FAQ's

1 - Call our Customer Service Team. Orders can be placed over the phone at any time. Simply call 604.882.0800 or Toll Free at 1.888.891.4646 and speak to one of our Customer Service Representatives.

2 - E-mail Us. Simply send us an e-mail and we will respond within the next business day or sooner. Please quote specific product Sku numbers in your e-mail. If you have questions regarding art work please attach the art file to the e-mail.

After your order is placed with our Customer Service Team, you will receive a complete Order Approval and Art Proof to sign off. The Order Approval and Art Proof will be e-mailed to you. We will not proceed with the order until we receive your signed approval back. This ensures that you will receive exactly what you ordered.

Greystone Promotional Products Inc. is not responsible for any typographical mistake or errors that are overlooked and later approved by the customer. In addition Greystone Promotional Products Inc. cannot be held responsible for the misprint as a result of the error.

Once the customer approves the proof and order acknowledgement and the order is sent to production, we are not at liberty to make ANY changes to the order. Whether correct or with errors, the order is printed exactly as approved by the customer. For this reason it is VERY IMPORTANT to carefully look over ALL paperwork before replying with your approval.

The average order takes 2 to 3 weeks to fulfill. Historically, orders at or near Christmas may take longer to fulfill. The order will be shipped directly to the address provided on your order unless specified for customer pick-up. Freight costs are not included in any of our quotes. All of the freight costs incurred for your order are added to your invoice as an additional charge. Orders will be shipped by various preferred carriers such as DHL or Purolator.

We would need to know the event dates up front. It is extremely important that the specific event date is communicated in the first conversations with your Customer Service Representative. Event orders must be qualified by our Customer Service Representative. Only after our supplier has confirmed inventory and lead-times can we confirm we can guarantee the order for your event. In the chance that there is an inventory shortage, we will work with you to find an alternate product for a replacement.

Rush services are available. Rush orders will incur Rush service charges and delivery dates must be agreed to by your Customer Service Representative. Express freight can also be used as an option and all extra costs will be passed on to you.

All Pricing is in Canadian Dollars.

For all COD orders we accept MasterCard, Visa and American Express credit cards.

Accounts can be set up and terms negotiated upon completion of our Credit Application. For more information, please contact a Customer Server Representative for an application.

All orders must be accompanied with a 50% deposit before production can begin on your order. Any outstanding balances exceeding the initial charge amount will be collected after the order has shipped.

Sales Taxes must be charged at the applicable percentage rate for the province you reside in or from the supplied ship-to address.

All digital art must be provided in vector formats such as Corel Draw (.cdr), Adobe Illiustrator (.ai or .eps). Please save all fonts to curves or outlines.

When sending artwork over email, for all files over 3MB, please compress all files using winzip. If your artwork files are larger than 5MB, please contact a Customer Server Representative to arrange the ability to receive your files.

Please send all artwork as clean, color separated and camera ready. Use pantone (PMS) for all colours within your artwork. No process colors ( cmyk or rgb) can be processed.

Always send us in electronic format (Word, Excel,PDF) the color breaks and pantone numbers within your artwork.

Examples of artwork that is NOT camera ready: photographs, faxed art, gif images (.gif), powerpoint (.pps) images and presentations, corporate letterheads, business cards, jpeg images (.jpg), word documents (.doc, .docx,.wpd), bitmap images (BMP), TIFF images (.tff), non vector PDF files (.pdf)

Here's a close-up of a vector graphic. Notice the smooth clean lines. Here's a close-up of the same graphic in bitmap format. You can see how the square pixels don’t allow for straight clean lines.

The Embroidery process requires the Digitization of Artwork.

Digitizing is the process of taking a design, magnifying the image and placing where every stitch will go, how many stitches will be required and what type of stitch it should be. Once this is done, the image is turned into a .dst file (digitized stitch file), which an embroidery computer reads to embroider the design onto the garments.

Location, Size and Quantity of Design are all these factors contribute to the cost of the embroidery. The cost is directly connected to the stitch count and difficulty of a design to embroider. A small left chest design has far fewer stitches than a full back design and therefore will cost less to stitch. Quantity also plays a part in the pricing process.

If you require logo design or have further questions, please call us and talk to a Customer Server Representative today!