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Answers to the most frequently asked questions.

F.A.Q.

H&W prefers to receive native working files with support links and fonts. Files such as InDesign, Photoshop, etc. We also accept high resolution PDFs in single pages with bleeds and crop marks. However, we recommend that PDFs be used if you are confidant no changes are needed during the prepress and approval process. Not having native files when changes occur slows the overall process down since it would require you to make those changes and submit the files once more. Once we have your final files, our prepress team will take it from there and will make sure your project is produced accurately.

We want to make things as easy as possible for you and that is why we provide safe and secure ways for you to provide us files.

  • You can upload them using our file upload page on hwprinting.com. Simply click “File Upload” and log in using a secure login that will be provided to you.
  • If the files are not too large (10MB or under) you can email them directly to your Customer Success Manager.

Yes, digital and/or printed proofs are provided on request. If you make the request before we move into the production stage, you will receive a proof for approval. Whether it’s for a print job, promo items, silk screen, embroidery, large format signs, or anything else, a proof can be provided on request. Receiving your final approval assures us that we are working with the right files and that your job will be produced accurately.

We know that mistakes sometimes happen when trying to get a project approved and processed. If you notice that your file had an error after you approved it, please contact your Customer Success Manager immediately. If caught quickly, we are sometimes able to stop the job before it goes through production. This will minimize disruption of your job and possibly costs. We understand that mistakes happen from time to time. We’ll work with you to correct any issues and make sure your job is processed with accurate information.

Yes! Every good direct mail campaign begins with an accurate targeted list. Our team can assist you in acquiring the key data needed for a successful direct mail campaign.

If we are a handling a direct mail job for you, we will invoice postage before the job is mailed. The USPS requires that we pay postage at the time the job is submitted to them for mailing. The exact postage amount will be invoiced ahead of time and we’ll need payment before the job is mailed. Since postage is paid to the USPS as a cash transaction, if you pay by credit card, there will be a 3% convenience fee added to your postage amount.

Our direct mail experts take every step necessary to ensure that your direct mail projects are trackable and are delivered without any delays. We also provide an easy way to track your mail online 24/7. Our team will provide you with access to the tracking system when you do your first direct mail project with H&W. If you do not have a login to our tracking system, you may contact your H&W representative and they'll provide you with your unique login.  Click here to track your mail now.

When your job is shipped, we will provide you tracking information so you have the ability to track your packages every step of the way. Unfortunately, we are not able to control how carriers operate if there are dangerous unforeseen weather conditions. If your items are delayed because of weather conditions, the carrier can provide updates and rescheduled delivery dates on their respective websites. Please let your Customer Success Manager know of any delivery delays. They’ll also be able to communicate with the carrier and help resolve delivery issues when they occur. If your package is marked as delivered on the carrier’s website but you have not received it, please let your Customer Success Manager know immediately so they can investigate further. Rest assured that no matter what, we will do our best to get your items delivered on time.

If the delivery person is still there, please make them aware if you notice any damage to the shipping box. If the items inside the box are damaged, please contact your Customer Success Manager immediately so they can start a claim process with the shipping carrier. They’ll also be able to assist you in getting replacement items produced and delivered to you.

H&W occupies several buildings in Marietta, GA, where we are able to provide multiple in-house services. If we are helping you with fulfillment or pick and pack services and you need to send us items that will be included in each kit, please ship them directly to 1739 Sands Place, Suite A, Marietta, GA 30067. Also, please email your Customer Success Manager with the shipping details (items included, quantity, # of boxes, tracking number, etc.) so that they are aware of the shipment and can make sure that it is received and applied to the correct job.

If you have requested H&W to warehouse your items for fulfillment at our facility we require at least 48 hours notice before the shipment is received. We want to make sure that your items arrive safely and that they are all accounted for. In order to do that we will need you to fill out our receiving form and provide photos of the shipped items. Click here to download our interactive PDF or click here to fill out the form online. Please remember that photos will need to be provide by email and sent to your Customer Success Manager.

Yes, you have the option of providing your UPS of FedEx account information so that all your jobs are shipped using your preferred account. Just let your Customer Success Manager know that this is what you prefer and provide them with the account information. We’ll take it from there! If you don’t have a UPS or FedEx account, don’t worry. H&W works with both these carriers and with our preferred pricing, we’ll make sure that your items ship on time at a reasonable rate.

Offering terms to a customer is decided on a case by case bases. Please speak to your Customer Success Manager and let them know that you would like terms for your account. They will address your request and provide you with an answer quickly.

Getting started is easy! If you are already working with one of our Customer Success Managers, just let them know that you would like an online storefront and they will walk you through the process. Below are some of the items that we will need to get you up and running quickly, however, if you need help with any of these, our team will gladly provide you with assistance. Don’t let this list scare you. Your Customer Success Manager will assist you every step of the way.  

  • Site Name and URL
  • Branding Guidelines: Logo (in outlines preferred), Colors, Fonts
  • Site Categories. Do you need apparel, print options, promo items, etc.
  • 3-5 Images for the Home Page slider. If you don’t have access to quality photos, we can provide you with stock photos at no cost to you
  • List of products to include the following:
    • Name
    • Image (.jpg, .gif, or .png)
    • Description
    • Options (shirt sizes, thread color etc.)
    • Site Category
    • Unit of Measure & Price
    • Weight
    • Inventory
    • If product requires approval when ordered – who approves these items?
  • List of dynamic (customizable) products to include the following:
    • Name
    • InDesign File
    • Which fields will be customizable
    • Description (size, material, etc.)
    • Site Category
    • Unit of Measure & Price
    • Weight
    • If product requires approval when ordered – who approves these items?
  • Shipping options - FedEx, UPS, USPS?
    • Do you have your own account that you would like to use for shipping? Don’t worry if you don’t. You have access to our shipping partnerships.
    • Payment Method – Paypal, Offline Billing, Invoice etc.
 

Our fulfillment department is open 8:00 AM - 6:00 PM, Monday through Friday. All orders received before 2:00 PM EST, will be fulfilled that day. Orders received after 2:00 PM EST will be fulfilled the following business day. Orders received after 2:00 PM EST that must be shipped that same day are considered a rush order and may incur additional fees based on the number of items requested. Please note that print on demand orders require 48 hours to produce upon proof approval.

If you are experiencing any technical issues, please contact your Customer Success Manager immediately for assistance. They will open a ticket for you and our IT staff will jump on the issue immediately.

Yes, we do! Our in-house team of designers are at your disposal if the need arises. Just let your Customer Success Manager know what you need and they will get your project started.

Our team can walk you through this process and even provide you templates for you or your designer to use. We want to make sure that your job is produced quickly and accurately. Just ask your Customer Success Manager that you need a template and they’ll work with our pre-press team to provide you what you need.

Yes, we do! We have this capability in-house and can produce these items quickly. We can even have die lines created for you. This way your design or marketing team can accurately produce any design.

We have three shifts running 24/7/365! We do this because we know that our customers require quick turn times at any given moment. Our entire team is available at any time when emergencies arise.

Getting a project started is extremely easy. You can call us at 770.951.9800, email us at [email protected] or fill out our online form by clicking here. We’ll assign a Customer Success Manager to assist and they will be in touch with very quickly.

We’re always looking for individuals that embody H&W’s customer first approach. Click here to check out available opportunities or you can email your resume to [email protected]

LET’S WORK TOGETHER

We know you’re looking for a business partner you can trust to help you grow & innovate. Let us show you how we can accomplish that and more. Call us at 770.951.9800 or click below to start the conversation!

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