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FAQ

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

General

What are your hours of operation?

We are open from 8am – 6pm, Monday through Friday. However, if you want to get in touch after hours please email us or fill out the contact form and a customer service rep will get back to you when we open again.

How do I get a quote?

Getting a quote can be done one of two ways. First, in our design studio, once you’ve completed your design, our get a quote feature can give you a quote based on the quantity and style of shirt your looking to order. Second, email us the specifications for the order you’d like a quote on and we’d be glad to send you a quote over email.

Do you do sample orders?

Because of the extremely high order volume we process, we do not offer free sample orders as a service. However, your welcome to place a small order before you plan on placing a larger order to test out our printing service. In addition, if you worried about print quality, please check out our gallery page for some images of our work.

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

Email and the contact form are great ways to get in touch.

Where are you located?

We are located in Toronto, Canada. Our full address is listed in the Contact Us page.

What is your return policy?

We do not offer returns unless there is a defect with the printing; the wrong size or style shirts have been shipped; or if the order is received well beyond the expected delivery date on standard shipped orders. Defects on printing must be reported to us within 3 days of receiving your order. For more specifics on our return policy, please see our User Agreement page.

Do you offer sponsorships for charities, schools, and groups?

Yes we sometimes offer sponsorships. Please email us or fill out the contact form and let us know how we can help you and we will do our best to work with your needs.

Do you offer special pricing for resellers or wholesale accounts?

No, we offer the same price to everyone who uses our websites. Sometimes we offer discounts and promotions so please check with us and see if there are any promotions available.

What is your exchange policy?

We do not offer exchanges on printed items. On blank apparel, we can offer exchanges if the goods are sent back to us unused. 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 T-Shirt Elephant. Exchanges can only be made once the items are confirmed received and undamaged by a customer service rep. For more specifics on our return policy, please see our User Agreement page.

What is your cancellation policy?

We do not offer cancellations under any circumstances. All orders are made-to-order and the process beings immediately after an order is placed. If you have a question about a cancellation of an order please email us at orders@tshirtelephant.com. We will do our best to see if we can accommodate a cancellation request, but it is not guaranteed. For more specifics on our return policy, please see our User Agreement page.

Our Products

What brands do you offer?

We offer a number of well known blank garment brands including, Gildan, American Apparel, Bella, Alternative Apparel, New-Era, and Ogio. 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 can I get a size chart?

Size charts are available on all our product pages.

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.

Turn Around & Shipping

Do you offer free shipping?

Yes we offer free shipping on all standard shipped orders of $100.

Do you offer rush shipping?

We offer a 7 business day rush shipping option for an extra cost of 50% of the order value. This guarantees the order will be at your door in 7 business days.

Why Does Rush Shipping Cost Extra?

As much as we would love to offer rush shipping as a free service to all of our customers, the reality is, shipping using express services cost us a lot extra. We also schedule your order ahead of those who had placed an order using standard shipping, for that priority it is only fair that we charge a fee.

What is the standard delivery time for an order?

All standard shipped orders should arrive approximately 14 business days after placing your order. Please select Rush delivery if a specific delivery deadline is required.

How is my order shipped?

Depending on your location within Canada your order will be shipped by UPS or by Canada Post. We tend to use Canada Post for more rural locations and UPS for orders in major cities.

How do I get a tracking number for my order?

Once your order ships we automatically send out a Shipped confirmation with a tracking number for your order.

Can I pick up an order?

We offer local pick up in Toronto, but this needs to be arranged with our customer service reps. We do not offer this as an option on our website.

Artwork & Design

What resolution is optimal for my artwork?

300 dpi or vectored eps files are ideal.

I’m having trouble using the designer, what should I do?

Please contact one of our customer service reps by phone, email, or by filling out the contact us form. Or feel free to take a screen shot and send us what you’re working on and we’ll help you out.

What file types do you accept for upload?

We accept jpeg, png, eps, pdf. For best results, please use high resolution jpeg or png images, or vectored eps/pdf images without embedded artwork with all font converted to outlines.

My image is pixelated can you fix it?

We offer free design repair as a service on all orders. Our design team will notify you if your artwork exceeds normal pixilation levels and will and work with you to find artwork that will look great on your t-shirts.

Pricing & Payment

How do you determine pricing?

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

Do you charge for set up fees?

No, we do not charge set up fees. Pricing is all-inclusive.

What payment methods do you accept?

We accept VISA, Mastercard, AMEX.

