I will re-elaborate for everyone as I missed some key components.

Our program is an install to their local machine which connects back to our servers to transmit their orders for pickup and delivery. This customer attempting to print ANYTHING from that particular program will be enlarged and is basically stretched to where you only see half of the printout (it looks cut off).

It doesn't matter if it is just PDF or a basic print. It all comes out enlarged. All the prints are done locally and the order transmission is done over the internet which currently is functioning without issues.

I hope this makes everything a little bit more clear.