FAQ

How long is the warranty for the hardware?

Birttani Display Inc. warrantees all genuine products against defects in materials and workmanship within 1 year when properly assembled and used. We ask you to please inspect all products within 7 calendar days of delivery and immediately contact support@birttani.com with any issues.

How long is the warranty for the graphics?

Birttani Display Inc. warrantees all genuine products against defects in materials and workmanship when properly assembled and used. Indoor use graphics carry a 1 year warranty while outdoor use graphics are waranteed for 6 months. We ask you to please inspect all products within 7 calendar days of delivery and immediately contact support@birttani.com with any issues.

My order is lost during shipping, what can I do?

If the order lost during shipping and was sent using Birttani’s account, contact support@birttani.com or call (626) 610-4750 immediately.
If the order was shipped under your account, contact your shipping company to file a claim.

My order is damaged during shipping, can I return it?

If the order is damaged during shipping and was sent using Birttani’s account, contact orders@birttani.com or call (626) 610-4750 immediately.
If the order was shipped under your account, contact your shipping company to file a claim.

My order is defective, can I return it?

We ask you to please inspect all products within 7 calendar days of delivery and immediately contact Orders@birttani.com with any issues. After 7 calendar days, returns are handled at Birttani’s discresion. Please be prepared to provide your order number and images.

What is Birttani's Graphic return policy?

Custom graphics cannot be returned.

What is Birttani's Hardware return policy?

Birttani Display accept returns and exchanges 7 calendar days after delivery of the product (unless noted that it cannot be returned or has a different return/exchange time policy). At our sole discretion after 7 calendar days, we will offer an exchange or store credit only.
Items must be in new, unaltered and unused condition.
This means that the item(s) must not be a special/custom order and have no signs of use or damage.
If an item is received damaged or is incorrectly shipped by us, please contact Customer Support immediately. Customer is responsible for all shipping costs if seller is not at fault. Items that are defective or incorrectly sent from us will qualify for store credit or credit through your original form of payment.
Refunds are contingent upon inspection of item(s) once we receive it. Additionally, there is a 15% restocking fee for returned items that are not being exchanged and are not damaged.
Please contact rma@birttani.com for further information.

What’s the standard turnaround time for graphic orders?

Approximately 1-2 business days. You can upload artwork for an instant graphic eproof after placing your order, graphics will print and ship within 1-2 business days. Any manual eproof will be returned for approval within 1 business day. Once approved, graphics will print and ship within 1-2 business days.

Do you offer same day production?

We can often accommodate same day graphic production and shipment for a $100 per unit fee in addition to shipping costs. Ensure eproofs are approved by 12pm CT. Contact orders@birttani.com to place a same-day graphic order.

What are the artwork specifications

Artwork Submission Guidelines

All artwork must be in CMYK color mode; RGB files are not accepted.
Image resolution should be between 72 dpi (minimum) and 150 dpi (maximum). For graphics over 15ft, please use 72 dpi.
Please create your artwork using Birttani’s template at actual size, remove the template layer before submitted. Templates can be downloaded from each product page, located below the product photos.

Do you offer artwork templates?

Yes. Templates can be downloaded from each product page, located below the product photos.

Do you accept RGB color used in the artwork?

No, we do not accept artwork in RGB colors. Please submit artwork using CMYK.

If your artwork includes both RGB and CMYK elements, color issues are likely during printing. Birttani Display is not responsible for color matching RGB elememts.

Do you accept PMS color used in the artwork?

Yes, we accept some PMS colors. For PMS (Pantone) colors, we only accept those that can be accurately matched in CMYK. Be aware that converting PMS colors to CMYK may lead to color inaccuracies, as not all PMS colors can be effectively reproduced in the CMYK color space.

What's the artwork file size limits?

JPEG and all Raster files: < 100 MB
PDF and all Vector files: < 150 MB

Do I need to setup crop marks or registration marks on my artwork?

No, please do not include any marks that you do not want printed on your final graphic.

How do I upload my artwork to Birttani?

Option 1: Instant Eproof

Place your order, and navigate to your Account Dashboard.
Select “Order Status.”, select your order and click the “Upload.”
Select Product to upload or replace artwork. Resize, rotate, and position your artwork.
Once satisfied, take a screenshot as your e-proof and view the mockup.
Click “Finish” to save your artwork.
Repeat for all items in your order.
Artwork must be uploaded for all items in the order to be confirmed.
Click “Confirm Order” when ready to send your artwork to print.

