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Inquiries and services

  • The usual order processing time is 4 – 8 working days (depending on the type of order, the complexity of the assignment and the current print queue).
    This is always an estimated production date, the order status can be monitored online after logging into your account.
  • After placing an order (online via the e-shop or by email), we will send you an order summary by email with the estimated printing / cutting date of your order. This is always an estimated production date, which may vary depending on the current print queue.
  • Boxes, POP and POS materials and large orders have individual production dates (depending on the processing scope, 5 – 15 working days)
  • After placing an order (online via the e-shop or by email), we will send you an order summary by email with the estimated printing / cutting date of your order. This is an estimated production date, which may vary depending on the current print queue.
  • EXPRES PREMIUM surcharge – shipping on the 1st business day after placing and confirming the order – 100% express surcharge
  • EXPRES PRIORITY surcharge – shipping on the 2nd business day after placing and confirming the order – 80% express surcharge
  • EXPRES STANDARD surcharge – shipping on the 3rd business day after placing and confirming the order – 60% express surcharge
  • Always consult the possibilities of implementing EXPRES orders by calling 225 341 300, 777 137 726 or with your sales representative
  • As soon as we complete the order, we will inform you by email and SMS about the shipment of the order or for personal collection (according to your choice). If you do not receive information about the shipment of the order or personal collection on the provided contact email and phone, we are still working on your order. To find out the current status of your order, log in here with your login details
    (you can monitor the status of your order in real time: pending, in print, in cutting, to be completed, completed).

  • In 2023, we implemented 18,500 custom orders and on average each order was shipped in 4 days, 11 hours and 2 minutes.

  • We send parcels via the transport company GLS and TOPTRANS
  • regular hand parcels (via GLS) up to 200 cm wide (example 200 x 20 x 20cm)
    and boards up to a maximum size of approx. 100 x 70 cm: 165 – 189 CZK excluding VAT
  • GLS parcel to ParcelShop (search for branches here). Parcels up to 100 cm wide and up to 15 kg of parcel weight can be delivered to ParcelShop, price from 135 CZK/parcel excluding VAT. GLS ParcelShop is only available for online orders placed via e-shop (cannot be generated for orders placed by email).
  • oversized parcels (via TOPTRANS) – large boards over 120 x 80 cm: 769 – 879 CZK excluding VAT, protective corners are included in the board package
  • oversized parcels (via TOPTRANS) – large banners tubes over 200 cm: 500 – 550 CZK excluding VAT
  • large PVC banners can be sent bent or folded into a parcel via GLS up to a maximum weight of 40 kg. If the banner is requested to be bent or folded into a parcel, it is not possible to claim the PVC banner. Damage may occur due to bending.
  • own transport: flat rate within Prague 385 CZK excluding VAT. Select transport in the last step of the order or specify it by email when ordering. If you choose your own transport, the driver will contact you in the morning on the day of delivery and specify the time of unloading at your address. Transport cannot be ordered for the same day as the order was placed.
  • transport on pallets is charged: 300 CZK excluding VAT/pallet and separate transport 1200 – 1500 CZK excluding VAT/pallet (depending on weight).
  • the prices listed include packaging, it is not possible to send your own transporter to us, it is necessary to use the transporter as stated
  • oversized packages sent via TOPTRANS can be delivered in the morning (premium service):
    TOPTIME – morning delivery by 12:00 on working days. days (from the date of shipment), additional charge for regular shipping: 250 CZK excluding VAT
  • to find out the number of the package sent via GLS, log in here under your login details
    (after completing the order, you will have a label with the shipping number, copy the number here and you can monitor the current status of the shipment).
  • in case we have to send your order in multiple packages via GLS or TOPTRANS, the packages are charged according to the prices above. In terms of the quality of packaging and transportation and fulfillment of transportation conditions with partner companies, we reserve the right to change the number of packages and subsequently charge the actual packages sent.
  • To find out the number of a package sent via TOPTRANS, contact us at print-produkce@merchprint.eu
  • ATTENTION! Please check the packaging and contents of the goods when receiving the shipment from the carrier to ensure that it is not mechanically damaged. Do not accept the shipment without checking the packaging and goods! Please note any damage to the packaging or goods immediately on the shipping note.
  • After the prints are made, you will receive an SMS and email from us with information about collection at the address: Pod Labuťkou 1421/32, Libeň, reception / creative zone map of the area here. Personal collection is only possible between 7 a.m. and 3 p.m.
  • If you do not receive an email and SMS, the prints are still not ready for collection. subscription, you must wait for confirmation by email and SMS.
  • To find out the current status of your order, log in here with your login details (you can monitor the status of your order in real time: pending, in print, in the process of cutting, to be completed, completed). We will also be happy to inform you of the current status of your order by calling: 225 341 300 or +420 777 137 726
  • To find out the number of a package sent via GLS or TOPTRANS, log in here with your login details
    (after completing your order, you will receive a label with the shipping number, copy the number here and you can track the current status of the shipment).
  • If the package has not arrived at your specified delivery address within 2 days of receiving the email with confirmation of shipment, please contact us at print-produkce@merchprint.eu and we I will find out the necessary information about the transportation of your package
  • online payment card – Visa, Visa Electron, Maestro, Mastercard
  • bank transfer – payment in advance or on maturity to a bank account. Bank account number:

