Frequently Asked Questions

Reading the information below will help to insure that your project is manufactured smoothly with out any delays.

ARTWORK AND DESIGN
- Where are your layout templates?
- What is a bleed and when should it be used?
- What type of files do you accept?
- Can I resize my 72dpi artwork to 300dpi?
- Tell me about your disc printing method.

PROOFING
- What types of artwork proofing services do you offer before you print?

CD MAXIMUM PLAY TIMES
- What is the maximum play time for cd audio?

GENERAL
- How can we reach you?
- What is your turnaround time?
- Is my information safe on your website?
- Where do I find your terms and conditions?

SHIPPING
- What shipping carriers do you use?
- How much will shipping cost?
- How long does shipping take?
- Where is my tracking number?

ORDERING
- How do I place an order?
- Can I cancel my order?
- Do you offer terms or credit?
- How do I re-order my project again?


ARTWORK AND DESIGN
Where are your layout templates?
All of our templates are available for download. You can download the artwork templates by clicking here. (*mac users may need to click, hold, and choose download link to disk) All orders must be in Mastertrack specs or additional charges and delays may apply.

What is a bleed and when should it be used?
A bleed is extra area outside of your document that is trimmed off to insure proper cuts. In simple terms - your background should go off an 8th of an inch more than your actual print size. Although our cutting staff is extremely precise, we can not guarantee any print job cuts without the added bleed when required. This is an industry standard followed by any printshop. Also, please keep your text at least 1/4" away from the edge of the piece. This way your text is in a "safe" area. If you have any questions regarding this policy you may call us.
 
What type of files do you accept?
You can download specs and templates to all of our most popular packages from our website. All file formats should be CMYK and have bit map resolutions of 300dpi . At the time, we do not accept quark files, Pagemaker, Corel Draw, or any similar software. However, these formats can be easily converted into an industry standard by exporting them as: .eps .pdf .tif .jpeg . If you are unsure about your file format, give us a call and we will help.

Adobe Photoshop CS2 or earlier(.psd) - Do not flatten
Adobe Illustrator CS2 or earlier(.ai or .eps) - Fonts converted to outlines/curves, embed all images
Adobe InDesign CS2 or earlier (.indd) - Include all essential directories
Adobe PageMaker (.pmd) Exported as a PDF - Fonts converted to outlines/curves, embed all images
QuarkXpress (.qxd) Exported as a EPS or PDF - Fonts converted to outlines/curves, embed all images
We also accept these standard industry formats: .eps .pdf .tif .jpeg
 
Can I resize my 72dpi artwork to 300dpi?
Unfortunately, you can not increase your resolution for a design that has already been created at low resolution. The output will be blurry or grainy, and at times, unreadable. The only solution to this is to redesign your piece at the correct resolution from the very beginning.

Tell me about your disc printing methods.
Greyscale / Black and White is the most economical disc printing method that we offer
Full Color disc printing is available for an additional $0.25 each



PROOFING
What types of artwork proofing services do you offer before you print?
We will email free PDF or jpeg proofs before we print anything. These proofs are emailed to you in a low resolution format and help to insure that proper placement and file translation has been represented.



CD PLAY TIMES
What is the maximum playtime for cd audio?
The Phillips CD specification for CD Audio and CD-Rom formats defines that the maximum playing time is 74 minutes and 44 seconds. Mastertrack accepts masters up to 76 minutes. Longer play times of up to 79 minutes may be possible but we cannot guarantee that the discs will play satisfactorily in all CD players and drives.



GENERAL
How can we reach you?
Our General Sales Office Hours are:
12pm-5pm Monday - Friday
You may order on our website 24 Hours a day.
Phone: 831.477.1496
Fax: 831-480-5960

***** WE'VE MOVED - NEW ADDRESS !!! ***
Mastertrack CD & DVD Mfg.
825 41st Avenue Suite #C
Santa Cruz, CA. 95062
 
What is your turnaround time?
Most products that we offer can be ready to ship in 2 or 4 business days. Our full color jackets, wallets and digipak products take 10 business days.
 
Is my information safe on your website?
None of the information we collect for order processing or from inquiries is shared with any other company or website. Your information is only used to contact you when necessary. Credit Card information is only used to bill you for products and services ordered. Your order is submitted and retrieved with a secure connection and remains secure at all times.

Where are your Terms And Conditions?
You can view our Terms And Conditions page here.



SHIPPING
What shipping carriers do you use?
Our primary shipping partner is UPS.
 
How much will shipping cost?
Please use our online checkout to verify your shipping charges.

How long does shipping take?
UPS Ground shipping takes from 1 to 6 business days depending on your distance from our facility in California. We can also ship your products next day air, 2-day air, or 3 day select when needed.
 
Where can i find my tracking number?
On the day that your order ships we will send your shipment tracking number via email.


 
ORDERING
How do I place an order with mastertrack.com?
Placing on order on our website is easy. Just click here for instructions on how to place an order with us.
 
Can I cancel my order?
To maintain a competitive edge, we process jobs as soon as we receive them. If your order has been placed on a run, it can not be taken off after the plates have been made. Because all of our work is custom printed to order, all sales are final. We are unable to use or recycle your printing after we have completed it. No refunds are available on orders unless no files have been prepared. If the order has not been processed, there is no fee for cancellation. However, If an order is cancelled after we have already pre-flighted your files for print, and it has not been placed on a run, an $80 fee will be charged regardless of the size of your order. If you need to cancel an order you have placed, you must call and speak to a mastertrack representative to avoid ANY costs other than the above processing fees. An Email DOES NOT constitute cancellation under any conditions.
 
Do you offer Terms Or Credit?
Due to the massive amount of throughput and speed in turnaround we require payment in full prior to any work being completed. We do not offer terms to any of our customers.
 
How do I re-order my project again?
Re-ordering is very easy. Just log onto your account using our online checkout and reorder any project you have ordered in the past.