Frequently Asked Questions 

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What format do I need to supply artwork in?

Vectored files will allow for us to quickly put your order into production. However, we will take what you can give us and work with you to bring it to a print-ready format!

 

Can I use an existing design I have?

Yes! We can take your artwork at any stage and bring it to life! While digitally vectored files are preferred, we can turn your drawing, sketch or idea into a fully realized artwork! Our team is here to assist you and ensure that your artwork and logos are printed in the best quality possible. Whether you design it yourself or need some helping hands, we have you covered.

 

Create with our designer tool

Use our free designer tool to upload your artwork and begin editing, changing, and tweaking to your heart’s content. Use our free clip art and elements to bring your design to life.

 

Still struggling?

If you’re struggling to come up with a concept, we have a variety of free templates ready for editing. You can also give us a shout or use the chat box in the lower right-hand corner of this site. If you e-mail us, please include your design and information about what you want your end product to be.

 

What file types are best for printing?

We work with a variety of different files formats - for best quality we recommend vector files or 300 DPI high resolution files. 

Advisable Formats: EPS, AI, PDF, PSD

 

Why is there a one-time set up fee for some printing methods?

The reason there is a set up fee for screen printing, embroidery and some promotional materials is because of the work required to convert your artwork into a usable format, set up the equipment, calibrate the equipment, and prepare the products, equipment, and workspace for production.

A one-time setup fee is NOT charged on repeat orders where the artwork and method are the same!

 

What is the minimum/maximum order size?

 While there is no minimum for a digital transfer, other methods of printing such as screen printing, embroidery, and sublimation have a minimum quantity of 12 pieces. When we say no order is too big, we really do mean it.

 

How can I get a quotation?

Simple! Just send an email to info@r5medialab.com with your inquiry and one of our team will get back to you about a quote, usually within 24 hours!

 

How long does it take to get the finished product?

We have some of the fastest turnaround times in the industry. With all decoration done here in Canada we are able to complete a  screen printing order (large or small) within 3-5 business days.

 

What discounts are available?

We strive to have the most competitive prices in the GTA coupled with dedicated service you can only get from us. Keep your eyes open for seasonal promos that offer even beter savings!

 

How can I be sure of the sizes?

If you are unsure on how a potential garment will fit, we can provide you with a sizing chart!

If its one of our more popular items, there is more than likely an example of it in our showroom for your reference. You can call us to find out or simply drop on by!

 

 

Payment and Order FAQ

 

We accept:

  • Cash
  • Certified cheques
  • All major cards including Visa, MasterCard, Interac, and American Express
  • E-mail e-transfer to info@r5designs.ca (no password required, please include order number in the notes)

Orders under $300: full payment required before production.

Orders over $300: 50% deposit required before production, 50% to be paid on completion of order

Merchandise cannot be released until full payment is received.

 

Order processing:

Once we have received your payment, we will provide a digital proof to give you an approximate visual idea of the design, size, and placement of your artwork. Please note that the proof is created on a general template, so the designs may appear smaller/larger on shirts of different sizes (EX: small vs extra large). Once the proof is approved your order will go into production. Production times MAY vary depending on the specifics of the order, design, client needs, and type of decoration.

 

Changes and cancellations:

If you would like to change your order, you may do so via e-mail prior to approving the proof. Once approved, no further changes can be made.

When using ‘same day’ or ‘next day’ services, orders can be cancelled free of charge up to one hour after confirmation.

When using standard turnover times, orders can be cancelled up to four hours after confirmation.

If the cancellation is requested after this grace period, a 30% cancellation fee will be taken from the deposit.

 

Apparel printing services:

When merchandise is not provided by us, we cannot guarantee the highest quality of print and cannot be held responsible for any damage such as fading, peeling, or burning of merchandise both during and after the printing process.

It is the client’s responsibility to ensure that merchandise is compatible with the decoration process requested.

 

 

Colour matching:

If a specific colour is required, clients must provide the colour code (PMS swatch number, HEX code). If a colour code is not provided, we will base the colour on the approved digital proof and colours may vary due to variance in monitor calibration.

 

Returns and refunds:

Since products are customized, we do not accept returns or provide refunds. If garments provided by us are stained or damaged, we will re-do your order at no charge upon the return of the garments. Please ensure to check items THOROUGHLY upon collection/delivery to ensure the garments and order are correct. If an issue is found either at the time of pickup (in-store) or within 24 hours of delivery (if order is shipped to client), the issue will be handled by r5 media lab. Outside of these respective time periods, it will not be possible to replace any damaged, stained, or missing merchandise.

 

 

 

 

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