Contact
FAQ
Order Issues
Do you require minimum quantities?
Fabrik does not require minimum quantities. As long as you are a customer, you can start ordering from us with one piece in your shopping cart.
How can I become a customer?
Fabrik Apparel sells to Canadian individuals and B2B companies. As long as your shipping address is located in Canada - we would love to service you!. It is not necessary to open an account to place orders with Fabrik. However, by opening an account you will have access to your order history, option to record your addresse(s) and many more options. You can open an account online directly within minutes without having to speak to a representative.
Where is my order?
Once you place an order, you will instantly receive an order id. With that order id you can track the status of your order at any time online by clicking on order status. Once the order is shipped out you will receive an email with the tracking number.
What happens if my order is stolen after delivered to residential address?
Residential property theft is becoming a huge issue in Canada. Fabrik Apparel is NOT RESPONSIBLE if your delivered package is stolen from your property. Fabrik uses a third person freight carrier service (Purolator & UPS). Once the package leaves Fabrik's warehouse - the freight carrier becomes responsible for the package. We cannot accept responsibility for a service that we have no control over. If your package is being delivered to a residential address - please ensure someone is there to receive the delivery. If you are not at the residential address and your package is stolen - Fabrik Apparel IS NOT responsible for the loss and WILL NOT replace nor refund your order.
Can I add or change items?
All orders are processed automatically to ensure fast delivery to our customers. Therefore, it is extremely difficult to change an existing order. Please try to contact customer service as soon as an order is placed if you made a mistake and we will do our best to assist you in that matter, although we cannot guarantee the order can be changed. Once the order is sent you cannot add or change the items.
Can I cancel the order?
You cannot cancel an order after it has been confirmed and paid for. You will have to contact customer service as soon as possible and we will do our best to assist you, although it is not guaranteed. Our system is highly systemized to give you the quickest service possible.
What does "Pending Mean"?
The order was received successfully and is being picked.
What does "Partially Shipped" mean
Stock to complete your full order is coming from more then one warehouse. Half the order is shipped while we wait for the other warehouse to fill and ship the balance product.
What does "cancelled" mean?
The order was cancelled due to various reasons including back orders, fraud, etc. Please contact our customer support for more information.
What do I do with my damaged items?
Please contact customer service at 1-877-3FABRIK or email [email protected] and put DEFECTIVE and your order number in the subject line and make sure you include clear pictures of the damaged goods. An agent will get back to you within 24 hours.
Why did I not receive a confirmation email for my order
Either the email generated from our automatic system has gone to your spam / junk folder or there is an issue with your order. Please call our customer service department
How do I set up an account?
Please visit our website www.fabrik.ca and click on join now
How can I order by phone, email?
You may place your order Monday to Friday from 8 am to 5 pm by contacting our Customer Service Departement by: - Phone: 1-877-3FABRIK Email: [email protected]
Can I check the status of my order?
Sure you can, login to your account on our website and key in your order id #. If you do not have an account, simply click on order status and follow the options.
Do you accept purchase orders?
Purchase orders are accepted from schools, government and large corporations only. Orders must be shipped directly to the school or government office. To place a purchase order, please contact us at [email protected] and speak with a sales representative.
Do you accept orders outside of Canada?
We do not ship orders outside the Canada or accept orders from parties outside the Canada.
Is there an upcharge on 2XL - 6XL sizes?
Yes. Our manufacturers upcharge on these sizes.
Shipping & Delivery
When will I receive my order?
In stock orders placed before 2PM EST will be shipped the same day via Purolator unless otherwise specified. Larger orders may be shipped by truck. Most orders are delivered 2 to 6 business days after being placed depending on your location and our warehouse from which the order is shipped. Remote areas might be subject to further delays.
Where is your warehouse located?
We ship from multiple warehouses - each one unique with its stock levels and brands warehoused. We will try to ship your order from the closest warehouse based on your location and stock availability. Split shipments might occur, for which you will be notified by customer service.
Where are you located?
Our head office is located in Newmarket, Ontario. We use 8 shipping warehouses in 4 cities across Canada to ship your product.
Can I pick-up my order?
We do not offer pick up options from our warehouses.
What are your shipping methods?
Fabrik ships by Purolator and UPS.99.9% of our packages are delivered within 1-5 days. We will not ship to a P.O Box. You must provide a recognized shipping address.
How long does delivery take?
