FAQs

1. Do you offer artwork services?

Yes. We do offer artwork services for a fees

2. Does Image Magic provide artwork proof checking services?

Yes. We do provide online pdf proof checking . If customer wanted to print a actual sample proofing, customer could request for a sample proofing for a small fees. It is a full color sample made from the actual files your job will be printed from.

3. How do I send my artwork?

You send your artwork to is by uploading it to our server during ordering process. The ordering process interface for each product enables you to select your artwork file to be printed

4. What is FTP and how do i use it?

File Transfer Protocol or FTP for short is a commonly used protocol for exchanging files over any network that supports the TCP/IP protocol (such as the Internet or an intranet). We use to receive and transfer artwork files 20MB and larger.

5. Can I change my design after submitting it?

No changes can be made to the artwork once submitted to Image Magic for printing.

Can I design my artwork in other sizes?

Yes, you can ask for a quote for different sizes of print.

6. Will the color of my printed product match 100% to the original color of my artwork?

No. It is a known fact within the printing industry that 100% process colour accuracy is not presently possible with the current print technology. Therefore, even if a printing company were to employ highly experienced personnel including the latest press technology, the outcome of colour of the printed product will always differ from the original artwork. The level of difference however is subject from printing company to printing company.

7. Can I use Image Magic to print anything I need?

Yes you can, as long as what you are printing does not conflict with the Malaysian printing and publication law. Image Magic will not print jobs that contain offensive literature or images. This includes information that are politically, religiously or racially, sensitive. Image Magic will not be responsible for any infringement of artwork content.

1. How do i pay for my order?

You can pay us through Credit Card, Interbank Transfer from most of the local bank (Maybank, Public Bank, HSBC and etc.) or via bank in . Please fax or email us at info@imagemagic.com.my after customer bank in the money for verification.

2. For Credit Card, what are the currencies supported by NETBUILDER?

All transactions through NETBUILDER are in Ringgit Malaysia (RM).

3. Will I get an official receipt for my order? And how will I get it?

You will be issued an electronic invoice for every order you make. To view or print out an official invoice, you will need to access your online member account and go to order for the official invoice to be reprinted.

4. How do I report a billing error to Image Magic?

Just send us an email at info@imagemagic.com.my to report the error. Describe the problem to us and we will get back to you as soon as possible.

1. How do I create an Online Account?

You click on the Login/Register and register with us. Then you will be our lifetime members.

2. Can I update or edit the information in my account?

Yes. You must login into you account, then click on my profile to update your account information

3. How secure is my account?

Your online transactions are done via a protected Image Magic server. We will update our security perimeters to ensure all information and data stored on our server is not compromised.

4. What should I do if I forget my password?

Go to Login/Register and click 'Forget Password' located at the side of the login screen and key in necessary details in the box . Your password will be emailed to you as soon as possible.

5. Can I create more than 1 account?

No. All Image Magic members can only have 1 account.

6. How do i terminate my account membership?

If you wish to cancel your account, just send us an email notification of your cancellation.

7. Why do I get an error whenever I try to login?

It is either your username or password are incorrect. As such, you are required to contact our customer service to retrieve your password or username.

1. Will I have to pay for the delivery of my goods?

Customer have to select the delivery location or self collect at our office for some of products (ie fridge magnet, easel stand etc). All the price are included delivery charge for order below 5kgs to East Malaysia and Penisula Malaysia. For delivery to East Malaysia , please contact our Customer Service for more details. 

2. How will my goods be delivered?

All goods are delivered by our appointed courier. Image Magic only works with reliable courier service providers that have good track records.

3. When will my goods arrive?

Please refer to our Delivery Schedule

4. What time can i expect delivery?

While we strive to send your completed order out on time, the exact time of its arrival to your doorstep will depend on the courier service company. Although the courier service company we have engaged delivers to most places, some areas require longer delivery time due to inconsistent demand and sometimes lack of road infrastructure.

To track the shipment of your goods, please log in to your Member Online Account and look for order history details . The status and courier consignment number will show and you can check in under www.skynet.com.my 

5. Do you provide rushed (overnight) delivery?

Yes, we do provide rush order job. Please call our sales representative in case you need us to provide overnight rush job.

6. Which areas do your delivery service cover?

Our appointed courier service provider delivers to all states in Malaysia. However, some areas require longer delivery time due to inconsistent demand and sometimes lack of road infrastructure.

7. Can I collect my orders personally from your office?

Yes. The orders can be collected from our office .

8. What happends if I am not around to receive my goods?

Our courier service provider would normally contact you in advance of delivery. Please inform them if you wish your goods to be delivered at a specific time.Another way would be to use Image Magic’s Change Address Option when placing your order. This option allows you to have your goods delivered to you at a different address other then your default address in your profile. 

