FAQ 2017-11-08T22:00:17+00:00

While we try to be as accomodating as we can in terms of accepting files, best results are obtained with Adobe Acrobat (PDF) files. Using Acrobat eliminates concerns about fonts and program versions. There is a service charge of $35.00 for any files we receive that are not PDF.

If you can’t or don’t want to create a PDF file, we also accept the following formats:

  • EPS (Please remember to convert fonts to outlines or include them. We cannot source fonts for you)
  • Illustrator (Please remember to convert fonts to outlines or include them. We cannot source fonts for you)
  • InDesign/Pagemaker/Quark (Please remember to convert fonts to outlines or include them. We cannot cource fonts for you.) Also please include any linked images. For layout programs such as Quark/Pagemaker/InDesign etc., a linked image is a graphic which is not stored in the publication. By linking the image, the publication’s file size is smaller and updates/changes to the image will be reflected in the publication. These linked images are required for high-resolution printing.
  • We will also try our best to work with Microsoft programs such as Word and Publisher. For best results, please create your file using your favourite Microsoft program, then convert it to Acrobat format.

Not all images will print the same. Please read the next section about image quality.

The required resolution depends on the final output size of your photo/graphic as well as the printing method which will be used to reproduce your artwork. As a rule of thumb for photos:

300 dpi for press (set photos as CMYK)
150 dpi (minimum) for colour copies
150 dpi for digital posters

Please keep in mind that these resolutions are based on reproducing your artwork at 100% of the size you scanned the photo. If the photos must be scaled up, you must increase the dpi by the same factor (for example, if you plan to print your photo at 200% of its original size, you must scan at 600 dpi – 2X scaling for size AND dpi).

Please remember that you cannot improve resolution in Adobe Photoshop by entering a new dpi value in the image resolution box. While resolution can be reduced this way, the only way to improve/increase resolution is to re-scan your photo at a higher resolution.

Images you find on the Internet are designed for viewing online and won’t print very well. They have a resolution of about 96 dpi which is too low for printing. There is no way to increase the resolution of an online graphic to make it suitable for printing.

Please be aware that images on the net are usually copyrighted and not free for downloading. It may be illegal to use them. Heartland Printing & Graphics is not responsible for obtaining authorization to use any pictures or graphics we are supplied for printing or photocopying. We will not be held responsible for any legal issues that may arise from printing the images. Heartland assumes that you have the legal right to use any files or hard copies you supply. Please make sure that you have the right to use any image you give us.

Using email or by creating a link to a Dropbox folder or similar file storage link.

If you need to reproduce logo in one colour, for instance on a business card, you may be asked to provide it as a line art scan. You should be able to select ‘line art’ as a setting on your scanner. Line art should contain no screen (shaded areas) and should be scanned at a minimum of 1200 dpi (for printing at 100% of the size you scanned).

Please leave yourself time to complete the job; Give us the exact date and time that it is required. If you have until 4:00, let us know that, and we’ll do our best to deliver it on time.

In cases like this, it helps if we can stay in touch. If you give us a phone number where we can reach you, we can resolve the type of last minute issues that are common with rush jobs.

Please supply clearly labelled CD’s with the correct fonts and images. We have a lot of jobs in progress, and clearly labeling yours will help us process it quicker.

Unfortunately, due to other commitments, we may not be able to look at your CD while you wait.

Here’s what we’ll check

  1. Can we read the CD ? Please check after buring to make sure you have a good burn.
  2. Are the files set up properly and is resolution OK for printing?

Our current procedure for checking CD’s is as follows: We inspect CD’s at 11:30 and 3:30 daily. This inspection is to check that the CD is readable. This is free provided the CD is accompanied by an order. If you need the CD checked while you wait or sooner than our production schedule allows, a $20 fee will apply.

If we are also checking if the file is set up properly, resolution is print quality, all images/fonts are included etc. a $30 fee will apply. This fee includes a sample printout of any one page number you specify— you will use this to check print resolution quality. If no page is specified, we will print the first page on which graphics appear.

Additional pages will be printed for $1 per page, if requested. If files/images/fonts are found to be missing, a new inspection cost will apply for any further CD’s supplied. Please note the $35 non-pdf file charge still applies. We cannot waive charges if the order is cancelled or put on hold.

For new customers (or those not on account), all fees for disk inspection must be prepaid. If you have an account with us (in good-standing), the fee(s) will be added to your invoice.

It’s a good practice to always include all the details/specs of your job including: job name (this should be something you will recognize on an invoice), quantity, job type (bw copies, colour copies, offset printing etc.), paper size, single or double sided, finishing (stapling, hole punching, laminating, mounting, folding, bundling etc.), due date and time, your purchase order number or cost centre.

Most importantly, please include your full name, company and contact numbers. It also helps if you include a cell/pager number so we can resolve issues immediately. If possible, please include an alternate contact person (with contact numbers) if you plan to be away from your phone/desk/office while your job is in production.

Please remember that the person you speak to on the phone may not be the person producing the job. Please include all details and use the subject line of your email to refer to your job title.

You will create your own on-screen proof after entering all information in the data entry screen. You will then have the option to make changes or submit your order for printing. We recommend printing out the final proof screen for your records. It is a good way to keep track of what names you ordered and what the details were.

Unless we indicate otherwise please set up your job as follows:

  1. We prefer pdfs. There is a $35 charge for non-pdf files. We offer a free pdf-creation software on our web site.
  2. Set your document size to be the same as the final trim size. If your document has a bleed, you must include a minimum of 1/8″ bleed on each and every side (regardless of whether every side bleeds).
  3. Please supply us sequentially numbered paginated file – with each document page representing a finished page. If you require a booklet “2-up or “4-up” on a page, etc., we will reorder the pages so that it prints correctly.
  4. For non-pdf files, please supply all linked images and all fonts used in your document. Please remember to supply only the fonts and images that apply to your file.
  5. We do not proofread or spell check your file. Please do this before you supply your file. If you find mistakes after we have begun working on your project and need to supply new files, we will have to charge you for the work already completed. We may have spent already spent time preparing your file for printing.
  6. We can make corrections to your pdfs or other files for a minimum of $35. We will impose your files when requested (for example, print two 5.5 x 8.5 pages on one letter-size page) for $5 per source-file page, with a $15 minimum charge.
  7. Be sure to supply only clearly labelled CD’s.
  8. Don’t give us your only copy. Always keep a copy of your project on your computer’s hard drive or on a duplicate CD. In the event that your CD is not returned or is damaged, you should have a back up copy. We cannot be responsible for lost or damaged CD’s.