Help Center / FAQs

 Tel 253.872.0555
Or Chat Us Up

 E-Mail: support@guided.com

 Available 8.00am - 4.00pm Pacific

 7908 S 228th Street
Kent WA 98032

Frequently Asked Questions and General Info

How do I get free shipping?

All orders over $50.00 qualify free ground shipping to the continental US. With international shipments and shipments to Alaska and Hawaii our shopping cart will quote shipping charges.

If you need your order sooner then free ground shipping, our shopping cart will estimate shipping costs for expedited shipping.

Can I get a sample?

We totally want you to see and touch our products in person to see the quality. So we have created an easy sample kit you can go to, add details of what you would like to see and then check out with. We just ask that you pay the $5 flat shipping charges.

We will then take that info and put together a special sample kit just for you including the requested items (or as close as we can come) and then throw in a few extras we think you may be interested in, based upon your industry.

Guided Packaging Sample Kit.

What if the item I purchased last week is now on sale?

Unfortunately, due to the nature of online retail, Guided does not take responsibility for refunding the amount of item markdowns to customers. Items in our inventory are subject to markdown at anytime and at Guided's sole discretion.

The reason is that various business conditions enable us to discount - these include excess inventory or capacity from a print and production perspective. Those situations are often very fluid.

What if you received the wrong item?

If the order you received is incorrect, please call or email us at support@guided.com with your name, Order Number, and a description of the situation. We will be happy to resolve the issue.

What if I received damage goods?

If you believe the item you received was damaged in transit, please email support@guided.com with your name, Order Number, and a photo of the damage. We will be happy to initiate corrective actions and or get a replacement shipped out to you.

Do you provide discounts for non-profits, schools and government entities?

We love to support dogooders! Because of that we offer an every day 15% discount from everything you see online. This includes and is on top of any promotion we happen to be running, the quantity breaks and also free shipping!

So bottom line, if you have an email with a .Gov .Org or .Edu, there is a good chance you should be saving money!

To apply, simply message us here or shoot an email to info@guided.com. Include the following:

  • Name of entity.
  • Email address and name of the person who will purchasing.
  • Your website address if your email address does not contain it.
  • Any other info you think we will get jacked up and excited about... we love spreading our customers good news!
  • For more information about the program please refer to our Partner Page.

    How do I return my order?

    We strive to ensure every product that leaves our warehouse meets our rigorous quality control standards. However, if you need to return any non-custom printed item for any reason, you can do so within 60 days of the purchase date.

    Conditions for returning Guided products:

  • Within 60 days of purchase date.
  • Unused products.
  • Returned in original packaging and in full case quantities.
  • A 15% restocking fee is assessed on all returned merchandise.
  • Custom-printed products are not eligible for returns.
  • Customers are responsible for the return shipping charges.
  • Questions? Contact us at support@guided.com or chat us up.
  • Return process:

  • Items returned in original packaging and purchase quantity.
  • Include a copy of your original payment receipt or order number.
  • Indicate why you are returning.
  • Address to the following.
  • Guided Returns - 7908 S 228th St - Kent Washington 98032

    What are transit times for US shipments?

    All orders over $50.00 come with free ground shipping.

    Blank products are typically shipped on the same business day if the order is placed before 10:00AM Pacific Time. However, depending upon business flow, we may take up to 2 business days. Custom products have varying production times which are typically listed on the product detail page.

    ** Products are shipped from Seattle, WA.

    Free Ground Shipping via FedEX or USPS. FedEX transit ground transit times:

  • Pacific Northwest - 1 business day
  • California - 2 business days
  • Mountain and Southwest - 3 business days
  • Midwest and Texas - 4 business days
  • Eastcoast and Southeast - 5 business days
  • Expedited Shipping

  • FedEX Overnight Saver is next business day anywhere in the continental United States.
  • FedEX Second Day is two business days anywhere in the continental United States.
  • FedEX Saver is 3 business days anywhere in the continental United States.
  • What are transit times for Canada shipments?

    For shipments to International addresses, please be aware that you are responsible for any additional duties, taxes, and other related customs charges. Please check with your country's customs office to determine what these additional costs may be.

    While we do not guarantee international ship times, we have seen the following transit times for the different shipments to Canadian customers.

    USPS First Class Package International 
    BC - 5 business days
    AL - 8 business days

    USPS Priority Mail International 
    NT - 7 business days

    FedEx International Economy 
    ON - 3 business days
    ON - 2 business days
    QC - 1 business day

    FedEx International Ground 
    BC - 2 business days
    ON - 5 business days

    For more information regarding Guided's shipping policy, please visit Guided's Shipping Policy Page.

    What are transit times for international shipments?

    For shipments to International addresses, please be aware that you are responsible for any additional duties, taxes, and other related customs charges. Please check with your country's customs office to determine what these additional costs may be.

    We offer various FedEX and USPS shipping options. Unfortunately we do not guarantee any ship / transit times.

  • FedEx International Priority®: 1, 2 or 3 business days
  • FedEx International Economy®: within 5 business days
  • FedEx International Ground®: day-definite delivery throughout Canada
  • For more information regarding Guided's shipping policy, please visit Guided's Shipping Policy Page.  If the pricing you are seeing online looks unduly high, please email us to support@guided.com and let us know what you are looking at getting and your ship to address.

    How are binders measured?

    Binders and their sizing can be tricky with virtually no standards across the industry. You can go to any big box store and a 1" binder will have different spine widths across different manufactures. We are no different.

    In simple language, we call out our binder sizes by the ring mechanism and NOT the spine.

