FAQ

CUSTOMER SERVICE

• Do I have a customer service representative I can deal with directly?

  Yes you do, all areas of Canada & U.S are assigned to a specific rep here whom you will be introduced to if you haven’t been already when placing an order. We are all here available to help as well, simply ask for customer service if your rep is not available, somebody will be glad to help you.

• Who is my outside sales representatives?

  We have Multi-Line agencies that represent J & J Manufacturing as follows:

  • Southern Ontario:
    • {WE} Promotional Advertising – Paul Wieleba
    • EMAIL: paul@we-adventure.com
    • TEL: 519-532-9141
  • GTA:
    • Imsports Sales Agency – Marty Quincy & Rodney MacDonald
    • EMAIL:mcquincey@gmail.com, rodney@rodneymacdonald.com
    • TEL: Marty – 416-948-5150, Rodney – 416-803-5655
  • Northern / Eastern Ontario:
    • Bell Marketing – Bruno Bell & Steve Shaw
    • EMAIL: bruno@bellmarketing.ca, steve@bellmarketing.ca
    • TEL: 613-864-9939, 647-987-4441
  • Quebec:
    • Clifford Reid
    • EMAIL: cliffordpreid@outlook.com
    • TEL: 514-835-2088
  • East Coast:
    • LJ Consulting – John Gillard
    • EMAIL: ljconsultingcanada@gmail.com
    • TEL: 902-527-8603
  • Manitoba – Saskatchewan – Thunder Bay, ON:
    • Chura Sales Ltd. – Dave Chura
    • EMAIL: dchura@mymts.net
    • TEL: 204-781-2658
  • BC:
    • Cioban Marketing
    • EMAIL: debracioban@shaw.ca
    • TEL: 604-781-8435
  • All other regions not listed:
    • Joe Carile
    • EMAIL: joe@jay-line.com
    • TEL: 905-685-8353
• I have an issue with an order, what do I do?

  Please email info@jay-line.com or your rep with all the details and if applicable pictures of the issue, somebody will get back to you within 1 business day to discuss a resolution.

PRICING

• What is your pricing policy?

  The prices in the Jay-Line catalogue are suggested retail prices only. These prices exclude delivery and taxes. Distributors are not under any obligation to use these prices. Any variance from this price list will not affect the distributor’s relationship with Jay-Line. We will do our best to honor prices shown until the end of the catalogue year; however, Jay-Line reserves the right to change pricing at any time. Website pricing shall supersede catalogue pricing.

• What are your extra charges?
  • Copy Change Charge: $38(g)
  • Copy Change Charge for Magnets: $28(g)
  • Colour Change Charge: $38(g)
  • Fluorescent / Metallic Colour Change Charge: $35(g) (+ pantone matching on offset printed items)
  • Pantone Matching Charge (Digital items will be Offset printed): $72(g)
  • Special Ink Mix for Screen Print: $95(g)
  • Special Ink Mix for Pad Print: $30(g)
  • Special Ink Mix for Flexo Print (Wrapped Candy): $156.25(g)
  • Typesetting Charges: $12.50(g) per line
  • Proof Charge: 1st one is N/C – $20(g) for each change after
  • Drop Ship Charges: $6.25(g) after the 2nd location. For drop ships after 5 addresses we require an Excel Spreadsheet (ask us for a template)
  • Rush Charges: To be quoted
  • Less than minimum: $68(g) (not all items are available for less than minimum)
  • Self Promotion: EQP less 10%
  • Cancellation Charge: $25 net after a proof has been sent – additional charges will apply if the order was in production.

ORDERING

• I don’t think I have ever ordered from you before, what do I do?

  Please call us and we can check the system to see if you have called previously, and if you are a brand new customer, welcome! Give us a call or email and we will send you the New Customer Registration form, once you fill it out and send it back you will be eligible to receive samples, catalogues, quotes etc…

• Why do I need to send I a purchase order, why can’t I just send an email and tell you what I want?

  Purchase orders are not only for our benefit but yours.  Firstly, they ensure clear communication by providing well laid out and documented details, this will help avoid potential confusion and conflict.  They help you keep track of your documents, invoices, pricing and makes it easy to follow up.

• Where do I send my artwork & purchase order?

  Please email all artwork & purchase orders to info@jay-line.com

• Do I have to pay for my order upfront?

  If you have established terms with us you will be required to pay your invoice in full within 30 days of your order shipping.  If you do not have terms, you will be required to prepay, we will send you a payment form with your proof form and once your order is approved we will debit your credit card.

• I don’t have terms with your but I would like to, how do I apply?

  As long as you have been a customer with us for at least 1 year and have done 3 orders, you may apply for credit.  Call or email us to request a credit application.

• What payment methods do you accept?

  For Net 30 we accept Cheque or EFT.  For Prepay customers we accept Visa & Mastercard.  We do not accept AMEX.

• What if the quantity I require is higher than what is listed on your website?

