FAQ

 

 

GETTING STARTED

What if I need help while on the site?
If at any stage during your experience on our site you have a question or would like some guidance, you can come through to our Live Chat by simply clicking on the ‘Live Support’ tab on the right hand side of your screen.

Our customer service team is available during the following times:

09:00-22:00 Mon-Fri GMT

04:00-17:00 Mon-Fri EST

03:00-16:00 Mon-Fri CST

02:00-15:00 Mon-Fri MST

01:00-14:00 Mon-Fri PST

If you have a query outside of these hours please email us at info@tweak.com or call us on any of the numbers below and leave us a message.

Toll Free Numbers

US	888 907 907 8
UK	0800 975 975 1
Australia	0011 800 0999 7000
Ireland	1800 202 202
Universal	+ 800-0999 7000

 

How do I create an account?
Click on the Register button in the top right hand corner of the homepage. You will be asked for your name, email address and a password. By creating an account you are able to save any designs that you create on the site so that you can edit them at a later date. Your username will be the email address that you register with.

If I design something on the site do I have to buy it?
You can create as many products as you like on the site and save them or send them on to a colleague for review at a later date without having to buy anything. By registering on the site, you set yourself up with an account that you can access at any time to review any products you have created or bought.

Will Tweak print my finished design for me?
We currently offer printing options in selected countries. So once you have selected your design you will be able to see in the Print Quick Quote whether you have the option to purchase printed designs in your country (Printing is currently available in: US, UK, Belgium, Denmark, France, Germany, Ireland, Luxembourg and Netherlands). If you want to print your created design in a country not mentioned above then you can buy the print ready Commercial PDF and send this straight to your local printer to print for you.

Are all prices shown in the Print Quick Quote giving me the final cost?
(Not applicable in US)
Prices quoted in the Print Quick Quote are exclusive of VAT/sales tax. Design, print, shipping and handling costs are all included in the price you will see on the quote.

Where can I get pricing and delivery Costs?                                                                                                                                         Simply click on the Pricing button on the top right of your screen.  From here you will select the product you wish to order. You will see the quantities available and matching pricing as well as the shipping and handling costs. Exclusive of VAT/sales tax.

Are all prices shown in the Pricing Section giving me the final cost? (US Only)                                                                                             Prices quoted are subject to any additional Sales Tax and will provide estimated shipping and handling charges based on your zip code. Once you enter in your full delivery address at the final checkout stage you will see your confirmed shipping and handling fee before you finalise your order.

What payment options are there?
We accept the following methods of payment: Paypal, Diners Club, Mastercard & VISA

What quantities do you provide?
Once you have selected a product, you will find details of the quantity options available on each of the landing pages. You can also find the quantity options available at the Pricing page which appears on the top right hand side of your screen.  All you need to do is select your product.   

How do I find the size of your products?
Once you select your product you will be brought to the landing page where the sizes and product information is available - Sizes and dimensions for each available product appear on this page.  (From the footer product links you may need to click on the ‘more info’ to see full product description).

 

CREATING YOUR DESIGN

How does this work?
Step 1:  Choose your product from the list of products available

Step 2:  Select the size of the product (Large, Small, A4, A5 etc)

Step 3:  Choose from the list of Industries and Business Types to restrict your search to look for  designs created specifically for your business type

Step 4:  Browse the designs available in your selection – find the one you love and click on ‘Customize’.

Step 5:  Start ‘tweaking’ your design – change the font, font size, color, text, add a text box, add images, upload or build a logo...........

How do I find content relevant to my business?
From the homepage, select the product that you wish to create, and then choose your Industry and Business Type to get a selection of more relevant content.

What if I can’t find my business type or industry?
You can choose from one of the available design options to find the most suitable copy and then change the images used throughout the design piece using our stock photography library, containing thousands of stock images, to tailor the design piece to your business. We would also love to hear about any suggestions you may have for your new business types so send us a quick email (info@tweak.com) with your suggestion and we will do our best to get this included in the site in the future.

