Frequently Asked Questions

Turnaround and Production Times

How long does it take to create my personalized order?

Most personalized products are made to order and require approximately 1–10 business days for production before shipping. Production time may vary depending on the product, customization requirements, and order size.

During high-volume periods, including holidays, promotional events, and seasonal sales, production may take up to 15 business days.

Once your order has been completed and shipped, you will receive an email containing your tracking information.

Can I rush my order?

Rush production may be available for select products. Please contact us before placing your order to confirm availability, estimated completion time, and any applicable rush fees.

Rush service is not guaranteed and will depend on our current production schedule and the type of product being ordered.

Customization

How does the customization process work?

Customizing your order is easy:

1. Select the product you would like to purchase.

2. Choose the available size, colour, style, or product options.

3. Enter your personalization details, such as a name, message, date, or design instructions.

4. Upload your logo, photo, or design file when required.

5. Review your information carefully before adding the product to your cart.

Please ensure all spelling, dates, colours, sizes, and customization details are correct before submitting your order.

What file formats do you accept for custom designs?

We accept the following file formats:

• PNG

• JPG or JPEG

• SVG

• PDF

For the best printing results, files should be clear, high-resolution, and preferably 300 DPI or higher.

Transparent PNG files and vector files, such as SVG or PDF, are preferred for logos, decals, vinyl designs, and detailed artwork.

Can I receive a proof before my order is made?

Digital proofs may be available upon request for select products.

Please include your request in the order notes at checkout or contact us immediately after placing your order. Proof requests may add approximately 1–2 business days to the production timeline.

Production will not begin until the proof has been approved. Delays in approving the proof may also delay the completion of your order.

What happens if I make a mistake in my personalization details?

Please contact us as soon as possible after placing your order.

We may be able to make changes if production has not yet started. Once an item has entered production, we cannot guarantee that the personalization details can be changed.

Customers are responsible for reviewing all submitted names, dates, wording, colours, sizes, and design instructions before completing checkout.

Materials and Product Durability

What materials are your decals and stickers made from?

Our stickers and decals are made using premium materials selected for the intended use of each product.

Many of our vinyl products are waterproof, UV-resistant, and suitable for indoor or outdoor use. With proper application and care, outdoor vinyl may last approximately 3–5 years, while indoor vinyl may last considerably longer.

Durability may vary depending on the surface, weather exposure, cleaning products, and application conditions.

Are your tumblers and mugs food-safe?

Yes. Our drinkware is made using food-safe materials. Our stainless steel tumblers are BPA-free, and all custom designs are applied to the exterior of the product.

The decorative design does not come into direct contact with your beverage.

Will the design on my tumbler or mug fade or peel?

Our drinkware is decorated using professional-quality methods, including sublimation printing and premium vinyl, depending on the product and design.

Sublimation designs are infused into the coating of the product and are designed to provide a smooth, long-lasting finish. Vinyl designs are carefully applied using quality materials but require proper handling and care.

Following the recommended care instructions will help protect the design and extend the life of your personalized item.

Care Instructions

How should I care for my personalized tumbler or mug?

To keep your personalized drinkware looking its best:

• Hand wash using warm water and mild dish soap.

• Use a soft cloth or non-abrasive sponge.

• Do not place personalized drinkware in the dishwasher unless the product description specifically states that it is dishwasher-safe.

• Do not use bleach, harsh chemicals, or abrasive cleaning products.

• Do not soak the item for extended periods.

• Do not microwave stainless steel drinkware.

• Dry thoroughly after washing to reduce water spots.

• Avoid dropping or exposing the product to excessive heat.

How should I apply and care for my vinyl decal?

For the best results:

• Clean the surface thoroughly before application.

• Remove dust, grease, wax, and cleaning residue.

• Allow the surface to dry completely.

• Apply the decal at room temperature.

• Avoid applying it to extremely hot, cold, textured, or damp surfaces.

• Use a squeegee or credit card to smooth the decal and remove air bubbles.

• Allow the adhesive time to bond before washing or exposing it to moisture.

• Avoid prolonged water submersion.

• Do not use abrasive scrubbers or harsh cleaners on or around the decal.

Application results may vary depending on the condition, texture, coating, and cleanliness of the surface.

Shipping

Do you ship within Canada?

Yes. We ship orders throughout Canada.

Once your order has been produced and dispatched, delivery usually takes approximately 3–7 business days, depending on your location and the shipping service selected.

Shipping costs are calculated at checkout based on the delivery address, package size, weight, and available shipping method.

Do you ship to the United States?

Yes. We ship to customers throughout the United States.

Delivery generally takes approximately 7–14 business days after dispatch, although border processing, carrier delays, weather conditions, and customs inspections may affect delivery times.

Customers are responsible for any applicable customs duties, taxes, brokerage charges, or import fees.

How will I know when my order has shipped?

You will receive a shipping confirmation email containing your tracking information once your order has been dispatched.

Tracking information may take several hours to update after the shipping label has been created.

Please check your spam or junk folder if you have not received a shipping notification within the expected production period.

Returns and Exchanges

Can I return or exchange a personalized item?

Personalized and custom-made products are created specifically for each customer. For this reason, we cannot accept returns, exchanges, or cancellations once production has started.

A replacement or refund may be available when:

• The product arrives damaged.

• The wrong product was sent.

• The personalization does not match the information submitted with the order.

• An error was made during production.

Please carefully review all customization details before placing your order.

What should I do if my order arrives damaged or incorrect?

Please contact us within 7 days of delivery and provide:

• Your order number

• A description of the issue

• Clear photos of the product

• Photos of the packaging if the item was damaged during shipping

Once the issue has been reviewed, we will work with you to provide an appropriate replacement, correction, or refund.

Please do not discard the product or packaging until your request has been reviewed.

What is your policy for digital downloads?

All digital product sales are final due to the immediate-access nature of downloadable products.

Digital files cannot be returned, exchanged, or refunded after purchase. However, if you experience a technical issue accessing or downloading your file, please contact us and we will be happy to assist.

Still Have Questions?

We would love to hear from you. Send us a message with your question, product details, or customization request, and we will respond as soon as possible.