FREQUENTLY ASKED QUESTIONS

Can I return an item purchased in the retail store?

You are eligible for a full refund if the gear is new/unused and it should be returned within 30 days of purchase.
The products should be in its original packaging, with manufacturer tags attached, and should not been worn or washed.

How do I place a retail order on your website?

Locate the desired product for purchase.
Click on the "Add to Cart" button.
When your shopping is complete, go to your cart.
Follow the provided prompts to finalize your order.

What steps should I take to ensure the right fit for my purchase?

Heini provides a limited 6 month manufacturer warranty for all their products, which covers defects in materials and workmanship. However, this warranty does not apply to normal wear and tear. Custom products, being made-to-order on demand, cannot be returned unless there is a manufacturer defect. On the other hand, retail collection items (non-customized) can be returned for a full refund or exchange if they are unworn and accompanied by the receipt.

How do I find my size?

We recommend taking note of specific body measurements and consulting the relevant sizing chart that corresponds to the particular product and style you're looking to buy.
Additionally, we highly recommend coordinating the availability of sizing samples for your team to try out. For more detailed information, please refer to this location.

How long will it take for me to receive the order?

Retail - 7 to 14 days
Custom - 3 to 4 weeks from design and order confirmation
Team Store - Check with your team manager

Will all the products have "HEINI" logo?

All our retail products feature the standard Heini Sports logo.
However, if you place a custom order, it can be created without the Heini logo.
Also, if you're comfortable with the Heini logo on your custom apparel, you'll receive an extra 10% discount.

Do I get any warranty for the products I purchase?

Heini provides a limited 6 month manufacturer warranty for all their products, which covers defects in materials and workmanship. However, this warranty does not apply to normal wear and tear. Custom products, being made-to-order on demand, cannot be returned unless there is a manufacturer defect. On the other hand, retail collection items (non-customized) can be returned for a full refund or exchange if they are unworn and accompanied by the receipt.

Can you help me design my custom order?

Certainly!! Heini has a skilled team of more than 50 designers who can assist you in transforming your concepts into reality.

Can we create any design in the garment?

Indeed, we utilize sublimation technology to digitally imprint a wide range of designs. The final output closely resembles the digital design, with only minor variations. Please be aware that in some instances, particularly for specific models, there exists a slight possibility that the design might not perfectly align with every panel on the garment.

Do you charge extra for designing?

Absolutely not, there are no additional or concealed fees for the design process. We're delighted to support you in achieving the precise design you desire. You're welcome to make as many adjustments as needed to perfect the design for your new kit.

Can I preview a test print of my design before production begins?

Absolutely, although this isn't a regular practice, there will be an additional charge associated with test prints if you ask for them.
Please be aware that in certain instances, including this additional phase could potentially extend the design timeline by approximately two to three weeks, considering the time required for the test print to be shipped.

Do you charge for shipping?

No, we offer free standard shipping on all bulk/team store orders. For individual or small quantity orders, shipping costs may apply and will be clearly shown during checkout.

How long does shipping take once my order is ready?

Once your order is complete and ready to ship, delivery typically takes:

2–5 business days within Canada & the US
5–10 business days for international shipments
We’ll provide tracking info as soon as it ships.

Do you provide tracking information?

Yes! Once your order is shipped, you'll receive a tracking number via email, so you can monitor your package in real-time.

What if my package is delayed or lost in transit?

If your package is delayed or appears lost, contact our support team. We’ll work with our shipping partners to track or resolve the issue. If it’s lost, we’ll help with a replacement order where applicable.

Do you ship internationally?

Yes, we ship worldwide. Shipping costs and delivery times may vary depending on the destination and order size. For international team orders, we offer free shipping above a certain quantity.

What courier services do you use?

We primarily use trusted carriers like Canada Post, UPS, DHL, and FedEx depending on your location and the size of your order.

How do I place a team store order on your website?

Locate the desired product for purchase.

Click on the "Pre Order" button.

When your shopping is complete, go to your cart.

Follow the provided prompts to finalize your order.

Note

You can also add retail products to the cart while placing a team store order.

All products will be delivered to the Team Manager.