What if I can’t find the product I’m looking for?
You can choose from over 60 products available on our site. We would also love to hear about any suggestions you may have for any new product types so send us a quick email (info@tweak.com) with your suggestion and we will do our best to get this included in the site in the future.

How do I start designing a brochure or any other print pieces?
After you have chosen the piece you want to tweak, click on the ‘Customize’ button to begin customizing your design.

You have many options available to you during the customization process:

1. Upload your own logo or create one on the site

2. Change or delete the professionally written copy throughout your design

3. Upload your own images or choose from our library of thousands of stock images

4. Change the color pallet of the design

5. Upload additional logos or images by selecting New Image

6. Add a call to action to promote that special deal or date

7. Add a text box to include additional copy

8. Change the font and font size

If you need any help during the customization of your chosen design, then start a live chat with one of our customer support representatives who will be happy to help you create your perfect piece.

Can I change the layout of a Tweak design?
You can tweak the various elements (that's why it's called Tweak!) such as the copy, text, font, images, logo, background colors etc. You can also download your Tweak product as an InDesign template if you wish to edit it outside Tweak. (Tweak requires Adobe In Design version CS4 or higher.).

Each document comes with pre-written copy. Can I change this?
Yes. You can change all the copy including the headlines. At the very least, you will need to add in your own business name, address and website details.

Can I reduce the font size or increase the text box to allow additional text?
Yes you can. You have both the option of increasing / decreasing the font size or increasing / decreasing the text box. This will then give you the freedom to add in as little or as much text that you require (depending on the availability of space of course). There is also the option to create additional text boxes if required.

Why can't I copy & paste text into my design?
You can – simply copy your text by highlighting the text you want to copy and then hit CTRL and C together, then CTRL and V together to paste your selected text.

I can't get the @ or " or £ signs to work?
You probably just need to update your browser. The 4 most commonly used internet browsers are (look at the icon you use to click to log onto the internet):

1. Internet Explorer by Microsoft - suitable for Windows users

2. Firefox by Mozilla suitable for Linux, Mac & Windows users

3. Chrome by Google suitable for Mac & Linux users

4. Safari by Apple suitable for Mac & Windows

However, we do not support older versions of each of these browsers so if you are experiencing problems with the site or if you need help checking your browser and installing a new version, then start a live chat with one of our customer support team who will be happy to help you.

How do I get rid of the red lines under my text?
Words that are incorrectly spelt will be underlined in red. Once you click on the word in question, a ‘Suggested Spellings’ box will pop up providing options for the misspelt word. If however, you are happy with the spelling as it is, you can be assured that the red markings will not appear on your finished design.

Can I upload any image or do you check this?
You can only upload material that you have permission to use and we reserve the right to request proof of this in the event of any claim. Furthermore, if any third party rights are infringed due to your submissions, you are responsible for all costs and damages owed to the injured party.

I can't get my image to upload?
For Mac users - try opening the folder containing the image and then drag the image onto your desktop without opening. Then try uploading image onto your Tweak product again but this time upload directly from the desktop. 

How can I upload any files, like my pictures or logo from my computer?
Click on the image you wish to replace from within your design; click ‘Upload’ from the options provided to select the image that you want to use on your computer and upload it. Then change its scale and size as you wish.

A logo can be uploaded by clicking on the logo box and following the instructions to either Build or Upload a logo.
To upload a logo, you then find the logo file on your own computer and click Select.

Can I change the color of designs?
Yes, you can choose from 70 color palettes. Simply click on ‘Change Colors’ on the tool bar found on the right hand side of your screen, find the color you like on the slider bar and choose the version of that color that fits your design.

Why can't the color palette change everything?
Our designers have pre-tagged the elements of each design that can be changed in color and only these will be changed when you choose your color palette.

