Frequently Asked Questions (FAQs)
- Speed: We deliver your orders in a fraction of the time compared to most competitors, who often take days or weeks.
- Service: Our team goes above and beyond to ensure every detail is done right for our clients.
- Quality: We are committed to providing high-quality products that meet your expectations.
- Selection: With hundreds of items available, we offer a much wider variety than most other places, which typically carry only a handful of options.
- Fair Pricing: Our pricing system is transparent and competitive, with online bulk pricing starting at just 5 items, whereas most competitors do not offer any bulk pricing.
- Yes, we do!
- Emergency rush service is our specialty.
- Commitment to Speed:
- We will do everything in our power to prepare your order before your due date.
- Our team is dedicated to being the fastest in the industry.
- How to Place Your Order:
- Please use our online website to place your order.
- Speed Advantage:
- We are much faster than our competitors and pride ourselves on being the quickest in the market.
- Small Orders:
- For orders of 5 items or less, we’ll do our best to complete them on the same day.
- Large Orders:
- For larger orders, we strive to have them ready within 1 to 3 days.
- Factors Affecting Timing:
- While some items may take longer due to factors beyond our control, we typically complete orders within 24 hours.
Pricing
- Exclusively Online:
- Combine & Save Bulk Pricing is available only for online orders.
- We do not offer bulk pricing for on-the-spot (in-person) purchases.
- Why Choose Combine & Save?
We believe that the more you purchase online, the better the price should be.
- Pricing Categories:
- We offer 8 pricing categories based on the total number of items:
- 1-4 total items
- 5-9 total items
- 10-24 total items
- 25-49 total items
- 50-99 total items
- 100-199 total items
- 200+ total items
- Flexibility in Orders:
You can mix and match up to 200 different colors, sizes, items, or designs.- We don’t mind if all the items are different, as long as the order is placed at the same time.
- Unique Offering:
Most other places do not offer this flexibility, which makes the Combine & Save pricing system unique.
Why Choose West Island Embroidery & Mugs?
- Speed: We prioritize quick turnaround times for your orders.
- Service: Our team is dedicated to providing exceptional customer support.
- Quality: We ensure high standards in all our products.
- Selection: Enjoy a wide variety of options to meet your needs.
Do You Offer Emergency Rush Service?
Yes, we specialize in emergency rush services! We will do everything in our power to prepare your order before the due date. Our commitment to speed ensures that we can accommodate urgent requests.
What Are Your Production Times?
We aim to have your order ready on the same day or the next day. Exceptions may occur due to various factors such as:
Order volume
Holiday seasons
Inventory levels
For most orders, we are consistently on time. Orders of 5 items or more will be prioritized for same-day service. Larger orders will be completed within 1 to 3 days. While some items may take longer, we typically complete orders within 24 hours.
What Are the Pros and Cons of Embroidery?
PROS:
- Ideal for simple text, numbers, or logos.
- Offers vibrant color options.
- Compatible with various fabrics, including 100% polyester.
- Perfect for pocket logos and hats.
- Highly durable and long-lasting.
CONS:
- Cannot embroider faded designs, which may limit options.
- Fine details may not be suitable for embroidery.
- Limited thread color options may require compromises.
- Best suited for solid colors only.
- Not recommended for thin fabrics, as stitching may feel heavy and uncomfortable.
- Encouraging Online Use:
- We want to encourage customers to use our online website, which we’ve designed to be user-friendly.
- Staffing Efficiency:
- In-person orders require us to serve customers immediately, which is inefficient.
- By ordering online, customers can place their orders easily and without delay.
- Immediate Order Processing:
- When an order is placed online, we can start processing it right away without any additional setup.
- Ensuring Bulk Pricing Access:
- To ensure that everyone who wants bulk pricing uses our online platform, we do not offer it for in-person orders.
- If a customer insists on being served in person, full retail pricing will apply.
Embroidery & Mugs Methods
- Definition:
- Embroidery involves stitching your design into fabric, creating a textured and durable finish.
- Common Applications:
- The most common embroidery jobs include:
- Hats
- Polo shirts
- Pocket logos
- Challenges:
- Embroidery can be difficult and time-consuming, but it is often considered the most impressive type of printing.
- It has limitations, requiring designs to be:
- Super simple
- Free of fades or tiny details
- Importance of Digitizing:
- Approximately 95% of the success of embroidery results comes from the digitizing process, which is the most crucial step.
- What is Digitizing?
- Digitizing involves converting a logo into a “DST file,” allowing the embroidery machine to properly stitch the design.
- Think of the DST file as a roadmap with detailed instructions for the embroidery machine.
- If the DST file contains poor directions, the results will be unsatisfactory, regardless of the quality of materials or machines used.
- Quality Assurance:
- It’s essential to ensure that digitizing is done by professionals.
- Many places use inexpensive online digitizing programs that yield poor results.
- We partner with a local digitizing agency based in Quebec, known for their high quality, even though they may be more expensive.
- Using cheaper foreign companies often results in lower quality work.
- Production Times:
- Expect longer production times, typically taking 1-2 days to receive the DST file from our digitizing company.
