FAQ | T-Shirt Elephant

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Here are some of the most frequently asked questions we get. Perhaps you have a specific question that needs answering, or would like 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.


What are your hours of operation?

We are open from 9am – 5pm, 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 in one of two ways. First, through our Design Studio: once you’ve completed your design, our Get a Quote feature can provide you with a quote based on the quantity and style of shirt that you are 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, you’re welcome to place a small order before you plan on placing a larger order to test out our printing service. In addition, if you’re worried about print quality, please check out our gallery page for some images of our work. Please note that there is no guarantee that a sample or a smaller sized order will be printed with the same print method as a larger sized order. For small quantity orders, we almost always use DTG Printing and Vinyl, whereas on larger orders, we tend to use Screen Printing more often. Please keep this in mind when placing orders for samples.

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

Email and the Contact Form are great ways to get in touch with us. They can be found on our Contact Us page.

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 business days of receiving your order. Missing orders must be reported to us within 3 business days of the original shipping date before we can look into a resolution.

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 website. Sometimes we offer discounts and promotions; please check with us and we will let you know if there are any promotions available.

What is your exchange policy?

We do not offer exchanges on printed items. We can offer exchanges if the blank garments 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 received and confirmed 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 you’re 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.

Are your products made in Canada?

We order the products you see on our website from third-party suppliers - American Apparel is made in California but all other products are manufactured around the world. Our "Made in Canada" statement refers to the printing and production that is done at our Toronto warehouse.

Can I bring in my own products?

If you'd like to print on your own products, Has Marketing (our parent company) can process that order offline. Please e-mail customerservice@hasmarketing.net for more information.

Turn Around & Shipping

Do you offer free shipping?

Yes, we offer free shipping on all standard shipping orders of at least $100.

Do you offer rush shipping?

We offer two options for express production. Expedited orders will ship after 10 business days and will result in a 25% subtotal fee. Rush orders offer 7 business day rush production and express shipping option for an extra cost of 50% of the order value. This guarantees the order will be ready to ship in 7 business days. Both options are available as you begin your checkout process. Please contact us with any questions regarding our rush option.

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 that the cost of express shipping is significantly higher than standard. We also schedule your order ahead of previously placed standard shipping orders; for that priority it is only fair that we charge a fee.

What is the standard delivery time for an order?

Standard production is 14 business days in-house and 3-5 business days in delivery. 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 representatives. You can find their email on our Contact page. We do not offer this as an option on our website.

My order doesn't show any tracking information.

Canada Post Lettermail is often used for single-piece orders as a cost-efficient method of delivery. These orders do not come with a tracking number. Delivery is approximately 2-4 business days; however, out-of-province orders may delay normal delivery.

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 representatives by phone, email, or by filling out the contact us form on our Contact page. 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?

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.

Do you offer sleeve printing?

We offer sleeve printing at an additional cost. This feature is not available using our design studio, but you can e-mail orders@tshirtelephant to discuss pricing and artwork.

Can I bring in my own items to print?

If you have your own garments, please e-mail customerservice@hasmarketing.net for more information regarding pricing and production. They will be happy to assist you with an offline order.

Which method of printing will you use for my order?

We offer more than one printing option for our customers. If you'd like to enquire about a particular method before you place your order, please e-mail our customer service representatives. Smaller orders are typically printed with either our DTG or our vinyl machines, at the discretion of our printers unless specified by the customer. Larger orders may be screen printed. This can change depending on the artwork as well.

Will my order look exactly like the mockup?

Online mockups may translate differently onto the garment itself, depending on the ink within your design and the fabric of the clothing. Our team will match your artwork to the best of our printer's availability.

Pricing & Payment

How do you determine pricing?

We determine pricing based on the cost of the specific product, the number of colours used in your design, and by the quantity of shirts required for your order.

Is there an additional 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, and AMEX.

Can we pay by purchase order or cheque?

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

Does the price of the product on the website include printing?

The price shown beside each garment does not include the cost of printing. If you'd like to calculate your costs after customization, you can use our

Screen Printing

Screen Printing vs. Iron Ons: What’s the big difference?

Iron on’s are a 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 the 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 that uses permanent and vibrantly coloured plastisol ink. The ink is printed directly onto the t-shirt fabric and cured in an 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, but it also ensures a better final product that will outlast any other printing method.

Will your prints crack or fade when washed?

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 not 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 performance-wear, perfect print has no limitations. Our vinyl printer and 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 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 Transfers 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 is not flimsy and not nearly as durable as vinyl. The result is an inferior product and one we refuse to offer our customers.


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?

If you're embroidering your design on a hat, you can place your order through the website. If you’re interested in using our embroidery service for a different garment, such as a sweater or a jacket, you will need to get in touch with our customer service reps through email for more information regarding pricing.

Can you do personalization for teams and clubs?

Of course! Vinyl 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, t-shirt or jacket, ask us about our vinyl 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 that is 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 as Screen Printing. Both methods are highly recommended 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 pushes ink directly into the fibers of the t-shirt, which results in 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 printing on polyester or poly/cotton blends we use screen-printing or Permapress.

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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 we prioritize making your experience ordering custom apparel as simple and easy as possible. Our FAQ are always evolving. If you think there should be another Question + Answer on this list, please be sure to send us an email. We would greatly appreciate your feedback and help!

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