Frequently Asked Questions
Here you’ll find answers to the most frequently asked questions regarding orders, print files, design, deadlines, delivery, payment, returns, and complaints at PrintStop.bg.
If you can’t find an answer to your question, you can contact us at office@printstop.bg or by phone at +359 2 423 81 71.
Orders
How can I place an order?
You can place an order directly through the PrintStop.bg online store, via the inquiry form, by email, or by phone.
For standard products, you can select the desired quantity, option, and shipping method. For products with custom printing, sizing, or design, additional details may be required before production begins.
Do I need to be registered to place an order?
No, registration is not required. You can place an order even without a user account.
If you’d like, you can create an account to more easily track your orders and save your information for future purchases.
Can I place a custom order that isn’t listed on the website?
Yes. If you need a non-standard size, a special material, a specific construction, a custom design, or full branding, please feel free to send us an inquiry.
We will review the project and provide you with a suitable solution, price, and timeline.
Do you work with companies throughout Bulgaria?
Yes. We work with customers throughout Bulgaria. We ship orders via courier, and for larger projects, installations, or comprehensive branding, the terms are determined on a case-by-case basis.
Print and Design Files
What kind of file should I send for printing?
It is best to prepare the file in a print-ready format, such as PDF, TIFF, JPG, EPS, AI, or CDR, depending on the specific product and printing requirements.
For best results, it is important that the file have sufficient resolution, the correct size, and that the text, logos, and images are properly positioned.
Can I send a file that isn’t quite ready for printing?
Yes, you can send us the file for review. If it requires corrections, prepress preparation, or additional processing, we will notify you in advance.
In some cases, there may be an additional charge for preparing the file, depending on the work required.
Can you create a design for me?
Yes. We can assist with graphic design, adapting an existing design, prepress preparation, or the complete layout of advertising materials.
To that end, please send us information about the product you want, along with any text, logos, photos, colors, sizes, and examples of the style you like.
Do you check the files before printing?
Yes, we perform a technical review of the files when necessary. We check key parameters such as size, resolution, format, and print readiness.
It is important to note that the client is responsible for the content of the file—text, phone numbers, addresses, prices, spelling, images, and logos—unless we have been explicitly commissioned to handle proofreading or design.
What does “project approval” mean?
Approval of a project means that the client has reviewed the submitted rendering, file, dimensions, material, or technical specifications and confirms that everything is correct.
Once a project has been approved and production has begun, changes usually cannot be made without incurring additional costs or extending the deadline.
Printing and Production
What products do you make?
We manufacture and offer a wide range of advertising and printed products, including roll-up banners, advertising stands, expo displays, snap frames, poster stands, brochure stands, vinyls, stickers, perforated foil, signs, light boxes, dimensional letters, business cards, flyers, posters, brochures, catalogs, banners, and other promotional materials.
Do you offer comprehensive branding services?
Yes. We can assist with full or partial branding of stores, storefronts, offices, vehicles, building facades, exhibition booths, and advertising spaces.
Branding projects are discussed on a case-by-case basis, taking into account the location, dimensions, materials, design, and installation method.
Is it possible that the colors on the printout will differ from what I see on the screen?
Yes, that’s possible. The colors on a monitor, phone, or tablet may look different from the actual print due to screen settings, the type of material, printing technology, lighting, and color profiles.
If color accuracy is critical, it is recommended that you request a color sample in advance.
What is a color test?
A color proof is a test print that allows the customer to see how the colors will look on a specific material before final production.
This service may incur an additional charge and require additional time.
Deadlines
How long does it take to make?
The lead time depends on the type of product, the quantity, the material, the production workload, the readiness of the file, and whether design or prepress work is required.
Standard products are usually delivered more quickly, while custom orders, large quantities, and projects involving installation require further clarification.
Can the order be processed on an expedited basis?
In some cases, expedited production is possible. This depends on the specific product, the availability of materials, the readiness of the file, and our current workload.
For rush orders, please contact us in advance so we can confirm whether we can fulfill your order.
When does the production period begin?
The production timeline begins once all details have been finalized, the necessary files have been received, the design or project brief has been confirmed, and an advance payment has been made, if required.
Payment
What payment methods do you accept?
We accept credit card payments, bank transfers, cash on delivery, and cash payments upon receipt of the goods at our office.
