FAQs

How can we help you?
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General

I am having login issues, how do I reset my password?
On the login screen under submit – click forget password and follow the prompts.
How do I set up my Company on the Outlet Program?
Please contact your sales representative to be opted into the program. Special selection and member login is to be created before access will be granted.

Orders

How do I make a change to my order?
You can make changes to your order by contacting your sales representative at team@hammeredink.ca or by calling 905-730-5779.
When can I make a change to my order?
Most orders are well on their way after the artwork proof is approved. If we’ve sent you an artwork proof and you’ve approved it, you are likely too late to change 1-2 days after that. Always contact us first and we can let you know if changes can be made.
What format should my artwork be in?
Artwork should be in a hi-resolution image and/or vector file (.eps, .ai, .svg, .pdf). The file can reach a maximum of 5MB in size. It should be in the correct colour sequence to ensure proper application. In some cases, a .png or .jpeg could work.
Is there an artwork charge if my artwork is insufficient or non-existent?
Should your art require improvements that incur a charge, you will be contacted with an estimate before any work is done. Art charges are billed at $60.00/hour, with a $20.00 minimum billing.
Can I provide you something I found on Google?
We have a responsibility to not infringe on others’ artwork – if you have permission to use the artwork, then we can reproduce. Otherwise, artwork that is stolen will not be permitted.
Can I return my custom order?
Custom orders are non-returnable. If there was an issue with the product and/or decoration method we will review it and come to a reasonable solution. Please contact your sales representative if you have an issue with your order or email team@hammeredink.ca
I haven’t received my order yet?
Not all orders are shipped out with tracking (decals), please contact ASAP if you haven’t received your order so we can provide a replacement or refund. Email team@hammeredink.ca or call 905-730-5779.

Samples

Would I be able to order a sample before placing an order?
Yes, you can order a pre-production sample at a reduced cost before placing your full order. Should you not place the order, you will be invoiced the full amount for the sample.
Is there a cost to ship the pre-production sample?
Yes, if you require the item to be shipped, you will be required to absorb the cost.
Can I arrange for pick up?
Yes, pick up can be arranged on a per appointment basis. Please call 905-730-5779 or email Kerry@hammeredink.ca to make arrangements.

Shipping

Where will my order ship from?
Your order will ship from Grimsby, ON
Can I arrange for pick up?
Yes, pick up can be arranged on a per appointment basis. Please call 905-730-5779 or email Kerry@hammeredink.ca to make arrangements.
How long will it take for my order to ship to me?
Production times can vary depending on the product decoration method. An estimated shipping date will be confirmed at time of order.
What currencies do you accept?
We accept Canadian & US funds only.
What is the standard production time for a Hammered Ink Order?
Production times vary based on imprint process selected and artwork approval. Many items are available for rush if requested. For more information on whether we can complete your order by a specific date please email inquiries to: team@hammeredink.ca.
How much is shipping?
Shipping costs will vary based on your order, you can choose to use a preferred carrier by providing an account number or choose to have us ship via prepaid charge on our best way carrier.