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Scratching your head?

If you’ve got questions, we’ve got answers.
Check out our FAQs below, and if you’re still perplexed, contact us.

 

How do I get started?

Getting started is very easy. If you’re a real estate professional, click here to go directly to our contact form, which is specifically designed for your particular needs. We will be in touch with you to set up your marketing campaign. For all other businesses, you can fill out our quote/order request form here.

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What is your turnaround time?

For our direct mail services, total turnaround – from the time you place your order, to the time your postcards are delivered to the post office – ranges from 7 - 11 business days, depending on the day of the week you place your order. After your postcards are delivered to the post office, it takes 3-4 business days for them to deliver 1st class mail, and 5-10 business days to deliver standard bulk mail.

For print-only (non-mailed) postcards, business cards, brochures, and flyers, our turnaround time is approximately one week from artwork approval.

The turnaround time for all other products and services varies. Please contact us for an estimate.

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What is the minimum quantity I can print and mail?

50 postcards is the minimum for 5.5"x8.5", 4"x6" and 4"x10" magnets. 250 is the minimum for 6"x11".

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How much do your products and services cost?

Click here for our direct mail postcard pricing, and click here for our print material pricing. If you don’t see the marketing product or service you are interested in, feel free to contact us at clientcare@reachingneighbors.com or 210-496-6352. If we are able to help you, we will give you a custom quote.

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I don’t see that you offer the product or service I’m interested in. Can you still do it for me?

We would be happy to provide you with a custom quote.  Contact us at clientcare@reachingneighbors.com or 210-496-6352.

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When is payment due?

Payment is due prior to printing and/or mailing your job.  We will send you an invoice prior to charging your credit card.

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Can I split my billing with another client?

At this time, we are not able to keep track of two sets of records for each contract. We will bill one person and provide an invoice to that individual. It is up to you how you would like to split it.

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Is there a cancellation fee?

You will get the best results by being consistent with your mailings. However, if you do decide to cancel, we charge a minimal fee of $50 if requested within the first year of your agreement. If your request is made after a year, there will be no cancellation fee.

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When am I going to receive a proof of my design?

For our direct mail services, we will send you a proof approximately 10 days before your postcards are scheduled to arrive in mailboxes.

For print-only (non-mailed) postcards, business cards, brochures, flyers and other printed material, you will receive a proof within 48 hours of order submission.

The artwork turnaround time for all other products and services varies. Please contact us for an estimate.

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If I want to do my own graphics, how should I set them up?

We require that all artwork follow these guidelines:

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If I want to make future changes to my artwork, how do I do this? And will it cost anything?

Changes to your artwork can be made by emailing us at clientcare@reachingneighbors.com.

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How up-to-date are your mail lists?

Our neighborhood mail lists come from two combined sources: tax records and title records. The mailing lists are excellent with the exception of newer subdivisions where new records are generally about 8 months behind. If you are selecting a new neighborhood, we can discuss other options to obtain the most up to date information.

All other customized mail lists are updated every 6-8 weeks.

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Can you develop a customized mail list?

Absolutely! We can develop a targeted mail list for your project. A well-focused mail list will increase your response rate and save you printing and mailing costs. We will consult with you to determine your best prospects in terms of geography and demographics. Contact us at clientcare@reachingneighbors.com.

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Can you mail to the owner names?

Yes, we can mail to the owner names, but only as they appear on the county tax records. We recommend addressing your mail pieces as “To the Family at” instead of the owner names. Our experience has been that it resolves the issue of mailing to names of people who are divorced, deceased, etc.

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Can I have a copy of my neighborhood mail list?

Unfortunately, we're not able to share neighborhood lists. We subscribe to a mail list service for a monthly fee, and our agreement with the company prohibits us from distributing the mail lists.

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Will you share my mail list with anyone or any other company?

Any client-supplied mail list will remain in the possession of Reaching Neighbors and its agents and will not be disclosed to another party.

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I'm going to provide you with my mail list. How should I set it up? And how do you want it sent to you?

Ideally, you will have your mail list in Excel format (.xls or .xlsx) with the following columns: Name, Company Name, Address, City, State and Zip Code. We can help with formatting your mail list.

Other acceptable mail list formats include: .txt and .csv.

You can email your list to us at clientcare@reachingneighbors.com.

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If I want to make future changes to my mail list (additions, deletions or changes), how do I do this? And will it cost anything?

Our customers regularly update their mail lists – we encourage it! You can either submit an updated Excel list for each mailing according to your deadline schedule, or you can email us additions and deletions and we will keep your list up to date for you. No charge!

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I need my direct mail pieces delivered very quickly. Can you make this happen?

If you are mailing using bulk mail rates, the post office has 10 working days to deliver. Your best chance of having it delivered quickly is to mail using first class postage.

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How can I be sure that my direct mail pieces will be delivered?

We mail a copy of your postcard to you and one to ourselves. We call this a “seed”, which helps us track delivery and the quality of the mail piece once delivered. We monitor delivery times closely and pro-actively contact the post office if there is an issue.

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Which address will you use for my “seed”?

It will be delivered to the company address you provided on your agreement. If you would prefer, we can change it to a different address of your choice.

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