Custom Orders FAQ

1. What is a custom quote?

   • If you cannot find the product you are looking for on SinaLite.com, chances are we can still produce it. By requesting a custom quote, our team of estimators will send you the price to complete your job.

2. Can I request a custom quote?

   • Yes, as long as you’re a print reseller or graphic designer. We recommend first registering for an account on SinaLite.com here, and browsing the thousands of standard products for which you can already get an instant quote. If you still cannot find the product, please request a custom quote.
     
     Take a moment to become familiar with our website and our products. Note that for the same specs, it is more cost-efficient if items are ordered online as a standard item versus a custom order. If you have any questions about ordering, feel free to call 1-866-899-2499 to speak to customer service.

3. How can I request a custom quote?

   • If the item you want is not a standard item on our website, you can click on “Request a custom quote” on the left hand side of the page, or by going here.

4. I’m not sure how to request the specific item needed.

   • Most items that we offer can be found using our drop down menu options on our custom quote request form here .
     
     If you’re still not able to find what’s needed, please describe it to the best of your ability in the “Additional notes” section. The more information, the better, as it will give us an idea of what should be quoted. Ideally, the following content should be included: flat and final size, quantity, ink, number of versions, what type of finishing/bindery is needed, etc.
     
     If you’d like to attach a picture, or if you have your own custom quote request document, go to the custom quote form and select “I have my own submission form to upload”. There will be an area for you to upload your file there.

5. I submitted a custom quote request online, but didn’t hear back yet.

   • Quotes take on average 24 hours to process; however, please expect longer for more complex quotes and during times when we have a higher volume of requests. If you’re concerned and would like to follow up, feel free to call 1-866-899-2499 and ask to speak to an estimator. Have the quote request ID number ready (this should be a seven digit number generated when you submit a quote request), so our estimators can view your request.

6. How can I talk to an estimator or the production team after receiving a quote?

   • Once you received the quote via email, click the link within the email to respond to the estimator. If you’d like to speak to one over the phone, feel free call 1-866-899-2499, provide the quote number, and mention that you would like to talk to the estimator that provided you the quote.
     
     If you have already submitted the quote as a custom job, our production coordinators will take care of your custom orders. Feel free to call 1-866-899-2499, and ask to speak to a production coordinator.

7. Is the price included with shipping and tax? Are there any additional fees?

   • Prices quoted normally are without shipping and tax. If you would like a shipping quote, feel free to contact our shipping department at [email protected] and provide them with the same details of your quote and the address of where the print item is to be sent, for an assessment of the shipping cost.
     
     Please note that quotes are valid for 30 days only - following this period they would need to be re-evaluated.
     
     When receiving your quote, please read the letter to ensure that the specs quoted align with the actual specs of your job. If there are differences, the job would need to be re-quoted and subsequent charges may apply.
     
     In addition, additional charges would apply for the following:
     
     NOTE: Hard copy Epsons and Dylux will be made at the time your low-res PDF proof is emailed to you. Should there be any changes, please see below for additional charges:
     
     Additional Fees Schedule
     
     Epson: $40 per Epson (1 side) ie: 1-16 pg signatures Perfecting is considered 2 two sides= $80.00; a 48 pg book with three forms of 16 pg signatures perfecting would be billed as 3 x $80 = $240
     
     Dylux: $40 per Dylux (2 sides)
     
     File retrieval: $40 per hour
     
     File work: $40 per hour
     
     Native file to PDF: $40 for the 1st hour. $40 per extra hour.

8. I like the price and want to place the order. How can I do so?

   • To place your order and upload your file, go to sinalite.com and click on “submit a custom order” on the left hand side of the screen. You can also click here. After clicking it, fill out all the details and upload your file below.
     If you have any further questions about placing the order, please give us a call at 1-866-899-2499, and ask to speak to a customer service representative.

