FAQ
Category Management now vets custom-sized and data merge projects.
Please use the #categorymanagement channel for all pricing/lead time questions for these projects.
Why aren’t these on Infigo?
We can ensure Business Card orders for Copper Foil can be submitted through the platform and your customer can save packs and view lead times — albeit as Gold Foil. The platform also supports Printfinity while Infigo does not.
When to use
The customer is looking to order Copper Foil Business Cards in any of the following sizes:
-MOO Business Card
-US Business Card
-Square Business Card
Here’s what you need to do:
- Put the order on hold before it batches
- Add the order to a group (under Actions in Workerbee). If you have more than one order for the same product, you can add them all to the same order group.
- Name the group simply -- Customer name_Date
- Leave the order on hold and DO NOT close the order group
- Change the shipping method to 'manual ship'
- Remove your customer's shipping information and replace it with the warehouse's address instead.
For US/Canada orders:
GIVE TO SPECIAL PROJECT COORDINATOR
MOO Inc.
25 Fairmount Ave.
East Providence, RI 02914
For ROW Orders:
GIVE TO SPECIAL PROJECT COORDINATOR
MOO Print Ltd.
Unit 12
Thames Gateway Park
Chequers Lane
Dagenham
Essex, RM9 6FB
- Open a MBSCP 'Internal Print Request' ticket in JIRA
- Include the paid Workerbee link
- Add 'Swap to Copper Foil' in the description section
- Supply the correct delivery address
LEAD TIME
Up to 10,000 cards = 5 business days
10,000 - 20,000 w/ bulk shrink wrapping (250 cards per bundle) = 7 business days production time + shipping.
>20,000 w/ bulk shrink wrapping (250 cards per bundle) = 10 business days production time + shipping.
If your customer needs normal MOO packaging, shrink wrapping in less than quantities of 250, or special handling (labeling, box marking, ASN numbers, etc) = 14+ business days production time.
Please contact the Special Projects team via Slack to organize these.
MOQ
50 Business Cards
PLEASE NOTE THAT WE CANNOT CHANGE FOIL IF ANYTHING BESIDES GOLD FOIL BUSINESS CARDS ARE IN THE ORDER.
Why has this changed?
We can ensure large orders of mostly the same design can be isolated from the normal warehouse workflow and large orders can be given appropriate lead time.
When to use
Your customer is looking to order more than 10,000 units of a product that is available on moo.com or your order needs special packaging.
Here’s what you need to do:
- Put the order on hold before it batches
- Add the order to a group (under Actions in Workerbee). If you have more than one order for the same product, you can add them all to the same order group.
- Name the group simply -- Customer name_Date
- Leave the order on hold and DO NOT close the order group
- Change the shipping method to 'Internal US' or "Internal UK"
- Remove your customer's shipping information and replace it with the warehouse's address instead.
For US/Canada orders:
GIVE TO SPECIAL PROJECT COORDINATOR
MOO Inc.
25 Fairmount Ave.
East Providence, RI 02914
For ROW Orders:
GIVE TO SPECIAL PROJECT COORDINATOR
MOO Print Ltd.
Unit 12
Thames Gateway Park
Chequers Lane
Dagenham
Essex, RM9 6FB
- Open a MBSCP 'Internal Print Request' ticket in JIRA
- Include the paid Workerbee link
- Supply the correct delivery address
LEAD TIME
Up to 10,000 w/ bulk shrink wrapping (250 cards per bundle) = 5 business days production time + shipping.
10,000 - 20,000 w/ bulk shrink wrapping (250 cards per bundle) = 7 business days production time + shipping.
>20,000 w/ bulk shrink wrapping (250 cards per bundle) = 10 business days production time + shipping.
If your customer needs normal MOO packaging, shrink wrapping in less than quantities of 250, or special handling (labeling, box marking, ASN numbers, etc) = 14+ business days production time.
Please contact the Special Projects team via Slack to organize these.
MOQ
Special Packaging Requests must now follow the same £1500/$2000.00 per order MOQ as custom sizes -- even if the order is on a standard product size. Please refer to the One-off Print Projects (Custom Sizes) section above for more information.
A Data Merge is a function in Adobe InDesign that allows multiple variations of the original artwork to be created by merging a
data source file (CSV) with an InDesign document.
If the files are simply for a 1 time print job
The Special Projects Team must approve BEFORE the sales rep enters the Almost Print Ready - Offline Workfront request.
Design Services will save the InDesign document and provide it in your Offline Custom Product Review Jira ticket (where the CSV lives, too).
The sales rep will be responsible for putting in a new Internal Print Request JIRA ticket, which the Special Projects Team will put straight through into production.
Preventing misprints on orders with unique cards.
Provide 10% more codes in the CSV than were ordered to prevent complete reprints for just a few misprinted cards. Your customer will always be provided with the number of cards they’ve ordered. The rest will be destroyed.
If your customer is uncomfortable providing additional codes, each card can be numbered so in the event of a misprint, the Operations team can easily find which sheet(s) need to be redone.