For more details, watch the video:
https://youtu.be/G-DgFtZTmTo

Option 2: Manual Eproof

Place your order.
Navigate to your Account Dashboard.
Select “Upload Artwork.”
Enter your Order Number in the upload information box.
You will receive an eproof within 1 business day via email.

Option 3: Manual Eproof via Email

Place your order online or email orders@birttani.com. If applicable, reference your order number.
Attach properly formatted artwork.
You will receive an eproof within 1 business day via email.”

I just uploaded my artwork for manual eproof. When can I expect to see an e-proof?

The Manual eproofs will be emailed to you with in 1 working day.

I’m trying to upload artwork to the Order Status platform. I dragged my artwork into the template displayed on the screen, but nothing happened. Did I do something wrong?

Please be patient! With large file sizes, it may take longer to generate the preview. Consider downsizing your upload. For further assistance, please refer to the section on “My artwork file size is over the limit; how can I downsize my artwork without losing quality?” or contact Customer Service directly at orders@birttani.com.

I just finished uploading with the "Preview & Mockup" feature. Can I download a copy of that preview photo or the 3D mockup to share with my client?

Currently the preview download is not available. Please take a screenshot for your records.

Can you provide a fabric sample print for color proofing? If so, what is the associated fee?

Yes, we can provide printed color samples for proofing. The price varies based on the size and quantity requested. Please contact Customer Service directly at orders@birttani.com with your request.

Can I submit Photoshop artwork? Which raster format you recommend?

Yes, we accept Photoshop artwork in CMYK color mode. Please save your artwork in JPEG format.

I ordered a single-sided graphic and want the backside to remain white. Do I need to submit a white artwork for the backside?

No. If you ordered a single-sided graphic for the double-sided frame, we will automatically provide a plain white backing.

Can you print on both sides of the graphic?

Our double-sided graphics are created by sewing two pieces of fabric together to prevents the print from showing through and enhance durability.

Will the printed product look exactly like the Instant Proofs or E-proofs displayed on my monitor?

Due to variations in monitor calibrations, printed colors may not always match those displayed on your screen. While we aim to ensure colors match their CMYK values, fabric texture and absorption properties may cause a variation of up to 5%.

Why Do E-Proof Colors Appear Different from the PDF Print File?

The eproof is a preview and intended only for checking artwork position, cropping, and safety areas. The PDF represents the final print file. Due to variations in monitor calibrations, printed colors may not always match those displayed on your screen. While we aim to ensure colors match their CMYK values, fabric texture and absorption properties may cause a variation of up to 5%.

Can I get a hard proof?

Yes! If you would like to receive a hard copy color proof (color match print), please reach out to your sales representative or contact us at orders@birttani.com. You can also call (626) 610-4750 for a quote and further details.

When I upload a double sided graphic, after I finished uploading the front side, the back side just won't upload. What should I do?

High internet traffic can sometimes cause uploads to become unresponsive.

If this happens, click “”Finish”” without selecting “”Confirm Order,”” then close the window and log in again to upload the second page. As long as the order isn’t confirmed, you can update your artwork.

If problems persist, please contact your sales representative or email us at orders@birttani.com for assistance.

Can I make changes to my submitted artwork?

You can resubmit new artwork after receiving the first e-proof via email. However, once the second e-proof is sent, any further changes will incur a $15 processing fee for each additional e-proof.

If you’re using the online Preview & Mock-up platform for an instant proof, you can replace your artwork as often as needed, as long as you haven’t clicked the “”Confirm Order”” button. Just be sure to click “”Finish”” to save your new artwork. Once you click “”Confirm Order,”” the order will proceed to production immediately, and no changes can be made.

I received my graphic order, but the color isn’t what I expected. Can I reprint or return it?

Due to monitor calibration variations, printed colors may differ slightly from what appears on your screen. Fabric texture can also cause up to a 5% color variation. If you’re not satisfied, please contact orders@birttani.com within 3 days of receiving your order. Provide images and your order number for a case review to determine if a refund or reprint is necessary.

If your artwork includes both RGB and CMYK elements, color issues are likely during printing. Birttani Display is not responsible for color matching RGB elememts.

What are the maximum dimensions available for custom graphic prints?

Our maximum custom order size depends on the material you choose. Please email orders@birttani.com for the maximum dimensions based on your selected material.

What type of file formats are accepted?

We recommend submitting high-quality .jpg format (72 to 150 dpi).

We also accept .pdf with preset: [pdf/X-4:2008], .ai and Photoshop single layered .psd & .tif formats (72 to 150 dpi).

