FAQ & POLICIES

No, we no longer maintain a fixed office/address. All the work will be done online (this includes all of the design/printing and digital marketing services). Don’t worry, we still have a printing factory with the most advanced machinery to satisfy all of your urgent printing needs.

After the Covid-19 pandemic 2021, we have decided to eliminate all of our physical office workspaces and turned Helixgram into a 100% online printing business. With a Work-from-Anywhere culture, Helixgram’s online printing service is now serving clients from everywhere in the world, and all of our staff are doing the work remotely in Ho Chi Minh City (Vietnam), Sydney (Australia), Vancouver (Canada) and California (United States) on a daily basis to keep the work going.

And thanks to that, the cost that we spend to create your printed items also decreased significantly.

There are 2 ways to purchase a printed product from Helixgram:

1. Make an order online

Simply go to our Online Printing Shop to pickup the product you’re looking to print, and complete the purchasing form. Select the options that you want to apply on your printed product and proceed the payment.

2. Make an order by contacting us via email, chat or online channels

When you contact us via online channels, please let us know:

– The type of product you’re looking to print.
– The size you want.
– The amount of them.
– The material (if any).
– Special printing finish requirements (if any).
– Your shipping address (so we can estimate the shipping fee).

We’ll try to reply you as quickly as possible to discuss about your requirements. If you don’t receive the reply in a moment, please be patient, thank you.

If you have made an online order, please complete the payment displayed upon the Checkout page. In most cases, we will proceed the print right after we receive your order and payment.

Sometimes, if the design files you have provided don’t qualify for printing, we will contact you via email to discuss further on how we can adjust it to meet the printing requirements, and send you an online proof (image version) of the design before printing. So please check your inbox frequently (including Spam folder). In this case, if after 48 hours since the time we sent out an email regarding this and we don’t receive a reply, we will proceed with the printing based on our recommendation.

After making an online order via our printing shop, a confirmation email will be sent to your provided email address immediately. The confirmation email includes all the order info and your provided billing details.

1. You contact us via online channels to make an order

Please let us know some info (if possible) about what you’re trying to print, for example:

– The type of product you’re looking to print.
– The size you want.
– The amount of them.
– The material (if any).
– Special printing finish requirements (if any).
– Your shipping address (so we can estimate the shipping fee).

2. Discussion

We will reply your inquiry to discuss about all the details and printing work.

3. Printing quotation

When the printing details are confirmed, we will send you a printing quotation. You can check all the details of the work along with the payment methods for your order, and delivery method.

4. Initial deposit processed

In order to proceed with the order, please complete the initial payment of this work as described in the printing quotation.

5. Printing finished

Once the printing work is done, we’ll contact you prior to the delivery. We’ll also confirm the details of the receiver once again including:

Name:
Phone Number:
Address:

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party.

Important Note: After placing an order on our website, our system will send you an order notification automatically via email. As soon as we receive your order, we will contact you via email to confirm the order and print file (online proof) before processing. After your payment has been cleared on our account, we will process the order.

– Please be informed that the payment will not be refunded in any circumstances.

– Please be sure to contact us as soon as possible if there is a problem with your order. If items are damaged caused by manufacturing or damaged during transportation before reaching you, Helixgram will do as much as possible to rectify the problem.

– If you have any problems about the products, please report them within 2 days since the time you receive them. Beyond this time the issue will not be resolved for any reasons.

2-time payment policy:

• Initial payment: 70% of the total cost.
• Second payment: 30% of the total cost.

1. If you make an order directly via our website

One-time payment up front is required.

2. If you make an order manually instead of making an online purchase

For the payment that costs lower than 10,000,000 (VNĐ):

One-time payment up front is required.

For the payment that costs higher than 10,000,000 (VNĐ)

We support two-time payment (only applied for corporate clients located in Ho Chi Minh City, Vietnam):

• Initial payment: 70% of the total payment in order for us to proceed the print.
• Second payment: 30% of the total payment before we deliver your items to your provided shipping address.

We accept payment via Bank Transfer directly to our bank account in Vietnam, Australia and United States.

