Frequently Asked Questions

How do I sign in to my account?
At the top of the screen, go to the login section at the top left and log in. If you are not registered yet, the screen will prompt you to do so.
Where’s my order?
To view the details and status of your order, log in and go to my account where you’ll find Order History. If your order status indicates your order has been shipped and the delivery turnaround time you requested has passed, but you still have not received your order, please contact Customer Support.
How do I upload a logo or image and apply it to my document?
If you have a complete design that you want us to print, please check that it meets the required file size, image dimensions, resolution, and file format before uploading. Then just click “Upload your Artwork” on the Customize page.
How do I upload an entire design?
There are three different ways to use your artwork at Copie Express You can... * Upload your graphic elements (like photos or logos) to use within an Copie Express design * Upload your complete artwork for us to print. * Upload your design and use our online tools to add text. To upload your graphic elements (photos or logos) to use within an Copie Express design, begin by choosing a Copie Express product. When you select a Copie Express design from that product’s gallery the Copie Express Studio will open for you to customize your document. To add your photo or logo, simply follow the easy instructions. To upload your complete artwork for us to print, follow the instructions on the Upload your Design page. Prior to uploading, please check our Art Specifications page to ensure compatibility and best quality. Use our online design editor tools to add text on the Customize page.
How do I re-order?
To reorder a document without any changes or edits, simply log in and go to the My Design page and select your previous artwork should be on file if you save it during the previous purchase. Then simply upload it and go through the process to checkout. We accept the following payment methods on our secure site: Visa and Mastercard.
Can I change my delivery address?
In an effort to keep costs down and to pass those savings along to customers in the form of great prices, we are a fully automated, self-service web site. As we state on our web site and throughout the checkout process, orders may not be changed or cancelled once submitted. We apologize for any inconvenience. We hope you understand our need to keep our costs at a minimum and our turnaround times fast, in order to continue to provide you with the best value in the printing industry.
What if I am not satisfied with my order?
The Copie Express Guarantee of Satisfaction Copie Express stands behinds the quality of its products and service. If you are not 100% satisfied with your purchase from us, simply contact us within 10 days from the date you receive it (or the date it was scheduled to arrive) and we will refund the full price of the product(s) in question, excluding postage and processing costs. Indeed, Copie Express takes great pride in its commitment to customer satisfaction. However, certain circumstances are beyond our control. Please note that we cannot be responsible for: Spelling, punctuation or grammatical errors made by the customer, inferior quality or low-resolution of uploaded images. Design errors introduced by the customer in the document creation process. Errors in user-selected options such as choice of finish, quantity or product type. Please preview your designs carefully and correct any mistakes prior to placing your order. In an effort to keep costs down and pass substantial savings along to our customers, Copie Express does not proof documents created by its customers prior to processing.
Can I cancel or change my order?
In an effort to keep costs down and to pass those savings along to customers in the form of great prices, we are a fully automated, self-service web site. As we state on our web site and throughout the checkout process, orders may not be changed or cancelled once submitted. We apologize for any inconvenience. We hope you understand our need to keep our costs at a minimum and our turnaround times fast, in order to continue to provide you with the best value in the printing industry.
What is your return policy?
We are committed to customer satisfaction. We will reprint or refund the cost of any product that fails to meet our customer’s quality expectations. However, we cannot take responsibility for typing, image, or design errors introduced by customers in the document creation process as described above. In an effort to keep costs down and pass those savings along to our customers, we do not review card documents for content or spelling. We guarantee that you will be satisfied with the quality of our products. If you are not satisfied with any product, please contact Customer Support within 10 days of receiving your order. Please include your order number, e-mail address you used to order, and reason for dissatisfaction. Our Customer Support department will review your request and work with you to meet your expectations.
The order I received is not complete. What do I do?
If you have received your order and believe that it is not complete, please review the details of your order to verify that all items have shipped together. To view the details and status of your order... 1. At the top of the screen, click on "My Account." (If you are not signed in yet, the next screen will prompt you to do so.) 2. Click on "Order History". To view more details, click on the Description details. Print out a copy of your transaction and contact Customer Support. Be sure to include your name, e-mail address and order number in your email or have at hand for any phone enquiry to help expedite our processing of your request.
Can I pay by check, money order or C.O.D.?
We only accept Visa and Mastercard at this time.
What methods of payment do you accept?
We only accept Visa and Mastercard at this time.
Where’s my order?
To view the details and status of your order, go to Order History inside your Account page. If your order status indicates your order has been shipped and the delivery turnaround time you requested has passed, but you still have not received your order, please contact Customer Care. Be sure to include your name, e-mail address and order number to help expedite our processing of your request.
How do I report an unauthorized purchase or billing error?
In the event you have a charge on your credit card statement that you do not recognize, please call us. If you leave a message after hours please provide us with a phone number and time that we can contact you. Please do not e-mail your debit/credit card account information to us, as generally e-mail channels are not secure.
Can you send me a bill?
To print a copy of your bill, simply go to My Account, then Order History and click See Details and print from the screen.

