Frequently Ask Questions

Artwork

Do you offer artwork services?

• Yes. We do offer artwork services for a fees. Please call or email to us for quotation.

Does Image Magic provide artwork proof checking services?

• Yes. We do provide online pdf proof checking . If customer wish to print an actual sample proofing, customer could request for a sample proofing for a small fees. It will be printed in a full color sample according to your file. 

Can I change my design after confirmation of printing?

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

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 based on your screen. The level of difference however is subject from printing company to printing company.

Can I use Image Magic to print anything I need?

• Yes you can, as long as the content of your material does not conflict with the Malaysian printing and publication law. Image Magic will not print anything 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.

Can you edit the design of name card provided by me?

• No. We will not edit anything unless it is requested by the customer. If changes were to be made on the name card design, there will be extra charges, depending on the difficulties of the design.

Do I have to provide actual size of artwork or do you need any bleed required for the artwork?

• Bleed is needed for the artwork.

What type of resolution for images needed?

• The best print quality is 300dpi or higher.

What format should I provide to you for printing purposes?

• PDF or Illustrator with created outline and all images already embed to avoid any missing link or font. Please make sure that the artwork is not overprint.

Will the color of the end product (output result) be similar to the color shown on my monitor?

• No. Monitor colour is in RGB mode and printing is in CMYK mode which causes changes on colour. Duplication of color will only reach up to around 80%. We are not able cannot to provide actual visual colour on desktop to publishing. We cannot guarantee that the outcome color will be 100% similar. If you need a better colour matching, you may provide us with a digital proof so we can try to match it as much as we can on the output. But for each sample, we will charge them accordingly.

If I want to make hot stamping or spot uv on my name card, how should I provide the artwork? Will the namecard be laminated as card card-body?

• Do make all the part needed for hot stamping or spot uv 100% black with the same size of original artwork in PDF or Illustrator. For spot uv, it will be laminated. Hot stamping however, doesn’t require any lamination on the artwork. For offset business card printing, it is a must for better result. Do contact us for more details.

Can I take images from the internet for printing?

• Images from internet are usually in 72 dpi, GIF or JPG format. This type of file are not suitable if you wish for a good quality printing. The images would appear pixilated and blur. For a better results, it is recommended that the images to be taken on your own. However, if there are no images from yourself, it is advisable for you to properly check the images that you have taken from the internet before sending it to us as the final artwork.

How to prepare booklet files for printing?

• It is advisable for customers to create them accordingly from one page to another. If you have a 12pages booklet, do set the file starting from page 1, page 2 and so on until page 12. For a more detailed guide, please refer to the Add-On column under Short Run Booklet Printing.

What will be the maximum size for digital printing?

• Up to 310mm x 445mm including the bleeding column.

Accounts & Payment

How do i pay for my order?

• Please refer to our Payment Options.

Will I get an Tax Invoice and Official Receipt for my order? When & How will I get it?

• You will be issued an Order Sheet for every order you make. Once you have made full payment to us, within 24 hours (working days) you can print the Tax Invoice and Official Receipt from order status page. Please contact our customer service if you failed to print out the Tax Invoice and Official Receipt after 24 hours (working days) from the time you made the payment. 

For Credit Card, what are the currencies supported by MOLPAY?

• All transactions through MOLPAY are in Ringgit Malaysia (RM).

Can I update or edit the information in my account?

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

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 shortly.

Account Deletion

• Please inform our customer services at [email protected] to delete your account from our database.

Product & Price

Am I entitled to a discount for large orders?

• Yes, the price of our product will be reduced once the quantity of your order increases.

Can you edit the design of the name card provided by me?

• No. We will not edit anything unless it is requested by the customer. If changes were to be made on the name card design, there will be extra charges, depending on the difficulties of the design.

Do I have to provide actual size of the artwork or is the bleed required for the artwork?

• 3mm bleed is needed for the artwork. This is to avoid any white space being seen during the cutting process.

What type of resolution for images needed?

• 300 dpi or higher original images.

What format should I provide to you for printing purposes?

• PDF or Illustrator with created outline and all images already embed to avoid any missing link or font. Please make sure that the artwork is not overprint.

Will the color of the end product (output result) be similar to the color shown on my monitor?

• No. Monitor colour is in RGB mode and printing is in CMYK mode which causes changes on colour. Duplication of color will only reach up to around 80%. We are not able cannot to provide actual visual colour on desktop to publishing. We cannot guarantee that the outcome color will be 100% similar. If you need a better colour matching, you may provide us with a digital proof so we can try to match it as much as we can on the output. But for each sample, we will charge them accordingly. 

If I want to make hot stamping or spot uv on my name card, how should I provide the artwork? Will the namecard be laminated as card card-body? 

