General FAQ
How do you pronounce your business name?
The "xio" in XioPrints is pronounced like the english word, "show".
How does the ordering process work?
These are the four stages of the ordering process:
1) Awaiting Processing
2) Processing
3) Shipped
4) Delivered
Each stage is a confirmation email you receive from our business. Here's a breakdown of how it works.
Once you place your order, it goes into the "Awaiting Processing" phase. Your order is put into our queue until it is time to be processed. This is the stage when you can make changes or cancellations and receive a refund if cancelling.
In the second phase called "Processing", we create your order. Once your order reaches this stage you can still cancel your order, but cannot receive a refund. Because each item is custom made, we cannot resell or re-purpose them.
Once we are done processing your order, we send out the order to be "Shipped". Your order leaves our facility and is handed over to the post office. Once it leaves our facility, it is no longer in our hands. Please contact the post office for inquiries regarding the status of your order. We highly recommend insuring your order in case of theft, breakage during transit, or if lost.
The final phase of our ordering process is the "Delivery" phase. Once you receive your items, be sure to check that they are undamaged and the correct order. You have three (3) business days to report any defects or damages.
The status of your order is provided via email. Please keep an eye on your emails for updates.
What is an acrylic charm and what is the difference between a charm and a keychain?
An acrylic charm is used interchangeably with an acrylic keychain. They are acrylic pieces that are attached to another item such as keyrings, necklaces, bracelets earrings etc... the key difference between a charm and keychain is that the acrylic keychain is used specifically for attaching to keys, while charms have a wider range of uses. At XioPrints, we treat these as the same product.
Are your acrylic charms single or double boarded?
Our acrylic charms are currently single sided. This means that it is printed on one side of an acrylic sheet.
In the future, we would like to provide double boarded charms.
Do you provide accessories or keyrings?
Yes, we provide accessories and/or keyrings if selected during the ordering process. You can see the price difference when you select an option before completing your order. If you opt out of adding accessories, then you may purchase your own and attach them yourselves. Feel free to send us an email if would like to order an accessory or keyring we do not have in stock.
How do I check the status of my order?
Please do not contact us about the status of your order.
You will receive information about the status of your order via email. Once it has been shipped out, you will receive an additional email with a tracking number for the postal service you selected. Please use that number to keep track of your order.
We are not responsible for any orders once it has left our facility. We highly recommend you purchase insurance for your order. Please contact the postal service for issues regarding delays, lost items, or status of packages.
Are you based in the United States?
Yes, we are based in the United States.
Design FAQ
What color mode should I use?
Please use CMYK mode at 600 DPI. RGB is only for digital use only. Real life colors are much darker than digital colors. Therefore, you may want to brighten your artwork before sending the file. It is recommended to purchase a sample before buying in bulk or purchasing an acrylic color chart for reference.
What size should the artwork be?
Please make sure your designs are the exact size you want it to be. So if you are creating a 2 inch charm, make sure your file is 2 by 2 inches at 600 DPI CMYK. If you have questions about the art jargon, feel free to email me for an explanation.
What file format should I send my artwork as?
We accept the following file formats:
.PSD or .CLIP - for artwork files/artists
Layers included in the file should be:
Art: This layer is where your design is.
White: This layer is where you want the design to be opaque. Make sure the white layer is at least 2 pixels smaller than your art layer (If you want your design transparent, don't add a white layer or only to the parts of your design you want opaque).
Hole/Pin: Place a red X where you want your pinback or keyring hole to be placed.
.JPEG or .PNG - for non-artists
What if I exceed the file limit?
The maximum file limit is 20 MB. If your files do not fit in the website upload, use can enter a google drive link to the files.
If there is no google link textbox for the product you are purchasing, please send an email with the subject title, "File Upload" with a google drive link.
Please remember to give access to us or you may experience a delay in processing your order.
Do I need to make cutlines myself?
The cutlines are included in the price of the product, but you are welcome to make your own cutlines. For the best results, use vectors to make your cutlines and keep edges round. Make sure to account for bleed, if your design bleeds.
Can you design something for me?
We do provide custom designs services Please refer to our "Custom Inquiry" menu tab at the top of the website. Send us an email with the details of what you would like, and we can provide you with a custom quote.