Q & A

No. You have to create your own design and we will do the printing.

Adobe Acrobat Document (PDF). You can get the information by viewing our Artwork Specifications (Refer to #07)

You send your artwork to us by uploading it to our server during the ordering step. The ordering interface for each product enables you to select your artwork file to be printed.
For artwork files below 20MB, click on the WEB button (in the UPLOAD DESIGN section) to upload your file to our server. Anything that exceeds 20MB must either be uploaded by FTP or couriered to us by CD. Click on the appropriate buttons and follow the online instructions to send us your artwork. (Note: We will notify you when your CD reaches us, or if there is any problem pertaining to your artwork.)

File Transfer Protocol or FTP for short is a commonly used protocol for exchanging files over any network that supports the TCP/IP protocol (such as the Internet or an intranet). We use to receive and transfer artwork files 20MB and larger.
For info on how to use it, click here (Smart FTP).

You will receive a "Pending" notice in the Pending Job List which means your order is put on hold. You are required to resend the corrected artwork by clicking the "Resend" action. For file exceed 20MB, you may uploaded by FTP.

If we do not hear from you, or receive your corrected artwork within 30 days, your order will be considered null and void.

EXCARD will usually inform you of an error by email within 2 hours after your order is received. Subscribers of our SMS Alert (Plan 2) will also be notified via SMS. (Note: Orders that are submitted close to closing time will only be screened the following day, and if the error is detected, pending notice will only be forwarded to you after 9am on the same day.

Time Frame for LO resend files:

	Orders placed	Notify Members	Resend files
1st batch	5.01pm (day1) -2.00pm (day 2)	3.00pm (day 2)	before 5.00pm (day 2)
2nd batch	2.01pm (day2) - 5.00pm (day 2)	9.00am (day 3)	before 5.00pm(day 3)

Time frame for DO resend file

	Orders placed	Notify Members	Resend files
1st batch	5.01pm (day 1) -10.00am (day 2)	11.00pm (day 2)	before 12.00pm (day 2)
2nd batch	10.01am (day 2) - 2.00pm (day 2)	3.00pm (day 2)	before 5.00pm(day 2)

For 2nd batch orders, the delivery will require 1 additional working day.

For 2nd batch orders, Members need to resend artwork through email before 5.00pm in the same day after being notified. Otherwise the delivery date will be extended.

Yes, you can change and cancel the design after submitting your artwork, ONLY IF your order is not yet in the printing process. Kindly contact Customer Service to check the status of your order.

Yes, but you need get quote and check on the size availability for print. Please follow our product sizes. These are the sizes that we highly recommend that serve majority needs.

No. It is a known fact within the printing industry that 100% process colour accuracy is not presently possible with the current print technology. Therefore, even if a printing company were to employ highly experienced personnel including the latest press technology, the outcome of colour of the printed product will always differ from the original artwork. The level of difference however is subject from printing company to printing company..

Other factors that may cause colour deviation:
i) Paper Stock -
The quality of paper, its surface and brightness can affect exact outcome of printing colours.
ii) Humidity Levels -
damp weather can cause saturation of ink colours.
iii) Make of Press Machines -
different press machines produce different colour results.
iv) Monitor Displays and Colour Settings -
unmatching calibration of monitor colour or colour settings (RGB, CMYK) can misrepresent final colour of output.

For more information, please refer to our Membership Terms & Conditions (6. General Expectation on Printing Outcome & 7. Colour Disclaimer)

Yes you can, as long as what you are printing does not conflict with the Malaysian printing and publication law. EXCARD will not print jobs that contain offensive literature or images. This includes information that are politically, religiously or racially, sensitive. EXCARD will not be responsible for any infringement of artwork content.

EXCARD's contract proof is basically a preview of how the job will look before it proceeds to print and is used to verify member's request. This procedure is usually done on large orders. It is a full colour sample made from the actual files your job will be printed from.

In the contract proof, members can perform:-
a) Artwork & Layout Checking
b) Proofread Text
c) Colour checking (Subject to Contract Proof Terms & Conditions)

Your contract proof will be printed using an inkjet printer that has been calibrated to match the colour profile of our offset press machines.

FYI: The only true 'contract' proof is a press proof but due to high cost, other contract proofs are made with photomechanical materials, ink-jet devices, and other printing technologies. These proofs are quite accurate, but not exactly the same in colour.

