Frequently Asked Questions

FAQ

Here are some of the most frequently asked questions we get. Maybe you have a question or just want to get some more information about T-ShirtGuys and what we do. In either case, we hope that our FAQs help to provide that information.

GENERAL

What are your hours of operation?

Monday to Friday, 9:30 AM to 6:00 PM. Our showroom is also open late on Thursdays until 8:00 PM and on Saturdays from 10:00 AM to 2:00 PM. Evening appointments can be made available by request.

How do I get a quote?

Getting a quote can be done one of two ways. First, on each of the product pages under “Get a Quote” once you enter the quantity you’re looking for and the number of colours and print locations. Second, email us the design you’re looking to get printed and the shirt colour and style and we’d be glad to send you a quote over email.

Can I order just one shirt?

Yes, our minimum order is one piece – all orders under 6 pieces are usually printed with vinyl or sublimation inks. Send us your design and what colour shirt you’re looking for and we’ll get back to you. Pricing does become lower as you order more products, but we allow customers to place an order of just one item if they choose.

The nature of one & two-offs is to get you what you need with the minimum amount of labour to control the cost. If you have specifics that you want on your single shirt(s), it’s your job to relay that information to us. We keep small quantity order costs down by printing without mock-up approval. If you require a mockup before proceeding, the charge is $30.

What is the fastest way to get in touch with customer service?

During business hours, phone is the fastest way to get in touch. If we are unavailable over the phone, email and the contact form are great ways to get in touch.

Where are you located?

We are located on the NE corner of Logan and Dundas at 401 Logan Avenue, in downtown Toronto. Our new Sign and Sticker shop SignBros is across the street at 1091 Dundas Street East.

MOCKUPS AND APPROVALS FOR 1 and 2 SHIRTs

The nature of one & two-offs is to get you what you need with the minimum of labour to control the cost. If you have specifics that you want on your single shirt(s), it’s your job to rely that information to us. We proceed only with your approval that you’re waiving a mockup approval (which we do for three or more pieces)

If you require a mockup before proceeding, the charge is $30. Same-day, or next-day jobs are reserved for sublimation printing only — unless otherwise agreed to by us. These orders commence only when paid for entirely. No refunds or exchanges for any shirts ordered in this manner.

Further, with sublimation printing, we do not take responsibility of anything other than close colour matching. Shirt prints may vary slightly from one to the next

Can I order just one shirt?

Yes, our minimum order is one piece. All orders under 6 pieces are printed with cad-cut vinyl or sublimation inks. Cad-cut vinyl for solid colours of text, is great – for under 6 pieces. Involving images as well, we defer to sublimation (see below).

1 to 5 piece pricing remains the same price per garment. Once you require more than 5 pieces, the pricing gets steadily lower as the quantity increases.

What is your return policy?

If the apparel is materially different or the design is different than the original approved design, then we will replace it at no cost to you. Any claims must be made within three days of receipt of goods by phone or email to receive instructions for proper return.

We do not manufacture the shirts and are not responsible or liable for color shade variances. We are not able to accept returns by a shade difference in the dye lots. We also have no control over the color settings on your computer monitor and cannot accept returns based on perceived color shading differences. We do accept returns and replace the products if you’ve ordered the wrong color altogether.

Your acceptance of the design before purchase is a binding agreement that you approve the print. We do not alter the design before printing unless specifically requested to do so by you or someone you have authorized to make changes. We do not provide spell checking and will not accept returns based on misspelled words

What is your exchange policy?

We do not offer exchanges on printed items. The exchange refers to inventory we’ve purchased for your order, that you now wish to have us return for another style or colour. Exchanges will be subject to a 25% restocking fee paid by the customer. Customers will be responsible for the cost of shipping items back to the wholesale supplier, from T-Shirt Guys. Once you have approved your order for production, you’ve passed the point of any exchange or return.

What is your cancellation policy?

Cancellations made after order has been placed will be subject to a 25% restocking fee plus any additional fees required to cover services already rendered. No cancellations will be accepted once production or any manipulation of the garments has begun on the order – or once you have approved your mockup, to proceed to production. Once you have given us permission to print your order, you are 100% financially responsible.

Claims and Reports

We go to great lengths to try to ensure that every order that leaves our facility is correct. All of our customers are valued customers, regardless of size, and we want you all to know that. Any order printed differently than the mock-up approved will be granted a reprint of the defective product. All claims must be submitted within 72 hours of date of delivery.

PRINT METHODS

What is your minimum order?

