Frequently Asked Questions
Due to the nature of custom clothing and for your convenience, sizing samples have been provided to the respective teachers, principals, coaches and Phys. Ed. heads. We cannot be responsible for incorrect sizes of custom clothing being ordered.
Q: How do I place an order?
A: See our How To Order page (link the page here) for in depth steps on how to order and customize your order.
Q: Is there a limit on the amount of items I can order?
A: There is no limit and no minimum amount required to place an order.
Q: What if I want to cancel my order after it has been put through?
A: Unfortunately once the order is put through, it will be entered into the system and sent for production. There is a limited chance we can stop the order from being decorated. If you have any further concerns regarding this issue, reach us through the Contact Us page.
Q: What if I want to add/change something on my order after it has been put through?
A: We would highly recommend putting a new order through the website with the new items you want to order rather than adding something to the existing order which would add complications and further delays.
Q: I want to order something but it doesn’t appear to be on the website?
A: The items shown are the items the school's Account Manager and teacher/Principal have discussed in offering through the Webstore. If there is a high demand for a particular item, please have the teacher/ principal contact the Account Manager and they can talk about adding or changing items.
Q: I want my school to have their own page on the website, how do I go about doing this?
A: Please visit our Set Up A Store for steps on how to set up your school through our website.
PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF USE CAREFULLY BEFORE USING THIS WEBSITE. All users of this site agree that access to and use of this site are subject to the following terms and conditions and other applicable law. If you do not agree to these terms and conditions, please do not use this site.
Q: How long will my order take to get shipped?
A: Usually delivery times are indicated on the individual products or client websites' homepage. We try to keep the production lead time as lowest as possible However due to the custom nature of the products sold in this site it may take up to 4 weeks for your order to be ready.
Q: It has been more than 4 weeks, why have I not received my order yet?
A: Production times may take up to 6 weeks in rare occasions during busy seasons such as back to school and Christmas holiday due to the high volume orders.
Production lead time depends on one or more following factors:
Time taken for art approval, design finalization by the principal, teacher in charge, coach or phys. ed. head (whenever applicable).
Unavailability or delays of product from the supplier.
Unexpected production lead time increases.
One of our Customer Service Representatives will notify you if there are any delays with the orders.
Q: General Shipping Inquiry
A: Most items are shipped F.O.B. our warehouse (Toronto). The customer agrees to pay any additional courier charges caused by an incorrect shipping/delivery address being provided.
If a package is returned back to the Marchants warehouse without being delivered, the customer is responsible for initial shipping cost and the cost of "Return Shipment".
Shipper reserves the rights to choose the carrier even though the order states otherwise in order to offer a fast, economical and safe delivery of the package. If the customer requires a specific carrier to be used please state so in the comments section.
Q: What are the shipping costs and do they vary depending on what my order is?
A: Typically the orders are shipped either to the school free of charge or can be shipped to the individual residences for a flat shipping fee, unless the school requests to send orders only to the individuals homes.
Q: What happens if I put the wrong address?
A: In the event customer submits a wrong address and if it results in an address correction or re-shipment, additional freight charges may be applicable. If you notice you put the wrong address immediately after you entered the order, please contact us regarding an address change and your order number. If done early enough, we will be able to adjust your order for you.
Q: I want to change the ship-to location after my order has already been placed, is this possible?
A: Your order can be shipped to your school for free, or you can pay a small fee to have it shipped directly to your house. We do not advise that you switch locations of shipping after the order has been placed, as it creates complications. Make sure to double check that your ship-to location is correct before submitting your order.
Q: Re-Shipping Charges
A: If the order returns back to our warehouse without being delivered in customer error (i.e. not picking up the order or due to wrong address) customer requires the order to be shipped again, re-shipping charges will apply.
Q: Shipment Refusals
A: In the event of a customer refusing a legitimately placed order or a part of an order arbitrarily without obtaining a valid "return authorization", customer agrees to pay any cost of original shipping charges and return shipping charges. If customer doesn't pay return charges when shipping, charges will be deducted from the eligible refund amount. A restocking fee of up to 20% also may be applicable. If the order is custom in nature we are not able to provide any refunds.
Q: Do you ship to the US?
A: Unfortunately we do not ship any apparel items to the US.
Q: How do I go about arranging my order for pick-up?
A: Customers will receive a call and/or e-mail to arrange for pick up when the order is ready. Visiting our office prior to the call does not guarantee the availability of the product. Any orders that are not picked up within 60 days after the order is ready, will be cancelled and the product put back into stock. A restocking fee of 15% of the order value will also be charged to the customer account. (At certain times the restocking fee could be 20%). If the order is custom in nature we are not able to provide any refunds.
Q: Leaving Packages Unattended (SNR - Signature Not Required service):
A: If you wish for a No Signature Required delivery of your purchase, please give us the authorization in writing, via an email to email@example.com for the courier to deliver all shipments to the above address without obtaining a proof of delivery signature (e.g., leaving shipments at premises unattended).
By requesting SNR, you release and indemnify Marchant's from and against any claims for loss or damages, including indirect or consequential damages, resulting from the delivery of any shipments as authorized herein.
* Please note, this service is only available in select areas as well as available only for sales orders totaling less than $150.00.
Q: What is the return/exchange policy?
A: Customized/Decorated goods are not returnable/exchangeable. All shortages or damaged goods must be reported within 72 hours. You can return or exchange un-decorated, unworn apparel. Both exchanges and returns are dealt with in a similar manner. Goods may not be returned/exchanged without a valid return authorization (RA) number and must be in like-new condition. Returns/Exchanges must be done within 30 days of the purchase. Returns/Exchanges are subject to a 15% restocking charge. (Some apparel items may have a restocking charge as high as 20%). In the event that a returned item has any packaging, parts, manuals, warranty documents or any other items missing, the return may be refused or we may deduct the value of the missing piece(s).
We reserve the rights to refuse a return if the product is found to be used and not in "like new condition" Initial cost of shipping is not refundable. Customer is responsible for the shipping charges to send the goods back.
Q: Arbitrary Returns
A: In the event of a customer returns an order or a part of an order arbitrarily without obtaining a valid "return authorization", customer agrees to pay any cost of return shipping charges. If customer doesn't pay return charges when shipping, cost will be deducted from the eligible refund amount.
Q: How can I follow up on the status of my order?
A: The best way of doing this is to send an email to firstname.lastname@example.org quoting your order number. We try our best to answer any of the questions you may have as soon as possible. You may also send a message through your online account. You may also call us on 1-877-439-9400 for order status updates.