The colour proximity of this contract proof will be as close as possible to the print product. However, note that a 100% exact colour match is not possible due to the difference of technology used to reproduce colour. A compatible colour reference guide should always be used whenever it is applicable to compare colours.

Contract proofing is available for BPaper Bag, Folder, Booklet, Loose Sheet and Loose Sheet GET QUOTE only.

It will be printed on coated surface inkjet paper. For the best results, the type of paper surface used will depend on your print product specifications.
Please refer to Product & Price > Contract Proof for more details.

A contract proof is valid for 21 days from the delivery date. It can only be used once, and specifically for the print product you requested the contract proof for. We will dispose of a contract proof after its validity date expires, or after it is used for a print order, whichever comes first.

You do not have to pay for delivery. Our product price is charge by WM or EM (i.e. West Malaysia and East Malaysia had different prices), we will deliver the completed goods to your address you state during ordering.

All goods are delivered by our appointed courier. EXCARD only works with reliable courier service providers that have good track records.

While we strive to send your completed order out on time, the exact time of its arrival to your doorstep will depend on the courier service company. Although the courier service company we have engaged delivers to most places, some areas require longer delivery time due to inconsistent demand and sometimes lack of road infrastructure. Click here to know more.

To track the shipment of your goods, please log in to your Member Online Account and click on the order consignment number in TRACK ORDER. You will be redirected to our courier service providers website where the delivery status of your goods will be automatically displayed for your reference.

We have an optional Rush Order service for selected products. Members can pay extra to have their orders delivered to them earlier than the standard required time for these applicable products.

Our appointed courier service provider delivers to all states in Malaysia. However, some areas require longer delivery time due to inconsistent demand and sometimes lack of road infrastructure. Click here to know more.

Yes, you can. Kindly arrange with Customer Service.

Yes. (Refer to Answer for Question: What do I do if I want to "temporarily" switch to a different delivery address?)

Our courier service provider would normally contact you in advance of delivery. Please inform them if you wish your goods to be delivered at a specific time. Another way would be to use EXCARD's Change Address Option when placing your order. This option allows you to have your goods delivered to you at a different address other then your default address in your profile.

While we are committed to the timely delivery of goods to all our members, we cannot guarantee you 100% punctuality due to factors such as Acts of God, national emergencies and the efficiency of the courier service company. Also, some areas require longer delivery time due to inconsistent demand and sometimes lack of road infrastructure. Click here to know more. Here are some reasons that can cause delay:
1.Your courier service outlet in your area is inconsistent
2.Delivery day falls on Saturday
3.The courier service outlet in your zone is closed for a public holiday
4.Production delay due to re-print

Contact our Customer Service at sales@excard.com.my or call 604-4411650.
Provide us your order reference number and tell us the problem. We'll try to sort it out as soon as possible.

Go to your Profile and update your address. (You need to do this before you place an order.) After you have updated your profile, please contact our customer service so we can take note of the changes. Note: any change of information after your order is submitted may cause a delay in the production and delivery of your goods to your address.

You can change to a different address during the ordering step (Step 02: Confirm Order - Delivery Information section). Select "Other" option, click on the "New" button to add a new receiver and delivery address. Once you keyed in the required information, click "Save" and select the receiver's name from the "Profiles" drop list. The next time you want your goods to be delivered to the same address, just quick select the correct name from the drop list. You won't need to key in the address again as the information has been recorded for your convenience.

Please note: We ship out all goods with printed Order Samples attached.

Go to My Account > My eVoucher > eVoucher List

Go to My Account > My eVoucher > eVoucher List > Click "Redeem Now".



OR

Go to My Account > My eVoucher > Redeem eVoucher > Insert your eVoucher Code and click "Validation Check".

Go to your eVoucher List. See "Qty Ordered" and "Qty Used". Redeemed eVoucher Codes will be assigned a "Order Ref # Used".

Go to your eVoucher List. The Order status of the eVoucher Code will be shown as "Claimed" (it will change from "Redeem Now" to "Claimed", once used).

Click "(Order Ref#)" shown in blue under the eVoucher Code.

Expired eVouchers become invalid and cannot be extended.
PS: Please remember to redeem you eVouchers before the expiry date.

Yes, transactions with Excard are subject to GST.

