TEAM ORDER FAQ
How do I request a team order?
Complete the Team Order Waitlist form:
https://forms.gle/8fctZcJY2ca1Dpyn9
Team requests are handled in the priority sequence in which they are received. Joining the waitlist does not guarantee immediate availability or a specific completion date.
Please only submit a request if your team is seriously interested in proceeding.
What is the minimum order?
Team pricing requires a minimum of 10 adult garments.
Youth garments can be added to a team order, but they do not count toward the 10 adult garment minimum.
What happens if we do not reach the minimum?
If the final order does not include at least 10 adult garments, team pricing will no longer apply.
The order can still proceed, but each item will be invoiced at the current regular website price.
How does the team order process work?
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The team organizer completes the Team Order Waitlist form.
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When your request is reached, Ken Lee Co. will contact you to confirm that your team is still interested and ready to proceed.
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Once confirmed, you will receive a mock-up and a Google order form.
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The organizer shares the Google form with the team. Each team member completes the form themselves to ensure their sizing, personalization and order details are entered correctly.
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Once ordering is complete, the organizer lets Ken Lee Co. know that the form is closed.
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The organizer will receive an editable Google Sheet containing all submitted orders.
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Ken Lee Co. recommends sharing the sheet with the team so everyone can review their information. The organizer can remove duplicate submissions and make any necessary corrections directly on the sheet.
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Once the design and order details are confirmed, one invoice will be created for the complete team order.
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The order is added to the production queue after the invoice has been paid in full.
Who communicates with Ken Lee Co.?
The team organizer is the main point of contact. Please direct all questions and requested changes to your organizer rather than contacting Ken Lee Co. individually.
If a team member enters something incorrectly or wants to change their garment style, size or customization details, they should submit the Google form again with the correct information and notify the organizer.
Once ordering closes, the organizer can remove duplicate submissions and make any necessary corrections on the editable Google Sheet.
No further changes can be made after the organizer approves the sheet and the invoice is paid.
Where can we find team pricing?
Team pricing will be listed on your team’s Google order form.
Applicable taxes and shipping costs are added to the final invoice. The organizer will receive one consolidated invoice for the complete team order.
How are payments collected?
The complete team order must be paid in one lump sum.
How the organizer collects payment from the team is entirely up to them. Some organizers pay the invoice as soon as it is issued so the order can enter the production queue, then collect payment from team members afterward. Others collect every team member’s payment before paying the invoice.
The order is not added to the production queue and the turnaround time does not begin until the invoice has been paid in full.
How do we pay the invoice?
Once the order has been reviewed and finalized, the organizer will receive an invoice directly from the Ken Lee Co. website.
The organizer can complete checkout as they would on any other website. Payment can be made by credit card, e-transfer or PayPal.
Production does not begin until the invoice has been paid in full.
How long can we keep the order form open?
The ordering timeline is up to the team organizer.
Some teams complete the form and submit payment within one day. Others may take several weeks to collect orders and payment.
Keep in mind that any time spent collecting orders or payment takes place before the production turnaround begins.
Please check the current turnaround time listed at the top of www.kenleeandco.ca when planning your team order.
What is the turnaround time?
Team orders may require at least 25 business days from the date the order is finalized and full payment is received.
Business days are Monday through Friday and do not include statutory holidays.
This is an estimated production timeline and may change based on order volume, garment availability or unexpected circumstances during production.
The turnaround time covers production only. Shipping time is additional.
Are completion dates guaranteed?
No. All turnaround times and completion dates are estimates and are subject to change.
Tournament dates, team events, travel plans and other personal deadlines do not guarantee earlier completion.
Team orders are completed in the priority sequence in which they are finalized and paid.
Do you accept rush team orders?
No. Rush team orders are not available.
Can we receive a mock-up before committing?
Mock-ups are created when your team reaches its place on the waitlist and confirms that it is ready to proceed.
