can bleed on the sides and bottom, excluding heavy coverage. Bleeds are not allowed on Remits or 10x13 Booklets and Catalogs.
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What happens if there is a problem with my artwork?

You are responsible for your artwork. If it's incorrect, and we print it, you must accept the product "as is." However, we do our best to check artwork before printing. If we find any issues, we will notify you for possible updates.
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Ordering Process

Do I get to see a proof before the job starts?

Your proof is the PDF you preview upon uploading your art. We do not provide additional proofs. Our provided preview is for reference purposes only, displaying how the file appears in Adobe Acrobat. It is not a substitute for a detailed inspection in a professional print application.
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Can I cancel or change my order once it has been submitted?

No changes are allowed after submission. However, you can cancel an order within 45 minutes by going to My Account > Orders. You will see a Cancel button within that window of time. Once that period has passed, there are no cancellations allowed. Please verify your job is accurate before placing the order.
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How long will you keep a copy of our artwork?

Artwork is retained for 180 days after its last use. After that, it is auto-purged.
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How can I reorder a past job?

Go to My Account > Orders and click the pink "Order Again" button. You can update the quantity or replace the artwork.
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How can I check the status of my order?

Go to My Account > Orders to view your current orders and past projects.
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I don't see a past or current order.

We default to displaying the most recent orders. You can change the date range as needed. If you still don't see the order, ensure you have permission to view it.
In the My Account > Preferences > Contacts area, each user can select "Make my Orders/Saved For Later/Custom Quotes accessible to all contacts in my company."
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Do you offer matching stock for inserts and envelopes?

Our envelopes are printed on off-the-shelf manufactured envelopes. The stock might be similar to our insert stock, but the whiteness will not match 100%.
For a perfect match, choose a stationery paper stock designed for consistency between letters and envelopes, such as Classic Crest.
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Can I order more than one product at a time?

Yes, you can add up to four jobs in one order, such as #10 Regs, #9 Regs, and two 8-1/2 x 11 letters together. Items in your cart are saved until removed or ordered.
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What is the minimum quantity for envelopes and inserts?

The minimum quantity for in-stock printed envelopes and inserts is 250. For blank envelopes, the quantity minimum will depend on the product and is listed on the website.
For custom orders, the minimum quantity is 500.
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Can I get a printed sample of my job?

Unfortunately, we cannot send printed samples due to our automated system and inability to provide multiple shipping addresses.
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Printing Processes

How are your envelopes printed?

At 24pound, we use Jet technology to print onto our envelopes. Typically, we use high-speed jets (Halm iJets and FireJets). Approximately 95% of all direct mail envelopes are printed using Jet technology or Flexo (Jet technology is considered superior in quality over Flexo).
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What equipment is used for your inserts and postcards?

Our inserts and postcards are typically printed on Heidelbergs, Canons, or HP Indigos, depending on the facility location. All of our facilities are G-7 certified to ensure the colors no matter what type of press is used.
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What are the advantages and disadvantages of Jet technology?

Jet printing is a quick and efficient method for printing envelopes, delivering impressive results. This makes it a fine choice for most envelope jobs. However, while jet printing offers excellent quality in terms of dots per inch (DPI), the ink tends to seep into the envelope more than an offset or digital press. This makes it a poor choice for envelopes with heavy ink coverage or intricate details.

Unsure if your art is a good fit? Email us at [email protected] and we will happily review it. You can also request a sample pack of our jet work by emailing or calling us.
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Can I run your printed uncoated inserts through my digital printer (i.e. laser printer)

Yes, all of our uncoated inserts are run flat and are designed to run seamlessly through your printer for personalization.
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Are your envelopes laser-safe?

All envelopes are laser-safe, except windows.
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If I print the same PMS color on an 8-½ x 11 insert and an outer envelope, will it match?

Our partners ensure high-quality production, with all facilities being G7 certified for consistent color matching. That being said when running on different paper types (eg. 24# white wove envelopes vs. a 70lb. bond) they absorb differently which could cause slight variances.
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Can you print QR codes that scan properly?

With inserts and postcards, this is not a problem. For envelopes, we cannot guarantee perfectly scannable QR Codes due to the ink absorption in jetting. For reliable results, use a URL or print digitally (the toner sits on top of the envelope instead of absorbing).
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Can you print variable data?

No, we do not print variable data, even on custom orders.
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Do you offer union printing?

No, our partners are not union-certified.
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Are your envelopes machine-insertable?

While we do not know every idiosyncrasy of every machine, all of our envelopes are rated as machine-insertable except for the Announcements (A-2, A-6, and A-7) due to their long flap. A-6 and A-7 Booklet envelopes are available as a machine insertable option.
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Do you offer mailing services?

At this time, we only provide printed envelopes, letters, and postcards. We do not do any addressing or mailing services.
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Perks

What is a VIP Delivery Membership and how do I join?

VIP Delivery members get flat $20 delivery fees to any commercial address in the contiguous U.S. for all regular orders, up to four jobs in an order. This does not apply to custom orders.
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Shipping

What are your shipping/delivery options?

Packages are shipped via FedEx using our account number. We do not allow third-party shipping.
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What happens if my package gets lost or damaged during shipping?

If the tracking shows your package has been lost or delayed, email [email protected] or use our Order Issue page and let us know your problem. 24pound will work with FedEx to quickly find your order or we will reprint it free of charge.
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Do you ship to P.O. boxes?

No, we use FedEx, which does not deliver to post office boxes.
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What is the return policy?

No returns are allowed due to the custom nature of our products. However, if you encounter any issues with your order, we will work to resolve them. Please submit a claim on the Order Issue page.
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What does Production Time mean? Does that include shipping?

Production time is the duration to produce the product. Shipping time is additional. We ship from multiple locations throughout the U.S. to minimize the time it takes to reach our customers. To see when your order will arrive, add an item to your cart, and the estimated delivery dates, including production and shipping, will be displayed at the bottom of the page.
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Can you ship to Canada or Mexico?

We do not ship internationally at this time.
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Can you blind ship? What type of documents will you put in the box?

Payment

What methods of payment do you accept?

We accept Credit Cards (Visa, MC, AMEX, Discover) and ACH.
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When will I be charged?

Once the order is placed, we authorize your card for payment. After the order is sent to production, the payment is captured and settled by the next day.
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How can I get a receipt for my order?

You will be emailed a confirmation of your order immediately. If you do not see it, check your SPAM folder. You can also view it in My Account > Orders by clicking the Invoice icon next to your order.
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How do I get a refund?

There are no refunds or cancellations for correctly delivered jobs. If the product arrived damaged or the printing was incorrect, please submit a claim on our Order Issue page or email [email protected].
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What is a Resale Certificate? Where can I upload/send it?

24pound only works with the direct mail trade (eg. printers, mailers, agencies). A resale certificate verifies your trade status and exempts you from taxes on purchases. Upload your resale certificate/tax exemption in My Account > Preferences > Resale Info.

If you need a blank form from your state, click here.
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