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In-Store: Mon – Sat: 8:00 – 7:00
Have Questions? Call Now!
Payment Terms:
All orders under $1000 pre-tax require upfront payment in full. All orders over $1000 pre-tax can be paid up-front or initiated with an up-front deposit of 50% paid by Credit Card, Email Transfer or Cash. The remaining balance is expected at the time of product completion; at the time of pick-up / delivery scheduling. We assist non-local customers with validation of completed projects by photo upon request. Final balances and in-full payments can be paid with Cash, PayPal, Email Transfer or Credit Card).
We do not offer Net Payment terms.
Payment Terms (for Print Contractors):
All orders with product provided by us will be subject to the regular terms above unless otherwise agreed. If products are provided to us, we will accept payment before decorated products are released at the convenience of the contractor.
Payment methods:
Credit Card, Email Transfer, Cash and Cheque
Please note – If you pay via check, the turnaround time clock on your order will not begin until your check clears
Our turn-around is 7-10 business days including delivery. This is our average turnaround and not a guarantee.
When calculating the 7-10 day timeline: it begins when the invoice has been processed and all order details (including product information, sizing, artwork) and all other variables confirmed and approved.
Any circumstances out of Ottawa Custom Clothing’s control (ie: weather delays, shipping errors by the supplier, etc.) may also require more time and are not factored into the initial turnaround time estimate. Please note we are not open for national holidays and these days will add to the turn-around time of your order
Our average turnaround is for guidance purposes only, and is not a guarantee. On orders with hard deadlines or where specific delivery dates need to be met we request customers provide their drop-dead due date (even if it is later than the 7-10 day average turnaround time) to ensure it is guaranteed and met.
Our average turnaround time is not a guarantee, unless discussed with us and confirmed.
If we are not advised about a due date until after your order has been paid for and entered through our system, we may not be able to accommodate your request. If we are able to accommodate your request we will do so, however if there are extra expenses associated with new deadline requests on an existing order these will be billed on a case by case basis as determined by project constraints.
Despite efforts to make shirt orders as simple as possible for our customers; there are many variables that need to be confirmed during the set-up and processing of any shirt or promotional product order which can delay orders beyond agreed upon deadlines.
If ANY order variable needed for production to proceed with an order is unconfirmed at the time of payment (artwork design approval, finalized print-ready artwork files for production, delivery address confirmation, product replacement approval, unclear or incomplete purchase orders & etc) or any new variable comes to exist during an order and it creates delays – we take no liability for missed deadlines or additional rush fees required to achieve a specific production deadline.
It is our customer’s responsibility to provide us 100% of the information needed to complete orders with confidence at the time of payment. If incomplete order information leads to fewer production business days and changes the agreed production days available to Ottawa Custom Clothing to fulfill an order as outset in the initial agreement, the additional costs of the delays and rescheduling will be billed to the customer on a case by case basis.
Rush Orders may be available within 24-72 hours and are an additional expense to be determined at the time of the quote on a case by case basis.
Deadlines agreed to at the time of confirming and placing an order are guaranteed in respect to our completion of the order (to be understood as the product being complete and in our shop, ready for pick-up or shipping).
Ottawa Custom Clothing cannot be responsible for any shipping delays caused by the shipping company or courier used as part of the delivery process.
Ottawa Custom Clothing cannot be responsible for any shipping delays caused by the shipping company or courier used as part of the delivery process.
Free Shipping Promotional Details:
Ottawa Custom Clothing occasionally offers free shipping promotions. The Free shipping is to be understood as us covering the billed cost of a third party courier to ship customer products to their non-rural and non-beyond-destination Canadian address.
When the Free Shipping promotion is active, the order must be a qualified wholesale order of 24+ products with the same design. The Free Shipping promotion is not eligible for rush orders.
Handling Costs:
Despite us covering courier costs, handling charges can and often still impact orders.
Handling charges are often (but are not limited to) packaging material costs, scheduling delivery, handling and packing of shirts, label making, sorting orders etc. These costs are not the third party courier cost and are not part of any Free Shipping Promotions. Handling charges are an expense for us beyond courier costs and are categorically different than the 3rd party courier shipping costs because they are beyond the costs associated with orders slated for pick-up.
The intention of handling charges is collaborative and carries the intention to save money for our customers on their all-in shipping & handling expenses in a collaborative way that is financially sustainable. Combined with the Free Shipping promotion customers generally are receiving a discount in the estimated neighborhood of 80%~ of what the true shipping and handling costs would be from other companies.
