Please take a look through our frequently asked questions to get the answers you are looking for quickly and efficiently.
Q: Would you like to receive your Purolator Package without requiring a signature?
A: Please click here to download the form to fill out and post on your front door.
Q: When will I receive my items?
A: We do our best to pull, pack and ship orders in a timely fashion. The moment your items are shipped to you will receive an email with your tracking information. You can also log into your account to check the status of your order. There will be delays for all orders with made to order products.
Q: My order does not appear to be going through on your website please help!
A: You do have to register on our website before you are able to order. You will find the Register button on the top upper right-hand corner of the website. Sudden increases in website traffic sometimes affects orders going through. If you are on a school or business computer, the firewall might be preventing the order from completing. We would suggest trying another day, time of day and/or from a home computer. If none of this works. Please do not hesitate to send us an email and we will walk through the process with you to determine the issue.
Q: I just placed my order and I need to change something.
A: Once an order is placed, we are not able to make any changes. We know this is inconvenient and we apologize, but we do not have the staff or the capacity to make changes on orders that come in. Our fulfillment center is not at the same location as our offices, and you would be shocked at how many people request changes once an order is placed!
Q: Can I pick up my order?
A: Unfortunately, we do not have a physical store. You can find a list of our Orange Shirt Distribution Partners here, and Pink Shirt Distribution Partners are available here.
Q: Will you be getting more stock, the size or quantity I want to order is now currently unavailable?
A: Any and all restocks will be announced via our newsletter and our social media platforms. Please subscribe to our newsletter to receive updates and restock notices.
Q: What is the shirt made of? Is it ethically made?
A: Our shirts are 100% cotton. Yes, please rest assured that our shirts are all ethically made. The Authentic T-Shirt Company@ dba SanMar Canada adheres to all applicable laws and regulations for Canada.
All our products are compliant to
- Canada Consumer Product Safety Act
- Textile Flammability Regulations
We also encourage and partner with our suppliers and contractors to abide by the Worldwide Responsible Accredited Productions (WRAP) Social Compliance Certificate Organization.
Q: Why are your shipping costs so high?
A: We require a signature and tracking on every package that we ship. This is the way to ensure that people are receiving their packages, and so we know where they are in the transit process. Sometimes packages are left at business front desks, or at your door with another person and this is a way that we can help people locate their package if it seems like it has gone missing.
We are also a small business; we do not get any volume discounts like big companies such as Amazon. This is an issue that we are always working on, and we hope to find a way to bring the costs down and keep the same customer service level that we currently have.
Q: I think I placed an order, did my order go through?
A: If you did not receive an email confirmation with an order number, please log into your account and check the “orders” tab. All orders will appear there. If your order is not there, it did not go through.
Q: My order did not complete but I can see a charge on my credit card.
A: In the ordering process we do have a pre-authorization charge that does go through. This will show on your credit card for 2-3 days. Please check your credit card in a few days and you will see that the charge has disappeared.
Q: How do I do a bulk order?
A: All bulk orders can go through our website. The appropriate discount will be automatically applied once product threshold is reached. The bulk discount only applies to the current campaign designs, as we do not carry over enough stock of previous years to offer the same discount.
Q: Can I get a shipping quote?
A: Shipping varies on what items you are ordering and where you are located. The best way to get a shipping quote is to register through the website (you will find registration at top right-hand corner of the website), put the items you are looking to purchase in your cart, before you check out the website will give you two shipping options (Canada Post, or Purolator) to choose from. Purchase not required,
Q: Can I order shirts from previous campaigns?
A: We concentrate on keeping our current designs stocked on our website. You can sign up for our Newsletter and then you will hear when we restock or open backorders on previous campaign designs.
Q: Can I order over the phone?
A: As much as we would love to take orders over the phone, we just are not able to. We do not have enough staff or the processes in place to be able to accommodate this. Please order through our website. We apologize for any inconvenience that this causes.
Q: What if I do not have a credit card – how can I order?
A: Our new website upon check out offers payment via etransfer, direct bank transfer, or credit card. We ask that you when you etransfer or bank transfer, you include your order number so that we can easily match up your payment to your order.
Q: My tracking number is not working?
A: We ship through Purolator and Canada Post. Please ensure that you are putting your tracking number on the correct website for tracking. We have found if you click through on your phone, it can automatically try to bring you to the FedEx website and tell you your tracking number is invalid!
Q: My credit card keeps declining!
A: Due to the increase in card testing through ecommerce sites we had to increase our security. Billing addresses must match EXACTLY to the address on your credit card. Even a misplaced comma will cause the transaction to decline. Please double check your billing address against a credit card statement if you have having continued issues. E-transfer is also an option for Canadian orders.