Frequently Asked Questions

This Agreement was last modified on 18th february 2016

Shipping Information

CAN I TRACK MY DELIVERY ONLINE

Once your order has been shipped you will receive a shipping confirmation per e-mail from us. Most of these emails (depending on courier company) contain the tracking code of your order as well as your personal link to track your delivery.

CAN I STATE MULTIPLE ADDRESSES FOR DELIVERY ?

One order can only be associated with one delivery address. If you wish to have different items delivered to different addresses, you will have to submit A REQUEST TO SALES@PRINTEX.CO.ZA WITH YOUR ORDER NUMBER ( PLEASE NOTE THAT ADDITIONAL FEES MAY APPLY)

CAN I CHANGE THE DELIVERY ADDRESS ONCE I PLACED MY ORDER

If you need to change your address, please give us a call and have your order NUMBER ready.
Please note that we can only change your address, if your order hasn’t been sent out yet. Once shipped your delivery address cannot be changed any longer.

CAN I CHANGE MY DELIVERY METHOD AFTER I HAVE PLACED MY ORDER

Once your order is submitted, it is no longer possible to change your production and delivery options. Please check your configuration options in the shopping cart to ensure your order is according to your preferences before you submit it.

WHERE DO YOUR DELIVER TO?

WE OFFER FREE DELIVERY ON THE FOLLOWING PRODUCTS NATION WIDE :

BUSINESS CARDS,POSTERS,PAMPHLETS,BOOKLETS,FLYERS,FRIDGE CALENDER’S,AND OUR BUDGET AND DELUXE PULL UP BANNERS.

WE ALSO OFFER FREE DELIVERY IN GAUTENG FOR ALL PRODUCTS.

A FLAT DELIVERY RATE WILL BE CHARGED FOR ORDER OUTSIDE GAUTENG.

Products & Services

WHAT IS THE BEST SETUP OR CONFIGURATION FOR MY PRODUCT/DESIGN

While configuring your product, you will be provided with tips and explanations where necessary. You can access these tips and explanations by clicking information icon next to the options.
If you still have questions, please do not hesitate to call our customer service for further assistance.

Where can I give feedback to Printex ?

You will receive a follow-up e-mail from us a few days after your order has been delivered. We will ask you for a rating and recommendations. We would highly appreciate your time to tell us what you liked and what we can do better next time. If you want to do it earlier, please contact our support directly.

I AM CONFUSED REGARDING SOME OF YOUR PRODUCTS IN YOUR STORE, WHERE CAN I FIND OUT MORE?

YOU’RE WELCOME TO EMAIL US AT INFO@PRINTEX.CO.ZA OR CALL OUR OFFICES AND WE WILL BE HAPPY TO ANSWER ANY PRODUCT RELATED QUERIES YOU MIGHT HAVE

What papers and ink are used for the printing ?

Printex offers a wide variety of papers for your products. wE ALSO STRIVE TO USE THE BEST INKS AND EQUIPMENT IN THE INDUSTRY AS TO ENSURE THAT OUR CLIENTS RECEIVE THE BEST QUALITY POSSIBLE.

LOGIN / USER ACCOUNT

Forgot your password? Here is how to recover IT

“Forgot Your Password?” link on the LOG IN page underneath the password line. Submit your e-mail and follow the instructions you get in the e-mail to reset your password.

Having difficulties accessing your account? Here’s what you should do.

First, double check you are using the correct e-mail and password. Second, try logging into your account with a different browser (Google Chrome, Mozilla Firefox, Opera, Internet Explorer). If the problem persists, please contact our customer care service, and our team will identify the source of this issue.
To verify whether you are logged in, check if the MY ACCOUNT and LOG OUT button appear on the top right of our website.

No confirmation e-mail after registration received? Here is what you should do.

First, verify whether the e-mail address you provided was correct and did not contain and spelling mistakes. Second, check you spam folder of your e-mail account. If you find the e-mail in your spam, please mark it as “not spam” to ensure a proper future delivery.
If in fact you did not receive any e-mail from us, please get in touch with our customer service (e-mail, chat or phone), and we will help you solve the issue.

How can I log in to my PrinTEX account once I created it?

Once you received your confirmation e-mail, you can log in to PrintEX simply by clicking LOGIN on the top right of our website.Just fill in your e-mail address and password and click LOGIN to access your Dashboard.

Which information am I required to provide when creating a PrintEX account?

First, you need a valid e-mail address so we can keep you updated about the status of your orders and upcoming promotions. Second, you need to create your personal password to ensure the safety of your account. Make sure you choose one only you remember. Once your account is created, you can either fill in your Billing and Shipping information through your Dashboard straight away or during the Checkout once you place your first order.

Already configured your first product without being registered? Here’s what to do to not lose your configuration.

