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Frequently Asked Questions 

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Where are you located?
Definitive Media is situated at the Business Design Centre in Islington, 52 Upper Street, London, N1 0QH

How do I place my order?
Once you’ve had a look at our site
The best way to order is to give us a call on 020 7288 6346 / 47 or 0845 056 4213 (24hrs)
Our helpful staff will guide you through the best print/packaging solutions for your project and provide you with a clear quote. We can also help with any artwork or mastering issues you may have.


How can I pay for my order?
Payment is required at the time of order and can be made via Debit/Credit card, Cheque or Bank transfer. Orders will be shipped upon cleared funds. Please call 020 7288 6346 / 47

How long will my order take?
We will endeavour to match any deadline, but generally orders up to 1000 discs can be turned around in 24-48 hrs. Larger quantities will take 5-7 working days.

How will my order be dispatched?
We use TNT and Royal Mail Recorded to deliver your order, tracking details will be emailed once your order has been shipped

Can you ship Worldwide?
We encourage order from overseas clients. If you wish to order please call us regarding shipping cost, payment methods and availability before placing your order. We do not accept payments made via credit card from overseas customers. We require payment to be made via money transfer for orders outside of the UK. Please be aware there is a charge of £12 for administrative fees. Once we have received cleared funds your order will be shipped. For countries outside of the European Union we will always need to contact you to finalise payment and shipping details. All orders are charged at a rate depending on weight. Please phone +44 (0) 207 288 6346/47 or mail us at enquiries@definitivemedia.org

Can I see my finished project before I go ahead and confirm the order?
Yes. Usually we will email you jpeg/pdf proofs of how your disc artwork and printed parts will appear. However, we can also provide physical printed proofs upon request.

What type of files do you accept?
Artwork files need to be Hi-Res (min 300dpi); either as a jpeg, pdf (with all fonts outlined) or eps file.
Please do not include inner/outer hub guides on disc face artwork and remember to add 3mm bleed around all paper parts to be printed.
For all CD and DVD products and printed paper parts – please use CMYK or PMS (Pantone). RGB is screen colour only.
Spec sheets for all our design layouts can be found on our download page. Masters can be supplied on CD/DVD or via upload. When creating your master please use write once CD-R’s or DVD+/-R (don’t use CD-RW/DVD-RW discs) and please close the session, don’t leave as a multi-session disc.
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What is duplication and replication?
Duplication is where we burn data from your master disc to blank CD-Rs or DVD-Rs.
Replication is used to make large quantities (500 +) of CDs or DVDs from your original disc. A “glass master” of your information is made which in turn produces a stamper; used for injection moulding the information onto foil. The mastered information is then protected by layers of polycarbonate plastic, lacquered and finally packaged. Most of this process is automated. This means the discs are created with your data embedded.

What is glass mastering?
This is the process of transferring the original master to a physical image, an exact reproduction, of the pits that are on your finished disc. It is a direct imprint. The glass master is a glass plate, about 10" in diameter, coated with a light-sensitive material. During glass mastering, a laser etches very tiny pits on the material. When the master tape is played, its digital signals are converted to a coding format and this signal is fed to the special laser cutter. The glass master is very delicate, and cannot be played.

What is the difference between DVD-5 and DVD-9?
DVD-5 refers to a single layer, single-sided DVD (Digital Versatile Disc) with a capacity of 4.7GB. DVD-9 has a capacity of 8.5GB and is a single-sided, dual layer DVD.

What is a dual-layer DVD?
A dual-layer DVD is the same a DVD 9 – it is a single-sided, dual layer digital versatile disc which can hold 8.5GB of data.

What is a Blu-ray disc?
Also known as BD, Blu-ray discs are the latest development in optical media disc storage. A Blu-ray disc can have a capacity of 25GB (single-layer disc) or 50GB (dual-layer disc), meaning that it can hold over five times more data than a DVD. The Blu-ray disc can be used to store High Definition films, as well as bonus materials and interactive features.