Choosing a payment method with Stripe will allow you to pay with a Credit / Debit Card.

Send the payment to our MOMO e-Wallet.

Please note: This payment method is only available if you make an order via our contact channels, and not applicable for making an online order via our online printing shop.

In this payment method, we’ll send you an online PayPal invoice to your email address. You can simply pay the bill by clicking on the Pay Now button display in the email from PayPal.

Please note: This payment method is only available if you request an offsite payment method from us manually, and not applicable for making an online order via our online printing shop.

For printing works using paper and other materials:

• You are fully responsible for the printed content when you have “approved the printed content”, as well as the legality of the logo, brand, and design of your product.
• Printed digital colors in reality can vary +/- 15% for vector (illustrator) design files, 30-40% for image files.
• The size of the final products after production will differ a little bit (usually smaller) from the size the client wants and this is unavoidable in the industry. We try to minimize this as minimum as possible.
• The printed colors in reality will also change relatively after each time of printing, and between different printing companies.
• The colors on your design must be based on PANTONE color codes. Please don’t compare the colors you see on mobile/computer screen (which are enhanced by LED lights) to printed colors in reality.
• The actual printed color uses CMYK color mode, so all of your design files need to be converted to CMYK color mode. Please do not use RGB color mode to avoid excessive color deviation.
• All Fonts must be Converted to Outline in order to avoid wrong font spelling.
• Please allow your design content to have at least 7 – 10mm gap from the edges of your catalogue, 5mm for leaflets and 3mm for business card to avoid the content being cut off.
• We always try our best to make your printed products look great. However, please be noticed that content’s central alignment might have a very little deviation (< 1mm) after the product is trimmed to the final size.
• We will not be responsible if any problem occurs if you don’t follow these provision.
• Due to various reasons, the colors of the printed products in reality will not look 100% the same with the colors you see on the design, so we hope customers understand this and Helixgram will not provide the reimbursement, refund & exchanges in this case.
• By approving the printing process, this means you have agreed with our printing policies.

Printed digital colors in reality can vary +/- 15% for vector (illustrator) design files, 30-40% for image files.

Due to various reasons, the colors of the printed products in reality will not look 100% the same with the colors you see on the design, so we hope customers understand this and Helixgram will not provide the reimbursement, refund & exchanges in this case.

If you choose not to add a lamination to your print, your print will keep the original texture of the stock you’ve chosen.

Because it won’t have an extra layer of lamination on top, this will create a thinner feel for your product, but also help keep the price down!

Cheaper option.
Natural texture.
Thinner feel.

If the product has different demo versions (eg: logo), the customer chooses 1 among these demos to continue editing.

Revision from designers / feedback from clients (time frame): 3 days maximum per each adjustment applied for both client side and designer side.

Design and revision progress should be completed within 30 days since the day we receive the initial payment. After this timeframe, Helixgram reserves the right to stop all the design works as listed in this quotation.

1. Delivery company

Helixgram usually uses the delivery services provided by several local shipping companies such as: VnPost, Grab, Be, AhaMove, GoJek.

2. Delivery fee

If you make an online order via our website, the delivery fee will be displayed at the Check-out step before proceeding payment.

If you make an order manually by contacting us, we’ll let you know the shipping fee to your provided shipping address.

For delivery in Ho Chi Minh City, the fee is usually around 35,000 vnđ for a standard parcel or sometimes higher than that depending on the weight of the parcel.

3. Delivery schedule

Once your printed products are available, we will schedule a delivery via one of the above delivery companies to the shipping address provided by you (Name, Phone Numbe and Address) in the online order.

Normal Delivery time: From 8:30 a.m. to 7:30 p.m. from Monday to Sunday.

4. Receiving the products

In normal cases with full recipient information, we will commit that the customers will receive the products on time.

However, please be aware that the following cases are out of our commitment:
– You provided the wrong address and contact information of the receiver.
– Delivery staff contacted the receiver but no response.
– The delivery time is on time but the customer is not ready to receive the products.
– Unexpected events: natural disasters, storms, floods, accidents, traffic network problems, problems that may affect the transportation process.