Is an advance payment required?
For standard products, the payment terms are listed on the website or are specified at the time of ordering.
For custom orders, printed products, large quantities, non-standard sizes, or custom-made items, an advance payment or full payment in advance may be required.
Do you issue invoices?
Yes, we issue invoices. If you would like an invoice, you must provide accurate company information when placing your order or before the invoice is issued.
Delivery and Receipt
Which courier services do you work with?
We work with Econt Express, Speedy, and Pigeon Express. Other delivery options are also available when arranged in advance.
Can I pick up my order at a company office?
Yes, it is possible to pick up the order from the company’s office once it is ready, provided that this option has been agreed upon in advance.
What should I do if my package arrives damaged?
If you notice any visible damage upon receipt, inspect the package in the presence of the courier and request that a report be filed, when applicable.
After that, please contact us as soon as possible and send us photos and information about the shipment.
Returns and Order Cancellations
Can I return a product within 14 days?
For standard products purchased online, the consumer has the right to cancel the purchase within 14 days, where this right applies under the law.
The product must be in a condition suitable for resale, with no signs of use other than those necessary to determine its nature, characteristics, and functionality.
Can I return a product that was custom-made for me?
No. The right to cancel within 14 days does not apply to products made to the customer’s order or according to the customer’s individual specifications.
This includes products customized with a customer-provided file, logo, text, photo, design, custom size, material, color, construction, or other specific requirements.
Examples of such products include roll-up banners with printed designs, custom-sized vinyl signs, stickers based on a design file, signs with logos, perforated film for a specific display window, business cards, flyers, brochures, catalogs, photo banners, and other personalized promotional materials.
Why can’t custom-made products be returned?
These products are manufactured specifically for a particular customer and generally cannot be used or sold to another customer.
Their production involves materials, printing, machine time, labor, and preparation, which cannot be recovered in the event of a cancellation without cause after production has begun or been completed.
Can I cancel an order if production has already begun?
For custom orders, once the file, design, size, material, or specifications have been confirmed and production has begun, the order cannot be canceled without cause.
If the product is manufactured in accordance with the confirmed specifications, the customer is obligated to pay the full agreed-upon price.
This does not affect your right to file a complaint in the event of a defect, nonconformity, or error on our part.
Complaints
What should I do if there’s a problem with my order?
If you encounter a problem with the product, please contact us at office@printstop.bg and send us:
- order number, if any;
- a brief description of the problem;
- photos or videos;
- contact information.
We will review the case and assist you based on the specific situation.
What types of cases are eligible for a claim?
A complaint may be filed in the event of a manufacturing defect, damage, non-conformity with the confirmed order, the wrong product, the wrong size, the wrong material, or any other error attributable to PrintStop.bg.
What is not considered a valid complaint?
The following are generally not considered valid complaints:
- an error in a file, text, phone number, address, price, or logo provided or approved by the client;
- difference between the color on the screen and the actual print when no color proof has been requested;
- minimal process deviations within the permissible limits for the respective process;
- damage caused by improper use, storage, or installation by the customer;
- Return of a custom-made product due to a change in the customer’s plans.
Installation and Branding
Do you offer installation services?
Yes, we offer installation services for certain types of products and projects. The terms, timeline, and cost of installation are determined on a case-by-case basis depending on the project, location, complexity, and materials required.
What do I need to provide during installation?
The client must provide access to the site, a contact person, suitable working conditions, and the necessary permits, when required.
When installing on display cases, walls, building facades, vehicles, or other surfaces, it is important that the surface be suitable, clean, and ready for installation.
Personal Data and Cookies
How do you process my personal data?
We process personal data only for the purposes described in our Privacy Policy—for example, order processing, delivery, payment, communication, billing, and customer service.
You can find more information on the “Privacy Policy” page.
Do you use cookies?
Yes, the website uses cookies that are necessary for the online store to function, as well as analytics and marketing technologies, where applicable.
You can find more information on the “Cookie Policy” page.
Contacts
How can I contact you?
You can contact us in the following ways:
Email: office@printstop.bg
Phone: 0888 877 467
Website: www.printstop.bg
If you have a specific question about a product, file, deadline, price, or individual project, please send us as much information as possible so we can respond accurately and quickly.