Printing & Processing

What is CMYK printing?
CMYK printing, also known as 'Process Printing,' is an industry standard method of printing in full colour. CMYK actually stands for the four colours used as part of this printing standard. C is Cyan, M is Magenta, Y is Yellow, and K is for 'Key,' which is the description that printers use for Black ink. CMYK printing can reproduce most colour photographs very well. In traditional printing, a full colour photograph is scanned and then run through software to create 'colour separations.' Once the separations are processed, and 'plates' are made for each of the CMYK colours, the printer runs the ink through the plates on press, and the result is your full colour image printed on paper. Printed Product Using CMYK, CMYK is the most economical method of reproducing full colour images in the highest quality, and most magazines and glossy collateral is printed using CMYK. CMYK is the standard method that we currently use to process all print jobs for customers.
What should I know about colour printing and proofs?
Viewing colour on your monitor
Computer monitors use RGB to display colour. RBG stands for Red, Green and Blue. When you print something to the CMYK process, for best results, you need to convert any RBG images, to CMYK images first. Sometimes you’ll see some changes to the image when you make this conversion, so it’s better that you see the changes first before uploading your file. Also some colours that you see on your screen are very difficult to reproduce exactly using CMYK (or any other printing method). Therefore if you have the software that enables you to process your image into CMYK before you upload the image to Copie Express, you’ll have a close idea of what you’ll get once the printed products are shipped to you. Some of the hardest colours to match going from RGB to CMYK are blues.

The differences between monitors
You also have to take into consideration that different monitor types display colours differently. For instance, many LCD or laptop monitors cannot display as much of a range of colours as other monitors. On these monitors, colours can lose contrast and many colours sometimes look similar to others (for instance, dark greens and browns). Professional designers and prepress companies use colour-calibrated monitors to ensure that the colour they see on their screens is as close as possible to the actual colour of the file. Most home users cannot afford to purchase these very high-end monitors, and therefore have to understand that there will ALWAYS be variance from what they see on the screen to what they see on their printer, or any other output device.
Why do certain colours look different after they print?
Most home and small business printers are either inexpensive ink-jet printers, or colour laser printers. It is impossible to calibrate any of these systems as they have a wide and varied range of methods of printing. Even though some printers use CMYK inks, many other factors have to be considered, and it is impossible to expect to consistently print perfect colour. We operate an extremely high-end, multi-million dollar printing facility, with consistent quality control and colour correction standards. There are so many possible factors that can affect the colour on your printed materials. The weather outside can play a part in affecting how the ink dries on the paper, and can change the colour slightly. The paper delivered from the paper mill may be slightly brighter. The ink density and constant on-press fluctuations in colour, printing press running temperature or blanket wear, could also affect colour slightly. It is impossible to expect that any professional printer can produce exactly the same printed blue on two separate days. However, we do have high quality controls to ensure as little variation as possible, especially within a single product order.
What should I know about image resolution measurements?
One of the most confusing aspects of desktop publishing and printing is resolution and the measurement of resolution. On our Web site, to minimize confusion for those new at this, we have consistently used PPI to refer to resolution, regardless of the image location or source. You may see other measurement acronyms (DPI, LPI and SPI) and wonder how they correlate. To clarify the terminology, here are definitions and explanations for each term.

