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WHAT IS A SETUP CHARGE?

 A setup fee is the cost associated with the creation of a dye, plate, screen, or other fixture that is used on the machines to print your logo on your desired item.

That's a fancy way of saying it's the cost of running the machines and customizing your products. It takes ink and high-tech devices to get your design printed. This setup charge helps make that possible.

WHEN ARE MULTIPLE SETUP FEES APPLIED?

You will likely pay multiple logo setup fees in the following situations:

• Your design is screen printed or pad printed on an item using more than one color.
• Your design is printed on more than one location on the item.
• You order a bunch of different products at one time.

Of course, there are exceptions to these rules.

Remember – we are always one call or email away. We know all about setup fees and will be able to help you find something that works for your budget.

WHAT IS DIGITIZING?

Digitizing is transferring the logo or design into an embroidery file called a .dst. The .dst file is the only format that the embroidery software and machines can read. This file is quite complicated as it needs to know where the needle goes, what stitch type, which stitch underlay to choose, the colour sequence, where to trim and tie off, etc., etc. The file type is industry specific and you are not able to create this at home without digitizing software.

Digitizing is a one-time set-up fee so you will only be charged this once per design or logo.

If you believe you’ve had your logo or design digitized in the past, please let us know.

WHAT IF I ALREADY HAVE MY .DST?

We are able to quote you using your own .dst; we just need to see the file and quote based on the stitch count that your .dst file is. If we foresee there being an issue with your .dst we will let you know. Providing your own .dst file means you will not have to pay the initial digitizing fee, but it will not affect the run charge.

CAN I ORDER ANY APPAREL SIZE BREAKDOWN I WANT?

You can definitely order a variety of sizes for your apparel orders! Let's say you're ordering 50 total. Whether you need 40 large shirts and 10 medium, or 15 smalls, 3 mediums, 8 larges, 23 extra larges, and 1 extra large, you'll be able to get exactly what you need, no problem!

Please note: Sizes XXL and larger may require an additional charge depending on the item.

CAN I ORDER A SINGLE ITEM IN MULTIPLE COLOURS?

This may be possible! It all just depends on the item you choose. Certain products can be separated into a few colours of your choice, while others are available in only one colour per order. There's also the chance that you can order your product in a random assortment of different colors, which is most likely an option for small, inexpensive items like pens and pencils.

We Usually Offer Multiple Colours by Case Quantities

Let's take a best seller like a collapsible Koozie can cooler. These products ship in case quantities of 100 – in other words, we can ship 100 Koozies in each box. So if you wanted to order 500 Koozies, you could order them in up to five different boxes. This guarantees that you'd get 100 Koozies in five different colors.

Choose Your Colours

No matter what color combination you have in mind, there are a variety of choices that can work for you.

Please note: you have the option to choose more than one imprint color, but every extra color you choose will be an additional cost.

HOW MUCH IS SHIPPING AND HANDLING?

Shipping and handling depends on your postal / zip code and which products are being shipped. This will always be disclosed, so you won't have any surprises or sudden upcharges when placing an order.

WHY DOES MY SHIPPING COST SO MUCH?

There are a lot of little details that go into calculating your shipping cost, here are some of the variables that affect the cost of shipping.

• Weight
  This factor is pretty straightforward. Your order will cost more or less depending on how much it weighs when placed on a scale. The more it weighs, the more expensive your shipping will be.
• Dimensional Weight
  Not all of our items are very heavy. For example, items like Koozies and tote bags are actually pretty light. However, they are typically shipped in large boxes. This is where dimensional weight comes into play. Even though your items may not weigh a lot, a large box still takes up a lot of room on the truck (or train, or plane).
  So what is dimensional weight anyway? Well, it's essentially the cubic size of your package.
• Box Dimensions
  Calculating cubic size can be tricky, and isn't done on a regular basis by most. Here, we'll break it down for you in an impromptu math lesson:
  The cubic size of your package is calculated by multiplying the height by the length by the width, or Height x Length x Width. You can measure in either inches or centimeters.
• Shipping Method
  Your shipping will always cost less if you ship using Standard Ground shipping. If you require 3 Day Air, 2 Day Air, or Overnight shipping, the price increases. Overnight shipping is the most expensive. The faster you have your items delivered, the more expensive your shipping will be.
• Transit Distance
  Another important factor in calculating your shipping is how far your items have to travel. The more distance between the factory your items are shipping from and your delivery location, the more expensive your shipping will be. Why's that? Because the further your items have to travel, the more fuel is used to transport them, which means more money is needed to get from point A to point B.

WHAT IS THE RETURN POLICY?

We're here to make sure you're 100% satisfied with your experience. Our sales team will do everything possible to ensure you're comfortable with placing an order and happy with the products you receive. But we also know sometimes things happen.

For one reason or another, you may need to return your products. In the case of a return, we have a few guidelines you should know about.

How to Return Printed Products

We can't accept any products once they've been printed with your design or text. This might seem scary as most of our products are customized, but don't worry, we aren't going to leave you in the dark.

You'll know exactly how your product will look before you order with a virtual proof.  If it doesn't look right, let us know and we'll fix it. Your order doesn't get started until you give us the okay!

Plus, you can get a free sample of your product (please ask us how), so you'll know what you're getting before it even arrives.

What if there is an error with my order

It is  possible there may be a mistake with your order. Before we can begin your claim, you'll need to provide a sample of the damaged or misprinted goods. Snap a few pictures and send over to our team, or better yet, send us a physical sample of the product. We may need to test it out in person depending on the claim. Keep in mind that no returns are accepted after 5 working days so let us know if you have a concern asap and we'll take care of the problem! Remember, we're here to make sure you're happy, every time!

If you do have any concerns, please be sure to reach out to us within 5 working days after you receive your order. Any return past this point may not be processed. It's all about making sure we continue offering the best of the best to every customer!

WHAT IF THERE IS AN ERROR / QUALITY ISSUE WITH MY ORDER?

It is  possible there may be a mistake with your order. Before we can begin your claim, you'll need to provide a sample of the damaged or misprinted goods. Snap a few pictures and send over to our team, or better yet, send us a physical sample of the product. We may need to test it out in person depending on the claim. Keep in mind that no returns are accepted after 5 working days so let us know if you have a concern asap and we'll take care of the problem! Remember, we're here to make sure you're happy, every time!

If you do have any concerns, please be sure to reach out to us within 5 working days after you receive your order. Any return past this point may not be processed. It's all about making sure we continue offering the best of the best to every customer!

WHAT TYPE OF ARTWORK DO YOU NEED?

For best results, a vector art file. Which should include fonts, outlined or converted to curves (paths). This file can be provided in the following formats – Adobe Illustrator, Photoshop, Encapsulated Post-Script (.eps), or Adobe PDF

DO YOU OFFER ART SERVICES?

Yes! If you’re unable to provide vector art of your design, we have a stellar in-house graphics department who can convert the artwork that you provide for a minimal charge. Fees are charged at a rate of $15 per 15 minute time blocks – call for a quote and details.

HOW DO I SUBMIT MY ARTWORK FILES?

You can either email your artwork to toa@toa.ca, please add the name of your organization in the Subject line.

You can also upload directly from our website, on the top right had corn link to the Art Upload tab, fill in the required information then select your file.

CAN I SPECIFY A PMS COLOUR FOR MY IMPRINT?

Yes! In most cases you can. Specify what PMS color is needed when placing your order.