Mock-ups are not created to gauge interest, compare vendors or recreate another company’s design.
Each team order includes an initial mock-up and up to two revisions.
How quickly do we need to approve the mock-up?
Please reply directly to the mock-up email within five business days.
Delays in approving the design will delay the order process and may affect the estimated completion date.
Can we choose different garment styles?
Different adult garment styles may be combined within one team order when available.
Available options may include crewnecks, hoodies, classic quarter zips and quarter zip hoodies.
Youth options are limited to the garment styles, colours and sizes listed on the order form.
Can we choose different garment colours?
Different garment colours may be offered, but the design and print colours must remain consistent across every garment.
The design colours will not be changed based on the garment colour selected. Please choose garment colours that provide enough contrast with the approved design.
Can each garment be personalized?
Personalization options will be based on the approved team design. Any available personalization fields will be included on the Google order form.
How do we choose the correct sizes?
Size charts are available on the applicable product listings at www.kenleeandco.ca.
They are also available in the Google Drive linked in both the Team Order Request form and your team’s Google order form.
What brands do you use?
Ken Lee Co. does not disclose specific garment brands or suppliers.
All available fabric, measurement and fit information is included in the provided size charts.
Can we use our official team logo?
Written authorization is required before an official team, league or association logo can be used.
Permission must be emailed directly to bulkorders@kenleeandco.ca by the organization’s owner, president, founder or another authorized representative.
How is pickup or shipping handled?
Team orders can be picked up from Ken Lee Co. in Niagara or shipped through Ken Lee Co.
If shipping is required, the organizer must provide the complete shipping address before the final invoice is created.
Shipping is calculated when the final invoice is created. The cost is based on the total quantity, garment styles, sizes, package weight and delivery location.
Since every team order has a different final weight, shipping cannot be calculated accurately before the order is complete.
Customer-provided shipping labels and outside courier services are not accepted. All shipped orders must use the shipping service arranged by Ken Lee Co.
How does pickup work?
The organizer will receive an email as soon as the team order is ready.
The order will be placed in the pickup bin when that email is sent. Pickup is available daily from 8 a.m. to 9 p.m.
There is no need to schedule or arrange a pickup time. Please wait for the ready-for-pickup email before arriving.
What happens if a garment becomes unavailable?
Supplier inventory can change after an order has been submitted.
If a selected garment becomes unavailable, the organizer will be contacted to choose an alternate size, colour or garment style.
Can orders be changed after the invoice is paid?
No. Once the team order has been reviewed, finalized and paid, garment styles, sizes, colours, wording and personalization cannot be changed.
The organizer is responsible for having each team member review the Google Sheet before final approval.
Can someone add an order after the team order has closed?
This will depend on the current stage of production.
The team organizer should contact Ken Lee Co. to confirm whether an additional order can still be accommodated. Additions are not guaranteed once an order has been finalized or production has begun.
Are returns or exchanges accepted?
All custom team apparel is final sale.
Returns, exchanges and cancellations are not accepted.
If you believe Ken Lee Co. made a production error, email bulkorders@kenleeandco.ca with clear photos and the applicable order details.
Information entered on the order form or approved on the final Google Sheet is not considered a production error.
Will team members receive individual receipts?
No. The organizer receives one consolidated invoice for the complete team order.
Ken Lee Co. does not provide separate invoices, receipts or payment breakdowns for individual team members.
How will we know when the order is complete?
The organizer will automatically receive an email generated through the Ken Lee Co. website as soon as the order is ready for pickup or has shipped.
Repeated status inquiries do not move an order ahead in the production queue or change its estimated completion date. They also take time away from production.
To help keep orders moving efficiently, please avoid sending multiple status inquiries and wait for the automatic notification.
What if we do not receive an email?
Please check spam, junk and promotions folders for emails from Ken Lee Co.
If the email still cannot be located, contact bulkorders@kenleeandco.ca.
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.
Instagram DMs are not monitored for team order support.