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Frequently Asked Questions
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General Information
How do I place an order?
We welcome orders through both online and offline channels (you can give us a call to place an order as well). For online orders, you can add directly your items into your shopping cart. If you prefer to place an offline order, kindly download our order forms and email us back at hello@stoles.ca
How do we give you a call?
You may call us at (800) 994 0612.
Do you have any local stores nearby?
As an online retailer, we do not have any. But we assure you that you’ll be given only the best to make your online shopping experience a pleasant one!
Promo/Coupon Code Rules
Coupon Codes cannot be applied to sale items or combined with any other offers or promotions.
Many discounts/promotions hold a minimum purchase requirement amount for eligibility. This amount is the subtotal of the order, calculated before any taxes/shipping fees. This is a fixed dollar amount associated with the code and will not be accepted below the amount.
Coupon codes are limited to one per customer per purchase and are good for a one time use only per customer and can only be used on full price merchandise. The coupon codes have no cash value and if a return is made, your account will be credited only in the amount that you paid – total amount at checkout less the value of the coupon code. Coupon codes cannot be combined with other promotions.
Please note: Coupon codes are not retroactive and price adjustments will not be issued to orders placed prior to the start of any promotion.
How do I receive the quantity discount? How is it applied to my order?
The discount is automatically applied to eligible orders. For the quantity discount to be applied, it must be the same product in the same color.
Please note coupon codes cannot be combined with quantity discount.
Out of stock items
Due to the high demand for our products, especially during graduation season, certain items may be temporarily unavailable or on backorder. As our inventory is constantly evolving, the "In Stock" status displayed may not always reflect real-time availability. We strongly recommend placing your order as early as possible to ensure timely fulfillment. In the event that the item(s) you ordered will not be in stock by your required date, our customer care team will collaborate with you. Whether it involves substituting a color, size, or item, or providing a credit/reimbursement, we are committed to assisting you. While we aim to dispatch all stock orders within 72 hours, backordered items may occasionally cause unforeseen delays. If you experience a shipping delay, feel free to reach out to our customer care team for updates on your order.
Product Information
Can I order a sample?
Please email us what you are looking at and the quantity needed and we will get back to you.
What if my school orders with a different company?
We welcome anyone to order with us! Although, we cannot give assurance or be held responsible for our gowns’ colours matching another company’s gowns. We provide unique shades of gowns are not the same with another vendor's products.
The color does not match my university regalia?
We do not color match. We have a very specific set of fabrics. We cannot guarantee that our fabric colors will match with another supplier’s fabrics.
I don’t see the color I need. Do you provide any that aren’t listed?
You can email us the color that you need, we will get back to you with a closed match.
We can color match some products if a bulk order is placed.
What is a graduation stole? Can I wear a stole for my graduation?
A graduation stole is a decorative sash worn by graduates during commencement ceremonies. Stoles are often made of a silky or satin-like material and are worn draped around the neck and over the shoulders, hanging down the front of the graduate's gown. They come in various colors and designs, and the choice of stole often signifies certain achievements, honors, or affiliations.
Graduation stoles are commonly used to denote academic honors, membership in honor societies, or participation in specific programs or activities. Different colors and patterns may be associated with various academic disciplines, achievements, or organizational affiliations. The wearing of graduation stoles adds a personalized and symbolic touch to the traditional graduation attire, allowing graduates to showcase their accomplishments and affiliations as they celebrate their academic achievements.
Can you help me with a mockup of the custom stole I want to order?
Email us the information of what you are looking to order and we can create a mockup for you.
Please provide in the email:
- Quantity and Needed by Date
- Stole Color
- Trim Color (if any)
Color Options are Antique Gold, Black, Brown, Emerald Green, Gold, Green, Hunter Green, Light Blue, Maroon, Navy Blue, Orange, Pink, Purple, Red, Royal Blue, Silver or White. - Embroidery or Print
- Length: 31", 33", or 36"
- Width: 3.2", 4.5", or 5"
- Text/images on right, left, or both sides. Please attach any images/logos that you want to use. PNG file is preferred but a high-quality JPEG will work.
Can I return/exchange my custom stole order?
Unfortunately, we do not accept returns or exchanges for any custom orders.
Can I customize one stole?
Minimum order of 8 pcs for custom orders.
What is the difference between Embroidery, Printing and Sublimation?
Embroidery, printing, and sublimation are three different methods used for decorating apparel. Each method has its own unique characteristics, advantages, and limitations. Here's a brief overview of the differences between embroidery, printing, and sublimation on apparel:
- Embroidery:
- Printing:
- Sublimation:
In summary, the choice between embroidery, printing, and sublimation depends on factors such as the design complexity, desired look and feel, fabric type, and intended use of the apparel. Each method has its own advantages and considerations, and the best choice will vary depending on the specific requirements of the project.
How do I select the length of my custom stole?
