COVID-19 Customer Service and Shipping FAQs
Learn How ColorFX is Addressing COVID-19's Impact on Our Customers, Orders, and Employees.
To Our Most Valued Customers,
As COVID-19 continues to impact our communities we wanted to help answer any printing questions you may have. As always, we are passionate about—and committed to—expert-quality printing for our customers and we intend to keep that promise during this challenging and uncertain time.
Here at ColorFX we care deeply about the health and well-being of our customers, employees, and the communities we work in. It is our top priority to ensure everyone’s safety while continuing to offer the same high-quality printing and friendly customer service our customers count on.
Q:
Are you still accepting orders?
A:
Yes, we are still accepting orders online or through our customer service.
Q:
How are you minimizing the spread of the novel coronavirus (COVID-19) in your facilities?
A:
We are closely following the safety guidelines from public health organizations, particularly the Center for Disease Control (CDC) and the World Health Organization (WHO), and working hard to ensure our facilities are taking strict preventive measures to minimize any potential spread of the virus.
Q:
Will I get my order?
A:
Yes, we have an ample supply of materials in all our facilities to print orders for the coming months. It is unlikely that the materials will run out soon, and if stocks are low, we have vendors who are ready to replenish our supply. We have multiple facilities across the nation which enables us to have redundancies. If there are facility closures, we will route your orders to open facilities. The contingency plans we have in place ensure that our employees are safe and secure while serving the needs of our customers.
Q:
Will my order be on time?
A:
We will do our best to deliver your order on time based on the estimated delivery date. At present, our teams are working hard to ensure that all orders arrive on schedule. We will continue to follow applicable government orders based on our locations and respond swiftly to make any needed changes (such as rerouting your orders based on our contingency plans).
Q:
Can I cancel my order due to COVID-19?
A:
Our cancellation policy remains the same:
A job can be canceled at any time prior to customer’s approval of the proof by submitting an email to ColorFX. ColorFX will inform you of cancellation charges depending on the stage of the order. If a job is canceled, you will get charged for all labor hours related to graphic design, proof, etc. and any applicable administrative fees, such as credit card fees, will be subtracted from your refund. The minimum cancellation fee on any order is $30.00, but can be between 15-30% of the total transaction fee, at ColorFX’s sole discretion.
NO REFUND - There will be no refund or cancellation of any kind after the customer has approved the proof.
In the event of any production error, customer must notify ColorFX within three (3) business days of receipt of the job. ColorFX will check and verify the validity of a production error, if any. In order to receive replacement of the same order, customer must return 100% of the received product within five (5) business days of agreement by ColorFX to reprint the job, at customer’s expense. All charges related to expediting printing procedure (Rush Printing or Shipping) are NOT refundable, including those orders that are returned for any reason. All returned orders must ship through customer's own expense.
Q:
How can I contact you if I have specific questions about my order?
A:
To ensure the safety and well-being of our customer service department, we have temporarily changed our customer service hours. Please call 877-763-7671, Monday to Friday, 5 a.m. to 7 p.m. Pacific Time. We appreciate your patience and understanding.
Q:
Can I still pick up my order?
A:
For the safety of our customers and employees, all our pick-up locations are temporarily closed until further notice. You can still receive your order by choosing any of our shipping options.
Q:
How can I apply for a loan for my small business?
Thank you for your patience and understanding during this challenging time. We will continue to monitor the situation and may update our FAQs as the situation evolves in order to keep our customers and employees healthy.
We sincerely hope you and your loved ones stay safe and healthy. Thank you for your continued support.
Best regards,
Your Print Specialists at ColorFX