    2092786379/0800

    Variable symbol: order number. Payment matching is automatic, therefore it is necessary to enter the variable symbol correctly, if the variable symbol is not entered correctly, the order may not be matched and sent to the print queue.
  • online bank transfer – using the fast bank transfer function, you can send money to our account very quickly with an immediate response that the transaction has taken place.
  • electronic wallets: PayPal, GoPay
  • In each section of the e-shop you will find a print data column, download the instructions for preparing the data and follow the information provided in the PDF. It is necessary to pay maximum attention to the instructions given, if the procedure is not followed, it is not possible to accept the complaint.
  • If you are unable to prepare the print data, we will be happy to prepare it for you. You can find more in the graphic work section.
  • In the corporate flags and presentation boards section, you can also download a template for preparing graphics for beach flags and presentation boards with flaps. If you are not sure about the correctness of the input for other printing sections, do not hesitate to contact our graphics department.
  • If you send us finished graphics for printing, DTP is not responsible for poor resolution of photos, hidden layers, incorrect transitions, fonts not saved in curves and similar defects caused by incorrect preparation of printing data.
  • Finished and delivered graphics for printing undergo an input check for the size you have chosen. If the size does not match the sent PDF, our DTP studio will contact you.
  • Name the files to be printed (PDF): number of pieces, size, selected material. If the file is not named correctly, the print size may not be checked correctly. You will receive all print sizes before production (by email) in the order summary.
  • Minimum orders apply to each item in the order. Small orders always have a charged minimum order.
  • We produce pre-production samples according to the specification from 12 to 60 € excluding VAT, in the case of larger orders we produce samples
    for free or as part of the pre-production sample credit with subsequent production of the entire order
  • POP and POS materials: minimum order 80 € excluding VAT
  • Promotional items: 30 pcs
  • PVC banners: minimum order 20 € excluding VAT, or 1 m2
  • Accessories for PVC banners (clamping straps, rubber): 10 € excluding VAT
  • PVC stickers: minimum order 20 € excluding VAT
  • Paper stickers: minimum purchase 40 € excluding VAT
  • advertising boards: 40 € excluding VAT, or 1 m2
  • billboards: min. purchase 20 € excluding VAT
  • presentation counters: 1 pc
  • business cards: min. purchase 20 € excluding VAT
  • flyers: min. purchase 20 € excluding VAT
  • wallpapers: min. purchase 20 € excluding VAT
  • roll up stands: 1 pc or min. purchase 20 € excluding VAT (printing alone)
  • roll up banners separately: min. purchase 20 € excluding VAT
  • flags: min. purchase 40 € excluding VAT
  • brochures: min. purchase 40 € excluding VAT
  • shape cutting – milling: min. purchase 80 € excluding VAT, or 1 m2 of print / material
  • cut advertising: min. purchase 30 € excluding VAT
  • advertising boxes: min. purchase 40 €, or 1 pc
  • printing on canvas: min. purchase 30 € excluding VAT
  • X – banners: min. purchase 20 € excluding VAT
  • light box led wall: 1 pc
  • klap frames: min. purchase 20 € excluding VAT
  • telescopic walls: min. purchase 40 € excluding VAT
  • presentation boards: min. purchase 40 € excluding VAT
  • plastic font / 3D logos: min. purchase 80 € excluding VAT, or 1 m2 of printing / cutting
  • magnetic foils: min. purchase 40 € excluding VAT, or 1 m2 of printing
  • tear-proof / waterproof paper: min. purchase 20 € excluding VAT
  • flyer stands: 1 pc
  • poster rails: min. purchase 20 € excluding VAT
  • posters: min. purchase 40 € excluding VAT
  • outdoor signs: min. purchase 20 €, or 1 pc of stand
  • portable advertising media: min. purchase 20 €, or 1 pc of carrier
  • beer coasters: min. purchase 20 € excluding VAT
  • calendars: min. purchase 20 € excluding VAT
  • fabric printing: min. purchase 40 € excluding VAT
  • doormats: min. purchase 1 pc of doormats
  • my Frame: min. purchase 20 € excluding VAT
  • blocks: min. purchase 40 € excluding VAT
  • labels with delivery on a roll: 80 € excluding VAT
  • tickets: min. purchase 40 € excluding VAT
  • barkets: min. purchase 80 € excluding VAT
  • You can place your order online in the e-shop, select the required printing section and in the order tab enter the product, size, number of pieces, etc. The system will fully navigate you so that the order is entered correctly.
  • You can also place your order by email to
  • print-produkce@merchprint.eu
  • . Along with the correctly described printing data, size, material and number of pieces, do not forget to add the billing and delivery information. If this is a repeat order, ideally send the order number that has already been processed. The order (by the order coordinator – via email) may not be placed immediately after receiving your email, there may be a delay due to the number of orders that are currently being processed (if it is necessary to place the order in the print queue as quickly as possible, we ask you to place the order online via eshop.