For complex artwork design, please Rasterize all effects (drop shadows, transparency, color effect, Mash…) Flatten all layers, Outline all fonts before submission.

Do you accept InDesign files?

No, we do not accept InDesign files. Please export InDesign file to a pdf or JPEG.

What's the difference between Raster and Vector based artwork?

Raster-based artwork

(e.g., photos or flattened files from Photoshop) consists of pixels. Ensure high resolution (DPI) for large-format prints to avoid low-quality images.

Vector-based artwork

(e.g., illustrations from Illustrator) is scalable without losing quality. However, effects in Illustrator are raster-based and may introduce transparency, increasing file size. Set your “Document Raster Effects Settings” correctly to avoid pixelation in large prints. For example, when printing a 10ft x 8ft canvas, setting raster effects below 70 DPI may cause pixelation in drop shadows.

What's the difference between CMYK, RGB, and PMS color?

CMYK (Cyan, Magenta, Yellow, Black):
***Please Note: CMYK is the printing method used by Birttani.***

Definition: Subtractive color model used in printing.
Color Creation: Colors created by subtracting light.
Best Use: Commercial printing and budget projects.
Color Consistency: Results can vary between printers; color proofs are recommended.

RGB (Red, Green, Blue):

Definition: Additive color model used for digital media.
Color Creation: Colors made by adding light in varying intensities.
Best Use: Digital applications (websites, TV ads, etc.).
Color Consistency: Colors vary across devices, making them less reliable for print.

Pantone (PMS):

Definition: Standardized color matching system with spot colors.
Color Creation: Solid colors, not created with overlapping dots.
Best Use: Screen printing, textiles, or projects needing precise color accuracy.”

How do I set up my artwork bleed when ordering custom size fabric prints like SEG, table covers, flags or banners?

For Custom Silicone Edge Graphics:
Add 0.375 inches to all four sides for the hem and stitches. This means your document size should be 0.75 inch larger than the finishing size. No additional bleed is needed.
Ex. for a finishing size of 80″” x 60″”, the document size should be 80.75″” x 60.75″”.

For Custom Hem & Stitched Graphics (e.g., table covers, banners):
Add 0.5 inches to all four sides for the hem and stitches. This means your document size should be 1 inch larger than the finishing size. For a finishing size of 80″” x 60″”, the document size should be 81″” x 61″”. No additional bleed is needed.”

How to set up my artwork bleed when ordering custom size Banner or Flags with Pole Pockets?

For Self-Pocket Banners & Flags:
Add 0.5 inch to all four sides for the hem and stitching, plus the pocket size.
Ex. if your finishing size is 60ft W x 36ft H and you want a 2-inch pocket on the left side, your document size should be 63″” W x 37″” H.

For Enforced-Pocket Banners & Flags:
Add 0.5 inch to all four sides of the background for the hem and stitching.

My Adobe Illustrator artwork file size is over the size limit, how can I down size my artwork without losing the quality?

Delete any hidden layers and ensure the artboard matches the size of the Birttani’s template, avoiding any extra white space or hidden images.
Use ‘Save As’ to create a PDF. In the Adobe PDF Preset, select [PDF/X-4:2008] when the pop-up window appears. (Avoid using ‘Illustrator Default’ or ‘Press Quality,’ as these options may increase the file size.)
Check the new PDF file size to ensure it meets the requirements. Typically, a 10 ft graphic’s artwork PDF with embedded high-resolution images and without flattened layers may range from 200 MB to over 1 GB. After saving as a PDF using [PDF/X-4:2008], the file size usually reduces to between 15 MB and 80 MB.
If your AI artwork contains complex raster effects such as “”Drop Shadow,”” “”Inner/Outer Glow,”” “”Color Overlay,”” or “”Transparency,”” please follow the extra steps below to ensure all effects print correctly.

Extra Steps:
We recommend rasterizing and flattening complex PDF artwork in Photoshop:

Right-click (or Option-click on Mac) and select “”Open with: Adobe Photoshop.””
Verify the dimensions in the pop-up window. Set the resolution to 100–150 dpi for graphics up to 10 ft, and 72 dpi for graphics over 15 ft.
“”Save a Copy”” as JPEG to maintain the desired effects. Avoid exporting directly to JPEG from Illustrator, as it may lower the quality. This step ensures better quality and smaller JPEG file size.

Note: If your PDF or AI artwork exceeds 213 inches in width, Photoshop will reduce the size to under 200 inches when opened. For example, a 20 ft x 8 ft graphic will appear as 24.0 x 9.6 inches. To maintain 100 dpi resolution, set the resolution to 1000 dpi when resizing.”

