FAQ & POLICIES

We no longer maintain a fixed office or physical address. All of our services – including design, printing, and digital marketing—are now handled entirely online. Rest assured, we still operate a state-of-the-art printing factory equipped with the latest technology to meet even your most urgent printing needs.

After the COVID-19 pandemic in 2021, we made the strategic decision to eliminate our physical office spaces and transition Helixgram into a 100% online printing business. Embracing a Work-from-Anywhere culture, our team now works remotely from Ho Chi Minh City (Vietnam), Sydney (Australia), Vancouver (Canada), and California (USA), serving clients worldwide.

This shift not only gives us greater flexibility and efficiency—it also significantly reduces operational costs. As a result, we’re able to pass those savings on to you while maintaining the same high quality in every printed product we deliver.

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

1. Order Online

Visit our Online Printing Shop to browse and select the product you’d like to print. Simply choose your preferred options (such as size, quantity, material, finish, etc.), add the product to Basket, and proceed with the payment.

2. Order via Email, Chat, or Other Online Channels

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

– The type of product you want to print.
– The desired size.
– Quantity.
– Preferred material (if any).
– Special printing finishes (if any).
– Your shipping address (to estimate delivery fees).

We’ll respond as soon as possible to confirm your requirements and guide you through the next steps. If you don’t receive a reply right away, please be patient—we’ll get back to you shortly. Thank you for your understanding!

Once you’ve placed your order through our Online Printing Shop, please complete the payment on the Checkout page to confirm your order. In most cases, we’ll begin the printing process immediately after receiving both your order and payment.

However, if the design files you upload don’t meet our printing requirements, we’ll contact you via email to discuss adjustments. We’ll also send you an online proof (a preview image of your design) for confirmation before proceeding. To avoid delays, please check your inbox regularly—including your Spam or Junk folder. Important: If we don’t receive a response within 48 hours of sending the email, we will proceed with printing based on our recommended adjustments to ensure timely production.

Yes! After placing an order through our Online Printing Shop, you’ll automatically receive a confirmation email at the address you provided during checkout.

This email will include all the details of your order, including the products you selected and your billing information. If you don’t see it in your inbox, please check your Spam or Junk folder just in case.

1. Contact Us

Reach out to us via any of our online channels and let us know the details of what you’d like to print. Please provide the following information:

– Type of product.
– Desired size.
– Quantity.
– Preferred material (if any).
– Special printing finish requirements (if any).
– Shipping address (for delivery fee estimation).

2. Discussion

Our team will get back to you as soon as possible to discuss your printing needs in detail and ensure we fully understand your requirements.

3. Printing quotation

Once everything is confirmed, we’ll send you a printing quotation. This will include: Producf details, Total cost, Payment methods, and Delivery method.

4. Payment processed

To proceed with your order, please complete the payment as outlined in the printing quotation.

5. Printing finished

Once your printing is complete, we’ll contact you before delivery to reconfirm the recipient’s details, including:

Name:
Phone Number:
Address:

Your data is handled with the highest level of security. Our website uses SSL (Secure Socket Layer) encryption technology to ensure that all your personal information—including your name, address, and payment details—is transmitted securely. This means that the data you provide during checkout is encrypted and cannot be accessed or read by any third party.

One-time payment up front is required.

For the best print quality, please follow these guidelines when submitting design files.

File Format & Color Mode

• Upload/Provide original design files in vector format (Illustrator) for optimal results. If only image files are available, we will use those, but quality may be affected.
• Color variations:
  • Vector (Illustrator) files: ±15% difference from digital display.
  • Image files: 30-40% difference from digital display.
• Color mode: Use CMYK color mode for all design files. Do not use RGB, as excessive color deviation may occur in print. Base colors on PANTONE color codes for better accuracy.
• If your files are in RGB mode, we will convert them to CMYK for printing without notice, which may result in noticeable color differences.
• Please do NOT compare printed colors with those on electronic screens, as digital displays enhance colors differently.

Design & Layout Requirements

• Convert all fonts to outlines to prevent incorrect font rendering.
• Trim Size (Final Card Size)

The trim size is the preferred final size of the printed page after cutting. (However, in reality, trimming tolerance is also applied).

• Bleed Area (Extra Margin for Cutting)

If your design has background colors or images that reach the edge of the page, they must extend beyond the trim edge into the bleed area. This prevents white edges appearing after cutting.

