Frequently Asked Questions – Products

September 10, 2020

General Questions

I wasn't able to find the answer yo my question. How do I contact Eventgroove for additional information? is focused on you, the customer. We want to make it easy for you to communicate with us. One of the best ways to do that is by using the Ask a Question Form. It’s quick, and more importantly, it is sure to reach us.

CUSTOMER SUPPORT: or 0808 1683766

Unit 2, Brook Trading Estate Unit 2, Brook Trading Estate, Deadbrook Lane
Aldershot, Hampshire
GU12 4XB

Can my non-profit organization get a discount? We're working for a really great cause.

How much will it cost to ship my order and how long will it take?

Shipping costs vary depending on the weight of the order and which shipping method you choose. To view a price for each shipping option, add the item to your shopping cart. When you are viewing the item in your shopping cart there is a box directly under the contents of your cart that asks for a post code to estimate shipping. Enter your post code and hit the button and the page will then generate a popup window that displays the different shipping options and costs. This tool is also available on the different product pages next to the field that allows you to select quantity.

How do I track my order through shipping?

To track the UPS shipping information for your order, simply visit our web site,, and sign in to your account. On the right hand portion of the screen there is a box titled, “Track My Packages,” this box will have links to your orders that have been shipped and can be tracked through UPS. Royal Mail does not offer tracking.

Your account page also contains information about previous orders and the dates that orders shipped from our facility.

Is it possible to have my order shipped to an address that is outside of the UK?

Yes, does ship outside of the UK using UPS only.

Just input your address.

Can I cancel an order after it has been placed?

Orders can be cancelled by calling our Customer Support Staff at 0808 1683766. If the order has not been processed we will generally cancel the order and issue a full refund.

At, each order is prepared and custom printed specifically for each individual customer. Unfortunately, we cannot reuse product that is cancelled while being processed. If we have started processing your order, we will need to charge for materials and processing. However, we will refund you for any costs (e.g. shipping) which we have not yet incurred.

What ticket stocks are suitable for printing raffle tickets and other tickets that require a stub?

All of the ticket stocks offered on are quality card stocks suitable for printing tickets with stubs. The paper that is used in most office applications is 75 gsm-120 gsm. In comparison, the medium weight ticket stock that we offer is a 175 gsm paper for coloured stock, and is the approximate weight of a business card. The 165 gsm is considered a heavy card stock and is offered in white, with a smooth matte finish or semi-gloss.

Is online credit or debit card payment the only method of payment you offer?

As of right now, we only accept payment with credit or debit cards. If you are more comfortable purchasing over the phone with your credit or debit card, please call us at 0808 1683766.

How will I receive my order?

The box we send to you will contain your purchase along with the receipt which lists all of the contents of the package.

Printed tickets are shipped in stacks with a cover sheet on top that lists the ticket numbers in the stack. Ticket stacks will also have a rubber band holding the tickets in place to prevent the tickets from becoming uncoallated. Lastly, we pack each box with recycled shipping material to prevent shifting and hence damage to your products.

How do I contact the CEO of Eventgroove directly?

To contact our CEO, Lance Trebesch, please send an email directly to Please do not change the subject line as this will help ensure that your message is not caught by our spam filters.

No one else will see your email. We value the thoughts of our customers so please do not hesitate to let us know what we could be doing to serve you better. Thank you for taking the time to contact us.

Does print or sell roll tickets? does not offer roll tickets of the type that are often seen at carnivals or other events. We do sell customised tickets with or without a stub that can either be pre-separated or perforated between the tickets for the customer to separate. Examples of the types of tickets that we sell can be found both in our quick ticket library and in our collection of ticket samples.

How can I change my billing or shipping address?

Right now there are two ways; call 0808 1683766 or send us an email indicating such at If it’s urgent, we suggest you call us immediately, but if you prefer to send an email to support, please put ‘Urgent Address Change’ on the subject line.

There is a £3.35 nonrefundable charge for changing the shipping address after an order has been placed.

Can I get my tickets stapled?

Absolutely. We do offer stapling. The maximum amount we can offer is 10 per book.