My Adobe Photoshop artwork file size is over the size limit, how can I down size my artwork without losing the quality?

Go to the top menu bar, click on “”Image,”” and select “”Image Size.””
In the drop-down menu, ensure the “”Resample”” box is checked. Set the resolution to 72–100 Pixels/Inch, then click OK.
Choose “”Save a Copy”” and select JPEG format. In the pop-up window, set Quality to 10 and Format Options to “”Baseline (‘Standard’).”” The new file size will appear on the right side; click OK to save.

Extra Steps:
We recommend rasterizing and flattening complex PDF artwork in Photoshop:

Right-click (or Option-click on Mac) and select “”Open with: Adobe Photoshop.””
Verify the dimensions in the pop-up window. Set the resolution to 100–150 dpi for graphics up to 10 ft, and 72 dpi for graphics over 15 ft.
“”Save a Copy”” as JPEG to maintain the desired effects. Avoid exporting directly to JPEG from Illustrator, as it may lower the quality. This step ensures better quality and smaller JPEG file size.

Note: If your PDF or AI artwork exceeds 213 inches in width, Photoshop will reduce the size to under 200 inches when opened. For example, a 20 ft x 8 ft graphic will appear as 24.0 x 9.6 inches. To maintain 100 dpi resolution, set the resolution to 1000 dpi when resizing.”

Why does my black background look faded?

Using 100% black as the background color may result in a faded appearance when printed. We recommend using a rich black mix of 50% Cyan, 40% Magenta, 30% Yellow, and 100% Black for optimal results.

Should I leave the template on my artwork to ensure proper cropping?

No, please do not include any marks that you do not want printed on your final graphic.

Can I submit multiple artworks on one page?

No, please separate each individual artwork into different pages or separate documents.

How do I sign up as a member on Birttani.com?

Click here to register for an account, or visit www.birttani.com and click on ‘Login/Register’ at the top right to create a new account.

Do you sell directly to the end user?

No. Birttani Display requires a Resellers permit to make purchases.

Can I check my order status on the Birttani website?

Yes, you can click here to check your online order status. Please note that orders placed by phone or email will not appear online. For non-website orders, contact orders@birttani.com and reference your order number.

Do I need to sign up online to place an order?

Yes. Birttani Display requires a Resellers permit to make purchases.

Can I place my order by email or phone?

Yes, if you have an account with us, you can submit orders to orders@birttani.com. However, we strongly recommend placing your order online to take advantage of features like instant proof with preview and mockup, as well as the ability to track your order status.

I just placed an order; when will I receive the invoice?

You will receive your invoice within 1 business day after your order ships in full.

Can I pay a partial deposit when I place my order?

No, we require all orders to be paid in full on the website before processing begins.

What payment methods does Birttani accept?

We accept Visa, Mastercard, American Express, and Discover.

Why can't I see pricing?

Please log in to your Birttani account to see pricing details.

When will I receive my refund?

Refunds will be processed to your original form of payment within 1-2 business days after Birttani receives any returned hardware (if applicable). The refund will appear in your account within 3-4 business days, depending on your financial institution.

Is the graphic washable?

Graphics for Flags, Backlit, Tension, and Table Throws are machine washable on a gentle cycle with mild detergent. Avoid tumble drying SEG & Velcro graphics, as heat may damage the silicone edges and Velcro. Canopy graphics are spot clean only.

How to store my SEG backlit graphics?

Backlit fabrics should be loosely folded with bubble wrap or rolled around a tube to prevent ink cracks and reduce the need for steaming. Avoid tightly folding them for storage in small bags or boxes.

Can you do custom orders for hardware?

Yes, we can create custom graphics. For a quote, email orders@birttani.com with the following details:

Draft of hardware dimensions and frame type Desired in-hand date Quantity needed

Or fill out the quote request form at https://birttani.com/request-quote/.

Can you do custom orders for graphics?

Yes, we can create custom graphics. For a quote, email orders@birttani.com with the following details:

Fabric size & material, sewing type Desired in-hand date Quantity needed

Or fill out the quote request form at https://birttani.com/request-quote/.

Do you accept same-day delivery orders?

No. However, we are able to accommodate same-day hardware orders placed for pickup.

Do you offer local delivery?

Yes, we offer local delivery to select areas near Los Angeles. For scheduling and fees, email orders@birttani.com

Can you blind ship to my customer?

