Frequently Asked Questions

Ordering
Product prices can be found on the top of each page by clicking the pricing link.
Presently, we have branded designs for more than 100 companies with more being added each quarter. If you wish to add your company to our ever growing list of companies, please email us at care@surefactor.com
Banks decline payments for several reasons. Some of the common reasons are listed below.
  1. You have keyed in incorrect data (your credit card number, billing address, expiration date and CVV number)
    • A credit card number is typically a 16-digit number that appears on your credit card except for American Express, which has a 15-digit number. Make sure you are keying in the number exactly as it is printed on your credit card.
    • Billing address – This address should match the billing address you have with your credit card issuing bank.
    • Expiration date – The expiration date on your credit card.
    • CVV number – A 3-digit number for Visa, MasterCard & Discover, found on the back of your card, and a 4-digit number for American Express found on the front of your card.
  2. You have reached the spending limit on your credit card.
  3. You have been issued a new credit card, but it has not been activated.
  4. You are using a credit card that has been canceled or that has expired.
If you feel you have provided accurate information and your payment is still declined, please call your issuing bank for answers.
Quantities cannot be changed once an order has been placed.
Delivery addresses can only be changed if we have not generated a shipping manifest for an order. If your order has not yet been shipped, follow these steps to change your shipping address:

  • Go to the home page
  • Click the Support link on the top of the page
  • Click the Submit Ticket link and you will be taken to the ticketing page.
  • Select “Change shipping address” from the drop-down. You will be prompted to enter your account id (registered email address) and order number.
  • Complete the form to fill in your new shipping address.
  • Click the Submit button.
  • We will send an email to you acknowledging the change, or if your order has shipped in the interim, to let you know that we are unable to make the change.
Promotions codes can only be entered on our website.
To generate a receipt, follow these steps:

Log into your account.
Go to order history.
Click on view invoice.
You should be able to view and print your invoice.

We have taken great care to make our customers aware of the product they are ordering. Therefore, the product you receive will match specifications you provided.

However, in the extremely unlikely event you receive a product that does not match your confirmed order, submit a support ticket, including your original order number, and we will investigate the situation and respond to you.

Orders may be canceled if they have not gone to print. To cancel an order, follow these steps:

  • Click on support
  • Select order cancellation from the drop down.
  • Enter your account id (registered email address) and your order number.
  • Enter the reason for cancellation.
  • Click the submit button.
  • SureFactor reserves the right to cancel your order when we receive your request to do so. We will send you a notification upon cancellation. However, if your order has already been printed, we will notify you that we were unable to cancel your order.
We do not provide samples.
For online orders, proofs are generated online and are approved by our customers before they select their print options. We do not send proofs for online orders.
Yes, we design all sorts of brand and marketing material from business cards to direct mail. Please email us at care@surefactor.com with a description of your requirement and we will gladly give you a quote.
Refunds / Cancellations

Orders can be canceled, if they have not gone to print. You can check the status of each order by reviewing your order history.

We cannot cancel any order that whose status is anything other than quality assurance. Please see our terms of service for more information.

If an item is received damaged during transit or is defective, please contact by email. Be sure to include a photograph of the damaged/defective product.
No worries, our 100% satisfaction guarantee warrants all defects. All defects must be reported within 1 week of receiving your order (UPS / USPS delivery date) or else our guarantee is null and void. Please send us an email with the reason of the defect and supporting photographs.
Shipping & Turnaround
Business card orders typically print within 48 hours and then take anywhere between 1-5 days in transit depending on the shipping options chosen excluding Alaska and Hawaii. Delivery for business cards can be expected in 3-7 business days excluding the day you place your order.

Turnaround time is the time it takes an order to reach your door.

Business Cards: 5-6 business days.
Rounded Corner Business Cards: 6-7 business days.
Business Card Labels: 7-10 business days
Business Card Magnets: 7-10 business days
Notecards: 7-10 business days
Name Badges: 7-10 business days
Door Hangers: 7-10 business days
Presentation Folders: 7-10 business days
Letterheads: 7-10 business days
Envelopes: 7-10 business days
Book Marks: 7-10 business days
Car Magnets: 7-10 business days
Postcards: Not available presently – Availability tentatively in September.
Direct Mail: Not available presently – Available tentatively in October.
EDDM: Not available presently – Available tentatively in September.
Sign into your account. Go to order history. Under the view tab, click on tracking details. You can also view your order details by going to the home page, clicking on support and then track orders.
  • Go to the home page
  • Click “support”
  • Choose “submit a ticket” from the drop-down.
  • Select “Change shipping address”
  • Enter your order number.
  • Complete the form to change your old shipping address to your new shipping address.
  • Click “submit changes”
  • We will send you an email to confirm your changes. If the order has advanced to a stage where the change cannot be made, we will send you an email to notify you.
SureFactor reserves the right to change shipping/delivery addresses per your instructions.
We cannot change your turnaround/delivery options after you have placed an order.
We do not ship to PO boxes. An accurate residential or business shipping address needs to be provided or your orders will be delayed.
Image Quality
For best results, use any of the following image types: JPEG, JPG, PNG. Other image types may also work with our image-editing tool, so feel free to experiment.

All images must be of sufficient clarity to print well. If an image is blurry or grainy, has a pinkish or yellow hue, or has poor contrast, it may not print well. If in doubt, we recommend you use a professional photographer because they will ensure your images meet optimal type and quality standards.

If you want us to determine whether an image will print well, email the image to us at care@surefactor.com. Our quality team will reply to you within minutes.

The print size on our business cards is
Small – A clear image of at least 220 by 300 pixels
Medium – A clear image of at least 266 by 400 pixels
Full - A clear image of at least 320 by 480 pixels

Unfortunately, NO! Different monitors interpret colors differently depending on their graphic cards. The monitors also display our templates in RGB mode whereas we print using CMYK.

There will be always be slight variations in color.

Support Tickets
We offer a comprehensive ticketing system, and you should always try submitting a ticket first when you can’t find the answers to your questions here. Our ticketing system routes each question to the specialist best suited to handle your inquiry, and we are dedicated to responding with alacrity.

To submit a support ticket, follow these steps:
  • Go to the home page
  • Click “support”
  • Select “submit a ticket” and then select the appropriate link from the menu
  • Provide your email address, order number and any relevant information.
  • You will be surprised how quickly we get back to you! At SureFactor, we are committed to being your partner in success!
Contact Information
Monday - Friday, 10 am-6 pm Eastern Time (7 am-3 pm Pacific Time)
Direct: 339-686-8011
Toll Free: 844-280-6520
Email: Care@surefactor.com

Address
Corporate Office:
945 Concord Street,
Framingham, Massachusetts, 01701