Frequently Asked Questions
Ordering & Turnaround
Turnaround depends on order size, embroidery complexity, and whether items are catalog-sourced or BYO. After your details are confirmed and approved, we’ll provide a realistic production timeline and keep you updated through fulfillment.
Turnaround starts once the job is approved and production-ready. For catalog orders, that generally means product selection and logo/placement confirmation are complete. For BYO, final approval occurs after items are received and assessed.
Yes, rush service may be available depending on current capacity and job scope. If you have a firm deadline, include it in your request and we’ll confirm whether an expedited timeline is feasible.
Yes. For repeat programs, we can reference your prior order details and approved artwork to streamline future orders. Your order history is always available in your account.
If changes are required, contact us as soon as possible. Changes may be possible before production begins. Once a job has been approved and production has started, changes may not be possible or may require additional charges.
We can support split shipping on request. Additional shipping charges may apply depending on the number of destinations and shipment method.
For certain orders, a sample or first-article approval may be possible. This depends on job complexity and timeline requirements. If sampling is important for your program, mention it up front.
At minimum: quantity, item type (catalog or BYO), logo file, placement preference, and your deadline. If you’re unsure, submit what you have and we’ll confirm the remaining details during approval.
Artwork, Logos & Approvals
We accept most common formats, includingAI, EPS, PDF, SVG, PNG, and JPG. Vector files (AI/EPS/SVG/PDF) are preferred because they produce the cleanest results.
That’s fine in many cases. If the file is clear and high-resolution, we can often proceed. If the logo is low quality (blurry, pixelated, or missing details), we may request an improved file before production.
Digitizing is the process of converting your logo into a stitch file that an embroidery machine can run. This step affects how clean the logo looks, especially with small text, thin lines, and fine details.
Embroidery is a stitched medium, so some elements may need to be simplified to stitch cleanly—especially very small text, gradients, and thin lines. We’ll flag any concerns during approval and confirm the best approach.
We confirm placement and sizing during the approval step based on the garment type and your preferences. If a specific location is critical (e.g., “2 inches down from collar seam”), include that instruction and we’ll follow it where feasible.
Yes. We confirm the key details before production begins (logo, placement, and any constraints). Production starts after approval.
We can matchcloselyusing standard thread colours. Exact colour matching can vary based on thread availability, fabric colour, and lighting. If an exact match is critical, let us know and we’ll confirm options during approval.
Customers are responsible for ensuring they have the rights and permission to use the logos and artwork they provide. We produce based on the artwork you submit and approve.
Sometimes—depending on the font, size, and garment material. Small text can lose clarity in embroidery. If anything is likely to stitch poorly, we’ll advise you during the approval step.
Yes, for customers with business accounts we can retain your approved logo to streamline repeat orders. If your branding changes later, you can provide an updated file and we’ll replace it.
Pricing, Deposits & Payments
Pricing is based on order quantity, placement(s), logo complexity, stitch count, and the product type (catalog-sourced vs BYO). We confirm final pricing during the approval step before production begins.
The BYO estimate is anestimated rangebased on the information submitted. The final price is confirmed once we review the logo and confirm feasibility, and again after items are received if the garment/material impacts the approach.
The deposit reserves production capacity and ensures requests are tied to real intent. The deposit iscredited toward your final total.
The deposit amount is shown during checkout and is applied as a credit toward the final invoice/total for your job.
Once the job is approved and final details are confirmed, we’ll provide the next step for payment through our online portal (or another agreed payment method if required for the order). Production begins once payment requirements are satisfied.
Some logos require digitizing work to stitch cleanly. If a digitizing fee applies, it will be confirmed during approval before production begins.
If you have an approved business account, applicable pricing/discounts are applied automatically when you are logged in.
Yes—applicable taxes are collected at checkout.
Payment is handled through our online portal to keep orders consistent and traceable. If you require invoicing for procurement, contact us and we’ll confirm whether it can be accommodated for your organization.
Deposits are intended to reserve capacity and begin the approval workflow. If a job cannot proceed due to feasibility issues identified during pre-approval, we’ll address it case-by-case and confirm the appropriate outcome.
Bring Your Own Items (BYO)
Order
BYO means you provide the items (garments/accessories) and we apply embroidery to them using a structured reserve + approval workflow.