    1/2" Recycled Binder - 3/4" Spine - Approximately 100 sheets All 1" Recycled Binders 1.56" Spine - Approximately 218 sheets All 1.5" Recycled Binders - 2.25" Spine - Approximately 300 sheets All 2" Recycled Binders - 3" Spine - Approximately 437 sheets All 3" Recycled Binders - 3.875" Spine - Approximately 560 sheets

    For more information, please refer to the product detail page or dive deeper here.

    Why should I choose ReBinders over a vinyl binder?

    Simply, ReBinders are made here in America with high recycled content materials and are fully recyclable.  Which means, the Made in China, toxic vinyl and PVC binders won't end up in our landfills.

    Lear more here Vinyl Binders vs. ReBinder Recycled Binders.

    Screen Printing

    Colors

    Share your colors by providing Pantone Matching System numbers for each color in your design. CMYK files or photographs are not compatible.

    File Formats

    Outline your fonts and save a path so we can accurately produce them. Save your design in a scalable vector format such as Adobe Illustrator or EPS. (We can sometimes use an editable PDF or InDesign file.)

    Line Weights

    When spot printing we recommend using a line weight of 1.0 points or higher so that the ink stands out nicely on the kraft chipboard. Occasionally we will push it down to .75 pts, but only in consultation with the customer.

    And of course, leaving insufficient space between design elements can also be tricky. 1.0 pts. is really as low as you'll want to go between lines to ensure that the ink doesn't run in the fibers of the chipboard. Going any closer may result in a 'smudged' appearance.

    What we Can't Do in Most Cases

  • Print photo-quality images
  • Bleed edge-to-edge across the product
  • Print over the score marks, or
  • Print over debossing on our products.
  • Foil Stamping

    Colors

    While we can't perfectly match to CMYK, RGB, or Pantone, providing a Pantone color is great.

    File Formats

    Ensure all fonts are outlined and saved t path we we can accurately produce. Save your design in a scalable vector format such as Adobe Illustrator, PDF or EPS.

    Line Weights

    When foil stamping we recommend using a line weight of 1.0 points or higher so all the detail is captured.   Occasionally we will push it down to .75 pts, but only in consultation with the customer. With negative spaces we strongly dvise against going lower than a line weight of 1.0 point.

    And of course, leaving insufficient space between design elements can also be tricky. 1.0 pts. is really as low as you'll want to go between lines to ensure that foil doesn't fill in.

    What we Can't Do

    • Print photo-quality images
    • Bleed edge-to-edge across the product to are stamped post production
    • Print over the score marks, or
    • Print over debossing on our products.

    What if I can't find a product online that is close enough to my requirements?

    If we don't have a standard online product that is close enough to your specific requirements, doing a one-off or custom job (custom form) is always an option.  Normally that involves creating new tooling and higher up front costs so it doesn't always work for smaller quantity jobs.

    For more information on Guided's custom print and packaging capabilities visit our our Custom Packaging Services page.

    For more information on doing a custom job, please visit our Custom Packaging Services page.

    When does it make sense to do a custom job?

    There are six main factors that go into determining whether a custom job will make economic sense:

    • Of course budget - with unlimited budget comes unllimited opportunties :-)
    • The size of the flat form / printed form of the sheet.
    • The material being considered.
    • Paired with number 2, how many are we talking about running.
    • Along with number 3, over what quantitiy are we amortizing the cost of the tooling over.
    • Will we be doing a rerun of this job at some point.

    The bottom line is there is no simple answer.  But as you think about these factors a general rule of thumb is for quantities in the hundreds doing a custom job normally doesn't make a lot of sense.  Between 1,000 and 5,000 sometimes it makes sense and above 5,000 often times it can make sense.

    For more information on doing a custom job, please visit our Custom Packaging Services page.

    Who qualifies for a resale discount?

    Guided's wholesale program is designed for companies and individuals who take Guided's product or service, turns it around and adds to it or sells as is in it's current form (printed or blank). Guided does not provide wholesale pricing to those companies and individuals who are using our product or service as an input to an existing product - ie we build you a box for packaging your current product.

    Requirements

  • We sell to you, not your customer (you are not an agency).
  • The product or service is resold in it's final form. It is not a part / input of something else.
  • You take our product and mark it up and make money off us :-)

  • For more details please refer here.

    What is your wholesale / resale programs pricing?

    Guided's wholesale program is pretty straight forward. It is whatever you see online less 30% off. This includes quantity break pricing and program or promotion we happen to be running and as always, free shipping over $50.

    For more information, please refer to our Wholesale Program page.

    What are your hours?

    .

    Generally we are available by phone from Monday through Friday, 8:00am to 4:00pm Pacific. Outside of those hours, please chat us up in the lower right hand corner of this screen for quickest response.

    What is your holiday schedule?

    We know business builders and creatives don't have a holiday schedule..... so we try to be available how and when you are. However we do close down the office on a few days :-) . But on those days we usually are available to chat or reply to email so feel free to give us a shout and we will get back to you when we can.

    Guided's 2018 Closure Schedule:

  • New Year's Day - January 1, 2018
  • Memorial Day - May 28, 2018
  • Independence - Day July 4, 2018
  • Labor Day - September 3, 2018
  • Thanksgiving Day - November 22, 2018
  • Day after Thanksgiving - November 23, 2018
  • Christmas Eve - December 24, 2018
  • Christmas - December 25, 2018
  • New Year's Eve - December 31, 2018
  • New Year's Day - January 1, 2019

  • On these days messaging from the lower right corner of the screen will get the quickest response.

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