As long as you are in a location that receives purolator or UPS delivery and are not deemed a "Remote Address" - 90% of our shipments are delivered within 1-2 days. All orders with the regular shipping zones should be delivered within 1-5 business days. Visit either Purolator or UPS's websites, enter your postal code and review the limitations based upon your address location. Fabrik has no control over shipping.
How much does shipping cost?
Shipping is a mathematical equation based on the Length x Width x Height and weight of the package. Fabrik does not add profit into their shipping fee. Shipping is free on orders over $399 before taxes.
Shipping cost is calculated within your cart. As you are checking out - make sure you SCROLL DOWN to the bottom of your order summary and review the estimated cost of freight / shipping BEFORE you accept and process your order.
Can I track my order?
Yes. Enter the tracking number you received from the confirmation order and enter it into the carriers tracking website page.
What happens if my order is stolen?
Residential property theft is becoming a huge issue in Canada. Fabrik Apparel is NOT RESPONSIBLE if your delivered package is stolen from your property. Fabrik uses a third person freight carrier service (Purolator & UPS). Once the package leaves Fabrik's warehouse - the freight carrier becomes responsible for the package. We cannot accept responsibility for a service that we have no control over. If your package is being delivered to a residential address - please ensure someone is there to receive the delivery. If you are not at the residential address and your package is stolen - Fabrik Apparel IS NOT responsible for the loss and WILL NOT replace nor refund your order.
PAYMENTS / PROMOS / COUPONS
What credit cards do you accept?
All major credit cards including Visa, MasterCard, Amex and Discover
Do you Accept PayPal?
Not at the moment unfortunately.
Do you accept E-transfers?
Yes, you can place your order choosing that option at checkout and follow instructions you will receive by email.
Other forms of Accepted payment?
Wire Transfers, Paypal, E-transfers, Corporate and Government cheques.
What is a coupon code?
In e-commerce and online shopping a coupon code, or promo code, is a computer-generated code, consisting of letters or numbers that consumers can enter into a promotional box on a site's shopping cart (or checkout page) to obtain a discount on the current purchase. Fabrik can also issue coupon codes in lieu of refunds for shipping errors, price adjustments, missing or defective or damaged items.
What promotions are on now?
Please make sure that you are subscribed to our newsletter to be the first notified on all of our promotions!
DO you accept international credit cards?
Yes we do as long as your card works in Canada. Please note that using an international card might be subjected to high fraud suspicion and may be declined. If this happens, please contact customer service.
Where do I find the CVV security code on my credit card?
For Visa, Mastercard, and Discover owners, flip your card over and look at the signature box. You should see either the entire 16-digit credit card number or just the last four digits followed by a special 3-digit code. This 3-digit code is your Card Security Code. View example here. For Amex this number has 4 digits and is located on the front of the card.
What is the CVV security code?
It is an important new Internet security feature that now appears on the back of most Visa, MasterCard, and Discover cards. This new code is a three or four-digit number which provides a cryptographic check of the information embossed on the card. The security code helps validate that the customer placing the online order actually has the credit card in his/her possession, and that the credit/debit card account is legitimate.
How does the CVV security code protect me?
The security code is only printed the card and it is not contained in the magnetic stripe information nor does it appear on sales receipts or billing statements - you must have the card in your possession in order to use this code. Card Security Codes are not raised, so they are not scanned into standard credit card readers. In theory, these numbers are only visible to you. When you give your Card Security Code to a merchant, you assist the merchant in verifying that the order is being placed by you, the card holder.
Do I have to enter the CVV security code?
If this code is printed on your card, then YES, you must enter the code. Visa, MasterCard, and Discover are now starting to require Internet stores to obtain the security code for all cards that have a code printed on them. In order for this transaction to be accepted and processed, you must enter this code if it's printed on your card. This is done for your protection.
What currencies do I pay with?
Canadian Dollars $
TECHNICAL
How do I subscribe to your newsletter?
Our newsletter subscription box is located on the bottom left of the homepage.
How can I get a copy of my invoices on the Web?
Once logged in, go to MY ACCOUNT/Order status. Make sure you check “Closed” or “Both” on the left of the page. Hit SEARCH. Click on the order number of your choice. Click on the Invoice number at the top right corner of the screen. You will be able to print or save your invoice in PDF.
Is my payment information Safe?
Absolutely. We use standard high level and safe encryption methods.
PRODUCTS / STOCKS / SERVICES /QUOTES / CATALOGUES
Where are sizing charts?
The style size charts are available on every style information page.
