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Frequently Asked Questions
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If you are already registered on any castlepress.net site,
please enter your Email or Login User Name and password.
If you are not yet registered, click "Register" at the left.
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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
Questions before placing an order
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
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?
How do I access a previously created PDF?
Delivery questions
When will I receive my order?
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.
Questions before placing an order
How do I login?
It is quick and easy. If this is your first visit, select Register in 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. To refresh your memory, see instructions PDF prepared by BruinBuy support.
I cannot find my department or school
This is understandable, there are many different department or school order sites available. For a complete listing, see castlepress.com/ucla. If your school or department is not listed, use the General UCLA Staff catalog.
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. We will manually edit your website-generated PDF. 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.
Cost for a Design Alteration is $50 in addition to the cost of the product.
I discovered a mistake before submitting my order.
This is no problem. Click the item name in your Order Summary to 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 update the item on your order.
Order placement questions
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.
How do I access a previously created PDF?
Once a PDF is placed on an order it is saved with your account. Previous PDFs are available on the data entry page for the item that was ordered. Click the link above the Step 1 data entry fields, then click Use Data and the variable data from that PDF will be pre-filled in the data entry fields. You can make any needed edits. Then save the data to create a PDF for your new order.
Delivery questions
When will I receive my order?
The weekly cutoff for orders is 3:00 PM Friday with campus delivery the following Wednesday. Off-campus orders are shipped via UPS on 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 production cycle for the following week.
I did not receive my order when I thought I should.
The most common delay in order processing is for orders that 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 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 if you are in Southern California.
There is a mistake on my order that I just received.
Careful proofreading and verification are mandatory for this system. The approved PDF file created during the order process shows how your order will be printed. 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.
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