• Safe Area (Important Content Area)

Important text, logos, and images that are not intended to reach the edge should stay inside the safe area/zone so they are not cut during trimming.

For example: if the business card trim size is 64 mm × 89 mm, then the bleed size should be: 70 mm × 95 mm (3 mm bleed beyond trim line), and the safe size: 58 mm × 83 mm (3mm from trim line).

• Maintain a safe zone to avoid trimming issues for elements that are not meant to reach the edge. For example:
  • Catalogs: Safe zone 7-10 mm from trim line, bleed zone 5mm beyond trim line.
  • Leaflets: Safe zone 5 mm from trim line, bleed zone 4mm beyond trim line.
  • Business cards: Safe zone 3mm from trim line. Bleed zone 3mm beyond trim line.

Trimming Tolerance

• Trimming tolerance refers to slight variations that can occur when a printed project is cut down to its final size. The actual trim line may vary slightly from the intended edge of the design.
• Our standard trimming tolerance is usually1.5 to 2.5 mm on each side of the print, depending on the product. For products that are larger than A3 size, trimming tolerance could be higher.
• This occurs because the trimming blade is 1 mm thick, and slight trim alignment adjustments are necessary.
• Therefore, the final product size may be slightly smaller than specified print size. This is a fact in the printing industry. Please accept this minor variation when preparing your designs and submitting your order.
• A small shift in alignment will occur after trimming, which is unavoidable in printing. This may result in margins (top-bottom or left-right) being slightly off-center compared to the original digital design.

Borders & Frames

We do NOT recommend adding borders or frames around the edge of your artwork. Due to normal printing and trimming tolerances, minor variations are unavoidable and may cause borders to appear uneven on the final product. These variations exist in all printed products but are typically more noticeable when borders or frames are used. This is a standard characteristic of the printing process and is not considered a defect.

Printing Limitations & Responsibility

• Printed colors may vary with each print run and between different printing companies.
• The material choice (paper, plastic, metal, etc.) may affect printed color and quality.
• Helixgram is not responsible for any issues arising if these provisions are not followed.

Acknowledgment & Agreement

By purchasing our products or approving the printing process, you acknowledge and agree to our printing policies.

Lamination finish is the process of applying a thin layer of plastic to paper, plastic or card sheets to enhance and protect the printed matter. The common types of laminate are glossy and matte.

Matte: Matte lamination gives an elegant and sophisticated finish, which is why it is a common choice for many. Compared to other glosses, a matt laminate is more of a ‘natural’ look. Unlike gloss lamination, matt lamination can provide a softer look, as it can produce lower contrast on darker colours.

Glossy: Gloss lamination finish is also a popular choice, and it’s not difficult to see why. Writing and pictures often appear more crisp and sharper, whilst also having more contrast.

If you choose not to add a lamination to your print, your print will keep the original texture of the stock you’ve chosen. Since it doesn’t have an extra layer of lamination on top, this will create a thinner feel for your product but can help keep the price down. If you need cheap marketing material for short-term use such as giveaway flyers, considering these printouts without lamination finish is also a wise choice.

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 info

In order to conduct the delivery successfully, we will need the recipient information including: Name, Local Phone Number, Address.

In case you don’t have a local phone number, you can contact us directly to arrange an in-person delivery. That means you can wait outside of the delivery venue to receive the item in person.

If you stay in a hotel, you can provide these details so we can arrange the shipment to the reception desk: Check-in Name, Room Number (or Booking Confirmation Number if not check-in yet), Check-in Date, Address.

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

Once your printed products are available, we will schedule a delivery to the shipping address provided by you in the 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 according to the total: printing time + delivery time in the order.

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 info

In order to conduct the delivery successfully, we will need the recipient information including: Name, Local Phone Number, Address.

In case you don’t have a local phone number, you can contact us directly to arrange an in-person delivery. That means you can wait outside of the delivery venue to receive the item in person.

If you stay in a hotel, you can provide these details so we can arrange the shipment to the reception desk: Check-in Name, Room Number (or Booking Confirmation Number if not check-in yet), Check-in Date, Address.

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

Once your printed products are available, we will schedule a delivery to the shipping address provided by you in the 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 according to the total: printing time + delivery time in the order.

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.

Delivery is also available to some other regions. 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 4-5 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.