Frequently Asked Questions

Below are some of the most common questions we are asked.

Click on the question to see the answer.

1 - How long will it take for my order to arrive after it has shipped?

Estimated Shipping Transit times are as follows for regular FedEx Home / Ground delivery service. Based on Business days - Holidays and weekends are not counted as transit days. 

FedEx Map

1 Day: FL
1 - 2 Days: GA
2 Days: GA, LA, MS, AL, SC, NC, TN, KY, VA, WV, PA, OH, IN, AR, MD.
3 Days: CT, NJ, RI, NY (lower state), PA (lower), MA, ME, VT, DE, DC, MI, IN, WI, IL, MN, IA, MO, KS, OK, TX, NM, NE, SD, ND, WV
4 Days: NY (up state), PA (upper), NM, CO, NE, SD, WY, CA (south)
5 Days: MT, ND, WY, UT, AZ, CA (north), NV, ID, WA, OR
6 Days: AK
7 Days: HI

If you require faster shipping times you can select from one of the following on the checkout page:

FedEx Express Saver (3 Business Days)
FedEx 2 Day (2 Business Days)
FedEx Standard Overnight (Next Business Day - Afternoon Delivery)
FedEx Priority Overnight (Next Business Day - Morning Delivery)
FedEx First Overnight (Next Business Day - By 8:30 a.m. - Not Available to all locations)

International Shipping to Canda
FedEx Ground 5-7 days
FedEx Express 3 days (normally is the cheaper method)
International Shipping to Europe 
FedEx Express - typically is between 3-4 days
We ship all of our printed discs within 24 hours (without custom printed packaging) - therefore, most locations receive discs within 5 business days!

Please note: Once your package has left our facility we cannot make any changes to your shipping method. Any Returned shipments will be notified and if we need to re-ship you will be responsible for the re-shipping charges.

2 - I am Not Receiving Emails from you! Why is this happening?

We have heard that a few email services are moving more and more emails to Spam/Junk folders. Please check these folders first and then set your Spam settings to allow emails from

3 - What is Evidence Grade's projected turnaround time?

We aim to ship orders within two business day (at no additional charge!) of receiving your order.

For example:
Business Days 1 - Order Placed and artwork on file.
Business Days 1 or 2 - Order submitted to production.
Business Days 1 or 2 - Order Shipped (Discs and standard packaging only).
Business Days 7-10  - Order Shipped (Orders with Custom Printed Packaging).

However, as we offer custom printing for disc orders of all quantities, we are only sometimes able to forecast demand perfectly. We reserve the right to take 3 - 5 business days to ship, depending on the size of your order. Custom printed packaging will take between 7 - 10 business days.

Rush Service:
If you require your order more urgently, please let us know your required 'In-Hand' date, and we will do our best to ensure your order is delivered on time. We suggest selecting a faster shipping method when ordering, as these orders are given priority. Choosing a method other than Home or Ground tells us that the order is required more urgently! You only pay the extra shipping costs, NO RUSH FEES. At checkout, you should also select a date in the "SHIP BY DATE" field. We will then do our best to ship by that date.

4 - I placed an order, how do I find out the progress?

Each phase of the production process you will receive email updates. Additionally, at anytime you can Log In to your account and view the current status of your order. If your order has already shipped you will also be able to track your order from your account page. Additionally, you can also click the Help link in your order confirmation email and you will have access to additional information.

5 - My Transaction is being declined - Why?

Your purchasing department 'may' require a MCC - (Merchant Category Code), which is: 2741. You may have to request the PCard program to add our merchant code if you have issues with the credit card being declined!
Another common reason is because the Billing address does not match the address that is on file with your credit card company. For example, if you write Boulevard but your credit card company has Blvd. then this can cause a decline. Please ensure your Billing address entered matches exactly as on your credit card statement, otherwise your charge will not be approved - this is to protect the cardholder from possible fraud! Another common reason is the CVV code (three of four digit code) does not match.

6 - What is the difference between DVD-R and DVD+R?

The difference between DVD+R and –R is more or less a personal preference. Years ago, your computer’s DVD drive would have been either +R or –R. In the last several years, every recordable drive has been cross-compatible to use either/or. Most uses are for Video, and for best compatibility issues, only DVD-R should be used. DVD-R can also be used for any form of data disc.

7 - How do I place a repeat order?

First you must Log In to your account. If you are a returning customer and you wish to place an exact repeat of a previous order select 'Repeat an order using a previous order number' from the "Build Order" form. Then select the order from the drop down list.

8 - What is UV Curable Inkjet?

UV Curable inkjet is an ink that has been dried using Ultra Violet light. This process makes the image very durable and is smudge proof and scratch resistant, meaning that it will last a lifetime. The print quality is similar to offset.

9 - What Type of Finish are your discs?

Our Standard Printing is a semi-gloss finish similar to offset printed discs. However, we do offer a Gloss Coating option which will enhance your photos / images. We do not recommend using a gloss coat on simple text or line art.

10 - How many colors can Evidence Grade print with?

Our printing process uses 6 colors (C M Y K + Light Cyan + Light Magenta) to make the millions of colors used in the printing process. If you have specific Spot colors / Pantone colors these will be converted to CMYK and therefore may print differently. If you have any doubts or questions you should purchase the Physical Print Proof (available at checkout)

11 - Does Evidence Grade print directly onto the silver of the disc?

Yes, however you should remember that to obtain the correct color it is best to print on a white background, but if you are only printing text and simple line art etc., then printing on silver may be a good effect and option. By default we automatically white flood our discs inline during the printing process. There will be no need to specify if you require white flood. Remember that Barcodes Must Be on a white background

12 - What file formats do you accept for printing as artwork?

We accept the following file format extensions: JPG, JPEG, TIF, TIFF, PDF

13 - Do you print inserts or tray cards etc?

Yes, we offer a full line of custom printed packaging, see our Packaging section for more details and pricing.

14 - Why don't you offer DVD-R Dual Layer Disc - Only DVD+R Dual Layer Discs?

DVD-R DL has compatibility issues with legacy DVD-ROM drives, known as pickup head overrun. To avoid this issue, the two layers of the disc need to be equally recorded. But this is a contradiction with the sequential nature of the DVD recording. Thus DVD Forum, under Pioneer's lead, developed a technology known as Layer Jump Recording (LJR), which incrementally records smaller sections of each layer to maintain compatibility with DVD-ROM drives. DVD-R DL media has been discontinued by most manufacturers meanwhile. DVD+R DL is dominating the market for dual-layered media.

15 - What countries do you ship to? Do you ship internationally?

We ship worldwide! We frequently ship to Canada, all parts of Europe, Australia, New Zeland, Japan, and south America.

Connect with Us

Before calling or emailing, please check our FAQ page to see if your question has already been answered!

About Us

Evidence Grade® is now your sole source of Evidence Grade® media, including CD-R, DVD-R DVD±R, BD-R, BD-R-DL, and BD-RXL. We provide this media to US Government Agencies, Federal and State Prosecutors, District Attorneys, Courts, and State, Local, and County Law Enforcement organizations. These organizations require that any media used for original or derived evidence must be readable until after the last appeal. For evidence use, we manufacture Evidence Grade® media and Judicial Grade Media. The Evidence Grade® media is for use where recording and storage may be under adverse environmental and physical conditions. Evidence Grade® has been the source for Evidence Grade® media for the Law Enforcement community since 2009. Learn More

back to top