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01. How do I place my order? |
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All orders can only be made through our website but you have to be a member to do this.
Step 1: Click "ORDER", select type of process then choose product
Step 2: Fill-up online order form and upload your artwork
Step 3: In the Confirm Order step, check your print order specifications and click "SUBMIT ORDER" to complete process. |
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02.
How do I confirm my order? |
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Once you have keyed in all the necessary details in the Ordering Page (which includes uploading your artwork), click the ‘NEXT’ button (this will attach your files to the order form). You will then be directed to the Confirmation Page to check the details of your order. To confirm, click the 'SUBMIT' button and your order will be sent to EXCARD. If your submission is successful, a receipt will be generated and you can print this page out as your reference. |
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03.
How long will I have to wait for my goods to arrive? |
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You can refer to our Delivery Schedule. |
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04. Can I cancel or change my order? |
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You cannot cancel or change your order once submitted. Therefore please check your artwork and order details carefully before submitting them to EXCARD. We will not entertain any members’ request to change their order to another order of lesser, equivalent or higher value.
If you have detected an error only after submitting your order to us, it is your responsibility to contact our customer service immediately so that we can put your job on hold until you make the necessary amendments. In such a case, please note that there will be a delay in the completion and delivery of your goods. A job that is put on hold is referred to as a ‘Pending Job’ and all jobs listed as such must be resolved within 14 days by that member (beginning from the date of when Pending notice was given), or else the order will be considered null and void. In such a case, 20% of Advance Payment amount for that order will be deducted for handling charges and the balance credited back into that member’s account.
EXCARD will not be held responsible for any matter resulting from a member’s failure to contact EXCARD promptly or to convey the necessary instructions regarding his/her orders. (See Question 8: What should I do if I have a Pending Job?) |
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05. How can I keep track of my orders and my account balance? |
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Login to your member Online Account panel to check your order history and account balance. |
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06. What do I do if I am dissatisfied with my order? |
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If you are not satisfied with your printed goods, please write to our Customer Service within 1 week (7 days) of receiving your order. Please include your order number and reason for dissatisfaction. If you have not received your order within the specified delivery time, please write to us at Feedback not later than 1 week (7 days) from the date of the specified delivery time. Our Customer Service department will review your request and work with you to meet your expectations.
PLEASE NOTE: We will only reprint or refund the cost of any product that fails to meet the conditions under the General Expectation on Printing Outcome (Terms & Conditions, point #5). However, we are not responsible for typing, image, or design errors introduced by customers in the artwork/document creation process. In an effort to keep costs down and pass those savings along to our customers, EXCARD does not review artwork/documents for content or spelling. |
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07. What should I do if I have a Pending Job? |
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STEP 1: Go to the Pending Job List page and click on “Download to view error” icon to see what are the artwork error(s) detected by our pre-press team.
STEP 2: Note the errors and make the corrections on your artwork file.
STEP 3: Upload the corrected artwork file to us by clicking the “Resend File” icon in the Resend File column.
STEP 4: Go back to, or refresh the Pending Job List page to check the order status. (We will update the status of your pending job within 4 hours.)
If status is “Reject”, go back to STEP 1
If resent file is “OK”, we will proceed to print.
FYI: You can check your past pending jobs at “Pending Job History”.
Learn More |
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