FAQ
Frequently Asked Questions
We Have The Answers
General
How do I create an account?
New customers can sign up for a free account through our website or contact our Customer Care department.
What is my customer number?
We assign a customer number to your account to track important details of your order, including your order history. Your customer number is typically numeric and is located on the top right of your invoice or can be found under Account Settings in your customer portal. For additional questions about your customer number, contact our Customer Care department.
Inventory
I’m almost out of labels. How can I get my labels in a hurry?
Yes, Shamrock prides itself on quick turnaround times and delivery for stock and custom items. However, we also offer expedited shipping options if you need our products sooner than the expected delivery date. For online stock orders, choose expedited shipping at checkout. For custom orders, please contact our Customer Care department to request expedited shipping.
Do you have a particular item in stock?
Shamrock carries thousands of items! To confirm the availability of any stock item, contact our Customer Care department or call 800-323-0249.
What is a stocking agreement?
We recognize that businesses of all sizes need to manage their resources effectively, especially when it comes to balancing supplies with available storage. To help our customers, Shamrock offers stocking agreements to ensure that an adequate supply of your products is available and in stock in our facilities when needed. Simply call to reorder, and we’ll ship them to you.
How do I set up a stocking agreement?
It's easy. Contact our Customer Care department to set up a stocking agreement.
Materials and Artwork
What material should I use?
Shamrock carries a wide range of materials and adhesives designed to accommodate different applications and environmental conditions. Our team can work with you to identify the material and adhesive that is right for your unique need. For a custom material consultation, contact our Customer Care department or call 800-323-0249.
Can I use a custom color?
Absolutely! Simply provide us with the appropriate Pantone color, and we will custom order the ink for you! (Please note there is a $50 charge per custom color.)
What is a label wind?
Labels and tapes manufactured on a roll often need to be wound to come off of the roll with a specific orientation, known as the wind direction. Shamrock offers eight unique label wind directions. See our diagram below:
What is a print screen?
To create variations in the shade or intensity of a color, we use a screening technique to control the amount of ink applied within an area. For example, the screening process allows the color red to produce varying shades of red and pink or to be combined with other colors to create tints.
Can you print my logo on a label?
Generally speaking, our team can reproduce almost any design. However, we recommend submitting image files so our Prepress team can adequately review the specifications. Upon request, Shamrock provides mock-ups to ensure your design meets your requirements. Use our Design A Label custom label builder or contact our Customer Care department to begin your custom label design.
Why am I being charged an art fee?
Shamrock will work with you to achieve your satisfaction before going to press. However, in cases where there are excessive proof revisions, graphics time that exceeds 45 minutes (frequently to recreate logos), or other less common scenarios, Shamrock will charge an art fee. Contact our Customer Care department to discuss your specific situation.
Pricing
Do you offer contract pricing?
Yes! Shamrock has contracts with numerous Group Purchasing Organizations (GPO). When creating your online account, please include your GPO information to take advantage of contract pricing. Please contact our Customer Care department or call 800-323-0249 if your online account does not reflect contract pricing.
Why did my price(s) go up?
Like many industries, raw material prices for paper, adhesive, and backing materials have changed drastically over the last few years. While we have done what we can to absorb these costs, we’ve had to pass on incremental price increases to continue operating and serving our customers. We encourage you to contact our Customer Care department to explore options, like a stocking agreement, that provides more consistent pricing.
Quotes and Ordering
What is a quote?
In addition to offering thousands of stock products to order online, Shamrock specializes in custom products to meet your unique needs. We are happy to provide a quote for your custom order.
Several factors go into generating a quote, including your project’s complexity, whether a new plate or die is required, what materials or adhesives are needed, and how many colors will be printed.
How do I request a quote for a custom order?
We offer multiple ways to request a quote for a custom order. To request a quote for a custom project, contact our Customer Care department or call 800-323-0249.
Also, we encourage you to use our Design A Label custom label builder on our website to design your label or upload your design. After we receive your submission, our team will contact you for additional information needed to generate a quote.
How do I submit an order?
All of our stock products are available online, 24 hours a day. You can also email your order to CustomerService@shamrocklabels.com. However, if you have a custom order or can’t find something on our site, contact our Customer Care department or call 800-323-0249.
How long does it take to receive a proof?
Shamrock proofs typically take 24 - 48 hours. Please contact our Customer Care department if you do not receive your proof within this timeframe.
Order Status
How can I view my order history?
If you placed your order online, your order history is accessible through the orders tab in your Customer Portal.
How do I check the status of my order?
We’re happy to help. Contact our Customer Care department or call 800-323-0249 to check the status of your order.
How do I find out my lead time?
Our goal, as always, is to provide you with the shortest lead time possible for your custom or stock orders. However, due to the nature of our industry, lead times are constantly changing. We suggest you contact our Customer Care department for the current lead time on your order.
Can I track my order?
Tracking information is available for all Shamrock shipments. Contact our Customer Care department or call 800-323-0249.
Shipping
How quickly will stock items ship?
Shamrock ships thousands of our stock products within one business day of an order’s receipt. However, in the case of material shortages or supply allocations, certain exclusions may apply.
What is the cutoff time for an overnight or premium shipment?
Orders must be placed by 12 pm CST to be processed in time for overnight or premium shipment. This deadline also applies to 2nd Day Air and 3rd Day Select shipments. If you would like to change the shipping option on a previously submitted order, contact our Customer Care department or call 800-323-0249.
Which carriers do you use for shipping?
Shamrock’s primary carrier is UPS. However, if you would like to ship via FedEx (or another carrier), we can certainly accommodate you! Contact our Customer Care department to arrange other carrier options.
Can I use my FedEx/UPS account?
Of course! Please provide your FedEx/UPS account number at the time of order placement, and we will be sure to utilize it at no additional charge.
Can I save different addresses for billing and shipping in my account?
Yes, our online system allows you to list an address for billing and a different address for shipping if needed. If it’s your first time placing an order, add these addresses at checkout. If you are a returning customer, sign in to the customer portal, go to your account profile, and access the address book to enter your billing and shipping addresses.
Upgrades and Improvements
What has changed at Shamrock Labels?
Shamrock Labels and Drug Package have merged to bring you a stronger, more efficient service. We’ve upgraded our technology, streamlined order processing, and enhanced customer support to ensure a smoother, faster, and more reliable experience.
Will my orders be processed faster now?
Yes! With our optimized fulfillment process, lead times are now 2-3 weeks, ensuring quicker turnaround times and more accurate order tracking.
I had issues with delayed orders in the past. Why should I trust that things have improved?
We understand past frustrations, and that’s exactly why we made these changes. Our systems are now fully integrated, our distribution is optimized, and customer response times have improved to minutes, not days—ensuring more reliable service.
How has customer service improved?
We’ve expanded our support team, improved response times, and implemented new systems to assist you more efficiently and effectively. You can now expect faster, more personalized support.
Are product prices changing due to these improvements?
Our goal is to continue providing competitive pricing while delivering enhanced service. If any pricing adjustments occur, we will communicate them transparently.
Who can I contact if I have questions about my order?
Our customer service team is available at (800) 323-0249, or email us at customerservice@shamrocklabels.com. You can also check order status through our online portal.
What’s next for Shamrock Labels?
We are committed to ongoing improvements, expanding our offerings, and making further enhancements to serve you better. Thank you for being part of our journey!