Top 10 FAQs

23rd March 2011 by Charlotte

Dan Moross, our charming and very patient head of MOO Customer Services, has put together the most frequently asked of all the Frequently Asked Questions. We hope it helps!

1. How long will it take to get my order?

It depends what you’ve ordered and which shipping method you have selected.

Generally speaking standard turnaround time for US and UK customers is 6-8 working days, unless you are ordering stickers, which tends to add a couple of days (as they take a little longer to print).

We’ll show you an estimated delivery date when you make your order, but if you would like to calculate your order’s turnaround time, check out our cost calculator.

2. That seems ages! Can I get my order any quicker?

To avoid a nail biting finish, or if you have a tight deadline, we highly recommend you choose Rush Printing (where available) and/or Express shipping. Sure, it’s a bit more expensive but for those important meetings or events it’s definitely the best option.

Remember: Rush Printing (with Express Shipping) will take just 3 working days IF you place your order before 3pm. It’s also only available on Business Cards or MiniCards.

3. I’ve ordered my cards. Where are they?

When you place your MOO order, we’ll give you an estimated arrival date. You can check your order status by going to the ‘Order History’ section of ‘Your Account’ – you’ll see a link at the top of every page on the MOO site.

If you chose Express shipping, you can also track your shipment via the dispatch email received when your cards were shipped.

If the order fails to arrive by the estimated delivery date, give it an extra 5 business days, and if it still hasn’t arrived, please do get in touch.

4. How annoying! My Artwork doesn’t fit your canvas. What can I do?

It’s not widely recognised but Business Card (and other product) sizes can vary slightly in size from country to country – and even business to business. So it’s possible that your cards may not fit our online templates perfectly.

When you upload your artwork and start to position it, you’ll see an indication of the ‘bleed’, ‘trim’ and ‘safe area’. It’s pretty self-explanatory but just in case, have a look at our slide show, which explains the process more clearly. It also shows common mistakes and how to avoid them.

If you find you need to alter the design of your card, our artwork guidelines, or templates should help.

5. I’ve ordered my cards, and I think there’s a mistake. Help!

Don’t worry! You have a two hour editing window after you’ve placed your order, so you can go back in and make all the changes you need.

6. Are there any other products that I can’t find on the website – different sizes, or textures perhaps?

No – what you see is what you get. There are no secret products that we only offer for special clients (because you’re all special!).

If you have an idea for a new product or service, we’d love to hear about it. Send anything you like (keep it clean!) to our Customer Services team, and we’ll pass it along to the product team. You never know…

7. What kind of discount can I get?

Good question! The short answer is, we have no idea. MOO offers a constant stream of different promotions, competitions and discounts to our customers, often via the MOOsletter. So in order to keep up with all the latest offers, you should sign up. (Not you, of course. You’re already signed up. Aren’t you clever?)

If you haven’t received any promotional codes for MOO, you will pay the price that you’re quoted when you order your cards. If you want a detailed quote for a more complicated order, use the cost calculator.

8. Grr. My image won’t upload, what is going wrong?

Sorry, we know that’s really annoying, and it could be due to a number of reasons.

- You may have an incorrect format (we accept JPEG/ PDF/ PNG or GIF).

-There may be issues with your firewall settings or your browser.

-It could be that Big MOO simply does not like your image. If that’s the case, we are more than happy to take a look at it.

9. Why are my cards so dark?

Oh dear – that’s disappointing. Printing is a tricky business, and sometimes people’s expectations do not match the printed outcome. Differences in onscreen vs printed colours, intricacies in the print process and a host of other factors can lead to cards looking darker than expected.

If you are using photo content, we recommend using our photo enhancement, and if you are creating your own graphic designs, check out our artwork guidelines and templates to get a little more control.

Obviously, if the cards are unacceptably dark, do get in touch with Customer Services.

10. Where can I leave some feedback for the MOO team?

You’ve come to the right place!

We never get tired of receiving feedback from our customers. If it’s positive, that’s great – we’ve done our job. If it’s negative, that’s also great, because it shows us where there’s room for improvement.

And all we really want to do is make you happy. Yay!

Comments (14)

  1. Maxine Johnston:

    Great FAQ, thank you! I love the new postcards, but it’d be great to see a wider range of products, little notebooks would be amazing! :) xo

  2. Ardis Bartle:

    Your promotion to “redesign” business cards, including mine was such a success….would you consider another promotion “take business cards and make minicards” for those of us who have great “cool” new business cards,and want “minicards” from our designs? Your people are so talented….

    • Rebeka:

      @Ardis- We’re so glad The Business Card Project was a success for you! Your redesigned cards look great :) Great suggestion and something we will definitely consider.

  3. Lauren:

    #9 reminded me of something I keep meaning to ask… is there any way to order a printer test sheet so we can calibrate our screens to your printers?

  4. Cathy Stratton:

    I love my mini cards, love, love, love….and people love them. I run out all the time.

  5. Shabnam:

    amazing cards, just every every single one! best quality out there!!

  6. Shulie:

    I’d love it if you made different finish options for the postcards. The business cards make all my images look fab and I would love the same semi matt finish for the postcards too.

  7. Jane Smart:

    I’d like to re-order some mini-cards which I first bought in 2009. At that time I had FOUR images for the front of my cards.
    I have tried to do this but needed to edit the text on the other side.
    It seems that now only two of my four images are available.
    Can you help?
    I look forward to hearing from you.
    Jane Smart 23.3.11

  8. Christi:

    i received my cards and the pictures look great. But when I
    looked though the card, I found that the matte covering over
    the cards are peeling. If it was just one or
    two it wouldnt bother me. But it was a lot around 10 or 15.
    Just wanted to let you know. If you want me to send you
    a picture of the issue I’ll be more that happy to.

    • Rebeka:

      @Christi- Oh no, that’s not good. We’re really sorry to hear that. Have you contacted Customer Service at ? They’ll be able to help you get some replacement cards. In the meantime we will definitely look into this. Thanks for letting us know!

  9. Tiggothy:

    6-8 working days? Really? I’ve never had an order take that long to get to me :-D I think the longest I’ve ever waited was 4 business days – speedy turnaround is one of the reasons I love your service!

  10. Nat@ dear little house:

    Love the cards and love your work! Such great talking point, the fact that they are so unique means that it sticks in peoples brains so much better. My web traffic has increased so much with the minicards I had printed.

  11. Mehl:

    Just curious about the frequency of your discounts. I’m trying to print out postcards of my sculptures to mail to clients, but have been waiting for the next special to do it. Can’t believe I missed that big one.

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