International Shipping:
We do ship internationally to some countries. If you need an order shipped outside of Canada, then we would encourage you to contact us to make sure we service that country. Otherwise, you would need to use a shipping broker or freight forwarder like World Class Shipping in order to handle the complexities of international shipping.
Philosophy:
All orders taken by Ottawa Custom Clothing are well intentioned with a quality focus. Orders are accepted because we feel we are a good fit for the successful completion of a job that meets and often exceeds industry standards.
Color Accuracy:
Due to computer screen variances ink, thread colours and shirt colours should not be considered to be colour perfect in mock-ups or in any digital resources provided by us. If you are concerned about having exact color matches please request pantone colors to be used on your design (additional color matching fees apply).
We do our best to ensure colours are reflected as best as possible in online resources we provide but ultimately different lighting conditions, phones, monitor displays and dye lots contribute to colour matching variables and expectations outside of our control which we cannot guarantee. If possible, visit in person.
Collar, Seam, Pockets & Zipper Printing/Embroidery:
Inconsistencies may occur in registration, hooping and decoration coverage when printing or embroidery near or over the collar, seams, or any other edges or garment features of clothing provided by us or by our customers.
We do not recommend printing over or near seams or other garment features for regular customer orders so if these print locations are chosen for design / fashion reasons all products we produce will be considered acceptable goods and will not be eligible for reprinting.
Specific Measurements & Print Variation:
Screenprinting & embroidery are both semi-manual processes that are subject to minor variation of decoration location. Skilled machine operators effectively and efficiently measure a distance from the collar on each shirt as each garment is loaded onto the press to industry standards by default.
If a specific decoration location is requested, (1 inch 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 1” because it is a human driven process.
Due to this reality, customized products will not qualify for a refund based on print location unless in error by a margin in excess of 4” from requested location (by default) or by customer requested location (if given).
Decoration being off-center, decoration appearing slightly rotated or skewed, decoration sizing not appearing to be the same size as mock-up guidance or any other issues with print quality are up not guaranteed at our basic decoration pricing. While we do exceptional quality work and stand by the quality and level of finish in our jobs – ultimately we are in the business of giving customers honest work at honest prices.
CMYK + Halftone Printing:
CMYK is a manual process with many variables. Full colour images are reproduced using tiny dots of cyan, magenta, yellow, and black overlaid on each other in a precise way to achieve colour mixing and, in effect, a full colour image.
CMYK isn’t uncommon in the printing / design world at all, and often it is best practice.
While basic inkjet home and office printers use CMYK inks to achieve full colour in precise tolerance, in the screenprinting process these inks are going through a much larger stencil (not a microscopic print head) and detail is controlled by a manual calibration by an operator (not computer algorithms).
As a result of these differences when screenprinting, CMYK prints will not look like a printed polaroid photo and instead have their own unique look, feel and character.
It is important to understand the variance from source image to final product is not just likely with screenprinted CMYK or half-tones – it should be considered unavoidable.
Minimizing and eliminating variance to the best of our ability is the target we strive to achieve and we have some of the best systems in the industry in place to achieve this. Even so, CMYK + Halftone Printing should be seen as a manual process with unpredictable results.
Digitizations:
Ottawa Custom Clothing occasionally offers a no set-up fee promotion to its customers. The No set-up fee promotion is not applicable to embroidery digitizations. Embroidery digitization is required for an order, however it is a onetime artwork expense which customers may purchase through us or provide it themselves.
Digitizations are complex files which plot stitches in an embroidery order which are handled by embroidery artists. There is a large degree of subjectivity in the final look and quality of embroidery digitizations as no two embroidery artists will produce the same stitch look from the same source file. Due to the nature of this subjectivity if a digitization is not approved for production, Ottawa Custom Clothing will not be held responsible for missed or pushed deadlines as a result of this.
Rights to Digitizations:
Logo digitization is the property of our customers (if they have paid a digitization fee) and we will always release it upon request.
Thread Colours:
Embroidery colours are not to be expected to match mock-ups, and instead should be matched to thread colour instead. Ottawa Custom Clothing does its best to match thread to mock-up but customers are welcome to select a thread colour themselves.
If a specific thread colour is important to your branding please request it.
Ottawa Custom Clothing takes pride in its work and the quality of our screen-printing, embroidery and other apparel and promotional products and services. We have a system in place which exceeds industry standard. We reproduce artwork onto garments and other products with the most accuracy, quality and consistency possible and always go out of our way to ensure the best results possible.
We offer digital product mock-ups, a full invoice with detailed line items of both specific product and service details, as well the capability to produce paid samples at rates detailed in our samples section.
