Frequently Asked Questions
Product
Are MyLabelFactory.ca products safe?
MyLabelFactory.ca products meet the highest standards of our licensed partners, like Disney.
Our labels are quality and safety certified by a third party accredited testing laboratory; they have been in business for over 150 years.
MyLabelFactory.ca labels use 3M materials and HP inks which are GREENGUARD Certified for low chemical emissions. Click here for more information.
Are MyLabelFactory.ca products ecologically friendly?
MyLabelFactory.ca labels use 3M materials and HP inks which are GREENGUARD Certified for low chemical emissions. For more information, visit www.ul.com/gg .
The 3M materials and HP inks used by MyLabelFactory.ca are ECOLOGO 126 certified for reduced environmental impact. For more information, visit www.ul.com/el.
Do you make waterproof labels?
Yes. When applied according to the directions, our labels are laundry and dishwasher safe. Perfect for all clothing, swimwear, swimming gear, and anything else you don't want to lose.
Why are Clothing Tag Labels falling off?
Our Clothing Tag Labels are designed to stick to clothing tags – not directly to clothing. They must be applied to a clothing care tag ( i.e. the tag with the size and washing instructions), and are not guaranteed to stick when placed directly onto the clothing fabric. When applying, peel and stick the label so that it is completely on the clothing tag – no overhang. Then press down firmly and ensure that the entire label is affixed. After applying Clothing Tag Labels to the care tag, we recommend waiting 24 hours before laundering.
Design
Do you make labels for older kids and adults?
MyLabelFactory.ca labels are specially designed to appeal to kids of all ages. Our designs feature a wide variety of licensed properties specifically catering to older kids and even adults.
Why are my labels cutting off parts of the characters?
MyLabelFactory.ca labels are designed so that you get vibrant images that extend from edge to edge; to do this, the designs purposefully overlap the cut lines and at times have been positioned so that a portion of the characters also overlap the cut lines.
Do you sell label packs specifically designed for camp and school?
Our Starter Combo, Camp Combo, and School Combo are designed to provide the ideal mix of label types to meet the specific needs of these activities. Start with these and add additional labels to meet your personal requirements. If you'd like to see a particular combination of labels, we'd love to hear from you. Contact us.
I can't find my school, camp, team, or other organization's logo – they have directed me to your site?
You can look for your specific organization's logo under Design, MyDesign, the appropriate category (i.e. school, camp, etc.), and then your organization's name. If you are still having trouble finding it, contact us and we'd be happy to help.
How do I get my school, camp, team, or other organization's logo on a MyLabelFactory.ca label?
If you are interested in ordering labels with your specific organization's logo, and you don't already see them listed under MyDesign, please have someone from the organization contact us.
Can I provide my own personal logo or artwork for my labels?
Unfortunately, we're not able to accommodate personal logos or designs at this time. If there's an icon or design you'd like to see us offer, please send us your request – we love customer feedback!
Why can't I choose a different font?
Our licensed labels use images and fonts that are designated and approved by our licensed brands. As such, we are unable to change them.
Why can't I select my own mix of designs on a single item?
Our licensed labels use designs and images that are designated and approved by our licensed brands. As such, we are unable to mix designs.
Can I get half of my labels in one name, and half in another?
Due to the nature of our production process, we are unable to split label packs into more than one name. The text must be consistent throughout. As a potential solution, consider using your last name on your labels – that way everyone can share!
Accounts
How do I create an account?
Click on “Sign up” (located at the top of every page on our site) and complete the information - First Name, Last Name, Email Address, Password, then click “Create” or “Log in”. Next time you're on our site, just click on “Log in” at the top of every page. Click here to go directly to a new account set up.
Why should I create an account?
You should create an account to make your shopping experience easier and faster. When you place an order, your information will be pre-filled and you will have a quicker checkout, and avoid having to type in your information each time you make a purchase.
MyLabelFactory.ca will not contact you, other than to confirm your order, unless you've opted into receiving communication from us or liked us on Facebook.
Do I need to create an account to browse and/or shop on your site?
No, you do not have to create an account, you can browse and/or shop on the site as a Guest. To make a purchase as a Guest, proceed to checkout as you normally would, then click “Continue as Guest”, complete your email and billing address, and proceed to pay with your credit card or PayPal account.