Can we pay by purchase order or check?

Please get in touch with customer service and ask if this option is available for your order.

We’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 300 Geary Avenue in Toronto and place your order with our customer service reps.

Screen Printing

Screen Printing vs. Iron Ons, What’s The Big Difference?

Iron on’s are cheap, non-permanent, method of heat pressing a printed piece of paper into the fabric of a t-shirt. You’ve likely encountered this method of t-shirt printing before; it can be distinguished by eye quite easily. Iron on’s have dull colours, borders around the image, and often fade, crack, or peel after a few washes. Screen Printing, 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, cracks or peels. The major difference is the quality, longevity, and price difference between the two processes. 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.

Will Your Prints Crack of Fade in Wash?

Absolutely not. Our screen-printing process is airtight, all prints are cured at 350 degrees and we perform a stretch test on all shirts to ensure the ink will not crack or peel.

Screen Set Up Fees, What Are They?

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-Shirt Elephant does not charge set up fees on any order.

Do You Have Minimum Orders?

No we do mot have minimum orders. Pricing does become lower as you order more products, but we allow customers to place an order of just one item if they choose.

Perma Press Vinyl

What is Perfect Print?

Perfect Print is brand new decoration method that allows us to print full colour images on high quality vinyl material that is then pressed into your apparel. This print method works on any type of fabric, whether it’s a light or dark colour, polyester, nylon, or performances wear, perfect print has no limitations. Our vinyl printer an cutter is state-of-the-art, which ensures your design will have vibrant colours and will never fade, crack, or peel in the wash. This process is used mainly on products that multi colour screen prints cannot be done on, such as bags, hats, and performance wear, and it is perfect for halftones and gradients.

Perfect Print vs. Digital Heat Transfers.

Perfect Print transfers are printed on a special vinyl material using an eco-solvent ink jet printer and cutter. Vinyl is an extremely durable material and the eco-solvent inks are environmentally friendly and produce vibrant colours. Our printer also automatically cuts precisely around your design to ensure no white borders are present in the final product. When you combine the durable vinyl and quality inks, the final product is bright and long lasting, a truly Perfect Print. Digital Heat Transfer are a less effective method of printing full-colour images onto products. They use a digital or laser printer, which often prints dull colours. Also, they print onto transfer paper, which compared to vinyl is not flimsy and not nearly as durable. The result is an inferior product and one we refuse to offer our customers.

Embroidery

What is the average turn around time on embroidery?

The average delivery time for an embroidery order is 14 business days after the order is placed and your artwork is approved. We can offer a rush delivery service, available upon request.

How do I place an order for embroidery?

For now, customers cannot place an embroidery order online. Instead, if you’re interested in using our embroidery service, you will need to get in touch with our customer service reps through email at orders@tshirtelephant.com or by phone at 1-(844) 593 5855.

Can you do personalization for teams and clubs?

Of course! Embroidery is a great option for personalizing garments with a name or number. If you’re looking to add a professional looking monogram or number to polo, sweatshirt, hat or jacket, ask us about our embroidery service.

Will your 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.

Direct to Garment

Direct to Garment vs. Screen Printing?

Direct to Garment Printing and Screen Printing are both high quality methods of printing custom apparel, but there are differences between the processes. Screen Printing uses ink, pushed through mesh, and cured in an oven. It is ideal for spot-colours (solid colours) and produces vibrant prints that leave a smooth texture on the t-shirt. Screen Printing is ideal for larger orders because it allows us to offer our customers the best possible price while also offering incredible quality prints. Direct to Garment Printing uses a specially formatted inkjet printer that prints water-based ink directly into the fabric of your t-shirts. DTG printing is ideally used to print multi-colour images of small quantities of t-shirts or to reproduce photos or full colour graphics. Direct to garment leaves a softer feel, but still has the same long-lasting durability that screen-printing has. Both methods are highly recommended methods for printing on t-shirts and serve their purposes based on the quantity of t-shirts and the design being printed.

Will Direct to Garment Prints Wash Off?

Never. Direct to Garment Printing, puts ink directly into the fibers of the t-shirt, which leaves a soft feel and a permanent imprint.

What Products Work Well with Direct to Garment Printing?

Direct to Garment printing only works on 100% cotton fabrics or slight blends. For polyester or poly/cotton blends we use screen-printing or Permapress to print on apparel.

Start designing your custom apparel

Get Started

We hope that our FAQs helped to give you more information about T-Shirt Elephant 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!

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