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Your complete satisfaction with our product and service is important to us. With this in mind, we have compiled a list of frequently asked questions from customers just like you!
Why can't I see any pricing on the site?
Pricing and ordering capabilities are available after you create an account. We are a wholesale site and the account login protects those who don't want wholesale pricing to show when they use TOG.ink as a reference for their clients. Once signed in, pricing for all products will be displayed.
I have forgotten my account number or password. What should I do?
No worries! Contact our Customer Care Team: Call 866.708.0177
What files do you accept?
We accept print-ready PDFs only. Please review our Artwork Specifications Grid to learn more about the artwork specifications required for each print process. Also review the "Product Details" listed on each product page before placing your order.
What if I need help customizing my item(s)?
Contact our Customer Care Team!
Do you offer photo retouching or other modifications of artwork?
TOG.ink is a custom print tool for designers who want to upload their complete and finished artwork to create unique stationery pieces, so we do not offer artwork modification services. Your order will print exactly as you have uploaded it.
Can I see a proof of my order before it prints?
You will see what the product looks like as you upload your artwork but you can also click on "Preview" in the shopping cart to see a PDF preview of your item.
How long will my order remain in my shopping cart?
Your order will be stored in your shopping cart for 180 days.
If I'm not ready to check out, can I save my items for later?
Yes, if you have created an account, you can save your work to "My Projects" in your account. From the shopping cart, click the Save for Later link to move items to "My Projects" and out of the cart.
Do you charge sales tax?
We collect sales tax for all 45 required states and the District of Columbia. States that do not have sales tax are: Alaska, Delaware, Montana, New Hampshire and Oregon. We do offer tax exemption for businesses that can provide proof of exemption. Please email your tax exemption certificate(s) to taxforms@theoccasionsgroup.com to get set up. Please Note: TOG.ink is required to have sales tax exempt forms on file to avoid charging sales tax for orders shipped to some states. Please refer to your new account materials or call Accounts Receivable at 800-651-6789 to see if a sales tax exemption form is required for your state.
What will appear on my credit card statement?
Your credit card statement will show The Occasions Group.
What printing processes do you offer?
Digital, thermography, letterpress, foil stamping, White Ink, enhanced raised foil and UV printing on clear stocks. Visit Our Printing Processes and you'll understand why we should always be your #1 choice for exceptional print.
Can I combine these processes?
Yes, in most cases! This is a huge benefit when working with us; we call it "print pairings". We pair digital print with timeless treatments to create new looks that are on trend. Some of our favorite print pairings are digital + foil, letterpress + foil and digital + thermography.
What types of paper do you offer?
We offer the paper variety and quality you should expect from a leader in the social and custom print industry. Visit Our Papers and we'll show you (as well as we can on screen) just how impressive our paper options are.
What is photo quality like on glitter paper?
Beautiful! Although photos that sparkle aren't for everybody so we do offer a second option. You can upload a separate layer behind your digital art that indicates in solid black where you don't want glitter to appear (in this instance, the area where your photo will be) and we will run a hit of white in that specific area to knock out the glitter effect. You will upload this separate layer in Artwork Area #2 in the artwork upload process.
What about ink and foil choice?
See swatch pdfs (with their corresponding PMS numbers) for letterpress, thermography and foil.
How do you ensure accurate color matching?
The Occasions Group has been awarded the G7® Master Qualification by Idealliance, which means we use the most modern technology, techniques, proofing and press control standards available to produce a close visual match from proof to print. Idealliance's industry-leading set of best practices for achieving gray balance allows for impeccable color alignment across the manufacturing process.
Is there a file size limit?
We don't have a specific file size limit, but for fastest upload times and best results, try to keep your file size to 5MB or under. Removing the "editing capabilities" will usually result in a file size that is optimal for uploading, yet high resolution for print.
How can I see where the die line, score line or perforation line will hit my art?
Please visit the Product Templates page to download the correct template for your product size.
How do I choose the correct envelope size?
Look for the matching code. You might be familiar with codes A1, A2, A6 and A7. At TOG.ink, you will find other codes as well. Make sure you choose the envelope with the same code as the product you're ordering. For example, the 5 1/2 x 5 1/2 square flat card will have code S1 in the title. Therefore, you should find the envelope with S1 in the title to ensure you have the correct match.
What if I can't find the product or print type I'm looking for on TOG.ink?
We're committed to adding new products every couple months. If you'd like an estimate for something that's not currently online, please fill out this form.
When will my order ship and how much will it cost?
Please refer to the item’s Product Detail page for estimated production times. Please note: orders placed after 2:00pm CST will start production the following day as "day 1". If you order more than one item, the item with the longest production time will determine the ship date for the whole order. We use flat rate shipping, which means shipping rates are based on the order value before discounts are applied. See the Flat Rate Shipping Table.
How can I get my order faster?
See the Flat Rate Shipping Table for shipping options including next-day delivery. Please note shipping time is actual transit time, not including production days.
How can I track my order?
You will receive one or more tracking numbers in the confirmation email we send when your order has shipped.
Where are you shipping from?
Most orders will ship from our facility located in North Mankato, Minnesota.
I'd like to ship the order directly to a customer. What paperwork will they see in the shipment?
A packing slip with no pricing will be placed in the package.
What if something is wrong with my order?
We do our best to make sure every item is printed exactly as ordered. However, if we made a mistake printing or fulfilling your order, we will work with you to reach 100% satisfaction. Please get in touch with our Customer Care Team if you have any questions or concerns. They're always happy to help!
Can I return my order?
Due to the nature of custom print, returns are not allowed. If there is a problem with your order, please contact the Customer Care Team by phone, email or online chat. One of our specialists will help you resolve any issue you may have.
What if I placed my order but need to make a change or cancel it?
We offer a fast turnaround on all products, which means orders are sent to production almost immediately after being placed. Please contact the Customer Care Team as soon as possible after you have placed your order to see what changes can be made.