Excard, owned and managed by Excard Corporation Sdn. Bhd. is a GST registered company. For more details on GST, visit http://gst.customs.gov.my/front.html .

GST NO.: 001389592576
NAME: EXCARD CORPORATION SDN. BHD.
ADDRESS: 6488, JALAN AYAM DIDIK 2/2,
TAMAN RIA JAYA INDUSTRIAL PARK,
08000 SUNGAI PETANI, KEDAH.

- No, Account Top-Up is not subject to GST. Only transaction of goods and services are subject to GST.

Yes, they are. The prices shown are inclusive of 6% GST, EXCEPT for Best Seller Price Booklet (hardcopy).

No, they are not. Langkawi, Labuan and Tioman fall under the Designated Area (DA) category. Goods supplied from Malaysia to DA is to be zero rated except otherwise prescribed by the Minister. For more information visit http://gst.customs.gov.my/en/ib/Pages/ib_sr.aspx .

Yes, you have to. Kindly update your Profile immediately after your business GST Registration is done. Update must be completed before any transaction is made.
Only then can we issue the Tax Invoice with the correct details, so that you can make claims for input tax. For more information on Filing Tax Returns visit http://gst.customs.gov.my/en/ib/Pages/ib_ftr.aspx .

The Tax Invoice shall be issued after the shipment of your goods. View and print your Tax Invoice from My Profile > My Order > Tax Invoice.

Anyone residing in Malaysia who is 18 years old and above is eligible for Membership. However, approval of membership is subject to the discretion of the management of EXCARD Corporation Sdn Bhd.

Employees of EXCARD Corporation Sdn. Bhd., their affiliates, subsidiaries, advertising and promotional agencies, and suppliers are not eligible.

Being an EXCARD member allows you to sell our products and services to your customers at a more competitive price. You can enjoy a higher profit margin and definitely a more lucrative direct income through our Agent pricing. Furthermore, our special members-only promotions and commissions enable you to earn more from time to time.

Sign Up for Free here or click the Sign Up button at top of the page.

EXCARD's online printing service is exclusively for design and print professionals. Hence, the registration process will require you to take a verification test or provide proof of your related field. You will know whether you qualify immediately after taking the test. For those who choose to provide proof will be informed by email or phone whether they qualify or not.

We will inform all qualified applicants to make payment (registration fee & cash advance) if required, via email or phone. Approval or activation of membership will only happen after EXCARD receives payment.

As an EXCARD member, you are guaranteed a lower member pricing for every product you sell. This means a higher profit margin to you. On top of that, we have special member promotions and programs which offer rebates as well as commissions that enable you to earn more from time to time. Of course the more you sell, the more you earn!

Once you become an Agent, you will have access to the EXCARD Agent price list for all our products. With this list, you are free to set your own competitive price. We encourage you to check out the market price in your area before you decide on your final price to your customers. To help those who are not members yet, we welcome them to get our free sample. Within, they will find more information on product pricing, recommended selling price as well as other EXCARD benefits. Also included are actual printed samples for them to get a better feel of our products.

You can replenish the items in your sales kit by purchasing what you need from us. Just click on the x-ccessories icon (located on your Account Panel) and select and pay for what you need. However, only EXCARD Members are entitled to purchase these products at x-ccessories.

Yes. All information sent to EXCARD is kept with the strictest of confidentiality. Moreover, we only offer our services to design-print professionals, and not end-users.

EXCARD products are developed in-house and produced by ODM printers.

You will be provided an Online Account automatically when you become an EXCARD member. Only 1 online account per membership allowed.

02. How long will EXCARD take to reload my account?

For online Interbank Fund Transfer, we will reload your account once we receive the bank verification of your credited funds to Excard Corporation Sdn. Bhd. shown on the printout deposit slip that you fax or upload the transaction slip for us.

For cash deposit, your account will normally be reloaded within the very same day of payment. For cheque deposit, your account will be reloaded upon the clearance of the cheque:

		West M'sia	East M'sia*
House cheque	CIMB cheque deposit into CIMB account	2-3 days	3-4 days
Local cheque	cheque of other local banks	3-4 days	5-6 days
Outstation cheque	cheque of banks of other states	4-5 days	5-6 days

Your online transactions are done via a protected EXCARD server. We routinely check and update our security perimeters to ensure all information and data stored on our server is not compromised.