Processing times for tickets with stapling:
1 – 1000 tickets; 1 business day to process
1001 – 5,000 tickets; 2 business day to process.
5,001 – 10,000 tickets; 3 business days to process.
10,001 – 25,000 tickets; 4 business days to process.
25,001 – 50,000 tickets; 6 business days to process.
50,001 – 75,000 tickets; 8 business days to process.
75,001 – 100,000 tickets; 12 business days to process.
100,000 + tickets; 15 business days to process.

Once I have input my information my template, how do I submit my order?

After your template information is correct, and you have chosen your paper type, stapling options, and quantity, click on the continue option at the bottom of the page. This will show you a proof of your ticket. After viewing your proof, please read and click the disclaimer and add it to your cart. Click continue and this will guide you through the shipping, billing and checkout page.

You will be prompted to set up an account (if you are a new customer) or to sign into your existing account.

An automated email order confirmation will be sent to the email address you have in your account.

Can I place a reorder of the same ticket with some changes?

Yes. Simply click on “My Account” and go to your order history. Find the item you would like to reorder and click on it. There will be an option button to reorder. When you click reorder, this will take you to the page where your information was originally typed in and will allow you to make any edits before adding item to your cart.

Merchandise - Design

How does my image file affect the print job?

The quality of your product depends on the print file you submit. Some of the things you must keep in mind are: Maximum size of print area depends on the product you choose.

What are the image resolution requirements?

For most products, your print file has to be at least 150 DPI (dots per inch) to ensure optimal print quality. There are, however, some products that require 300 DPI. Resolution is very important. If a low-resolution file that’s scaled up is printed, the design would be blurry and pixelated.

What type of file should I use?

Accepted print file formats: PNG, JPEG

Can I fix my image resolution?

You may think that enlarging the print file size, or increasing its DPI will solve the problem. But the root of the problem is that you’re still submitting low-quality image. Even 300 DPI doesn’t guarantee a quality print if you use a low-quality file in the first place.

Can I have a background in my image?

Avoid using background unless it’s a part of your design – this is especially important for the designs you want to print on apparel.

If you’re printing design with a black background on a black garment, you’ll be left with a greyish rectangle around your design.

Will the product I order affect the print quality?

Every product has a different texture and feel when printed. Think about what the print’s going to be, and whether or not it will look good on that specific product.

Remember that your designs will also look slightly different depending on the fabrics and fabric blends you print on. For example, as a rule of thumb, ink is more spread out and looks more faded on sweatshirts than t-shirts since it’s made from a thicker fabric.



Merchandise - Delivery

When will I get my order?

It takes 15-20 days to fulfill an order (due to Covid-19 delays), after which it is shipped out. The shipping time depends on your location, but can be estimated as follows:

  • USA: 5-​8 business days.
  • International: 10-20 business days.


Will I be charged customs for my order?

Additional customs and tax fees can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now, but I still do not have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address.
  • Ask your local post office if they have your package.
  • Stop by your neighbors in case the courier left the package with them.

Pro tip: Package theft is on the rise—​If you are expecting a home delivery and you know you will not be home to accept it, use an address where you know you’ll be!

If the shipping address was correct, and the package was not left at the post office or at your neighbor’s, get in touch with us at with your order number.



Merchandise - Orders

How do I track my order?

If your shipping method includes tracking, you will receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, you can reach out to us at

I received a wrong/damaged product, what should I do?

We are so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. We will get back to you with a resolution as soon as possible!



Merchandise - Returns

What is your return policy?

Returns and exchanges are not offered, but if there is something wrong with your order, please let us know by contacting us at!

Do you offer refunds?

Refunds are only offered if you receive the wrong items or damaged items. If this is the case, please contact us at with photos of wrong or damaged items and we will investigate right away.

Can I exchange an item for a different size/color?

We currently do not offer exchanges.

If an item you ordered was mislabeled, please let us know by emailing within a week of receiving your order. Include your order number and photos of the mislabeled item, and we will send you a new one, or issue a refund!



Want to see Eventgroove in action?

We’d love to show you! Schedule a one-on-one demo with our expert sales team.

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