Support Center  Frequently Asked Questions

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Getting Started

• Can I order checks online?

  To place a check order on our website:

  1. You must belong to a financial institution that currently partners with Liberty- Now part of Harland Clarke and offers online ordering to its members.

  2. You will need to have previously ordered with us. First-time check orders must be placed with your financial institution.

   

  When you place an order, you may log in to our website by using either your Order ID (which is printed on your check Order Form) or your financial institution's R&T and your account number. The next check number must also be entered.

• Who do I contact if I need help ordering?

  A Customer Service representative can help you place your online order or answer your other questions.

   

  Please contact us if you need assistance with your order.

   

  Customer Service:

  Phone

  (available 24 hours a day, 7 days a week):

  1-877-585-8777

   

  Email:

  customerservice@harlandclarke.com

   

Checks

• The design I usually order looks different. Why?

  We recently updated, refreshed and enhanced many of our designs! Not only are the designs more eye-catching and current, we've also added over 20 new designs to choose from!

   

   

• Why does the background design on my checks look lighter?

  The Federal Reserve Board requires that the colors be lighter so that the checks are legible when scanned and can be processed quicker.  

   

  In addition, many financial institutions now provide digital images of the check that you can view online or when you request a copy of a check you have written. The lighter background allows important information such as the “pay to” and payment amount areas to be legible.

• What changes can I make to my checks?

  Depending on the product and your financial institution's online ordering policy, you may be able to update or change the following features on your checks:

  • Check style

  • Accents/monograms

  • Personal messages

  • Lettering

  • Box quantity

  • Personalization

  • Check starting number

   

  If you are unable to make a change, please contact Customer Service.

   

  Customer Service:

  Phone

  (available 24 hours a day, 7 days a week):

  1-877-585-8777

   

  Email:

  customerservice@harlandclarke.com

   

• Can I change the address on my checks online?

  For security reasons, the address printed on your checks must be on file with your financial institution before we produce an order with a different address.

  If your financial institution does not have your current address (or the address you wish to use) on file, please contact them. They will also be able to place your check order. Then, you will able to use the new address when you place future orders online.

  If your financial institution does have your new address on file, but you have not yet placed an order with the new address, we ask that you contact your financial institution or Customer Service to place the first order using the new address. This is to ensure that your new address is verified for your security.

   

• Do you offer checks without deposit slips?

  All of our personal check styles come with deposit slips. For most of our business check styles, deposit slips need to be ordered separately.

• Do you offer checks in singles?

  Many of our products are available either as singles or duplicates. When you select a product that is offered as singles or duplicates, you will be able to select the option you would like.

   

  You may order singles, if...

   

  1. Your previous order was for single checks

  2. The product is available in singles

  3. Your financial institution is set up to offer singles

   

  If your previous order was for duplicates and you would like to place an order for singles, please contact your financial institution or Customer Service.

   

  Customer Service:

  Phone

  (available 24 hours a day, 7 days a week):

  1-877-585-8777

   

  Email:

  customerservice@harlandclarke.com

   

   

   

Accessories

• How can I order accessories?

  You have several options:

  • Reorder your accessories online, using your order ID (or R&T and account numbers) and next check number to log in.

  • Contact Customer Service:

          

  Customer Service:

  Phone

  (available 24 hours a day, 7 days a week):

  1-877-585-8777

   

  Email:

  customerservice@harlandclarke.com

   

  • Contact your financial institution directly to have them place the order for you.  

• How can I pay for accessory orders?

  If you are ordering accessories only, you may...

   

  Have the amount deducted from your checking account

  Pay with a credit card. Online Ordering site accepts Visa®, MasterCard®, Discover® and American Express®

   

  If you are ordering accessories and checks...

   

  The amount will automatically be deducted from your checking account once your order has shipped.

• Do you offer free vinyl checkbook covers?

  Yes.

   

  There is no additional charge for our blue or black vinyl covers when ordered with your checks. If you would like to add a complimentary vinyl cover to your check order, you will need to:

   

  1. Click the Accessorize tab.

  2. Scroll to the bottom of the page until you see the "Coordinating Vinyl Cover" section.

  3. Select a vinyl cover from the drop-down list to add it to your cart.

• Can I order a cover and address labels without ordering checks?

  Yes. If you have ordered checks from us before…

   

  1. From the online ordering home page, click the Order Accessories button.

   

  2. Click "Personal Value Sets" to order matching covers and address labels for personal check designs.

• How can I get additional registers?

