ARTWORK AND DESIGN Where are your layout templates? All of our templates are available
for download. You can download
the artwork templates by clicking here. (*mac users may
need to click, hold, and choose download link to disk) All orders
must be in Mastertrack specs or additional charges and delays
may apply.
Can
I use templates from other disc manufacturers? We can accept templates from other
disc manufacturers most of the time. Artwork set up is fairly
standard in the replication industry so generally there is no
problem.
What is a
bleed and when should it be used? A bleed is extra area outside of
your document that is trimmed off to insure proper cuts. In
simple terms - your background should go off an 8th of an inch
more than your actual print size. Although our cutting staff
is extremely precise, we can not guarantee any print job cuts
without the added bleed when required. This is an industry standard
followed by any printshop. Also, please keep your text at least
1/4" away from the edge of the piece. This way your text
is in a "safe" area. If you have any questions regarding
this policy you may call us.
What type
of files do you accept? You can download specs and templates
to all of our most popular packages from our website. All file
formats should be CMYK and have bit map resolutions of 300dpi
. At the time, we do not accept quark files, Pagemaker, Corel
Draw, or any similar software. However, these formats can be
easily converted into an industry standard by exporting them
as: .eps .pdf .tif .jpeg . If you are unsure about your file
format, give us a call and we will help.
Adobe Photoshop CS2 or earlier(.psd)
- Do not flatten
Adobe Illustrator CS2 or earlier(.ai or .eps) - Fonts converted
to outlines/curves, embed all images
Adobe InDesign CS2 or earlier (.indd) - Include all essential
directories
Adobe PageMaker (.pmd) Exported as a PDF - Fonts converted to
outlines/curves, embed all images
QuarkXpress (.qxd) Exported as a EPS or PDF - Fonts converted
to outlines/curves, embed all images
We also accept these standard industry formats: .eps .pdf .tif
.jpeg
Can I resize
my 72dpi artwork to 300dpi? Unfortunately, you can not increase
your resolution for a design that has already been created at
low resolution. The output will be blurry or grainy, and at
times, unreadable. The only solution to this is to redesign
your piece at the correct resolution from the very beginning.
Tell
me about your disc printing methods. Black Text disc face printing
printed onto a silver disc face is the most economical printing
method we offer. Basic 1 color logos and line art will work
great. Greyscale images and photos do not work. Full color digital direct
disc face printing for an
additioanl $0.45each is the latest technology for small run
disc printing! It provides a fantastic full color, photo realistic,
glossy image to the disc face. Many other duplication plants
use ink-jet printing or adhesive stickey labels - this is not
the best method for full color disc printing.
PROOFING What types of artwork proofing services do
you offer before you print? We offer free PDF or jpeg proofs
before we print anything. These proofs are emailed to you in
a low resolution format and help to insure that proper placement
and file translation has been represented. We also offer hardcopy
proofing services for an additional fee. Please speak to your
sales representative about hard copy proofing services.
CD PLAY TIMES What is the maximum playtime
for cd audio? The Phillips CD specification for
CD Audio and CD-Rom formats defines that the maximum playing
time is 74 minutes and 44 seconds. Mastertrack accepts masters
up to 76 minutes. Longer play times of up to 79 minutes may
be possible but we cannot guarantee that the discs will play
satisfactorily in all CD players and drives.
GENERAL How can we reach you? Our General Office Sales Office
Hours are:
10am-5pm Monday - Friday
Always contact us to make an appointment if you would like to
drop off your essentials in person.
You may order on our website 24 Hours a day. If you have a question
after business hours, our customer service representatives check
their email regularly. Go ahead and email us, chances are you
will get an answer through the weekend or late at night.
Phone: 831.476.7321
Toll Free: 866.369.3397
Fax: 831-480-5960
Address:
3140 Porter Street #F
Soquel, CA. 95073
Please phone ahead for an appointment first.
What is your
turnaround time? Most products that we offer can
be ready to ship in 2 or 4 business days. Our full color jackets,
wallets and digipak products take 10 business days.
Is my information
safe on your website? None of the information we collect
for order processing or from inquiries is shared with any other
company or website. Your information is only used to contact
you when necessary. Credit Card information is only used to
bill you for products and services ordered. Your order is submitted
and retrieved with a secure connection and remains secure at
all times.
SHIPPING What shipping carriers do you use? Our primary shipping partners are
UPS and FedEx. If needed we can ship using your account number.
If you have special requests please do not hesistate to contact
us. Call us and we will work with you to get your project to
you in a cost effective and timely manner.
How much will
shipping cost? Please use our online quote form.
We can email you a complete quote that includes shipping charges.
Clients may also use thier own UPS or FED EX account numbers.
How long does
shipping take? UPS Ground shipping takes from
1 to 6 business days depending on your distance from our facility
in California. We can also ship you products next day air, 2-day
air, or 3 day select when needed.
Will you break
up boxes and ship to multiple locations? If your multiple shipments are
broken up into full boxes, we can drop ship mutliple boxes(up
to 2) at no charge. If the boxes have to be broken down into
quantities smaller than a full box, we charge $25 per box that
has to be broken apart for handling and material costs.
Will you blind
or 3rd party ship? For our reseller customers, we
have made it a priority to make sure we are transparent in the
printing process. As far as your clients are concerned, you
are the printer! When requested all Blind Shipped orders will
be shipped in a plain box with no additional advertisements
or promotions packed with your order. Where can i find my tracking number? On the day that your order ships
we will send your shipment tracking number via email.
Can I cancel
my order? To maintain a competitive edge,
we process jobs as soon as we receive them. If your order has
been placed on a run, it can not be taken off after the plates
have been made. Because all of our work is custom printed to
order, all sales are final. We are unable to use or recycle
your printing after we have completed it. No refunds are available
on orders unless no files have been prepared. If the order has
not been processed, there is no fee for cancellation. However,
If an order is cancelled after we have already pre-flighted
your files for print, and it has not been placed on a run, an
$80 fee will be charged regardless of the size of your order.
If you need to cancel an order you have placed, you must call
and speak to a mastertrack representative to avoid ANY costs
other than the above processing fees. An Email DOES NOT constitute
cancellation under any conditions.
Do you offer
Terms Or Credit? Due to the massive amount of throughput
and speed in turnaround we require payment in full prior to
any work being completed. We do not offer terms to any of our
customers. We accept certified checks, money order, Visa, MasterCard,
Discover, and American Express. If you would like to pay using
a Wire Transfer, please contact us by phone. We do allow Purchase
Orders from Schools, Churches, and Government agencies.
How do I re-order
my project again? Re-ordering is very easy. We keep
a back up of your entire project. When you need to order more
just contact us and we will proceed directly to manufacturing.