  If the quantity you are looking for is higher than what is listed on our website please email quotes@jay-line.com to get a custom quote.

• How do I find the price of the product I am purchasing?

  All of our items are priced out on our website along with setup charges as well as any additional charges. If the information you require is not listed or have additional questions, please email info@jay-line.com or call us directly and we will go over pricing with you.

• Can I order less than what is listed on your website?

  Less than minimum applies to select products at an additional charge. This is item specific and if eligible, is listed on the item page of the website.

PRODUCT SPECIFIC

• What types of seed are in the seed paper products?

  Our wildflower seed paper includes a hardy and diverse mix of annual and perennial wildflower seeds: Five Spot, Candytuft, Baby Blue Eyes, Wallflower, Flax, Zinnia, Pinks, Poppy, Snapdragon, Tall Spurred, ‘Northern Lights’, Catchfly, Daisy (English), Daisy (Glorios), Black-Eyed Susan. We currently produce a herb paper, with a mix of herb seeds in it. This mix includes the following seeds: Parsley, chives, and basil.

• What are your restrictions on adhesive note pads?
  • No bleeds allowed
  • No reverse print on adhesive area
  • Reverse print on non-adhesive area is not to exceed 1/2″ height
  • 8pt. minimum type size allowed in reverse area
  • 6pt. minimum type size allowed in positive area

ARTWORK

• What formats can you accept artwork in?

  Acceptable File Formats (Mac or PC):

  • PDF Files (preferred) with images and fonts embedded or text outlined
  • EPS files (.eps)
  • Any application files from Adobe Creative Cloud 2018 or lower (i.e. AI/PSD/INDD)
  • TIF format (.tif) – minimum 300 dpi

   

  Unacceptable File Formats:

  • Quark Xpress 7.0 (.qxp) or lower
  • CorelDRAW 12 (.cdr) or lower
  • JPEG, GIF, PNG or any low resolution images taken from the Internet
  • Microsoft Word, Excel or PowerPoint files
  • RGB colours will be converted to CMYK

   

  Please note that 4 colour process jobs must be created in CMYK format.

• Can Jay-Line typeset something for me?

  Yes we can. Depending on the amount to be typeset, there is a fee associated. Please contact us for details.

• What is bleed and type safety?

  Bleed is term that refers the part of the artwork that goes beyond the edge of the printed sheet. Often times paper is trimmed after printing to ensure the ink runs fully to the edge and does not stop short of it.

  Furthermore, text that does not bleed must be placed within a specified distance from the trimmed edge of the page. This is most commonly referred as the “type safety” area. Text placed within this margin cause any variation in printing to appear different then what was originally intended. In addition, text too close to the edge of the page, may be compromised. Type safety areas vary depending on the product.

• How do I convert fonts to curves or outlines and what does this mean?

  Designs, such as logos and advertisements, frequently include text. Most vector-editing programs, such as Adobe Illustrator, provide a way to convert fonts into editable vectors, called curves or outlines. You must convert fonts to curves on your artwork before sending it to us.

  Instructions:

  1. Ensure you have the desired font installed on your system.
  2. Select the text that you want to convert. Click on the selection tool and select the desired text. Make sure you use the selection tool rather than the text-editing tool to select the text.
  3. Convert text to curves or outlines. In Adobe Illustrator, select “Type>Create Outlines.”
  4. Once the text is converted to curves or outlines, you can manipulate the font as a vector object. Please note that you cannot go back an edit the font after you have done this.
• What do you mean my artwork is low resolution?

  See artwork requirements for full details. We require all images to be 300 d.p.i. Images that are less than 300 d.p.i. will seem very “pixillated” and broken up or “fuzzy”.

  Images taken from websites cannot be used for printing. Although they will look good on your computer monitor (your monitor is only capable of displaying 72 d.p.i.), this is not good enough for printing.

• Can I have a Pantone colour match?

  Pantone colours are a universal colour system used in the printing industry. Many of our products are available to be printed with spot Pantone colours. You should always check our catalogue or web site for details, we always indicate if Pantone colours are available. Sometimes only certain Pantone colours are stocked on particular products. Additional Pantone colour may be available at an extra charge.

  Many of our products are printed on Digital Printing equipment in which case Pantone colour are converted to 4 colour process (CMYK) equivalents. Most colours convert well however some colours: oranges, some blues, lime greens, bright colours, very light colours and greys will not always convert well. Metallic and fluorescent colours cannot be converted. Pantone colour match is not available on most digital printed products. Please check the catalogue or web site to see if Pantone colours are available on a particular product. Please note on Digital printed products that have Pantone colour matches available there is an additional charge of $72(g) per colour, and yes if you require black and another Pantone colour to be printed – black is considered a colour.

  It is always best to refer to a Pantone Solid to Process colour imaging guide to check your colour conversions. Pantone Solid to Process imaging guides are available through the PPPC at Member reduced prices.

• What if I want to make changes to my artwork?