  Each box of checks should include one transaction register. Should you need more, we offer these in packs of 3 for an additional charge. You may add them to your check order by selecting them on the Accessorize tab, or order them separately when shopping our full line of accessories.

   

  To browse our full line of accessories, click the Order Accessories button on the Home Page.

Business Products

• Do you offer business checks and other business products?

  Yes.

   

  We offer a variety of business check styles designed to meet your business needs. To view business products:

   

  1. Click the Browse Check Designs button.

  2. Click Business Checks to preview our huge variety of business checks or click Accessories to view business accessories.

   

  If you do not find the business check style that you were looking for, please contact Customer Service.

   

  Customer Service:

  Phone

  (available 24 hours a day, 7 days a week):

  1-877-585-8777

   

  Email:

  customerservice@harlandclarke.com

• Can I change my check style from a personal to a business style (or vice versa) online?

  If you wish to change your check style, please contact your financial institution or Customer Service:

   

  Customer Service:

  Phone

  (available 24 hours a day, 7 days a week):

  1-877-585-8777

   

  Email:

  customerservice@harlandclarke.com

   

   

• What information do I need to order laser checks?

  To place an order for laser checks, we request the following information to process your order:

  • Type of software used: (e.g., Quicken®, Peachtree®, Microsoft Money®)

  • Check format: (e.g., Multi-Purpose, 3-to-a-page, Payroll, etc.)

  • Check color: (e.g., blue, green, tan, maroon or purple)

Check Security

• What is CheckProtect®?

  CheckProtect® is Harland Clarke’s recommended delivery service that provides an economical delivery option, which includes secure packaging and tracking capabilities.

• Why does it benefit me to use CheckProtect?

  • Your order is trackable from the time it leaves the plant to the time it arrives in your mailbox.

  • Your order will be shipped in a durable, weather-resistant bag reducing the chances of damaged or wet checks at delivery.

  • The shipping bag is also tamper resistant, which allows you to visually confirm that your order arrived securely.

  • To help guard against theft, the shipping bag conceals that the package contains checks.

  • Your check boxes will ship together and arrive in the mailbox at the same time.

  • CheckProtect is available to all ZIP codes in the 48 contiguous United States.

  • CheckProtect is also available for delivery to P.O. Boxes.

• Are my checks safe from fraud and counterfeiting?

  Liberty- Now part of Harland Clarke uses state of the art security features to give you peace of mind and security. We continually evaluate and research the most effective ways to protect you from check theft and fraud. We use both paper security features and mailing precautions. Plus, we have tips for how you can make a difference!

• Paper security features

  Security precautions begin with paper. Our checks are produced on paper embedded with security features to help protect your account.

• The padlock icon

  What does the padlock icon on your checks mean?

   

  It means your checks are produced with security features recommended by the Check Payment Systems Association to protect against alteration and counterfeiting. Our checks are produced with three key features:

   

  • Micro-printed signature line—A micro-printed signature line, although it looks like a solid line, is actually made up of tiny words. This prevents duplication on a laser printer. The “MP” next to the signature line indicates that the check includes this security feature.

  • Security screen—The words “Original Document” that appear on the back of your check are a security screen. The screen is extremely difficult to duplicate and discourages photocopying or scanning of the check.

  Another security screen is located on the back of the check, in the middle. The word "Liberty" is actually written on the back of the check (although you cannot see it without a loop). If the check is copied, the word "Liberty" will not copy and will appear as a broken line.

  • Chemical sensitivity—Colored stains or spots will appear on the check if certain chemicals are applied to it. This prevents the check from being “washed” to remove information.

• Mailing precautions

  We take great care to ensure the safe and secure mailing of your checks:

   

  • Qualicode® order verification—Liberty's patented order verification system confirms that check orders are padded and delivered accurately.

  • Shipping Cartons—Two containers secure check orders. The inner check box is placed in a plain, outer shipping carton sealed with long-lasting glue.

  • Shipping Labels—Only necessary mailing information is included on the shipping label.

• You can help!

  You make a difference in fighting check fraud. Take action to prevent criminals from getting their hands on your checks and to safeguard your check’s integrity.

   

  Some suggestions:

   

  • Make the post office your choice for outgoing mail, rather than your home mailbox.

  • Don't give your account number over the phone to anyone you don't know.

  • Treat your deposit slip as if it were a check. Remember, your account number is on it.

  • Check your statements carefully against your check register. Liberty's duplicate checks may prove helpful by providing you with a record of your check.