PPI
PPI (pixels per inch) is how a monitor displays an image. How the image looks on the screen is determined by the resolution of the monitor (the number of pixels the monitor can display in a given area). Therefore the PPI is the display resolution, not the image resolution.

DPI
DPI (dots per inch) is probably the most familiar and most misused measure of resolution. It is not the resolution of scanned images, and it is not the measure of images on your monitor. DPI is the measure of how many dots of ink or toner a printer can place within an inch. Most printers print the same number of dots horizontally and vertically. Basically a 600 dpi printer prints 600 tiny dots horizontally across one inch, and 600 tiny dots vertically up one inch.

SPI
SPI (samples per inch) is a measurement of image resolution when doing a scan, or using an image from a CD or digital camera. Some scanning manufacturers use DPI in place of SPI in listing their scanners resolution capabilities. This is misleading because there are no dots in the image until it is actually printed. When you’re scanning photographic images, you need to keep in mind your final printing or output method. If you scan at too low a resolution and you find need to blow up your image in the software program you are using, you will end up with a lower quality image. On the other hand, using too much resolution results in wasted information and unnecessarily large file sizes.

LPI
LPI (lines per inch) is an important measurement related to the way we produces printed products. LPI is a standard offset printing term, and is dependent on the output device and the type of paper used for printing. To simulate shades of gray using only black ink, a printer prints varying sizes and patterns of halftone spots (spots are made up of many dots of ink). Small halftone spots (fewer dots) create the visual illusion of a lighter gray while larger halftone spots (more dots) appear darker, and blacker. Halftone Dots Representing Different Levels of Gray The printer uses a halftone screen divided into cells. The cells contain the halftone spots. How close together the cells are in the grid is called lines per inch. This is the LPI, or line screen. When printing in CMYK, the printer uses a different screen angle for each of the four colours. These separated colours are often called plates. Each plate prints at a different screen angle, and once all the plates are printed at different angles, the ink mixes together to create a seamless, smooth full-colour image.

Site Issues / Site Navigation

Is your site secure?
We protect our customers and their information using the most advanced standards for security. We use Secure Socket Layer (SSL) technology, which is supported by the vast majority of modern Internet browsers. SSL technology represents the highest level of security available on the Internet. It automatically encrypts information traveling over the Internet, verifies the identity of the transacting servers through certificates and digital signatures, and confirms that the integrity of message content is maintained throughout transmission. We are fully PCI compliant. (PCI Data Security Standards)

