Frequently asked questions

A. Yes! All our products come with templates so you can create the design you want yourself. Whether it’s for socks, a lanyard, or any other accessory, you have everything you need to personalize your product like a pro.

A. No worries! Our graphic design team can create your design for free. This option is available for all products offered by Macaron.

A. The design service includes the creation of the visual and standard adjustments within the allocated hour. For a more efficient process, we recommend consolidating your feedback before sending it to us. Additional fees may apply if further changes are needed beyond the planned time. 

A. For our team to create your design, please provide: 
o All logos, fonts, and PMS colors you wish to use 
o Accepted file formats: AI, EPS, or vector PDF 
o Fonts must be outlined, and if your design contains strokes, these must also be outlined to avoid any distortion

A. Yes! For socks, we provide a sample photo for approval before production. If you wish to make changes at this stage, a $150 NET fee applies. This option is also available upon request for lanyards.

A. Send an email to your account manager and specify the desired product. 
o For items priced at $20 NET or less, the sample is free, plus shipping fees. 
o For higher-value items, pay 50% of the net price from the first column, plus shipping fees.

A. Yes, depending on available inventory. If the requested size is not in stock, we will offer the closest available size.

A. 

• Recognized for our excellent customer service, we have over 40 years of expertise in socks, lanyards, and accessories

• Part of our production is done locally at our warehouse in Repentigny, in Quebec

• Competitive pricing without compromising on quality

• From small projects to large-scale orders, our MOQs allow us to adapt to all needs.

• Free design development at any time.

A. Payment terms are determined according to the terms agreed upon with your account, either CBD or Net.

• CBD: Payment must be made in full before delivery or order pickup.

• Net: Payment is due within the specified timeframe after delivery or order pickup.

We offer four payment methods:

• Credit card: Available only upon prior request, with an administrative fee.

• Interac e-Transfer, direct deposit, and check: Available at all times, with no administrative fee.

A. You have two options:

1. Delivery by one of our authorized carriers

2. Pickup at our Repentigny warehouse during our business hours

A. Yes. You will receive a tracking number as soon as your shipment is en route so you can track your package. 

A. Please contact us as soon as possible so we can address the situation and make the necessary inquiries with the carrier. 

A. Yes. We ship internationally. Delivery times and rates vary depending on the destination. 

A. Delivery times vary depending on the destination. As a guide, for addresses in Quebec, delivery generally takes between 1 and 3 business days, and elsewhere in Canada, allow between 1 and 5 business days.

A. Shipping costs vary depending on each order. We use a system that automatically compares rates from our partner carriers (selected according to our quality criteria) to obtain the best price. The cost depends in particular on the weight, dimensions of the packages, the delivery address and certain variables such as the price of fuel. 

A. Here are the steps of the process:

1. You send us your request, including your visuals, by email. 
2. We send you a purchase order for approval, including items, quantities, preferences, delivery or pickup method, contact details, and pricing. If credit card payment has been requested, the administrative fees will also be included.  
3. Once the purchase order is approved, we send you a design preview for approval.  
4. After the design is approved, production begins. If your account is on CBD payment terms, a payment request will be sent at that time.  
5. Once your order is ready (and payment is completed, if applicable), you will receive an email with the tracking number or pickup details, depending on the option selected at order confirmation. 

A. Yes. An account manager is assigned to each of our clients upon account opening. You can contact them by email or phone for advice and support. 

A. It depends on the product. Many items have no minimum order quantity (a quantity of 1 is possible). When a minimum order quantity is required, it is clearly indicated on the product page or in the catalog. 

A. Yes. Volume pricing is available for all our products and is indicated on our website and in our catalogs. 

A. Production time varies depending on the product (see catalogs) and begins once the artwork is approved. Delivery time is then added and depends on the shipping address. 

A. Rush production is available on some orders, subject to an additional fee.
This service is limited and offered only under certain conditions (please ask your account manager for details).