If you’re looking for 1-5 pieces — we’d be doing those as CAD-cut vinyl or sublimation. We have a minimum of 6 pieces for screenprinting but recommend printing at least 36+ for the most cost effective pricing.

Vinyl Printing (1-12 pieces)

Vinyl transfers also refers to 1-colour vinyl that’s cut with a computer directed cutter. We use the very latest generation of solid vinyl transfer media for a stretch and wearable quality that challenges even screenprinting for a long-lasting print.

We’ll do one piece but it’s specialized work and not done on a same-day or next-day basis unless our schedule allows. Vinyl printing includes all metallic, velvet flock and other specialty finishes.

CAD-cut vinyl is well suited for very small runs (anything from 1 to 12 shirts), because the set up time is much quicker than screen printing. This doesn’t make it a faster overall method though, as every shirt still requires individual set up, which becomes too time consuming beyond the 12 shirt mark

Sublimation Printing (1-24 pieces)

Sublimation inks are printed onto a paper base which is used to deliver the inks to the print location, where using heat and pressure, transfer the inks directly into the material itself. Sublimation printing gives arguably the best, highest definition printing available, with a no-feel print.

We do not take responsibility of anything other than close colour matching. Shirt prints may vary slightly from one to the next.

Screen Printing (Minimum 6 pieces)

Screenprinting is a professional print method, which uses permanent and vibrantly-coloured plastisol ink, which are printed directly onto the t-shirt fabric and cured in oven at 350 degrees to ensure the print never fades or peels. Screen printing not only allows prices to be lower because it utilizes cutting edge equipment, it also ensures a better final product that will outlast any other printing method.

What are screen set-up fees?

Screen set up fees are a charge that most shops use to cover the cost of setting up screen printing machines to print an order. To keep our prices low and our customers happy, T-ShirtGuys do not charge set up fees on any order.

OUR PRODUCTS

What brands do you offer?

We print on all types of t-shirts ranging from Canadian hand-made organic tees to all of the large t-shirt manufacturers such as Gildan, American Apparel, Bella + Canvas, Alternative Apparel and Authentic T-Shirt Company, just to name a few. We have products available to fit any budget or style requirement. If your not sure what product might work best for you, please feel free to get in touch with customer service.

Do you offer youth sizes?

Yes we offer a number of styles with youth options available.

How many shirts should I order?

You can order any combination of men’s, ladies, and youth from small to extra large. Our suppliers apply a surcharge on shirts that are XXLarge or greater in size and we pass that charge onto you. Keep in mind you’re going to get the same sized print on all those garments, unless specified otherwise.
Note: if you order 36 tees and they end up costing 10.66 each – then you decide you need six more, a week later – those tees will cost 20.51 each + HST.

Order what you need, but with the above in mind, we recommend as much as a 10% over order to keep your options open. Example: 25 small, 25 medium, 25 large, 25 extra large – maybe get 2 more of each, just in case!

How can I get a size chart?

Each product page has garment measurements on it but we encourage you to come into our showroom to make it easies instead of guessing what sizes you’ll need. If not, we’ll certainly have manufactures PDF’s with size charts, etc. You can email it to your group, and let them tell you what size they are. Our customer service staff are always available to chat about sizes and fits.

Remember, it’s easy to shrink a shirt, but next to impossible to stretch one ~ if in doubt, order up

Do you offer any products that are made in North America?

Yes, American Apparel products are made in California and are some of the highest quality blank garments available today. Alternatively, Jerico is a popular brand based out of Montreal but their minimum order is 12 pieces.

Can I order samples for size purposes?

If you require, we can order in a set of samples for sizing purposes. We use our quote calculator to determine price. When you’re ready to place your order, bring the shirts in for printing, and we’ll credit your samples into your larger order. The shirts must be unwashed and unsoiled for printing purposes.

If you decide to not go forward with an order, you remain the owners of the samples we ordered in for you. If you go forward with your order, but change the shirt colour, we will take your samples and swap them for your new colour. A restocking fee will apply for the shirts your bringing back — the shirts will be returned to our supplier unworn, unwashed, and unsoiled.

What about out of stock items?

T-ShirtGuys will not be responsible for items that are out of stock. Should items become out of stock, we will do our best to find a replacement and get it approved by you prior to using it for your order. We cannot be held responsible for manufacturer inventory shortages.

If there is an inventory issue, the supplier will notify us and we will work with you to find a solution. We’re more than happy to work with you to solve the shortage however it might require you changing your shirt colour or style. Additional fees may apply if the alternative garments are more expensive than the ones you’d originally requested. Inventory issues and out of stock items are not grounds for cancelling your order.

