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Customer Service > Frequently Asked QuestionsSplit Line

Frequently Asked Questions

General Ordering Questions
Ordering By Mail Questions
Online Ordering Questions
Quick Reorder Questions
Product and Price Questions
Photo Product Questions
Security Questions
Bank Comparison Questions

General Ordering Questions:
triangle arrow Will Identity Checks include changes that have taken place at my bank?
When banks merge, change names or revise their operations, this can sometimes affect how your checks should be produced. Our database is updated often, so we may already have your bank's changes. If not we will contact you to get it updated.
triangle arrow Is there a place for my phone number, license number or other information on my checks?
You may include up to 5 lines of personalization on your checks. For your protection and due to laws in several states, printing social security numbers on any material to be delivered by mail is no longer permitted. For security reasons, Identity Checks recommends that you avoid including your driver's license number or date of birth on your checks.
triangle arrow How do I place my order with Identity Checks?
You have three options:
1) Submit your order online via our SECURE server.
2) Call toll-free 1-877-286-0084 (2-box minimum and phone fee apply).
3) Order by mail.
triangle arrow How soon will I receive my checks?

To learn more about Shipping options,view our Shipping & Handling Rates and Times page.

triangle arrow Can I check on my order?
You can check your order's status on our website. Simply go to the Order Status page and follow the directions to check the status of your order. You can also call toll-free: 1-877-286-0084.
triangle arrow How do I use the coupon I clipped?
If you have a printed advertisement with an Offer Code in the coupon section, you may enter that code during checkout to receive the pricing you see in the ad. If you have ordered from Identity Checks before, you are not eligible for first-time customer offers.
triangle arrow Why did I receive my order in separate packages?

Our aim is to get your order to you accurately and quickly. To maintain efficiency in our manufacturing plant, we ship products as soon as they are complete. This means parts of an order could be packaged separately-especially if you've ordered multiple products. All items in your order should arrive within 5 days of the first package. If you have questions, please contact Identity Customer Service via our website or by telephone: 1-877-286-0084

triangle arrow What is your return policy if the customer is not satisfied with the checks ordered?

We have a 100% satisfaction guarantee on our products. Please call and speak with one of our Customer Service Representatives. You may reach us at 1-877-286-0084 Monday through Friday from 6:00 AM to 9:00 PM and Saturday from 7:00 AM to 3:30 PM Mountain Time.

triangle arrow Does my order include tax?

Yes, every order will be charged applicable state and local tax.


Ordering By Mail:
triangle arrow What information do I send to place a new order with Identity Checks?
You need to send in the following items:
1) Voided Check from your current supply
2) Deposit Slip from current supply
3) Completed Order Form
4) Payment Check made payable to Identity Checks.
triangle arrow If my account is new and I don't yet have checks, what do I send in to Identity?
When you open a new account, your bank will issue you temporary checks. You can send in one temporary check that's voided and one temporary check for payment. PLEASE NOTE: You need to send originals that are encoded with your bank's routing number and your account number.
triangle arrow How do I order if I've used all my existing checks?
First time orders must include a voided check and a payment check from the same account; this is for our customers' protection. If you've used all the checks from your current supply, you can get temporary checks from your bank. You can send in one temporary check that's voided and one temporary check for payment. PLEASE NOTE: You need to send originals that are encoded with your bank's routing number and your account number.
triangle arrow Are coupons clipped from newspapers or magazines OK to send?

If you have a printed advertisement with an Offer Code in the coupon section, you will have the opportunity to enter your code during the checkout process, or submit the order form along with your payment check to us through the mail.


Online Ordering Questions:
triangle arrow How do I order online?
1. Select a category from the navigation section across the top of the page (Checks, Accessories, etc.).
2. Select a design.
3. Select which products from that design you would like to order (Checks, Checkbook Cover, Labels, etc.). If ordering checks you must select format and quantity.
4. Click on "Add to My Order" button.
5. You can either proceed to Checkout (by clicking on "Checkout" button) or continue shopping by selecting a category.
triangle arrow What should I check first if my computer's experiencing problems with the site?
To place an order online with Identity Check Printers, you should use the most recent version of your web browser. Our site is optimized to work best with Internet Explorer 8 and 9 and the latest versions of Firefox, Chrome and Safari. In addition to a newer browser version, ordering online requires certain browser features to be enabled. You must be enabled to accept cookies. JavaScript must also be enabled in your browser for you to access functions necessary to place your order. While our site should work in Internet Explorer 7, older versions of Firefox and Safari, and other standards-compliant browsers, we do not guarantee full functionality in any browsers other than those recommended above.
triangle arrow Are the colors on screen exactly the same as the products?
The accuracy of color depends upon your specific monitor. Due to the wide range of computer monitors and color displays, however, you should consider the colors you see on your screen to be representational. Product images are enhanced to show details.
triangle arrow What do I do if I get an error message?
If an error message appears, please call Customer Service toll-free 1-877-286-0084.
triangle arrow Can I pay for my online order via credit card?
For orders placed through our online ordering system, we accept VISA, MasterCard, Discover and American Express. We will authorize your card for the purchase amount when you place your order online. We will not actually charge your credit card account, however, until we ship your order.
triangle arrow Can I place the order online if the address on my checks differs from my credit card billing address?
If you have a check in your order, your shipping and billing information will be pre-populated from your check personalization. For your security , if your shipping address and billing address are different, your bank will need to verify both addresses are correct. All check orders are subject to address verification procedures to ensure against fraud.
triangle arrow How will I know if Identity has received my online order?

