FAQ - Frequently Asked Questions

We have step by step instructions with helpful tips on ironing material types and even how to wash fabric with iron-on patches attached.

View our Iron On Instructions

Yes. Our loyalty program is called E-Rewards and it’s a point-based system that lets you earn E-Reward points for each purchase you make at E-Patches & Crests. By saving up your points you can redeem them to get money off your future purchases. Becoming an E-Rewards member is absolutely free.

Learn more about E-Rewards

Join our E-Rewards program to become an E-Rewards Member and you can opt in to receive communications from us. We send a newsletters that contain, announcements for new products, and information on sales. Plus, when you sign up you’ll start collecting E-Reward points on every purchase!

Join E-Rewards

Yes, for orders with a subtotal before discounts over $1000 in all regions. We offer free expedited shipping or tracked packet.

Yes, at the bottom of every email we send, there is a "Change Subscriber Options". Follow the link and you can change any of your options in our Newsletter. To change your email address select "edit contact information".

When we create patches, the overall size is measured from outside edge to outside edge and from the very top to the very bottom of the patch. These are the measurements that we use to post on our site and for our supplier to create the patch. This may mean that some areas, depending on their orientation, will not have fabric or thread in them.

Yes! Some of E-Patches & Crests staff have a background in Guiding or worked as Guide leaders, donating our time to guide young girls on the road to discovery.

Now we give back to the community in the way EPC knows best: through patches! Most recently we have donated a portion of the proceeds to our local food bank through the sale of Let's Stop the Spread 2020.

Learn more about E-Patches & Crests community involvement on our blog.

We do not have a minimum of products you must order. We accept orders of only 1 crest, although we encourage you to browse our site and find more that you like.

Our shipping times depend on where you are located and the type of shipping you requested. We are located in and ship from Alberta, Canada.

View our Shipping Rates and Times

Yes, of course! Please call 1-877-335-8904 to arrange for a pickup and to ensure that we'll be at the office when you arrive. 

Mailbox Pickup
If you are unable to pick up your order when we are at the office or prefer not to enter the premises, please contact us and arrange to have your order placed in our outside private area unlocked 'mailbox' at the front door. No personal information other than your first name and last initial will be displayed on your package. Please ensure that if someone other than yourself is picking up, that they collect the package that has the correct name as there can be more than one order in the 'mailbox' at one time.

We accept secure online payment by VISA, VISA Debit, MasterCard, Discover Card, and American Express. We also accept PayPal, E-Transfer, cash or money order. If you have an account, we also accept unit or business cheques.

Please do not mail cash. Cash payments are only accepted for in-person pick-up orders.

View How to Order page

We process payments in Canadian and US currency. You can select either currency when you visit our site. Once you have selected a currency, you can change it by clicking on the country flag at the top of any page.

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. As we are a retail store, we are NOT able to mark orders as 'Gifts' for customers to avoid paying these fees.

You can exchange most of our in-stock patches or a full set for others at any time. Only full sets can be returned not individual pieces. Return the merchandise in re-saleable and new condition. Please enclose a copy of the original receipt(s) with the return. If you don't have the receipt, you can also login to your account and print past orders from there.

IF PAPERWORK IS NOT INCLUDED, WE WILL NOT REFUND FOR THOSE CRESTS.

You may choose a refund or merchandise exchange in the same amount as the return (excluding shipping). You will have to pay the postage on any items you are returning to us. For returns, we will calculate the amount we owe you minus a 10% restocking fee. You can either keep the credit to be used at a later date or we will refund you in whatever method you originally purchased them.

Refunds and exchanges are not accepted for discontinued items. Please perform a search on our website to see if the item is still listed before returning any crests.

Refunds or exchanges can take up to a week to process.

Returns or refunds less than $5.00 are not accepted. Retired, dated or custom patches are not returnable. Refunds and exchanges are only accepted for one year from the original sale date.

If you have any questions, we'd be happy to answer them for you.

Our prices are calculated per item. All discounts are applied at the item level and item prices are rounded up to the nearest cent after 50 cents. For example, a $1.65 crest with a 15% discount equals $1.4025, which is rounded to $1.40.

If your order is needed for a specific date, we recommend choosing a shipping option with tracking and insurance. If your order has a critical in-hand date, we highly recommend using a courier i.e. Purolator, FedEx, UPS or DHL. If an order has been shipped via standard mail delivery, without tracking or insurance, those items will not be replaced.

Please note that regular uninsured mail has seen major delays throughout the pandemic and can take up to 3 weeks domestically and 2 months for international shipments.

You can make a purchase directly on our website or by phone, email, or fax. Further instructions are provided on our How to Order page.

Visit our How to Order page

Watch a video to learn how to attach the charms to the patch or read our step by step instructions below.

How to attach the charms to the patch:

Each charm comes with a jump ring already attached to the charm. To get the charm on the patch you will need to open the ring with two chain nose pliers.

Position the pliers so you have one on either side of the small cut that separates the ring and twist, pulling one hand towards you and one hand away.

Slide the ring through the patch loop and twist again in the opposite direction, to close the opening.

EPC Tip! Make sure you use the twist-action; if you pull the metal apart you will not be able to get the ring back into a circular shape.

Once all the charms are attached, you will have completed your patch set collection!

We are not liable for any late deliveries by Canada Post.

No refunds will be issued for postage during the holiday peak season.

E-Rewards is our loyalty program. It is a point-based system that lets you earn E-Reward points for each purchase you make at E-Patches & Crests. By saving up your points you can redeem them to get money off your future purchases. Becoming an E-Rewards member is absolutely free.

Learn More .