SPECIFIC MEASUREMENTS WHEN PRINTING

Even though T-ShirtGuys printers have over 40 years of experience, there is no way to effectively and efficiently measure a distance from the collar on each shirt as each garment is loaded onto the press by hand. If you request a print that is 2” down from the collar, we will use that as a guide and do our best to make sure that all shirts hit that target, but not all shirts will hit exactly at 2”, they may be off by as much as an inch in either direction. This will not be considered a misprint and T-ShirtGuys will not reprint or refund these shirts.

What about manufacturer defects?

T-ShirtGuys is not responsible for manufacturer defects such as garment colour inconsistencies, mis-labeled sizes, loose stitching, label inconsistencies, or other garment defects. We do our best to inspect the garments as they are printed, but we cannot guarantee each garment. We highly recommend ordering 5% extra of each size to avoid the possibility of these issues.

If we discover a defect before printing: We get a new shirt(s) and you’ll never know…
If we discover a defect after printing: We deduct it from your order and you get one fewer piece.
If you discover the defect after pick up: If reported within 3 days, we credit you and send the shirt back to the supplier

Please note
: Suppliers like Gildan knit hundreds of miles of tubular cotton each hour. It’s then cut into hundreds of thousands of t-shirts that are assembled daily spread in factories across the Americas. They sell initially for less than the cost of a coffee at McDonalds. They’re not going to be perfect.

Shirt markings, dirt and dust are not considered a defect within the shirt and T-ShirtGuys does not accept responsibility 0r will refund orders on that basis.

Why is my ORDER IS MISSING A FEW SHIRTS?

All orders can have up to 5% under run. Some shirts could be damaged during printing. Because of this, we cannot guarantee that you will receive 100% of the garments in your order. We strongly recommend ordering a few extras to
account for this possibility. We always strive to give you everything you ordered, however, if there is a shortage with your order, we will refund or credit you for the difference.

Only when a printer examines the print area of the shirt, does each piece of your order get closely inspected. When a black t-shirt reveals a small hole (usually the size of a pin head), the shirt gets pulled aside and subtracted from your order. If we have a replacement piece(s) we’ll use them — but when a job is set up, we can’t wait around for new apparel to be delivered.

Every 10th job might have a 2% to 5% shortage as a result of apparel failure — if you need a specific number, please over-order. We will not accept liability for apparel failures after 3 days of you being in procession of your
order.

TURNAROUND AND SHIPPING

What is the typical turnaround?

Our standard turnaround time is usually 5-10 business days from the time that you submit your sizing, design and deposit. Rush options are available at an additional cost. If you have a specific deadline that you need met, it is your responsibility to notify us when placing your order. Taking more than 24 hours to approve your order will add to your turnaround time. Rush fees may apply to orders needing a quicker turnaround time than what our standard turnaround time offers.

T-ShirtGuys will not be held responsible for missing deadlines due to weather conditions, power supply interruptions, vendor shortages and errors, shipping errors, or any acts of God. If we expect or foresee any problems in advanced, we will be sure to notify you and work with you to rectify them. Turnaround time does not include shipping time so plan accordingly.

Do you have rush charges?

As we’re not a fan of rushing our work, we typically don’t have a rush charge — where such a charge might be applicable, we will notify you up front if a charge would apply.

When can I pick up my order?

We always say 6:00 PM on your arranged due date — however we’ll give you a shout as soon as your order is complete and ready to go!

Do you offer shipping?

We offer shipping within Toronto using a same-day/next-day courier for an additional cost. Shipping is not included in your turnaround time, so allow 1-2 business days for delivery. We use Canpar for deliveries outside of Toronto and only within Canada. Shipping must be arranged prior to production and we’ll need the delivery address in order to get you a quote.

We are not responsible for delays or problems related to shipping. Having couriers in place is for your convenience but if delivery time is important please arrange with your own courier.

For the sake of expediency, we cannot offer delivery on rush orders and ask that you either pick up from our downtown location or arrange for your courier to pick up.

PRICING & PAYMENT

How do you determine pricing?

We determine pricing based on the quantity of shirts used in your order, number of colours used in your design and number of print locations. Also, different garments have different costs; some items available are more and less expensive.

Every new colour and additional print location will increase the price of your order. The more shirts we print per job, the more the shirt price decreases. We have online quote calculators keyed to each product on our website.