Yes, we can blind ship to your customer. Enter your client’s address as the shipping address during checkout and include “”Blind Ship from: [COMPANY NAME]”” in the notes section of your order.

Please note: when using blind shipping, you will be responsible for all additional fees or charges that may occur.

Can you drop ship to my customer?

Yes, we can drop ship to your customer. Enter your client’s address as the shipping address during checkout and include “”Drop Ship from: [COMPANY NAME]”” in the notes section of your order.

Please note: when using dropshipping, you will be responsible for all additional fees or charges that may occur.

Can I use my own shipping account to ship my orders?

Yes, you can use your own FedEx or UPS account. During checkuout, select pickup and include your account number and account zipcode in the notes section at checkout. Please note: when using your shipping account, you will be responsible for all additional fees or charges that may occur.

Do you ship orders to Canada or Mexico?

Yes. Duties are to be paid by the receiver. If duties are charged to Birttani Display, please expect an additional invoice.

Do you ship orders to outside of USA?

Yes. Duties are to be paid by the receiver. If duties are charged to Birttani Display, please expect an additional invoice.

What happens if a package that was blind shipped is returned to sender?

Packages that are blind shipped will be returned to the sender listed on the label, not Birttani. A return delivery fee will be charged by the carrier.

What happens if a package that was drop shipped is returned to sender?

Packages that are drop shipped will be returned to the sender listed on the label, not Birttani. A return delivery fee will be charged by the carrier.

My Lucid Lightbox's light is not working, can you fix it?

Yes! First, ensure all hardware sections are installed correctly and tightened. If any piece is loose, the unit may not light up. Also, check that the symbols on all pieces align correctly. If the issue persists, email support@birttani.com with more details and a clear photo of the section not lighting up for further assistance.

I would like to cancel my order

If it’s been less than 30 minutes since your order, you can cancel it through the order status in your account. After 30 minutes, the order is in process. Please email orders@birttani.com with your order number and our customer service team will assist you.

I would like to add items or increase quantity on my order

To add items or increase the quantity, please place a new order on the website.

I would like to remove items from your order

If it’s been less than 30 minutes since your order, you can cancel it through the order status in your account. After 30 minutes, the order is in process, but email orders@birttani.com with your order number and our customer service team will assist you.

I need to change the shipping method on this order

Contact orders@birttani.com with your order number and preferred shipping method. If the package is still in our facility, we may be able to adjust the shipping method.

What’s the standard turnaround time for hardware orders?

Hardware ships within 1 business day. The expected delivery date will be shown at checkout. If you need it sooner, contact orders@birttani.com before placing your order.

Where is my order shipping from?

In-stock hardware ships from our California or New Jersey warehouse, depending on your location. Graphics ship from our Texas printing facility.

Does Birttani Ship to PO Boxes?

No, our selected carriers do not deliver to PO boxes.

Does Birttani Ship to Residental addresses?

Yes. During checkout, select FedEx Home Delivery.

Does Birttani offer split shipment on orders?

No. To ship to multiple addresses, please place separate orders.

Does Birttani offer a price guide for shipping?

Shipping prices will be displayed during checkout. For any questions, contact orders@birttani.com.

Does Birttani offer a weight guide for shipping?

Hardware and graphic weights are available on individual product pages under the “Shipping” tab.

What type of shipping service does Birttani use?

Birttani uses FedEx as the standard shipping service. If requested, we can use your FedEx or UPS accounts. Note: you are responsible for any additional fees or charges when using your account.

Why is my customer's address not accepted by your website?

Our website has an address verification system to ensure accurate delivery. Please double-check that your address is correctly spelled, abbreviated, and includes the correct suite, unit, street number, city, and postal code.

How do I track my packages?

To view your tracking information, please log into your account on the Birttani website. Once there, you may view tracking information by navigating to the “Order Status” under your account.

How do I contact Birttani directly if I need more help?

Contact our customer service team at orders@birttani.com. For our California facility, call 626-610-4750; for our New Jersey facility, call 732-967-6767.

I received my hardware order, but the graphics aren't in the box! Where are they?

Graphics will ship seperately from hardware. Please chek your order status for tracking information or reach out to support@birttani.com.

How do I know if my order will ship from New Jersy or California?

We will automatically ship your order from the closest facility to the delivery address.

Can my hardware ship from your Texas facility?

No. Texas does not stock hardware.

Can my Hardware and Graphics be shipped in the same package?

No. In-stock hardware ships from our California or New Jersey warehouse, depending on your location. Graphics ship from our Texas printing facility.

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