We have also created a Fashion+ program which allows much more customer control, like photo proofs on press, which is a proven system which gives customers striving for aesthetic perfection the tools they need to do so.
With this culture of quality and our innovative Fashion+ program combined with numerous quality controls, operating procedures and guidelines – we create great products and will not be held responsible for end user subjectivity.
Misprints are very rare, but they do occur in all printing industries for a variety of reasons.
In the event that a true misprint occurs, which will be defined as a serious printing error that exceeds general quality concerns laid out in the Print and Product Quality section (see the list below), then we will follow one of two protocols:
If products can be repaired this is the solution we will proceed with. We will accept them back at our shop to fix the shirts, or at least as many as possible.
If products cannot be fixed, we will either replace the effected products with a free reprint, or alternatively we may simply refund the effected units resulting in an underrun.
In the printing industry underruns are common. Within a 10% tolerance to the requested order size an underrun shall constitute an acceptable delivery and will be billed true to actual products + prints delivered.
In other words, if during an order shirts are destroyed in the printing process and the delivery includes several less than ordered – this is acceptable and part of the nature of the printing industry. If you REQUIRE exact quantities, then please have a conversation with us about it.
In the event of a specific set of exact quantities are requested, we reserve the right to charge an “exact quantity fee” in order to insure this. The fee covers costs associated with ordering more blanks than necessary in case there is a misprint. We will return the unprinted garment and pay the restocking fee.
Since misprints can happen, we’d encourage you to order extra garments if you need exact quantities due to preorders or team member requests. For example, if you are ordering a single Extra Small garment for your kid, there is a chance that this specific garment becomes a misprint. It would be unreasonable for us to re-set up the screens just to print this single shirt, so it would be best order extra garments.
What Constitutes a True Misprint:
Wrong print location:
Eligible Example: A front print written up on the invoice being printed on the back of the shirt in error, or a left sleeve print accidentally appearing on the right sleeve.
Not Eligible Example: Print’s appearing in the correct location (left chest is a left chest) but is subjectively customers find it “too high” “too low”, etc.
Artwork from a different order appearing on your shirts:
Eligible Example – A repeat customer receiving a reprint of last year’s design in error instead of the new design as was discussed during order set-up
Artwork being grossly mis-sized:
Eligible Example – A left chest print written up on the invoice as 4”width being printed as a full front print 10.5” width in error
Not Eligible Example: A print subjectively seeming “too big” or “too small”, or of significant difference from the provided mock-ups. Read more about this in our Print Quality section.
Artwork being grossly miscoloured:
Eligible Example – A white shirt supposed to receive a pink print instead receives a yellow print in error
Not Eligible Example: Artwork noticeably distinguishable from the customer specified colour but is within the same colour family of the requested colour (ie, scarlet red vs. red – or kelly green vs. green) will not be classified as a true misprint unless pantone matching has been purchased or the order is a Fashion+ Printing order.
Additional Notes: If there is any circumstance where a specific shade of colour is essential to the success for your order it is irresponsible to avoid pantone matching and it is our recommendation that customers opt for it. While print operators generally perform without any variation from expectations (80% of orders are not pantone matched), when computer monitor discrepancies and different colour profiles in our devices factored in it is not a realistic or fair expectation to assume a true colour match without pantones.
We may be unable or refuse to print on certain garments based on garment content.
Regular Orders:
When dropping off supplied garments, please ensure all correct numbers are delivered, and the garments are split into their respective prints and labeled clearly. Additional charges for splitting supplied orders into their sizes and prints may apply.
Cotton & 50/50 Cotton/Polyester Garments:
When printing on customer supplied garments, we require a 5% misprint allowance or a minimum of 1 shirt per design per garment color, whichever is greater, with no penalty to us. Percentages are based on quantity of imprints, not quantity of garments. We strongly recommend that you order extra garments in each size, style and/or color in the event of misprints. Exact Quantities are not guaranteed and are not available on Rush Orders. We will not be held responsible for consequential damages such as profit loss on spoiled goods.
Alternative fabrics:
Please note if you wish to supply your own garments it is at your own risk, for the most part we will request to see the garment in person before we determine if we can print on it, though if this isn’t the case we cannot accept any responsibility for any negative effects caused by the printing process of your supplied garments (sublimation, scorching, melting, shrinking).
This also applies to any supplied Active Wear garments including Dry-fit tees that are made from 100% Polyester or Poly blends (Nylon, Spandex or Lycra).