What is the difference between PAL and NTSC?
‘PAL’ stands for Phase Alternating Line and refers to the television broadcasting standard which is used by most of Europe, amongst other countries. ‘NTSC’ is an alternative television format which is used for broadcasting in United States, Canada, Japan, as well as some parts of Central and South America. When producing a DVD, it is important to recognise which area of the world your DVDs will be played in so that your master can be produced in the correct format.

I want to burn the data onto my CDs/DVDs myself; can you pre-print the discs with my artwork?
Yes, we provide print-only services for CD-R and DVD-R formats, so that you can burn data onto each disc as and when you need to. Due to the manufacturing process involved with replication, this service is not available for replicated CD/DVDs. For further information, contact a member of our sales team for a ‘quick quote.’

I have need to replicate music, are there any legalities?
We ask that all clients fill in an 'Intellectual Property Rights form' before we replicate your discs.
The Performance Rights Service (PRS) exists to ensure:
That artists get royalties when their music is performed; and,
That the public, businesses and community groups have access to some of the world’s best loved music.
The MCPS can help you to register as the owner of any music that you create as well as providing a license for you to use copyright music on your release without breaking any laws.
Follow the procedure on the MCPS web site, it's very easy to use and the MCPS will act quickly to help you to get the correct license.
If you have any queries, please contact us for assistance.

What packaging options are available for my discs?
A range of packaging is available as shown on the site. We also offer all other standard packaging and any bespoke solutions you may require.
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What are my CD/DVD print options?
Inkjet printing is used for low volume runs. It is the same process as a standard desktop printer. The ink prints directly to the face of the disc and is great for full colour designs, though it is recommended that only limited areas of block colours are used. Water-resistant discs can be used which give a glossy finish and allow colours to show more vibrantly.
Silk Screen printing is a stencil printing process, where ink passes through unblocked areas of a mesh to produce an image. Originally Silk was used as the mesh, hence the process was known as Silk Screen Printing. The ink is pushed through the mesh by squeegee onto the discs top. The UV light then applied on top of the disc. A silk screen print is usually 85 - 100 lpi (lines per inch). The quality of the print is high and used as standard for greyscale images, very bright images, metallic images or spot colour jobs.
Litho or Offset print is the best CD print quality available at 150-175 lpi. There are 4 separate colours (CMYK). The inks are applied onto the disc top by rollers. Litho/Offset print is able to show smaller text and details of an image smoothly and clearly. Photographic images, skin tones, full colour graphics and text are all improved with this print option.

What is "on-body" printing?
On-body is the print directly on the face of the CD.

How will the on-body print and paper parts compare?
There will be slight variation due to the fact that paper is porous and a disc is not (so different drying processes are involved). All jobs are matched as closely as possible but slight variances are possible even when PMS (Pantone) colours are defined.

When do you use silk screen and when is litho print best?
The amount of background tones required for an acceptable screen print is 50%+ colour per C.M.Y.K. separation. Litho should print tone down to approx. 3%

What is meant by on-body colour films?
Silk screen printing uses colour-separated films, a different screen is produced for each film and each colour is printed onto the CD/DVD surface using a robotic squeegee which pushes the ink through the mesh of the print screen. Your design would have its own films outputted for each colour (CMYK and white for the base), each with your specific design (like a template).

What is your returns policy?
We want you to be delighted with the products you receive .We will address any errors that we have made. If there is a complaint on a disc we normally ask for samples to be returned. We will then investigate the problem and if it is found to be a valid defect which was our fault we normally offer to re-run the goods at our cost. If we do a re-run we usually ask for the rejected discs to be returned.

Returns are subject to the Quality Control investigation. Only if the problem is our fault would we offer to re-run the goods. For example if the problem was a colour issue and we had not been sent anything to match to, then we could not accept liability as we were not to know what the exact colour should be.
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  Definitive Media Business Design Centre 101G 52 Upper Street London N1 0QH 020 7288 6347 / 46  
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