• Do make all the part needed for hot stamping or spot uv 100% black with the same size of original artwork in PDF or Illustrator. For spot uv, it will be laminated. Hot stamping however, doesn’t require any lamination on the artwork. For offset business card printing, it is a must for better result. Do contact us for more details.

Can I take images from the internet for printing?

• Images  from internet are usually in 72 dpi, GIF or JPG format. This type of file are not suitable if you wish for a good quality printing. The images would appear pixilated and blur. For a better results, it is recommended that the images to be taken on your own. However, if there are no images from yourself, it is advisable for you to properly check the images that you have taken from the internet before sending it to us as the final artwork.

Can I split my 10pcs order into 2 or more design?

• No. You will need to order separately.

What is your turnaround time to complete the printing job?

• Please refer to our delivery schedule. Do contact our customer service for RUSH ORDER.

How do i create a booklet file?

• Please create it page by page and not 2 pages in 1 file. It will be best if you could provide us the PDF file in arranged pages.

Is lamination better than non lamination?

• It is better to do lamination as lamination can help to protect your product from harsh encounter.

Can I request for another size beside the size mentioned on your website?

• Yes. Please contact us at [email protected] or whatapps: 012-6512849 for more information.

What is the sheet size that can be run on the digital press?

• Up to 310mm x 440mm

What are the paper weight that can be handled by the digital press?

• 70gsm to 310gsm . Not recommended for printing on texture paper.

What if the Pre-inked Stamp run out of ink?

• You can order from us through our email - [email protected] or whatapps to us at 012-6512849.

How do i refill a Pre-inked Stamp?

Click Here (PDF) to see refill guidelines.

Delivery

How long does it take for delivery?

• The completion time of your order consists of production and delivery time. The valid production time can be found on each product calculation page.
• Please refer to our Delivery Schedule.
• We will send you an email to keep you updated on the status of delivery. If you did not receive your goods according to the delivery schedule, please contact us immediately.

What time can i expect delivery?

• While we strive to send your completed order out on time, the exact time of its arrival at your doorstep will vary depending on the courier service company. Although the courier service company we have engaged with delivers to most places, some areas require longer delivery time due to the inconsistent demand and the geographical situation. 
• 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 be shown on the page and you can check it anytime you want.

Do you provide rush (overnight) delivery?

• Yes, we do provide rush order job. Feel free to give us a call and our sales representative will assist you if in any case where you needed such service.
• We will not refund the extra charges once Members have paid us for such service.

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 the geographical situation.

Can I collect my orders personally from your office?

• Yes. Your order(s) can be collected from our office. However, it will not be entitled for any discounts.

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 a 100% punctuality. However, we will do our best in making sure that the courier company which we have appointed to sent out the goods to keep up their efficiency in making sure every Members receive their goods on time.  Some areas require longer delivery time due to inconsistent demand and the geographical situation.

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

• Contact our Customer Service at [email protected] or whatapps : 012-6512849 . Provide us your order reference number and let us know the problem. We'll try to sort it out as soon as possible.

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 like banners or bunting, we will pack them into a hard round paper carton before we ship them out to our Members.

In what situation will my goods be delayed?

Here are some reasons that can cause the delay:

• Your courier service outlet in your area is inconsistent
• Delivery day falls on Saturday
• The courier service outlet in your zone is closed for a public holiday
• Production delay

My Order

How do I place my order?

All orders can be made through our website or through email . If you wish to produce a product that is not mentioned on this webpage of ours, you can always email us your specification and request for a quote and sample printing.

• Step 1 : Click on the product that you want
• Step 2 : Design online or upload your file to us
• Step 3 : Register or Login and confirm the artwork online
• Step 4 : Confirm Order and make payment

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 detected an error on your artwork 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 is not refundable.

How can I keep track of my orders?

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

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

• If you are not satisfied with your printed goods, please email to our Customer Service at [email protected] within 1 week (7 days) upon receiving your order. Please include your order number and your reasons of dissatisfaction. If you have not received your order within the specified delivery time, please write to us at [email protected] not later than 1 week (7 days) from the date of the specified delivery time. Our Customer Service department will review your request and we will contact you as soon as possible.
• PLEASE TAKE NOTE - We will not be responsible for the typos, images, or design errors introduced by customers in their artwork or files creation. We will not review the contents or spelling errors in your file before printing them. Therefore, it is solely the responsibilities of every Members to carefully go through their files before submitting them to Image Magic. We will print accordingly to the final files that you sent to us, printing will be based on your file submission, therefore any mistakes on the printed products will have to be bear by the Members itself. No reprint nor refund will be made due to the carelessness of the Members. HOWEVER, refund or reprint will be made if the end product arrived at the hand of the Members appear to be in a damaged situation. In order to avoid Members to spent more, it is advisable for Members to be extra careful to every details of their artwork.