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Frequently Asked Questions

Phone
Customer Service: 800.272.4182 Fax: 866.422.4005
Address
12750 Merit Drive Suite 900 Dallas, Texas 75251
Live Chat
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    Yes. Select the ‘Size & Format’ section in the Product Options menu. This will display the available options for each product.
    Most of our greeting cards include a default message or verse on the card’s interior. You can choose to keep, edit, or delete this design element. Within the product editor, choose the ‘Clear Canvas’ icon from the top toolbar; this will remove all personalization from your product. Or select any unwanted design element and use the trash icon to delete it. Some cards feature a pre-printed verse or design that cannot be removed.
    Peel & Seal envelopes include a strip of latex adhesive on the envelope’s flap. Remove the protective strip and press the envelope closed for a tight seal. Peel & Seal closure is a clean, safe, and time-saving feature available on most envelope products. Gummed envelopes include a layer of traditional adhesive along the envelope’s flap that must be moistened to create a seal.
    Select ‘Envelope’ from the Product Options menu. Above the available envelope options, you will see a dropdown labeled ‘Add Extra Envelopes’. Select a quantity, your additional cost will instantly be applied to your order total.
    We do not have eCards available at this time.
    We offer addressing and mailing services for greeting cards and postcards. Read More
    Customers can order up to 3 free stock or custom samples on select products. Stock samples look identical to what is shown online and include default product options. Custom samples include your exact product selections including your selected size, paper stock and unique personalization. Use our editor to create exactly what you want, then add to cart. Most sample requests are delivered within 7 business days. Envelopes are not included with greeting card samples. Should you need more than three samples or if you require expedited shipping, contact our customer support team.
    Samples are only available on select products. When viewing a product, look for the 'Free Sample' button or select 'Free Sample' from the quantity drop down.
    Log in to your My Account page. Find the item in your Order History and use the 'Buy It Again' link. Your previously ordered product will open in our product editor. Review your customization and quantity again before adding to cart.
    BrookhollowCards.com provides the most comprehensive design features available which means limitless options for your customization needs. Order one of our exclusive designs as is, add something of your own to make it personalized or create something truly custom by starting with a blank “Design Your Own” template.
    Yes. There is an in-house design fee of $40 for specific types of graphic requests. For more information, email [email protected]
    Yes. We can use a scanned image of your product to reproduce the design from scratch. There is a $20 fee to recreate your artwork. Send your artwork request to [email protected]
    While you are in our product editor, click any existing text box to activate it. A toolbar will appear, allowing you to change the font, font color, font size and other styling features. You can write your own text or use our library of verses. To remove an existing text box, activate it by clicking on the text box. Then use the trash icon to delete it. Some products have text or text elements that cannot be edited or removed.
    While you are in our product editor, click any existing text box or add a new text box using the “Add Text” icon. A toolbar will appear, allowing you to change the font, font color, font size and other styling features. Use this toolbar to access our verse library. Or download a PDF of our entire verse collection.
    To start designing with a blank template, we recommend our collection of Create Your Own products. Choose from a wide selection of sizes and formats. To create a blank interior on any existing design, open the product editor. Choose the ‘Clear Canvas’ icon from the top toolbar; this will remove all personalization from your product. Or select any unwanted design element and use the trash icon to delete it. Some cards feature pre-printed design elements and text that cannot be removed.
    Within the product editor, choose the ‘Add Image’ icon from the top toolbar; this will allow you to upload an existing file from your computer or an image directly from your smartphone or tablet. Browse the Image Library as a helpful shortcut to add backgrounds, social media icons, shapes and imagery.
    If you require a printed proof, we recommend ordering a custom printed sample which can take up to 7 days. You can request a digital proof on your own during checkout by selecting 'Add Instructions'. Use the instructions box to request a digital proof prior to printing. This proof will be emailed directly to the email address associated with your account. Follow the instructions provided in the email to approve or request additional changes. Your order will be on hold until this digital proof is approved. If you do not see the proof in your regular inbox, please check your spam folder. If you place an order with a customer service representative over the phone, a digital proof will automatically be sent to you for approval. For an instant solution, download a PDF of your artwork from within our product editor. Select ‘Download’ from the main toolbar. This PDF is an exact duplicate of your final artwork and is a convenient way to ensure your order is customized exactly as you want it.
