How the process works

Every order moves through the same sequence. Most projects take one to two weeks from first message to delivery, depending on complexity and quantity.

Quotes and pricing

All quotes are in Canadian dollars. Written quotes are valid for thirty days from the date of issue. Pricing reflects the garment, the decoration method, the design complexity, and the quantity. Applicable taxes (GST plus Saskatchewan PST / applicable provincial taxes).

For larger orders, we will quote both single-unit and bulk pricing on request so you can compare options.

File preparation and approval

Before any production begins, we send you a digital proof showing exactly how the design will be placed and produced. The proof is the final reference point — nothing goes to the production floor until you approve it in writing (a reply email is fine).

Changes during the proof stage are part of the quoted price. Changes requested after approval, or after production has started, may incur additional charges, and we will tell you what those are before proceeding.

Payment

Custom and made-to-order projects typically require a deposit or full payment before production begins. We process payments through etransfer, paypal, Wave/Strip Payments. We accept all major credit cards.

For organizational customers with established history, we can arrange other payment terms on request.

Production timing

Standard production time is five to ten business days from file approval. This varies with order size, decoration method, and seasonal volume. Embroidery on larger quantities and engraving on hard goods can take longer; simple vinyl or DTF runs are often faster.

If you have a deadline, tell us at the quote stage. We will confirm whether the timeline is achievable and what, if any, rush adjustments apply.

Shipping within Canada

We currently offer complimentary shipping on all orders within Canada. This is a service benefit we may modify, restrict to certain order types or thresholds, or withdraw at any time without prior notice.

We currently ship via Canada Post and Purolator, choosing the carrier that fits the order best. All shipments are tracked. Once a shipment is handed to a carrier, risk of loss passes to you.

Delivery times

Approximate transit times from Saskatchewan, in business days, once an order leaves us:

• Saskatchewan (in province) — 1 to 2 days
• Alberta and Manitoba — 2 to 3 days
• British Columbia and Ontario — 3 to 5 days
• Quebec and Atlantic Canada — 5 to 7 days
• Yukon, Northwest Territories, Nunavut, and remote postal codes — 7 to 14 days, sometimes longer

These are carrier estimates, not guarantees. Weather, peak shipping periods, and remote routing can extend timelines. We are not responsible for carrier delays.

Tracking your order

A tracking number is emailed to you when your order ships. Use it on the carrier’s website (Canada Post or Purolator) to follow your shipment.

If you have not received tracking within forty-eight hours of expected ship date, email hello@upperack.ca and we will check on it.

Address changes

If you need to change a shipping address, email us as soon as possible. Address changes are usually straightforward before an order is packed but cannot always be made once an order has been handed to a carrier. We will redirect a shipment where the carrier allows it; in some cases the package will need to be returned and reshipped, at no additional cost to you.

Damaged or lost shipments

If your order arrives damaged, or does not arrive within a reasonable window of the carrier’s estimate, contact us within seven days of expected delivery. Include photographs for damaged shipments. We will assist with carrier claims and repair, replace, or credit affected items at our discretion.

Returns and refunds

Because items are made to your approved specifications, custom and personalized items are not eligible for return based on preference, fit, or change of mind.

Items with verified production defects are repaired, replaced, or credited at our discretion, provided:

• The issue is reported to us within seven days of receipt
• You provide photographs of the defect
• The item has not been worn, washed, or altered

This policy is summarized here; the full return terms, including consumer protection carve-outs, are in our Terms of Use.

Questions about an order

Email hello@upperack.ca with your order reference.