We do recommend creating an account so you can experience an easier and faster checkout, saving you the trouble and time of re-entering your personal information each visit.
MyLabelFactory.ca will not contact you, other than to confirm your order, unless you've opted into receiving communication from us or liked us on Facebook.
How do I update my account information?
You can update your account and view your orders through “My Account” (located at the top of every web page once you create an account). You are only able to edit or delete your physical address(es) on file (by clicking “View Addresses”), and you can track the status of your orders. Note : you cannot change the name or email address you registered your account with. If you need to change the name or email on your current account, we recommend setting up a new account (with your new or preferred email), or forwarding from your old email to your new email.
Can I add another address to my account?
Yes, you can add another address to your account. “Log In” to your account and once in your account, click on “View Addresses” (you will have already entered one address when proceeding through the checkout process). Then, click on “Add New Address”, complete the required information, and then click “Add Address”. Note that you will have the option to set this address as your default address by checking the box, “Set as Default Address?”.
I forgot my password, what do I do now?
From our home page, click on “My Account” (located at the top of the page), then click Forgot your password? (beside the Password box), enter the email address you registered your account with, and click Submit. We will automatically send you an email with instructions to reset your password.
If I want to change my password, how do I do that?
From our home page, click on “My Account” (located at the top of the page), then click Forgot your password? (beside the Password box), enter the email address you registered your account with, and click Submit. We will automatically send you an email with instructions to reset (change) your password.
Ordering
What currency will my order be made in?
All prices on our Site are in Canadian dollars.
How do I use your shopping cart?
For each item you want to purchase, click Add To Cart. After you have added all the items to your shopping cart, you can click Checkout. If you're a current customer, enter your email address and password and click Login. If you are a new customer, you can either Create an Account and proceed to enter your name, email address and password, or Continue as Guest and proceed to enter your email address and billing address. The contents of your shopping cart will be held for you during this process. Review your order and ensure everything meets your satisfaction.
Once everything meets your satisfaction, complete your credit card information (if paying with your credit card) OR click the PayPal button (if paying with PayPal), and click “Complete my purchase”.
What is the status of my order?
After placing an order, you can view its status by logging in to the Site. Simply click “My Account” (located at the top of the web page), enter your email address and password, and your order history will automatically appear. Note: once your order has been printed and shipped by Canada Post, your order's Status will change to “Complete”.
How do I know my order has been confirmed?
As soon as you place an order, we will send you an Order Confirmation email, with details of your transaction. You will also receive a Shipping Confirmation email when your order has been printed and shipped.
When will my order be processed?
Once your order payment has been successfully authorized, it takes 1-2 Business Days for us to print your order (prior to shipping it). Orders placed after 1:00 p.m. Eastern Time will begin processing the following Business Day.
What does a Business Day mean?
A Business Day means a day other than Saturday, Sunday, a statutory holiday, and any day normally observed as a holiday by Canada Post. Orders on days other than Business Days will be processed on the next Business Day.
What if I haven't received an Order Confirmation?
If you have made a purchase, you should have received an Order Confirmation email from us within minutes. If you did not receive an Order Confirmation email, please check your spam or junk folder, as it may have been mistakenly directed to the wrong mailbox. Alternatively, contact us and we will help you.
Can I order an item by phone?
At this time, all purchases can only be made through the site.
What is your return policy?
All of our products are backed by a 100% satisfaction guarantee. If you're not satisfied with any part of your order, simply return it to us for exchange or refund within one week of receiving it (return postage not included). And remember, we're always here to help! Please contact us if you have any questions or concerns.
Help! Why can't I add items to my cart?
Like many other online merchants, MyLabelFactory.ca uses cookies to store items in your cart. Cookies are small text files that contain no personal information. If your cart is empty after adding items, your browser is not enabled to accept cookies. Use a search provider or contact us for help with enabling cookies.
What payment methods do you accept?
We accept Visa, MasterCard, American Express, and PayPal.
I am a US customer. Why was my payment declined?
You may have an international block on your credit card. We are a Canadian company and transactions on our website originate from Canada. Please contact your card provider and ask them to remove the block, even if temporarily.
