COVID-19 Customer Service and Shipping FAQs

Learn How ShockWave Print is Addressing COVID-19’s Impact on Our Customers, Orders, and Employees.

 

 

To our most valued customers,

As COVID-19 continues to impact our communities we wanted to help answer any printing questions you may have. As always, we are passionate about—and committed to—expert-quality printing for our customers and we intend to keep that promise during this challenging and uncertain time.

Here at ShockWave Print we care deeply about the health and well-being of our customers, employees, and the communities we work in. It is our top priority to ensure everyone’s safety while continuing to offer the same high-quality printing and friendly customer service our customers count on.

 

Q: Are you still accepting orders?

A: Yes, we are still accepting orders online or through our customer service.

 

Q: How are you minimizing the spread of the novel coronavirus (COVID-19) in your facilities?

A: We are closely following the safety guidelines from public health organizations, particularly the Center for Disease Control (CDC) and the World Health Organization (WHO), and working hard to ensure our facilities are taking strict preventive measures to minimize any potential spread of the virus.

Q: Will I get my order?

A: Yes, we have an ample supply of materials in all our facilities to print orders for the coming months. It is unlikely that the materials will run out soon, and if stocks are low, we have vendors who are ready to replenish our supply. We have multiple facilities across the nation which enables us to have redundancies. If there are facility closures, we will route your orders to open facilities. The contingency plans we have in place ensure that our employees are safe and secure while serving the needs of our customers.

Q: Will my order be on time?

A: We will do our best to deliver your order on time based on the estimated delivery date. At present, our teams are working hard to ensure that all orders arrive on schedule. We will continue to follow applicable government orders based on our locations and respond swiftly to make any needed changes (such as rerouting your orders based on our contingency plans).

Q: Can I cancel my order due to COVID-19?

A: Our cancellation policy remains the same:

An order may not be canceled once it is “In Production”. If the order is still in the preflight or proofing stage, it may be canceled subject to the following fees, when applicable:

 

  • Orders placed, paid for and then canceled before 5 p.m. PT on the same day may be refunded in full or booked as store credit to be applied to future orders;
  • Orders below $100 will not be subject to cancellation fees;
  • Orders from $100 to $500 will be subject to a $15.00 cancellation fee;
  • Orders $500 and above will be subject to a cancellation fee of 3.5% of the full order amount

Q: How can I contact you if I have specific questions about my order?

A: To ensure the safety and well-being of our customer service department, we have temporarily changed our customer service hours. Please call 702-987-1777, Monday to Friday, 10 a.m. to 5:30 p.m. Pacific Time. We appreciate your patience and understanding.

 

Q: Can I still pick up my order?

A: For the safety of our customers and employees, our pick-up location is temporarily closed until further notice. You can still receive your order by choosing any of our shipping options. For orders in Las Vegas Area choose Local Pickup option to get free delivery.

 

Q: Will the product or shipping prices change?

A: We are all in this together at this critical time. We will not take unfair advantage of our customers by price gouging. Our product and shipping prices will remain at the same affordable prices.

We sincerely hope you and your loved ones stay safe and healthy. Thank you for your continued support.

Best regards,
Your Print Specialists at ShockWave Print