Can I input my own color palette code?
No. We've carefully put together color themes that work so that you don't have to. And our 70 combinations give great flexibility to your design.

Can I use a QR Code?
QR codes can be added to any product by either replacing an image with your QR code or uploading the QR code as an image by selecting ‘New Image’. See this link for guidance http://blog.qr4.nl/page/QR-Code-Size.aspx

Are there any requirements for QR codes?
QR codes should be a minimum of 3cm by 3cm or 1.2" by 1.2" and a minimum of 300dpi to ensure a clear printing finish. See this link for guidance http://blog.qr4.nl/page/QR-Code-Size.aspx

What if my photos or logos are low quality?
If a photo that you upload is low resolution, a warning appears suggesting you replace it with a higher resolution one. However, if you still want to use the low-res photo, you must agree to a disclaimer.

The resolution of images is based on the size of the file. So when you stretch this file to fit into larger areas the resolution can be reduced.  For example; if you upload an image that’s the size of a postage stamp into a 6ft banner design, your image may be 300dpi when it is the size of a postage stamp but as you are stretching your image to fit a 6ft banner layout, it will lower the quality of the image and therefore the quality of the finished printed product.

Can I change the size of ads?
Ad dimensions and shapes can be changed. You can search by the size of your finished ad or by the sizes that the registered newspaper allows by selecting the newspaper name from the dropdown.

Can I upload my own design and just print it with you?
Not yet, but this feature is coming soon..

Can I upload my own InDesign documents to Tweak?
You can only work on designs from our Library. There are hundreds of thousands to choose from.

Will my design be saved so that I can work on it later?
Absolutely, but you will need to register first. Any product or logo that you design will be saved in My Designs with any modifications you've made. So you can come back and tweak when it suits you!

If I make a spelling error, can Tweak make a correction and output a new PDF?

- Digital files: every digital design (PDF or InDesign file) is accessible for 30 days from the date of licensing, allowing up to two changes to your high resolution PDFs to be made. Copy on all your digital designs can be tweaked free of charge within 30 days of purchase, within the format and size purchased. Colors, logo and the position of any graphics can also be edited. However, images or designs cannot be changed.

- Printed files: once you finalise and purchase your printed order there will not be an opportunity to amend your design or order as the orders go straight into print.

- Logo: a correction cannot be made on logo’s that have been purchased & downloaded (JPG or EPS files).

I’m having issues paying for my order, what can I do?
We would recommend you check you are using one of the payment options we currently offer – Paypal, Diners Club, Mastercard & VISA.  If the problem persists please start a Live Chat with a member of our Customer Support Team who will help you with your problem.

I have a promotional coupon, how can I use this?
Once you have placed your order(s) in your cart you can proceed to checkout, in your Order Summary page you will see a PROMO box at the bottom left hand corner, please enter your code here and hit ‘Apply’.

 LOGO

Can I create my own logo?
Sure. You can create a logo with our Tweak Logo Builder. Just select the ‘Make a Logo’ button on the top right hand side of your screeem.

When I create a logo, is there a charge?
There's no charge for you creating and using a logo in a Tweak design: it's part of the Tweak experience. However, if you'd like to use the logo outside of Tweak, you have the option of licensing it in Adobe Illustrator format. This is a common file format for logos. Any font used as part of the logo can also be licensed.

If I create and purchase a logo on Tweak what type of file do I get?
Tweak offers you the choice of a free low resolution JPEG, a high resolution JPEG or an EPS file. If you need a transparent background – i.e for use on other marketing materials we recommend you select the EPS logo to ensure the best finish.

Can I upload more than one logo?
Yes, you have the option to upload or create a logo during customization. You can then upload a graphic/image by selecting ‘New Image’ on the tool bar situated on the right hand side of your screen. So if you need to upload multiple logos you can use this function to do that. Where a logo is prepopulated, you can change it by simply clicking on the logo in question and choosing ‘Build Logo’ or ‘Upload’ from the options provided.

