Frequently Asked questions ?

Have questions? That’s perfectly normal! Although our customer service representatives are happy (or pretend to be) to answer emails & phone calls, you might find the answer you’re looking for below. This gives our team members more time to get your orders out faster. Below is what’s asked on a regular basis, but if you do not find the information you are looking for, please feel free to email us at info@q14.ca or give our CSRs a call at 778-709-9714 They’ll love that.

How can I rush my order?

Our website does not calculate rush shipping charges. Same-day delivery is not available. Most orders will ship the next day from 1 of 5 warehouses. Please note: to ensure that your order is picked up by Purolator the same day (next day shipping)*, it will need to be placed before 10:00 a.m. PST. *not guaranteed

How soon can I receive an order?

Most orders that are in stock, and placed before 10:00 a.m. PST, will be picked up the same day via Purolator*. Larger orders may be shipped by truck.*not guaranteed Most orders are delivered within 1 to 3 days (after the day the order was placed) for customers located in major Canadian cities and surrounding areas. Rural customers can expect delivery within 3 to 7 days. If you live in a major city, but your order must ship from a further warehouse, a customer service representative will contact you by email confirming you can work with a longer time-frame.

How can I check the status of my order?

The status of your order will be updated online. Please log in to your account to confirm its status. 
The status of your order will be changed as soon as tracking numbers are obtained from the warehouse. 
Tracking numbers are usually available the day after the order is placed. Please keep in mind that orders can be processed and packed before the status is actually updated. This means even if it says “awaiting shipment”, it might still be too late to add or change the order. No, we aren’t trying to be tricky. Pinky promise.

How much is shipping?

Shipping starts at $12.95 and is calculated based on weight. Add the items and quantity you’re interested in to the shopping cart and enter a postal code. If you ask us for an estimate we will do the exact same thing to find out, so it’s just easier if you do it. Thanks, you’re awesome. Shipping costs are estimated before any payment is required. Orders with a subtotal* over $500.00 receive free shipping! *before taxes and shipping & after discounts

*Please note: split shipments are avoided due to the associated costs. If you would like your order shipped from multiple warehouses due to shortages, you will be responsible for covering any additional charges.
*Please note: if you live in a remote location (especially one that Purolator does not service), free shipping may not apply to your order. We will email you with a quote from a courier that delivers to your area.

Can you ship to a P.O. box?

Our company exclusively uses Purolator, and they do not deliver to postal boxes. Please provide a physical shipping address (even if different than billing) or we will contact you for one.

Is there better pricing for bulk orders?

If you are looking for a quantity that is greater than 500 units, we consider this to be a bulk order and can offer you a better price. Please email quote requests of orders of $500+ directly to info@q14.ca.   
36+ pricing will apply to any amount less than  $500. Remember, orders are shipped for free* when your subtotal reaches $500.00! *Remote locations may not apply..

How does the bulk pricing work?

When buying more than 11 pieces of a particular style, the bulk discounts kick in. The discount brackets are based off 1-11 pieces, 12-35 pieces, or 36 pieces and up.The bulk pricing is applied according to individual products, not the whole order. The shopping cart updates the pricing automatically for you. 

Do I have to buy all the same size or colour to receive the bulk discount?

Nope! Mix and match colours and sizes within the same style to receive the bulk pricing. Keep in mind colours and sizes 2XL+ are priced higher. Everything will adjust accordingly in your shopping cart.

Why didn’t I receive a confirmation email?

We are an online business and everything is handled through emails. If you’ve entered an invalid email address or an old one you can’t remember the password to because you thought we’d spam you, that is why you have not received anything. If you have entered a valid email address, please check your junk mailbox. You might have a strict filter setting that is dumping us in there. Please move us to your inbox and mark us as a safe sender. We’re friends now!

Can I come to your location and pick-up?

Pick-ups from our warehouses are not offered under any circumstances. Unless you bring donuts. No, actually not even then.

Do I need an account?

No, you do not require an account with us to place orders. You may check out as a guest.
Simply add items to your shopping cart and then check out..

Can I order over the phone? (AKA “Can you do it for me?”)

Phone orders take up a lot of our CSRs’ time and are more prone to errors (miscommunication happens!). 
You will be kindly asked to place your order online and review the confirmation once it arrives in your inbox.
If you absolutely cannot order online due to unforeseen circumstances, you’ll be asked to email in your order to info@q14.ca & our CSRs will enter the order when they have a free moment. Individuals who have placed an order online through the website will be considered higher priority.

Do you have a minimum order?

We  have a minimum order of $50. .

How do I return an order?

You can return items to the warehouse from which it came within 15 days of receipt. 
Items that have been washed, worn or imprinted cannot be returned.  
Shipping is not refundable. Please contact us regarding the items you wish to return, along with the order #. We will provide you with a return number to be visibly printed on the return package. 
Once the items have been inspected and approved for return, a credit will be issued to your original method of payment or store credit. Customers are responsible for the shipping cost back to us. If you have any questions, please feel free to email us at info@q14.ca 

I received damaged/incorrect goods. What can be done?

If you received damaged, incorrect, or missing items on an order, claims must be made within 10 business days from the date of purchase. Claims made after this time may or may not be accepted. The quicker you let us know of a problem, the faster we can fix it for you! Email us the details & attach any photos you feel might be helpful or relevant. If goods are proven to be damaged or incorrect, we will send out replacements as soon as possible. If goods are claimed as missing, we will do inventory counts and compare weight measurements taken by the warehouse and Purolator. If proven to be missing, we will send the items out as soon as possible.

Do you ship COD?

We do not ship orders COD. You may pay online with either Visa or MasterCard, a confirmed PayPal account, or interac e-transfer.

Do you accept orders from outside Canada?

No, we do not ship orders outside Canada or accept orders from parties outside Canada. All orders are shipped within Canada. All orders are in Canadian dollars.

Can I get free samples?

Sorry, no. But you can place and pay for a sample(s) online through the online shopping cart, as we do not have a minimum quantity requirement.

Can you check stock for me before I place my order?

Certainly! Just because our inventory is live, it does not necessarily mean we have the styles you’re looking for in the closest warehouse to you. The inventory is a cumulative number that takes the stock levels from all five of our warehouses and adds them together. If you need something quickly, we always recommend calling or emailing ahead of time to verify the stock is available nearby. Split shipments and/or shipments that need to come from the other side of the country will likely incur additional shipping charges.


Prices listed in Canadian dollars. We strives to maintain prices at the lowest level. Occasionally, prices change without notice due to circumstances beyond our control can occur.