- Some academic institutions have specific guidelines regarding the length of graduation stoles.
- Check with your school's graduation office or ceremony organizers to see if there are any recommendations or requirements for stole length.
- Consider the overall look you want to achieve with your graduation attire. Ensure that the stole complements your gown and other accessories.
- Some graduates prefer a longer stole for a more dramatic effect, while others may opt for a more understated length.
Please note 25" is used for kindergarten and pre-school graduations.
31" or 33" are most used for elementary and high school graduations.
33" or 36" are most used for College and Universities .
Which fabric do you offer for stoles?
All our traditional stoles are made of satin, 100% polyester.
They cannot be made in another fabric except for our v-neck stoles that can be made in matte fabric as well.
Placing an order
1. How long does it take to get my order?
This is an important question and it comes up often. There are two times you need to be aware of and you need to add them together to get an estimate of how long it will take to get your order.
First there is a processing time. All orders with in-stock stoles take 2-4 business days to process your order and ship out. Second there is the shipping time (which is not the same as the processing time). It takes about a week for standard shipping (5-8 business days). You can reduce this time by paying for faster shipping such as 3-4 business days. Just remember the shipping time is in addition to the processing time. You need to add together both the production time and the shipping time to get a time estimate for your order.
* All custom stoles take 2-3 weeks to process and produce plus the shipping time.
2. How much does shipping cost?
Shipping costs vary depending on your selection of shipping method and order amount. You can check the shipping cost by simulating placing an order on our website and then canceling out of the order and empty your cart before filling in the payment information. We ship all graduation stoles by USPS, Fedex or DHL. And of course faster shipping methods cost more.
3. Do you ship outside of Canada and USA?
We will ship to some foreign locations. Such locations generally include Europe, South America, Japan and a few other locations. You can check if your country is available by simulating placing an order on our website. We can also place the order over the phone if you do not find your country. However because such shipments often involve the peculiarities of the various tariffs trade and import/export laws around the globe we may not be able to ship some orders overseas due to the cost of researching the laws for that location. Also if possible it is always easier for us to ship to a US/CA-based shipping address and you will always save on shipping costs if you can arrange for a US/CA-based address to receive the shipment. At this time due to advice from our bank concerning trends in fraud we reserve all rights to deny or proceed with orders shipping internationally.
* Stoles.ca IS NOT RESPONSIBLE FOR ANY DUTY VAT TAX OR ANY OTHER FEES ASSOCIATED WITH IMPORTING OUR PRODUCTS. We cannot look up the final cost to you as your home country may (and often does) charge a fee at the destination. We cannot look up this information (and it often varies based on international law and code changes). We also cannot accept a rejection of that fee after the shipment leaves our factory and we cannot offer a return for a refund. Your home country will demand that Stoles.com pay the fee before receiving the returned item and Stoles.com cannot pay that fee. If you order from overseas you must either pay any import fees and duties your home country charges or else abandon the item or receive no refund.
4. What methods of payment do you accept?
We accept payment by credit card (VISA Mastercard Discover American Express) Pay Pal money orders or certified checks. * Restrictions may apply on check acceptance.
5. My credit card was rejected by your online ordering system but I know my credit card or check is valid and has enough money to cover this order. Why won't your system accept my credit card?
Most credit card rejections are because your address does not match the address on record with your credit card company. Sometimes it's just a matter of a single digit off a mis-capitalization a dash or something very minor like that. Please try to re-enter your address to match what your credit card company has on file.
You can also give us a call to place the order over the phone.
6. I tried to make a purchase several times but each time your system rejected the order (probably due to an address issue as explained above) and then my credit card or checking company called and said you had charged me for each transaction!
Actually your credit card security department is seeing the inquiries to your account not actual charges. Sometimes the inquiries appear as charges at first (ghost charges). Don't worry we didn't charge you for all those transactions. In a day or two the bank will remove all those charges on your account after they see no actual money was transferred. If we ever do make a mistake in overcharging you rest assured we will refund your money.
7. I see on your website "As Low As" pricing. After I place my order I am charged a higher amount. Why?
Stoles.ca offers bulk pricing. Which means the more of an item you order the lower the price per item is. Please click the item you are interested in on our site to see the bulk pricing chart for each item.
I need my regalia by a specific date. What do I do?
We do not 100% guarantee any specific date. You can give us a call or send over an email before purchasing to see if we can try to meet the date.
Is there a minimum quantity?
There is a minimum quantity for our custom stoles and our custom diploma covers. For the custom stoles, we require at least 6 to be ordered. The design must be exactly the same on all 6. If there is any variation on the design, 6 of each design must be ordered.
There is not a minimum for the in-stock products.
Can individuals order through you or does it have to be a school?
We can do both. We are a third-party vendor and we do not keep any information about any specific regalia on file. You will need to obtain that information before ordering with us.
