Frequently Asked Questions
Find answers to common questions about custom orders, artwork, design services, production, shipping, and more. If you don’t find the information you’re looking for, we’re happy to help—just contact us.
Orders & Custom Products
How do I place a custom order?
Browse our collections and select the product you’d like to customize. Depending on the product, you can upload your own design or choose our Professional Design Service. Complete the customization options, add your item to the cart, and proceed to checkout.
Can I upload my own artwork?
Yes! Many of our products allow you to upload print-ready artwork. For the best results, we recommend high-resolution PDF, AI, EPS, SVG, PNG, or JPG files.
What if I don’t have a design?
No problem! If you don’t have a design, simply choose one of our Professional Design Service products. You don’t need to have a finished design—just an idea is enough to get started. We’ll work with you to bring your ideas to life by discussing your vision, branding, colors, wording, and style preferences. Whether you have a clear concept or just a starting point, we’ll create a custom design for your review and approval before production begins.
Will I receive a proof before printing?
Yes. Products that include our Professional Design Service receive a digital proof for your review and approval before production begins. The proof allows you to confirm that the design meets your expectations before production begins. Digital proofs are provided for review and approval purposes only and are not intended for reproduction, distribution, or commercial use.
Design Services
What is included with the Professional Design Service?
Our Professional Design Service includes up to one hour of design consultation, divided into two 30-minute sessions, along with a custom design created specifically for your project. You’ll receive a digital proof for review and approval before production begins.
What happens if my project requires additional design time?
Additional consultation or design time beyond the included hour is billed at $10 USD per additional 30-minute increment. We’ll always discuss any additional charges with you before continuing.
Can you match my business branding?
Absolutely. We can incorporate your logo, brand colors, fonts, and overall style to create designs that are consistent with your existing brand identity. If available, upload your logo and any brand guidelines during the ordering process.
Can I request revisions to my design?
Yes. We want you to be happy with your design before production begins. Your order includes revisions during the one hour of consultation provided with our Professional Design Service. If additional design time or revisions are needed beyond the included consultation, additional charges of $10 USD per 30-minute increment will apply. We will always discuss any additional charges with you before proceeding.
What if I change my mind after approving my proof?
Once a digital proof has been approved and production has begun, additional changes cannot be guaranteed and may result in additional charges or require a new order, depending on the stage of production.
Artwork & Intellectual Property
Who owns the artwork created by Borderless Print House?
Original artwork and designs created by Borderless Print House as part of our Professional Design Service remain the intellectual property of Borderless Print House unless ownership or licensing rights are otherwise agreed to in writing. The purchase of printed products does not transfer ownership of the original artwork or design files.
Can I request the original design files?
Yes. If you would like the original design files or additional usage rights, please contact us. Ownership or licensing of original artwork may be available for an additional fee and must be agreed to in writing before the files are released.
Can I use my own logo or artwork?
Absolutely. If you own the rights to your logo, artwork, or other design elements, you may upload them for use on your custom products. By submitting artwork, you confirm that you have the legal right to use and reproduce the files you provide.
Unless otherwise requested in writing, you also grant Borderless Print House permission to photograph, display, and showcase the completed product and/or approved artwork in our portfolio, website, social media, and other promotional materials. If your project is confidential or you prefer that it not be featured, simply let us know before production begins, and we’ll gladly respect your request.
What if the colors on my printed product look different from my screen?
Colors displayed on computer monitors, tablets, and mobile devices may vary from the final printed product due to differences in screen settings and printing processes. While we make every effort to produce accurate, high-quality results, slight color variations are normal and are not considered printing defects.
Production & Printing
What file formats do you accept?
We accept high-resolution PDF, AI, EPS, SVG, PNG, and JPG files. Whenever possible, vector files are recommended for the best print quality. If you’re unsure whether your artwork is suitable for printing, we’ll be happy to review it before production begins.
What if my artwork isn’t print-ready?
If your artwork requires adjustments before printing, we’ll let you know. Minor adjustments may be made when possible. If more extensive design work is required, we’ll discuss your options with you before production begins. Additional design services may be subject to additional charges.
Can you print double-sided products?
Yes. Many of our printed products are available with single-sided or double-sided printing. Available options vary by product, and any additional charges will be clearly displayed on the product page before checkout.
What paper finishes do you offer?
Paper finish options vary by product and may include Standard Matte and Premium Gloss. Available finishes will be listed on each product page during the ordering process.
Shipping & Turnaround
How long will my order take?
Production times vary depending on the product, order quantity, and design requirements. Orders that include our Professional Design Service will enter production after your digital proof has been approved. Estimated production times may vary during peak seasons. If you have a specific deadline, please let us know before placing your order, and we’ll do our best to accommodate your request.
When does production begin?
Production begins after your order has been placed, full payment has been received, and all required artwork or design information has been provided. For orders using our Professional Design Service, production begins only after your final digital proof has been approved.
Do you ship to both Canada and the United States?
Yes! Borderless Print House proudly serves customers throughout both Canada and the United States. Shipping options and rates are calculated at checkout based on your delivery address.
Can I request a rush order?
Rush production may be available depending on the product, order size, and our current production schedule. Please contact us before placing your order to discuss your deadline. Additional rush production fees may apply.
Do you offer local pickup?
At this time, we do not offer local pickup. All orders are shipped directly to the address provided during checkout.
Will I receive tracking information?
Yes. Once your order has been shipped, you’ll receive a shipping confirmation email with tracking information, allowing you to monitor your package until it arrives.
What happens if my package is delayed?
Once an order has been shipped, delivery times are the responsibility of the shipping carrier. While we cannot guarantee carrier delivery times, we’ll gladly assist you in tracking your shipment and resolving any shipping-related concerns whenever possible.
Can I make changes to my order after it has been placed?
If you need to make changes to your order, please contact us as soon as possible. We will do our best to accommodate your request; however, once production has begun or a digital proof has been approved, changes may not be possible and additional charges may apply.
Returns & Payments
Can I cancel my order?
Orders may be cancelled if production has not yet begun. If design work has already started or materials have been ordered, cancellation fees may apply. Once production has begun, orders cannot be cancelled.
Can custom products be returned or exchanged?
Because our products are custom-made specifically for each order, returns and exchanges are generally not accepted unless there is a manufacturing defect, the product was damaged during shipping, or an error was made by Borderless Print House.
What if my order arrives damaged or incorrect?
If your order arrives damaged or there is an issue with the product, please contact us within 7 days of delivery. Include your order number and clear photos of the product and packaging so we can review the issue and determine the appropriate resolution.
Do you offer refunds?
Refunds are evaluated on a case-by-case basis. If an error was made by Borderless Print House or your order arrives damaged, we’ll work with you to provide an appropriate solution, which may include a replacement, store credit, or refund when applicable.
What payment methods do you accept?
We accept the payment methods available through Shopify’s secure checkout, including major credit and debit cards, Shop Pay, and other supported payment methods available at checkout.
When is payment required?
Full payment is required before production begins. Orders requiring Professional Design Service will begin once payment has been received and all required information has been submitted. Production will not begin until your final digital proof has been approved.
Will I be charged sales tax?
Sales tax is calculated automatically during checkout based on your shipping destination and applicable tax regulations.
Still Have Questions?
We’re here to help! If you couldn’t find the answer you were looking for, our team is happy to assist with custom orders, design services, product recommendations, or any questions about your project.