Luscan Group
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  • Kelowna, BC


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Order, Art & Shipping


Ordering Info


Ordering from Luscan Group is as easy as 1-2-3

  • Send a Quote or Virtual Sample Request online though the website or email it to
  • We will get back to you with confirmed quote & PDF proof
  • Review/Approve your quote & art though email or login at Optionally you can also sign the PDF proof & quote and email/fax back to us.
  • We will proceed with your order ONLY after your approval.


Due to the manufacturing process & quality check, some items may be subject to over/under. Usually over/under runs do not exceed 10%. Orders with under-runs will be considered complete and the cost on the final invoice will be adjusted accordingly. Under-runs happen very rarely. We do not charge for over runs.


Rush orders are available but must be always approved by our customer service. A rush charge may apply. In case air shipment is needed we will get back to you with the ship cost estimate to authorize the cost. Contact for further details.


All imprinted orders require minimum quantities as listed in the online catalogue. Less than listed minimum orders may be available at an extra charge. Contact for more information.


It is not possible to change the order if it is already in the middle of production. We will make every attempt to hold your ship date if you make changes to your order, however, changes may result in changes to your ship date as well as additional setup and proof charges.


All orders are considered firm and cannot be cancelled without written factory authorization, which will be granted only prior to imprinting or production. Customer must provide written notification of cancellation within one business day of contacting the factory. Cost of dies, screens, digitizing and proofs will be billed if completed plus a restocking charge depending on the product.

SHIPPING DAMAGE: Goods must be inspected by the Customer immediately on the arrival, any any shipping damage must be advised immediately to the Supplier and also to the delivery person (trucking company). Customer must specify the basis of the claim in detail and show pictures as a proof of all the damages (pictures should be taken while the goods are still on the truck). Failure of Customer to comply with these conditions will constitute irrevocable acceptance of the goods by Customer.

CLAIMS/ACCEPTANCE: Customer will have the right to inspect the goods upon receiving in final destination, and within five (5) business days after delivery to the final destination, Customer must give notice to Supplier of any claim for quality, or grade of the goods, and Customer must specify the basis of the claim in detail and provide pictures as a proof. Failure of Customer to comply with these conditions will constitute irrevocable acceptance of the goods by Customer.


Virtual samples are free of charge. Product samples will be charged at catalogue prices + shipping cost

Spec samples with customer logo on it are available at extra charge. Contact for more information


Product proofs are usually available at extra charge. Please contact for further details and pricing.

All artwork must be approved and signed prior to proceed with your order.


Payment Options


Please visit to pay your invoices or submit pre-payments for quotes.


Artwork Information



Please forward electronic artwork to Please specify your order or quote number in the email so we can match it faster.

Please note that most email service providers do not allow emailing files bigger than 10MB. For large files please login at and go to "Art Centre" to upload your artwork. Our online file upload supports up to 1000MB file size. We also have a FTP site for large file uploads. Please contact us for more info.


Artwork clean-up, touch-ups, typesetting, or resizing is free of charge. There may be an extra charge involved if we need to vectorize your logo (from low resolution bitmap). In case of art charges, we will always authorize them with you before proceeding.


Unless a specific size is indicated on your order, Luscangroup will recommend the most appropriate size for your imprint. If no imprint area is indicated, we will recommend the area most suitable for the artwork and method specified.


Embroidery: DST. If digitizing is required, please send art in an acceptable camera-ready format.

Laser Engraving: Art supplied for laser engraving must be completely vectorized and cannot have any tints, strokes or colors (images must be completely comprised of 100% solid black fills).

4 Color Process: Files supplied for 4 color process must conform to the following standards: minimum resolution must be 300 dots per inch or greater @ 100% size, tints can range between 0% and 100% and can be comprised of multiple colors. Note that a minimum of 1/8" bleed from actual size of product is required for any 4 color process imprint bleeding over the edge of the decoration area. The use of straight borders close to the edge is not recommended for these products. Please be advised that due to fluctuations in material, temperature and process there will be noticeable variation in color when producing 4 color process jobs. Exact PMS color matching cannot be guaranteed for all 4 color process imprints and a customer supplied color hard copy will be mandatory for all jobs of this nature.

Other Methods: Vector artwork (.eps, .ai, or .svg). All fonts must be converted to curves to avoid font substitutions. Screen printing (silk screening) requires color separation for each print color.

Font Sizes & Lines: In most cases fonts must be 6pt or bigger, lines should be 0.5pt or thicker. For embroidery and debossing/embossing fonts must be at least 12pt size.


Camera ready art is artwork that can be scanned without any preparation or changes. Type and image are sharp, clean and consistent in density. Art is black and white only and does not contain any colors or tints (shades of color/grey). Digital files must be with output at 600 dpi or higher @ 100% size.  Business cards, letterhead, photocopies, hand drawings, etc. are not considered camera ready art. Any logo or artwork taken from websites is low resolution (72 dpi) and is not camera ready art. 


Due to the varied nature and multidimensional curvatures existing on lot of products, a slight distortion of unknown degree may occur when imprinting some products with square, rectangular or round images.


We can work with most file formats as long as the image is not too low quality. Here's the list of preference:

  • Vector Files: AI, EPS, SVG, PDF (note that some EPS or PDF files are not vector files)
  • Bitmap/Raster Files: PSD, PNG, JPG, TIFF, GIF, BMP, etc
  • Office Documents: DOC, DOCX, XLS, PPT, PPS. Due to complications opening these files on different computers, we'd like avoid these files whenever possible. But if that's all you have, please do send it..


Shipping Information


Orders will be shipped by standard ground service and designated by a carrier of our choice, unless otherwise specified by the customer.

Goods lost or damaged after leaving our facilities are the responsibility of the courier. We'll do everything within our power to track the order or replace the damaged items. Though we may not be able to meet your due date in such cases, we will do our best to deliver the product to you as fast as we can.

Free shipping does not apply to orders where the customer send its own products for screen printing or embroidery services.



All orders over $400 dollars include standard ground shipping within Canada to non-remote or non-rural areas. Duties and broker fees to Canada are included in the price. When shipping to rural (remote) area (as defined by the courier), some extra charges may apply. Usually all deliveries to Yukon, Nunavut or Northwest Territories have remote area surcharges for shipping. In which case you will be billed only for the surcharge, not the standard shipping cost. In the example below the rural destination surcharge is $75.00. Sometimes we can ship by Canada Post Regular Parcel to avoid these extra charges.

rural shipping surcharge

Special shipping options and express delivery may require extra fees. E.g. Custom Chocolate orders must ship by express air service during the hot summer months to avoid melting.



All orders over $400 dollars include standard ground shipping within USA to non-remote or non-rural areas. When shipping to rural (remote) area (as defined by the courier) e.g. Alaska, Hawaii, some extra charges may apply. Some items ship from Canada only. Catalogue prices do not include duties, taxes or broker fees to USA if order is shipping from Canadian warehouse. Your Federal Tax id# is required to ship from Canada to USA. Special shipping options and express delivery may require extra fees. More information available at 



If you wish to specify a carrier and account number for an international shipment you will be responsible for customs clearance and ultimate delivery, as well as for the duties, taxes and broker fees. You must provide your broker's information with your order ( broker name, address and phone number).


Available by request. If order qualifies for free shipping, the first location is free of charge, and each additional location may be available for extra cost. Please supply all addresses so we can quote accordingly.


If you supply us with an account number for shipping, or if you designate a specific carrier, the customer assumes responsibility for the shipment from the time the order is complete and ready for pickup.


  • Enjoy the following secure payment methods with us:

  • Amex Visa MasterCard