sales@staygolden.ca

Policies & Frequently Asked Questions
  • What is your turn around time? How soon can I get my order?

    Production turn around begins at the time when we’ve received payment for your order and we have all of the order details that we need to complete it. This generally includes colour choice, sizes and approved artwork. Once all of these things have been received, processing of your order will begin. From start to finish the process typically takes 10 business days (2 weeks).  Rush fees will apply if you are in need of your order sooner than our standard turnaround time (please see rush fees). Because Golden Custom purchases product from our vendors specific to your order, we will not be held responsible for wholesaler or mill shortages/outages, or weather conditions outside of our control which may result in delayed fulfillment.

     

    To ensure we can meet this window, please provide us with your order information and approve your artwork as soon as possible and try to refrain from post payment changes. If you receive a quote/order summary and it takes 48 hours to receive approval, your turnaround time will not begin until we have heard back from you. Changes to your order after payment and confirmation are not usually possible and will almost always cause delays.

  • How does payment for my order work?

    All payment, unless otherwise coordinated by Golden Custom Clothing staff, is required in full up front before orders are processed. The products we create are custom printed to your specification and once they have been printed they cannot be reused.  We require upfront payment because they cannot be returned to the supplier for a refund and cannot be sold by us as they are printed with your artwork. Don’t worry, we’ll make sure that you get what you’re paying for!

     

    Payment can be submitted by e-transfer to sales@staygolden.ca or paid in store by cash, Interac, Apple Pay, Android Pay or cheque. Cheques can be made out to "Stay Golden Apparel" or "Golden Custom Clothing." Frequent customers may request to set up a credit account. We do not presently accept credit cards.

  • Is there a minimum number of pieces required for an order?

    Our pricing model is built to reflect a minimum order of 12 pieces. Setup costs for a design are generally equal, no matter the size of the order. These costs are divided amongst the number of pieces, allowing us to offer bulk discounts. If we’re only printing 5 t-shirts, we still have to pay the same setup and labour fees, making small orders much higher in cost to produce.  In some cases during slower periods of the year we are able to produce smaller runs, however it is a good idea to be prepared for a minimum order of 12 pieces. In cases that we process an order lower than 12 pieces, artwork and setup fees will be applicable.

  • Are there any artwork, setup or other fees I should know about?

    We have no setup or artworks fees for orders over 12 pieces at Golden Custom Clothing. The price we quote for you for your order is the total cost.  Typically we do not process orders below 12 pieces but if there is room in our printing schedule it may be possible. Any orders below 12 pieces are subject to setup and artwork fees as necessary. HST is applicable to final prices.

  • I need my order sooner than 10 business days, can you help me? (RUSH FEES)

    Rush orders are order that have an in hand date sooner than our standard turnaround time, and such orders are subject to rush fees. Rush fees are based on a percentage schedule cost that will then be applied to your final invoice. For example if you need an in hand date of 5 days sooner than our standard turnaround time of 10 business days, then 50% of your total invoice will be added to your invoice as a rush fee. This will get you your order within 5 business days from payment and order confirmation This fee covers the additional hours we may need to run your order (many times outside of usual business hours) and any rush fees we may incur from our vendors. Golden Custom Clothing will not be held responsible for any shipping or extreme weather issues outside of our control.

     

    1 Day: 10%

    2 Days: 20%

    3 Days: 30%

    4 Days: 40%

    5 Days: 50%

     

    Rush orders are subject to time availability in our printing schedule and are not always possible. Our team must confirm via email before we accept a rush order.

     

  • Can I reorder a few shirts?

    Golden Custom Clothing waives setup fees for orders over 12 pieces. Reprints of 12 pieces or higher are welcome at normal pricing. Reorders of 6-12 pieces are available but are subject to setup fees to run the print again. It is never a bad idea to order an extra jersey or two for sports team or groups that have frequently have new members joining.

     

  • What format do I need to submit my artwork in?

    Vector format files (.AI, .EPS) are preferred for printing but high resolution .PDF's .JPEG's and .PNG's are also accepted. If your file is small in resolution size it may take us additional time to clean it up or recreate it. We offer free artwork and design help on orders over 12 pieces at Golden Custom Clothing.

  • Do you offer embroidery?

    Golden Custom Clothing does not presently offer embroidery.  We specialize in full colour digital printing and in many cases  this can be a better option to capture design details than embroidery (depending on the fabric of the garment).

  • How does sizing work?

    Sizing depends on the client's choice of garment. Sizing charts are available by request for all of Golden Custom's items.  Sizing samples for our high volume items are typically available for sign out but this can vary by the time of the year. While some items are available in a youth or ladies fit, unless otherwise indicated, sizing is always unisex adult.

  • Can I bring my own shirts for my order?

    Golden Custom Clothing does not offer contract printing on client provided pieces unless the merchandise is a garment or product that we do not offer in our core or extended catalog. If you have a product you wish to have printed that we do not supply, the minimum order quantity for printing is 12. Artwork fees will apply if your design is not print ready.

     

    Golden Custom Clothing assumes no responsibility for client provided merchandise. Mistakes happen in the clothing decoration process and in normal orders we replace these pieces at our own cost to fulfill orders. In the case of client provided pieces we will not be held responsible for replacing any merchandise that has a misprint or is damaged during the decoration process. We work with a wide array of wholesalers and in most cases can find almost anything you're looking for within our supply network.

  • Artwork Ownership

    When clients send pre made artwork for print, they acknowledge that they have all licenses and rights to the artwork they submitted, releasing Golden Custom Clothing from any legal liability pertaining to copyright issues. We claim no ownership of any artwork provided by the client that maybe subject to copyright infringement. We are simply printing the artwork. The client claims all ownership of the artwork they wish to submit for printing and will be held responsible for any copyright disputes.

     

    Please note that graphic design work done free of charge by Golden Custom Clothing for original designs is not released and is the sole property of Golden Custom Clothing.

  • I don't need shirts but I need a logo designed, can you help me?

    Sure, we offer graphic design at a starting rate of $35.00 per hour plus HST. Free design help is included for logos with clothing orders of over 12 pieces. More in depth design work, brand development and creative consulting can also be arranged.

     

    Please note that graphic design work done free of charge for clothing orders is not released and is the sole property of Golden Custom Clothing.

     

  • What is your return policy?

    Returns are not accepted on custom merchandise unless an item is defective (error in print or garment construction). Clients must notify Golden Custom of any defects or misprints requiring a return within 5 business days of receiving their order. It is the client's responsibility to ensure proper information and sizes are ordered for groups. Sizing charts are available for all of our items.

     

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sales@staygolden.ca

(902) 982-3828

17 Campbell Rd.

Charlottetown,

Prince Edward Island

C1E 1Z2

 

OFFICE HOURS

Monday: 10:00am-5:00pm

Tuesday: 10:00am-5:00pm

Wednesday: 10:00am-5:00pm

Thursday: 10:00am-5:00pm

Friday: 10:00am-5:00pm

Weekends: Closed

© Copyright 2015. All Rights Are Reserved by Golden Custom