Document Design

Which file formats can I save my artwork in?
Adobe Acrobat Document (*.pdf) (recommended) JPEG Image (*.jpg,*.jpeg) PNG Image (*.png)
Should I upload my image as a background image or logo?
It depends on how you want to use the image in the document you’re creating. A background image: Will have text, photo frames and other graphics appear on top of it. Will be applied to the full bleed size of the document you’re creating (You can reduce its size after uploading.) A logo: Will appear on top of other design elements (i.e., your uploaded background image or our design). However, you may add text on top of a logo image. Please note, your photo or design must meet the required file size, image dimensions, resolution, and file format before uploading it to our Web site.
What resolution does my artwork need to be for uploading?
For display on the Web, monitors typically display images at 72 DPI. If you need your final image to appear as 3 inch by 5 inch on your monitor, your scan should be 3 inch by 5 inch at 72 SPI. In printing, for optimum results, the general rule of thumb is that your scanned image (or image from digital camera or CD) should be scanned at final display size with an SPI roughly double that of the line screen that the printer will be using for LPI. Because we use an LPI of 150, this means that uploaded images or scans need to be at approximately 300 PPI at 100% size for the very best printing results. If the scanned image is smaller than the recommended size or has less SPI than you need, you should either rescan your original at the larger size, or reload the image from your digital camera or CD. You will get adequate results if your image uses approximately 1.5 times the SPI of your final LPI. Therefore, if your original image is only 225 SPI or above at full size, the results will probably be good enough. However we recommend 300 SPI.
How can I reduce the file size of the artwork I want to upload?
Image editing software applications enable you to save your artwork in a format of your choice. In general, saving your file as a high resolution JPEG will help to reduce the size of your file while maintaining relatively high quality of your image when it is printed. The following are tips for reducing file size using specific application software. Tips on Image Size Reduction If your file is larger than 4MB, you can try saving it as a PDF, JPEG or TIF format. These file formats compress images in different ways to achieve a smaller file size. PDF is a good choice for simple line art. JPEG reduces the number of pixels and will work well for photographs that are too large to upload. Experiment with different levels of quality when saving to JPEG to get the best quality possible at an acceptable file size (less than 4 MB). GIF compresses files by reducing the number of colours displayed in the image. Therefore, it does not work very well for colour photos. It is best for online display. TIF is another recommended file format for good quality printing results. If you are using Illustrator: Flatten the Illustrator file. Open the .ai file in Photoshop and make sure when Photoshop opens the file it is 1063 x 614 pixels.* Save the file as a .psd to upload. *If your Illustrator file is too large when you open it in Photoshop, this means that you have an object extending beyond the art board. Open the file in Illustrator and make sure NO text or objects go past the black box. Re-save the file and go through steps 1-3 again. Tips on Image Size Reduction using Photoshop to decrease size of a Photoshop file, flatten the file. If it is still too large, save it as a .pdf. Select encoding: jpeg. First select #12 quality. Save the .pdf and check the file size. If the file is still too large, try saving it at lesser and lesser quality until it is small enough to upload.
How do I upload a logo or image and apply it to my document?
If you have a complete design that you want us to print, please check that it meets the required file size, image dimensions, resolution, and file format before uploading. Then just follow click “Upload your design” on the home page.
Can I resize my image after I’ve uploaded it to Copie Express?
Copie Express’s Customize function automatically assesses your image’s resolution upon upload; when your image is presented on screen it will be shown at the size that relates to 300 SPI (sometimes called PPI). If your image was uploaded at lower than 300 SPI, your image will be presented smaller than the original. If it was higher than 300 SPI, it will be presented larger. For the best results, and if you know your image is at the correct image size, you should NOT resize your image once you have uploaded it into our Customize page. If you do need to increase the size of your uploaded image substantially (more than 20%) your image quality will suffer because your image SPI will no longer contain enough information for Copie Express’s image-setter to output a high enough LPI to reproduce your image correctly. This will result in your image looking pixelated and coarse. Also you may not be aware of how bad your image will look when printed because you are seeing it on screen and in pixels, which are very forgiving. In summary, the best thing to do if you find you need to increase you image size in the Customize page more than 5- 10% is to delete your image, re-scan or re-shoot your original at a higher SPI, and upload your new image into the document. Tip: if you only need to increase the size of your image 5-10%, you can do this in the Customize page. Be careful to maintain the aspect ratio during resizing of the original photo so as not to alter their height and width of the image disproportionately. You can maintain the aspect ratio by simultaneously holding down the shift key while clicking and dragging on one of the corner handles of the image.
How do I upload a file that I have created in Microsoft® Publisher?
To upload a Publisher file, you must first set up your file to be “printed by a commercial printer” and then save your Publisher file as a PostScript file. We strongly recommend that you complete the following steps, which will help to achieve optimal results in your final printed document. (Note: These instructions are for Publisher 2002) From the Tools menu in Publisher: Point to Commercial Printing Tools. Click Fonts. Select the Embed True Type Fonts When Saving Publication checkbox. Select the Subset Fonts When Embedding checkbox. Click to clear the Do Not Embed Common System Fonts checkbox. Click OK. From the Tools menu in Publisher: Point to Commercial Printing Tools. Click colour Printing. Click Process colours (CMYK) option button (radio button). Click OK. From the File menu in Publisher: Click Save As. In the Save as type drop-down box, click PostScript. In the File name box, type a name for the file. Click Save. Publisher now displays the Save as PostScript File dialog box. In the Name drop-down box, click the PostScript printer or the appropriate output device. Note: You will need a PostScript printer driver. Publisher comes with a generic PostScript driver called “MS Publisher colour Printer.” You can also download a PostScript printer driver from Adobe.com. Click Advanced Print Settings. Click the "Use only publication fonts" option button and then click OK. Click printer Properties. Click Advanced. Double-click PostScript Options. Click PostScript Output. In the drop-down box, click Optimize for Portability. Click TrueType Font Download. In the drop-down box, click Outline. Click OK to save changes and to close the dialog box. Click OK on the Advanced Printer Properties dialog box to save changes and to close the box. Click OK on the Print dialog box to save changes and to close the box. Click Save on the Save As dialog box to save the document as a PostScript file. Your Publisher file is now ready to upload to our studio. Please click “Upload Your Design” on our main menu and follow the instructions to upload your file. Note: You may notice slight colour variations between what you view on your computer screen in your Publisher document and what you view on your computer screen in our studio. While we cannot make any colour guarantees, in most cases, if you have followed the steps outlined above, these differences will be minimized in your final printed document.
How do I change fonts, colours, spacing, etc.?
To make changes to fonts, font size, text colours or text placement in a document you are currently designing use the editing toolbar in the Customize page. To make changes to fonts, font size, text colours or text placement to a document you have already saved and/or ordered, please follow the instructions below: 1. Click on "My Account" at the top of your screen. Sign in to your account if you are prompted to do so. 2. Click on "My Design." This will bring up a list of the document(s) that you have designed and/or ordered. 4. Proceed with your changes using the editing toolbar. 5. Click on the text you wish to edit. 6. Use the editing toolbar to make changes to font, font size, or font colour. 7. Move the text by clicking and dragging or by clicking on the text and then using the arrow keys on your keyboard. 8. When edits are complete, enter your initials to indicate that the spelling/content is correct and click on the “Save” button then proceed to checkout. As a reminder, please be sure to proof your work before placing an order. In an effort to keep costs down and pass those savings along to our customers, Copie Express does not review card documents for content or spelling. Any content or spelling error is the sole responsibility of the customer.
What printing process do you use?
All of our products are printed using a four-colour (CMYK) process. We use state-of-the- art presses, resulting in unlimited colour combinations and optimum print quality.

