Starting a project

Do I need to know exactly what I want before contacting you?

No. Whether you have a finished file ready to print, a rough sketch, or just an idea you are trying to figure out, we can work from any starting point. Submit what you have through the Start a project page and we will respond within 24 hours with the next step.

What is the minimum order?

There is no minimum. We produce single pieces as readily as runs of several hundred. Per-unit pricing reflects volume. Single items cost more per piece than larger orders, but we will quote any quantity.

Who do you usually work with?

Teams, organizations, small businesses, schools, clubs, and individuals across Canada. Our work is best suited to groups who want something durable and considered. We also welcome individuals on smaller projects.

Can I see a sample before placing a larger order?

Yes. We can produce a single proof piece before committing to a full run. Proof pieces are billed at single-unit pricing and the cost can usually be credited against the larger order if you proceed.

Files and design

What file formats do you accept?

Vector files are best: Adobe Illustrator (.ai), EPS, SVG, or vector PDF. For raster images such as logos that exist only as photos or PNGs, we need at least 300 DPI at the final print size. If your file is below that, send it anyway and we will tell you whether it can be used or needs to be redrawn.

I do not have a finished design, can you help?

Within limits, yes. We clean up existing artwork, redraw logos, adjust sizing, and prepare files for production. Full graphic design from scratch is not our specialty, but we can refer you to a designer if needed.

How does file approval work?

Before production begins, we send you a digital proof showing exactly how the design will be placed, sized, and produced. Nothing goes to the production floor until you approve the proof in writing.

Will the colors match my file exactly?

We work as closely as possible to your reference, but we cannot guarantee a perfect screen-to-fabric match. Screens display colors differently than ink on fabric or thread on textile. If color accuracy is critical, specify Pantone colors and let us know before production so we can confirm the closest available thread or ink.

Do you keep my files for reorders?

Yes. We keep your approved production files on record for two years from your last activity, so reorders can usually be placed without resubmitting files. Files are deleted after that unless you ask us to retain them longer.

Production and methods

How long does production take?

Typical orders ship within five to ten business days of file approval. Larger orders, complex designs, or peak periods may take longer. We confirm a timeline with each quote.

Which decoration method is best for my project?

It depends on the garment, the design, the quantity, and how the piece will be worn. As a rough guide:

• Embroidery for logos and lasting marks on caps, polos, and jackets
• DTF printing for full-color or photographic designs on most fabrics
• Vinyl for sharp single-color graphics, numbers, and names
• Rhinestone for decorative or specialty pieces
• Laser engraving for hard goods such as metal bottles, mugs, and keychains

We will recommend the right method once we see your design and intended use.

Can you produce on garments I supply?

Yes. You can supply your own blanks or we can source garments for you. Customer-supplied garments are produced at your own risk. If a garment is damaged during production, we are not responsible for replacement of the blank.

What materials can you engrave on?

We engrave on metal goods including stainless steel water bottles, mugs, keychains, tags, and similar items. We do not currently engrave wood, glass, leather, or acrylic.

Pricing and payment

How is pricing calculated?

Pricing depends on the garment, the decoration method, the design complexity (number of colors for print and vinyl, stitch count for embroidery), and the quantity. Setup costs are typically included in unit pricing for orders above a small threshold.

Do you offer volume discounts?

Yes. Per-unit pricing drops as quantity increases. The exact thresholds depend on the method. If you are considering a larger order, ask for both single-unit and bulk pricing and we will quote both.

How does payment work?

Custom orders typically require deposit or full payment before production begins. Payments are processed through Stripe. We do not store full payment card details. For organizational customers with established history, we can sometimes arrange other payment terms.

Are prices in Canadian dollars?

Yes. All quotes are in CAD unless explicitly stated. Applicable taxes (GST plus Saskatchewan PST, or HST or PST in other provinces where applicable) are added at the time of payment.

Shipping

Where do you ship?

We currently ship anywhere in Canada with complimentary shipping. We do not ship internationally at this time. For full details, see Orders & Shipping.

Is shipping really free?

Yes. We cover the cost of shipping within Canada. This is a service we offer at our discretion and may modify in the future, but for now there are no shipping charges on Canadian orders.

How long will delivery take?

Production time plus carrier transit. From Saskatchewan, transit is typically one to two business days within the province, two to four days to Alberta, Manitoba, British Columbia, and Ontario, and four to seven days to Quebec and Atlantic Canada. Remote and Northern locations may take longer.

Can I track my shipment?

Yes. A tracking number is emailed to you as soon as your order ships.

Care and longevity

How long will the design last?

Properly cared for, embroidery, DTF prints, and vinyl applications hold up for many years of regular wear and washing. Rhinestone and specialty applications are more delicate. Engraved goods are essentially permanent.

How should I wash custom apparel?

Turn the garment inside out, wash in cold water on a gentle cycle, and tumble dry low or hang to dry. Avoid bleach, fabric softener, and high-heat ironing directly on the design.

Returns

Can I return a custom item?

Because items are made to your specifications from your approved files, custom and personalized items are not returnable based on preference, fit, or change of mind. Defective items are repaired, replaced, or credited at our discretion. Report defects within seven days of receipt with photographs. Full return terms are in our Terms of Use.

What if my order arrives damaged?

Contact us within seven days of receipt with photographs. We will assist with carrier claims and repair, replace, or credit the affected items.

Still have questions?

Email us at hello@upperack.ca. We answer within 24 hours during the work week.