General: Product:
Web: Returns: Repairs: Polyconcept North America:



Q: How do I get an account with Trimark?
A: At the bottom of all pages under Distributor Services, click Request an account. Fill out all required fields and submit. You will be contacted within 48 business hours with a questionnaire that we will then review and you will be notified if you are approved for an account set up.
PLEASE NOTE: Trimark does not sell direct to end users.
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Q: Who is my Sales Rep?
A: To find out who your Sales Rep is, login to your web account and go to the account page. Under sales tools, click on Sales Reps.
Here you will see what Sales Rep covers your area, and how to contact him/her.

Q: What pricing level am I on?
A: To find out what pricing discount you are setup to receive, just login and start browsing our products.
On the product page, you will see a separate pricing matrix from column 1 to 5. When logged in, the "You Pay" column specifies your cost for the blank product. For decoration pricing, the pricing matrix takes the "You Pay" column and add the decoration price per quantity break from column 1 to 5. Now, there is no need to pull out your calculator to figure out your special pricing!

Q: How do I receive better pricing?
A: We have 5 different price columns to help you save.
1st column = 1 -99 pieces
2nd column = 100 - 224 pieces
3rd column = 225 - 374 pieces
4th column = 375 - 499 pieces
5th colum = 500 + pieces.

You automatically receive pricing according to the quantities that you order. So, if your order quantity is 57 pieces, you will receive 1st column pricing. If your order quantity is 600 pieces, you will receive 5th column pricing. So, the larger your orders, the better your pricing, and the more you save. If your order quantity is extremely large, you can contact your sales representative to request even further discounts.

Q: Is there an upcharge to 3XL-5XL?
A: No. We do no charge any extra fees for 3XL, 4XL or 5XL sized garments. ↑ top

Q: What is your order minimum ?
A: At Trimark, we do not have a minimum order size on blank orders. Decorated order minimums may vary. Less than minimum charges may apply.

Q: Do you do custom orders?
A: Of course we do! Whether it's for a high-volume order of an existing style, a custom colour of an existing style, or a completely custom designed garment, we can do it for you. With over 30 years of manufacturing experience and overseas relationships with the best factories, we are experts at getting the right product at the right price. Please note custom orders take several months.

Q: Have you received my PO?
A: If your PO has been entered into our system already, then you can track your order online by logging into the Distributor Tools section and going to the Order Status screen.
Here you can track your order every step of the way! If you do not see it after 4 hours , please call customer service.

Q: Did this PO ship?
A:If you have a registered web account with us, you can check the status of any order easily.
By going to the Distributor Tools section and clicking on Order Status, you can check the status of any open or closed orders. So whether your order has just dropped into our warehouse, is being picked, or has shipped, you will know it's status!

Q: Do you have a minimum invoice value?
A: No, we do not have a minimum invoice value. ↑ top

Q: How do I get on your mailing list?
A: Subscribing to our mailing list is easy. Just go to the bottom of this page (or any page on our website) and click on the "Sign Me Up Today" button, or click here. Fill in all fields and click "Subscribe to list". Get ready to receive the latest and greatest from Trimark!

Q: Do I have to pay for shipping charges on back orders?
A: Yes, shipping charges are billed on the main order as well as on each back order.


Q: What are the specs of this style?
A:To find out the specs of any product, go to its product detail by browsing our online catalogue or by entering the style # in the quick search bar at the top of the page on the right. From the product detail page, you can view everything from feature details, sizes, fabrication, download images, selling tools and view the sizing chart and feature icon legend. If you need garment specific sizing, please contact customer service.

Q: What is the fabric weight of style?
A: From any product detail page you can view styles specs, including the fabric weight.

Q: How much will it cost to ship this product?
A: With our preferred carrier, UPS, we have an easy freight system for standard shipping. Please e-mail or call customer service for more details. For express shipping quotes, please also contact customer service and request a shipping quote.


Q: What is HXD?
A: HXD is short for "High Definition with extra dimension decoration".
It brings the very best attributes of both embroidery- (surface interest and high perceived value) and transfer- (unlimited color, expanded placements, incredible clarity and detail), yet it adds an entirely new "dimensional" element which puts it way over the top.

