Production time and shipping time are different

Every order has two clocks. Production is the time to print, cut and finish the job. Shipping is the time in the carrier’s hands after it leaves. A quoted turnaround refers to production, and shipping is added on top.

Production does not start until artwork is approved. Every order gets a free artwork review first, and if a file will not hold up at size we tell you before anything runs — that review happens before the production clock starts.

Turnaround options

Most print products offer turnaround choices at checkout, commonly between 1 and 10 business days. The options and their prices are listed on each product page. Business days exclude weekends and public holidays.

Shipping methods and cost

Shipping is calculated at checkout from the delivery address, the weight and the size of the finished job. Large-format items ship in tubes or crates and cost more to send than flat printed goods. You see the cost before you pay.

Local pickup in Cleveland

Cleveland-area customers can arrange pickup instead of paying to ship. Ask before you order, or reply to your order confirmation, and we will confirm a time and place. Pickup is by arrangement — please do not arrive without one.

Tracking

When your order ships you get a confirmation email with tracking, where the carrier provides it. If tracking has not moved for several business days, contact info@smellthesmoke.com and we will chase it.

Delivery addresses

Check your address carefully. We ship to the address given at checkout. If it is wrong or incomplete and the parcel is returned or lost, reshipping is at your cost. Tell us immediately if you spot a mistake — if the order has not shipped we can usually correct it for free.

Damaged or lost in transit

If your order arrives damaged, photograph the box and the contents and email info@smellthesmoke.com within 5 business days of delivery. Keep the packaging — carriers usually require it to process a claim. We will replace or refund goods damaged in transit once the claim is confirmed.

If tracking shows delivered and you do not have it, tell us within 5 business days and we will open a trace with the carrier.

Delays we cannot control

Carrier backlogs, weather, and equipment or supply problems at a production facility can move a delivery date. We will tell you as soon as we know. Shipping charges are not refunded for delays outside our control, and a quoted turnaround is not a guaranteed delivery date.

Shipping outside the United States

Our published shipping rates cover the United States. For anywhere else, email info@smellthesmoke.com before ordering and we will quote it. Duties, taxes and customs charges are the customer’s responsibility.

Contact

STS Media, 1427 East 36th Street, Suite 4203B, Cleveland, Ohio 44114
info@smellthesmoke.com

Shipping policy.