1. Delivery company

We use the delivery services provided by Vietnam post office called: VnPost.

2. Delivery fee

If you make an online order via our website, the delivery fee will be displayed at the Check-out step before proceeding payment.

If you make an order manually by contacting us, we’ll let you know the shipping fee to your provided shipping address.

3. Delivery schedule

Normal Delivery time: From 8:30 a.m. to 7:30 p.m. from Monday to Sunday.

Once the printing work is finished, you will receive an automatic email saying your order has been completed, and another email after that having the tracking URL of the shipment.

4. Receiving the products

In normal cases with full recipient information, we will commit that the customers will receive the products between 2 – 5 days after receiving Completed Order notification via email.

However, please be aware that the following cases are out of our commitment:
– You provided the wrong address and contact information of the receiver.
– Delivery staff contacted the receiver but no response.
– The delivery time is on time but the customer is not ready to receive the products.
– Unexpected events: natural disasters, storms, floods, accidents, traffic network problems, problems that may affect the transportation process.

As most of our items are produced in Vietnam, therefore the shipment will be scheduled from Vietnam.

• To the USA: Standard shipping takes about 8-10 days. Express shipping is about 5 – 6 days.
• To EU countries: Standard shipping takes about 10-15 days. Express shipping is about 5 – 6 days.
• To Asia, Singapore, Australia, New Zealand: Standard shipping takes about 6 – 8 days. Express shipping is about 3-5 days.

For all destinations and shipping options, some delays may occur. Delivery to some locations may take longer depending on your country’s customs and local post service’s efficiency. If you wish for the item to arrive faster or on a strict deadline, please contact us, so we can give a quotation for rush shipping.

The buyer will shoulder any import duties and taxes imposed upon arrival to your country.

We’ll be providing tracking URL so you can easily check the status of the parcel.

ATTENTION! All terms are in business days.

We support clients by refunding 50% out of the total initial payment if the client notifies us about the cancellation of this work within 12 hours since the time the client sent the initial payment.

We do not refund the payment in any circumstances after the demo sample has been sent to the customer via email or other contact channels.

Please be informed that the payment will not be refunded in any circumstances.

In the situation the products you received do not meet the agreed specifications and do not look similar to the sample printed version, or has a printing defect, you can request to send the products back to Helixgram to change to another product, subject to the provisions below:

1. CONDITIONS FOR RETURNING & EXCHANGE (1 time only):

• The printed content (text and artwork) is different compared to the approved online proof.
• The printed colors are way too much different compared to the approved colors.
• Products printed with the wrong size >= 5% compared to the original size, and incorrect type of lamination.

2. NOT APPLICABLE FOR THE BELOW CONDITIONS:

• The deviation between printed product and the digital design file is within the permissible conditions in the section: Files & Printing Policy.
• Customers provide wrong content leading to wrong printed products.
• Customers do not provide color alignment samples or do not require color approval before printing, leading to too many color deviations in the printed product.
• Products get wet, moldy, wrinkled, … during your transportation and delivery because we use third-party delivery services for shipping (domestic and international) so we can’t control if any issues happen because of the shipment.
• For any other printing specifications that the customer does not mention from the beginning, we will consider the customer to agree with our terms of common standards in the printing industry to perform.

Please be aware that we only provide printing services, and not providing storing services in any cases since our printing factory is not designed and structured to storage your items for a long time, and we also need to keep our space for other printing works.

After your printing items are completed and we have informed you about the completion:

• Within 3 business days: Please proceed the second payment (if required for your order) and provide us with your shipping details (if you haven’t done so), and we will deliver the items to your provided address.
• After 3 business days until the 7th business day: if you proceed to receive the items during this period, we will not support you in any circumstances if any problems occurs with your items when you receive them.
• After 7 business days and we haven’t received your respond regarding the second payment (if required for your order) and your shipping details (if you haven’t done so): This means that we have the right to eliminate the items out of our working space to space up our factory.

Our printing factory is not designed and structured to storage your items for a long time (temperature, health and safety, hygiene reason), and we also need to keep our space for other printing works.