How turnaround services and delivery dates work

This distinction matters because it determines whether a job is late or not to us on the factory floor.

When does turnaround start?

Turnaround starts once your proof has been approved, unless we tell you otherwise. It does not start when you request a quote or when you first place the order.

Does turnaround include delivery?

No. Turnaround ends when your order is dispatched. Delivery happens after dispatch and depends on the courier service used.

Why are dispatch dates estimated?

Turnaround covers what is in our control. Going back to the three exclusions above:

• we have no control over how long a customer takes to place an order after receiving a quote
• we have no control over how long a customer takes to approve their proof
• we have no control over courier delays once the order has been dispatched

That’s why dispatch dates are estimates rather than guarantees at the point of ordering.

That said, we do give customers a latest dispatch date. This is visible in the Track My Order system. You can learn more about how latest dispatch dates work.

The latest dispatch date is calculated after your proof is approved and gives you a fixed promise date you can hold us to. If we miss that date, we refund any turnaround service charges paid.

Can I schedule my dispatch or delivery?

Yes, this is something we offer.

As long as your requested dispatch date is outside the turnaround time, we can usually schedule it.

For example, let’s take an order placed on 13 February 2026. The customer approves their proof on 19 February 2026 (a Thursday) and chooses a certain rush service which has a 5 working day turnaround.

If they do not schedule their order, the latest dispatch date would be 5 working days from the proof approval date of 19 February 2026. That makes the latest dispatch date 26 February 2026.

This means they can schedule their order to be dispatched any time from 26 February 2026 onwards, but not earlier.

You may see this in Track My Order as In Production Queue. That just means we have timed the order so it goes into production at the right point.

If you need delivery on a certain day, rather than dispatch, that may also be possible. We work backwards from the courier’s delivery window and the required dispatch date. Your order representative can discuss this with you before you place your order.

What happens if I approve my proof late?

If proof approval is delayed, your latest dispatch date will move accordingly. We can only start the turnaround clock once the proof is approved. You’ll be able to see this on Track My Order.

That said, if you have discussed special arrangements with us before or around the time you placed your order, we may have capacity to adjust things for you.

What happens if my order misses its latest dispatch date?

If you paid extra for a faster turnaround service and we miss the latest dispatch date, we will refund that service charge because we missed our promise.

You can learn more about how we deal with order issues.

How long does delivery take?

Standard pallet delivery usually takes around 2-3 working days from dispatch. We’ll confirm the expected delivery window before dispatch, so you know what to expect.