Frequently Asked Questions
(Click on any question to expand.)
How does your pricing work?
Wondering how much your promotional merchandise will cost? Simply view the pricing table on the product page of the item you are looking at, count up how many units of that item you'll be ordering, and the price listed is the price you'll pay. (All pricing tables are just below the primary product image.) The pricing listed in that table includes one logo in one location on the product, and free standard shipping within Canada.
Need more personalization on your items? Check out the ‘Optional Extras’ section on the product page to view what other decoration options are available. Still can’t figure out your price? Contact us and we will be happy to assist you!
What happens once I place my order?
- Immediate Confirmation Email: Immediately after placing your order, you will receive an automated email confirmation with your order number.
- Initial Merchologist Email: Within 1-2 business days, your assigned Merchologist will reach out to confirm your logo colours, logo location on the item, and desired decoration method. We will also verify whether you have a firm deadline for the order.
- Digital Proof Emailed to You: Once your logo details & dates are confirmed, you will receive a proof via email of your digitised logo.
- Proof Approved by You: You must approve your logo proof within 24 hours to keep your order on schedule! Excessive edits to the logo, or delays to the approval, will likely cause delays to your order ship date. We will not process your order until we hear back from you.
- Production: Once the logo is approved, the order goes into production!
- Order Ships: You will receive an email with your tracking number once your order leaves our warehouse.
Because the digitising and decoration charge of one logo (up to 10,000 stitches for embroidery and up to 2 colours for screen printing and heat transfer) are FREE on all orders, your price will always be the same as what was shown in the order confirmation you received post order placement. You may face additional charges if you choose to change your logo size, add an additional logo or colours to an existing logo, expedite your shipping, or “rush process” your order. In those cases, you will be notified about those charges from your Merchologist and will have to purchase them separately in a new “shopping cart” before we proceed – we will never charge your credit card without your permission!
General Ordering Information
Will I see a proof before my order goes into production?
Yes! Unless it is an exact reorder, you always see a proof of your logo before we proceed with decoration. You must approve your logo proof within 24 hours to meet your “Ships By” date.
What is the "Small Run Fee" and how do I get rid of it?
Almost every product on our site has a pricing table shown on the "Pricing" tab on the left side of the page. If you do not hit a minimum quantity on any of the products in your cart, a "Small Run Fee" of $60.00 for embroidery will be added on the cart page. This fee is to cover the costs of running an order of this size.
But have no fear: there are several ways to get rid of it!
- Companion styles and related products can be used to get to the minimum on embroidery orders. e.g. If a minimum for a product is 12 pieces, 6 Men's + 6 Women's will get you there; same with 6 Blue + 6 Black.
- Get to the minimum for any wearable or bag that is being embroidered and the fee is removed.
- Or, save up your quantities and buy everything at once or alternatively, purchase a few more than you might need!
What is the "Small Order Import Fee" and how do I get rid of it?
Due to having certain brands and products that ship from the United States to Canada, we have the "Small Order Import Fee" to help cover the tariffs & fees for importing a small quantity of U.S. products into Canada.
Similar to the above Small Run Fee, if you'd like to remove this from your cart, simply reach a minimum quantity in any style in your cart that is denoted with the "Small Import Fee" message on the pricing table of the product page. You can also use other colours of the style or the men's/women's companion style to reach the minimum.
You can also remove this fee by only shopping Canada brands, all of which you can see here!
Can I cancel or change my order?
You can cancel at any time prior to the order going into production. Once items have been decorated with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Merchologist as soon as possible and they’ll be happy to assist you.
What is your GST/HST Number?
Our Business Number for GST & HST is 72216 5495 RT0001.
How large of a logo will you embroider for free?
We will embroider one logo up to 10,000 stitches for free. Nearly all of the corporate logos used on a chest, sleeve, cuff, or hat are under this stitchcount.
How do I know how many stitches my logo is?
You can view some sample stitchouts here, showing various logos & their stitchcounts. Additionally, we'd be happy to review your logo ahead of time and give you an estimate on stitchcount and any potential extra charges (if applicable).
What if I need a larger logo than 10,000 stitches? Or two logos?
We would be more than happy to give you a quote on requests such as this. Otherwise, once we receive your order, we will get in touch with you if any further charges apply.
What kind of artwork can I upload?
If you have them, we prefer high-resolution JPEG, PDF, EPS, or AI images. However, we will take whatever you've got--we've seen pretty much everything! Or, if you have a DST embroidery file, upload it with your thread colours, and we can skip right to the "sewing out a proof" step! (NOTE: You only need to upload your image file once per order--i.e. it doesn't need to be uploaded with each style and/or colour you are purchasing.)
Do you keep my art on file?
