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Customer Service > Frequently Asked Questions

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:
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.
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.
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.
How soon will I receive my checks?

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

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.
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.
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

Why was my package delivered by the United States Postal Service when I purchased UPS Trackable delivery?

Identity Checks utilizes UPS Surepost. With this service your package is delivered to your destination city by UPS. It is then transferred to your local Post Office carrier for final delivery. Your package is Trackable all the way to your doorstep and can be viewed through UPS.com and USPS.com. For more information on this service visit UPS.com.

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.

How are taxes calculated on orders?

Taxes are currently collected for Colorado, Kansas, Maryland, New Jersey and Ohio residents.

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Ordering By Mail:
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.
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.
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.
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.

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Online Ordering Questions:
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.
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.
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.
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.
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.
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.
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:
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.
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.
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.
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.

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Product and Price Questions:
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.
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

How many checks are in a box?

One-part Personal Top Tear checks: 125 per box
Duplicate Personal Top Tear checks: 100 per box

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Photo Product Questions:
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.
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.
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.
What file types are accepted?
We accept the following file types: .JPG, .JPEG, and .BMP files.
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.
4. You do not have Flash Player version 6 or later installed on your computer, which is needed to upload and edit your photograph. Click here for Flash Player download.
Can all Custom Photo Products be printed in full color?
Yes. If you upload a full color photograph, your products will be printed in full color. Please note that the color on personal checks will be lightened to comply with ANSI (American National Standards Institute) Standards. This ensures that your checks will meet all bank regulations. If a black and white photo is submitted, your products will be printed in black and white.
Can I get more than one picture printed?
Yes. You can submit up to four photos to be printed on your checks with our rotating series. At this time, all other products are limited to one photo per item. We cannot create collages from your photos.
Will you accept professional photographs or photos from magazines or other printed materials?
Artistic Checks cannot reproduce any copyrighted or trademarked images.By submitting your order, you agree to defend and indemnify Identity Check Printers from any claims that any person or entity may assert against Identity Check Printers for any copyright or trademark infringement.
Can I supply a disk with the photo I wish to use on my Custom Photo Products?
At the present time, orders for photo products are only accepted through our website.
Why are the images on my checks so light?
The images printed on personal checks must be lightened considerably in order to comply with ANSI (American National Standards Institute) Standards. If we print your checks too dark, your bank could refuse to process them.
What type of photos work best?
Photo checks: Horizontal photos that are clear and sharp work best. Avoid photos that are too dark or too light, out of focus or very busy. Images will be lightend on your checks in order to comply with bank standards.

Are photos saved electronically for reorders or do I have to re-upload my photos for a reorder?
We do save your images for exact reprints. However, if you require any photo changes to your original order, you will need to resubmit your photo. Reorders without changes can be processed through our Quick Reorder process (checks only) or you may call our Customer Service Department toll-free at 1-877-286-0084.
If there is a flaw in my photo, can you fix it?
We do not touch up photos. So keep in mind, if there are flaws in the original photo, they may be evident in the reproduction. Please edit your photos prior to uploading.
Will my photos be used without my permission?
No. We will not use your photo(s) for any purpose, other than to manufacture your order, without your express written permission.
Security Questions:
Will my Identity Checks include security features to prevent and detect check fraud?
The lock icon to the right of the word "Dollars" indicates the check contains security features to prevent and detect check fraud. Some of these features include:

  • Micro-Security Print, A very small print that will break up if someone attempts to photocopy your check.
  • Chemical Protection and Erasure Protection, produce stains or spots if someone tampers with your check.
  • Security Screen on the back of each check, signals an "Original Document" from a reproduction.
Other features are not disclosed to provide even greater protection. All security features exceed financial industry requirements.
Will my personal and financial details be protected when I order online?

Maintaining your security is a priority for Identity Checks. Our website uses a secure server and encryption technology. Any information you submit via our website is encoded, and only our company can read it. Every time you write a check, your account details are made public. We take our responsibility for handling and protecting your information very seriously. Our procedures include numerous security evaluations to monitor your order until it is safely in your hands.

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Bank Comparison Questions:
Is it safe to order checks from someone other than my bank?
The only significant differences in ordering from Identity Checks are that you have many more designs to choose from, you can customize your order exactly as you wish, and you will pay less than banks charge for plain checks! Your bank doesn't print the checks it sells you. Banks contract with national check printers, and the standards Identity Checks must follow are exactly the same as your bank's printer. When you order from Identity, you're ordering direct from the manufacturer. That's why we're able to offer you more choice for less money.
If I don't order checks through my bank, can the bank refuse to process them?
Regardless of where you purchase your checks, your bank cannot refuse them. It is important, however, that you are certain your checks are printed to universal standards used in the financial and retail industries. Identity Checks meet or exceed all standards established by the American National Standards Institute (ANSI). There are the very same standards any printer who contracts with a bank must follow.
Why isn't my bank's street address printed on my checks?
We follow the specifications established by the American National Standards Institute. These standards require that the bank's name only be displayed.
How can Identity produce exclusively designed checks for less than banks charge for plain ones?

The prices your bank charges for checks must be high enough for both the printer and the bank to make a profit. In other words, banks' prices are higher because they have to mark up twice-once for the bank and once for the printer. When you order direct from the manufacturer with Identity, there is no middle layer to inflate prices and slow down service.

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