Table of contents
Once your program is live, physical cards are produced and shipped by Highnote's on-demand card fulfillment vendor. This guide provides an overview of the fulfillment timeline, card order statuses, shipping methods, and how to cancel or change an order after it's placed.
Fulfillment timeline
Two separate things determine how quickly a card reaches a cardholder:
- Processing: The time it takes to produce the card. Standard processing is two business days, starting the day after the card is ordered.
- Shipping: The time it takes the card to travel to the delivery address. This depends on the shipping method you select.
The following example shows standard processing for a card ordered on a Monday:
Shipping time is added after the card ships.
Faster shipping doesn't speed up processing, and faster processing doesn't speed up shipping. To shorten processing time, see Same-day processing.
Track card order fulfillment
You can track a physical card order from the Physical Card Order panel on the payment card page in the dashboard. Highnote sends card orders to the printer every two hours, so an order usually moves out of Card Requested shortly after it's placed.
The following table outlines card order statuses as they appear in the dashboard and the API:
| Dashboard status | API value | Description |
| Card Requested | NEW |
The order was placed but hasn't been sent to the printer. This is the only stage where you can cancel an order. |
| Pending | PENDING |
The group order is ready to ship but hasn't been sent to the printer. This status only applies to group orders. |
| Sent to Printer | SENT_TO_PRINTER |
The printer received the order. From this point, any change has to go through Highnote. |
| Shipment Approved | APPROVED |
The printer approved the order, and the card is waiting to ship. |
| Card Shipped | SHIPPED |
The card shipped to the delivery address. Every shipping method except USPS Ground includes a tracking number. |
| Canceled | CANCELED |
The order was canceled. |
| Ship failed | SHIP_FAILED |
The card couldn't be delivered. For where undeliverable cards are returned, see Return address. |
For more information on order statuses in the API, see PaymentCardOrderStatus.
Choose a shipping date
When placing a card order, you can choose from the following shipping options:
- Choose a custom shipping date in the future
- Choose to ship the order immediately
Orders shipped immediately follow the standard fulfillment timeline and are shipped with the courier you choose.
Same-day processing
Order time only
Same-day processing can't be added after an order is placed. If a card is urgent, select a same-day option when you place the order.
Same-day processing produces the card the day it reaches the printer instead of the standard two business days. To request it, select one of the Processed Same Day shipping methods when you place the order. The following conditions apply:
- The order must reach the printer by 5:00 a.m. PT to be processed that day.
- A per-card fee applies.
- Same-day processing isn't available for premium cards.
For the same-day options available for each courier, see Shipping methods.
Shipping methods
- USPS is the only supported carrier for shipments to P.O. boxes.
- USPS Priority Mail Express includes Signature Confirmation at no additional cost. If you don't want this feature, use another shipping method.
- USPS Ground does not provide tracking numbers for shipped cards.
Additional fees
Expedited shipping and same-day processing incur additional fees.
Available shipping methods depend on the courier, the type of physical card, and whether you place an individual or group card order.
At this time, group card orders are only available for on-demand cards.
USPS
The following table outlines USPS shipping methods and where they're available:
| Shipment option | Expected transit time | On-demand card | Premium card | Group orders |
| Ground | 2-8 business days | ✖️ | ||
| Ground - Processed Same Day | 2-8 business days | ✖️ | ✖️ | |
| Priority Mail® | 1-3 business days | |||
| Priority Mail® - Processed Same Day | 1-3 business days (1-2 for group orders) | ✖️ | ||
| Priority Mail Express® | 1-2 business days | ✖️ |
FedEx
The following table outlines FedEx shipping methods and where they're available:
| Shipment option | Expected transit time | On-demand card | Premium card | Group orders |
| Ground | 1-5 business days | |||
| Ground - Processed Same Day | 1-5 business days | ✖️ | ||
| One Rate | 2-3 business days | ✖️ | ✖️ | |
| 2 Day | 2 business days | |||
| Standard Overnight | Next business day | ✖️ | ||
| Standard Overnight - Processed Same Day | Next business day | ✖️ | ||
| Priority Overnight | Next business day | |||
| International Priority | 2-5 business days | ✖️ |
Cancel or change a card order
What you can do with an order depends on its status.
Cancel an order in Card Requested
While an order is in Card Requested, you can cancel it yourself. You can't edit an order's details at any stage. To change details such as the shipping address or method, cancel the order and place a new one. For steps, see Order physical cards.
Post printer
You can't cancel a card order after it's sent to the printer. Orders go to the printer every two hours, so if you spot a mistake, cancel the order right away.
Request a change after an order is sent to the printer
Once an order reaches Sent to Printer, you can no longer cancel it yourself. Highnote can submit a pull request to the printer on your behalf, which removes the order from the production line so it can be changed or canceled. To submit a pull request, contact support@highnote.com with the following:
- The cardholder's name
- The last four digits of the card
- The change you need, or a request to cancel
Before you submit a pull request, note the following:
- Timing: Submit requests by 8:00 a.m. PT the day after the order was placed. Later requests may still be possible, but are less likely to succeed.
- No guarantee: The card is already in production, and the printer may not be able to stop it in time.
- Fees: A fee applies per order, whether or not the change succeeds. Highnote confirms the cost with you before submitting the request.
- Canceled cards: Canceled cards are still charged for production.
- Shipping upgrades only: A pull request can change the order to a faster shipping method, but it can't add same-day processing.
Return address
The Highnote team configures the return address for physical card orders when you set up your card product, either your preferred address or the card fulfillment vendor. To view or update your return address, contact support@highnote.com.
If an order can't be delivered, it's returned to your return address or to the card fulfillment vendor.
Order sample cards
You can order sample cards to see how your design looks once printed. To request samples, contact your Implementation Manager or Customer Success Manager and provide the following:
- Card artwork as an
.aifile - Carrier artwork as an
.aifile
Highnote confirms the cost with you before the samples are ordered.