Frequently Asked Questions
Everything you need to know before placing an order with Express Impressions. If you don't see your question answered below, email info@expressimpressions.net and we'll get back to you within one business day.
Ordering & personalisation
How do I personalise a gift?
Most personalisable products have a customiser on the product page where you add your text, choose a font, and preview the result before adding to cart. For complex artwork, monograms, or custom logos, email us with the details and we'll prepare a digital proof for your approval before production starts.
Can I see a proof before you produce it?
For standard text personalisation, the on-page preview is the proof. For uploaded artwork, logos, or anything custom we send a digital proof by email and wait for your approval before engraving or stitching anything.
What's the maximum text length or character count?
It varies by product. The customiser will warn you if the text won't fit comfortably in the engraving or embroidery area. As a rule of thumb, shorter is more readable — most customers go with a name, a date, a short phrase, or a monogram.
Do you offer custom designs or logo engraving?
Yes. Send us your logo file (PDF, SVG, AI, or a high-resolution PNG) and a description of the placement and we'll quote the setup. Vector files give the cleanest result.
Processing & shipping
How long does production take?
Personalised orders typically ship within 3–5 business days from our Brampton studio. Non-personalised stock items ship within 1–2 business days. Larger corporate or bulk runs are quoted with a target delivery date at the time of order.
Where do you ship?
We ship Canada-wide and to 28 countries internationally — including the United States, the United Kingdom, the European Union, Australia, New Zealand, Japan, South Korea, Singapore, Hong Kong, Malaysia, Israel, and the United Arab Emirates.
How long does shipping take?
- Within Canada: 2–7 business days after dispatch
- To the United States: 4–10 business days after dispatch
- International: 7–21 business days, depending on destination and customs clearance
You'll receive tracking by email as soon as the label is generated.
Do you offer rush production?
Sometimes — it depends on the product and the queue. Email us with your event date and the product you're considering and we'll let you know what's possible.
Can I pick up my order locally?
Yes. Local pickup from our Brampton studio is available by appointment for customers in the Greater Toronto Area. Reply to your order confirmation to arrange a pickup time.
Returns & refunds
Can I return a personalised order?
For customised orders there is no automatic return process, since the item has been made specifically for you. If something is wrong with the product, please reach out — we will always try to make it right, case by case.
What about non-personalised items?
We offer 30-day refunds on non-personalised items. To be eligible, the item must be in the same condition you received it: unworn or unused, with tags, and in original packaging. You'll need the receipt or proof of purchase. Email info@expressimpressions.net to start a return.
What if my item arrives damaged?
Inspect your order on arrival and contact us immediately if anything is defective, damaged, or wrong. Send photos if you can. We'll evaluate the issue and make it right.
How long do refunds take?
Once we've received and inspected your return, approved refunds go back to your original payment method within 10 business days. Bank or card processing can add a few extra days on top of that.
Bulk & corporate orders
Do you do corporate gifting and bulk orders?
Yes — bulk and corporate work is a significant part of what we do. We handle everything from small team gifts to large company-wide rollouts: branded apparel, engraved drinkware, recognition awards, conference giveaways, client thank-yous, and more.
How do I get a bulk quote?
Use the bulk inquiry form or email info@expressimpressions.net with the product, quantity, personalisation requirements, and target delivery date. We'll come back with a quote and timeline.
Do you offer volume discounts?
Yes, pricing scales with quantity. The exact break points depend on the product and decoration method.
Care & durability
Will the engraving or embroidery wear off?
Laser engraving is a permanent mark in the surface of the material — it doesn't wear off, fade, or peel. Embroidery is stitched directly into the fabric and lasts the lifetime of the garment with normal care.
How should I care for personalised drinkware?
For engraved drinkware (tumblers, mugs, water bottles), we recommend hand-washing to preserve the finish, especially on powder-coated or painted exteriors. The engraving itself is dishwasher-safe; the finish around it may not be.
How should I care for embroidered apparel?
Wash inside-out in cold water, tumble dry low, and avoid ironing directly over the embroidery. This keeps both the stitching and the garment fabric in great shape.
Still have questions?
Email info@expressimpressions.net or call +1 (647) 822-4765. Studio hours are Monday–Friday 9 AM – 6 PM ET, Saturday 10 AM – 4 PM ET.