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Frequently Asked Questions

Read more about urSTORE below. Still have questions or inquires?
E. sales@urstore.ca T. 1-866-306-9353

Ordering

1. How do I place an order online?

Please see How to Place an Order for detailed instructions on customizing and ordering products.

2. What does it mean that each product is custom-made?

Each item is individually produced based on your selections at the time of order. Please see How to Place an Order for detailed instructions on customizing and ordering your product.

3. What is the minimum order size?

There is no minimum order size. Bulk discounts start at 6 pieces for printed products and 12 pieces for embroidered products.

4. How long will it take to produce my order?

Your order is custom-produced at our facility in Vancouver, BC. Please allow 5 business days for production time (shipping adds extra time). Bulk orders will be completed in 7-10 business days.

On rare occasion we may experience delays in our production process due to, but not limited to, unforeseen increases in demand, holidays, third party vendor logistics, work stoppage, power failures, inclement weather, or other variables that could adversely affect the daily operations of URstore.

5. Will you charge sales tax on my order?

Sales taxes are included in all prices.

6. Is it safe to use a credit card online?

Yes. We use the latest secure server software (SSL) that encrypts all payment information. If you have questions or concerns about shopping at URstore or about the use of your personal information, please read our Privacy Policy.

7. Will I get an order confirmation?

After your order is processed, you will receive an order confirmation email that will provide your order number, price, item description(s), size(s), and quantity. If you do not receive the email in your inbox, please check your spam folder.

8. How can I check the status of my order?

If your order has not arrived three weeks of you placing your order online please email admin@URstore.ca

9. How do I track my package?

When your order ships, we will email you the tracking number. Once you have the tracking number, you can follow the links below to track your package. Purolator Package Tracking: http://www.purolator.com/en/ship-track/tracking-summary.page
Phone: 1 888 SHIP-123Canada Post Package Tracking: http://www.canadapost.ca/cpotools/apps/track/personal/findByTrackNumber?execution=e1s1

10. How do I select a size that will fit me?

Please see our Size Chart section for more information.

11. Why is the size I want available in some colours but not in others?

If the size you want does not show up for a particular colour, that item is out of stock. You can email admin@URstore.ca for information on selecting another similar item.

12. What if a product is sold out?

We display only available products in our stores. Nevertheless, some products may become unavailable shortly after your order has been placed. When this happens, you will be notified via email and given the option to remove the item or choose a new colour or size. Therefore, it is important that you include a valid email address when ordering.

13. What can I use as a form of payment?

URstore accepts American Express, MasterCard, and Visa.

14. When will you charge my credit card?

Since all of our products are custom-made, we will charge your credit card at the time the order is placed.

15. How do I change or cancel my order?

Changes to orders must be made by 11:59 pm PT the same day an order is placed. Orders placed on a weekend or holiday can be changed or cancelled up until 9:00 am PST the following business day by calling Customer Service at 604-568-8575 . Business days are Monday through Friday, excluding holidays.

Cancellations must be made by 11:59 pm PST the same day an order is placed. To cancel an order, call Customer Service at 604-568-8575. Changes or cancellations on bulk orders are only accepted before 11:59 pm PST on the same day the order is placed.

16. How do I place a Bulk Order?

See our Bulk Orders page.

17. Can I upload my team logo or special design?

No. However, once you send your logo in to URstore we will upload it for you.

Website Questions

1. What if I'm having problems using your website?

See How to Place an Order. If you require additional assistance, please contact us at 604-568-8575 or email us through us at admin@URstore.ca. Please include a detailed description of the issue.

2. Where do I enter my promo code?

In your shopping cart under your product information, enter your promo code and click the “Apply” button. The promotion code you enter will be displayed next to the “Coupon code” headline and the savings will be listed to the right, next to the heading “savings”.

3. What if my promotion code isn’t working?

Please double-check that you have entered the correct letters and numbers without spaces. If every thing matches and your code still isn’t working, please contact us at 604-568-8575 or email us at admin@URstore.ca.

4. I don’t see my organization listed. How do I do I create an online store for it?

If your organization is missing from our directory you can create a store for it by clicking the “Create URstore” link located in the top navigation bar of the website.

5. I have ordered products with my organization’s name from you in the past, but now I cannot find
      its store. What happened?

It’s possible that your organization closed its online store. Contact customer service at admin@URstore.ca to inquire on your specific organization.

6. There is a design I like, but it includes text/graphics I don’t want. Can I change it?

We cannot modify or remove graphics, or add or delete full lines of text. In certain cases we may be able to modify the text that is already there. Please contact customer service for assistance at admin@URstore.ca.

7. I have entered a number and/or year, but it isn’t showing up in the design. What’s wrong?
   

Not all designs use the number or year field. You need to select a design that includes the number and/or year in addition to entering the number and year in the correct fields. We cannot add number or year to a design template that doesn’t include already contain this field.

If you have selected a design that includes a number and/or year and you still do not see it in the image, try restarting your browser. If this does not work, please contact customer service.

8. Why isn’t the size I want listed?

If the size you want does not show up for a particular colour, that item is out of stock. Please select a similar product/colour or check back later for availability.

9. Who produces and fulfills product orders placed on this web site?

All products on the web site are exclusively produced and fulfilled by URstore.

Our Products

1. What products do you carry?

Our merchants are continually working to bring you the latest product and styles featuring top level quality and performance.

2. Can I recommend a product?

You can send us product suggestions by contacting us at admin@URstore.ca

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