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COVID-19 Customer Service and Shipping FAQs

Learn How UPrinting is Addressing COVID-19's Impact on Our Customers, Orders, and Employees.

To our most valued customers,

As COVID-19 continues to impact our communities we wanted to help answer any printing questions you may have. As always, we are passionate about—and committed to—expert-quality printing for our customers and we intend to keep that promise during this challenging and uncertain time.

Here at UPrinting we care deeply about the health and well-being of our customers, employees, and the communities we work in. It is our top priority to ensure everyone’s safety while continuing to offer the same high-quality printing and friendly customer service our customers count on.

Q:
Are you still accepting orders?

A: Yes, we are still accepting orders online or through our customer service.

Q:
How are you minimizing the spread of the novel coronavirus (COVID-19) in your facilities?

A: We are closely following the safety guidelines from public health organizations, particularly the Center for Disease Control (CDC) and the World Health Organization (WHO), and working hard to ensure our facilities are taking strict preventive measures to minimize any potential spread of the virus.

Q:
Will I get my order?

A: Yes, we have an ample supply of materials in all our facilities to print orders for the coming months. It is unlikely that the materials will run out soon, and if stocks are low, we have vendors who are ready to replenish our supply. We have multiple facilities across the nation which enables us to have redundancies. If there are facility closures, we will route your orders to open facilities. The contingency plans we have in place ensure that our employees are safe and secure while serving the needs of our customers.

Q:
Will my order be on time?

A: We will do our best to deliver your order on time based on the estimated delivery date. At present, our teams are working hard to ensure that all orders arrive on schedule. We will continue to follow applicable government orders based on our locations and respond swiftly to make any needed changes (such as rerouting your orders based on our contingency plans).

Q:
Can I cancel my order due to COVID-19?

A: Our cancellation policy remains the same:

An order may not be canceled once it is "In Production". If the order is still in the preflight or proofing stage, it may be canceled subject to the following fees, when applicable:

  • Orders placed, paid for and then canceled before 5 p.m. PT on the same day may be refunded in full or booked as store credit to be applied to future orders;
  • Orders below $100 will not be subject to cancellation fees;
  • Orders from $100 to $500 will be subject to a $15.00 cancellation fee;
  • Orders $500 and above will be subject to a cancellation fee of 3.5% of the full order amount

Q:
How can I contact you if I have specific questions about my order?

A: To ensure the safety and well-being of our customer service department, we have temporarily changed our customer service hours. Please call 888-888-4211, Monday to Friday, 5 a.m. to 7 p.m. Pacific Time. We appreciate your patience and understanding.

Q:
Can I still pick up my order?

A: For the safety of our customers and employees, all our pick-up locations are temporarily closed until further notice. You can still receive your order by choosing any of our shipping options.

Q:
Can we get the coronavirus through paper or cardboard?

A: It's highly unlikely and only theoretically possible, according to cell biologist Carolyn Machamer. In a John Hopkins University interview, she explained that these surfaces contain less than 0.1% of the "starting virus material" and infection is unlikely at the levels that stay on the surfaces "after a few days."

According to a recent study published in The New England Journal of Medicine, COVID-19 lasts up to 24 hours on cardboard. The Journal of Hospital Infection found that the virus lasts between 3 hours to 5 days on paper, depending on the amount found on the surface. The larger the amount, the longer it is likely to last on paper.

To prevent any risk of contamination or spread, UPrinting is taking safety measures in all our facilities and our employees diligently follow strict safety guidelines from the CDC and WHO on safe distancing. In addition, as best practice precaution we would recommend everyone to wash hands thoroughly with soap and water after touching any newly introduced surface.

Q:
What are the best resources for my business?

A: We understand there is a lot of information available. To make it easier and save you time, we have compiled resources where you can find financial support, COVID-19 health and safety information, and creative marketing ideas.

Q:
How can I apply for a loan for my small business?

A: The new coronavirus stimulus bill offers relief to hard-hit small businesses with 500 or less employees in the form of loans. We've broken down the information on how the bill helps small businesses and what you need to apply for a loan through SBA-backed lenders and banks.

Q:
Do you have free design templates we can use?

A: Yes, we do. Download from our Free COVID-19 Design Templates page. We have assembled the most popular designs for Stickers, Labels, Menus, Postcards, Window Clings, Postcards, Flyers, Posters and more, that your businesses can use.

Q:
Are there ready-made templates with safety guidelines and reminders on COVID-19 that I can print ASAP?

A: Yes, you can download any of the free design templates from the on our CDC posters page. Topics include coronavirus information, handwashing instructions, and symptoms of the virus.
Thank you for your patience and understanding during this challenging time. We will continue to monitor the situation and may update our FAQs as the situation evolves in order to keep our customers and employees healthy.

We sincerely hope you and your loved ones stay safe and healthy. Thank you for your continued support.

Best regards,
From your Print Specialists at UPrinting