Faq - Canada

ORDER PROCESS

ARTWORK

PRICING

PAYMENT

SHIPPING & DELIVERY

PRIVACY

GUARANTEES

ORDER PROCESS

What is the cutoff time for orders?

Cutoff time typically is 12 pm EST, but if you need to get the order out the next day, please call our Customer Service Department (1-866-277-7874) or email us at info@rushimprint.ca and quite often, we can still get things out for you even if it is past the cutoff time.

Can I order less than the minimum required quantity?

It is often possible to order below the minimum quantity, but typically there is an extra charge to do to. Please call our Customer Service Department (1-866-277-7874) or email us at info@rushimprint.ca with the model number and quantity you had in mind, and we will tell you what the cost will be.

Why is there a setup charge?

Each item has its own custom imprint area, and we have to create a new screen for every order (unless exact repeat).

Once I place an order, if I want to re-order, do I have to pay a setup charge again?

If you re-order the same item, with the same artwork, you will not have to pay a setup charge again.

Do weekends count as production days?

No they do not. Monday through Friday only. Holidays are also excluded.

Where do products ship from?

We ship from all over Canada. Some products are only available from the USA based on brand and will ship from USA. For any item that would ship from the USA the pricing on the website includes duties.

Can I get an order in time?

Absolutely. rushIMPRINT was created to accommodate last minute orders and rush delivery dates. That is our passion. Let us know what day and time you need the products to arrive and we will work with you get your order there in the most cost-effective way.

How do I place my order?

You can place an order on the website or over the phone with our customer service department (1-866-277-7874). You can also email orders to info@rushimprint.ca, and we will email you an order acknowledgement and virtual proof.

Can I ship on my own shipping account?

Yes you can. On the checkout page, there is a field that asks if you want to use your own UPS or FedEx numbers. There is also a check box if you are going to use your own shipping number. If you decide after placing an order that you want to use your own shipping account and did not indicate that on the order, please call our Customer Service Department (1-866-277-7874). You can email us at info@rushimprint.ca with your order number as well as your shipping account number. We will change the order and the shipping cost will be reimbursed.

What is our Return Policy?

We guarantee the quality and workmanship of our products for 30 days from the day you receive your order. If you have a quality concern, please contact Customer Service at 1- 866-277-RUSH (7874) or e-mail: info@rushimprint.ca. No returns will be accepted without a return authorization number (RA#). Defective products or apparel will be replaced promptly. We will not accept returns on merchandise that is delivered as ordered and is free from defects.

Do you send samples?

We do send free samples to our customers of up to 2 items of up to $10 in value. For more expensive or additional items we can send the samples, but you must pay for them in advance.

What if I receive more or less than I ordered?

You will be charged only for what you ordered. If there is an over run, you will not be charged extra. If you receive fewer than ordered, we will issue a credit.

Can I use more than one coupon or discount offer per order?

Only one discount offer can be applied per order.

Can I change or cancel my order after I have placed it?

Once we receive an order, our team goes to work on finalizing art, setting up screens and scheduling equipment. When an order begins production, we are unable to cancel or make any changes to your order.

How can I track the status of my order?

You can always check the status of your order in the My Account section of the website.

ARTWORK

What kind of art files can I send?

We can work with any format you have. Please send your art to us at info@rushimprint.ca and our professional graphic design team will create your virtual proof and email to you free of charge. Don’t have art? Just tell your Customer Care Rep what you’re thinking of, and we’ll create it for you – FREE.

How do I upload artwork?

If you have artwork that you did not upload with your order, simply reply and attach it to your order confirmation e-mail and we’ll take it from there. You can also send it to info@rushimprint.ca.

Can I send you artwork after I place an order?

You sure can. Please email the art to info@rushimprint.ca and reference your order number. If we do not receive artwork when an order is placed, our customer service team always follows up to see if we can help with art creation or retrieving the art file.

What if I do not have artwork?

No problem at all. Our team of graphic designers will create it free of charge! Just tell our customer service team what you are looking for, the Item#, and the color of the item, and we will email you a virtual proof of the newly designed art on the product. There is no charge for this service..

Do you keep our artwork on file?

Yes we do. Once you have placed an order, the art remains in our art library. This will make re-ordering much faster and easier.

When will I get an art proof?

Once an order is placed, our art department will email you a virtual proof with your logo on the item(s) that you ordered. You should receive it within a few hours of placing the order.

Can I imprint just text on an item?

Yes, you can. It does not have to be a logo or graphic.

Can I specify a PMS color for my imprint?

