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.: Frequently Asked Questions (FAQ):

What kind of files do you accept?
We accept JPEG, PSD, EPS, TIFF or PDF. If you are submitting any exported files from Illustrator, it is crucial that all fonts are converted to outlines and that your document is set to the appropriate size (File/Document Setup). Be advised that when exporting out of Illustrator as a .PDF, there may be associated issues if transparencies were used.

What is CMYK?
CMYK is a color process used by most printing companies. It stands for Cyan, Magenta, Yellow and Black. Files must be submitted in CMYK since .RGB, LAB COLOR, and INDEXED COLOR files will all require changes to color mode and will appear different than the original image.

Must I flatten my image?
Absolutely! With exception to vector graphics. (Example: stickers or CD graphics.)

How do I submit my file to you?
Simply upload them through our website’s user-friendly system!

What happens to my file once it is uploaded?
Once your file is uploaded, a member of our design staff will review it to make sure it conforms to our printing criteria. This includes assuring the file is CMYK, scaled to at least 300dpi resolution and has proper bleed and margins. Phoenix Media is not liable for any design issues that may occur during transmission of a file. This includes corrupt fonts as well as file setup for scoring, folding or die-cutting. Please carefully check your files before submitting them to our server. If you are unsure if your setup is accurate, you may request a proof from our design department prior to printing.

It’s important that you verify your email address when submitting your files. Once your order is accepted by our system, you will receive a “bounce-back” email containing important information concerning your order. This email will contain your unique order number as well—DON’T DELETE this email! You will need to reference your order number any time you call us with a question. We receive hundreds of orders per day and will be able to answer your questions in a much timelier manner when you are able to give us this number right away.

When will I get my order?
We will do our best to get your product out within the noted time frame for each product. Turnaround times are based on a Monday - Friday business week. Orders submitted on Friday will be sent to press on Monday. Our pricing charts provide more detailed information on turnaround times.

How will I receive my shipment?
If you are located in the Portland metropolitan area, you can pick your order up at our office located at 2420 SE 11th Ave, Portland OR 97214. We love to meet our clients face-to-face! Please call in advance to verify that your order is ready for pickup. Courier service is also available (for a small fee) to those located in Portland metro.

For non-local customers, we will gladly ship your order according to your specifications and preferences as outlined below. Additional service charges will apply. We generally ship via UPS Ground, but offer other options to meet your needs: Greyhound, Delta Dash, Alaska Air Cargo, and Southwest Air Cargo. When submitting your order, please specify your shipping preference in the NOTES section of our online form and contact our sales office to verify cost and timeline. Payment is expected in full prior to order shipment.

How do I pay my invoice?
All out of state clients must pay with credit card.

Local area clients may pay by cash, check or credit card upon pick up. We accept Visa, MasterCard, Discover and American Express.

A Phoenix Media Credit Account is available to some qualifying applicants. Each applicant must meet our criteria for a Net 30 account to be opened. Current account holders may pay via check or credit card. For more information, please contact us.

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