9. Does Image Magic guarantee punctual delivery of my goods?

While we are committed to the timely delivery of goods to all our members, we cannot guarantee you 100% punctuality due to factors such as Acts of God, national emergencies and the efficiency of the courier service company. Also, some areas require longer delivery time due to inconsistent demand and sometimes lack of road infrastructure.

10. What should i do if I don't receive my orders on time?

Contact our Customer Service at info@imagemagic.com.my or call 603-2072 6323 . Provide us your order reference number and tell us the problem. We'll try to sort it out as soon as possible.

11. In what situation will my goods be delayed?

Here are some reasons that can cause delay:

a. Your courier service outlet in your area is inconsistent

b. Delivery day falls on Saturday

c. The courier service outlet in your zone is closed for a public holiday

d. Production delay

1. Am I entitled to a discount for large orders?

Yes, the price of our product will be discounted if your order of quantity increase.

2. Can I request a different finishing other than what is offered for a particular product/process?

No. You have to keep to our printing specifications for our standard Image Magic products. This is to ensure the quality consistency of our products and to keep your cost down. For special print requests (customization) for brochures, we have a custom order request form Custom Quote .

3. How are Receipt Book bound?

There are two formats:

i) Book form (Staple binding – top/side)

ii) Pad Form (Special Adhesive binding – top/side)

4. How many sets are there in one book or pad?

50 sets per book or pad

5. Can I have Serial Numbering in my receipt book?

Yes. We can accomodate maximum 7 digits and in RED Color only.

6. How many color can I print my receipt books in?

We can accommodate up to 4 process colour printing (full colour) for Receipt Books . For a more cost effective alternative, we also provide 1 spot colour processes. As such we highly recommend the use of the color in here.

7. Can I print every paper layer of my Receipt Book in a different color then what's stated?

No. The paper layers in receipt books are fixed colours and not printed colours. They are that way to keep your cost down and to complete your goods on time.

8. What re the paper color choices for receipt books?

*NCR (non-carbon required): White, Green, Blue, Yellow, Pink

*Due to pressure sensitivity of NCR materials, minor markings caused by printing and handling are unavoidable.

9. What if the Pre-inked Stamp runs out of ink?

You can order from us through email - info@imagemagic.com.my or fax to us at 03-2032 4324 . 

10. How do i refill a Pre-inked Stamp?

Click Here (Pdf) to see refill guidelines.

11. How do you pack the completed goods?

Most completed goods are securely packed in paper cartons labeled with content information such as customer’s name and delivery address, product type, quantity and handling instructions.

For large format printing, we will put the banner into one of the hard round paper carton before we courier.

1. How do I place my order?

All orders can be made through our website or through email . If the product that you unable to find in the web, you can always email us your specification for quote and print.

Step 1 : Click on the product that you want

Step 2 : Design online or upload your file to us

Step 3 : Login and confirm the artwork online

Step 4 : Confirm Order and make payment

2. How do I confirm my order?

Once you have keyed in all the necessary details in the Ordering Page (which includes uploading your artwork), click the ‘NEXT’ button (this will attach your files to the order form). You will then be directed to the Confirmation Page to check the details of your order. To confirm, click the 'Confirm Order' button and your order will be sent to Image Magic once you made the payment. If your submission is successful, a receipt will be generated and you can print this page out as your reference.

3. How long will I have to wait for my goods to arrive?

You can refer to our delivery schedule

4. Can I cancel or change my order?

You cannot cancel or change your order once submitted. Therefore please check your artwork and order details carefully before submitting them to Image Magic. We will not entertain any members’ request to change their order to another order of lesser, equivalent or higher value.

If you have detected an error only after submitting your order to us, it is your responsibility to contact our customer service immediately so that we can put your job on hold until you make the necessary amendments. In such a case, please note that there will be a delay in the completion and delivery of your goods. All jobs listed as such must be resolved within 14 days by that member (beginning from the date of when pending notice was given), or else the order will be considered null and void. All payment charges will NOT be return.

5. How can I keep track of my orders?

Login into your account, check the status of the jobs. Our operator will acknowledge you regard the status of your job.

6. What do I do if I am dissatisfied with my order?

If you are not satisfied with your printed goods, please write to our Customer Service at info@imagemagic.com.my within 1 week (7 days) of receiving your order. Please include your order number and reason for dissatisfaction. If you have not received your order within the specified delivery time, please write to us at info@imagemagic.com.my not later than 1 week (7 days) from the date of the specified delivery time. Our Customer Service department will review your request and work with you to meet your expectations.

PLEASE NOTE

We will only reprint or refund the cost of any product that fails to meet the conditions under the General Expectation on Printing Outcome (Terms & Conditions, point #5). However, we are not responsible for typing, image, or design errors introduced by customers in the artwork/document creation process. In an effort to keep costs down and pass those savings along to our customers, Image Magic does not review artwork/documents for content or spelling.

1. Which browsers do you support?

Currently , we are able to support Internet Explorer (Window) , Firefox (Window) and google chrome.