Just send us an email saying that you would like to terminate your Account. Any balance in your Account (minus rebates given) is refundable. Please include your bank details in the email so we can transfer the amount to your bank account. The transfer process will take 7-10 working days.

Your account will still be open and any remaining cash advance in it will be available for your use. However, if you anticipate that you will no longer use this account, we would advice you to close it and withdraw the balance of your cash advance.

Either your username or password or both are incorrect. You will have to reset your password or retrieve your username: Click on the "I forgot my Password or Username" link and key-in the information according to the instructions. We will send you an email with a link which you will need to click on in order to reset your password.

All orders can only be made through our website but you have to be a member to do this.

Step 1: Click "ORDER" link, choose product then select type of process

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.

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.

Each product has a different delivery duration. The exact delivery date will be stated on your Order Slip. You may view the Delivery Schedule for the delivery duration of all products.

If you have detected an error only after submitting your order to us, ONLY IF your order is not yet in the printing process. Kindly contact 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.

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 : What should I do if I have a Pending Job?)

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 : What should I do if I have a Pending Job?)

Login to your member Online Account panel to check your order history and account balance.

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.

STEP 1: Go to the Pending Job List page and click on link "Resend" 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 link "Resend" in the Action column. (Note: If you are resending more than 1 file, you are required to zip them up first before upload. Refer to How to Zip Multi Files.)

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

EXCARD uses a prepaid system whereby you need to deposit funds into your EXCARD account as your cash advance. Each time you make an order, payment for it will be deducted from the cash advance in your account. You must have sufficient funds in your account to pay for your order. You may top-up/reload your account anytime.

You can print out a Reload Confirmation Slip as proof of your reload/deposit at the Reload Account section.

There are 4 ways to top-up your cash advance into your EXCARD account.
*Note: Whichever method of payment you choose, you must first access your Member Online Account, click Top up and choose your payment method and enter your payment amount. *You must upload your bank-in transaction slip or fax the reload form attached with the transaction slip as proof of your funds transfer and reload request.
*Applicable to all payment methods EXCEPT Credit Card & Debit Payment (NETBUILDER)

A. Cash / *Cheque (Bank-in) *Cheque deposits for CIMB account only.
B. Interbank Funds Transfer
C. Credit Card ( NETBUILDER) - visa / master card
D. Debit Payment (NETBUILDER) - MEPS/FPX Debit Payment.

All transactions through NETBUILDER are in Ringgit Malaysia.

Minimum amount for:
i) Bank Deposit (cash/cheque) = RM50
ii) Interbank Funds Transfer = RM50
iii) Online Credit Card (NETBUILDER) Top-Up = RM50 (excluding 3.2% transfer fee)
iv) Online Debit Payment (NETBUILDER)Top-Up = RM50 (excluding 3.2% transfer fee)

Cash Advance serves as advance payment for your future orders. Each time you make an order, payment for it will be deducted from the cash advance in your account. You cannot make an order if you do not have enough funds in your account, so make sure there are sufficient funds in your Member Online Account at all times. You can reload your account whenever necessary.

You will be issued an electronic official receipt for every order you make. To view or print out an official receipt for a particular completed order, you will need to access your online member account and go to Track Order. To trace and print your order and statement of account, go to Transaction History instead.

Just send us an email reporting the error. Describe the problem to us and we will get back to you as soon as possible.

We have 2 types of 4-colour (CMYK) offset printing processes:
i) Litho-Offset (Lithography)
ii) Digital Offset

Click on the links About Us > Print Technology

Short for Cyan-Magenta-Yellow-Key (Black), and pronounced as separate letters. CMYK is a colour model in which all colours are described as a mixture of these four process colour. CMYK is the standard colour model used in offset printing for full-colour documents. Because such printing uses inks of these four basic colours, it is often called four-colour printing.

The difference is in the technology. Digital does away with certain processes of offset printing. However, in terms of finished product, there is essentially no difference to the naked eye. Click here for more details.

Also known as"batch printing", this method which is applicable to litho-offset (conventional) printing is a cost-effective and efficient way to produce all kinds of loose sheet printed documents. "Gang-run" printing is basically grouping customers" orders for a similar product or requirement into 1 print run. By doing this, we are able to provide you with professional full colour printing at a fraction of the cost. Your short-run jobs become more affordable as the initial production cost is now shared by various customers.