First you will see an Order Confirmation Page as soon as you place your order. You will receive an email confirming your order within 24 hours of placement.

Quick Reorder Questions:
triangle arrow How do I place a Quick Reorder?
Click the Quick Reorder button from the navigation bar on our site. On the Order lookup page, enter the routing number and account number printed on your checks, as well as the shipping zip code from your last order. That will enable us to retrieve your previous order and display it for you. You may choose to reorder the exact same item as before or make certain changes. For security reasons, we do not display all personalization information from your previous order. Payment for quick reorders can only be made by debiting the order total from your checking account.
triangle arrow I tried to place a Quick Reorder, but my previous order could not be found.
There could be a number of reasons why that happened. Please ensure you entered your information correctly. If you are still experiencing problems, please call Customer Service toll-free at 1-877-286-0084 or use our regular online ordering process to place your order.
triangle arrow Why can't I see all of the information from my previous order?
As a security measure, your previous personalization, such as home address and bank information, will not be displayed. Reorders will be printed with the exact same personalization as the previous order and will be shipped to the same address as the previous order.
triangle arrow I want to reorder, but I need to make changes to my personalization. How can I do this?

To reorder with personalization changes, use our regular online ordering process or call Customer Service toll-free at 1-877-286-0084.


Product and Price Questions:
triangle arrow What types of checks can I order from Identity Checks?
Our company produces checks in two different formats: Singles and Duplicates.

Duplicate Checks are similar to Singles, except each check is backed by carbonless copy. When you fill out your check, you tear out the check portion like always. The copy part stays in the book so you have an instant copy of the check you just wrote. With Duplicates, you no longer have to panic if you forget to record a check because you still have a copy to refer to.

Single Checks are the standard format. They are one-part checks that are bound together in a book.

All Identity Checks check designs are available in both Single and Duplicate format.
triangle arrow Why does it matter if I'm a First Time Customer or a Reorder Customer?

Customers placing an order for the first time with Identity Checks receive special low introductory pricing on personal checks to welcome them to the savings and convenience of ordering checks direct. People who have already tried Identity Checks and are placing a repeat order are valuable Reorder Customers and are eligible for reorder specials and offers. If you're not sure if you've ordered from Identity in the past, just call Customer Service toll-free: 1-877-286-0084

triangle arrow How many checks are in a box?

One-part Personal Top Tear checks: 100 per box
Duplicate Personal Top Tear checks: 100 per box

triangle arrow Why are you moving from 4 to 2 pads on single check orders?

We have simplified our packaging for your convenience and hope you find changing check pads less frequently more convenient. The number of checks is still the same at 100 checks per box. Duplicate Checks will remain at 4 pads per box.

triangle arrow Why does my check packaging have a new look?

In order to provide superior protection for your checks, we have updated our packaging. This unique check holder is convenient, consumes less paper and is 100% recyclable. We hope this helps you protect your checks while using it at home or on the go.


Photo Product Questions:
triangle arrow What is resolution?
Resolution determines the quality of your photo. A high-resolution image is clear and shows more detail, so it will reproduce better on your Custom Photo Products. Image resolution is measured in pixels.
triangle arrow What are pixels?
Pixels are tiny colored dots, which make up any photo. A photo that contains more pixels will remain clear as you increase its size. Your image must be at least 36 dpi (dots per inch) in order to be uploaded.
triangle arrow What are the file size requirements?
There are three size requirements for Custom Photo Products:
1. Pictures must be at least 432 pixels wide and 198 pixels tall.
2. Pictures must be at least 36 dpi (dots per inch).
3. Pictures must be under 4MB in file size.
triangle arrow What file types are accepted?
We accept the following file types: .JPG, .JPEG, and .BMP files.
triangle arrow Why won't my photo upload?
Your photo may not upload for the following reasons:
1. The file format is incorrect. The formats allowed for Custom Photo Products are .JPG, .JPEG, and .BMP.
2. The image size is too large or too small.
3. File size is too large. Files must be 4MB or smaller.
triangle arrow Can all Custom Photo Products be printed in full color?
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