MOQ
Data Merges must now follow the same £1500/$2000.00 per order MOQ as custom sizes -- even if the order is on a standard product size. Please refer to the One-off Print Projects (Custom Sizes) section above for more information.
Looking for business card holders for a MOO event? Custom hardcover notebooks for a team gift? Envelopes shipped to a vendor for customization?
We recommend planning a minimum of 3 months advance to guarantee stock availability.
All inquiries regarding stock availability should be submitted via a JIRA ticket inquiry or via email to usmaterials@moo.com.
Process
Submit a ticket in JIRA.
Operations Purchasing > Inventory Request
You must include:
- Item & Qty
- Item must be requested in the proper format Item #, Quantity
- Please refer to the Inventory Requests: Item List to identify your Item #
- Facility stock is being taken from
- Date Needed
- Shipping address
- GL Code ('US MBS' for US orders and 'UK MBS' for UK orders)
Lead Time
We may require up to 2 business days to confirm stock availability.
Once stock is confirmed to be available, we will approve the ticket and assign to the material handler for action. The stock will be shipped within 2 business days of submission. Date of submission / approval = Day 0.
Our Material Handlers will process your request and update the JIRA ticket when goods are shipped. Tracking #s will be provided when available.
Questions?
If you have any questions regarding process please contact Ed Vieira.
Does your customer need an order broken down into smaller shipments? Are you ordering Full print notebooks or planners?
These items ship directly to our customers from the vendor. If you need to break up an order and can not place the items as separate orders, we can still help. You will need to charge the customer for the shipping to one of our warehouses as well as shipping from that warehouse to each of the shipment locations. As this takes resources away from the warehouse we do need to charge a fee of $20 per package to reprocess the shipment. Please reach out to specialprojects@moo.com to find out how many packages your shipment will be.
Here’s what you need to do:
- Place the order in Infigo (be sure to include the workerbee link with all shipping/packaging fees)
- Use the local warehouse address for the shipping address
- Email specialprojects@moo.com with the order number and shipping breakdown
Lead time
We may require up to 2 business days to reprocess the shipment once it arrives at our facility.
Introduction
The Special Project Team is outlining a policy for order cancellation. Our team currently works with eight separate external vendors in addition to our internal manufacturing teams in East Providence and Dagenham. Because we’re working with so many different businesses with different policies, we were determined to create our own cancellation policy that encompasses all of these in a straightforward manner.
How can I cancel my Infigo order?
Any Infigo order(s) can be canceled within one hour of being placed.
The Special Projects Team reviews these jobs periodically throughout the day, but no order will be sent to manufacturing within one hour of being placed. This gives you ample time to confirm the details with your customer and adjust artwork by choosing ‘edit’ within your Work in progress section.
Should you have any other details besides artwork that need to be updated within that time frame, you must cancel and place a new order. This can also be done directly from the Work in progress tab.
If it has been longer than an hour, your order may be reviewed and sent to manufacturing. The order would no longer appear in your Work in progress tab and you will receive an email stating that your order is on its way to the printer. A screenshot of this can be found below.
How can I cancel an order that has already been sent to manufacturing?
As components of your order could potentially already be created (ie. a customized die for a Notebook or Water Bottles already being etched), cancellation may no longer be possible at this stage.
Contact specialprojects@moo.com via email only with your manager cc’d to determine the best course of action.
The Special Projects Team will contact our vendor to ask for the cancellation and will report back any fees that may have already been incurred. These fees will still be owed by MOO and should be passed along to your customer.
As it states in MOO’s terms and conditions, it is MOO’s sole discretion whether or not to allow cancellations.
UK
https://www.moo.com/uk/about/terms-conditions
9. CHANGING YOUR MIND ABOUT AN ORDER
9.1 Subject to limited exceptions (for example, unbranded water bottles or notebooks), the MOO Products are Bespoke MOO Products.
If you are a Business; or if you are a Consumer with Bespoke MOO Products
9.2 If you are a Consumer, your cancellation rights in relation to Bespoke MOO Products are different to in respect of non-Bespoke MOO Products because MOO would be unable to resell Bespoke MOO Products that you no longer want or need. This doesn’t affect your rights if there is something wrong with the Bespoke MOO Products (see clause 10).
9.3 You may cancel or change part or whole of an Order and receive a refund only if you successfully notify MOO of your cancellation request before MOO has taken steps to begin to manufacture or deliver that part of the Order. For example, you may not cancel or change print MOO Products which MOO has already started printing.
US
https://www.moo.com/us/about/terms-conditions
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9. |
CANCELLATION |
|
9.1 |
Except as expressly set forth in these MOO Terms or as otherwise expressly agreed in writing by MOO in its sole discretion, orders are non-cancellable and non-refundable. |
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9.2 |
If you change your mind about an Order, please contact MOO as soon as possible to request cancellation. MOO will consider in good faith any cancellation requests received and reviewed before it has begun processing the applicable Order (e.g., printing, packing, or shipping) but retains ultimate discretion on whether to accept any cancellation request. |
Addendum
Any questions regarding this Offline Cancellation Policy can be directed to either Zac or Judy via email at specialprojects@moo.com