    We offer the following shipping options. Not all shipping options are available on all products. Delivery time does not include production and printing.
    Once your order has shipped, you will receive a Shipping Confirmation email that includes a link to track your order. You can also view your shipping status from the order history within your My Account page.
    We use the following carriers: UPS, FedEx, and USPS.
    Currently, we only ship to the United States and Canada. Standard ground services are unavailable for Alaska, Hawaii, and Puerto Rico. Orders to these areas will automatically be set to the most economical expedited air option.
    Custom printed orders generally take 1-4 business days printing and production time. Shipping time is additional and can take from 1-6 business days depending on the shipping method you choose. The best way to estimate your delivery date and shipping costs is to add an item to your cart and configure your shipping options. Estimated delivery dates do not include product upgrades including addressing services, special instructions, foil imprinting, PMS ink requests, artwork assistance and proof approvals. These items may require additional processing time. We are not responsible for shipping delays caused by the carrier (FedEx, UPS, or USPS). For additional questions, please contact customer service. Thank you.
    CardsDirect has four print facilities in the United States and one in Canada. Our orders are geo-distributed, which means your order is processed and printed at the facility closest to your shipping address; this ensures your order will arrive as quickly as possible. Depending on stock availability and production capacity, multiple items from the same order may ship from different facilities.
    Yes. Reach out to our sales team at [email protected] for information on your specific request. We have a dedicated large order sales team ready to help.
    Sign into your My Account page. From there you can manage all of your account details including changing your contact information, billing address, user information and password.
    Click the ‘unsubscribe’ link at the bottom of the email you received or contact a customer service member.
    Visit addressing and mailing services to remove yourself from our catalog mailing list.
    You can receive an account credit for several reasons, including a refund should you return an order or as part of a special promotion associated with a promo code. Sign into your My Account page to determine if you have an account credit available. To use an available account credit, click the 'Apply Credit' link during checkout; this will deduct the amount of the account credit from your order total.
    To pay with a company check, select the option for 'Corporate Billing' in checkout. Once your order is submitted, we will review your information and email you an invoice. We will also send a printed invoice via mail. Your Corporate Billing account will be saved for future use. If you need additional paperwork, such as a W-9, you can request this information in the Billing Instructions section of our checkout, or you can email us a request at [email protected]
    Sales tax is applied in all states except Delaware, Louisiana, Montana, New Hampshire and Oregon. We do not charge sales tax in Puerto Rico. Other exemptions include AA – Armed Forces, AE – Armed Forces, and AP – Armed Forces. If you are eligible for tax exemption, upload your tax certificate at checkout or using your My Account page.
    Upload your tax certificate now with just one click. Your tax-exempt status will immediately be applied to your account. You can also email [email protected] or fax your certificate to (866) 422-4005. We will verify your documentation before your order is processed.
    To ensure proper print quality, any imagery you upload within our editor should be at a resolution of 300 dpi or more. If you are unsure about a file’s resolution, don’t worry, our system will warn you if your image’s resolution is too low. We accept the following file formats: bmp, png, gif, jpg, jpeg, tif, tiff and pdf. We are unable to use Word Documents and PowerPoint files. If you need help with your artwork, email a graphic specialist at [email protected]
    The way your images appear within our editor and in your digital proof is how your product will print. If your image appears blurry or pixelated, it is an indication that the image you uploaded needs to be a higher resolution. Keep in mind, scaling an image can affect your image clarity as well. Our system will warn you if an image’s resolution is too low but we recommend that every customer reviews their final customization before checkout. Use the ‘Download PDF’ icon in the top toolbar within our editor. This allows you to download and review your customization and it’s quality prior to printing. You can also use the ‘Special Instructions’ within checkout to request a digital proof be emailed to you.
    If you do not have your logo or artwork in a digital format, you can place your order, include a note in the Special Instructions during checkout, and then mail your images to our office. Your order will be placed on hold until we receive your items. We will then send you a digital proof via email for your review. Please include an order number and contact information with your artwork. Artwork can be mailed to: CardsDirect Graphics Department, 12750 Merit Drive, Suite 900, Dallas, TX 75251.
