1. What types of paper stock do you carry?
We carry art card / paper, ivory card, fancy cards, recycled card / paper, wood free paper. Other related special paper or material, please contact us for more information or alternatively mail over your sample to our main office.
2. Will you be able to source for paper if I provide you with a sample?
However, it depends on criteria such as print quantity as well as the avalability of such paper.
3. Before mass production, are we able to see a colourproof, prototype or sample?
Yes, we will provide colour proof or prototype (depends on the products being customized) for you after quotation signed.
MATERIAL SAMPLE / MOCK UP REQUEST
1.If there’s any change on the mock up, are we still able to make amendments?
Yes, changes are still allow to make on the mock up that is being confirmed on the material, finishing and effects that has been approved and confirmed by customer. However depends on the extent of amendments that needs to be done, should the changes are drastic and might involve a 2nd proceeding of the mock up, the 1st mock up might be charged. Else the mock up will be waived off upon purchase order/ sales order confirmation.
2. Can I request for paper sample?
Please fill in this form and we will send you some samples of finished products.
3. How do you define working days?
Working days refers to normal office hours, from Monday to Friday, 9:00am to 6:00pm. Although operations are available on Saturdays, however it is not consider as a working day.
4. Do you accept urgent orders?
It depends on the type of products and jobs required. Please contact office for further confirmation and clarification.
5. What are the differences between normal, urgent, super urgent and variable production timeline?
These are the different lead time available for that product and service. Some products and services may not have urgent and super urgent services. Variable means that the lead time of the product or services may be delays by the specific day listed.
6. Is urgent and super urgent production readily available?
There might be some periods and circumstances that production may be overloaded at times. Please check with our staffs for more information.
PRODUCTION LEAD TIME
1.What is your cut off time for confirming the order?
Our cut off time is 1pm during working days. If you confirm your order after 1pm, if will be consider as the next working day.
2. Is there any price difference between the different production timeline?
For normal timeline, the prices will be the same as listed. For urgent timeline, there will be a 25% surcharge. For more information, please consult office for further clarification.
3. How do I place an order?
You may place an order via the website or by confirming on the quotation / sales order that we have issued.
4. Will you match a sample I print out on my own printer, or a previously printed sample?
There is no guarantee that your finished piece will approximate your printed sample. This is due in part to the widely varying results from different output devices including inkjet and laser printers, continuous tone proofing devices, high-resolution film-based proofs, and different than true offset lithography. Even from one commercial printing firm to another, there can be significant differences in results. In particular, inkjet and laser prints are known to look substantially different than true offset lithography. Please look at our “acceptable print policy” for more information.
5. Is there a discount if I re-order my job?
Our price are fixed and good for per order only. No further discount may be given except during our promotions period.
6. How long does it take for me to get the proof of my job?
Normally, you will receive a low resolution digital proof via email within 2-3 working days. This proofIS NOT a colour proof but only serve as a confirmation that we are printing the correct files.
ORDERING PROCESS
1.How do I get a custom quote?
For timely reply, please send your request via our online “Request for Quote” form (Click here for the form). Please do leave a contactable number so that our staff can contact you for any queries.
NOTE: we may not respond within the same day if the items you requested for is complicated or not clear.
2. How long will it take to get my order?
Please refer to the FAQs on production timeline.
3. How do I send my files (eg. Artwork, logo) to you?
You may send in the files via email (if it’s less than 3mb), thumb drive, CDs, DVDs, FTPs or through website such aswetransfer.com or www.dropbox.com
4. Can I get my order even faster?
However, its subjected to the type of item ordered (not all items have urgent and super urgent production).
5. Will I always receive exactly the quantity I order?
Most of the time, we will deliver the ordered quantity slightly more than you ordered with free of charge. On occasion, we print slightly fewer pieces than you ordered. Printing industry trade standards allow for underages of up to 5%. If you plan to send your print order to a mailing list or need a guaranteed quantity, we recommend that you order 5% over the minimum quantity you need.
6. What if I want to change something on my order after I’ve placed it or approved the proof?
You may still change the order. However, it depends on which stage of production the item is in. If the printing was done, you cannot change anything.
7. How do I view my proof?
You may view digital proof vial emails. If you ordered a colour proof, you will need to physically get the proof from us which we will deliver to you.
8. I have ordered several items, will you be delivering all together?
Depending on the quantity ordered, delivery will be arranged either for one-time or in batch deliveries.
9. When will the delivery arrived?
Delivery time frame will be ranging from 10am to 5.30pm
10. Can I specify a timing for delivery?
We will not be able to confirm the specific time of delivery, not even estimate as all our deliveries are outsource to a courier company / transport company. They have their own route of deliveries and unforeseen traffic conditions
11. Will there be a possibility that the delivery will not arrive on schedule?
Occasionally yes. There are a few typical reasons such as longer custom clearance, shipment delays. However, our staff will contact you pertaining this and will make a reschedule for delivery and provide alternative solutions.
12. What happens if the products delivered to me is defective?
Upon receiving, please contact us immediately to highlight the issue and problem and we will arrange for investigation.
DELIVERY
1.What happen when the delivery man reaches office and I am not in?
Our delivery man will wait for a maximum of 10mins. If you still can’t reach on time, our delivery man will leave and your will have to rearrange for a delivery schedule. Additional delivery charges will be levied for rescheduling.
2. Apart from normal delivery, do you provide urgent delivery services?
Sorry we do not.
3. Can I send my own courier to collect?
However we will NOT be responsible for any damages to the items caused by your engaged courier/ transport company.
4. What type of payment modes do you accept?
We accept cash (SGD), Local Cheque, Bank transfer and Interbank GIRO (subjected to approval)..
5. When do we need to pay for the order?
All orders must be paid with deposit upon order. No exception unless you are from government agency with a valid Purchase Order from AGD.
6. Our company is not in Singapore. How do we pay you?
You may choose to pay us via Wire Transfer with noting of the following information.
OCBC Bank: 686561945001
Bank Code: 7339
Swift Code: OCBCSGSG
Bank Branch – North Branch
For payments made via Internet Banking:
Simply take a SCREEN SHOT of the ‘Successful transaction page’ and email it to us.
Ensure that the screen shot clearly indicates the:
– Amount transferred
– Payee Account number ((VIVA MEDIA LLP’s Bank Account Number)
– Date and time of fund transfer
(Any Screen Shots that does not clearly indicate the above information required will not be accepted. For confidential information such as account balances, please kindly blot it out with any picture editing softwares before saving the screenshot file. )
Should you were unable to provide us the above, we may take up to 7 days or more to verify the bank transfer. Your print production may be delayed as a result.
7. What type of currency do you accept?
We only accept Singapore Dollars (SGD)
PAYMENT
1.Who will pay for the charges incurred for wire transfer?
Customer will be the one responsible for ALL charges incurred for wire transfer.
2. Do you offer credit terms?
No, we do not offer any form of credit terms to any customers EXCEPT for government agency with a valid Purchase Order from AGD.