Individual Order FAQ

How do I place an individual order?

All individual orders must be placed directly through www.kenleeandco.ca.

Orders cannot be placed manually through email or Instagram DM.

What is the current turnaround time?

The estimated turnaround time is approximately 15 to 25 business days.

Business days are Monday through Friday and do not include statutory holidays. The first business day begins on the next business day after your order and payment are received.

Are turnaround times guaranteed?

No. All turnaround times and completion dates are estimates. They may change based on order volume, garment availability or unexpected circumstances during production.

Orders are completed in the priority sequence in which they were placed. Tournament dates, special events, travel plans and other personal deadlines do not guarantee earlier completion.

Can I request an order update?

If your order is still within the estimated turnaround window, there may not be an additional update available. Please allow the full 25 business days before requesting a status update.

You will automatically receive an email as soon as your order is ready for pickup or has shipped.

Repeated status inquiries do not move an order ahead in the production queue and take time away from completing orders.

Do you accept rush orders?

No. Rush orders are not available.

Can you guarantee my order for a tournament or event?

Orders should be placed with enough time for the full production window and any additional shipping time.

Event dates are not guaranteed unless confirmed by Ken Lee Co. in writing before the order is placed.

Will I receive a mock-up?

Mock-ups are only provided for custom designs that require a new layout to be created.

Standard or preset designs do not receive a mock-up. Changing the garment colour, print colours, wording or personalization on an existing design does not make it a custom design. These orders are produced according to the information submitted during checkout.

Custom-design orders include the initial mock-up and up to two revisions. You must reply directly to the mock-up email within five business days.

If no response is received within five business days, the initial design may be considered approved and used so production can continue. Once production has begun, no further revisions can be made.

Mock-ups are not provided before ordering to compare ideas or gauge interest.

Can I change or cancel my order after it has been placed?

Orders cannot be cancelled, changed or modified once they have been submitted.

Garment styles, colours, sizes, wording and personalization details cannot be changed after checkout. Ken Lee Co. cannot edit the customization fields attached to an existing order.

If you ordered a custom design, design revisions can be requested when your mock-up is sent. This does not include changes to the garment style, colour or size.

Please carefully review all spelling, numbers, sizing and order details before submitting your order.

How are my colour selections used?

Please review your garment and print colour selections carefully before checkout.

Standard designs are produced exactly as submitted, whether the colours were selected or manually typed into the order form. Ken Lee Co. does not change submitted colours or assume a different colour was intended.

Please make sure your selected print colours provide enough contrast against your chosen garment colour.

Can I add another item to an existing order?

Please contact orders@kenleeandco.ca before placing the additional order.

If approved, the additional item must be placed as a separate order through the website. Choose online pickup at checkout and email the new order number so the orders can be connected.

The additional order will keep its own position in the production queue. If you would like both orders completed or shipped together, the original order may be delayed until the additional item is ready.

How do I choose the correct size?

Each product listing includes a detailed size chart with:

Exact garment measurements

Fabric composition

Fit information

Sizing notes

Instructions for measuring

For the best comparison, measure a garment you already own and enjoy wearing.

Sizing can vary between brands and garment styles.

What brands or suppliers do you use?

Ken Lee Co. does not disclose specific garment brands or suppliers. Considerable time and research go into sourcing apparel.

All available information, including fabric composition, measurements, fit details and sizing notes, is provided in the product listing and applicable size chart.

Can you use an official team or association logo?

Only with written permission  from the official team, league or association.

Permission must be emailed directly to ask@kenleeandco.ca by the organization’s owner, president, founder or another authorized representative.

What happens if my selected garment is unavailable?

Supplier inventory can occasionally change after an order has been placed.

If your selected garment becomes unavailable, you will be contacted to choose an alternate size, colour or garment style.

Are returns or exchanges accepted?

All custom-made apparel is final sale. Returns, exchanges and cancellations are not accepted.

If you believe Ken Lee Co. made an error during production, email orders@kenleeandco.ca with your order number and clear photos of the item.

Details entered incorrectly during checkout or approved on a custom mock-up are not considered production errors.

How will I know when my order is ready for pickup?

You will receive a ready-for-pickup email containing the address and complete pickup instructions.

Your order will be placed in the pickup bin as soon as that email is sent. Pickup is available daily from 8 a.m. to 9 p.m., so no appointment or pickup arrangement is required.

Please wait for the ready-for-pickup email before arriving.

Does choosing pickup make my order ready sooner?

No. Pickup and shipped orders follow the same production queue and estimated turnaround time.

Any automated message at checkout stating that pickup is “usually ready in 5+ business days” does not replace the current posted production turnaround time.

When will my shipped order arrive?

The listed turnaround time covers production only. Shipping time begins after production is complete and is additional to the estimated turnaround time.

You will receive tracking information once your order ships. Carrier delivery estimates and delays are outside the control of Ken Lee Co.

What should I do if I did not receive an order email?

Please check your spam, junk and promotions folders. Search for “Ken Lee & Company” around the date and time your order was placed.

Mock-up, pickup and tracking emails may also be filtered into these folders.

If you still cannot locate the email, contact orders@kenleeandco.ca with your full name and approximate order date and time. The email address entered during checkout may need to be confirmed.

How long does it take to receive an email response?

Please allow three to five business days for an email response.

Sending the same request through multiple email addresses or Instagram does not result in a faster response and may create duplicate messages.

Instagram DMs are not monitored for order support.

Which email address should I use?

General questions before ordering:
ask@kenleeandco.ca

Existing individual orders:
orders@kenleeandco.ca

Team orders:
bulkorders@kenleeandco.ca

If you receive a custom-design mock-up, please reply directly to the original mock-up email so the full conversation remains together.