9. Everytime I attempt to upload a file, I get an error message to try again later.

   • Most of the time, this error message is due to the PDF file name. Please ensure that there are no special characters in your file name (Letters and numbers should be fine to use, but special characters such as “!” , “$”, hyphens, etc. may cause this error message).

10. I have submitted my order, and I would like to pay for my job. How can I do so?

    • Once the proof is sent, there will be a email sent from our accounting department which will have a link inside it. To pay, click the link and follow the prompts to pay for the order.

11. I have submitted the order, I am waiting for my proof. How long does it take?

    • Once the job is submitted, Prepress takes about 24 hours to send the proof via email. Note that for large format jobs, proofs will not be sent; large format and roll label items will go straight into production after they have been paid for.

12. How do I rerun the same custom order?

    • With the exception of large format jobs*, if you have submitted a job in the past and would like to run the exact same order, please send a request to our estimating team to first get the quote updated, as quotes are only valid for 30 days. Instead of filling out the entire quote request, just mention that you need an updated version of your previous quote (be sure to specify your previous quote #).
      
      Once you have received the new updated quote, please go to the job submission portal and submit your order. You do not need to attach the artwork IF it is the same as last time. You can mention the previous job # in the notes section when submitting the new order for printing.
      
      *We do not hold onto previously run large format jobs; the files need to be resubmitted from scratch.

13. How does the process of custom orders differ from ordering regular items on www.sinalite.com?

    • For regular orders, the price is shown by a) having an approved account, b) logging in, and c) selecting the desired product

      Feel free to email [email protected] or call 1-866-899-2499 to speak to a customer service representative if you need assistance with ordering online.

      Here are the following steps for placing a custom order:
      
      

      1. 1. Request a custom quote online on sinalite.com by either clicking here or by clicking the words “request a custom quote” on the left hand side of the screen on www.sinalite.com

      2. 2. A custom quote ID will be generated, and from there our estimating department will prepare the quote and send it to you via email. Estimates take an average of 24 hours to prepare, but please allow some additional time depending on the complexity of volume of the requests.

      3. 3. Once you have a quote, to place your order and upload your file, go to sinalite.com and click the words “submit a custom order” on the right hand side of the screen. After clicking it, fill out all the details and there will be a place for you to upload your file.

      4. 4. Internally, our Prepress will preflight the file, and when the file is successfully preflighted, a docket is created with a job number starting with “N” (e.g., "N...").

      5. 5. An email is sent to you to request payment of the job. Feel free to call 1-866-899-2499 and ask to speak to our accounting department about the payment if needed.

      6. 6.The job is then imposed and Prepress sends a low-res PDF proof to your email to approve. At this point, clients can either:

         • i. Approve the proof*
         • ii. Upload a new file**
         • iii. Request a hard copy proof***
      Notes:
      

      * For large format items, proofs are not sent and just go straight into production

      ** Subsequent charges will apply for uploading a new file

      *** Subsequent charges will apply for multiple copies of hard copy proofs and for shipping the proofs to you.

      Subsequent charges are as follows:

      Additional Fees Schedule

      NOTE: Hard copy Epsons and Dylux will be made at the time your low res PDF proof is emailed to you. Should there be changes, please see below for additional charges:

      Epson: $40 per Epson (1 side)

      (i.e., 1-16 pg signatures Perfecting is considered 2 two sides= $80.00; a 48 pg book with three forms of 16 pg signatures perfecting would be billed as 3 x $80 = $240)

      Dylux: $40per Dylux (2 sides)

      File retrieval: $40 per hour

      File work: $40 per hour

      Native file to PDF: $40 for the 1st hour. $40 per extra hour.

    • 7. Jobs need to be approved before production begins. This is done by either approving the low res-proof online OR if a hard copy proof is requested, the proof must be signed and shipped/returned to us. Once the proof has returned to our facility, production begins.

    • 8. When the job is ready, the accounting department will email clients for shipping payments.

    • 9. Once the shipping is paid, our shipping department sends the job. Feel free to email [email protected] in regards to any shipping inquiries or shipping details that you may have.

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