  • After receiving the order and placing it in the print queue, we will send you an summary of the order by email, which must be authorized (to check the correctness of the entry). As entered in the order, it is subsequently produced (the order is equal to the production sheet). This is an automated production process according to the production sheet that you will receive for authorization.
  • As soon as we complete the order, we will inform you by email and SMS about sending the order or for personal collection (according to of your choice). If you do not receive information about the order being sent or about personal collection at the contact email and phone number provided, we are still working on your order. To find out the current status of your order, log in here with your login details (you can monitor the order status in real time: pending, in print, on cut, to be completed, completed).
  • If you place an order by email, it is possible that there will be downtime between the time you place the email order and it being sent to the print queue. The downtime in the entry is determined by the number of orders before entering it into our system. 4 colleagues are working intensively to add orders to the production system, for the fastest possible entry into the print queue, use the online order via the e-shop (it goes into the print queue immediately after the entry is authorized).
  • Each order has its own production sheet / production number, it is not possible to add additional items to already entered orders. It is necessary to create a new order with a new production sheet.
  • If you wish to send in your name directly to the client’s address, in the last step of the online order, check the box:
    send in the name of the advertising agency (optional).
  • If you place an order via email, always state that you want to send in your name to the client’s address.
  • If you want all orders (always) to be sent in your name to the client’s address, do not hesitate to contact us at print-produkce@merchprint.eu
  • We will automatically set your request for all orders.
  • The generation of labels and delivery notes is in fully automatic mode, so make sure to enter it correctly so that your company is listed as the sender: both on the label and the delivery note.
  • If you specify sending directly to the client’s address, the automatic SMS and email mode (with information about the order status) is generated to the email address and phone number of the person placing the order, not the recipient of the package.
  • After logging into your account, you can place an order with a wholesale price (wholesale registration for advertising agencies, graphic studios, printers and other intermediaries can be found here)
  • You can track your order status in real time online after logging into your account (your order processing status: pending, DTP preparation, printing, cutting, finishing, packed, shipped / for pickup)
  • You can track your shipping status (package number and other shipping information) online after logging into your account
  • You can find your order invoices, order history, print data backup and other administrative tasks after logging into your account
  • Forgotten login / password recovery for accessing your account can be found under here by reference
  • Submit a complaint in writing to
  • print-produkce@merchprint.eu
  • or contact your sales representative, see contacts here. When making a complaint, do not forget to include the order number, otherwise we cannot verify the complaint.
  • Complaint about shipping / package damage: please check the packaging and contents of the goods when receiving the shipment from the carrier to ensure that it is not mechanically damaged. Do not accept the shipment without checking the packaging and goods! Any damage to the packaging or goods should be noted immediately on the delivery note, the claim is the responsibility of the carrier, it is necessary to file a claim immediately, the carrier will not take into account later claims (by signing the delivery note you confirm receipt of the package).
  • Describe the claim in your own words and send (along with the text) photos of the printing defect (or other defects related to the claim) to the email address
  • We always try to respond to the claim as soon as possible, we will usually provide you with a response to the claim within 1 – 3 working days from submitting the claim to the specified email. We work in multi-shift operation and your order passes through several checkpoints that comment on the claim. We will then send you a statement on the claim by email and, if the claim is accepted, we will prioritize it in the printing queue.
  • The buyer is obliged to check the number of delivered pieces after receiving the shipment. If the inspection is not carried out within 15 calendar days, any claim regarding the number of pieces in the shipment will not be taken into account (system data records in the machines are limited).
  • The product cannot be returned within the statutory period of 14 days – see the provisions of Section 1837, letter d) of the Civil Code – this is a delivery of goods modified according to the consumer’s wishes or for his person.
  • We resolve claims within the scope of custom production by reprinting the order, or by an agreed discount that corresponds to the defect in the product.
  • DTP work / print data check is part of every order
  • DTP fee is introduced for every order (not an item in the order) in the amount of 8 € excluding VAT / order
  • DTP fee does not include graphic work (it is not creative graphic work – these can be ordered separately)
  • DTP fee is a control mechanism and also pre-press preparation of your file