Yes! Keep in mind however, that in some cases there is an additional charge for this service in order to get the specialized ink if an exact match is required. There are also a few products where, due to the limitations of the imprinting process, exact PMS matching isn’t possible. Your Customer Care Representative will help you with this. If you don’t require an exact match but would like us to be ‘as close as possible’ – we’re happy to help. Just let us know which colors we should be working toward in the ‘additional comments’ section in the order process, or just let your representative know (you’ll get an e-mail from them shortly after you place your order!).

How large will you print my logo/design?

Due to limited imprint areas, we reserve the right to resize your design to fit the allotted space for personalization. However, you may request a specific imprint size, as long as it doesn’t exceed the maximum imprint area of the item you ordered. Please see the product page details for imprint area sizes.

Can I use copyrighted material?

At rushIMPRINT, we love seeing the many wonderful designs going through production. However, we do require that all copyrighted and trademarked artwork must belong to you, or you have the owner’s express permission to reproduce it. By ordering with rushIMPRINT, you warrant that your design does not infringe on any rights of any third party. When you submit an order with rushIMPRINT, we maintain the right to modify and vectorize your design for the purpose of fulfilling your order.

When is Artwork due?

Order and camera-ready art must be received by 12pm EST and an order confirmation will be e-mailed the same day. Once your order is placed, our art department will email you an art proof. You should receive it within a few hours of placing the order. Orders cannot be processed and sent into production until all art proofs are approved. Any issues or changes to the artwork or not responding to and/or providing an art proof approval, may delay when the order will ship out. This could impact your original requested delivery date.

100% Free Artwork Guarantee

Free Art! Really! You don't have to pay for the art you need to be confident you will get a professional result. That is why we offer you free art services from our team of graphic designers.

PRICING

What is price per item?

The price per item is determined by the item, number of colors in the artwork, quantity and the production time you choose (e.g. 1 day, 2 day, 3 day).

Can I get a better price on an item if the quantity is larger than is offered online?

Generally you can. Please call our Customer Service Department (1-866-277-7874) or email us at info@rushimprint.ca with the model number and quantity you had in mind, and we will get you our best price.

Is the price on the website our best price?

If you are not in a rush, or if you see a better price online for the same item, please contact our customer service department 1-866-277-7874. We will do our best to match or beat any competitor on the internet.

How does your price match guarantee work?

Our competitor's price is our price! All you have to do is send us our competitor's quote or URL and we will match any competitor's price.

Are there discounts for non-profit

Yes, we always take 10% off the price for nonprofit organizations.

PAYMENT

What payment methods do you accept?

You can use credit or debit cards (MasterCard, Visa, Amex or Discover). We accept check or a purchase order if approved for credit (typically for large corporations, schools or government agencies).

SHIPPING & DELIVERY

Can you ship internationally?

Yes we can. Please contact our customer service as each case may be unique. They can help you process the order.

Can I ship on my own shipping account?

Yes you can. On the checkout page, there is a field that asks if you want to use your own UPS or FedEx numbers. There is also a check box if you are going to use your own shipping number. If you decide after placing an order that you want to use your own shipping account and did not indicate that on the order, please call our Customer Service Department (1-866-277-7874). You can email us at info@rushimprint.ca with your order number as well as your shipping account number. We will change the order if time allows and the shipping cost will be reimbursed.

Can I split my order and ship to multiple locations?

That is not a problem. You can enter your shipping instructions on the checkout page in the Add Special Instructions to Your Order field near the bottom of the page. Our customer service team will email you shortly after for verification. You can also call our Customer Service Department (1-866-277-7874) or email us at info@rushimprint.ca.

Shipping

If the ship date is missed due to an error on our side, we will upgrade the shipping method to ensure it will meet your original requested delivery date. If your event date is missed because of our error and you have no use for the items, we will credit the full order. In order for a credit to be issued, all items will need to be returned. Or if you decide to keep the items even though they were not delivered in time for your event, we will work with you to offer a discount. We will always strive to get your order delivered on-time in the most cost-effective manner available.

Where do products ship from?

We ship from all over Canada. Some products are only available from the USA based on brand and will ship from USA. For any item that would ship from the USA the pricing on the website includes duties.

PRIVACY

What forms of privacy protection do you implement?

To protect the privacy of all visitors to this website, all sales transactions are encrypted with SSL (secure sockets layer) technology. All personal information about individual users (name, address, E-mail address, credit card numbers) is confidential and is used only to fulfill orders from this site.

GUARANTEES

Price Match Guarantee

Our competitor's price is our price! All you have to do is send us our competitor's quote or URL and we will match any competitor's price.

Satisfaction Guarantee

The product you order will be delivered exactly as you approve it or you can return your order. We will refund your money or credit your account.

100% Free Artwork Guarantee

Free Art! Really! You don't have to pay for the art you need to be confident you will get a professional end result. That is why we offer you free art services from our team of graphic designers.
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