Yes, now with with Sales Reward discount, you will get instant discount on your single order. The discount rate will be based on the range of your purchase amount. Further details please click here.

Yes. You have to keep to our printing specifications for our standard EXCARD products. This is to ensure the quality consistency of our products and to keep your cost down. For special print requests (customization) for Loose Sheet, we have a custom order request form Get Quote accessible on your Online Account panel.

Please refer to Product > Product & Price > Product Specification page

Our prices are only available to EXCARD members who are also privy to other cost-saving member-only benefits. Upon a successful sign-up, members gain access to this price list. Those who have yet to sign up can request for our free sample which includes a partial price list, as well as some product samples for their consideration.

Most completed goods are securely packed in paper cartons labelled with content information such as customer"s name and delivery address, product type, quantity and handling instructions.

Currently, we are able to support Internet Explorer 7.0 and Firefox 3.6 and Google Chrome 4.0.

Some tips:Make your password lengthy. Ideally should be 8 or more characters in length.
Include punctuation marks and/or numbers.
Mix capital and lowercase letters.
Include similar looking substitutions, such as the number zero for the letter "O" or "$" for the letter "S".
Create a unique acronym.
Include phonetic replacements, such as "Strong Password" for "$tr0Ng P@ssw0rd".

To test the strength of your password, click here.

You will have to reset your password or retrieve your username:
Click on the "I forgot my Password or Username" link and key-in the information according to the instructions. We will send you an email with a link which you will need to click on in order to reset your password.

Use our Site Map or search function to go directly to a page on our website. The Site Map is like a layout map that pinpoints the various areas on a website. The link to our Site Map is located at the bottom of our webpage, just below contact no.

Login to the member page and click on MY Account (Menu Tab). Then on the left panel, click on the "Change Password" link.

SMS Notification is an EXCARD text message notification service exclusively for EXCARD Members to receive notifications they requested on their hand phones pertaining to their orders and such. This service provides convenience as users will receive updates almost instantly and anywhere.

Go to EXCARD Process > Value Added Services > Mobile Service > Subscribe:
follow the online instructions. You will also be asked to verify your hand phone number in order to activate your SMS Notification account. You only have to do this once during your subscription. Only nomination/registration of new or additional hand phone numbers or change of hand phone number requests will require verification.

Once you have completed the online registration process, you will receive an SMS from us with a 6-digit verification code.
Login to your Online Member Account and go to EXCARD Process > Value Added Services > Mobile Service > Verify:
Enter the 6-digit verification code in the box. Your account will be activated as soon as verification code is confirmed.

Yes you may. However, bear in mind, each hand phone number you nominate is considered a registration and is subject to subscription. Also, you will need to go through a verification process for each hand phone number you nominate.

Go to EXCARD Process > Value Added Services > Mobile Service > Status: Choose the hand phone number you wish renew subscription for and follow the online instructions. Once you have completed the process, the subscription amount will be automatically deducted from your cash advance.

Yes you can, as long as you are still a registered user. Go to EXCARD Mobile > SMS Notification > Status: Choose the hand phone number you wish to add a plan to and follow the online instructions. Once you have completed the process, the subscription amount will be automatically deducted from your cash advance.

No problem. Go to EXCARD Process > Value Added Services > Mobile Service > Status:
Choose the hand phone number you wish to change and follow the online instructions. Bear in mind, there is a service charge of RM1 for each hand phone number you change. You will also have to go through the verification process again.

It depends on whether the roaming network you are on supports SMS. If it does, you will receive SMS Notification if you are roaming. The time and date of your notifications may be affected depending on the local time at the country you are at. The SMS Notification will be sent in Malaysian time.

You should notify us immediately of your situation or we will continue to send text messages to the nominated hand phone number. If you are unable to use your nominated hand phone number, you will have to request a change of hand phone number. (Go to EXCARD Process > Value Added Services > Mobile Service > Status: Choose the hand phone number you wish to change and follow the online instructions.) Bear in mind, there is a service charge of RM1 for each hand phone number you change. You will also have to go through the verification process again.

There will be instances when the SMS Notification may be delayed a few minutes.

You will have to unsubscribe yourself from this service. Go to EXCARD Process > Value Added Services > Mobile Service > Status: Choose the hand phone number you wish to unsubscribe and follow the online instructions. However, no full refunds or prorated refunds for subscription or service cancellations will be granted.