FAQ
Order & Shipping
Processing Time
At Aeizy, each hoodie is manufactured to order. This means your piece is created specifically for you after your order is placed. By making only what is needed, we reduce overproduction and keep our process more eco friendly.
Production Process
Once your order is confirmed, we prepare a premium blank hoodie and carefully embroider your chosen design using high quality, durable threads. Every piece is inspected for accuracy, steamed, and packaged with care before leaving our facility.
Shipping Timeframe
Please allow up to 3 weeks from the order date for production and handling before the item ships. This time ensures each hoodie is made with care and precision. Shipping transit times vary by carrier and destination. You will receive an email with tracking information once your order ships.
International Shipping
We ship internationally. International customers are responsible for any customs duties, taxes, or import fees charged by their country. These fees are not included in the product price or shipping cost and are the customer’s responsibility.
FAQ
Returns and Refunds
Do you accept returns?
Yes. Returns are accepted within 14 days of delivery for a full refund, subject to the conditions below.
Return conditions
Item must be unworn, unwashed, and in original condition.
All tags must be attached and the item should be returned in its original packaging where possible.
Proof of purchase or order number is required.
Returns that do not meet these conditions may be refused or subject to a partial refund.
How to return an item
Email support@aeizy.ca or use the contact form at aeizy.ca/contact with your order number and reason for return.
We will reply with return instructions and the return shipping address.
Ship the item back within 7 days of receiving the return approval. Include a copy of the return authorization in the package.
Once the item is received and inspected, we will issue a refund.
Refund timeline
Refunds are processed within 7 to 14 business days after we receive and inspect the returned item. The refund will be issued to the original payment method. It may take additional time for your bank or payment provider to post the refund.
Who pays return shipping?
Return shipping is the customer’s responsibility unless the item is faulty or we made an error. In cases of defective or incorrect items, we will provide a prepaid return label or reimburse return shipping costs after verification.
Exchanges
Can I exchange for a different size or color?
Yes. Exchanges are allowed within the 14-day return window and are subject to stock availability. To request an exchange:
- Start a return request via support@aeizy.ca and indicate the size or color you want.
- We will confirm availability and provide instructions.
- If the requested item is unavailable, you may choose a refund or store credit.
Exchange shipping costs
Customers cover shipping for exchanges unless the exchanged item is faulty or we made an error.
Pre-Orders, Drops, and Shipping Timeline
How does the pre-order drop model work?
Aeizy operates on a pre-order drop model. Each drop opens for a limited time. Orders placed during a drop are collected and produced together after the drop closes to avoid overproduction and reduce waste.
Production and shipping timeline
Please allow up to 3 weeks from the order date for production and handling before the item ships. Production time covers garment preparation, embroidery, quality inspection, and packaging. Shipping transit times vary by carrier and destination.
Order tracking
You will receive an email with tracking information once your order ships. If you do not receive tracking details within the expected timeframe, please contact support@aeizy.ca.
Defective or Incorrect Items
What if my item arrives damaged or incorrect?
If an item arrives damaged, defective, or not as described, contact support@aeizy.ca within 14 days of delivery and include photos showing the issue and your order number. We will evaluate the issue and offer one of the following after verification:
- A free repair if feasible,
- A replacement item, or
- A full refund.
We will cover return shipping costs for verified defective or incorrect items.
Washing and Care Instructions
To keep your embroidered hoodie looking its best:
- Turn the hoodie inside out before washing.
- Machine wash cold on a gentle cycle with similar colors.
- Use a mild detergent. Do not use bleach or fabric softener.
- Tumble dry low or hang to dry.
- If ironing is necessary, iron inside out on low heat and avoid pressing directly on embroidery.
Following these steps will help preserve embroidery, color, and fabric integrity.
Custom Orders and Bulk Requests
Do you accept custom orders?
Yes. Limited custom orders are available for groups, clubs, and bulk projects. Custom orders require discussion of artwork, minimum quantities, pricing, and lead times.
How to request a custom order
Email support@aeizy.ca with:
- Project details and preferred quantities,
- Artwork files or a brief description of the desired design, and
- Desired delivery timeline.
We will respond with pricing, minimum order requirements, and a production timeline.
Deposits and lead times
Custom orders typically require a deposit. Lead times depend on complexity and quantity and will be confirmed in the custom order quote.
Cancellations and Order Changes
Can I cancel or change my order?
Orders may be canceled or changed for free within 24 hours of purchase if the order has not entered production. After 24 hours or once production has started, cancellations or changes may not be possible. If production has not begun, we may still be able to accommodate changes for a small fee. To request a cancellation or change, contact support@aeizy.ca as soon as possible and include your order number.
Shipping, Duties, and International Orders
Where do you ship?
We ship domestically and internationally. Shipping options and rates are shown at checkout.
Customs, duties, and taxes
International customers are responsible for any customs duties, taxes, or import fees charged by their country. These fees are not included in the product price or shipping cost and are the customer’s responsibility.
Lost or stolen packages
If tracking shows delivery but you did not receive your package, contact the carrier first. If the carrier confirms loss or mis delivery, email support@aeizy.ca with details and we will assist in lodging a claim.
Payment Methods and Security
What payment methods do you accept?
We accept major credit and debit cards and common digital payment options available at checkout. All payments are processed securely through our payment provider.
Payment security
Payments are handled securely and we do not store full card details on our site. We use industry standard encryption to protect payment information.
Sizing and Fit
How do I choose the right size?
Refer to the Hoodie Size Chart on the product page for exact measurements. Measure a similar garment laid flat and compare those measurements to the size chart for the best fit.
Fit guidance
- For a relaxed fit, consider sizing up one size.
- For a standard fit, choose your usual size.
If you are unsure about fit, contact support@aeizy.ca with your measurements and we will advise.
Sustainability and Materials
What materials do you use?
Hoodies are made from high quality blends selected for durability and comfort. Embroidery uses durable polyester threads designed to hold color and resist wear.
Sustainability commitments
Aeizy produces to order to reduce overproduction and waste. Limited runs and pre-order drops help minimize excess inventory and lower environmental impact.
Wholesale and Stockists
Do you offer wholesale or retail partnerships?
Wholesale and stockiest inquiries are considered on a case by case basis. Email support@aeizy.ca with your business details, desired quantities, and territory for consideration.
Contact and Support
If you have any other questions or need help with an order, please contact us:
- Email: support@aeizy.ca
- Contact form: aeizy.ca/contact
We aim to respond to all support requests within 48 hours on business days.