FAQ

Below are a list of the most frequently asked questions.  They are grouped by subject. If you cannot find the answer to your question, please contact us.

Artwork FAQ

Recommended Preflight File Checklist 

Vector Files 
• Outline (convert to curves) all fonts 
• Embed all images 
• Are image files adequate resolution? 
• Image files CMYK? 
• Document in CMYK Colorspace? 
• If color matching is required, are your colors in PMS spot colors? 
• Have you used transparency effects? Rasterizing/Flatten your file if yes. 
• Are your blacks set to 20,20,20,100 ?
• If contour cutting is required, have you given .125” bleed? Are your contour lines on a separate layer, or all an easily distinguishable color? 

Rasterized Files 
• Flatten file (remove layers) 
• Document in CMYK or Grayscale Colorspace?
• Is your file an acceptable resolution for your audience?
• If color matching is required, we strongly recommend layered or vectored files.

All Files 
• If mounting on a substrate, have you provided at least .125” bleed?
• Is your file sized properly?
• If a large print, is it scaled properly?

File Formats

Why don't you accept InDesign or CorelDraw files?

We just don’t want to deal with adding file structures to our server, install fonts, etc. for each InDesign file, and we just don’t work in Corel at all.

Each of these programs can export print ready .PDF, .EPS or .AI files.  Just remember to convert all your fonts to outlines/curves and embed all your linked artwork!!!

What resolution should my files be?

For large format prints, 150ppi is adequate for most jobs.  For items that will be viewed very closely we recommend 300ppi.

The following table will assist you in determining which resolution is best for your application.

Resolution

Should I include the font(s) with my file?

No.  For vector files please outline/convert to curves all your copy.  For .PSD files please rasterize the layers that contain text before sending.

Why does my file need to be CMYK and not RGB?

We print in a CMYK colorspace. This colorspace does not have the range that RGB has, and it really shows in the bright oranges, greens, and blues.  Some of your reds might even turn salmon color.  We want you to see your artwork before you send it to us in the colorspace it will be printed in.  We can accept RGB files without any problem, they will just be converted to CMYK during our prepress.

CMYK vs RGB

How do I keep my blues from printing purple?

On screen blues can easily shift to purple when printed.  100,100,0,0 on screen is a pleasant blue, when printed it is a bright purple.  The rule of thumb to make sure your blues stay blue is to keep your magenta 30% less than your cyan.

i.e.: 100,70,0,0 or 70,40,0,0

Do my blacks have to be 20,20,20,100?

Technically…no.  But if you use other blacks you might not appreciate the results.  If you use 0,0,0,100 for your black (which is most common among Illustrator users) then the result will be a dark grey/brown and not black.  If you use 75,68,67,89 which is the standard rich black in Photoshop you have 299% ink coverage.  Most materials we print on can take 300%, but there are some that are rated for 250% or even 200% saturation.  If your material can not absorb the ink it can drip and run and smear. Best case is your delivery date is held up because we have to give the print an extra 24-48hrs to dry before can proceed to production.  We highly recommend setting all your blacks to 20,20,20,100, and you will be responsible to cover the cost of reprints if the results are not what you expected.

Can you match a Pantone color?

Yes…and No.

We highly recommend all our clients purchase a Pantone Color Bridge book.  This will show you what your PMS # will look like when printed CMYK. These are the colors we will match.

Can you match a color swatch?

Again, a yes and no.  It all really depends on if the color is in the CMYK gamut.  If it is, then we will be happy to match your swatch.  We charge $75/per color for matching to cover the materials and labor.

Legibility of Copy

We are often asked how far away people will be able to read my copy. There are many factors like typeface, kerning, contrast and how fast the viewer is moving past, but the following is typically a good reference:

Legibility

Overprint, the never ending nightmare.

If you don't know what this is, good.  Don't ever use it unless you are a trained professional on a closed course. Trained professionals use this to intentionally overlap inks and simulate substrate colors.

You must make sure overprint is turned off for all objects on your files, we are not responsible for any unexpected colors or results.

Please double check all logos and artwork before sending.

Can I use transparency effects?

Any file with transparency effects needs to be rasterized before sending.  These effects have unpredictable results when they go through our rip. 

We do not check for non-rasterized or flattened transparency effects, as it should be a part of your basic file setup.

