Frequently Asked Questions
- My order has been shipped, but not yet received. What do I do now?
You can find the tracking number of your order in the My Account section, in Order History. If this does not help you, please contact our customer service.
- What is the delivery time of printed products at Mid Ocean Brands?
When the artwork proof is approved before 16.30h (CET) it will be printed and sent the next working day. This is valid until 2.000 pieces from Poland for the following printing techniques: pad print, laser engraving, screen print and transfer. Higher quantities or other printing techniques may have a longer delivery time. The shipping date will always be confirmed when placing an order.
- How long will it take for me to receive my digital print proof?
Using our online print wizard you can easily create your print proof online when placing your order. Our prepress department will check your artwork and prepares your final proof for approval, within 4 hours after placing your order. You will receive an email with a (neutral) link to your online proof.
- I have a complaint, what can I do?
Always report your complaint within 14 working days after receiving your order by sending an email to your Mid Ocean Brands contact person. Please send us also the PO number you will find on the carton box and some pictures indicating the problem. We will then contact you as soon as possible to find a satisfying solution.
- Can I see where the physical stock is on the product page (in Holland or Poland)?
No. The majority of our stock is located in Poland, and most of our Benelux customers order printed goods. When comparing the distinctive production time in Poland (24 hours) with the average lead-time of external printing plants, the information about stock per warehouse is of little importance for a vast majority of our customers. Therefore, for the purpose of clarity on our web shop, we have chosen not to display this information on the product page. However, this information will be visible in your shopping cart.
- Can I place a repeat order on the new web shop?
Yes, when going to Order History/Order details, you will be able to click on the Reorder button to place the exact same order again. For print orders the print configuration will be transferred to the cart too and the set up costs for repeat order will be applied.
- When looking for the ‘AR1800’, can I enter ‘1800’ in the search field?
Yes, it is possible.
- Can I order multiple printed products at the same time?
Yes, on the new web shop you can order different printed items simultaneously. You can also put different plain stock items on one order. However, combining plain stock and printed goods on one order is not possible as our system considers printed and unprinted orders as two different order types.
- Can I use every type of logo file in the print wizard?
Yes you can, but the visualization might look less good with a low resolution logo than it would with a high resolution or vectorized logo. When using a full colour JPEG you cannot delete or change any colours in your logo whereas with an EPS (vector) logo this will be possible. We advise you to use the highest resolution logo that you have for your order. If you only have a low resolution logo available then this can still be used.
- When I place my printed order, will it go into production immediately?
No, with every printed order the proof needs to be approved before anything goes into production. This gives you the opportunity to discuss the proof with your customer and check whether something needs to be changed or not. This way nothing will go into production until your customer is completely satisfied with the PDF proof. As soon as your customer has accepted the proof you can approve it through ‘My Account – Order History’.
- Will my order go into production immediately after I approve my proof?
No, your proof will be checked by our team first. If there are any problems with it then you will either receive a new proof or a request to provide higher quality artwork from us within two hours’ time, after which we will send a new proof for your approval. If your proof is correct straight away then we will change the status of your order within two hours and start production, you can keep track of this in ‘My Account’. Please do be aware that we need two hours to check the proof which you have provided, so please make sure that you keep this in mind if there is a tight deadline involved. For a minimal lead-time, we always recommend using a vectorized logo when placing your order.
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