Most garments and accessories can work, including polos, hoodies, jackets, hats, and uniforms. Suitability depends on fabric type, thickness, seams, and available embroidery areas. We confirm feasibility during pre-approval and again once items are received.
There can be restrictions. Some items are not suitable due to fabric composition, heavy seams, waterproof coatings, very thick construction, or fragile materials. If an item is not suitable, we’ll advise you before production begins.
We take care to confirm suitability, but BYO items vary in material and construction. We will not proceed without approval; however, because the items are customer-supplied, outcomes can be affected by the item’s fabric, wear, and manufacturing quality. We’ll flag risks clearly before production.
You select quantity and placement, upload your logo, and receive an estimated range. Final pricing is confirmed during approval and may be adjusted based on logo complexity and the actual items received (material/placement constraints).
The deposit reserves production capacity and confirms intent. It is credited toward the final total for your job.
After pre-approval. For Calgary, we can coordinate pickup/drop-off. Outside Calgary, you ship items to our studio (instructions provided upon order).
Inbound shipping to our studio (and return shipping where applicable) is typically the customer’s responsibility. We’ll confirm options and costs during the approval process.
For larger runs or critical deadlines, sending 1–2 extra items can be helpful (e.g., for size exchanges or contingencies). This is optional, and we’ll advise if it’s recommended for your job.
Yes—multiple placements are possible (e.g., left chest + sleeve + back). Pricing and feasibility depend on garment type and artwork complexity and will be confirmed during approval.
Items should be clean, dry, and in good condition. We recommend providing new/unworn items when possible to ensure the best result and reduce risk.
Catalog Orders
A catalog order means we source the blank products and deliver finished, decorated goods. This is the simplest option for uniforms, teams, events, and ongoing apparel programs.
Our catalog includes a curated selection of commonly ordered blanks suitable for embroidery (e.g., polos, hoodies, jackets, hats, and workwear). Availability may vary by brand, size, and season. If you don’t see what you need, contact us—we can often source additional options.
Often, yes. If you have a preferred brand/style, send the product name/number (or a link) and we’ll confirm availability and options.
Yes. Most business orders include mixed sizes. We can support size runs and help you structure quantities for teams or departments.
If a selected item is unavailable, we’ll contact you with the best alternatives (same brand family, similar fit, or comparable quality/price). We won’t substitute without your approval.
In some cases, yes. Sampling depends on product availability and timelines. If sampling is important for your program, mention it early and we’ll confirm what’s possible.
Yes—multiple placements are available depending on the product (e.g., left chest, sleeve, back). Feasibility and pricing are confirmed during approval.
Yes. Catalog ordering works well for ongoing uniform programs. We can reference prior order details and approved artwork to streamline future reorders.
Because catalog orders are customized, returns/exchanges are limited. If sizing is a concern, we recommend confirming sizing up front or ordering a sample when feasible.
Yes - pricing improves with quantity due to production efficiency. If you have a larger run (teams, tournaments, staff uniforms), we’ll structure the order to keep pricing and turnaround efficient.
Pickup, Shipping & delivery
We ship Canada-wide. Shipping options and costs are presented at checkout (or confirmed during approval for BYO workflows).
At this time we do not offer products and services outside of Canada.
Yes. For Calgary-area customers, pickup and drop-off can be coordinated depending on order size and scheduling. Details are confirmed during the approval process.
BYO orders involve shipping itemsto our studio(if you’re outside Calgary) and then shipping finished items back to you (if shipping is selected). We provide shipping instructions once your request is confirmed.
The customer is responsible for inbound shipping to our studio and return shipping for the finished items. We confirm the exact logistics during approval.
We provide address and shipping instructions after your request is confirmed (and after pre-approval for BYO). This helps ensure items are sent at the right time and linked correctly to your order.
Yes, split shipping may be available for business orders. Additional shipping charges may apply depending on the number of destinations and shipment method.
Yes, tracking is provided when orders ship using a tracked service. Tracking details are available through your order confirmation/fulfillment notifications.
Carrier transit times are outside our control. We can recommend shipping methods based on urgency and will ship as soon as the order is completed, but delivery timelines depend on the carrier.
Yes. Pickup can be arranged when the order is ready. We’ll confirm pickup timing and instructions during fulfillment.
Shipping costs are based on order size/weight, packaging requirements, destination, and carrier rates. The total is shown at checkout for standard orders, and confirmed during approval for workflows that require manual coordination (such as BYO).