Orders

I have placed a proof request, now what?

Once you have placed your proof request, you will need to upload your photos before we can work on your digital proof. The link to upload is located on the final page of your proof request checkout screen and is also included in the automated confirmation email that is sent to you when you complete the proof request checkout.

What is the turnaround time on my order?

Once we have received your proof request and all applicable photos and information, you will receive a "Your Order is in Progress" email. From then it will be 1-2 business days for your proof. Any changes to the proof will be the same timeframe. Once you have approved a proof and paid the invoice that is sent to you, it is 3 - 4 business days for printing and 2 - 3 days shipping (International orders may take longer to ship depending on location and services chosen).

How do I make changes to my proof?

Simply reply to your designer when they send your proof or you can reply to your confirmation emails with any changes you want.

How many changes am I allowed to my proof and how much do they cost?

Currently we do not charge for reasonable changes to your order, however, due to time limitations we do have a limit of 7 changes per order. If you do go over that limit, there will be a $15.00 fee per change for time spent. There is no cancellation fee at this time for unpaid, unapproved proof requests. Also, while we do not charge for your changes, please respect that we are doing proofs for other clients and we can not give you a proof for every design on the site. Please choose one for your event and let us know if you would like to combine elements (you may e-mail us detailed instructions) from various designs.

I live overseas and need my card in a different language. Can you supply a translator?

No. You will need to provide the exact wording to us. Even though we have many international fonts on our computers, there will be times that the accents and details are lost in the email. If you can, take a screen shot of your computer with the text as it should be in Word or another text editing program you use. Upload that screen shot as you would a photo and we will match the text and accents.

Do you offer discounts?

Yes. On orders that are a certain quantity, you will receive a tiered discount.

I have a small party and don't need 25 cards. Can I order less?

No. Our minimum is set by the physical stock from our printing presses so you must order at least 1 set of 25 cards.

I want to see and hold a card before I order. Can you print my proof?

No, but we can send you a free sample packet which will showcase various designs on all of our available stock. This is a rotating supply so there is no guarantee it will be of the same design you ordered. To request a sample packet let your designer know or write to Customer Service with your name and address.

My order arrived but it is damaged or there is something missing.

While we strive to package your cards as carefully as possible, there is always a slim chance of damage during shipment. Simply contact the shipping department with a picture of the damaged cards and we will reprint and ship them to you as soon as possible.

My order arrived but I have a concern.

We have a designer, a supervisor and shipping QA staff that overlook your order here and we do our best to catch any errors that are obvious. This is why we strongly encourage you to have more than one person look at your proof before printing. Please see our Image Standards and Refund Policy for more details.

Can I order or contact you by phone?

Conducting business correspondence by email does two things that are unique. The first is that we will always have your wishes in black and white and easily available for reference. Secondly, it removes a layer of written translation between a customer service representative on the phone and your thoughts. With email, you can organize your thoughts and have them easily referenced and it gives our designers more time to work on your proof.

Is there any penalty for canceling?

While we hate to see you go, you can cancel your proof request with us at any time prior to approval of your proof. We do not bill you until you are ready to print unless you exceed your free proof limit.

Can I preorder envelopes or get custom envelopes?

Our complimentary white, 28 lb envelopes are provided with your printed cards with the exception of bookmarks & Lil Ducky cards (2x3.5" small cards, used for valentine cards, RSVP cards, insert cards and gift tags, among other things) and we do not stock them separately. We do not charge for our envelopes and only provide them in white at the 28 lb. weight (you can obtain your own envelopes for use with our designs, simply be sure to allow at least 0.25" per card that you plan to insert - i.e. a 5x5" card with an RSVP insert would need at least a 5.5x5.5" envelope.). We strongly suggest mailing all of our cards in envelopes, including those formatted as postcards, as we cannot be responsible for damage to your cards during the mailing process. 5x5" cards will be shipped with 5x7" envelopes, 5x5" envelopes are available upon request.

Do you print my return address on the envelopes?

Yes. We will print your return address centered on the back flap of each white, unlined, 28 lb. envelope in black ink only with a matching or complimentary font. Reply card envelopes can have your address printed on the front if you wish (no postage provided). Raised or embossed printing is not available. However, we cannot print your individual guest or recipient addresses on the front & do not offer a mailing service at this time.

Can I have a cartoon character, team logo or other copyrighted image on my cards?

Most characters, like Mickey Mouse, Dora, Lightning McQueen, etc, are copyrighted images and cannot be used. However, if you have personally taken a picture of a character, perhaps of figurines on a wedding cake or a character at your party, we can use your photo. We may also use a photo of your child with the themed toy or stuffed animal, wearing a themed shirt, etc, & we can use similar colors & font to create the feel for your themed party. You also may not overlay a copyrighted graphic onto your photo file (clip art is included unless you own the reprinting rights & have a signed document to that effect). This also extends to logos, sports graphics and other copyrighted materials which cannot be used without a valid release from their owner/copyright holder.

Shipping

How do you ship my order?

All domestic orders are shipped via the United States Postal Service using Priority or Express mail service. Orders to Canada are shipped via UPS only. All other countries will be shipped via the United States Postal Service or FedEx.

