FAQ's & Terms & Conditions
Whether you're new to the apparel printing world or a seasoned expert, chances are you may have some questions about our process. Fear not, we've tried our very best to provide answers to the most frequently asked questions below.
Q: What is your standard screen size and maximum screen print dimensions?
A: Our standard maximum screen size / print dimension is 15" x 18". We do have oversized screen available, however we will need to review your artwork and the quantity of shirts you would like to print.
Q: What is your maximum print area for Direct-to-Garment?
A: Our maximum print area for DTG is 15" x 20". However, please keep in mind that we do charge extra for full coverage prints in comparison to our standard rate for left chest print (4" wide) and standard front prints (11" wide)
Q: What is your maximum print area for Embroidery?
A: Our standard maximum print area for embroidery tends to be around 6" wide. We can embroider much larger, but due to the number of stitches required to complete a job larger than 6" wide, we typically have to review the artwork to provide the best possible quote.
Q: How do I prepare artwork files for screen printing, embroidery, & direct-to-garment?
A: All Files must be 300 DPI or a Vector File. Preferred file types are .PSD, .PNG, .EPS, .AI, .PDF, and .JPG. Design should be sized to print. We recommend consulting with a graphic artist if you are unable to create high resolution artwork your self.
Q: What is your standard turn around time?
A: Typical turnaround time is 5-7 business days + shipping time. Turnaround time is only an estimate, is not guaranteed and starts when your order is paid for and we have all information to complete your job. Complex designs or orders with extra add-ons may increase turnaround time. Allow for at least 3 additional days for interior printed tags. The most up-to-date turnaround time will be provided by your customer service rep. Our workload and printing schedule fluctuates seasonally. If you have a deadline for your order, you must let us know when placing your order and a rush fee may imply. Taking longer than 24 hours to approve your digital proofs may delay your order. Any circumstances out of our control (ie: weather delays, shipping errors by the supplier, etc.) may also require more time and are not factored into the initial turn around time estimate.
Q: Do you have a minimum order?
A: Our minimum order varies depending on the print process we use. For screen printing and embroidery, our minimums order is 24 items. We also have higher minimums depending on the complexity of your artwork. For direct-to-garment printing, we have no minimum order.
Q: Can I mix and match shirt and ink colours?
A: Yes. Different shirt colors are ok as long as the ink colors are the same. You must order at least 12 of each shirt color. If we need to change ink colors additional fees will apply.
Q: Do you have a damage or spoilage rate? Why is my order missing a few shirts?
A: All orders can have up to 5% under run. Some shirts could be damaged during printing. Because of this, we cannot guarantee that you will receive 100% of the garments in your order. We strongly recommend ordering a few extras to account for this possibility. We always strive to give you everything you ordered, however, if there is a shortage with your order, we will refund or credit you for the difference.
Q: Do you have payment terms? Do I have to pay for my order up-front?
A: All orders must be paid in full in-advance of the job being started.
Q: What type of speciality screen printing services do you offer?
A: While we do offer most speciality printing methods, they often have higher minimums and our subject to additional charges and longer turn arounds. We offer discharge ink, water-based ink, foil, metallic, puff, high density, full colour process, spot process, simulated process, glow in the dark, crystalline, soft-hand plastisol, tone-on-tone printing, fluorescent printing. If you have a special request, please get in touch with our customer service team and we'll let you know what is possible.
Q: What type of finishing services do you offer?
A: While we offer a wide variety of finishing services, many are subject to higher minimums and all of them incur additional charges. We offer: folding, bagging, hang tagging, size stickers, printed neck labels, heat transfer neck labels, neck label removal, un-bagging, UPC codes, custom woven hem tags, custom woven neck tags, printed paper inserts, individual poly-mailers for fulfillment, shipping to multiple locations, kitting to multiple locations,
Q: Explain turnaround time? How does it work and when does it start?
A:The turn around time on your order starts when you’ve paid in full, we have all information required to complete your order (all artwork, correct garment size breakdowns, all shipping info, etc.) & your mocks ups have been approved. Delay in receipt of any of this info could result in production delays. Most mock ups are sent within 24 hours, after receiving payment and all necessary information. Our current turnaround time is approximately 5-7 Business Days Average + Shipping. Complex orders/add-ons may increase turnaround. Delay in approval of mock ups could also result in production delays. Each finishing service (printed tags, hem tags, etc.) will add extra time to the turn around on orders. If you have a deadline for your order, it is very important that you let us know when placing your order and a rush fee may apply if there is not enough time to complete your order under normal circumstances. If you do not advise us about a due date until after your order has been paid for and pushed through our system, we may not be able to accommodate your request.
Q: How does the artwork approval and mock up procedure work?
A:All artwork is to be approved via a digital mock-up through email. Artwork must be checked for spelling, color, sizes ordered, placement of the art and accuracy of artwork by the customer. It is very important to look over every detail of the mockup, as this is how your garments will print. In addition, while we will provide print specifications as to the size of the print our mock ups are not 100% to scale. All print placement locations are approximate and our printers will use their best judgement to ensure the final product resembles the mock up as closely as possible. We will not accept responsibility for corrections not implemented and/or requested after artwork approval. Any modifications requested after customer approval will result in production delays and could require additional expenses. Any delays in the approval process longer than 24 hours after receipt of the mockup could result in production delays.
Q: Can I request specific print location measurements.
A:Even though our printers are incredibly experienced, there is no way to effectively and efficiently measure a distance from the collar on each shirt as each garment is loaded onto the press by hand. If you request a print that is 2” down from the collar, we will use that as a guide and do our best to make sure that all shirts hit that target, but not all shirts will hit exactly at 2”, they may be off by as much as an inch in either direction. This will not be considered a misprint and will not reprint or refund these shirts.
Q: What do you about garment manufacturer defects?
A:We are not responsible for manufacturer defects such as colour inconsistencies, stitching errors, mislabeled garments, loose/inconsistent stitching, and/or garment defects (holes in garments, ripped seams, etc.). We try our hardest to inspect the garments as we print them, but we cannot guarantee each garment. We are not the manufacturers of these garments, so we cannot ensure their construction. We highly recommend ordering 5% extra of each size if an exact count is important.
Q: Do you have a claims or return policy?
A:We go to great lengths to try to ensure that every order that leaves our facility is correct. All of our customers are valued customers, regardless of size, and we want you all to know that. Any order printed differently than the mock-up approved will be granted a reprint of the defective product. All claims must be submitted within 72 hours of date of delivery. Please email us to submit your claim. If we are responsible for any errors in your order, we will gladly accept responsibility for the issues and will reprint the shirts printed in error. We do not offer refunds, but will gladly reprint any production errors that exceed the spoilage rate. We will require that you ship the misprinted shirts back to our shop (we will provide you with a UPS label and will cover shipping costs). We will not be responsible for any shirts sold or given away prior to returning the order.