  Fax or email the changes required. A new proof will need to be sent. A fee of $15(g) applies to each additional proof required.

• Why do certain colours not print well on Pad Printed items?

  Pad print inks are not very opaque, therefore when printing a colour like red on a black item some of the black will show through the red ink and the red will look “muddy” in colour. Coloured inks are best used on white pad printed items. We recommend printing white or black on coloured items. Silver or Gold metallic inks also work will, however there is an extra ink charge of $28(g).

• What do you mean my details may fill in?

  Sometimes artwork is provided at a much larger size than we require and may look fine at that size. When the artwork is reduced to the size that it will print on a product many of the fine details will fill in at the smaller size and will not be able to be reproduced with a particular imprint method.

  Also artwork that is used for digital or offset printing is not always suitable for pad printing or silkscreen printing. Some of our products like our Gripper Jar openers have a very textured surface and cannot be printed with very fine detail or small type styles. Jay-Line will always advise you if we have concerns about your artwork.

• What about Trademarks, Copyrights and Registration Marks?

  Jay-Line bears no responsibility for legal infringements. We assume that the customer has permission to use all designs to be reproduced on Jay-Line products.

PRODUCTION

• What imprint methods are used to produce Jay-Line products?
  • Offset sheet fed printing
  • Web roll fed printing
  • Digital sheet fed printing
  • Digital wide format direct imaging on many substrates
  • Pad printing
  • Silk Screen printing
  • Hot stamping, Debossing and Embossing
  • Die cutting and digital die cutting up to 4’ x 8’
  • Sheet and Roll Label printing
• How long does it take to process blank unimprinted items?

  We request that unimprinted items be given two to three business days to process. All unimprinted items require a waiver to be signed. All sales are final.

• When will I receive my order?

  Our general lead times on most book quantity items is 7-10 business days after art approval.  We make every effort to have orders completed in this time frame however, during peak seasons the timelines may be extended by a few days.  If you require your order for a specific event, please contact us and we will make every effort to work with our production team to accommodate your request *Rush charges may apply.

• Do you have a rush service?

  We do not have a set rush service, but as per the above, if you contact us and need your order for a specific date, we will make every effort to accommodate your request and again rush charges may apply.

• What is your rush charge?

  We base our rush charges on the requirements needed to get your job completed, (i.e. overtime hours, extra labour etc.) please call us with your request and we will provide you with a quote.

• I received my order but it is more/less than what I had ordered, why did I not get exactly what I ordered?

  We try to produce exact quantity whenever possible but printing is not an exact science, it is industry standard that all orders are subject to a 5% over/under run.  Notepads & playing cards are subject to 10% so please make sure when ordering that you factor in those percentages so you are not short on order.

SHIPPING

• What are your methods of shipping?

  Our main carriers are UPS & Purolator for regular packages. If you choose to use an alternate courier you will be asked to provide a label & schedule a pick-up once your order is completed. For skid orders we will quote you with the cheapest method possible – you can also arrange your own.

• What about shipping to the US?

  U.S shipping is done with UPS – you will be a sent a waiver to fill out. Brokerage & duties may apply.

• How will I know when my order is shipping?

  Critical delivery dates MUST be clearly marked on your purchase order, these dates will be confirmed with you. Every effort will be made to meet your in hands date but this might require Express Shipping or rush charges. You will receive a tentative ship date on your proof approval form, if you approve your order within the set time frame this should not change, if there are delays or changes made this may affect your ship date which will be discussed with you by your rep.  Once your order is approved you will then receive a confirmation email with your ship date as well.  If we are experiencing delays we will contact you as soon as possible to discuss and give you an updated ETA.

• How do I know my order has shipped?

  The day your order is shipping you will receive another confirmation email with a tracking number.

• You notified me that my order has shipped but it should have been here by now, where is it?

  The first step would be to use the tracking # provided and trace your package on the courier’s website.  If there is no information, you don’t see a delivery notice or a delay message you can then contact us and we will contact the courier to see if there is an issue.

• Are my orders insured when they are shipped?

  Orders are insured at the request of our client. If you wish to have your order insured please indicate so on the sales order confirmation.

• What is required to ship a large order on a skid?

  In order to ship an order on a skid, a loading dock with a forklift is required. If the skid has to lowered, tailgate charges apply. If the skid has to be broken down in any way extra labour is needed, prior arrangements must be made and extra charges will apply. Please note that we do not ship to conference centres.

• What is your limit of responsibility?

  We are shipping your order on your behalf, our limit of responsibility ends once a common carrier leaves our plant with your shipment. Claims for lost, damaged or delayed shipments must be made with the carrier. It DOES NOT release you from payment of the merchandise.

• I want to return my order. What do I do?

  Merchandise may not be returned without prior
  authorization. If there is an issue with your custom order, we must be notified within 10 business days via email including images of the problem. Once reviewed we will arrange for the return of your product if required or alternate
  arrangements or credit will be issued. All unused credits will be voided after 12 months of issue. Blank goods may not be returned