NOTE - All international orders will be given a shipping quote with first proofs in USD. You are responsible for any duties or taxes. We cannot collect taxes or any other fees for your country and cannot provide a quote for those costs, please contact your government for their individual customs & duty fees.

How long does it take to ship my order?

Once your order has shipped it will take an estimated 2 - 3 business days to arrive domestically via USPS Priority Mail. International orders depend on the shipment method and may be delayed by customs. Expedited services are available during your proof request or at any time before you approve your final proof.

My order has not yet arrived.

Before contacting our shipping department, make sure you have checked the tracking status of your order. You are sent a "Your Order has Shipped" email with your confirmation/tracking number. Visit USPS.com or UPS.com to track your order depending on the service you selected.

All shipping inquiries should be to the shipping department. Please include your order number for a prompt reply.

Do you ship to PO Boxes or APO/FPO Addresses?

Yes. However if you elect to use UPS or FedEx for domestic delivery with your own account number, then you will not be able to use that address.

Which shipping address do you use?

We ship to the address you gave us when you placed your proof request. If you wish to change it, please write your designer or the shipping department. We do not ship to Paypal addresses as they are inaccurate & cannot be viewed properly on the invoice.

Photos

How do I send you my photos?

You will be given a link at the end of your free proof checkout and in your confirmation emails to upload your photos, or an address to e-mail the photos if you prefer. We accept .jpg images only, photos inside a Word document or PDF file will not be print quality.

What does it mean if my photos are too small?

Your photo might be too small for us to reprint. This would result in a grainy or pixilated printing. If we simply try to resize, or stretch the photo, the image will appear distorted or reduced in quality. It is important to send focused, original and unedited photos.

I'm not good with computers or cameras. How do I know if my photo is good for printing?

The majority of consumer digital cameras will take the right sized photos right out of the box and all you have to do is upload the files. However if you have an older camera or have changed the settings, you will want to confirm the size.

For Mac customers you will have the easiest time of this as iPhoto is the standard photo organizing program for the platform. Simply open iPhoto, find the photo you want to send us and select "Show Extended Photo Info" from the "View" menu up top.

For Windows customers this can be a bit of process. Each camera company now ships with their own photo organizing program  or you might be using the photo manager that comes with Microsoft Office, or even the pictures manager with Windows VISTA or 7. However one solution that will work for all Windows systems is to find the picture on your hard drive, right click on it and select properties and then Details. If you don't know where your picture files are, open the program you use to organize your photos and right click on the photo you want to send. There should be an option called, "Show File Location," or "Find Original." This should open a window with the actual picture file which you can then right click on.

If your picture is 2100x1500px or larger at 300 dpi then you are all set. If your picture is smaller than 1024x720px, it might be too small. If your picture is not over 640x480px, it will not print and still be recognizable.

I am pretty good with my photos and know a bit of Photoshop. Can I edit my photos?

If you feel comfortable editing them, go ahead. However when saving the picture it must be saved as a .jpg image without any compression (do not save for web).

Can you edit or touch up my photos for me?

We can remove red-eye, convert to black & white or sepia, and do basic cropping (provided your picture is not already cropped or reduced in size). Color manipulation (i.e. taking all the color out except a red rose or dress), background removal and other editing is not available at this time.

I have photos taken by a professional or a good friend. Do I need to send you a release?

Pictures taken by your photographer are the property of the photographer and to reprint them without permission is a violation of Federal Copyright Law. If you have a photo that was taken by a studio, photographer, family member or friend, you must have them sign our standard release form or submit a signed document from them stating you have personal reprinting permissions. Without the release we will not be able to proof you. Lil' Duck Duck reserves the right to decline any release for any reason and to hold the proofing of your order until the validity of the release can be confirmed through direct contact with the photographer. By sending us your photos & the applicable releases, you certify that you have permission from the photographer to allow Lil' Duck Duck to reprint your images for your design & agree to hold harmless Lil' Duck Duck, LLC, for all costs, expenses, attorney's fees or judgments resulting from any claims or lawsuits made for any grounds claiming that the product produced violates any copyright or proprietary right of any person or entity.

I have permission from my photographer but only have a proof CD or small prints. How can I get you the photos?

The best thing to do is ask your photographer to email or upload to us the pictures at print resolution (300dpi) directly, including your order number so that we can match your photos to your order.

The photos I have are old and need to be scanned. How can I do this?

If you have a scanner at home, see our scanning tutorial for detailed instructions. If you do not have a scanner, you can use one at Kinko's or other document printing company. Ask an employee for help and tell them you need to scan the image as a .jpg and that it must be 200dpi to 300dpi in size. Make sure that only the photo is scanned and to not include the empty glass which shows up as empty white space around your photo.

Is there anything you will not print?

Yes. We will not print anything showing private body parts (those normally covered by swimwear) on anyone. Any newborn photos with the "Cute bottom" picture must be submitted from a professional studio with a signed legal release & no frontal shots can be accepted. Also, we will not print profanity or offensive gestures.