When to Use This Feature
The design re-upload feature allows you to submit a corrected design for an existing order. This is useful when you've discovered an error in your original file after placing your order, but before your prints are produced.
Typo or Error
You spotted a spelling mistake, wrong date, or incorrect information in your design.
Wrong File Version
You accidentally uploaded an old version of your design instead of the final one.
Missing Element
A logo, image, or text block was accidentally left out or in the wrong position.
Before You Start
What You'll Need
To re-upload a design, you'll need a Support Code from our team. This code verifies that your order is eligible for a design correction.
- Your original design project saved in the Designer
- A valid support code (obtained by contacting our support team)
- Your corrected/updated design file ready to upload
Getting a Support Code
Contact our support team via email or chat with your order number and explain the issue with your design. If your order is eligible for a re-upload (hasn't entered production yet), we'll provide you with a code.
Support codes are typically provided within 1-2 business hours during normal business hours.
Step-by-Step Guide
Open Your Design
Go to the Designer and open your saved project. Make sure it's the same design you originally submitted with your order. If you need to make corrections, do so now before proceeding.
Find the Support Button
In the bottom toolbar of the Designer (near the left side, next to the autosave indicator), look for the help icon (?). Click it to open the support menu.
Select Re-upload Design
From the dropdown menu, select 'Re-upload Design (Support)'. This will open the re-upload wizard.
Enter Your Support Code
On the first step, enter the support code you received from our team. Click 'Continue' to verify the code. If the code is valid, you'll proceed to the next step.
Upload Your Design
Review your current design details, then click 'Upload Design'. The system will generate your print-ready files and upload them to our servers. You'll see a success message with a reference URL when complete.
Confirmation
Once uploaded, our production team will be notified and will use your corrected design file. You don't need to take any further action — we'll handle the rest!
Important: Make sure your design is fully corrected before uploading. Each support code can only be used once.
FAQ
How long is a support code valid?
Support codes are typically valid for 24-48 hours. If your code has expired, contact support for a new one.
Can I use the same code multiple times?
Each support code is single-use. If you need to make additional corrections after uploading, please contact support for a new code.
What if my order has already started production?
If your order has entered production, we may not be able to accept a design correction. Contact support immediately — the sooner you reach out, the better chance we have to pause production.
Is there a fee for re-uploading a design?
If the error was in your original file and you catch it before production starts, there's typically no additional fee. However, if production has begun, there may be restocking or rush fees depending on the situation.
I can't find my saved design. What do I do?
Designs are saved in your browser's local storage. If you've cleared your browser data or are using a different device, your design may not be available. Contact support with your order number and we can help retrieve your original files.
What file format is uploaded?
The re-upload feature generates print-ready PDF files (the same format used during normal checkout) and packages them into a ZIP file for our production team.