FAQs PLACING AN ORDERHow do I place an order?You can place your order with us directly through our website, via email or by phone.Our expert team is here to guide you in selecting the perfect products and materials tailored to your needs and budget.How do I place an order with custom printing?You can place your printed order in four simple steps…1. Send us your briefEmail us and outline what you want your custom printed order to look like, sending over any relevant logos and/or image files. Include your delivery address, invoice address and contact details so we can process your order faster.2. Approve your artworkWe will check your supplied artwork or logo files to ensure they are of a high enough resolution to print. Our in-house design & print studio will then create the design proofs based on your requirements and email the designs to you for feedback and eventual approval.3. Arrange paymentOnce you’re happy with the design proofs and your order, you will receive a proforma invoice to complete payment using the online payment link or via BACS.4. Your order goes to printOnce payment is received and designs approved, your order will go into production stage and is typically completed within 7-10 working days. If you need your order sooner, please state a preferred deadline which we can endeavour to work towards. ARTWORK & DESIGNCan you create artwork for me?Yes we can! If you don’t have any design experience or you’re not sure what you want your order to look like. Simply provide us with a brief outline of your requirements, and we’ll craft a tailored design for your review and approval. Certain charges are applicable for logo redraws and design services. Please enquire by emailing us at info@surfturf.co.ukDo you send proofs before printing?Whether we’re adjusting your artwork or creating it from scratch, we will always send over a proof for you to check after each design amendment stage and before going to print.Do you keep artwork from previous orders?If you’ve worked with us before, we will keep your artwork and branding on file to make it super-quick to process any repeat orders. If you’d like us to remove any artwork from our system, please notify a member of our team.Do you supply design templates?Yes, we have design templates for a range of products including:• Gazebo Shelters• Table Covers• Flags• All Banner Types• InflatablesHow do I send my artwork?If your artwork and brand files are under 10Mb in file size, you can send them to info@surfturf.co.ukIf your files are over 10Mb, we recommend sending them to the email address above using WeTransfer.Acceptable file types:When it comes to sending us your images and logos, we recommend using the following file formats:• Vector file formats – .PDF, .SVG, .EPS, .AI• Image file formats – .PNG, .JPGYou can also view our printing guidelines document here.What resolution do images and logos need to be at?To achieve the highest print quality for your images and logos, please ensure that logos and text are provided as vector files, and images have a resolution of at least 50 DPI at their intended print size. Our expert in-house design & print studio will review and verify the quality of any files you submit.What is a vector file?A vector file is a digital based file that is basically a small, scalable, and editable image that can be increased to any size without losing quality or definition. Vector based files can be supplied as AI, EPS, PDF files. PRINTINGCan you match specific colours?All our custom-branded products are printed using the CMYK colour model. To ensure accurate and vibrant results, please design your artwork in CMYK and avoid using other colour models such as RGB.Artwork submitted in a colour mode other than CMYK will be automatically converted, which may result in differences in the final printed colors.Pantone® colours in artwork files will be automatically converted to CMYK. Any artwork with Pantone® references in the file won’t be colour matched unless requested within your enquiry.It is worth noting that different print materials can produce slightly different colours compared to your design. Although this should be minimal, the slight difference can be due to different finishes, print methods, materials and temperature. DELIVERY INFORMATIONWhere do you deliver to? We deliver to all areas across the United Kingdom and Europe. Additional costs may apply for all overseas deliveries so please contact us for details.Is the delivery date guaranteed?The majority of our deliveries are despatched with TNT/Fedex Parcel services and are on next working day services. These services are usually very reliable but we cannot offer a 100% guarantee on deliveries arriving in this time frame and advise to allow 2-3 working days for larger orders to be fully delivered by the courier.How long does delivery take?Orders that are in stock and ready to ship are sent on a next working day service once processed and completed. It is advised to allow for 2-3 working days for larger orders to be fully delivered by the courier.Will I receive tracking information?We email the tracking details for all orders shipped using TNT/Fedex courier services.Only part of my order has arrived, is there a reason for this?If your order is in more than one box, they are sometimes separated in transit and can be delivered separately. If this happens, just give us a call and we will track and advise accordingly.What should you do if goods are damaged in transit?If there is damage or a discrepancy with your order, please contact our customer support team within 48 hours on 01925 819608 or via email to info@surfturf.co.uk – We will then investigate the issue and take appropriate action. Account Page View & edit your account details Track My Order Track where your package is and get an estimated delivery date Order History View all order history and locate an invoice Contact Us Get in touch with us for all queries