FAQ

Dressing Room Door Banners

  • We provide a proof for approval once we receive your order
  • You can include your logo, a sponsor logo, your roster, your level and division.
  • For a sponsor logo or roster please email it once you place your order to info@hockeybanners.ca

Stand Up Retractable Banners

  • We provide a proof for approval once we receive your order
  • You can include your logo, a sponsor logos, your roster, your level and division.
  • For a sponsor logos and/or roster please email it once you place your order to info@hockeybanners.ca

Water Bottles

  • We provide a proof for approval once we receive your order
  • Email your roster once you place your order to info@hockeybanners.ca

Blues in Printing (avoiding a purple blue)

  • To keep your blue true and not appearing purple keep your Magenta value well below your Cyan value.
  • The Rule: Make sure your Magenta is less than 70% of your Cyan. For example, a reliable, deep blue mix is Cyan 100%, Magenta 45-70%, and Black 0-30%.
  • Avoid Equal Parts: Equal amounts of cyan and magenta will result in purple.

Files

  • All uploaded files should be of the highest resolution possible.  The best quality is a vector file (AI/PDF/SVG/EPS) IF a vector is not available send the best you have available.  IF you are not sure email us the file and we can check the quality.  We also have many logos on file.
  • If you are submitting your own design check the file size matches our product.  Add a 1/4" bleed with crop marks.  Make sure your submitted file is CMYK, flat layers, outlined text.  
  • Be sure to DELETE any hidden layers that are not intended to print (ie: setup guide layers or other hidden artwork layers) to ensure no risk of them appearing on the final print.
  • Files must be submitted with proper orientation to ensure proper back up
  • It is best to try to avoid using borders in your design. If a border is too close to the trim, the trim may be slightly off-center.
  • File must consist of 1/8" bleed and all important art and text must be within the safety margin. The more safety margin the better (to avoid awkwardly close trims or having critical elements from getting cut off).
  • Embed or outline all fonts.
  • Black text/type should have the following values: C0, M0, Y0, K100.
  • Larger areas of black coverage should be C:30/M:20/Y:20/K:100 to get a deep richer black. 

Hockey Banner Brand / Logo

  • What if I want to remove the Hockey Banners Brand / Logo?
    There is a $25 charge to remove the logo

  • Why do we charge for brand removal?
    Word of mouth is one of the most important ways HockeyBanners.ca grows. Our branding helps new customers discover us when they see our products at the rink, on the bench or in the dressing room. This allows us to rely less on expensive advertising and helps us keep our prices competitive.

    If you'd prefer a completely team-branded product, we're happy to remove our branding for a small additional fee. Thanks for helping us grow through word of mouth!

Shipping & Delivery FAQ

How long does my order take to ship?

Orders are custom-made and require processing time before they are shipped. Your estimated production/processing time is provided at the time of ordering or in your order confirmation.

Once your order has been completed, it is packaged and handed to the shipping carrier.

Please remember that production time and shipping transit time are two separate things.

When does HockeyBanners.ca consider an order shipped?

Your order is considered shipped once it has been collected by or accepted by the shipping carrier and a tracking number has been provided, where tracking is available.

From that point forward, the package is in the carrier's delivery network.

Is HockeyBanners.ca responsible for shipping delays?

HockeyBanners.ca is not responsible for delays caused by the shipping carrier after your order has been collected or accepted by the carrier.

This includes delays resulting from:

  • Weather or severe weather
  • Transportation disruptions
  • Carrier processing delays
  • High shipping volumes
  • Labour disruptions or strikes
  • Customs delays
  • Incorrect or incomplete delivery information
  • Missed delivery attempts
  • Remote-area delivery delays
  • Other circumstances outside of HockeyBanners.ca's control

Shipping carriers themselves recognize that published delivery standards can be affected by many of these circumstances. Canada Post, for example, states that its delivery standards are generally estimates and that actual delivery times can vary based on origin, destination, weather and other factors.

Does the shipping estimate include production time?

No.

Your order has two separate stages:

1. Production / Processing
Time required for HockeyBanners.ca to create and prepare your custom order.

2. Shipping / Transit
Time required by the shipping carrier to transport your package after it has been collected.

Carrier delivery estimates generally refer to transit time and do not include the merchant's processing time.

What if my package is delayed?

If your tracking information shows that your package is delayed, please contact us and we will be happy to help you understand the tracking information and, where appropriate, assist with contacting or submitting a claim to the carrier.

However, HockeyBanners.ca cannot control the carrier's delivery schedule or guarantee a carrier's estimated delivery date.

For Canada Post shipments, for example, claims and delivery inquiries are handled through Canada Post, and eligible services may have their own coverage or delivery guarantees.

If your tracking number shows a delay in delivery your first step as the receiver is to contact the Shipping provider for a more detailed update and create a support ticket with the shipping carrier.

What if my package is lost?

If your package appears to be lost in transit, please contact us as soon as possible.

We will provide reasonable assistance in working with the shipping carrier and submitting a claim when applicable. Any claim, investigation, reimbursement or compensation is subject to the shipping carrier's terms, conditions and applicable coverage.

Canada Post, for example, provides liability coverage on certain services and allows additional coverage to be purchased for eligible shipments.

What if my package says "Delivered" but I can't find it?

If tracking shows that your package has been delivered, please first check:

  • Your mailbox or parcel locker
  • Your front door or other delivery location
  • With household members
  • With neighbours
  • Any delivery notice left by the carrier

You should also contact the shipping carrier directly using your tracking number.

If you are still unable to locate the package, contact us and we will assist where possible.

What happens if I provide the wrong address?

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If an order is returned because of an incorrect or incomplete address, additional shipping charges may apply to have the order shipped again.

Carrier policies can also treat incorrectly addressed shipments differently from ordinary delivery delays. Canada Post, for example, excludes certain incorrectly addressed or returned items from its normal delivery standards.

Can I request a specific delivery date?

We can provide an estimated production and shipping timeframe, but we cannot guarantee a specific delivery date unless the selected carrier service expressly provides such a guarantee and the applicable conditions are met.

If you need an order for a tournament, hockey season, team event or other specific date, please contact us before ordering so we can discuss the available production and shipping options.

What if I need my order by a tournament or game?

We strongly recommend ordering well in advance of your required date.

Carrier delivery dates are estimates and can change because of circumstances outside our control. Canada Post specifically notes that delivery standards can be affected by weather, labour disruptions, transportation issues and unexpected volume.

If you have a firm deadline, please contact HockeyBanners.ca before placing your order.

Does HockeyBanners.ca guarantee delivery dates?

No.

Unless a specific shipping service explicitly provides a delivery guarantee and your shipment qualifies under that carrier's terms, delivery dates provided by the carrier should be considered estimates.

We will do everything within our control to produce and ship your order as quickly as possible, but once your package is in the carrier's possession, the carrier controls the transit and delivery process.

What can HockeyBanners.ca do if my shipment is delayed?

We won't simply leave you on your own.

If you contact us about a delayed shipment, we can:

✓ Check the tracking information
✓ Confirm when the package left our facility
✓ Help determine whether the carrier has reported an exception
✓ Assist with a carrier inquiry or claim when appropriate
✓ Provide available shipping information

However, we cannot control how quickly a carrier moves, scans or delivers a package once it has entered their network.

Our Shipping Promise

At HockeyBanners.ca, our responsibility is to create your custom order accurately, package it securely and get it to the shipping carrier within the stated processing timeframe.

Once your package has been collected by the shipping carrier, responsibility for the shipment's transit and delivery rests with the carrier.

We will always do our best to help when a shipping problem occurs, but carrier delays are outside our control.