FREQUENTLY ASKED QUESTIONS
General Inquiry
Do you have ready stock for packaging?
NO. We would only proceed to the production stage once order is confirmed as every unique packaging requires custom printing process and techniques.
Can I customize my own packaging?
Do you have revision limits for artwork design?
Do you have minimum order quantity (MOQ)?
No.
We will take every ordering details (product, size, quantity etc) into consideration
What is CMYK?
CMYK stands for Cyan, Magenta, Yellow and Key Black.
Do you print in Pantone colors?
YES. All Pantone and other special colors are available via offset printing.
If I have a large quantity order, will I be able to request for payment terms?
Hey dear, kindly contact us via email / enquiry / directly via whatsapp. Our salesperson will assist you for this matter.
Product and Services
Can I request quotation for products or size that is not shown in the website?
YES. Let us know your request HERE and we shall make quotation based on your specific needs.
Do you provide free packaging samples?
We can manage a mockup of your packaging and deliver it to you with your expense of postage fee.
I don't know the size of packaging for my product…
No worries, kindly place your product into a transparent plastic bag and send it to us via Whatsapp. We will measure it for you!
I don't know which packaging is suitable for my product...
Don't worry, we got you!
Feel free to contact us via Whatsapp, Email or drop us an Enquiry! We are happy to guide you along the way!
Meanwhile, we will update the information on our website regularly in order to answer every question possible!
Artwork
What file formats of artwork do you accept?
We strictly accept:
- Adobe Illustration (.ai)
- Adobe Photoshop (.psd)
- Portable Document Format (.pdf)
As for now, all submission of artwork and confirmation can only be done through Whatsapp and Email only.
For any enquiries regarding measurement, kindly refer to "Measurement Guide" on our website!
How do I send my artwork? Large file size?
All submission of artwork and confirmation can be done through Whatsapp and Email.
If your file exceeds the 25MB of email limit, you may consider using third-party file hosting link as stated below:
- WeTransfer
- SendSpace
- Dropbox
- Google Drive
Can I change or cancel my design after submitting it?
POSSIBLE ONLY IF your order is not in the printing process yet.
Kindly contact Customer Service to check the status of your order.
Why didn't look exactly the same as my artwork shown on screen?
Dear valued customer,
Kindly letting you know that, there will be NO 100% process colour accuracy is current printing industry. Factors that may cause colour deviation include quality of material stock, humidity of the weather, type of press machine, difference between monitor displays and colour setting (RGB vs. CMYK)
Can I please have a soft copy of the final artwork?
Unfortunately, we will reserve the soft copy of any artwork created at Synopack. Do note that your artwork will be kept in our servers, so we will be able to retrieve your artwork easily should you need to print with us again.
Can you help me edit the file before printing?
SURE. We are dedicated to helping you create the most appealing packaging design.
Do note that we will obtain an additional charge for any artwork editing based on the amount of time spent on editing it. The charge will range from RM50 to RM100 per hour.
Can I request for artwork advisory without printing with Synopack?
Nope! Synopack strives to be the leading professional packaging printing house. Hence, we prioritize printing before any design advisory.
What do I need to include in my package artwork?
Normally, package design requires brand name, product name, ingredients, nutrition information, and certification logos.
For more detailed information, feel free to contact us!
Online Order
How do I place my order?
Step 1: Contact us via Whatsapp.
Step 2: Fill in the Order Form via Whatsapp.
Step 3: Receive quotation. (within 2 working days)
Step 4: Confirm artwork. (max. 3 revisions)
Step 5: Payment
Step 6: Receive order
Still not sure? Let us know.
Can I see proof before ordering?
Of course. All orders will have a free online proof before proceeding to printing process.
Bear in mind, you are allowed to make changes to your proof up to three times only from the beginning to the printing process.
Can I cancel or change my order?
POSSIBLE ONLY IF your order is not in the printing process yet.
Please do contact our Customer Service or your consultant immediately and we’ll cancel your job and refund credit but ONLY IF your order is not begin in the printing process.
What if I received my order with incorrect quantity?
If Synopack have mislooked less than 10% of expected quantity:
We will make an immediate refund based on the value of missing units.
If we have mislooked more than 10% of expected quantity:
We will execute an immediate reprint of the missing units.
How long will I have to wait for my goods to arrive?
Each product takes different delivery period.
The exact delivery date will be stated upon ordering and you may view the delivery schedule for the delivery period for all products.
Rest assured that your products will be delivered safe and sound.
Payment and Invoice
How do I pay for my order?
Step 1 : Choose your payment method
- Cash/Cheque (Bank In)
- Online Fund Transfer
Step 2 : Make payment
Step 3 : Send your bank in transaction slip either through WhatsApp or Email as proof of your funds transferred.
Can I get payment terms?
No. We only do Cash Before Delivery (C.B.D) for every order.
Will I get an official receipt for my order? And how will I get it?
You will be issued an electronic proforma invoice upon order confirmation.
In the end, official receipt will be sent digitally to your WhatsApp or Email once the order is completed.
Returns, Refunds & Customer Services
What do I do if I am dissatisfied with my orders?
If you are not satisfied with your printed goods, please inform your consultant within 7 days after receiving your order.
Please do include your order number and reason of dissatisfaction.
We will work with you immediately to meet your expectations.
PLEASE NOTE:
We will only reprint or refund the cost of any product that fails to meet the conditions under the General Expectation on Printing Outcome.
However, we are not responsible for any typing, image or design errors introduced by customers in the artwork/document creation process. In an effect to keep costs down and pass those savings along to our customers, Synopack does not review artwork/documents for content or spelling.
Who should I approach about printing related question?
Upon entering to our platform, you will be assigned to one printing consultant automatically. Our team will be more than happy to answer all of your questions.
When shall I be elligible for return and refund?
To make things simple, we have summarized a list of terms on this matter.
Kindly click "Help" > "Terms and Returns" to find out more!