FREQUENTLY ASKED QUESTIONS
How can we help?
Dive into our FAQ section to find quick solutions and helpful insights. Whether you’re curious about our services, need support, or just want to learn more about us, we’re here to help.
Need more information? Get in contact with us at: support@fivefifteen.ca
ORDERS
What is my order status?
Once your order is placed, you will receive a confirmation email. You will receive a shipping confirmation email once your order has been shipped.
Please be sure to check your 'junk' folder.
If you have not received an order confirmation email, please contact us at: support@fivefifteen.ca
How long does it take to process my order?
We fulfill orders between 2-7 business days. As each product is individually made just for you upon order, we start making your order as soon as you place it. It takes time for us to create and send out the product, but making each product specifically for you allows us to avoid overproduction - this way we're all doing our part for a sustainable environment.
Can I cancel my order?
We work hard to fulfill your order as quickly as possible which is why we may not be able to cancel your order upon request.
If your order has not be fulfilled, you can request to cancel your order by emailing us at support@fivefifteen.ca. and we will do our best to process your request.
Your order cannot be refunded if it has already been fulfilled.
Can I return my order?
Due to the nature of personalization, we are unable to accept returns. Therefore, we are also unable to provide refunds. Please refer to our Refund Policy for more information.
Do you accept bulk orders?
Definitely! We accept bulk orders and would be happy to assist you with your needs. Whether it's for a special event, corporate gifts/initiative, or any other large-volume requirement, please reach out to us with your details at bulkorders@fivefifteen.ca. Our team is here to help you with every detail.
How can I contact you?
You can contact us by sending an email to: support@fivefifteen.ca and a helpful member of our team will get back to you as soon as possible.
Our support team is available Monday through Friday and work 9:00a.m. to 5:00p.m. Eastern Standard Time (EST).
SHIPPING AND TRACKING
Which carriers deliver Five Fifteen product orders?
We use Canada Post, FedEx, and DHL for local deliveries to provide our customers with the best shipping experience possible.
For cross-border shipping to the U.S.A. we use USPS.
International shipments will be delivered by your local postal service.
Where do you ship?
We ship internationally. Please note that international orders require a telephone number for the carrier to deliver.
Five Fifteen currently does not ship to some countries due to carrier restrictions.
The list of restricted countries may change based on shipping carrier restrictions due to world events, natural disasters, and other service disruptions.
At this time we also do not deliver to the UK or EU due to VAT restrictions imposed by your governments. This is changing shortly on our end, so please stay tuned!
How can I track my order?
Once your order ships, you'll receive a confirmation email with the tracking number.
Want to receive live updates about your shipment? No problem! Simply subscribe to our email notifications to receive live updates about your shipment.
Please note that it can take up to 48 hours for some carriers to update their system.
What are your shipping rates?
Shipping rates vary depending on the delivery address. Rates will be provided to you during the checkout process - please enter your shipping address to display shipping cost.
Taxes and Duties
Any import duties, taxes, customs fees, or other charges imposed by your local government are the responsibility of the recipient. Five Fifteen does not have any control over these fees and since these fees vary by location/country, we are unable to give an estimated cost. We recommend contacting your local customs office for more information.
PRODUCTS
What technology/method do you use to print your products?
Five Fifteen's products are printed with the Direct To Garment (DTG) method. With sustainability in mind, our printers produce almost zero wastewater and use less energy, lowering the carbon footprint. With quality in mind, DTG means we create photo-quality prints that stay crisp and vibrant for a long time.
With Direct To Garment print, you might notice a vinegar-like smell or white residue. Don't worry! It's not uncommon - it’s from a fixation agent (aka pre-treatment) applied during the printing process to bond the ink with the fabric. It's not harmful and it’s not permanent - simply wash the garment, the scent should go away after one wash. All inks used are Oeko-Tex certified and safe.
What type of ink do you use for your printed products?
Our products are printed using water-based vegan inks that are non-hazardous, toxin-free, biodegradable, and contain no animal by-products.
How do I care for my printed apparel?
We want you to enjoy your printed apparel for years to come! To help you make the most of your new purchase, it’s important to us that you know how to care for them as best possible.
We use the latest printing technology and high-quality inks that won't fade for a long time with the right care.
Please note that the original manufacturer's care instructions do not take DTG printing into consideration. We recommend the following care to ensure the longevity of your order:
- Machine wash cold, inside out with mild detergent and like colours.
- Do not use fabric softeners.
- Tumble dry on low, or hang-dry.
- Do not iron on the print.
- Do not dry clean.
How do I care for my embroidered apparel?
We want you to enjoy your embroidered apparel for years to come! To help you make the most of your new purchase, it’s important to us that you know how to care for them as best possible.
We recommend the following care to ensure the longevity of your order:
- Machine wash cold, inside out with mild detergent and like colours. *Avoid washing embroidered items with items that have zippers or other metal products as they can catch on the embroidery and tear the embroidery.
- Do not use fabric softeners.
- Tumble dry on low/cool, or hang-dry. *To keep the shape of the embroidery, avoid wringing out the embroidered product.
- Do not iron on the embroidered area.
- Do not try to rub any stained embroidery. We advise speaking to a local dry cleaning service to remove the stain.
What size should I order?
Learn more about sizing in our Size Guide.
Why does my product look a little bit different than the picture?
We try our best to ensure that photos on our website and social media pages are the same as the product you receive.
However, there are two reasons they may not be identical:
- Colours: Colours may differ slightly from how they appear on your screen due to variations in monitor settings.
- Embroidery: Human involvement is required in the embroidery process and can lead to minor variations in the exact placement on garments and products.