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Frequently Asked Questions

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If you have completed BruinBuy training you are may place your Castle Press order through our BruinBuy Supplier Site as an alternative to our regular UCLA catalogs.
BruinBuy support has created an instructions PDF for accessing the Supplier Site.
 
Frequently Asked Questions

Before placing your order questions
How do I login?
I forgot my password.
Can I use the BruinBuy Supplier Site?
I cannot find my department or school.
I can't find a template that meets my requirements.
I found the right template, but I need to make a minor change for my order.
I discovered a mistake before submitting my order.

Order placement questions
My purchase order number is not accepted.
I placed an order and then discovered a mistake.
I found a mistake on my order after the Friday 3:00 PM cutoff.
How can I get an order printed sooner than the regular weekly delivery date?
An order that I placed a while back does not appear on my computer.
When will I receive my order?

After order placement questions
I did not receive my order when I thought I should.
I received an e-mail that my order was going to be delivered but have not received it.
There is a mistake on my order that I just received.

 
Before placing your order questions
 
How do I login?
It is quick and easy. If this is your first visit, select Register which appears on the left column of the login page. Complete the information which includes creating your own login and password and you are set to go.
 
I forgot my password.
Not a problem. Select Forgot Password in the left column. Complete the information requested and your chosen password will be immediately sent to your e-mail address.
 
Can I use the BruinBuy Supplier Site?
If you have completed BruinBuy training, you are eligible to place your Castle Press order through our BruinBuy Supplier Site. For complete instructions, click here.
 
I cannot find my department or school
This is understandable, there are currently over 50 different department or school order sites available. For a complete listing, click here.
 
I cannot find a template that meets my requirements.
You can request creation of a new template by selecting New Template Request Site which appears in the lower half of the left column. In the Comments box, explain your specific requirements. A new layout will be created and submitted to you for proofing and verification of your request. Upon your approval, your new template will be posted on your site for future use. This can be accomplished within three working days. The one-time cost of a new template is $150.
 
I found the right template, but I need to make a minor change for my order.
If you would like to make a one-time change for this order, you can do so by requesting a Special Service Design Alteration. This alteration will apply to your current order only, so if you think that you may want to make the same change in the future, consider creating a new template. The one-time Design Alteration can be accomplished within two working days and costs $50 in addition to the cost of the product.
 
I discovered a mistake before submitting my order.
This is no problem. Return to "Step 1: Enter Data" and make your correction in the appropriate data field. Click the "Click Here to Save Data" button again to recreate your PDF. Review, proofread and approve your PDF. When you are satisfied, proceed to Step 3 to order the item, then complete the delivery information and then click "Process Order/Checkout" on the Order Summary screen to submit the order.
 
Order placement questions
 
My purchase order number is not accepted.
Before the system accepts your order, the purchase order number posting is verified. UCLA purchase orders are batch posted every night. New purchase orders will be valid the following day.
 
I placed my order and then discovered a mistake.
This is not a problem if you make your discovery before the Friday 3:00 PM cutoff. Please reply to your e-mail acknowledgement message, using Reply to All, with the subject line "CANCEL ORDER". Castle Press will cancel this order. Then you can recreate the order with the correct information and use the original purchase order number. There is no additional charge for canceling orders in this manner.
 
I found a mistake on my order after the Friday 3:00 PM cutoff.
We actually begin preparing all of the orders at 1:00 PM on Friday. Revising an order after 3:00 on Friday will incur additional costs to stop the production process and make the revision. For this reason the cutoff time is firm.
 
How can I get an order printed sooner than the regular weekly delivery date?
This can be accomplished by requesting an "Off-Schedule Delivery". Because of the special handling, production workflow and separate delivery, the additional cost for this service is $175 (per order, not per item) plus the cost of the item. This is a costly option and should only be considered when the delivery date is critically important, because it requires that we print your order individually rather than in combination with the regular weekly print run.
 
An order that I placed a while back does not appear on my computer.
The most recent order that you placed for an item remains in your system. If you place a new order for the same type of item (such as a new business card) then the previous order is overwritten. However, any previous PDF you have rendered will available on the data entry page. By clicking on a link to a previous PDF, the variable data from that PDF will be pre-filled in the data entry fields.
 
When will I receive my order?
The weekly cutoff for orders is 3:00 PM Friday with delivery or UPS shipment the following Wednesday. The exception to this is when a holiday falls on Monday, then that week 's delivery will be made on Thursday. Make sure that your order is placed before the weekly cutoff, and (if required) that your supervisor approval is received by 3:00 PM; if not, your order will go into the following week’s production cycle.
 
After order placement questions
 
I did not receive my order when I thought I should.
The most common delay in order processing is when orders require supervisor approval. If your order requires supervisor approval, you will receive two separate acknowledgement e-mails. The first e-mail acknowledges that your order was placed but requires your supervisor’s approval. At this point, your order has not yet been submitted to Castle Press for processing. The second e-mail acknowledges that your supervisor has approved your order; at this point, the order is submitted. The second e-mail will include the delivery or ship date.

As a precaution, if you have not received your supervisor approval email by Thursday afternoon, it is a good idea to check with your supervisor to make sure that your order makes the 3:00 PM Friday cutoff.

 
I received an e-mail that my order is going to be delivered but have not received it.
When your order has left our facility and is on our van for delivery, you will receive an e-mail notification. For orders delivered by the Castle Press van, you will receive your order by 3:30 P.M. on that day. For orders shipped by UPS, you will receive your order the next day.
 
There is a mistake on my order that I just received.
Careful proofreading and verification are mandatory for this system. We do not re-typeset orders; the approved PDF file created during the order process is the actual digital file used to print your order. If there is a mistake in the PDF file, that mistake will appear on the final product. As part of the negotiation process with UCLA Purchasing, it was decided that the responsibility for text or content errors which were present in the original order lies with the end user. If an error is mistakenly approved and printed, the only option is to reprint the item which will require a new purchase order.