Frequently Asked Questions

We now have 4 locations across Canada in order to offer you the best level of serve possible from coast to coast.

Our head office, retail store and main warehouse are located in Dundas, Ontario. We also have a secondary warehouse and retail store in Calgary, Alberta. As well, we have 2 showrooms and sales offices located in Quebec City, Quebec and Burnaby, British Columbia.

In addition to our physical locations, we have dedicated territory managers across the country to help with your equipment, uniform and team apparel needs.

We distribute our printed to catalogues to schools across Canada. In addition, our catalogues are available online and kept up to date continuously, as we are frequently adjusting pricing and product availablilty. We encourage you to visit our interactive catalogues through the menu at the top of the website. Do not hesitate to call our customer service or contact your local territory manager if you need any assistance choosing products or have any questions.

We encourage you to create an online account. Creating an online account will ensure you are getting the best prices available under your organisation's pricing agreement, and make checking out easier as your personal information will already be saved under your profile. You will be able to see your purchasing history and have access to your previous invoices online. You will also be able to access exclusive promotions.

[TBD TIM] If you are a new customer, simply complete your order and register as a new customer at check-out. During this process you will be given the opportunity to set up a password.

If you already have an account with us, simply click the forgot password link on your screen and we will send you an email to reset your password, or call the 1-800 number at the top of the screen. A representative will gladly assign your secure password. Once you've received your password, you can change it yourself at any time. We suggest that you keep your customer number and password in a safe place for future ordering.

Under the Login section of our website you will find a Forgot Password link. Simply click the link and fill in your email and the phone number related to your account. Once this is done we will send you an email to reset your password. If you face any problems you may also call the 1-800 number at the bottom of the screen and a representative will assist you to re-set your secure password.

For any orders directly done through our website you should be receiving an order confirmation by email immediately once the order has been finalized online. Please check your spam folder before contacting our customer service for assistance. If you haven’t received any order confirmation by email, we invite you to call our 1-800 number at the bottom of the screen so we can assist you.

If your order was done over the phone or was sent by email or fax to your local territory manager we invite you to contact your sales representative and request the order confirmation status. Depending on the nature of your order, apparel or equipment, it may take up to 24h-48h on business days before you receive the order confirmation email. We can assure you that we are doing everything that we can to get your order processed as soon as possible.

[TBD TIM] It is now possible for you to track your orders through this web site - 24 hours a day, 7 days a week! Once signed in to your online account you may access to your order history. Select the order you are seeking information for and you will find a tracking number if the order has been shipped. You can track any order placed with us, regardless of whether you placed the order online, by phone, by fax, or by mail. As long as you have the order number, you can track the status of your order from our dock to our door!

Depending upon the order’s nature, apparel or equipment, the delivery timeline may vary. For any decorated apparel or custom uniform you should be checking with your territory manager for the current lead time when you will be ordering. For any stock items we are generally shipping within 1-3 business days and then you need to consider transit time from our warehouse to your door. The transit time will vary between 1 and 7 working days depending on your location. You will receive your tracking number once the order will ship so you can track your shipment and see the expected delivery date.

Returns and exchanges must be approved by administration prior to return. Product may not be returned without a valid RMA # (Return Materials Authorization), provided by one of our customer service representative. This number must be written on the outside of your return. Product returned without this number visible or not obtained will be refused and returned to the customer at their expense. We will accept any undecorated stock items to be returned to us as long as the item is in original packaging, in new/sellable condition (unless defective or damaged). Customer service reserves the right to refuse any returns deemed to not be in resalable condition. Any custom apparel or special equipment order are not returnable.

All returns are subject to a 15% restocking fee unless otherwise approved .

Any shortages or mis-shipped items or damages product must be reported within 10 days from delivery. We invite you to call our 1-800 number at the bottom of the screen so we can assist you.

If your arrival is damaged upon delivery please make sure to notify the driver of this situation to avoid any claim problems with the freight company.

[TBD AMY] Usually your account should be credited within 21 days but during extreme times this may be extended.

[TBD AMY/TIM] Invoices are available once an item is shipped. You may find a copy of your invoice online through your account or request a copy of your invoice to ar@tlitzen.com or simply call the 1-800 number at the bottom of the screen and our customer service will be happy to send you a copy by email.

For prepay customers that don't receive an invoice, an order confirmation is being emailed once order is completed and invoice may be found online under your personal profile.

Most of our packages are being shipped by UPS and a tracking number will be forwarded to you once your order has been shipped. Other courrier or freight companies may be used depending on the size, weight and destination of your order.

The box quantity depends on the size of the order, availability of product, and number of vendors involved.

In your order confirmation receipt you will notice a projected ship date. We strive to respect the date indicated on this one and even ship earlier when products are available. We encourage you to let us know if you need the products for a specific dates so we can validate if this is feasible or not and offer you an alternative if this is not possible at all. Please note that the estimated ship date may be subject to change and if so we will manage to advise you as soon as possible.

An invoice is generated upon order shipment. You are normally invoiced only once when the order is complete. You may, however receive multiple invoices if one or more of your products are not available at the time of shipment or if they must ship from another location.

Payments can be made by MasterCard, Visa, Certified Cheque and e-transfer. For customers picking-up orders from our retail or warehouse locations it is also possible to pay Interac or Cash, depending on the location. We also offer terms to approved customers only.

The standard guarantee on all of our products is 1 year against manufacturers defect from the date of purchase. However, the guarantee may vary according to the manufacture. We will honour manufacturer’s warranty if it is different than our standard policy.

We offer the Best Price Guaranteed Policy on all of our products. If you find the same product at a lower price in Canada, we will match this one or beat it if we are able to do so. A proof may be requested depending on products and pricing to be matched. Call our 1-800 number at the bottom of the screen to know more about this policy or email us at sales@tlitzen.com and we will let you know what can be done.