Frequently Asked Questions

No. Send us what you have. It can be a finished file, a rough sketch, a photo, or a simple description.

We will review it and help you with the next step.

There is no minimum. We can make one item or several hundred.

Larger orders usually cost less per item.

We work with workplaces, teams, organizations, schools, clubs, brands, events, and individuals.

Yes. We can make one proof piece before a larger order.

The proof is charged at the single-item price. In many cases, that cost can be applied to the larger order if you continue.

Vector files are best. We accept AI, EPS, SVG, and vector PDF files.

You can also send PNG, JPG, or other image files. If the file is too small or unclear, we will tell you.

Send it anyway. We can clean up existing files, redraw some logos, adjust sizing, and prepare files for production.

If you need a full design created from scratch, we may refer you to a designer.

Yes. We send you a digital proof showing the size, placement, and production details.

Nothing goes into production until you approve it in writing.

We work as closely as possible to your file, but colours can look different on a screen than they do on fabric, ink, or thread.

If an exact colour is important, send us the Pantone colour before production.

Yes. We keep approved production files for two years after your last activity.

If you want us to keep them longer, please ask.

Most orders ship within five to ten business days after you approve the file.

Large or complex orders may take longer. We confirm the timing with your quote.

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

Availability depends on the garment, quantity, production method, design, and our production schedule. We will confirm what is possible before you place the order.

That depends on the garment, your design, the quantity, and how the item will be used.

• Embroidery works well for logos on caps, polos, and jackets.
• DTF printing works well for full-colour designs on many fabrics.
• Vinyl works well for names, numbers, and simple graphics.
• Rhinestones work well for decorative pieces.
• Laser engraving works well for metal goods such as bottles, mugs, and keychains.

We will recommend a method after we see what you need.

Yes. You can supply your own garments, or we can source them for you.

Customer-supplied garments are produced at your own risk. If one is damaged during production, we do not replace the blank garment.

We engrave metal goods such as stainless steel bottles, mugs, keychains, and tags.

We do not currently engrave wood, glass, leather, or acrylic.

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

Usually, yes. Per-item pricing goes down as the quantity goes up.

Ask us to quote the quantities you are considering.

Custom orders may need a deposit or full payment before production starts.

We use Stripe to process payments. We do not store your full card details.

Yes. Quotes are in Canadian dollars unless we tell you otherwise.

Taxes are added where required.

We ship worldwide.

Shipping time and cost depend on the destination and the order. See Orders and shipping for more details.

Complimentary shipping is available on eligible orders within Canada.

International shipping is quoted based on the destination and order.

Delivery time depends on the destination and carrier.

We will send tracking information when your order ships.

Yes. We email you a tracking number when your order ships.

Embroidery, DTF printing, and vinyl can last for years when the item is cared for properly.

Rhinestones and other specialty finishes need more gentle care.

Turn the garment inside out and wash it in cold water on a gentle cycle.

Tumble dry on low heat or hang it to dry. Avoid bleach, fabric softener, and high heat directly on the design.

See the Care guide for more details.

Custom and personalized items 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 the order and send photos of the issue.

See our Terms of Use for the full details.

Contact us within seven days and send photos of the damage.

We will review the issue and help with the next step.

Email us at hello@upperack.ca.