- Pricing Transparency:
- All our embroidery prices include the cost of digitizing (DST), eliminating any hidden fees.
- Be cautious when comparing our services and prices, as many competitors conceal digitizing fees until the end of the transaction.
- Always be aware of hidden fees when shopping for embroidery and check if digitizing fees are included in the quoted prices.
Shipping / Pick up
Free Shipping: We offer free shipping anywhere in Canada for purchases over $150 (before taxes).
Flat Rate Shipping: For orders under $150 (before taxes), we charge a flat rate of $14.99.
Shipping Carrier: We mostly use Purolator or FedEx for shipping.
Purolator operates Monday to Friday for pick-up and delivery. Purolator does NOT ship to PO Boxes and that they require a physical address in order to ship an order
Tracking Information: Once your order has been manifested, we will provide you with a Purolator or FedEx tracking number.
Shipping Times:
- We ship from the West Island of Montreal, and typical delivery times are as follows:
- Quebec and Ontario: 1-2 business days
- Maritimes and the Prairies: 1-4 business days
- British Columbia and Alberta: 2-5 business days
- Yukon, NWT, and Nunavut: 5-10 days
- Remote Locations:
- Please note that Purolator or FedEx may charge significantly more for deliveries to remote locations.
- In some cases, they may not deliver to these areas at all.
- Communication with Clients:
- If additional shipping fees apply, we will contact the client to discuss options.
- If the client decides not to proceed with the order due to extra shipping costs, we will cancel the order and issue a refund immediately.
For only $5.99 more you can decide to insure your shipment. This means that Purolator will NOT deliver your package without a signature. If you choose this option, then the chances of your package being stolen or lost dramatically decreases. If you decide to NOT choose this option, and your package is stolen (or lost), then we can not help you. We will not redo or refund a package if you did not get insurance.
West Island Embroidery & Mugs
178 rue SonataDollard, QcH9B 2R2
Important Information for Our Customers:
- We are a home-based business and value our security and privacy. Please respect this.
Visits:
- Do not visit our location without an appointment.
- Please do not show up unless you have received a status update indicating that your order is ready for pickup.
Order Pickup:
- Only pick up your order after receiving a status update that confirms it is ready.
- Pickup times are available 7 days a week from 10 AM to 8 PM.
Thank you for your understanding!
Free Shipping on Orders Over $150
- Enjoy free shipping for all orders over $150 (before taxes).
Flat Rate Shipping for Orders Under $150
- A flat rate of $14.99 applies to orders under $150 (before taxes).
- Simple, straightforward shipping costs with no surprises.
Reliable Carriers
- We partner with Purolator, FedEx, UPS, and Canpar to ensure timely and reliable delivery.
- Track your package easily with the tracking number provided.
Canada-wide Shipping
- We ship to every corner of Canada, except the Yukon, Nunavut, and the Northwest Territories.
- Enjoy our products no matter where you are within these shipping regions.
Optional Signature on Delivery
- For added security, request a signature upon delivery for just $5.99.
- This option ensures your package is safely handed to you and not left unattended.
Important Shipping Policy
- Please note that we are not responsible for any lost packages by the courier or for any packages stolen from your front door.
- Unfortunately, we will not redo or refund orders under these circumstances.
- By choosing to have your order shipped (especially without the Secure Shipping option), you assume the risk of loss or theft.
If you have any questions or need further assistance, feel free to reach out to our customer support team. We’re here to help
Information
We accept most format files at West Island Embroidery & Mugs, but the best one for us is:
.png because the .png file is used for its transparent backgrounds and because it is easy to use for the web.
.jpg is a similar format to .png but it doesn’t support a transparent background. It will immediately put a white background.
.ai format comes directly from the illustrator software which is a file format developed by Adobe to represent vectorial drawing.
.psd format comes directly from the photoshop software.
.eps format is a file used to transfer an image of vector illustration from software to software and adapts to all sizes.
If you do not know how to do this we can certainly help.
No we do not. If you upload a trademarked file, you accept all responsibility.
- Yes, You Can!
- Absolutely! You are welcome to bring your own items for us to embroider on.
- Pricing Information:
- Please refer to the Embroider Using Your Own Clothes tab for pricing details.
Our mugs are scratch proof and fade proof (except for the water bottles, tumblers, and steel mugs). The competition sells cheap mugs that will fade once put in a dishwasher or will scratch when not handled properly. This is a huge difference because our mugs will NEVER fade or scratch.
Unfortunately no. The mugs need to be specially coated in order to be printable. This means that you can’t print on a mug you’ll find in your kitchen cupboard or from another store. Our mugs have all been treated with a special coating.
- Open 7 Days a Week:
- 10:00 AM - 8:00 PM
West Island Embroidery & Mugs1
78 rue SonataDollard, QcH9B 2R2
Important Information for Our Customers:
- We are a home-based business and value our security and privacy. Please respect this.
Visits:
- Do not visit our location without an appointment.
- Please do not show up unless you have received a status update indicating that your order is ready for pickup.
Order Pickup:
- Only pick up your order after receiving a status update that confirms it is ready.
- Pickup times are available 7 days a week from 10 AM to 8 PM.
Thank you for your understanding!