We advise all customers supplying Athletic garments to speak to their supplier or manufacturer about the best way to apply prints to these specific garments. For example, sublimation of a print can occur but may take 24-48 hours after the print has been applied to happen, and if the job has a tight deadline, the time it takes to test whether or not this may happen is greatly reduced.
For Contract Printing Customers:
Print contractors should expect that their order will be completed (and will have the ability to be completed by our production team) exactly to their specification. All order details including shirt colours, print locations, print colours, & etc – & ALL variables should be thoroughly considered for their manufacturing feasibility and end result.
If we do not have a PO of acceptable quality and clarity we cannot be held responsible for errors made in the manufacturing process.
We require a detailed list of garments including manufacturer, style number, color, size, and quantities of each at the point of order confirmation.
If variables arise during production that were not accounted for by the print contractor in the PO or quote request we reserve the right to bill the costs without notice.
Example: If an order is set-up for a full sized chest print and a print contractor has specified “Blue T-shirts” as the product, if the shirts which arrive at the shop are all Youth T-shirts instead of regular T-shirts, or if the shirts are pink instead of blue and require a new set of screens to accommodate the colour change – these costs may be billed to the print contactor at our discretion.
Clothing / Product Disclaimer:
We are not responsible for manufacturer defects such as color inconsistencies, stitching errors, mislabeled garments, loose/inconsistent stitching, and/or garment defects (holes in garments, ripped seams, etc.). We try our hardest to inspect the garments as we print them, but we cannot guarantee each garment. We are not the manufacturers of these garments, so we cannot ensure their construction. We highly recommend ordering 5% extra of each size if an exact count is important.
Some manufacturers over-dye their garments. Over-dying is the process of re-dying a garment after its initial manufacturing period. This is done for any number of reasons, including color correction, clearing out of colors that didn’t sell (purple shirts aren’t selling so the manufacturer dyes them black to sell them as black shirts), etc. Because of this factor, we cannot 100% guarantee exact color consistency on coloring with discharge printing or discharge based services (Premium Standard). This is most noticeable on white ink prints (showing a slight off white tinge), but can sometimes be seen with other colors.
Manufacture Out of Stocks / Back-orders:
Ottawa Custom Clothing is not responsible for delays, inconveniences or loss due to items that are out of stock. While we check items we know to have potential stock issues, all garments are ordered after your order is placed, and we cannot guarantee their availability.
Due to the wide variety of brands, styles, colors and sizes that we offer, blank product inventory from manufacturers is always changing and products are constantly going in and out of stock. Products in-stock today may be out of stock tomorrow, and as a result of this we carry and maintain a list of replaceables.
The replaceables program is designed to reduce back-and-forth and order delays for Ottawa Custom Clothing customers which can negatively impact their order turnaround times and deadlines. Replacable products are hand-picked to ensure the closest in-stock match to prevent lengthy back-and-forth and ultimately the program reduces the pricing across ALL products we sell because orders flow much more smoothly.
How the replaceables program works:
Our goal is to get orders out the door for our customers as efficiently and as cost effectively as possible. We’ve identified several products of a quality level that we’ve determined to be interchangeable and equivalent or improved and suitable for use in the successful fulfillment of our customized product orders.
The products we’ve chosen to be on the list constitute equivalent or better alternatives in the same category and which have a similar sizing and fit. Dye lot is subject to differentiation (different brands have different colours) but will be the closest match.
In the event that any products which customers have ordered, whether through our website, in person, by email or by phone, are out of stock or back-ordered in a certain size, our policy is to interchange/upgrade the necessary products to a replicable without notice or approval.
While our list of Replaceables is specifically designed to serve our customers and help match the original product as closely as possible, replaceables may have a different fabric feel, different dye lot / colour, different brand, different pattern and even different fit.
For any customers who would prefer to be notified before proceeding with equivalent exchanges for approval purposes, please notify staff before processing an order.
Our Fashion+ Printing service and any customers who have ordered samples – your orders will always notify in instances of product alternatives being back-orders or out of stock.
Changes to an existing order:
We encourage customers to have the order they place with us to be fully thought out and never to expect it to be possible to make changes once it has been processed – because often it is not.
Due to the nature of screen-printing we do not set any expectations that orders can be changed once they have been processed. If an order has been sent to production (sometimes immediately), then changes are only possible to the extent that the order is incomplete, or that the set-up is still valid.
We do our best to accommodate customers where we can, however all expenses related to order changes (including new set-ups, rushing in blank shirts, creating new screens, holding screens, scheduling shop time, or additional shipping fee’s) will be billed to the customer should changes be necessary.
We highly encourage customers to over-order by several shirts per size to prevent any underruns in the event that each shirt is expected be for a specific person.