  • Avoid leaving large, blank spaces in the check box or the amount line. Start the written dollar amounts as far to the left as possible. Put a slash between the cents and 100. Draw a line between the cents value and the right side of the dollar line.

  • Print, don't sign, your name when writing your return address. A signature on the envelope can be copied and forged. Avoid writing checks with pencil or erasable ink.

  • Do not include your driver's license number or Social Security number in your personalization.

  • Do not write your credit card number on your check.

Pricing and Payment

• How do I pay for my order?

  Check orders or accessory orders that include checks

  The amount of any order that includes checks will automatically be deducted from your checking account.

  Accessory orders only

  When ordering only accessories, you may have the amount deducted from your checking account, or you may pay with a credit card. Online Ordering site accepts Visa®, MasterCard®, Discover® and American Express® credit cards.  

• When will my order be deducted from/charged to my account?

  When placing your order, please ensure that adequate funds are available as we will bill your account once your order has shipped.

• Where can I find the prices for your checks and accessories?

  Once you are logged in to our site, you will be able to view the prices of checks and accessories.

   

  If you do not see pricing, you are not yet logged in.

   

  To log in from the catalog:

  1. Click the “Login” link at the upper right hand corner of the screen or click the Order This Accessory button next to the product you are interested in.

  2. Log in using your Order ID and next check number or your financial institution’s routing number, your account number, and your next check number.

Order Status

• How do I know if my order was submitted?

  There are three ways to verify that your order was placed:

  • An order confirmation page will be displayed after your order is successfully placed.

  • An order summary will be sent to the email address you provide at Checkout.

  • You can check the status of your order on the Online Ordering site by clicking the View Status button, then logging in.

• I think I submitted my check order twice. How do I cancel the second order?

  You can verify your order history on the Online Ordering site by clicking the View Status button and logging in. All orders placed within the past 90 days will be displayed.

  If you have placed an order in error, please contact us to cancel that duplicate order.

   

  Customer Service:

  Phone

  (available 24 hours a day, 7 days a week):

  1-877-585-8777

   

  Email:

  customerservice@harlandclarke.com

• Why did I only receive one box of checks when I ordered more?

  Because each box of checks is packaged separately and each box may go through various mail sorting processes at the post office, it is fairly common for one box to arrive before another.

   

  If you have not received all of your checks by the date given in your shipping confirmation email, please contact your financial institution. Your financial institution will recommend any applicable precautionary measures or next steps to take for the missing checks.

• I ordered checks and accessories. Why did I only receive my checks?

  Because accessories are produced at a different location than the checks, it is fairly common for checks to arrive separately from the accessories. Your accessories should arrive within the timeframe given in your shipping confirmation email.

   

  If your accessories have not arrived by the given timeframe, please contact us:

   

  Customer Service:

  Phone

  (available 24 hours a day, 7 days a week):

  1-877-585-8777

   

  Email:

  customerservice@harlandclarke.com

• What if I haven't received my checks after the delivery date given in my confirmation email?

  We recommend contacting your financial institution, which will have established precautionary measures to take regarding the missing checks.

   

  Some financial institutions and shipping methods offer return mail, which means that if your checks were undeliverable, they will be returned to your financial institution.

   

  Your financial institution can also take care of reordering the missing checks at no cost to you.

• How do I check the status of my order?

  You can view your order status in three ways:

  • Online: Select View Status and log in using either your Order Identification Number or your financial institution’s routing & transit number and your account number (you do not need your next check number to log in to view status information). All orders placed within the past 90 days will be displayed.

  • By Phone (Customer Service): 1-877-585-8777

  • By Phone (automated system): Call 1-877-585-8777 and enter your Order ID given by the automated system to check the status of your most recent order.  

Shipping

• What shipping methods do you offer?

  Availability of shipping methods differs, depending on the product you've ordered.

  For Personal Checks:

  We recommend CheckProtect for the secure and trackable delivery of your personal checks. (CheckProtect availability may vary.)

  Normal (Bulk) is the lowest cost option, but it is not trackable.

  To ship your checks even faster we suggest Quik-Ship 1 or 2 Day (availability may vary)

  For Business Checks: We include Ground delivery as the most economical option for business check products. They cannot be shipped via Standard (Bulk).

  To ship your business checks faster we suggest Quik-Ship 1 or 2 Day (availability may vary).

  For accessory products (which cannot be shipped Bulk),we include First Class mail as the most economical shipping option, as they cannot be shipped via Bulk Mail. To ship your accessories faster we suggest Quik-Ship 1 or 2 Day (availability may vary).

