FREQUENTLY ASKED QUESTIONS

Customer Care Hours
Mon - Fri: 9am - 5pm MST

General Questions

If you'd like us to print or embroider custom apparel or product, please contact us.  No order too big or too small!

We are located in Calgary, Alberta, Canada!

Our Location

Reach us by email or phone

Monday to Friday

9:00 AM to 5:00 PM MST/MDT

Office hours for pick-ups and walk-ins

We require an appointment time for pick-up/walk-ins, please contact us!

We are closed on weekends and holidays.

While everything is decorated in-house, we will try our best to ship all at the same time.

Payments

Our payment processor is Stripe, and they accept:

  • Visa
  • Mastercard
  • American Express
  • Google Pay
  • Apple Pay

We also accept PayPal payments.

Shops:
As soon as your order is received, your card is charged.

Custom Orders:
When we receive your order, your card is pre-authorized.  We do a review of your order (including artwork, product selected, etc), if everything looks great we accept your order.  At this point, your card is charged.

Any changes to your order should take place before we accept it, once it is accepted, we are unable to make most changes to your order.

Our payment processor is Stripe, and they take your security seriously.

Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, they make use of best-in-class security tools and practices to maintain a high level of security at Stripe.

Read More

We also offer PayPal.  PayPal takes customers to a PayPal hosted checkout page.

Decoration Options

Direct to garment printing (DTG) is a process of printing on textiles using specialized aqueous ink jet technology. DTG printers typically have a platen designed to hold the garment in a fixed position, and the printer inks are jetted or sprayed onto the textile by the print head. DTG typically requires that the garment be pre-treated with a PTM or Pre-treatment machine allowing for the following:

  • Stronger bond between garment fibers and the pigmented inks
  • Lays down loose fibers to provide for a smoother substrate
  • Chemically reacts with the inks to promote drying and curing

Since this is a digital process the print is sharper and has a higher resolution, or DPI, than traditional printing methods such as screen printing. However, unlike screen printing, there is no long setup or clean-up process, and DTG has the ability to print just one single shirt for minimal cost.

Source: Wikipedia

Heat transfer vinyl, or HTV for short, is a specialty vinyl polymer that can be used on certain fabrics and materials to create designs and promotional products. It comes in a roll or sheet form with an adhesive backing so it can be cut, weeded, and placed on a substrate for heat application. Heat transfer vinyl is made in single colors and also has special options such as patterned, glitter, flockedholographic, glow-in-the-dark, reflective and 3D puff.

Source: Wikipedia

Machine embroidery is an embroidery process whereby an embroidery machine is used to create patterns on textiles. It is used commercially in product branding, corporate advertising, and uniform adornment. It is also used in the fashion industry to decorate garments and apparel. 

Source: Wikipedia

Screen printing is a printing technique where a mesh is used to transfer ink onto a substrate, except in areas made impermeable to the ink by a blocking stencil.

A blade or squeegee is moved across the screen to fill the open mesh apertures with ink, and a reverse stroke then causes the screen to touch the substrate momentarily along a line of contact. This causes the ink to wet the substrate and be pulled out of the mesh apertures as the screen springs back after the blade has passed. One color is printed at a time, so several screens can be used to produce a multicoloured image or design.

Source: Wikipedia

Innobella Textile Inks are water-based pigment inks and are ECO PASSPORT by OKEO-TEX® certified and CPSIA compliant. The innovative packaging uses less plastic thanks to the new replaceable pouches so there is less waste and less impact on the environment.

Safety must always be top of mind with any product, and with Innobella Textile Inks you can be confident that your products are safe for all ages.

DTG:

Designs printed with Innobella Textile Inks are meant to be worn, not worn out. The special formulation combats the chemicals found in typical laundry detergent and withstands the rubbing and scraping of zippers and buttons. The result is a great looking garment that looks brighter, longer. brighter, longer with proven washability as evidences by AATCC wash tests, where our inks score 4.0 or higher on every test.

Embroidery:

All of our designs are embroidered using polyester threads.  It won't shrink, fade, or bleed and will last the test of time.

Sublimation:

Dye-sublimation works by penetrating the surface of the substrate with ink. Dye-sublimation printing yields beautiful and permanent colors that are embedded in the substrate or fabric, rather than printed on the surface. Images on fabric won't fade or crack even after multiple washings.

Vinyl (HTV):

A quality vinyl should last as long as the garment lasts if you wash and dry the garment properly. It’s better to turn the garments inside out before washing; it will protect the fabric from abrasion from all of the rubbing.  Avoid putting vinyl decorated apparel in the dryer, as this can sometimes cause the glues to release due to the heat.