 

What is part of DTP graphic work?

  • checks the dimensions specified in the order and the dimensions of the graphics
  • checks the resolution (in case if the resolution is bad, our graphic designer will notify you)
  • checks the fonts used (whether the fonts are in curves)
  • prepares your graphics for machine cutting (setting the clipping path)
  • and other work related to checking your graphics
  • The file you send for printing must meet all the requirements that we list in the given printing section called printing data
    (the file is available for download online)
  • DTP premium is an individual pre-press data check including email feedback
  • if you want consultations and individual access to the supplied print data, choose the DTP premium service
  • our DTP department will check the print data you have supplied and send you an email output to see if the data is in order and if the output is not optimal, our DTP department will contact you by email with a solution proposal
  • the price of the service is 17 €/excl. VAT
  • the price of DTP premium already includes common tasks associated with the DTP fee
  • DTP premium does not include graphic work (this is not creative graphic work – these can be ordered separately)
SHIPPING AND PAYMENT

Shipping in the Czech Republic from 190 CZK (excluding VAT) for 1 package.
For transportation, we use the services of the transport companies GLS and Toptrans.
Personal collection at the office in Prague 8.

Payment options:

Payment always in advance – bank transfer or online payment card, online bank transfer, PayPal, GoPay.

CONTACT

Société s.r.o.

Pod Labuťkou 1421/32, Libeň (Prague 8)

180 00 Prague

Opening hours
MON – FRI: 8 a.m. – 4 p.m.

WRITE
with one click
print-produkce@merch-print.eu
CALL
with one click
+420 225 341 300
+420 777 137 726
PRINT
with one click
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