Yes. We keep your artwork on file to make reordering and using your logo on future products as easy as possible.
Where do I upload my artwork?
We want to make placing an order as simple as possible, so we offer multiple options for logo upload. You can either upload it on the product page, select "Add Logo Later" and your Merchologist will get it from you your order is placed, or email it to email@example.com with a reference to your order number.
Can I specify a PMS colour for my imprint?
Yes. Keep in mind that in some cases, exact PMS matching isn’t possible, but we'll get as close as we possibly can with our thread colours. Your Merchologist will help with this as much as you'd like, too! You can always include a message about PMS colours in the "Comments" section of the ordering process, or just let your representative know (you’ll get an e-mail from them shortly after you place your order).
Can I order apparel without embroidery?
All apparel from retail brands requires embellishment--the one exception is sample orders of 1-2 pieces. Certain "non-retail" brands can be ordered blank, such as Sport-Tek, Elevate, Next Level, Port Authority, etc. Please inquire if you'd like to know more.
What other decoration options do you have available?
View our Decoration Dictionary here to learn more, but if a product has a decoration type other than embroidery, it will be listed on the product page in multiple places.
Does Merchology offer screen printing?
Absolutely! We've pre-selected many products to default to printing vs. embroidery, but if you're not seeing an option you want, just let us know.
Shipping & Delivery
How long will it take to get my order?
All products on our site include a calendar with estimated ship dates on the product page – that is your most accurate resource for lead times! In addition, we offer all manners of UPS shipping methods, but our free UPS Standard shipping can get to almost all of Canada within 5 business days. In addition, rush processing is available--please contact us for more details.
Will I need to pay duties/tariffs on my order?
No. You'll see 100% of your order total at checkout, and you will owe nothing further in terms of duties, taxes, or import fees after your order has been placed.
What is your GST/HST Number?
Our Business Number for GST & HST is 72216 5495 RT0001.
Do you offer rush processing?
Yes, we offer rush processing on most products in our site. Please contact us.
How long will it take to get my order? (blank samples)
Blank (un-embroidered) sample goods ship between 1-5 business days, plus transit time to your location.
Do you offer expedited shipping?
Yes, you can select UPS Express or UPS Worldwide Expedited with costs based upon the weight of your goods. (Expedited orders for suitcases and golf bags may incur further shipping charges, however.)
Can I ship on my own account?
Yes. Just let your Merchologist know (you’ll get an e-mail from them shortly after you place your order) and they’ll be happy to help.
How do I order samples?
If you are in need of a sample before the purchase of your group order, please select "Sample" as your decoration option on the product page. Un-decorated samples can be returned for a refund & no additional charges if the style is not chosen by your company or group. All sample orders exceeding $250 will incur a 15% restocking fee. The customer is responsible for the shipping costs on all sample order returns. (Please note that some samples ship from the United States; see below.)
Why does my sample order have a "Small Order Import Fee" being added to it?
If you have a sample item in your cart, and you are seeing a "Small Order Import Fee", that means the item ships from the United States. If you only need a single sample item (1 unit), your Small Order Import Fee will be waived upon order placement. Sample orders for more than 1 unit will be charged that fee to help cover the costs of shipping from the U.S.
What type of payments do you accept?
We accept all major credit cards, Paypal, and pre-approved Net 30 terms.
When do you charge my credit card?
We authorise your card once you place the order on our website, but we do not collect the funds until we verify your product is in stock.
Do you offer Net 30 terms?
Yes. There is a $500 minimum on all opening Net 30 terms orders. Please contact us before you place your order if you'd like to get set up on Net 30 terms.
What if I’m unhappy with my order?
If you’re unhappy with your order because the product is defective or the imprint quality isn’t what you expected, contact your Merchologist and we’ll rerun your order or refund your money. Your experience with Merchology means everything to us and we will do our best to work with you on any issue. On all other types of returns, you will be issued a refund minus the original shipping charge (if applicable). In these instances, the customer is responsible for shipping the goods back to Merchology. We must be notified of all returns within 30 days.
Can I return embroidered apparel?
The only returns we can accept are for defective apparel or defective decoration. However, we will try and help you out as much as we possibly can, within reason.
What if I need to cancel my order?
If an order is cancelled due to extenuating circumstances before it is decorated & shipped, you will be refunded in full provided your logo has not been digitised & stitched out or issued a proof for approval.
Trademarks & Logos
If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.
Certain retail brands have logo use guidelines that Merchology follows; we reserve the right to cancel orders with logos that do not conform to those guidelines.
The artwork, designs and trademarks shown on products on this site are examples of the products and imprinting services we offer. They do not represent endorsement by the owners of the artwork, designs or trademarks.
All prices and product information are subject to change without notice.