FAQ

Shipping
Can I change the shipping address once my order has shipped?

No. Unless there is an error on our part, we will not take any steps to change the shipping address once the order has shipped. In the case of an error on our part, it is possible that the requested change cannot be made by our carrier. We will still take the necessary steps to redirect the shipment as soon as possible after delivery to the wrong address. We recommend that you take care to verify the intended delivery address when you receive our electronic order confirmation.

Can you have the order shipped directly to my customer?

Yes, and in keeping with our distribution business model, everything will be shipped without our logo or address.

How will my order be shipped?

Unless otherwise specified on your order form, we ship "Postage Paid" with our designated carriers. Whenever possible, we choose a 1-day service in Canada and 2-day service in the United States. When the order requires shipping on a pallet, the delay may be longer.

My order has not been delivered yet, what should I do?

You can normally track our shipments on the internet using the information provided on the electronically sent delivery note. In general, the expected delivery date is indicated by the carrier. If, while tracking, you notice that there appears to be a problem with the progress or delivery of the shipment, you can contact the carrier directly for further details, or in the case of a "postage paid" shipment you can notify us and ask us to make arrangements with the carrier. If you are concerned that your shipment has been lost or delivered to the wrong location, please let us know. We will make the necessary arrangements with the carrier to investigate the situation and locate the shipment. We reserve the right to wait for the investigation to be completed, which may take a few days, before we resume production of your order.

What if my order arrives damaged?

It is important to notify us as soon as possible, and to leave the merchandise in the condition as received (including packaging). This way, it will be easier for us to make the claim and also to take the necessary steps to correct the situation to your satisfaction. In the case where the shipment was made on your account or that of a third party, it is the account holder who must make the claim. We are not responsible for damages when the shipment is not "Postage Paid".

Artwork
Do you have templates to help my client with the artwork?

Yes, you will find on our website, in the file that each product has, the template that allows you to make the artwork.

My client doesn't have any artwork ready for printing, are you able to offer this service?

Unfortunately not. For reasons of efficiency and to meet our clients' deadlines, we do not offer design work.

My client's artwork is too large to be sent by email, what can I do?

If your client's artwork is too large, we recommend that you use Dropbox or WeTransfer to send the files to us.

What email address should I send my client's artwork to?

You can send your client's artwork directly to the Sales Consultant responsible for your account or to the email address artech@artechpro.com.

What file formats are acceptable for artwork?

Your artwork must be created with Adobe Illustrator CC - Adobe Photoshop CC - Adobe InDesign CC - Corel Draw X4 and provided in eps, .ai, .pdf (press quality), .psd and .cdr formats.

Orders
I just shipped my order to you, how long will it take to process?

We acknowledge receipt of your order within 48 hours of your order being shipped.

What is your average delivery time?

Depending on the availability of the material and the quantity requested, our average delivery time is around 10 business days. Some products are available faster (see our specials to know them). It is also possible to obtain a "rush" service under certain conditions. Do not hesitate to communicate with your consultant for additional information or fill out our contact form and we will communicate with you as soon as possible.

Products
Do you offer other products than those shown on your website?

Yes, as a manufacturer, we have the possibility to make custom items and to accompany you in special projects, within the limits of our equipment and materials. Do not hesitate to communicate with your consultant or to fill out our contact form to learn more.

Do you offer your products only through distributors?

Yes, ArtechPro is privileged to have over 4000 distributors across Canada and the United States. You can consult our ''find a distributor'' section to see the extent of it.

I am not a distributor but I would like to purchase your products, is it possible?

Yes, go to the "find a distributor" section to locate one of our trusted distributors near you by mentioning the product(s) you are interested in from our site.

Is it possible to get a smaller or larger quantity than those shown on your website?

Yes, we invite you to communicate with your consultant or to fill out the contact form so that we can send you a quote for the desired quantity.

Is it possible to get samples of your products?

Yes, and in most cases, at no charge! Do not hesitate to communicate with your consultant or to fill out the contact form so that we can take care of your request.

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