If I don’t want a logo to appear in a particular place, how can I remove it so I can replace it with my own design and position it elsewhere?
When you click on the ‘Your Logo’ box provided, there is an option to delete the Logo this is represented as a ‘trash can’. You can then upload your Logo by selecting ‘New Image’ and place this anywhere on your design.

I don't want the background on my logo to appear?
To add a logo with a transparent background to the site you will need to upload an EPS vector file that does not contain a background. If you do not have this then you should be able to request this from the person who supplied you with the original logo file. Alternatively, you can create an EPS logo from the Tweak site that will not contain a background.

Why is my JPEG logo getting the error msg 'low resolution' when I was told it is 300dpi?
This is probably because the JPEG file is being stretched to a size larger than it was intended for and is therefore pixelating, which means that this will not print very well on your design. Do you have this logo in EPS format? Or can you get this logo in EPS format from the person who created it for you? If you need help with this please start a Live Chat and speak to a member of our Customer Support Team who will help you get this resolved.

Will an EPS logo open with Windows or Macintosh?
EPS files will open on both Windows and Macintosh computers. However, you may need to install software on Windows PC’s to view your logo.

What software do I need to see an EPS logo?
All commercial drawing and desktop publishing programs, such as CorelDRAW®, Adobe® Illustrator® - a free trial can be downloaded from https://www.adobe.com/cfusion/tdrc/index.cfm?product=illustrator&promoid=EBYEV, QuarkXPress™, Deneba Canvas™, Adobe® PageMaker®, Macromedia FreeHand, can be used to view these logos. Also, if your software can import EPS files (*.eps) for example Adobe® Photoshop® you should be able to view your EPS logo. Finally, they can be opened in most vinyl cutting software like SignLab and SignMate.

I can't open my EPS logo, what should I do?
To be able to view EPS logo's you will need software such as Adobe Illustrator - a free trial can be downloaded https://www.adobe.com/cfusion/tdrc/index.cfm?product=illustrator&promoid=EBYEV

 

PRINT ADS

How do I design an ad?

Step 1:  Select Advertising at the top left of the Homepage and then click on customize to get started.

Step 2:  Choose the relevant Country and Publication.

Step 3:  Choose your Ad size. This will give you the rate card price of the Ad.
(This is the rate card price for color ads. You may be able to negotiate a better price directly with the publication.)

Step 4:  Click Find Designs to select your design.

Step 5:  Begin customizing your design. Tweak will automatically format your ad artwork with all the technical specifications for your chosen publication. How easy is that?

 

FILE FORMATS

In what formats do Tweak supply finished designs?
We supply you with the choice of:

1. Commercial (print-ready including crop/cutting marks and a 3mm bleed) PDF

2. Home printing (no crop/cutting marks shown) PDF

3. Adobe InDesign file formats – with the option to purchase the fonts and images used in your design – to open and use this file you will need Adobe InDesign software. Adobe InDesign is software used by designers and graphic artists who work in print. By downloading your finished piece as a Tweak InDesign file, you can edit your design yourself afterwards if you have the software. (Tweak requires Adobe InDesign version CS4 or higher.).

These are industry standard formats to make life simple for you.

What is a PDF?
A PDF stands for Portable Document Format. It's a format you'll need to give to a printer or publication to ensure high quality printing. You can view them in Adobe Reader (or Preview on a Mac.) We provide 2 options for PDF files:

- Commercial (print-ready including crop/cutting marks and a 3mm bleed)
- Home Printing (no crop/cutting marks shown)

What does JPEG stand for?
JPEG is a commonly used method of compression for photographic images. The name JPEG stands for Joint Photographic Experts Group, the name of the committee that created the standard.