The items are out of Stock. When will they be available?
Our stock levels are updated from our warehouses every 30 minutes. If a style is out of stock please check daily or contact [email protected]
Items were ordered but items arrived Backordered - what next?
This happens very rarely - but we are not perfect. Sometimes stock gets damaged in the warehouse and the online stock levels are not updated in time to prevent your order. If you receive an order with backordered item(s), we may substitute a better style at our cost. Alternatively we will issue a refund in the form of a coupon. please call [email protected] if you have not been issued an automatic coupon for a refund or substituted item.
Are there ladies and youth sizes available?
Absolutely. All Men's, Ladies and Youth styles are indicated in the style header. If the page you are currently looking at shows a mens style - please look for the ladies version and follow the link provided. Usually but not always, the women version is followed by the letter L and the children version by the letter B (i.e. Gildan 5000 = men's, Gildan 5000L = women, Gildan 5000B = youth).
Do you have bulk discounts?
All prices based on quantity are shown in the pricing table - per style. If you have a volume that is substantially larger than we show within the pricing grid - please call customer service at 1-877-3FABRIK or email [email protected]. We will be glad to maximize your discount based on the volume of clothing you purchase.
Can I order custom colours of clothing and sizes?
No. We do not offer custom manufacturing of apparel at this moment.
Does your company still offer printing services?
Yes. DTG printing is offered. Please contact [email protected] or call 1-877-3FABRIK to discuss your options with a customer service representative.
EXCHANGES / RETURNS / REFUNDS
What if my residential delivery package is stolen?
Residential property theft is becoming a huge issue in Canada. Fabrik Apparel is NOT RESPONSIBLE if your delivered package is stolen from your property. Fabrik uses a third person freight carrier service (Purolator & UPS). Once the package leaves Fabrik's warehouse - the freight carrier becomes responsible for the package. We cannot accept responsibility for a service that we have no control over. If your package is being delivered to a residential address - please ensure someone is there to receive the delivery. If you are not at the residential address and your package is stolen - Fabrik Apparel IS NOT responsible for the loss and WILL NOT replace nor refund your order.
What is your return policy?
All claims need to be made within 10 business days following the reception of the goods. A return authorization is required before returning any item. We reserve the right to refuse any unauthorized returns.
How will the credit / refund be applied?
The credit will be either refunded to the original method of payment or in the cases of shipping errors, defective items and missing goods the credit will be applied and offered to the customer as a coupon - valid for 1 year to use when buying another style from the webstore.
Who pays for freight charges for returns / Backorders?
Shipping for returns are paid for by the customer. We do not offer backorders therefore there is no shipping cost. Occaisionally we will have to ship split shipments - if the customer orders an item that has to be shipped from 2 different warehouses. Customer service will contact the client if this is the case and you will have the option to pay the second shipping cost or substitute the item for one in stock at the first warehouse.
Do I need a 'Return Authorization Number' before I return a style?
Absolutely yes! All returns that have not been validated by our customer service department, and issued an RMA # will be refused at the customers expense.
What if a product is defective?
If the product is defective we will either ship a replacement; a substitute or issue a credit coupon. All items are checked before they leave the warehouses. Please make sure that you send us an email including clear pictures of the damaged items and have your order included.
What if a product gets damaged in transport?
If the shipping company damages the packaging and contents - the client will have to make a claim with shipping company. Fabrik can help you with this process. Fabrik IS NOT responsible for items damaged in transport.
how do I exchange an order?
Please contact us for a return label. You can return items within 10 business days of receipt, and then we will issue you a coupon code of the exact value of the returned items so that you can order what you want.
Can I return decorated Items?
No. Once items have been decorated, they will not be accepted for return for credit. They are custom decorated and cannot be resold. Please make sure that every pieces are not damaged before you decorate them.
How long does it take to receive credit?
Usually it takes between 7 - 10 business days.
When I am returning items on my courier of choice, should I keep the tracking number?
Absolutely. Fabrik is not responsible for shipping company errors, damages or lost packages. We are only able to control the package within our premises. We cannot guarantee any packages once they leave our premises.
What courier do I use to return items?
You may use any reliable courier of your choice. Just ensure that you can track your return and get confirmation of delivery.
What will happen If I do not write the RMA# on the outside of the shipping package?
If you do not write the RMA# on the returning package - we will refuse the shipment. This will cause you to incur more shipping charges. You must return your items using an RMA number issued by customer service