  Before your order is completed, you will be given the option to select your preferred shipping method. Delivery estimates are provided in the Shipping Method drop-down box for each item in your order. The delivery estimates include production time and shipping. These estimates are based on the product you have selected, and the time of day when the order is being placed.

• What is Quik-Ship?

  Quik-Ship is our fastest delivery method available. With Quik-Ship service, your order is given the highest priority in the manufacturing process and your delivery will be expedited. When it is important to receive your checks in a hurry, Quik-Ship is the best choice.

• Are there any restrictions on using Quik-Ship?

  Yes. Certain restrictions apply and include the following:

  • Physical street addresses are required (No P.O., F.P.O. or A.P.O. Boxes)
  • Orders must be received by 11:00 am local time to be able to be produced and shipped the same day.
  • Not available for international addresses.
  • Alaska and Hawaii addresses eligible for 2 day service by contacting your financial institution.
  • Quik-Ship charges include expedited delivery and in-plant rush fees and are in addition to standard delivery charges and applicable taxes.

• What is the difference between Quik-Ship 1 and Quik-Ship 2?

  Quik-Ship 1 will insure that you receive your order in 1-2 business days. Quik-Ship 2 will insure that your order is received in 2 to 3 business days. Actual delivery times will be dependent on the time of day the order is placed.

• Is Quik-Ship a trackable delivery method?

  Yes. Quik-Ship is a secure, trackable delivery method.

• Can I have my checks sent to a different address?

  If your financial institution allows, you may change your shipping address on the Checkout page by clicking the "Change shipping address" link.

  If your financial institution does not allow you to change the shipping address online, please contact them for assistance.

   

   

• Why should I select CheckProtect over standard bulk mail?

  Bulk mail is not trackable and is delivered in a traditional check box. CheckProtect is trackable, and as an added security benefit, it uses an exclusive polywrap bag that helps conceal the check box(es). If multiple check boxes are ordered, they are all shipped together and will arrive in your mailbox at the same time.

• How do I track delivery of my package?

  Your tracking number will be provided in your shipping confirmation e-mail with a link to the carrier’s Web site. You can also check your order status online at this Web site or by contacting your financial institution.

Reprints and Returns

• What if there's a problem with my checks?

  We are happy to reprint your checks at no additional charge if you are not satisfied with your check order. For any concerns, please contact us.

   

  Customer Service:

  Phone

  (available 24 hours a day, 7 days a week):

  1-877-585-8777

   

  Email:

  customerservice@harlandclarke.com

• What is your return policy for non-check items such as covers, stamps, wallets, calculators or address labels?

  Within 90 days of receipt of your order, you may return any of your accessories, for any reason, for an exchange or a full refund of your original payment. This policy for accessories is separate from the check reprint policy outlined above.

  To request a refund for non-check accessories:

  1. Print and complete the Return/Change/Exchange Form.

  2. Return the completed form and the accessory to:

   

  Liberty- Now part of Harland Clarke

  Customer Service Department

  5267 Program Avenue

  Mounds View, MN 55112

   

  Shipping charges on returns must be paid by the customer. A replacement or refund for the product(s) will be issued upon receipt of the product.

   

  If you have any questions about non-check accessory returns, please contact us:

   

   

  Customer Service:

  Phone

  (available 24 hours a day, 7 days a week):

  1-877-585-8777

   

  Email:

  customerservice@harlandclarke.com

   

Technical

• Is your site secure?

  Yes.

   

  We recognize the importance of security and are fully committed to preventing unauthorized access to information. We employ and maintain network firewalls and other security features that are recognized as industry standards (e.g., Secure Socket Layers, password protected logon, timely review of firewall and server logs, intrusion detection system, access control restrictions, etc.) in an effort to prevent disruption of service or loss, theft or alteration of sensitive information. Besides using a Secure Socket Layer technology for encryption purposes, we are also registered with VeriSign, a worldwide Internet trust service.

   

  We also use reasonable commercial efforts to stay current with frequent changes in security requirements which may include participation in security trade organizations, conferences, educational activities, use of security consultants, periodic intrusion tests, software upgrades, hardware enhancements or through proactive security systems monitoring. Sensitive information is stored in an encrypted format as a further safeguard against theft.

   

  For additional information, please view the Privacy and Security Policy found on the Online Ordering site.

• What are the system requirements for using the Online Check Ordering site?

  Internet browser requirements

  • Internet Explorer 6.0 and above.

  • Netscape 6.0 and above.

  • AOL 5.0 and above.