Visit our Join E-Rewards page where you will need to create an account, fill out your billing & shipping information, choose your free patch and you’re good to go. Please don’t forget to respond to the confirmation sent to your email.

Join E-Rewards

Once you join, you will be able to earn points on every in-stock purchase you make on E-Patches & Crests. By saving up your points you can redeem them to get money off your future purchases. Your points are calculated based on your subtotal before taxes and shipping.

Yes. E-Reward points are just one of the many benefits of being an E-Rewards Member. New members receive one free crest plus 15% off their first in-stock order. By saving your E-Reward points, you can redeem them to get money off your future purchases. Learn how to become a member today.

No, it's 100% free! By becoming an E-Rewards Member you automatically are enrolled in our E-Reward points loyalty program.

Anyone can as long as you wish to shop at E-Patches & Crests. We're proud to say that our customers are located all around the world, so whether you are from Canada, the U.S., the U.K., Australia, New Zealand or anywhere else you can become an E-Rewards Member.

Yes, as long as you create the account with your personal name you can put any company or organization you're affiliated with into the company name field.

To earn points all you have to do is complete an in-stock purchase with us and watch your point total grow every time you shop. We like to keep things simple so for every dollar, you spend you earn one point.

No, they do not. There's nothing more annoying than saving up your points only to have a company tell you that they have expired. We will never do that!

Once you earn enough points for a redemption, the option to redeem your points will appear in the checkout. Simply select the redemption amount and apply it to your order.

Go to the Members tab located in the blue bar at the top of our site and log in. You are now on the Member’s Home page. Your points total will be listed in a grey box titled “Points” where you can see how many points you have earned and how many you have redeemed.

You can redeem your points for any in-stock purchase as long as the points don't exceed the balance. Purchases redeemed by points are non-refundable. Our custom patch orders are exempt from any point redemption.

If you are missing points from your transaction, please contact us and one of our Fun Patch Team members will sort it out right away.

Toll-Free: 1-877-335-8904
Local: (403) 864-4825
Fax: (403) 864-4830
Email: wecare@e-patchesandcrests.com

If you forget to sign in to your member's account, you can still earn your points as long as it's within 1 week of the transaction date and you are able to produce the receipt. Call our office and we will link your order to your member account so you can receive your points. Please remember, it is always best to log into your member account before placing a purchase.

No. The reward points are not transferable from one member's account to another.

Your reward points total will update immediately after your payment has been confirmed. You can see your points balance in your member's account. See question #11 for more details on how to see your E-Reward points balance.

Your points are earned after you complete your payment, so you will not be able to use those points until future purchases.

Yes. Your point total balance will be reduced by the number of points earned for the purchase of the item(s) you are returning.

Yes! Your member account can be reactivated and the points total you had at the time of cancellation will come back as well.

No. Our custom orders are not applicable for point redemption.

The minimum amount of points you can redeem on one purchase is 500 and there is no maximum limit as long as the points don't exceed the order total.

The points belong to the person who originally registered the account. If you give someone else access to your account, you remain responsible for that person's access and/or use of your account.

For Custom Patches or Adapt A Patch, the minimum order is 25. Charms & Lapel Pins have a minimum quantity of 100. The minimum quantity for Custom Swag varies depending on the product.

Absolutely! Depending on the 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 numbers 4 and 5.

If your supplied artwork requires changes and/or tweaks, we wil guide you through the process.

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

Up to 9 thread colours are included in the cost of the crest. Extra thread colours, or the use of speciality threads like Metallic or Glow-in-the-Dark are available at an additional cost.

On embroidered crests, small lettering can often be 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 your design has smaller text or fine detail, we recommend either a woven label or heat transfer patch as there are no size restrictions on these types of patches.

There are 5 different backings you can choose from and each one has its own application. Pick from No Backing, Plastic, Iron On, Adhesive (Peel and Stick), or Velcro (Hooks, Loops, or both).

View our Custom Patch Information Page

Creating a custom product is a multi-step process that involves six different phases: 1) Quote, 2) Proof, 3) Order, Confirmation & Deposit, 4) Sample, 5) Production, 6) Payment & Shipment.

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 sample phase. Your order will take 4-5 weeks from this point.

Of course! You will receive a digital sample proof of your product 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.

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.

Our policy has always been to never share anyone's information or designs without their permission. Shared designs may be showcased on our website, distributed in our newsletters, and broadcast through other media and marketing channels such as Facebook, Pinterest, and Google but are not recreated or sold without additional permissions.

All custom orders take 4-5 weeks once your final proof and order are confirmed. This duration includes the time it takes to get a sample, your changes or approval, item production, and shipment from our supplier to E-Patches & Crests. We do not manufacture our product in house. We receive shipments from our suppliers once a week. Shipping times vary and will be confirmed during the Sample & Order Approval Phase.

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. There may also be additional duties and taxes owing on your order.

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.

If orders are required before the standard 4-5 weeks from final proof and order confirmation then we can RUSH your order for an additional 10% RUSH surcharge. All samples for RUSH orders 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.

Creating a custom product is a multi-step process that involves six different phases: 1) Quote, 2) Proof, 3) Order Confirmation & Deposit, 4) Sample, 5) Production, 6) Payment & Shipment.

A non-refundable deposit is required when your order is confirmed and before we can start the sample. The remaining balance is required once you approve the sample to just before we ship your order.

If you need to cancel your order after it has been confirmed , your non-refundable deposit will act as your cancellation fee.

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 an E-Rewards Member, it's completely free. New members get one free crest plus you will receive 15% off your first in-stock order. Also, as a new member, you will earn E-Reward points which can be redeemed to get money off your future purchases.

Learn how to become a member today

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