Skip to content

Frequently Asked Questions

OVERVIEW OF THE ORDERING PROCESS

Once you place your order, you’ll receive an e-mail confirmation with your order number. If you have artwork you’d like us to use or work from to create new art, follow the instructions to upload your files upon checkout, or email us your order number and attach your art. Shortly thereafter (during business hours), you’ll receive an email from the Customer Care Representative who will be taking personal care of your order. This promotional products expert will fully review your order, make suggestions, confirm dates, and review your artwork.

Once all of the details are set, the next thing you’ll receive a mock-up of the item(s) you’re purchasing. There, you’ll have the opportunity to approve the artwork or make suggestions for changes and improvements. Once you’ve approved the art, you’ll see an order confirmation with all of the dates and charges.

Remember, nothing goes into production without your approval!

ARTWORK

Your artwork should be sent as a vector file (.eps, .ai, .pdf). Our professional art team will work with what you have to create exactly what you need. Don’t have art? Just tell your Customer Care Rep what you’re thinking of, and we’ll create it for you (additional fee applies to custom artwork).

Yes! We keep your artwork on file to make reordering and using your art on other products simple and easy!

You can upload your artwork to the Union Shops website, or attach it in an email to shop@unionshops.ca. Be sure to include your order number in your email.

Yes! Keep in mind, however, that in some cases, there is an additional charge for this service in order to get the specialized ink if an exact match is required. There are also a few products where, due to the limitations of the imprinting process, exact PMS matching isn’t possible. Your Customer Care Rep will help you with this. If you don’t require an exact match but would like us to be ‘as close as possible,’ we’re happy to help. Just let us know which colors we should be working towards in the ‘additional comments’ section (during the ordering process), or let your Customer Care Rep know.

SHIPPING & DELIVERY

Production times are listed for every item on the site. This is the number of business days it takes to print your item with a single-colour imprint after you’ve approved your artwork. As part of the online ordering process, we will display any shipping charges and details. If you need an item faster than the production time shown or if you have any questions, please feel free to contact us – we love a challenge and would be happy to help!

Sure! Just let your Customer Care Rep know, and they’ll be happy to assist. Please note – there will be an additional charge for shipping to multiple locations.

In many cases, yes. It’s best to work with our Customer Care Team on this as each case is a bit different. Please contact us!

Yes. Just let your Customer Care Rep know (you’ll get an e-mail from them shortly after you place your order!), and they’ll be happy to help.

PAYMENT

We accept Visa, Mastercard, cheques (payable to Union Marketing), wire transfers and e-transfers (please contact us for details); however, we do not accept personal cheques.

Any organization who wishes to obtain credit terms must complete a credit application form in order to establish a credit limit with terms (please contact us for details).

All sales completed under credit terms require a prepayment of 50% in advance of production and 50% to be paid on the credit terms established. All prepaid (in full) orders – after the first order – will receive a 2% discount for prepayment.

GENERAL ORDERING INFORMATION

We only charge you for what you ordered. In the unlikely event that we ship fewer items than what was ordered, you’ll only be charged for what you received.

You can cancel any time prior to the order going into production. Once items have been imprinted with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Customer Care Rep, and they’ll be happy to assist you.

Some of the items we offer have ‘set-up’ fees (imprint set-up fee, screen set-up fee, new die creation fee, etc.). It is important to note that these are NOT art charges; these are one-time-per-order, fixed production fees required to create the screen, die or other necessary items to imprint your specific logo.

If you place an exact reorder (same art and item), some fixed set-up fees may still apply (such as imprint set-up fee). However, once we’ve prepared your logo in a digitized format for embroidery, we don’t charge you a new tape or digitizing fee to embroider any other item.

Yes! Unless it is an exact reorder, you always see an ‘e-proof’ of your item, which must be approved by you before we proceed!

Yes! We’re happy to send you a sample of any item(s) you’re considering. Please contact your Customer Care Rep for details regarding sample costs as well as our shipping and return policies.

Most of the time, the minimum quantity shown is the required minimum, although we encourage you to call if your require fewer items, so we can offer assistance. If you need to order more than the quantities shown, please call us toll free at: 1-844-748-6466

If the artwork you have supplied is subject to copyright or license restrictions, we may ask you to sign a release form, warranting that you have unrestricted right and authority to use and distribute that artwork; please note that this process is industry standard.

If you’re unhappy with your order because the product is defective or ‘not as promised,’ just contact your Customer Care Rep, and we will work with you to ensure you’re 100% satisfied.

Table of Contents