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Delivery Delivery Next Day Delivery available for orders before 4pm*
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Delivery Truck FREE DELIVERY AVAILABLE FOR ORDERS OVER £150*

FAQs

Delivery and order tracking

When will my order arrive?

Orders placed before 4pm, Monday to Thursday will be sent on a next day service and should arrive the next working day. This is subject to the courier network. Orders placed on a Friday will be delivered the following Monday unless you select a Saturday delivery (order must be placed by 4pm on the Friday).

Where is my order?

You should receive a tracking text/email from our courier which will allow you to track your order. If you have any issues, please email [email protected], quoting your order number and the date of your order and we will look into this for you. Please note our next day orders should arrive by 4pm so please give the order time to arrive before getting in touch.

Can I collect my order?

We do offer a same day click and collect service at our Whitchurch head office and our Southern office (limited lines & availability). Please call on 01948 662669 if you would like to enquire about collecting your ink or media order.

What’s your delivery cut off time?

Our order cut off time for next working day delivery is 3.30pm (Monday to Thursday and Friday for Saturday Express delivery).

Do you hold stock of all items?

We hold the majority of our product range in stock. Please call 01948 662669 if you have questions about stock of a product.

How do I get help with an order?

If you have any questions about your order, you can email [email protected] or call 01948 662669 to speak to one of our team who will be happy to help.

Finance and Payment options

What payment options do you offer?

We can accept card payments via Visa and Mastercard. You can find more information on the payment methods we accept here. You can also visit our finance page to explore finance options and repayments with our finance calculator.

Can I pay for hardware by credit/debit card?

Any hardware purchased via our website checkout can be paid for by card or PayPal. For all other hardware purchases both the deposit and balance of funds are to be paid by bank transfer.

How do I open a credit account?

Send a request e-mail to [email protected] and we will respond with our standard credit application form which can be submitted by e-mail. We are looking to add this function to our website in the near future.

Can I pay my account balance online?

We don’t currently have an online payment facility for credit accounts but this is something we are looking to add in the near future. Please call 01948 662669 and select accounts to make a payment.

What are your standard credit terms?

30 days from the date of invoice.

What are your bank details so I can make payment?

Bank name: NatWest Bank plc
Sort code: 01-05-48
Account number: 40011224
SWIFT code: NWBKGB2L
IBAN code: GB04NWBK01054840011224
Account holder: Signmaster Systems Ltd
Account name: Signmaster

Hardware & Inks/Media

Can I just turn up for a demonstration?

We would prefer you to book a demonstration as this gives us time to prepare both the machine and any files that you would like us to produce as part of the demonstration. Give us a call on 01948 662669 to arrange your demonstration with one of our hardware specialists or request a demo via the product pages of our website.

Do you offer remote demonstrations?

Yes, we do. You can book a face-to-face demonstration at either our Whitchurch showroom or Southern office or book a remote demo in the comfort of your own premises. Get in touch on 01948 662669 to find out more and to book your demo.

How do I get help with an order?

If you have any questions about your order, you can email [email protected] or call 01948 662669 to speak to one of our team who will be happy to help.

How do I know what the correct inks are for my machine?

We will be able to offer you advice on which colours you need, depending on your requirements. We will provide you with information, for you to make an informed decision about what configuration is right for you.

You can also check the current labels on the inks in your machine or check your last invoice. If you are unsure, you can call us on 01948 662669 and we will be able to advise based on your machine model.

Where can I find profiles for my media?

We supply lots of media but our most popular brands and profile download links are below.

Drytac Profiles

Metamark Profiles

Poli-tape profiles

Do all machines come with installation?

Not all machines come with installation. Some machines are suitable for customers to set up and install themselves, however some require a specialist engineer to install and set-up. We will advise what is needed for your machine at time of purchase.

From the point of order, when can I expect my machine to arrive?

It very much depends on the machine. Some machines are available for next working day, where-as some of our larger machines can take up to 12 weeks. In most instances, wide-format and UV machines are installed within 2 weeks.

What is the expiry date on Roland & Mimaki inks?

Both Roland & Mimaki operate with a minimum 3-month expiry date on their inks. This parameter is set by the manufacturers, and we manage our stock rotation to ensure the best dates are sent out with each order. If you are a low volume user then please get in touch to discuss before placing your order.

Technical

How do I get technical help?

If you need technical help for your equipment, please complete the technical support form on our tech page and we will get back to you to discuss your issue and come up with a plan to get you back up and running. In most cases we can fix the issue remotely but we will let you know if an onsite visit is needed and quote for the work accordingly.

We offer 3 tiers of support, Level 1 – if you purchased your machine from us AND its still under warranty, Level 2 – If your machine is under 6 years old and you are an active customer of ours (with £500 spend over previous 3 months), Level 3 if your machine is over 6 years old.

Once the form is submitted, please allow up to 24 hours (Monday to Friday) for our Team to respond, however we will likely make contact with you well within this time.

If you don’t meet the criteria for free support, or you’re not a current customer of ours, don’t worry, we also have paid options so please complete the Level 3 form.

Do you offer Warranties?

Yes, we offer warranties via the manufacturers we sell on behalf of. There are a number of different packages and payment methods available. The majority offer Gold, Silver and Bronze – they differ in cost which is reflected in the speed of response to you and the parts covered on your machine. You can even take a warranty out on a machine, despite letting a previous warranty lapse (it doesn’t always have to simply be an extension, although that is most cost effective) – in this scenario the manufacturer would come and complete a service on the machine, to assess its condition before we can confirm costs to you but we can explain all that with you on enquiry. If you go to the technical tab and complete our online form, we will be back in touch.

I need to move my machine, is this something I can do myself?

This can be done by the end user in certain scenarios, however if the machine is needed to be tipped or isn’t able to be kept level then an onsite visit is recommended. Head over to the technical tab and complete our online form and one of our trained engineers will make contact to discuss your query further.

How often do I need to perform my machine maintenance?

For optimum performance, we recommend you carry out a manual clean daily, or at the very least once per week if the machine only gets light use. For helpful how-to videos, please click on the Technical Tab for a link to our YouTube channel.

I would like to change the colour set up of my printer, can I do this?

Yes of course, this is possible. In order for this to be done, the machine would need to be drained of ink, and the ink lines flushed through, in some cases the lines may need to be changed. We would strongly recommend that this is carried out by one of our trained Engineers. Please head over to the Technical Tab and complete a support form and we’ll be in touch to discuss this further.