Frequently asked questions
Are you meeting clients during the pandemic?
Yes - virtually over various platforms (Zoom, Google Hangouts, FaceTime etc.). Where face to face meetings are absolutely necessary or for sample pick-up/drop-offs, face masks are always worn as PPE - safety is number one for our clients and our team. In the office, we have a face mask requirement for all visitors. We also have a COVID-19 Safety Plan in compliance with WorkSafeBC.
What are your hours of operation?
Monday to Friday from 8:00am-4:30pm, unless on a statutory holiday. We understand everyone has a busy schedule and if need be please email us if you require an after-hours appointment.
Can I get samples of the items I'm looking to have our logo printed?
Yes, we believe in our clients seeing, trying and touching the items first-hand and we know how difficult it can be looking at websites.
How do I place my order?
We are always available by email or phone to discuss your order.
How long will it take to complete my order?
Screen printing and embroidery on garments usually take up 1-2 weeks. Promotional products services may take a little longer 2-4 weeks. Rush services at an additional charge are available if required.
I found a cheaper price elsewhere, will you match or provide a further discounted price?
Our prices are competitive and aligned to industry standard. Often the compared items are rarely the exact same and differ in quality. We stand by our products and support local/Canadian distributors.
I found an image and logo, can you duplicate this image?
No. You must own the image or have written consent from the owner to use the logo/image. Branded Merch Ltd. does not assume responsibility for copyright infringements when images are sent to us.
My order has already been approved and almost complete but I forgot one piece to the order - can you add one or more to my order?
No. Once the order has been submitted it has already been processed. We always recommend to order extra pieces (at least 5%) or to ensure you have the right counts from the get-go. Alternatively, a new order can be submitted but there are no guarantees for inventory availability - additional fees may be applied (rush, set up, freight etc.).
Artwork requirements and information
What type of artwork do I need to provide?
Vector Art is line based art consisting of created paths and points using a program such as Illustrator or CorelDraw. The program keeps track of the relationships between these points and paths. Vector images are not resolution based (pixels) and can be scaled infinitely, both up and down, with no loss of clarity or quality. They're defined as solid objects, and can be moved around in full, or grouped together with other objects.
What File Formats we do not accept for artwork?
QuarkXpress, any Word document, Microsoft PhotoDraw, Microsoft PowerPoint, Microsoft Excel, Microsoft Publisher, FreeHand, PageMaker, Acrobat, Adobe Image Ready. Please note, these are acceptable for order entries.
What happens if I don't have the artwork files listed above?
Please reach out to us and will be glad to help you figure out a solution with one of our graphics designer and consultant - we realize not everyone has these programs and we will try our best to help out if possible.
I do not have art work but I have an idea. What is the cost for artwork if I require a graphic designer?
Depending on the complexity and extent of the graphic designing, prices will vary. For slight enhancements to an image, it can cost $50-90. For a full design from idea to image, it can cost $70-200.
What is .EPS - (Encapsulated Postscript)?
The proper three-character file extension for vector artwork (mathematical artwork comprised of a series of points and the curves between them), commonly used on Apple Macintosh computers. Files of this type can be enlarged or reduced with no loss of quality.
What is .JPG - (JPEG)?
A standardized image compression mechanism designed for compressing either full-color or grayscale photographic images, often for use on the Web. JPG is "lossy," meaning that the decompressed image is not quite of the same quality as the original image.
What is .PDF - (Portable Document Format)?
The proper three character file extension for an Adobe® Acrobat file. A .pdf file accurately depicts an non-editable version of virtually any electronic document, just as if it were being viewed within the software used to originally create it. Adobe Acrobat Reader software must be installed the PC being used to view .PDF files.
What is Pantone® Matching System - (PMS)?
The printing industry standard color matching system. Ink colors are referred to by a common set of three- or four-digit numbers to ensure color accuracy from one printer to the next.
What is Camera Ready Art?
Camera Ready Art is artwork that can be scanned without any preparation or changes. Type and images are sharp, clean and consistent in density. Art is black and white only and does not contain any colors or tints (shades of color/gray).
What is not Camera Ready Art?
Business cards, letterhead, photocopies, hand drawings, etc. are not considered camera ready art. Any logo or artwork taken from a web site is low resolution (72 dpi) is not camera ready art.
Why should I convert my fonts to outlines?
Every computer has font files installed. However, not everyone has the same fonts installed on their computers. If we do not have the same exact font that the text was created in, the text will 'default' to a less attractive font. Converting fonts to outlines (lines and curves) ensures that the text is exactly how you want it to look. It is no longer necessary for anyone else to have the associated font installed.
What is Silk Screen?
Screen printing is the direct imprinting of a design or copy onto the surface of a product. Image is pressed through tensioned nylon mesh, leaving a paint-like appearance. This is generally a better imprint than pad printing, though it requires a relatively flat surface without obstructions.
What is Laser Engraving?
Laser engraving uses light to burn an image into the substrate. It gives your logo a clean and polished appearance. It is available on many metal items and works best when the item's surface is a different color than the substrate. Laser Oxidation is available when the surface and the substrate are the same color.
What is Digitizing?
The conversion of artwork into a series of commands read by an embroidery machine's computer via a card if you do not have this file there might be a fee, please discuss this with your sales consultant.
What is Embroidering?
The process of machine stitching threads of single or multiple colors, into a design on the surface of the substrate. Used on various woven fabric substrates, embroidery adds high-perceived value to a logo and can coordinate with embroideries on today's corporate casual wear.
What is Puff Embroidery?
The stitching of a dense motif over embroidery/craft foam to create a three-dimensional effect.
What is Thread?
A fine cord of natural or synthetic material with two or more elements twisted together and used for stitching. Machine embroidery threads come in rayon (high sheen), cotton (duller finish), polyester (strong and colorfast), metallic (synthetic core wrapped with metal foil or thin slivers of metal foil) and acrylic (sheen similar to rayon).
What are Specialty Threads?
Threads designed for effects such as shine, glitter, iridescence or thickness. The threads often are made from synthetic materials including rayon, mercerized cotton, metallic and textured nylon.
If you weren’t able to find your question, please phone or send us an email.