Frequently asked questions
How do I start my custom order?
Congratulations! You’ve already taken the first step. To start your custom order, you just need to contact us and we will guide you through the whole process. We're like mystical sherpas with awesome guiding abilities - you’re in good hands.
Can I send in my own gear for customization?
Unfortunately, we can’t accept other company’s apparel for decorating and customization. Might we suggest trying one of our items? It’ll make you feel good inside and out!
How do I know what size to get?
We know that size and fit are important, so each of our customizable apparel options comes with a size chart to help you determine the best fit for you.
If you’d like to try something on prior to customization, just get in touch! If you’re in the Edmonton area we can set up a meeting to review some of the different options available.
Please keep in mind that depending on your request, a deposit may need to be collected. This deposit can however be applied to a future order if the items come back unharmed.
Do you offer bulk discounts?
We do! Whether you order 5 shirts, or 500 shirts, we’ll make sure it’s at a price that you’ll love.
Do you offer design help? How does that work? Do I have to pay for it?
Yes we do! We include 2 hours of design time with each custom order and most orders can be completed in this time. That’s right, it’s included at no additional charge! To help bring your masterpiece to life (within the allotted 2 hours), we need your help. Please provide instructions in as much detail as possible. If we anticipate that your art will take longer than the 2 hours provided, we will notify you immediately and any additional approved art time will be billed at $50 per hour.
How long will my original artwork take?
We try to respond to art requests within 24 hours, but please allow up to 3-5 days for completed artwork. The more detail you can provide to the art department, the faster we can put your artwork together. Turnaround times are subject to change based on artwork demand and project detail.
I got an order from you a while ago. Do you still have the art?
Probably! Give us a shout and let us know what you’re looking for!
Can you match colours?
If you’ve ordered from us in the past, there’s a good chance we can match colours on prints. We will try our best to provide the colours you need. But, because of the many factors involved in printing, we cannot guarantee colour matching. Please get in touch with us and let us know about any specific colour requirements that you have.
When should I expect to receive my order?
Standard lead time is 10 business days for pick up or drop off of local orders. Theses timelines begin after final invoices are approved and 100% payment is received. We do often beat these timelines, but if you’d like to guarantee a faster delivery check our expedite rates and confirm availability with your sales rep. We can also ship out and guarantee shipment deliveries based on expected timelines provided by 3rd party carriers and cannot be held accountable for any delays caused by 3rd party mishandling or failure. Typically standard shippings adds an extra 2-5 days on your lead time, but you will receive a confirmation e-mail and tracking number once your item has shipped and you can follow it the rest of the way to your doorstep!
What if I don’t like what I get?
What?! You don’t like it? No way. In all seriousness, we will do whatever we can to inform you of what you can expect from your order. We will provide detailed mockups and answer any and all questions you have with the utmost transparency. But, because custom orders are printed on demand, they are considered final sale. Should we have printed something inaccurately or incompletely according to the mockups provided, we will make them right. Customers will be responsible for alerting Rattlecan Workshop staff of any errors within 5 days of receipt of goods.