Frequently Asked Questions


Shopping & Ordering  

How do I shop for products through your site?

We offer thousands of promotional products and custom apparel options. Please click on a shopping category link, or use our convenient search tool, to find a product meeting your needs. You may wish to use our Advanced Search, which allows you to enter more criteria to narrow your search results. Once you decide on a product, please click the "Request Quote" button, located under the product description, and enter as many details about your project as possible. We will get in touch with you with pricing, and production time.  


How does the production process work?

Once you’ve indicated our quote is acceptable, we will send you an email invoice, with a link you can follow to make your credit card payment.  After payment is received, you will be emailed a mockup of the product you are ordering, which will illustrate the customization you requested, and other order details. Once approved, your order will be released into production, and will be shipped to you upon completion. 


How long does production take?

Production time for promotional products, and custom apparel, range depending on stock availability, the quantity of items in your ordered, the number of customizations, and the number, and size, of orders placed before yours. Please see the estimated production times below. These times begin after artwork approval. If you need rush services, please contact us, and we will do our best to accommodate you. Please plan ahead to give us plenty of time to produce your order, and allow time for shipping. 



What types of payment do you accept?

We currently accept Visa, MasterCard, and cheques. All cheques must clear before orders are shipped.


What can I do if I do not find the promotional product I desire on your web site?

If you can not find your desired product on listed on our web site, please contact us, and we will try to help you find a product that will meet your needs.



What kind of artwork can I send you for my logo/design?

Ideally, the artwork you send us should be in vector format, with all text converted to outlines/curves. You can find more details on our "Artwork Preparation" page, which can be linked to from our website footer.


What if I don't have artwork?

If you do not have vector artwork, please email us whatever you have, even if it is just a sketch.  We will work with you to create a graphic we can use to customize your order.  


How do I submit my artwork?

You can submit your artwork, when completing the form, after clicking on the Request Quote link, on the product page.  There is also a "Art Upload" link, in our website footer, which you can click on to submit your artwork. You can also email it directly to your CM Design representative.


Our logo requires specific colours.  Can you match our colour(s) when printing our logo?

We are able to colour match printing on many products, but additional fees may apply. Please email us your PMS or Pantone colour numbers, and let us know if you require an exact match, or just as close as possible. Please note, an exact colour match may not be possible for some items.  


Shipping & Delivery

How long will my order take to be delivered?

Shipping times will depend on the level of service you request, but generally ranges from a couple days to a week. Orders shipping to the US usually take one to two weeks to reach their destination. All promotional products and custom apparel are shipped via standard ground service once. If you have a preferred shipping method, or would like to request faster shipping, please indicate your desired service at the time of your purchase. Please contact us if you are concerned about meeting a deadline.


To what countries do you ship?

We currently serve Canada and the United States.


Can we use our own shipping account?

Yes, please let your representative know in advance, and they will arrange it.


Can I return my order?

We do not accept returns, or exchanges, for customized items, unless there is a manufacture’s defect, or we made a mistake with with the custom printing.  Please see more details on our Return Policy page, which can also be linked to from our website footer.




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