Additional set-ups to add 1-2 units to an order, for example a sports team with an involved set-up, after the order is in production can cost 100$+ per unit at real shop cost.
Cancellations & Restocking Fees:
We strongly encourage customers to have the order they place with us to be fully thought out before it is processed.
In some instances, early after the order is accepted, cancellations are still sometimes possible (before products are printed), and where we can we will accommodate cancellation requests.
Customers should be aware that after an order is processed(sometimes as soon as minutes after), multiple processes begin simultaneously which ensure orders are fulfilled on time – such as pre-press artwork separations, suppliers contacted and blank shirts ordered, worksheets written up, inks mixed & beyond. These costs, if they have been incurred by our shop, have a real expense customers must expect to pay even if the order is cancelled.
Our policy is a 15% 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 (tag removal, printed tags, printing, hem tagging, etc.) has begun on the order.
We go to great lengths to try to ensure that every order that leaves our facility is correct.
We will refund you the cost of any items shorted from your order but will not process a reprint for less than 10% of your order (or 10 shirts minimum).
All claims regarding misprints or reprint eligibility must be submitted within 72 hours of date of delivery.
Please email info@ottawacustomclothing.com to submit your claim. If we are responsible for any errors in your order detailed in the above sections, we will gladly accept responsibility for the issues and will reprint or credit the shirts printed in error.
We will require that you ship the misprinted shirts back to our shop (we will provide you with a courier label and will cover shipping costs).
We will not be responsible for any shirts sold or given away prior to returning the order.
Example: If you order 100 shirts and you’ve sold 15 but then you discover a print defect and you return only 85 shirts to us, we are only responsible for the reprinting of the remaining 85 shirts).
Regular Wear & Tear for the Clothing we Provide:
We will not be responsible for fading or weathering of goods.
Once a product leaves our facility, we are not in control of the elements a print will endure, such as wash temperature, abrasiveness, soaps and chemicals, etc. In order to ensure image longevity and vibrancy, we recommend “machine wash cold, inside out, and line dry (preferable) or tumble dry low” for all prints.
Our prints are cured and inks set to or above industry standard and are not expected to have any issues over the life of the garment. Ultimately wear and tear give garments character and our customers who are most aggressive on their clothing (construction workers, fitness studios, mechanics, etc) have never had issues with product quality, longevity or durability even without taking our laundering recommendations.
Screen-printing:
Pre press production samples cost $100$+tx per color printed per location and are subject to standard turn time. We can provide blank samples of any garment, along with previously printed samples, for far less than a printed sample.
Essentially, the quality of our work speaks for itself, and how we will gladly send examples of our print work. Additionally our mock-ups are very meticulous and we are well educated with how our inks work with most garments. Why waste time and money with a printed sample when we can deliver the quality you want straight out the gate?
We do not offer at-shop press checks.
Embroidery:
A digitization and stitchout can be done for 75$+tx on a piece of test fabric. For a one-of sample on a single unit, please factor in product cost and an additional +25$ handling.
Acceptable Artwork:
Artwork needs to be in one of the following file formats either as a Vector file or as a high resolution 300 DPI+ file to be print ready:
Unacceptable Artwork:
Art Guidelines and Preparation:
We have a standard artwork charge of $25 per hour, billed in 15 minute increments. The reasons why we would have to charge this is as follows.
Color Accuracy:
Due to computer screen variances and scales being approximate your shirts will not always look EXACTLY as they do on your computer screen. If you are concerned about having exact color matches please request pantone colors to be used on your design (additional color matching fees apply).
Failure of either Party to insist upon strict performance of any provision of this or any Agreement or the failure of either Party to exercise any right or remedy to which it, he or they are entitled hereunder shall not constitute a waiver thereof and shall not cause a diminution of the obligations under this or any Agreement. No waiver of any of the provisions of this or any Agreement shall be effective unless it is expressly stated to be such and signed by both Parties.
The laws of Canada govern these terms and conditions.
By placing an order with us you consent to these terms and conditions and to the exclusive jurisdiction of the Canadian courts in all disputes arising out of such access. If any of these terms are deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), then the invalid or unenforceable provision will be severed from these terms and the remaining terms will continue to apply. Failure of the Company to enforce any of the provisions set out in these Terms and Conditions and any Agreement, or failure to exercise any option to terminate, shall not be construed as waiver of such provisions and shall not affect the validity of these Terms and Conditions or of any Agreement or any part thereof, or the right thereafter to enforce each and every provision.
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Ottawa Custom Clothing: Shirt Printing & Embroidery