Updated: January 1, 2024 Please note: these terms & conditions are reviewed on a regular basis and may be subject to change without prior notice
Definitions
Client: Anyone who places an order with the Print Shop
Order Request: An order placed to the Print Shop
ServiceNow: The online portal for placing Order Requests
Ticket: The Order Request in ServiceNow
Print Ready: When a print file that does not have to be manipulated (e.g. resized) in order to go directly to print
Artwork: Graphic design work associated with a Order Request
Order Approval: Acknowledgement by the Client that the Print Shop can proceed with completing the Order Request
Order Acceptance: The date/time when the Print Shop has accepted as Order Request as being Print Ready
Service Guarantee Time: The date/time in which an order will be ready, after which the order will be granted free of charge
Normal Business Hours: Monday to Friday, 9am to 4:30pm (Monday to Friday, 9am to 4pm between Canada Day and Labour Day), unless otherwise posted
Business Day: A day that the Print Shop is operating during Normal Business Hours
Service Guarantee Period: 5 Business Days from the date/time when a Order Request has been accepted by the Print Operator as Print Ready
Specialty Print Requests: Complex Order requests that may require sourcing of specialty products and/or outsourcing of certain elements
Rush Order: An order that is requested to be completed prior to the Service Guarantee Time
Expedite Charge: A fee charged on top of the order price for a Rush Order
Turnaround: The date/time after Order Acceptance by when the Client wants the Order Request to be fully completed
Order Total: The total charge for the Order Request as quoted by the Print Shop
Rush Order Date: The date/time prior to the Service Guarantee Time by when the order is requested to be completed
Order Completion: The date/time when a Order Request is fully completed
Exam Period: The period, usually between the last week of November and the Winter Break and between the last week of March and the end of April
Order Requests, Approvals, and Acceptance
For Internal Clients, all orders must be placed as a Order Request through a Ticket in ServiceNow, and any correspondence, including any consultation and graphic design work, relating to the order must take place within that Ticket
For External Clients, all orders must be placed to the Print Shop email (copy.utm@utoronto.ca), and any correspondence, including any consultation and graphic design work, relating to the order must take place within that email chain associated with the Order Request
An internal Ticket will be submitted by the Print Shop to manage the workflow around the Order Request to ensure it is completed as efficiently as possible
If a Order Request is not Print Ready, then some file manipulation will be required on the part of the print operator to ensure the file is Print Ready
For any Artwork required for a Order Request, a proof will be sent to the Client for Order Approval
Once any Artwork approvals have been completed, and the Order Request has been accepted by the Print Operator as being Print Ready (Order Acceptance), the Service Guarantee Time will be established
Specialty Print Requests will not be completed within the Service Guarantee Period – the Print Operator will notify the Client of the expected completion date for the Specialty Print Request prior to Order Approval
The Print Shop is not responsible for:
Correcting spelling errors or other typographical mistakes
Ensuring any text, graphics, logos, etc. conform to University branding guidelines, AODA guidelines, or copyright laws and will not be held liable if any completed Order Request violates the aforementioned guidelines or laws
Any corrections to address issues from 2.5 are the responsibility of the Client, and the costs to make these corrections will be borne by the Client
Any reprint as a result of 2.6 will be considered a new Order Request and subjected to a re-established Service Guarantee Period
Rush Orders
Any Rush Order will be subjected to an Expedite Charge as follows:
Same Business Day Turnaround: 200% of total
order must be submitted by 10 am
order pickup is required between 3 pm - 4 pm
1 Business Day Turnaround: 100% of order total
2 Business Day Turnaround: 75% of order total
3 Business Day Turnaround: 50% of order total
4 Business Day Turnaround: 25% of order total
Rush Order Dates are not guaranteed
The Print Shop will give as much advance notice to the client as possible that a Rush Order Date will not be met
Any Expedite Charge will reflect Order Completion date
Any Rush Order must be picked up by the Client – delivery time is not included when determining the Rush Order Date
Due to the volume, urgency, and priority of exams, Rush Orders are not permitted during Exam Periods
Specialty Print Requests cannot be submitted as Rush Orders
For Exam Printing and Crowdmark Scanning, see Section 5
Order Cancellations
A Client can cancel an order at any time prior to Order Acceptance without incurring any charges
After Order Acceptance, the Client will be charged as follows for any cancelled orders:
Within 1 Business Day of Order Acceptance: 10% of order total
After 1 but within 2 Business Days of Order Acceptance: 25% of order total
After 2 but within 3 Business Days of Order Acceptance: 50% of order total
After 3 but within 4 Business Days of Order Acceptance: 75% of order total
After 4 Business Days of Order Acceptance: 100% of order total
Any cancellation of a Rush Order or a Specialty Print Request after Order Acceptance will result in a charge of 100% of order total
Exam Printing & Crowdmark Scanning
Departments must include the exact number of exams, midterms, or term tests, including any deferred exams or Accessibility exams, if applicable, within the Ticket for printing and for Crowdmark scanning in order for the Print Shop to validate the Ticket versus actual numbers
The Print Shop will not pick up or drop off any exams, including exams submitted for Crowdmark scanning
For printed final exams:
The Office of the Registrar will notify the Print Shop via email or through FESA who will be picking up printed exams
The Print Shop will verify the identity of the person when they arrive to pick up the printed exams and will request a signature confirming that the chain of custody of the exams has changed hands
For printed mid-terms and term tests:
The Department submitting the Ticket will notify the Print Shop within the Ticket of who will be picking up printed midterms or term tests
The Print Shop will verify the identity of the person when they arrive to pick up the printed midterms or term tests and will request a signature confirming that the chain of custody of the midterms or term tests has changed hands
For Crowdmark scanning:
The Department submitting the Order Request will notify the Print Shop through the Ticket who will be picking up the printed exams or who will be dropping off/picking up scanned exams. The Print Shop will verify the identity of the person when they arrive to pick up the printed exams or drop off exams for scanning and will request a signature confirming that the chain of custody of the exams has changed hands
The Service Guarantee Time for Exam Print and for Crowdmark Scanning is 3 Business Days
Any Rush Order for Exam Printing or Crowdmark Scanning will be subjected to an Expedite Charge as follows:
Same Business Day Turnaround: 200% of total
order must be submitted by 10 am
order pickup is required between 3 pm - 4 pm
1 Business Day Turnaround: 100% of order total
2 Business Day Turnaround: 50% of order total
Rush Order dates are not guaranteed
The Print Shop will give as much advance notice to the client as possible that a Rush Order date will not be met
Any Expedite Charge will reflect the Order Completion Date
The Print Shop will not store any printed unwritten exams
The Print Shop will only store exams submitted for Crowdmark Scanning for 30 days, after which time the exams will be securely shredded
The Print Shop will only store digitally-scanned copies of exams submitted for Crowdmark Scanning for 30 days, after which they digitally-scanned exams will be fully deleted