Payments
What forms of payment do you accept?
We accept credit card payment by Visa, MasterCard, American Express and Discover. We also accept payment using your PayPal account. We do not accept payment by cash, cheque or money order.
Will I be charged sales tax for my order?
Yes, we have to charge the applicable sales taxes (GST/HST) on all orders, as required by law. The GST/HST rates, based on the province where the item is being shipped to, are as follows:
• Ontario, New Brunswick, Newfoundland and Labrador: 13%
• Prince Edward Island: 14%
• Nova Scotia: 15%
• Alberta, British Columbia, Manitoba, Northwest Territories, Nunavut, Saskatchewan, Yukon: 5%
• Quebec: 5% GST + 9.975% QST
For more information on GST/HST rates by province, please visit Canada Revenue Agency's official page at www.cra-arc.gc.ca/tx/bsnss/tpcs/gst-tps/rts-eng.html.
Is it safe to use my credit card on your Site?
Yes, MyLabelFactory.ca uses Shopify, an ecommerce platform that is used by over 200,000 business around the world. Shopify uses industry standards in security to help you keep a secure account. Credit card information is protected according to Payment Card Industry Data Security Standards (PCI-DSS). When you enter your credit card information during checkout, Shopify encrypts the transmission of that information using secure socket layer technology (SSL) through AES-256 encryption, the industry standard.
When will my credit card be charged?
Your credit card will be charged (in Canadian dollars) at the time of purchase. Once you have checked out, we will send you an Order Confirmation email with the details of your transaction.
My payment isn't going through, what should I do?
If you are trying to pay with your credit card, please double check the billing address you have provided matches the billing address of the credit card you are using to make your purchase. If this does not resolve the issue and you continue to experience difficulties with your payment being accepted online, please contact our Customer Service at 1-877-604-2999 or email us.
Why was my credit card declined?
A common reason for your card being declined is that your billing address entered does not exactly match the billing address that your card company has on file. Your card company may decline your transaction due to other reasons as well. Please contact your card company for further assistance.
Who do I contact for billing or payment related questions?
We are here to help you out via phone at 1-877-604-2999, or email us, 9:00 a.m. to 5:00 p.m. EST, Monday to Friday (excluding statutory holidays). We will gladly look into any billing or payment related questions you may have.
Shipping
Do you ship outside of Canada?
No, we currently ship within Canada only.
Where do you ship from?
We ship orders from our factory located in Toronto.
What service carrier do you use to ship my order?
We use Canada Post for all of our shipping orders.
How long will it take my order to get to me?
Once your order payment has been successfully authorized, it takes up to one week for us to process your order (prior to shipping it). The total delivery time is the processing time plus the expected transit time for Canada Post's Lettermail™ service.
The Delivery Standards for Canada Post Lettermail™ are:Occasionally, during busy periods, processing may take longer.
You can visit canadapost.ca/deliverystandards (Section 1, Table 2) for more information about delivery standards and a list of remote locations.
How much will I be paying for shipping for my order?
Standard shipping using Canada Post's Lettermail™ service is free.
You may also select Canada Post's Xpresspost™ service for an additional cost.
Ontario, Quebec $12.95
All Other Provinces $18.95
Can I select a different shipping service than Canada Post's Lettermail™?
Yes. We do offer the additional option of faster shipping to all destinations in Canada. You can select to have your order shipped with Canada Post's Xpresspost™ service for an additional cost.
Ontario, Quebec $12.95
All Other Provinces $18.95
Do you deliver to P.O. Boxes?
Yes, Canada Post delivers to P.O. Boxes.
How will I know when my order has been shipped?
We will send you a Shipping Confirmation email when your order has been shipped by Canada Post.
I live in Toronto, can I just come pick up my order?
At this time, we do not offer in-person pick up. All orders are shipped to your preferred address thorough Canada Post.
Contact
How do I contact MyLabelFactory.ca?
We are here to help you via phone at 1-877-604-2999, or email us, from 9:00 a.m. to 5:00 p.m. EST, Monday to Friday (excluding statutory holidays). We will make every effort to respond to you within 24 hours of your contact.