Can I change my order after it goes into production?

Additions and corrections may be made on your order prior to production. Once an order goes into production, no changes are accepted.

If a change still needs to be made after an order goes into production, place another order.

Website FAQ

Things are looking wierd, and things aren't working on the site, how do i fix?

As site get more complicated, getting them to load faster puts more and more into the cache on your computer.  Chances are all you need to do is clean it and all will be good.

First you can do a simple "Reload without cache" use one of the following:

  • Hold the Ctrl key and press the F5 key.
  • Hold the ⇧ Shift key and click the Reload button on the navigation toolbar.
  • Hold the Ctrl key and click the Reload button on the navigation toolbar.
  • Hold the ⇧ Shift key and press the F5 key.

If that doesn't work, then browse to the following link based on which browser you are using http://www.wikihow.com/Clear-Your-Browser's-Cache

Why can't I see anything in the wholesale section?

Chances are we have not confirmed your account.  Call us and we will set you up right away. 972-466-2100

How long does it take for my order to ship?

Most orders are completed and ship within 2 to 3 business days.  If you need it faster, we will soon have a RUSH option for your orders at an additional fee.  Some larger orders may take more time and we will contact you once we have calculated the production time.

I need help with the website. Who should I call?


    • How do I place an order?  
    • What do I do?  
    • I don't know what to do next?

These are a few of the questions coming our way.  If you have questions about our website, or just need help, give us a call at 214-550-5061.  It's a direct line to our in-house Eagle Eye Customer Service.  We are here Monday - Friday, 8:30am - 5pm, Central Time.

Order statuses explained

ORDER PLACED: We have recieved your order, but it has yet to be worked on.
DESIGN: Our design department has your order.
PRE-PRESS: We are getting your files ready for print
PRINTING: Your order is rolling off the printers, no changes may be made to your order at this point.
PRODUCTION: You order is being laminated, trimmed, mounted, etc.
FINISHING: Banner order is being finished, hemmed, grommets, etc.
PACKAGING: Order is being prepped for shipping.
SHIPPED: Your order has shipped and you will recieve an email with the tracking number.
PARTIALLY SHIPPED: Some of the order has been shipped, the rest will be along shortly.
READY FOR PICKUP: Come and get it!
INSTALL SCHEDULED: We have put you onto the schedule, check your order messages for the date if it has not been discussed.
INSTALLED: We have finished installing your job.

ARTWORK HOLD: Error with the files, you will recieve a message informing you of the steps that need to be taken to proceed.
HOLD: Typically requested by client, or something went wrong.  We will contact you ASAP.
QUALITY CONTROL HOLD: Something went wrong! Oops! We are working to fix it ASAP.
ACCOUNTING REVIEW: It has been sent to our accountants to sort out payment issues
INVOICE: An Invoice has been sent for your payment

Banners FAQ

What size grommets do you use and what is their spacing?

We use #2 brass grommets which have a 3/8" ID and a 7/8" OD.  We put one grommet in each corner, and 1 grommet every +/- 2' around the perimeter.

How long are the ropes going to be?

When ropes are ordered, they will be 6ft long coming from each corner.

Why did you sew through my text?

You need to always put at least 1.5" of safe space around the edge of your banner for stitching. For pole pocket banners leave at least 6" of safe space on the pocket sides.

What is Basic Reinforcement?

We attach vinyl squares between each grommet and the banner. This provides an extra layer of vinyl at all of the stress points on the banner.  No hemming is involved.

Do you offer wind slits?

When the wind turns a banner into a sail, some customers ask about wind slits. When asked, we recommend against wind slits. They produce minimal benefits, weaken the vinyl, introduce tears, and distract from the images and text of the banner.  Experts caution that wind slits only ease the stress on a banner by 2%, at the same time weakening the strength of the vinyl. 

How much space do I need to allow for hemming?

We fold an inch and a quarter of vinyl and use a double lockstitch hem.  Our hemming produces a strong reinforced edge on all sides of the banner. If your printing needs to bleed into the hem area, be sure to allow for the extra material to fold over.

What if there are typos in the text on my banner?

We do not proofread your text. You are responsible for the accuracy of everything on your artwork. 

If we design the artwork, you will receive a proof to review. Once a proof is approved, you are responsible for any typo.