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FAQ & Policies

FREQUENTLY ASKED QUESTIONS

AND ORDER POLICIES

What is your order 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. This process can be done directly on our website via the design studio and check out process or directly with our team via email. From start to finish the production 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 fee section below). Golden Custom purchases product from our vendors across North America specific to your order and thus cannot be held responsible for extreme weather conditions outside of our control which may result in delayed fulfillment.

To ensure we can meet this window, if ordering directly with us via email, please provide us with your order information and approve your artwork as soon as possible and try to refrain from post payment changes. Changes to an order after payment and confirmation are not always possible and usually cause delays. For more information on our turn around time, please see the Service Levels page on our website.

 

How does payment for my order work?

All payment for direct to consumer orders, 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!

Orders placed online can be paid for using Visa, Mastercard, or Paypal right here on our site or customers have the option at checkout to come into our production facility in Charlottetown to pay. Payment in person can be made in cash, Visa, Mastercard, Interac or cheque. Cheques can be made out to "Golden Custom Clothing"

We also currently accept payment via e-transfers, which can be sent to sales@staygolden.ca. Please ensure that the memo of your transfer includes either the invoice number for your order or the name of the group that the order is for.

 

Is there a minimum number of pieces required to create an order?

We are pleased to say that we now offer as few as one t-shirt with a custom print through direct to garment printing. Items on our website that are marked "Order as Few as One" qualify for direct to garment printing and can be ordered as singles. Ordering over 12 shirts will always give customers access to more competitive wholesale pricing. Some items, made out of polyester. nylon and other fabrics cannot be printed using this decoration method and have a minimum order size of 12 pieces. The minimum order quantity for embroidered hats is 24 pieces.

We have also recently introduced a Same Day Print Program which allows customers to email us directly or walk into our production facility to order single t-shirts with any design they would like. We are able to offer same day turn around on single one off custom black and white t-shirts which we now keep in stock. See our "Same Day Print Program" under the "Services" section of our website for more details.

 

Are there any artwork, setup or other fees I should be aware of?

We have no setup or artworks fees for orders over 12 pieces at Golden Custom Clothing as we include basic design and formatting help in our pricing. The price we quote for you for your order is the total cost. For orders smaller than 12 pieces, there is an additional cost to set up a design for screenprinting, vinyl and embroidery. There are no setup fees for Direct to Garment printing. If your artwork is not in a suitable format for printing, there may be an additional charge for our graphic design team to recreate your design in a print ready format for production.

 

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 6-11 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 frequently have new members joining. Certain garments that can be decorated using Direct to Garment printing are always available in as few as one piece.

 

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 prepare or recreate it. We offer free artwork and design help on orders over 12 pieces at Golden Custom Clothing.

 

Do you offer ladies and youth size clothing?

Yes, we do offer ladies and youth sizing in select products. We do not currently offer toddler sizes. Separate products for ladies and youth sizing are listed on our website when available. In the case that a group is placing an order via email, it is important that when information is sent to us, any requested ladies or youth sizes are clearly indicated (example: "Youth Large" not "Large"). Orders placed with us via email are processed as adult unisex sizing unless clearly indicated by the client.

 

How does your sizing run?

Sizing depends on the client's choice of garment as many of our pieces come from different manufacturers. Sizing charts are available by email request for all of Golden Custom's items. Sizing samples for our high volume items are typically available for sign out at our production facility in Charlottetown but this can vary by the time of the year. Some of our items are available in a youth or ladies fit but unless otherwise communicated, 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. Should you have a product you wish to have printed that we do not offer, we have a special print price list available upon request.  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 we can find almost anything that you're looking for within our supply network.

 

Artwork Ownership

In situations where clients submit artwork for print, they acknowledge that they have all licenses and rights to the artwork that they have 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 $40.00 per hour plus HST for in depth design projects, brand development and creative consulting. A 50% deposit on quoted design projects is required before commencement.

Free design help is included for logos with clothing orders of over 12 pieces. 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.

 

I need my order sooner than 10 days, can you help me? (Rush Fees)

Rush orders are orders 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 cannot be held responsible for any shipping or extreme weather issues outside of our control. 

1 Day: 5%

2 Days: 15%

3 Days: 20%

4 Days: 25%

5 Days: 30%

Rush orders are subject to time availability in our printing schedule. For more information on our turn around time, please see the Service Levels page of our website.

 

 

 

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