Turnaround SLA

Most jobs deliver same-day. We publish the windows.

Production buyers can't ship a job until the file is right. Our turnaround commitments are written down, tracked, and refunded if missed.

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VectorWiz turnaround is keyed to the complexity tier: Simple and Medium files within 8 business hours of checkout, High within 24 hours, Complex within 24–48 hours. Business hours are 9 AM–6 PM US Eastern, Monday–Friday. Same-day rush is available on Simple/Medium ordered before 11 AM ET; after-hours rush carries a +50% fee — email hello@vectorwiz.com to arrange it. Pro subscribers get priority queue placement.

Standard turnaround windows

Time starts at checkout (or when credits debit, for subscribers). All windows assume US Eastern business hours, Monday–Friday.

Standard turnaround windows

Tier	Credits	Standard window	Rush option
Simple	10	≤ 8 business hours	Same-day if before 11 AM ET
Medium	20	≤ 8 business hours	Same-day if before 11 AM ET
High	35	≤ 24 business hours	+50% fee, email us
Complex	60	24–48 business hours	+50% fee, email us
Multi-file	Bespoke	Email us	Email us

Rush policy: when the press is waiting and the file isn't.

Rush options

Aspect	Same-day rush	After-hours rush	Production-stop emergency
When	Submitted before 11 AM ET	Evenings, weekends, holidays	Press idle, customer waiting
Cost	No surcharge — Simple & Medium	+50% surcharge	Email us, escalation
How it works	Files ordered before 11 AM ET typically deliver before end of business that day. No fee on top of the standard price — same-day is the default for routine work, not a premium.	On-call designer turns around urgent production-stop jobs outside business hours. Email hello@vectorwiz.com before you order; we'll confirm the surcharge and the realistic delivery window.	If a press is genuinely idle and a customer is waiting, email hello@vectorwiz.com. We escalate, jump the queue, and deliver as fast as is technically possible. Reserved for genuine emergencies.

Revision SLA: revisions return faster than the original.

The original designer is already familiar with the artwork and your tooling spec, so revisions don't need a fresh review pass. Most revisions deliver in under 4 business hours.

Revision SLA targets

Stage	Target
Original delivery	Per tier (8 / 24 / 48 hrs)
First revision	≤ 4 business hours
Second + revision	≤ 4 business hours
Designer unavailable	Senior reassign within 8 hours
Production-stop revision	Same-day, on-call

Frequently asked questions

Direct answers to what production buyers ask before placing their first order. Question missing? Ask us.

What's the standard turnaround?

Simple and Medium tier files return within 8 business hours of checkout. High tier files within 24 hours. Complex tier within 24–48 hours. Multi-file bundles are bespoke — email hello@vectorwiz.com for their delivery window.

What counts as 'business hours'?

9:00 AM to 6:00 PM US Eastern Time, Monday through Friday. Orders placed after 6 PM ET enter the queue at 9 AM the next business day. Rush orders bypass this window — see below.

How does rush work?

Same-day rush is available on Simple and Medium files ordered before 11 AM ET — typically delivered before end of business that day. After-hours rush (evenings, weekends) carries a +50% rush fee; email hello@vectorwiz.com to arrange it before you order.

What if I need a hard deadline?

Email hello@vectorwiz.com with the deadline before ordering. We'll either confirm we can hit it (most jobs) or counter-offer with the soonest realistic delivery. We don't accept jobs we can't deliver on.

What's the SLA on revisions?

Revision requests typically turn around in under 4 business hours when the original designer is available. The same designer handles revisions for continuity; if they're unavailable, a senior designer picks it up within 8 hours.

Are subscribers prioritized?

Pro subscribers get priority queue placement on every job — they're processed ahead of per-job and Starter customers in the same complexity tier. Starter subscribers process at standard speed and pay with monthly credits instead of per-job billing.

What happens if you miss the SLA?

We refund the credits or the card charge on the missed job. We track SLA hits internally and surface the rate on customer dashboards so you can see actual performance, not just promises.

Are international customers slower?

No. The designer team works US Eastern hours, but submission and delivery are async — your local time zone doesn't change the per-job SLA. Pacific, Mountain, Central, Eastern all see the same delivery windows; international customers see roughly the same turnaround offset by their UTC distance.

Got a deadline?

Upload your job. The delivery window shows before you check out.

Checkout shows the expected delivery date for the graded tier. Got a hard deadline? Email hello@vectorwiz.com first — if we can't hit it we say so up front. We don't take jobs we can't deliver.

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Need something custom? Email hello@vectorwiz.com