Ordering Questions

What is our turnaround time?

Orders from PrintGen's online store will ship within three business days from the day you place your order. Orders received on Saturday and Sunday will be processed on Monday. Orders placed Monday through Friday by cutoff time (3:00PM EST) will start day one of the printing process. Other services will vary depending on the project. Please contact customer service at info@PrintGen.com or 888-387-3430 for information about your specific project.

What happens if my order is delayed?

Due to the high amount of orders we receive, occasionally some orders may experience delays. Simply email us at info@PrintGen.com or call our customer service department at 888-387-3430 and we will gladly assist you.

Does PrintGen print and ship every day?

We print and ship Monday through Friday, excluding Major Holidays - Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day and New Year's Day.

Can I place an order on hold?

If your order has already been printed, you will be unable to place the order on hold. If you order has not been printed, call 888-387-3430 and we will assist you.

What if I am unsatisfied with the product I received?

You will be in control of your design choices and previews throughout the entire design process when working with PrintGen's Online Store. Please review your work thoroughly as you complete each step to ensure your information is accurate. Once your design is complete and you place the order, you will be asked to confirm the order. By confirming the order, you will approve the artwork in the PDF Preview, and agree that the spelling, content and layout are correct. PrintGen, LLC guarantees that the document will print exactly as it appears in the PDF Preview. At this time, you understand and agree that you cannot make any changes once the order has been placed.

File Questions

What are the file specifications?

PrintGen's Retail Online Store accepts JPEG images (.jpg, .jpeg), TIFF images (.tif, .tiff), and PDF Images (.pdf).

For highest quality output, images at a 300 dpi resolution are required. DPI equals the dots per inch in an image; the higher the DPI (or resolution), the clearer and crisper your photo or image will appear on your printed piece. You cannot increase the resolution/DPI of an image just by increasing the dimensions; the quality of the image will be diminished. However, you can increase the resolution by decreasing the dimensions of the image (example: 5" x 7" image at 150 dpi can be reduced to 2.5" x 3.5" with a resolution of 300 dpi).

Are the colors shown on the preview screen accurate?

PrintGen is consistent with industry standards for "pleasing color." We guarantee finished products with industry standards and will offer recommendations to help correct the customer-submitted artwork files to ensure results with pleasing color.

Can I submit my mailing list?

Yes, when ordering post cards or self-mailers, PrintGen will accept mailing lists in an Excel (.XLS) format or Comma Separated Value (CSV) format. Tab Delimited (.txt) files are also acceptable. At this time, all mailing lists must be emailed to rita@printgen.com with your order number included. Please call 888-387-3430 if you experience any problems.