Don’t worry – you can create your PrintEX account also afterwards. Click CHECKOUT and then Register from your shopping cart by clicking the box below the email address entry. You will be asked to fill in Billing and Shipping address, so we can send you the finished product(s).

Why do I need to get registered and how can I create a PrintEX Login/User Account?

Your PrintEX Account is there to make things faster and easier: It allows you to access past orders and manage current ones. New orders are faster as your billing and shipping information is stored. In addition, product configurations can be saved to make recurring orders easier for you in the future. To create a PrintEX account, just click the REGISTER button on the top right of our website, and enter the mandatory information (marked with a red *). Once completed, you can access and edit your account information, addresses, and future orders by logging in from the Dashboard..

MY ONLINE ORDER & UPLOAD

What is my Order Number, and where can I find it?

Your order ID is a unique number linked to your personal order. You can use it for any inquiries, we use it to manage your order.
You can find your order ID in the confirmation e-mail of your order, as well as under the “My Orders” section in your dashboard.

My order got cancelled right in the middle. What should I do now?

Please check first whether you received a confirmation e-mail for your order from us. If not, you can access your order in the “My Orders” section of the website in your Dashboard. Otherwise, try it again or contact our customer support.

How do I know my online order was successful?

Once we received your online order, we will send you automatically a confirmation e-mail.

Can I cancel/change my order once I placed it successfully?

We send our newly received orders (only if successfully completed) into production once a day at 16:00 (4 pm) sharp. If you cancel your order before that time, you will receive a refund in form of a voucher. Please contact our customer service if you wish to cancel/change your order before the deadline. Cancellations/order changes after that time can unfortunately not be refunded.

Can I configure my order and complete it at a later point in time?

Once you add your product(s) to your shopping cart, they will automatically be saved for 14 days in your Dashboard. Please make sure you complete your order in due time.

Can I divide the minimum order quantity between different products?

No. The minimum quantities displayed in the configurator are only for one product and one version of the artwork. For example, if you order 1000 business cards you can only upload one artwork for the order. However, if you order 4×250 business cards, the orders are separate and thus you can upload 4 different artworks.

Are there specific requirements for my artwork?

PrintEX allows the following formats: .pdf, .psd, .ai, .jpg, .jpeg, .png, .zip, .rar, .eps, .tiff.
Please refer to our Artwork manual for details and help on how to best close your artwork file. To ensure best possible quality of your product, please follow our Artwork manual.

What to do if I have problems uploading my art work/design?

If you encounter any problems while uploading your files, please give us a call or send us an e-mail containing your artwork and order number.

I found a mistake in my design/art work after successfully uploading it. Can I change it?

You can upload a new file under the “My Orders” section of the website in your Dashboard, AFTER THAT PLEASE LET US KNOW YOU REQUIRE AN ARTWORK CHANGE. Please note that we send our newly received orders (only if successfully completed) into production once a day at 16:00 (4pm) sharp. If you upload your new/corrected artwork before that deadline, we are happy to consider it. Corrections after that deadline can unfortunately not be considered.

When and how do I have to upload my designs/art work?

You can upload your artwork IN YOUR SHOPPING CART OR on your order confirmation page once you have completed your payment (last step of checkout).
If you wish to upload your artwork at a later point in time you may do so in the “my orders” section in your Dashboard. Please note that your order is only completed once your art work/ design is uploaded.

Where can I find the details of my order once submitted?

you can easily access your order details by going to the “My Orders” section in your dashboard on our webpage as well as in your confirmation email.

I did not receive my order. What should I do?

First check your shipping confirmation e-mail and your personal tracking link for details about your delivery. If you still have trouble getting your order, please don’t hesitate to get in touch with our customer service. Please not that for some deliveries no tracking link is available.

How can I add/remove products to/from my shopping cart?

you can simply remove products on the product card by clicking the X button. On the small summary basket on the top right of the page, you can find the X button ON THE RIGHT OF THE PRODUCT DESCRIPTION.

PAYMENT

What payment methods are available at PrintEX?

CREDIT CARD

INSTANT EFT

EFT BANK TRANSFER

You need a special invoice for your order?

invoices are automatically attached to all orders made with PrintEX upon delivery.

My online payment was successful. What are the next steps?

Please check date and time specifications indicated on the checkout success page after paying and in the confirmation e-mail sent to you. It is important that you comply with this deadline to allow PrintEX fulfill our production and delivery times promised to you.
To upload your artwork, please click “Upload Artwork” on the checkout success page, or do so under “My Orders” in your Dashboard.

Can I change my payment after completion?

After you have already paid with Instant EFT or Credit Card, changing the payment options is not possible anymore. However, if you have used bank transfer you may contact our support to change the payment method.