Frequently Asked Questions
Q: Is there a Setup Fee or any other artwork fee for my order?
A: In most cases, no. Our art department can assist you with the layout and design of your custom-printed items free of charge. We don't charge any setup or artwork fees for the items that we print here in-house -- this includes most of the notepads, schedules, journals and other paper products available on our website that are printed using 4-color process. For items that are supplied by a third party, or if you require a specific Pantone Ink color, you may incur a setup fee, but we will alert you to this prior to working on your order.
Q: Will I see a proof before you print my notepad order?
A: Yes! We won't print until you approve.
Q: When will I see a proof?
A: We will send a proof by email within 24-48 hours of receiving your order. If you submit your order during the weekend, you can expect to receive a proof the following business day.
Q: How many proofs can I receive?
A: Up to 3 proofs if absolutely necessary. Please proof carefully. Each proof thereafter will be an additional $28.50.
Q: After approving my proof, how long does it take to receive my product?
A: Most products take 8-10 days plus 3-5 days shipping time for UPS Ground shipments.
Q: I have a designer that designed my notepads for me and I have a custom layout. How do I indicate that to you?
A: You can upload your predesigned layout on the product description page. Use the blue button labeled "Upload Artwork/Files." You can also add comments by typing in the "Customization Instructions" text field on the same page.
Q: What is the setup fee and what does it include?
A: We offer free setup on most items.
Q: Am I charged a setup fee every time I order a product?
A: No. If a setup fee was required for your original order, if you re-order the exact same item and imprint there's no additional setup fee required.
Q: What are the benefits of placing my order online?
A: The benefits of placing your order online are having full access to your order history and easy repeat ordering. We will update your order as it is being processed in our warehouse and send you emails as to when your order was processed, printed and shipped.
Q: Can I order a product over the phone?
A: We prefer that you order online, but if you are more comfortable placing a phone order you can do that as well. Call us at 888-268-7237. You may also send an email to firstname.lastname@example.org.
Q: Can I pick my product up to save on shipping?
A: There are several products that we do not print in-house. If you live in the Denver Metro area, you can pick up most notepads and anything else that's printed in-house.
Q: How do I get my images (photo and logo) to you?
A: You can upload as many images as you'd like on the product description page.
Q: What format do I send my images in?
A: Please send images at a resolution of 300 dpi preferably a ".jpg", ".tif", ".eps", or ".pdf" file with fonts embedded. We cannot accept publisher or Microsoft word documents.A scanned copy of a printed business card will not produce an acceptable print quality.
Q: I've ordered before but my password doesn't work.
A: If you are not using the same email address as you originally registered with, you password will not work.
Q: I ordered several days ago but I still don't have a proof.
A: Please check your junk mail folder in case your emailed proof fell into it. Please add "@captainnotepad.com" to your safelist to enable you to receive your email proof.
Q: What if I decide to cancel my order?
A: If you cancel your order before a proof is supplied, you will not incur any charges. If you cancel your order after a proof is supplied, you will incur a cancellation fee of $28.50. If you cancel your order after the product has been sent to production, you will be responsible for the entire order.
Q: How is my order shipped? What are the options?
A: Please check our shipping policy page here: Our Shipping Policies