Screen Printing:

Screen printing uses plastisol ink and once applied to the apparel, it sits on top of the fabric.  To ensure your print lasts a long time, wash and dry your apparel inside out.

Join Ink Engine

Ink Engine Shops allows artists, creators, brands, and small businesses to sell their designs and receive royalty payments.

We host your designs, process all sales, print your designs, and ship on your behalf to your customers.  You receive a royalty payment monthly for all sales your designs have received.

You never need to carry inventory, there are no setup fees, and there are no monthly fees!

You will maintain full ownership of your designs, you can remove them from our site at any time.

Read More

Of course!  Currently we offer our Shops for small businesses, creators, and artists to sell their designs.  

If you don't think the regular Shop option are the right option for you, we also offer Brand Stores to creators.  There is a minimum sales requirement of $500/month or pay $15/monthly.  You will have your own exclusive website, with the option to have your own domain.

Request to Open a Store, and we will be in touch!

My Order

All of our merchandise is made to order.  The Marketplace orders typically ship out within 5 business days, while our custom or personalized items take a bit longer due to the proof approval stage.

If you need your items sooner, please contact us and we will do the best that we can!

We are shipping from Canada, any international orders may take longer.  Some countries, due to their locations or customs regulations, there could be additional delays.

You can follow along with your order production, within your My Account page.

If available, you'll also be able to follow your package through our shipping tracking.

Yes, you can cancel your order if it is still in "Pending" status, as it hasn't been sent to the production queue yet.  

Once your order has moved from the Pending status, we are busy ordering your selected garments, getting your artwork perfect for print, and scheduling your job to meet deadlines.

Depending on the change and when the change request is received, it may be possible.  Please contact us to discuss.

Contact Us

You bet!  The next time you are ready to place an order, you will have this option.

Don't worry though, if you have placed an order with an error in the billing address.  Once your order is placed and billed, our systems validate the billing address matches the credit card used. If it cleared our billing verification, you will receive a confirmation email confirming that your order has moved into pre-production.

Our billing system is secure and automated, therefore we are unable to make any changed to your billing details on your behalf once the order has been submitted.

Yes, in most cases you can update the shipping address up until we ship your items.

Please contact us so we can ensure it is shipped to the correct destination.

If shipping tracking is available, please check your shipping tracking number to verify its location. 

If your delivery is late or missing, please let us know within 2 business days so that we can follow up with the carrier.

Oh no!  Please contact us within 5 business days of receiving your package, and we will figure out where we went wrong... and make it right for you!

You can make changes on your order when it is still in Pending status.

After your order has started to progress through the production stages, depending on where your order is in the process, we can possibly change this for you.  Please contact us and we will see what we can do!

We stand behind the quality of each product that leaves our shop.  In the rare chance that there is an issue with the quality of the print, or it is significantly different than the Marketplace page or approved proof, please contact us within 5 days of receiving your product(s).

If your product(s) are received damaged during shipping, please contact us immediately after receiving so that we can resolve this for you.  Any refunds will be processed back to the original form of payment on your order.

We are happy to exchange your order if you have received the correct order, but aren't happy with the sizing.  You will be responsible for return postage, and we will cover the postage for the replacement item.  Please ensure you are validating your size with our sizing chart that is shown on each product page.

For more information, see our Exchanges and Refunds policy page.

Please contact us with the details of the items you received, and we will make it right!

Unfortunately, we are not responsible for damage incurred by washing or regular wear and tear.

We strongly recommend to follow our included care instructions found with each order;

  • Wash your apparel inside out on a cold cycle
  • Tumble dry on low, inside out

Following these instructions will give your garments the longest life possible!

Shipping & Delivery

In most cases, yes.  There are some countries that we are unable to ship to due to international agreements and UPS/Canada Post restrictions.

We use several different carriers to ensure the best service possible;

  • Canada Post
  • Canpar
  • FedEx
  • Purolator
  • UPS

Marketplace:
We only offer standard shipping for Shop purchases.

Custom Orders:
If you are located in Canada or USA, you will have expedite shipping options at checkout.

Unfortunately, we are unable to offer expedited shipping options outside of Canada or USA.

We don't have a retail space in our location, but we do allow pick-ups on an appointment basis. 

If your postal code at checkout is within Calgary and surrounding areas you'll be able to select Local Pick-up at checkout.

When your order is ready, we can coordinate a time for pick-up!

Yes, in most cases you can update the shipping address up until we ship your items.

Please contact us so we can ensure it is shipped to the correct destination.