The plain-English agreement that governs every order. We've written it to be fair on both sides: clear about what we do, what we need from you, and exactly what happens if something isn't right. If anything here is unclear, just ask us before you order.
Last updated: October 5, 2026 · Questions? info@stitchlabcustoms.com
We sell to businesses and to individuals. If you're buying for personal, family or household use, you're a consumer, and you have rights under Ontario's Consumer Protection Act, 2002 (and, outside Ontario, under the consumer law where you live) that no contract can take away. Nothing in these Terms limits those rights, and where anything here conflicts with them, your rights win. Clause 19 sums up the main ones. A few clauses apply only to business customers, and they say so.
Quotes are valid for 30 days unless we say otherwise. Pricing is based on the specs, quantities, garments, and decoration methods in the quote. Changing any of these may change the price or the timeline. We'll always tell you before anything moves.
Every order is paid in full up front, before we begin work. There are no deposits and no balance due on delivery. Payment books your production slot and covers the costs and resources we commit on your behalf: materials, your production slot, and artwork and pattern work. Any amount owing to us under these Terms and not paid when due carries interest at 1.5% per month (18% per annum) from the due date until paid.
Every order with your logo or artwork starts with a digital proof for your written approval (StitchLab Classics, our blank items, have no proof step). Physical samples are available, either included at qualifying order quantities or for a flat sample fee. The approved proof or sample is the production standard. Once you approve it, that's how your order is made. We aren't responsible for errors, misspellings, color choices, layout, sizing, or other issues that were in artwork or a proof you approved, so please check spelling, colors, and placement carefully. Nothing goes into full production until you've signed off.
Production times are estimates, not guarantees. The clock starts only once we have (a) your payment, (b) everything we need from you, and (c) your written approval of the proof or sample. Changes or late approvals will move your ship date. We're not liable for delays caused by you, by carriers or customs, or by events beyond our reasonable control.
Shop orders and consumers: you get exactly the quantity you paid for, and we never charge you for extra pieces. If we come up short, we refund the missing pieces at the price you paid, or make them up if you prefer. Custom quote orders for business customers: custom production involves a little natural fallout, so we may ship and invoice up to 3–5% over or under the ordered quantity, charged or credited at the per-unit price, unless your quote says otherwise. If you need a guaranteed minimum, tell us and we'll produce extra to hit it. We aren't responsible for lost profit on small under-runs within this tolerance.
Each piece is custom made, so slight variation in color, dye lot, fabric texture, weight, measurement, and print placement is normal. It's part of how custom goods are made, not a defect. Screens display color differently, so for accuracy we work to Pantone references. Standard tolerances: garment measurements ±0.5 inch (tighter on fitted styles, looser on knits) and fabric weight ±5%.
Items with your logo or artwork are custom made for you, so we can't accept returns or exchanges for a change of mind, or for a size or color you selected and approved (for StitchLab Classics, see clauses 18 and 19). But if your order arrives flawed, damaged, materially different from your approved proof, or wrong because of our error, we'll make it right. We'll remake or replace the affected pieces. Just tell us within 14 days of delivery with photos and your order number. Our remedy is remake or replacement; where that isn't possible, a refund of the affected items (see clause 12). If you're a consumer, this promise is on top of the legal guarantees you already have (for example, that goods are of acceptable quality and match their description), not instead of them.
You can change or cancel before production begins, subject to costs already incurred. Once we've committed materials or started production, cancellation charges apply, tied to the stage we've reached:
These charges reflect a genuine estimate of our committed costs. They're not a penalty.
You keep ownership of your own brand, logos, and artwork. You let us use them to produce your order and, unless you ask us not to, to show your finished work in our portfolio. Any patterns, tech packs, digitized files, and production specs we create stay our property until your order is paid in full; on full payment, ownership of your order's deliverables transfers to you. We keep our own background methods, know-how, and processes.
You confirm you own, or have written permission to use, all artwork, logos, designs, and names you give us, and that our use of them won't infringe anyone's rights. You agree to defend, indemnify, and hold us harmless from any claim, loss, or cost (including reasonable legal fees) arising from the materials you supply or any claim that they infringe someone else's rights. We may decline or stop any job we reasonably believe infringes another's rights (for example, counterfeit branding).