Am I eligible to open a team store?

All our customers are eligible to open a team store. Please request your sales representative to explain more about the process.

Is there any additional charges to open a team store?

There is no extra charges to open a team store.

Do you offer refunds on custom apparel?

Since all our products are made-to-order and customized, we generally do not offer refunds unless there is a manufacturing defect or sizing error on our part.

What if the item I received is defective or incorrect?

If there’s a manufacturing defect or the design/sizing doesn’t match your confirmed order, we will replace the item at no cost to you. Please contact us within 7 days of receiving your order with photos and details.

Can I return or exchange a custom item if it doesn’t fit?

Due to the personalized nature of custom apparel, we cannot accept returns or exchanges for size issues unless the sizing delivered is different from what was ordered.
We highly recommend trying our free size kit before placing a team order.

What is your refund policy for non-customized items?

For standard, non-custom items (if applicable), we accept returns within 14 days of delivery. Items must be unused, unwashed, and in original condition. Shipping costs are non-refundable.

How long does it take to process a refund?

If your case qualifies for a refund (non-custom product or approved defect), please allow 5–7 business days for the refund to reflect in your account once approved.

Do you refund the shipping charges?

For standard items, we do not refund shipping unless the return is due to our error. For custom orders, shipping is generally free and non-refundable.

Can I cancel my custom order?

You can cancel your custom order within 24 hours of placing it. After that, we begin production and are unable to offer cancellation or refund.

What is the minimum order quantity (MOQ) for custom apparel?

Our minimum order quantity typically starts at 10 pieces per design, but this may vary based on product type. Please contact us for exact details.

Can I order a sample before placing a bulk order?

Yes! We offer custom samples so you can assess fabric quality, fit, and design accuracy before committing to a full order.

How long does it take to receive custom orders?

Custom orders are usually delivered within 3–5 weeks from the date of final design approval. We’ll give you an accurate timeline before confirming production.

Do you offer both men's and women's fits?

Yes, we offer separate men's and women's fits for most of our products to ensure optimal comfort and performance.

Which sizing system do you follow — EU or US?

We offer both EU and US sizing references on our website for all retail and custom orders, making it easy to choose the right fit. However, our physical size kits are based on European sizing.

What if I don’t have a design yet?

No problem! Our design team can help you from scratch. Just tell us your vision, colors, and sport — and we’ll create something tailor-made for you.
No additional design fees!

Can we reorder the same design later?

Yes! We keep your designs on file, so you can easily reorder any time — whether it’s for new team members or seasonal restocks.

What type of customization is possible?

We offer full sublimation printing with options for adding names, numbers, logos, pockets, zippers, reflective elements, and more — all depending on the model and your needs.

Is there a design or shipping charge for custom orders?

Nope — we offer free design services and free shipping on all custom orders.

Do you offer international shipping for retail orders?

Yes! We ship worldwide. Shipping costs and delivery times vary based on your location and will be calculated at checkout.

How long does delivery take for retail orders?

Retail orders are typically processed within 2–4 business days and delivered within 7–10 business days depending on your location.

Can I return or exchange a retail item?

Yes, retail items can be returned or exchanged within 7 days of delivery, provided they are unworn, unwashed, and in original condition. Please check our Return Policy for more details.

Which sizing system do you follow — EU or US?

We offer both EU and US sizing references on our website for all retail and custom orders, making it easy to choose the right fit. However, our physical size kits are based on European sizing.

How do I know which size to order?

Each product page includes a detailed size chart. If you're unsure, feel free to message us and we’ll help you find the best fit.

Can I track my order?

Yes! Once your order is shipped, you will receive a tracking number via email so you can follow your delivery.

Are retail items the same quality as your custom gear?

Absolutely! Our retail collection uses the same premium Italian & Swiss fabrics and performance technology as our custom team gear.

Can I personalize a retail item with my name or logo?

Retail items come as-is. For personalized designs, please check out our custom team store options or contact us to start your own custom project.

I saw a product on Instagram but can’t find it on the website. What should I do?

Some products may be limited edition or available only through team stores. DM us or email us at [your email] and we’ll be happy to assist you!

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