    To use a promotion code, type the code into the box under ‘Promo Code Or Account Credit’ in checkout. Once applied, your order total will be instantly updated with the discounted amount. If you receive an error, please check the expiration dates before contacting our Customer Service team. Unless otherwise noted, promotional offers cannot be combined. We reserve the right to discontinue or modify these offers at any time without notice.
    We support the following browsers: Chrome, Firefox, Internet Explorer 11+, Microsoft Edge, and Safari. We support the following operating systems: Windows 7-10, and Mac OS X. Other browsers can be used; however, full functionality cannot be guaranteed.
    CardsDirect is committed to ensuring that your personal information is protected while you are on our site. Our company is registered with VeriSign, McAfee SECURE Site, and the BBB Online, which are all industry leaders in protecting e-commerce shoppers on the web. We are also registered with Dun & Bradstreet. Our website uses SSL (Secure Socket Layer) encryption so that your personal information cannot be read as it passes over the internet. These measures make it very unlikely that your credit card information will ever be compromised online. In the event of an unauthorized use of your credit card, notify your credit card provider or issuing bank in accordance with its reporting rules and procedures.
    We guarantee our products 100%. If we make a mistake, we will correct it free of charge every time. Products free of material defect at the time of shipping are not subject to a refund, return, or exchange. Please inspect items upon delivery, and if we've missed an issue, please let us know within 30 days of receipt. After 30 days, we cannot offer a replacement or refund.
    Please contact our customer service team if your order needs to be reprinted. Reprints caused by our company are free of charge. We can issue a reprint at 50% of the original cost of your item in the event of a customer error on a customized product. Customer errors include, but are not limited to: ● Spelling, grammar, or typography ● Uploading low-quality or low-resolution images (below 300 dpi) ● Incorrect selection of product, design template, quantity, stock, and finishing options ● Improper movement of text, placement of uploads or dimensions, and sizes of uploaded files
    Yes. We offer addressing and mailing services on greeting card and postcard products.
    Addressing and mailing services are only available on select products at this time. On greeting cards and postcards, select ‘Addressing’ from the product options panel. You can choose to upload your addresses within the product editor or at checkout. Keep in mind, your final order total cannot be calculated until your address file has been uploaded
    Addressing and mailing services are not available on all products at this time.
    Download our address template. Follow the provided addressing instructions.
    Start by downloading our address template. Our Excel address template is formatted in a specific way to ensure seamless integration with our manufacturers and print facilities. Follow the provided addressing instructions for best results. We cannot format your addresses, but are available to answer questions should you need technical support.
    You will need to use our address template; it is formatted in a specific way to ensure seamless integration with our manufacturers and print facilities.
    All customers are required to fill in their own address spreadsheet with their recipient information. We cannot format your addresses, but are available to answer questions should you need help.
    Select ‘Envelope’ from the product options panel. Above the envelope options, you will see a dropdown labeled ‘Add Extra Envelopes’. Select a quantity, your additional cost will instantly be applied to your order total.
    Brookhollow wants to assure all customers that our offices and printing facilities are still in full operation. We are currently following regularly scheduled business hours (7 AM - 6 PM CST). Additional safety measures are in place to guarantee the well-being of every customer and employee.
    Brookhollow wants to assure all customers that our offices and printing facilities are still in full operation. We are currently following regularly scheduled business hours (7 AM - 6 PM CST). Additional safety measures are in place to guarantee the well-being of every customer and employee.
    Yes. Product output remains unchanged at this time, and all orders are being fulfilled.
    Currently, printing times remain unchanged, with most orders printed within 2 business days.
    Based on your method of delivery, shipping times remain unchanged where permissible, adhering to the same schedule of 1 - 6 business days. Brookhollow ships via UPS® (standard), FedEx® (upon request), and USPS® (sample orders). For more information in your area, please refer to: UPS Service Alerts. FEDEX Service Alerts. USPS Service Alerts
    In cooperation with the World Health Organization (WHO), National Institutes of Health (NIH), the Centers for Disease Control and Prevention (CDC), and local health administrations, CardsDirect is adhering to the highest levels of sanitation and prevention. We are taking every precaution to guarantee your health and safety during the coronavirus (COVID-19) pandemic. The use of approved gloves, masks, cleaning, and hygiene products are encouraged and mandated in certain circumstances. Facilities are disinfected regularly.