To the maximum extent permitted by law, our total liability for any order is limited to the amount you paid for that order. We aren't liable for indirect, incidental, consequential, special, or punitive damages, including lost profits, lost revenue, or losses from a missed event, deadline, or resale opportunity. Nothing here limits liability for fraud, gross negligence, or anything that can't be limited by law. If you're a consumer, this clause doesn't limit any right or remedy you have under consumer protection law.
Each of us keeps the other's information confidential and uses it only for the order. How we produce your goods is the heart of what you're hiring us for: our production process, methods, sourcing, and pricing, along with everyone we rely on to bring your order to life. All of it is proprietary and confidential to us. So we can keep delivering it for you, business customers agree not to use it to reproduce our process, to approach or work directly with anyone involved in making your order, or to route the same production without us. This stays in place for five years after we finish working together.
We're not responsible for delay or failure caused by events beyond our reasonable control, including natural disasters, severe weather, war or unrest, epidemics, government action, labor disruption, raw-material or blank-garment shortages, supplier failure, and shipping, port, or customs delays. Affected obligations pause for the duration. If such an event lasts beyond 60 days, either of us may cancel the unfilled part of the order.
We ship worldwide. Where we quote a landed price with duties and customs included, that's what you pay, with no surprise fees at the border. Risk of loss passes to you on delivery, and title to the goods passes once they're paid for in full.
These Terms are governed by the laws of Ontario and the federal laws of Canada that apply there, and disputes will be handled by the courts of Ontario. We both agree to try in good faith to resolve any dispute directly first. Most disputes within Ontario's Small Claims Court limit (currently $50,000) can be handled there. If you're a consumer, you can also use any complaint, court or dispute process the law where you live gives you, and you keep the protections of that law that can't be excluded by contract.
If any part of these Terms can't be enforced, the rest still applies. If we don't enforce a term once, we haven't waived it. These Terms are the whole agreement for your order and replace any earlier understanding. We may update them; the version in effect when you place your order governs that order.
Orders placed and paid through our online shop follow these Terms, with these differences. Payment: you pay the full order total at checkout, in Canadian dollars. Clause 3 applies, paid by card at checkout. Price: the price shown at checkout is the full price for the items, decoration, shipping and duties to the delivery address you give. Proof (logo items): for items with your logo, we email you a digital proof within 2 business days of payment. StitchLab Classics (blank items, no logo) have no proof step and are delivered 4 to 6 weeks from payment. Production starts only after you approve it in writing. Full refund before production: if you reject the proof, or cancel before you approve it, we refund your full payment to your original payment method. Once you approve the proof, your order is custom made and can't be cancelled or returned, except under clause 8 (our remake promise). Delivery: logo items are delivered within 6 weeks of your proof approval, and StitchLab Classics within 6 weeks of payment. That latest date is your delivery date. Cancelling StitchLab Classics: you can cancel for a full refund until we email you that your order is in production (usually within 2 business days of payment). Your copy: we email you a copy of your order (items, prices, delivery charge, total, delivery date and a link to these Terms) within 15 days of payment, usually the same day. Delivery area: shop orders ship to the countries offered at checkout. Item prices include delivery and duties to the country you ship to, and are shown for that country once you choose it. Outside Canada, very small orders may add a small delivery top-up, and some countries have a minimum order; both are shown in your cart before you pay. For anywhere else, request a custom quote.
These rights apply on top of everything above, and they win if anything conflicts. Late delivery: if your order isn't delivered within 30 days after your delivery date (clause 18), you can cancel at any time before it arrives and get a full refund. Refunds: when you cancel under these Terms or the law, we refund you within 15 days, to your original payment method. If we don't, you can ask your credit card issuer to reverse the charge. European Union and United Kingdom: if you live there, you can cancel an order of StitchLab Classics within 14 days after you receive it, without giving a reason. Email us within that time, then send the items back within 14 days. We refund the price and the original delivery charge within 14 days of getting them back (or proof you sent them); you pay the return postage, and we may deduct for any loss in value from more handling than needed to check them. Items with your logo are made to your specifications, so this cancellation right doesn't apply to them. Everywhere else: you keep any consumer rights the law where you live gives you, including guarantees that can't be excluded. To use any of these rights, email info@stitchlabcustoms.com with your order reference.
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