Redwood Marketing Customer Service and Support

FAQs to help troubleshoot in Redwood Marketing Studio and contact information for Redwoods printer and developer partners

Before contacting ColorNet or Studeo, see if the question can be answered in-house:

1. Is there a guide in the Support Center to answer the question?  
2. Can you duplicate/confirm the error?
3. Reference the FAQs in this guide
4. Ask a ASM Team Member or use the ASM channel

Always CC marketing@c21redwood.com ! this will create a Help Scout ticket and will help us to track issues.

This information is for STAFF only! Please do not share contact information with agents.

ColorNet (Printer Company)

Email: c21@colornetprinting.com

102-G Executive Drive, Sterling, VA 20166

703-406-9301

*Always reference the Order ID #

Studeo (Marketing Portal Development Team)

Email: customercare@studeohq.com

*Always reference a Project ID # (if an order has not yet been placed)  OR Order ID #

Get familiar with these pages!

1. Redwood Marketing → Orders: 

2. Click the Order ID # to see the tracking #

3. Click Show Order Details to see Special Instructions and Shipping address

FAQs for Common Troubleshooting

• Where is my package? 

View the Orders page to check order date, status, and if a tracking # is available.  If needed, contact ColorNet with the Order ID # to ask about the status. 

• When will my package arrive?

Check the orders page to see when the order was placed. Printing typically takes 1-2 business days and shipping 1-2 business days. An order placed over the weekend or in the evening will be received the next business morning. Orders placed Monday and Tuesday will almost always arrive before the weekend. If placed Wednesday or after confirm with ColorNet on status and ETA. 

• I made a mistake/I need to make a correction to my order.

If the order was just placed (within 15 mins), you can Reverse the order before it reaches the printer.  If some time has passed, and if the agent has already received an email with the PDF, contact ColorNet to see if it already printed.  If it hasn’t printed, Reverse the order so the agent can make the change and resubmit.  If it has printed, they agent will likely need to 1) Update Digital Content, and 2) Place a Re-Print Order 

• The interactive brochure/website didn’t update. 

Sometimes the last step, clicking the green button “Update Single Property Website Content” is skipped. Go ahead and click that button. Within an hour the agent will get an email that that site has updated.  If the button’s been clicked, and it’s been longer, contact Studeo with the Order/Project ID and let them know you aren’t seeing updates online. 

• I made an update online to my brochure’s website, but the PDF doesn’t show my changes. 

The Update Digital Content will only update the website. To refresh the PDF, place a RePrint Order. You can opt for an updated PDF only versus paying for new prints if needed.  This is also how the Listing Presentation PDF is updated… click Reprint this order.  A new PDF will be ready in 1-2 hours. If more time has passed, contact Studeo requesting a new PDF be generated to reflect the edits saved online.

• I would like to pick up my brochures. 

Check the Orders page for the Status, it might say Ready for pick up. Check the Order Details to see if the pick up request was submitted in the special instructions. ColorNet is good about reading these notes and contacting the agent directly once the package is ready.  If questions, contact ColorNet with the Order ID for a status check to see when pick up might be available. 

• Can I rush my order for the weekend?

This is dependent on the time and day, type of project, and delivery address.  If regular shipping isn’t available, pick up in Sterling, VA, or a courier may be available.  A courier will likely add an additional shipping cost. Contact ColorNet with the Order ID # to see if delivery by the weekend is available. Rushes are never guaranteed and we should try to limit the amount of requests by encouraging agents to place their orders early in the week.  

• There is an error with my delivered package. (misprint, wrong prints, etc)

Contact ColorNet with the issue, Order ID #, and try to include a photo if possible.

• I have a 3D tour but it’s not Matterport.

Email Studeo with the 3D tour link, the Order or Project ID #, and the page/image location you’d like to have it added. 

• My photos aren’t loading to the gallery.

Often the folder link that was added contains another folder. Check if that is the case before contacting Studeo with the Project or Order ID to see why it’s not loading.