Frequently Asked Questions

1. Is there a minimum order quantity?

For custom patches or Adapt A Patch, the minimum order is 25. Lapel Pins have a minimum of 100. The minimum quantity for apparel and promotional items varies depending on product.

2. Can I supply my own artwork?

Absolutely! Depending on product we require submitted files to be in JPEG, PDF, PSD or AI format and at least 200 dpi (High Resolution). We will let you know which format is required for the item you are ordering. For colour and lettering requirements please see number 4 and 5.

3. Will my custom order look just like what I supplied?

It will depend on what your art looks like. When reproducing an existing embroidered patch, it will look the same. If you have computer generated art, it will be very close! Our talented designers can work from your camera ready art or logo, a drawing, a rough sketch, or written description. You'll be very pleased, we can promise that!

Here's a note from one of our very happy customers:
"I just wanted to say, "Thank you!!" for the fabulous crests you created for our first ever "Uniquely Me! Girl Power" self-esteem weekend. The crests were wonderfully done and all the girls and adults alike were happy to receive this memento of their weekend. The time and attention you took in helping us design the crests from scratch while maintaining Girl Guide requirements was greatly appreciated. Your quality and craftsmanship are always superb and the pricing is very reasonable. We will certainly use E-Patches & Crests again in the future when we need custom designed crests. Thank you for your continued support!" --Tonya M

4. How many thread colours can I have in my patch?

You are allowed up to 9 thread colours without incurring additional costs. Metallic and glow-in-the dark threads are available at an additional cost.

5. What size should my lettering be for my custom patch?

Small lettering is often illegible. For best results, lettering should be at least 1/4” in height or 18 pt. in size. Block or sans serif fonts work best.

If you must have smaller text or fine detail, we recommend either a woven label or die sublimated / printed patch as there are no size restrictions on these types of patches.

6. What type of patch backings do you offer?

There are 5 different backings you can choose from and each one has its own application. Pick from Plastic, Adhesive, Iron On, Velcro, or No Backing. You can view our Custom Patch page for more information.

7. What should I expect during the custom order process?

Creating a custom patch is a multi-step process that involves five different phases: 1) Quote, 2) Proof and Order Confirmation, 3) Stitched Sample, 4) Production, and 5) Shipment.

8. During the proofing phase will I be able to alter the design you created for me?

Absolutely! Once you are happy with the quote given, a design will be created per your instructions and specifications. We will email you a proof and you'll have the opportunity to approve or make changes until you are satisfied. There will be additional fees if your changes are substantial and require a re-design.

If you are supplying your own artwork we will let you know if it can be used as is to create your crest or if any adjustments need to be made. As soon as you approve your proof and confirm your order we will move on to the stitched sample phase. Your order will take 4-5 weeks from this point.

9. During the stitched sample phase will I be able to alter my stitched sample before production starts?

Of course! You will receive a digital stitched sample proof of your patch via e-mail for your review and approval before we proceed with production. You'll be able to make any changes you would like including colour changes, as long as your changes conform to the final approved proof.

10. How long does it take to receive my order?

All custom orders take 4-5 weeks once your final proof and order is confirmed. This duration includes the time it takes to get a stitched sample, your changes or approval, patch production, and shipment from our supplier to E-Patches & Crests. We do not manufacture our patches on site. We receive shipments from our suppliers once a week on either Wednesday or Thursday; as such, most custom orders will leave our shop Wednesday or Thursday.

Shipping times are as follows: All orders are shipped express post and generally take 1-3 business days to arrive. We are located in and ship from Alberta, Canada. International orders are either shipped via express post or tracked packet and take anywhere from 3-20 business days. Our delivery times do not include the time it takes for your order to clear customs. Unfortunately, some packages do get held up as they cross the border and we can not control how long it takes to be cleared. You can view our shipping rates and times for more information.

11. Do you offer RUSH orders?

If orders are required before the standard 4-5 weeks from final proof and order confirmation then we can RUSH an order for a 10% RUSH surcharge. All RUSH order stitched samples are approved in house and have no delivery date guarantee regardless if your order is being shipped or if you are picking-up your order from E-Patches & Crests.

12. When is payment due?

Creating a custom patch is a multi-step process that involves five different phases: 1) Quote, 2) Proof and Order Confirmation, 3) Stitched Sample, 4) Production, and 5) Shipment. Payment is required at the end of phase three, once you approve the stitched sample.

13. Will I have to pay customs fees on my international order?

Orders shipped outside of Canada may be charged customs fees (taxes, duties, processing fees, brokerage fees, etc.) when they arrive. Unfortunately, E-Patches & Crests has no control over these fees. If assessed, these charges are the responsibility of the package recipient, who will be billed for them by the local customs office or shipping carrier. Please check with your local customs office to learn more about the customs laws and fees in your country. Also, because we are a retail store, we are NOT able to mark orders as 'Gifts' for customers to avoid paying these fees.

14. What if there's something wrong with my custom order once I receive it?

In the unlikely event that there's a mistake with your custom patch order, we'll gladly replace the patches at no charge if it’s our mistake. This has rarely happened. If it’s a mistake on your part, we will work out an arrangement that is satisfactory for both of us.

15. What happens if I cancel my custom order?

If you need to cancel your order after it has been confirmed then you are subject to a $50.00 cancellation fee.

16. Can I order in-stock crests with my custom crest order?

Yes! Just place your in-stock order online and in the Notes section state that you want to combine ship your in-stock order with your custom order. Please ensure that you include your quote or order number so we know which shipment to combine. The shipping amount you paid for your in-stock items will go towards your custom order as both orders will ship in one package.

Want to get 15% off your in-stock order? Just become a member, it's completely free. New members get one free crest plus 15% off their first in-stock order. They also are able to earn E-Reward points which can be redeemed to get money off their future purchases. Learn how to become a member today.

17. Do you have questions about in-stock items?

If you have any questions about in-stock items see our General FAQ page.

How to Contact Us

Should you have any questions or concerns, we'd be happy to respond to your enquiries.