Shipping and Delivery

What are your shipping costs?
Shipping and processing costs vary by the weight of your order and by the turnaround time you select during checkout.
Which shipping methods do you use?
FedEx.
Do you offer rush delivery service?
Yes. Our fastest shipping time is overnight, following up to 5 days to process, print, dry, package your order, as indicated in the shopping cart section of the site.
What countries do you ship to?
Canada.
Can I arrange for my own shipping provider/courier to deliver my order?
At this time we are not able to accommodate such an arrangement.

My Account

I forgot my password. What do I do?
If you know your e-mail address, but have forgotten your password, go to the main page and the Log In area click on the Forgot Your Password we will e-mail your password to you. If you are trying to sign in or use the password reminder link above, but you receive an error stating, "The information you provided is not valid," this means that we have no record of a registered user for that e-mail address. You most likely registered using a different e-mail address. If you are trying to register and you receive a message stating, "A shopper with that e- mail address is already registered," this means that an account has already been created for that particular e-mail address. Only one account can be created per e-mail address. If this e-mail address is yours, be sure to sign in instead of registering again.
How do I register/create an account?
Once you select a product and are taken to the Customize page to create or upload your design, you will be prompted to open an account. Simply fill in the required information.
How do I change my e-mail address with you?
To change your e-mail address with us, go to My Account, click on Personal Information and modify your email information.
How do I update my contact information?
To change your contact information with us, go to My Account, click on Personal Information and modify your information.