Frequently asked questions
If you are a new customer and would like to receive information or a quote please complete the order form. One of our project managers will contact you within 3 business days.
Our production times are among the best in Quebec and the merchandise is generally produced in more or less 10 working days* regardless of the quantity. This timeframe varies depending on traffic and the time of year.
*However, we do not guarantee production dates or deadlines.
We occasionally have to move production due to technical constraints or inventory shortages at our suppliers. Don’t worry if this is the case you will be notified by your project manager to review the possible options with you and make arrangements.
(We cannot be held responsible if this type of unusual delay occurs by misfortune).
In short, plan ahead with your projects because our production schedules book up quickly.
If time is short, you can opt for the express service :
production will be faster and we guarantee your lead time.
Express service is subject to availability only,
you must confirm with a project manager.
- 5 to 7 days = +20% of the amount of your order
- 3 to 4 days = +30% of the amount of your order
- 48h = +50% of the amount of your order
Once the submission is received and before you give us your approval to go into production, it is your responsibility to validate that ALL the information is accurate and according to your requirements.
Once the submission is approved, you will receive the official purchase order and the clothing will be ordered. At this stage, we are already working on the production stage, which is the creation of your visual approval. It is therefore no longer possible to modify anything without additional costs or delays.
You will receive an approval visual by email within days of production. You will have to approve in writing that everything is in conformity since nothing will be put in production without your agreement. This is your guarantee, please take care to validate this information because we will not accept any complaint if you have omitted to inform us of incorrect information.
We reserve the right to deliver +/- 5% of the quantity ordered, so we advise you not to place your order by the piece and to plan for a few extra items, in order to anticipate breakage or loss during production.
All items ordered from us are unique! They are produced with care and tailor-made for your project, resulting from your choices and your requests. This makes us different from conventional companies, and therefore we unfortunately cannot re-sell returned items if they are not suitable for you. However, we want you to be completely satisfied, which is why we guarantee our work 100%.
If we make a mistake or in the event of a defect (we aim for perfection but still have a loss and error rate below 2%). If this is the case, we will resume work quickly or we will offer you a solution that suits you.
*Please note that the customer is responsible for verifying the merchandise within 5 days of receiving it, no returns will be accepted after this period.
Ideally, we need your images or logos in vector format in order to obtain a perfect result when printing (.ai / .eps / .svg / .pdf).
If you do not have the vector versions of your images or logos, we can rework them for you with our infographics service, at a cost of $69.99/hr.
It is sometimes possible for us to work with other types of files (for printing in DTG for example). Refer to your project manager in order to validate if the format of this one is in conformity.
You will choose the printing color according to our basic color chart which is included in the production price. However if you want a specific color (which is not there) you can provide us with the PANTONE code and we will brew this color specifically for you!
The maximum printing area on a manual press is 12″ x 16″.
The maximum printing area on an automatic press is 13.5″ x 17″.
Imprint area for one sleeve is 3.5″ x 16″.
See our printing standards guide for more details.
We keep the files for a period of 24 months (renewable at each production).
The embroidery die fee is a one-time fee.
Payment must be made in full upon approval of your submission. You can pay for your orders remotely either by credit card (phone, email or pre-authorization form), by bank deposit, Interac transfer or cash in store.
A recurring customer can benefit from opening an account with us according to these terms:
- The client must be recurrent.
- The annual purchase volume is more than 10K$.
- Has a good payment habit, Net 30 days and respected.
- Proceed to a complete and signed account opening.
When a customer does not respect the conditions of his account opening:
- Interest is charged at the rate of 2% per month on invoices that exceed Net 30 days.
- When the payment term is not met, at any time, without notice, we may close your account.
- No credit card payments after Net 30 days will be accepted.
You will receive an email notification when your order is ready.
All our orders are delivered by different carriers as soon as possible.
It is also possible to pick up your order at our factory, at 1485-A Provinciale Street, in Quebec City.