What does EPS stand for?
EPS stands for Encapsulated PostScript. It is a versatile vector format, which instead of saving the image pixel by pixel (raster bitmaps e.g. jpg and gif files), it saves it as lines and curves. Thus the logos provided in this format are infinitely scalable and editable line by line. To be able to view EPS logo's you will need software such as Adobe Illustrator - a free trial can be downloaded https://www.adobe.com/cfusion/tdrc/index.cfm?product=illustrator&promoid=EBYEV

What is the difference between JPEG & EPS files?
A JPEG logo is a bitmap file and as such they have a fixed resolution and will pixelate when the resolution does not support the print size. EPS logos are vector art and are completely scalable to any size without pixelating. Therefore, an EPS logo will usually provide a better finish when producing print products.

What is an Adobe InDesign file?
Adobe InDesign is software used by designers and graphic artists who work in print. By downloading your finished piece as a Tweak InDesign file, you can edit your design yourself afterwards if you have the software. (Tweak requires Adobe InDesign version CS4 or higher.).

What are JPEG, TIFF and EPS formats?
These are all common formats for image files and it's likely your logo will exist as one of these. JPEG is probably the most widely used image format. You usually know the file type by the extension after the dot, e.g. .jpg is a JPEG.

What formats will I receive my final design in?
Designs will be received in a print-ready PDF format. All templates downloaded will be in InDesign format. (Tweak requires Adobe InDesign version CS4 or higher). If you are ordering printed copies (this option is currently available in these countries - US, UK, Belgium, Denmark, France, Germany, Ireland, Luxembourg and Netherlands), then you will receive confirmation of your shipping details shortly after ordering.

What is an InDesign download and what does this include?
An InDesign download will give you access to your new Tweak product as an InDesign file (see ‘What is an InDesign file?’ above). An InDesign file includes an editable file format, logo, graphics and the option to license the fonts and images used in your design. You'll only need it if you want to revisit the piece outside of Tweak.

What is WinZip? How do I download WinZip to my computer?
WinZip is the world's leading utility for file compression, encryption, packaging, and data backup. The Tweak designs and associated files which you've licensed are downloaded in a zip file. You may require WinZip to open your InDesign design PDF. http://www.winzip.com/downwz.htm

Can I edit the high resolution PDF?
Your final output print-ready PDFs are not editable: their job is to give you great printing. Tweak's license also means that the elements cannot be re-used outside of the document. This is because the copyright on some parts, like fonts and images are held separately. If you output an InDesign template, it can be edited if you own the Adobe InDesign application. (Tweak requires Adobe InDesign version CS4 or higher).

However, as mentioned above, every digital design (PDF or InDesign file) is accessible for 30 days from the date of licensing, allowing up to three high resolution PDFs to be made should you need to make a correction. For printed files however, as long as it hasn’t gone to print, you may have the opportunity to make corrections. See details above.

Can I get a low resolution PDF without committing?
Yes, you can download a low-resolution PDF file by selecting Download Preview at the approval stage. You should use this for proofing your final design and printing it to the actual size of the finished product (if possible) to check the layout. This proof carries a watermark throughout the PDF but this will not prevent you from ensuring you are happy with the content of your design.

Can I upload my own photographs and logos?
Yes, you can - in JPEG, TIFF and EPS formats. Every digital asset (such as a logo or an image) that is uploaded is automatically stored in My Designs along with every design you have created on Tweak.com.

Where would I look for my logo in that format?
Generally this is the format in which a designer or printer who created your logo would have provided you with. So if you can't find a copy of it on your computer, simply ask for it from whoever designed it. It's yours after all. You can also design a new logo in our Tweak logo builder.

 

LICENSING

What are the Terms of Service?
Please click here to view the full list of Terms of Service.

What are the terms of the royalty-free license for the content created on Tweak?
The InDesign template documents including fonts and images are covered by a 5-seat license for the user. This means it can be shared with four other colleagues at the user's location. The images which are included are cropped to the size that has been selected in the Tweak design. The InDesign files themselves, images or fonts may not be offered for resale or distribution to third parties. Copyright law prevents this. Please click here to view the full End User Licensing Agreement.

