Customer services2021-02-01T16:44:25+00:00

Customer Service

Why is my order missing a few shirts?2020-10-05T16:33:38+00:00
All orders can have up to 5% under run. Some shirts could be damaged during printing. Because of this, we cannot guarantee that you will receive 100% of the garments in your order. We strongly recommend ordering a few extras to account for this possibility. We always strive to give you everything you ordered. However, if there is a shortage with your order, we will refund or credit you for the difference. All claims must be submitted within 72 hours of date of delivery
Do you charge set-up fees?2020-10-05T16:30:59+00:00
We like to keep things simple. Our quotes are all-in-one pricing. We tell you what the unit price will be, as well as the sub-total, taxes, and grand total. We have no setup fees, No screen charges or hidden charges. What you see is what you get!
What about mistakes?2020-10-05T16:29:32+00:00
Mistakes happen when printing. When we make a mistake using a shirt from our suppliers, we grab another from our inventory. Our markup acts as your insurance. When you provide the shirts, we charge for the shirts that are properly printed. We do not cover the cost of misprints when you provide the apparel.
What payment methods do you accept?2020-10-05T16:27:20+00:00
If submitting your order online, we accept VISA and MasterCard. Alternatively, you can call us with credit card information or send an e-transfer to If paying by debit, you’ll need to come to our physical address at 401 Logan Avenue in Toronto
What about out of stock items?2020-10-05T16:26:15+00:00
T-ShirtGuys will not be responsible for items that are out of stock. All apparel is purchased each business day at 1 pm, closest after your order was placed. Should items become out of stock, we will do our best to find a replacement and get it approved by you prior to using it for your order. Once we have started your order in good faith, we will not be held responsible of manufacturers inventory shortages. We work with you to solve the shortage, but shortages are not grounds for cancelling your order. There is no point in us checking suppliers inventory until the time we actually place the order. At that point, if there is an inventory issue, the supplier will notify us and we will work with you to find a solution.
Do you have rush charges?2020-10-05T16:24:31+00:00
If time is a factor, please let us know at the start of the conversation. We try to lessen the sting of rush fees. Rush charges get your order to the proverbial front-of-the-line; but delays due to weather, power failures, vendor shortages and shipping errors, etc. fall outside of even rush charges, which will not be refunded. 
What artwork files should I send?2020-10-05T16:23:40+00:00

We need to be able to open and work with your art in Adobe Photoshop. Clean, crisp images at 300 dpi the size you want it to be printed. Common file types: pdf, jpeg, psd, tiff, ai, eps, png, etc.

For all vinyl work we require Adobe Illustrator files. Please send along
Can I request specific measurements when printing?2020-10-05T16:20:10+00:00
Even though T-ShirtGuys printers have over 15 years of experience, there is no way to effectively and efficiently measure a distance from the collar on each shirt; as each garment is loaded onto the press by hand. If you request a print that is 2” down from the collar, we will use that as a guide and do our best to make sure that all shirts hit that target. However, not all shirts will hit exactly at 2” and they may be off by as much as an inch in either direction. This will not be considered a misprint and T-ShirtGuys will not reprint or refund these shirts.
My image is pixelated can you fix it?2020-10-05T16:19:02+00:00
Our design team will notify you if your artwork exceeds normal pixilation, which would result in a poor quality print. Images taken from the internet are only 72 dpi, but a file at 300 dpi will ensure a crisp, clean print. When file(s) require a complete re-build, at the discretion of our art department, we will email you with our assessment of what’s required and what we would charge to rebuild it.
What brands do you offer?2020-10-05T16:17:41+00:00
We print on all types of t-shirts ranging from Canadian hand-made organic tees to all of the large t-shirt manufacturers such as Gildan, American Apparel, Anvil, Next Level, Bella + Canvas, Alternative Apparel and Authentic T-Shirt Company, just to name a few. 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.
What is your typical turnaround?2020-10-05T16:16:22+00:00
Our standard turnaround time is currently 10 business days from the time that you submit your order. If you have a specific deadline that you need to have met, please notify us when placing your order. Taking more than 24 hours for approving your order will add to your turnaround time. We do have rush options available.
Do you print inside labels?2020-10-05T16:14:11+00:00
Yes. Inside labels can increase the perceived value of goods by as much as $5 at retail. Stickers are the better alternative to hang tags and can easily be printed with custom shapes and full-colour images. For screen-printed inside labels please call for a quote as price is determined by the size and complexity of your order and are limited to only one colour prints.
Screen printing inside labels is tricky and small ink coverage inconsistencies will be considered acceptable.
Can I bring my own shirts?2020-10-05T16:11:34+00:00
If you were to bring your own garments, we may be able to print on them for you; however please be advised that this does run the risk of the garment reacting in an unexpected way. Anything in our showroom is something we’ve printed on before. Therefore, we know exactly how it will react to the processes we put it through. For customer supplied garments, there is simply no way to know until we try but there are risks associated with supplying your own garments. We only accept these order requests on a case by case basis so it’s best to bring one in before you buy all of them. When we make a mistake using a shirt we supplied, you’ll never know it happened as we grab another from inventory. Our markup acts as your insurance so when you provide the shirts, we charge for the number of properly printed and we do not cover the cost of misprints when you provide the apparel.
Digital Mockups2020-10-05T16:09:54+00:00
Once we start on your artwork, you’ll be happy at how easily it all seems to come together. Your mockup is almost always complete after two revisions. This is only concerning placement of art on the apparel. You will be allowed two additional sets of revisions free of charge to your initial mockup. Any additional revisions past that point will incur an additional art charge.
How many shirts should I order?2020-10-05T16:07:28+00:00
Order what you need, but with the above in mind, we recommend as much as a 8-10% over order to keep your options open. Example: 25 small, 25 medium, 25 large, 25 extra large – maybe get 2 more of each, just in case! You can order any combination of men’s, ladies, and youth from small to extra large. Our suppliers apply a surcharge on shirts that are 2XL or greater in size and we pass that charge onto you.
What about tear-away tags/labels?2020-10-05T16:05:17+00:00
Please be aware that tear-away tags may leave small pieces of the tag in the shirt seam. Unless  you have paid for tag removal service, we are not responsible for removing all pieces of the tag,  should some remain in the seam. Should the tear-out process result in torn threads in the seam, we will not be held responsible — torn threads is a part of the process.
Searching for fonts2020-10-05T16:01:11+00:00
Visit DaFont, for a library of 10,000 great fonts. Type your text into the preview window, select the style of fonts you’d like to choose from and enter to preview your text in up to 100 fonts at a glance. You can download fonts into your own computer at no cost. For our use, we would only need to know the font’s name.

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