Q: What type of file is needed for HXD logos?
A: An EPS or AI will be needed to create an HXD logo

Q: Is there a set up cost?
A: Yes there is, the set up cost is $360 (A). This set up charge consists of:

  • $80 (A) dimensioning charge
  • $280 (A) tool charge

Q: What is the cost to apply?
A: The standard pricing for HXD is included in the cost of the piece. There is an additional run charge of $2.00 (A) per piece for Metallic and Specialty colours. ↑ top

Q: How big can I make my logo?
A: The maximum size we can do is up to 12 square inches. Non-standard requests for larger imprint sizes cannot be requested.

Q: Can we buy just the emblems and apply them ourselves?
A: No, this offering is exclusive to Trimark.

Q: Where are the emblems created?
A: All emblems are manufactured in Canada and the USA.

Q: Can we wash garments with HXD on them?
A: Yes, we have tested all styles that HXD is offered on with up to 25 wash tests.

Q: Can you dry clean woven shirts?
A: Yes, you can.

Q: What styles can we do HXD on?
A: HXD is an option available on almost every garment. The only exceptions are the Whistler Jacket and Vest, Virden Toque, Fenelon Beanie, Spire Toque and Darien Jacket.

Q: How long does it take to get an HXD order?
A: 48-hour turn time on design renderings and 7 business days for production once we have the approved design and the order is cleared for production.

Q: Can we do HXD as a SureShip order?
A: Not at this time.

Q: Can we do HXD and other methods on the same order?
A: Yes!

Q: Are there samples available?
A: The All Methods shirt is available with HXD on it.

Q: Are there any restrictions to text size, line width, etc.?
A: There are some restrictions when it comes to text, just as there is with any decorating methods. Please see the decorating standards for HXD, or leave it to our creative team to show you what will work best.

Q: Is there a reorder fee?
A: No, HXD does not have a reorder fee.


Q: How do I get a log in or Web account?
A:If you are already a customer of Trimark, please contact customer service and request a web login in. You may either contact them by phone at 1-800-723-8383 or by e-mail at ↑ top

Q: Is there a generic website?
A:Yes there is. You can visit our generic website at

Q: Do you have a french website?
A: Yes. In the upper right hand corner, next to the log in, there is a language option. Select Canada (Francais) and it will change the website to French.


Q: What is your return policy?
A:You can read our return policy by clicking here.

Q: Can I return embroidered or decorated Items?
A: No. Once items have been decorated, they will not be accepted for return for credit.

Q: How long do I have to return items for credit?
A: As a customer, you have 60 days from the date of invoice to return any goods for credit. ↑ top

Q: Can I return my items/order for credit after 60 days from the date of invoice?
A:No, read more about our return policy by clicking here.

Q: How long does it take to receive credit for my return?
A: Usually it takes between 7 - 10 business days.

Q: Can I return goods without an RA#?
A: No. Any goods returned to us without an RA# will be sent back.

Q: Where can I get an RA form?
A:You can download an RA form by logging in and going to the Distributor Download Centre through the left menu. Click on under Distributor Tools and you will find the Return Authorization PDF.

Q: What courier do I use to return items?
A: You may use any reliable courier of your choice. Just ensure that you can track your return and get confirmation of delivery. ↑ top

Q: When I am returning items on my courier of choice, should I keep the tracking number?
A: Absolutely. You should always keep tracking numbers for any parcels being delivered. This ensures your capability of locating your shipment once it has left your business.

Q: If I don't clearly mark the RA# on the outside of the box in which I am returning, what happens?
A: All RA#'s must be clearly indicated on the outside of the box or package or the packages will be refused.


Q: How long does it take for items to get repaired?
A:Usually it takes between 7 to 10 business days.

Q: Do I need and RA# for my repair?
A: Yes. Any repairs go through the same process as returns.

Q: Who can I contact about RA#'s, repairs and other related issues?
A: You may contact customer service at 1-800-723-8383 or ↑ top

About Polyconcept North America

Polyconcept North America (PCNA) is a wholly owned subsidiary of Polyconcept, the world's leading promotional products supplier. To learn more, visit