Example: 12 Glidan Softstyle tees with a 1-colour front print: 12.76 ea. + HST 36 pcs: 10.66 ea. + HST 100 pcs: 8.18 ea. + HST

Do you charge for set up fees?

We like to keep things simple. Our quotes are all-in-one pricing. We tell you what the unit price will be, as well as the sub-total, taxes, and grand total. We have no setup fees, No screen charges or hidden charges. What you see is what you get!

CAN I MIX AND MATCH STYLES?

Only to a degree – but ask your sales rep. Crewneck, V-neck, Polos all require different setups and screens — if we can somehow accommodate without extra expense to you, we will try to. If you order 100 pieces, break your shirt colours into four perhaps. If you submit an order involving 8 styles each with 8 colours, we’ll opt out. An abnormal amount of front-end unpacking and sorting affects the efficiency of our system, which ultimately is handling sixty orders, on average at any given time.

What payment methods do you accept?

If submitting your order online, we accept VISA and MasterCard. Alternatively, you can call us with credit card information or send an e-transfer to sales@tshirtguys.ca. If paying by debit, you’ll need to come to our physical store.

Can we pay by purchase order or cheque?

No — we do not accept purchase orders or payments by cheque. The ability to purchase your apparel necessitates confirmation your payment has been processed. The same applies to goods leaving our location. To control cost, our system eliminates the need for an accounts receivable department.

I’d like to place an order in person instead of online is that possible?

If you’re in Toronto your welcome to come to our physical address at 401 Logan Avenue and place your order with our customer service reps.

ARTWORK & DESIGN

What resolution is optimal for my artwork?

We need to be able to open and work with your art in Adobe Photoshop. Clean crisp images at 300 dpi the size you want it to be printed. Common file types: pdf, jpeg, psd, tiff, ai, eps, png, etc.
For all vinyl work we require Adobe Illustrator files. Common file types: ai, eps with your fonts outlined.

I NEED A DESIGNER TO BUILD ART FROM SCRATCH

Please contact one of our customer service reps by email and attach an example of what you’re looking for and we’ll get back to you with an estimate. We’re primarily a print house and not a design firm but if you’re able to send us something similar to the design you’re looking for, the more accurate pricing we can give you.

What types of files do you accept for upload?

We accept jpeg, png, eps, pdf’s.

My image is pixelated can you fix it?

Our design team will notify you if your artwork exceeds normal pixilation, which would result in a poor quality print. Images taken from the internet are only 72 dpi, but a file at 300 dpi will ensure a crisp, clean print. When file(s) require a complete re-build, at the discretion of our art department, we will email you with our assessment of what’s required, and what we would charge to rebuild it.

DIGITAL MOCKUPS

Once we’ve received your initial deposit — your job begins. One of our graphic artists will start to work on your file almost immediately. Once you confirm your artwork, we’ll send you your digital mockup will best represent what your finished shirts will look like. With editorial control, you will have final say, before we print.


We will not be responsible for errors or misspellings, etc. once you have reviewed/approved mockup — unless what we’ve printed doesn’t match the template. Your digital mockup is there for you to approve and for us to expedite.


We expect our customers to reply promptly to the email requests of our art department. They are tasked to process a dozen t-shirt jobs (like yours), each day. If you do not reply promptly, this can delay our print schedule and subsequently the completion of your order.

Can I make changes once my order is submitted?

Once your artwork and mockup has been approved, we begin to prepare for print. Changes to the artwork after approving the mockup will increase the turnaround time for your order, and represent additional charges of $30 per screen, once we have started to prepare them. If we’ve not reached the screen stage, but have printed films, a charge of $15 per film will be applied. Once we start to print, you’re 100% financially responsible for the order you placed

Can I make changes to my design?

Once we start on your artwork, you’ll be happy at how easily it all seems to come together. Your mockup is almost always complete after two revisions. (this is only concerning placement of art on the shirt itself). You will be allowed two additional sets of revisions free of charge to your initial mockup. Any additional revisions past that point will incur an additional art charge.

What about artwork ownership?

We will only print your logo for your shirts. It remains your intellectual property and it is safe with us. If you hire us to create artwork for you, you are strictly paying for the labor and thought process to produce the artwork. You are not paying for the ownership and rights of the artwork but for the creation fees. You or its rightful owner, not T-ShirtGuys, own any artwork you submit to us for printing that is not being created by T-ShirtGuys. We will not reproduce your artwork, trademarked or not, without you or the rightful owner’s consent.


