How ordering works

1. Send us your request. Tell us what you need, the quantity, and when you need it. You can include a logo, design, photo, link, or other reference.
2. We review the details. We confirm the garments, production method, quantity, timing, and price.
3. You approve the order. We send the details and proof for your review. Nothing goes into production until you approve it.
4. We make your order. Production begins after approval and any required payment.
5. We ship it. We send tracking information when the order leaves us, where tracking is available.

Pricing

Pricing depends on the garment, production method, design, and quantity.

Quotes are in Canadian dollars unless we tell you otherwise. Taxes are added where required.

Written quotes are normally valid for 30 days unless the quote says something different.

Approval

Before production begins, we send you the order details and a digital proof.

Please check the design, size, placement, quantity, garment, and other details carefully.

Nothing goes into production until you approve the order in writing.

Payment

We confirm payment terms with your order.

Some custom orders require a deposit or full payment before production begins.

Available payment methods are confirmed when you order.

Production time

Most orders take five to ten business days after approval.

A 24-hour turnaround is available on select rush orders.

Rush availability depends on the garment, quantity, production method, design, and our current production schedule. We will confirm what is possible before production begins.

Shipping in Canada

Complimentary shipping is available on eligible orders within Canada.

We choose a suitable carrier for the order and send tracking information when available.

Worldwide shipping

We ship worldwide.

International shipping cost and delivery time depend on the destination and the order. We confirm these details before shipment.

Customs duties, taxes, or import fees may apply depending on the destination. These charges are the customer’s responsibility unless we tell you otherwise.

Delivery time

Delivery time depends on the destination, carrier, and shipping service.

Carrier delivery dates are estimates and can be affected by weather, customs, peak periods, or other delays outside our control.

Tracking

We send tracking information when your order ships, where tracking is available.

If you have a question about a shipment, email hello@upperack.ca and include your order reference.

Changing your delivery address

Contact us as soon as possible if you need to change your delivery address.

We may be able to change it before the order ships. Changes may not be possible once the carrier has the package.

Damaged or missing orders

If your order arrives damaged or does not arrive when expected, contact us as soon as possible.

For damaged orders, please send photos of the package and affected items so we can review what happened and help with the next step.

Returns

Because custom and personalized items are made for you, they cannot normally be returned because of fit, preference, or a change of mind.

If there is a production problem, contact us within seven days of receiving your order.

See our Terms of Use for the full return terms.