InDesign documents are available to the user to modify on multiple projects. Users may make PDFs from the InDesign documents and pass those on to their clients and service providers for infinite use. The clients may only use those PDF documents 'as is' and are not allowed to edit and create new versions. If you're unsure about PDFs and InDesign formats, read some of the questions above.

Do Tweak own all of the products on the site?
With the exception of any images, material or logos you upload, Tweak either owns or licenses all of the products on the site, so Tweak is able to license these to you. All Images that contain models have the necessary releases for use in Tweak products. These Licenses and Releases are retained by Tweak or its Licensors. Except for what is allowed by End User License Agreement (see EULA), you cannot copy, download or distribute any content or portion of site.

Can I get exclusive access to a Tweak document or logo?
Tweak can't offer exclusivity on a particular design or logo, but by customizing a design to your business needs and tweaking the many elements, you effectively make it unique. And there are hundreds of thousands of Tweak designs to start with.

Is the design mine to own once I buy it?
Legal ownership is yours on full payment by you - and when delivered to independent courier for shipping to you in the case of printed products. All other products and services are licensed to you under a Royalty Free License which allows you to reuse the products/services as often as you wish. InDesign documents are only available for reuse, not for resale. It's part of the license.

How often can I use the Adobe InDesign documents I've licensed?
You can publish and print from a licensed Tweak PDF or InDesign document an infinite number of times without any extra costs, within the terms of your license, of course.

Can I resell a Tweak InDesign document?
Sorry no, InDesign documents are only available for reuse, not for resale. It's part of the license.

When I license an InDesign document, do I automatically get the fonts and images that are used?
No. These font and image packs can often be covered by separate copyright licenses, so we can only offer them as optional extras. They vary in price according to the number of fonts and images included. This doesn't apply to our PDF versions. It's up to you. That's the Tweak way.

Can I trademark a logo I've created using Tweak Logo Builder?
Tweak can’t offer exclusivity on a particular design or logo. This is provided on a non–exclusive basis. You are not allowed to seek a trademark on any logo you create with our Logo Builder. It is your responsibility to ensure any logo you create on our site does not infringe the rights of anyone else. This protects your own logos and trademarks too, of course.

 

AFTER YOU HAVE ORDERED

What happens if I print a Tweak document or order printed copies of my design and I'm not happy with the result?
Tweak is committed to the supply of quality products. If you are not satisfied with the quality of what you purchase from us, subject to the quality being different to that described on our site, please contact Tweak Customer Support within 30 days of your receipt of the goods and if liable, we will refund you the price, excluding processing and shipping costs.

While we are fully committed to customer satisfaction, as the product you have ordered is personalized according to your request, there are circumstances where we cannot return the product. For details, please see our Returns Policy. Alternatively, a member of the customer support team will be able to help you. This could include requesting that you to submit a sample of the product you purchased. Where Tweak are responsible, we will refund you in the same form of payment you originally used for purchase within 14 business days of our notifying you that a refund shall be made.

What if my printed PDF looks different to what I've seen on my screen?
If photos or other images usually look correct on your screen compared to when they're printed, there really shouldn't be any significant variation in your PDF. It's an accurate format. But if you are viewing your design on an uncalibrated monitor, colors may look different on the PDF document or the printed results.
Tweak is not responsible for people who are using uncalibrated screens.

Once I have my PDF, what do I do with it?
Your finished PDF may be printed on your own high-spec digital printer, if it's a small run and the format suits; or it may be given to a professional print company for printing. If you know exactly what you want, you can just email it to a printer.

Where are your printers based?

We have printing bases in both Killorglin, Co Kerry, Ireland, Europe & the United States that produce all of our printed materials.

 

If you have any other questions that are unanswered here, please contact our Tweak Customer Support team.