We enjoy showing off your product and our craft to the world. It’s a great way to showcase our skills and send some of our followers and fans your way as well. We do this by taking photos and posting them online via social platforms, such as, but not limited to, Instagram, Facebook, Twitter, and Google+. Please be sure to notify your rep when placing your order if you are not comfortable with us photographing and sharing your shirt socially. If you do not notify us, we will assume that we have your full permission to post photos of your shirt(s) online. We do maintain the right to produce a sample of anything we print, to be displayed in our downtown Toronto studio/showroom.

The font I wanted isn’t available in your design lab — what are my options?

For a library of 10,000 great fonts, please visit Dafont. Type your text into the preview window, select the style of fonts you’d like to choose from and enter to preview your name in up to 100 fonts at a long glance. You can download fonts into your own computer at no cost. For our use, we would only need to know the assigned name. Keep in mind we’re unable to do distressed fonts for one-off CAD-Cut prints.

PROVIDING YOUR OWN GARMENTS

Can I bring in my own shirts?

If you were to bring your own garments, we may be able to print on them for you, however please be advised that this does run the risk of the garment reacting in an unexpected way. Anything in our showroom is something we’ve printed on before, therefore we know exactly how it will react to the processes we put it through.

For customer supplied garments, there is simply no way to know until we try.but there are risks associated with supplying your own garments. We only accept these order requests on a case by case basis so it’s best to bring one in before you buy all of them.

When we make a mistake using a shirt we supplied, you’ll never know it happened as we grab another from inventory. Our markup acts as your insurance so when you provide the shirts, we charge for the number of properly printed and we do not cover the cost of misprints when you provide the apparel.

What is reactive dye?

Reactive Dyes can withstand the 325 degrees F required to cure the applied layer of ink to the shirt. With reactive-dyed t-shirts, we can print white ink on black tees, and know the white ink won’t be affected by the dye. Most clothes are dyed with a family of different dyes, we refer to as direct dyes. For more information about reactive dye, please call us directly at 416 465 4443.

What is direct dye?

Direct dye will tend to become unstable at around 170 degrees F and will undergo a slow process of sublimation. This means some of the dye will vaporize and will inevitably react with our coat of fresh applied ink. The net result would be your black tees would turn our white ink into a light to mid grey colour.

What about mistakes?

Mistakes happen when printing. When we make a mistake using a shirt we supplied, you’ll never know it happen as we grab another from inventory. Our markup acts as your insurance. When you provide the shirts, we charge for the number of properly printed. We do not cover the cost of misprints when you provide the apparel.

INSIDE LABELS

Do you print inside labels?

Yes. Inside labels can increase the perceived value of goods by as much as $5 at retail. Stickers are the better alternative to hang tags and can easily be printed with custom shapes and full-colour images. For screen-printed inside labels please call for a quote as price is determined by the size and complexity of your order and are limited to only one colour prints.

Screen printing inside labels is tricky and small ink coverage inconsistencies will be considered acceptable.

Do you remove manufacturer tags/labels?

If you are having us print custom tags in your shirts, please be aware that the stock tags will not be removed, unless you specify.

What about tear-away tags/labels?

Please be aware that tear-away tags may leave small pieces of the tag in the shirt seam. Unless you have paid for tag removal service, we are not responsible for removing all pieces of the tag, should some remain in the seam. Should the tear-out process result in torn threads in the seam, we will not be held responsible — torn threads is a part of the process.

Do you offer woven labels?

We do not but we refer our customers to Lee at Laven Labels for what we believe is the best, most cost-effective label manufacturer. No one ever regretted buying quality!

EMBROIDERY

What are your minimums and average turn around time on embroidery?

There is a 12 piece minimum for embroidery. Depending on the size of your order, the average turn-around time for an embroidery order is 14 business days after the order is placed and your artwork is approved.

How do I get a quote or place an embroidery order?

In order to get an embroidery quote, we’ll need you to see the logo/design you’d like printed, as the complexity of the design will determine the stitch count, which determines your price.

Will embroidery last a long time?

Embroidery is one of the longest lasting methods of garment decoration, because our machines sew thread directly onto your apparel. Embroidery will stand the test of time and can be exposed to the wash or other environmental conditions without risking damaging the embroidery.

We hope that our FAQs helped to give you more information about T-ShirtGuys and our products. If you could not find an answer to your question, or you would like more information, please feel free to contact our customer service team. We are always available to help answer your questions and make it a priority make order custom apparel as simple and easy as possible. Our FAQ are always evolving, if you think there should be another Question + Answer on here, please be sure to send us an email. We would greatly appreciate your feedback and help!