Please also, keep in mind, that if your school does order through another company, we do not color match.
Do you provide school pages?
Yes, we do. Please email us at hello@stoles.ca with products, quantity and delivery date needed. We will get back to you with pricing and a private page for your students to place an order
Why can’t I add an item to my cart?
In order to add items to your cart, all available options must be selected. For example, you must select no/none for piping on a hood if you don’t want it.
Do you accept purchase orders? How do I get an official quote?
Yes, we accept purchase orders. Please contact us via email with the details of your order, we will get back to you with a quote and w9.
Didn’t receive an order confirmation?
An automatic confirmation email is sent when you place an order. You must provide an email address to receive it. Tracking is sent via email as well. Please be sure to check your spam/junk folder if you have entered an email but did not receive confirmation. You can also reach out via email. If you send an email, please provide the name on the order, or the email used so that we can find your order. We will not be able to find the order with a phone number.
Shipping
How quick will I receive my order?
All orders for “In-Stock Products” will ship out within 1-4 Business Days. We offer Quick Processing (options which expedite your order handling and overall delivery time); however, you must submit your request on our contact us page or email us. Additional fees may apply.
If your Order contains a “Custom Product”, the entirety of your order processing time will be approximately 2 – 3 weeks. Expedited processing options are available for “Custom Products”. Please email us prior to process your order so we can confirm that we can deliver your order on time. Prior to checking out, please review your order and be aware that by placing this order you understand and accept the extended 2 – 3 weeks processing time.
Shipping time is not the same as the processing time and takes about a week for standard shipping (5-8 business days). You can reduce this time by paying for faster shipping such as 3-4 business days. We do offer overnight shipping as well, please email us if you would like to have your order shipped with this shipping method.
Please remember the shipping time is in addition to the processing time. You need to add together both the production time and the shipping time to get a time estimate for your order.
The shipping time and processing time are estimated and does not guarantee the delivery by a specific date or time.
Let us know what you are looking to order and the needed by date and we can give you an estimated delivery date. We can also offer different options to deliver your order on time.
How much does shipping cost?
Shipping costs vary depending on your selection of shipping method and order amount. You can check the shipping cost by simulating placing an order on our website and then canceling out of the order and empty your cart before filling in the payment information. We ship all graduation stoles by Fedex, USPS or DHL. And of course faster shipping methods cost more.
What do I do if the shipping carrier lost my package? What do I do if my address is incorrect on the order?
Contact the carrier first if the package is marked as delivered but you have not received it. They will open an investigation as to the whereabouts of the package. If the package is deemed lost, please email us with your order number and full shipping address, we will open a claim with the carrier. If the shipping address provided was wrong, no refunds or cancelations will be processed.
Once an item has been shipped, we cannot change the address.
If you send us an email to change an address, and you did not received confirmation that the address has been changed before it ships, the address was not changed and it is your responsibility if the package is lost.
If the package is returned to us by the carrier, you will have to pay additional shipping to be redelivered. Refunds will be processed once the package has been received. Shipping cost and 13% restocking fee will be applied.
I sent the email to cancel my order, but it has been shipped. What do I do?
If you do not receive confirmation from a customer service representative via email/phone, the order has not been cancelled.
For any custom items, you must reach out within 24 hours to cancel or to make any changes.
For in-stock items, if it has been shipped, it cannot be cancelled. We will have to process a return.
When does processing start?
Processing time starts immediately.
Your in-stock products, we usually ships within 24h to 48h.
If you order a doctorate gown with a chest emblem or custom diploma cover, we will always send a mock-up for you to approve.
Processing of these items will not begin until we receive approval.
Returns and Exchanges
In the case of returning item/s, what is your policy?
Product requests for returns/exchanges must be made within 14 days from the date the product was shipped.
For more detailed information about our policy, please visit our Refunds and Returns page.
How do I send my items back?
Please visit our Refunds and Returns page, you can provide us your order number and email address and we will process your request.
When will I get my refund?
To receive a refund for the purchase price in the original form of payment we must be made aware within 14 days. Please make sure all return processes are done promptly so we are able to work on your replacement product or refund in a timely manner.
For more detailed information about our policy, please visit our Refunds and Returns page.
How do I do an exchange?
Please email us with your order number within 14 days of delivery, we will send you our return form. We advise customers to place a new order online and the items returned will be refunded for a quicker process.
Can I return my custom items?
Custom orders are non refundable.
I received the wrong/damaged products. I am missing an item. What do I do?
Upon confirmation of your claim, we will gladly proceed with the replacement of the specific product or order. It's important to note that replacement items will be reshipped via Standard Shipping at no extra cost. If expedited shipping is required, an additional fee will be applied. This underscores the importance of ordering in advance and promptly inspecting the shipment upon delivery.
If you product is damaged, please email us pictures at hello@stoles.ca with your order number.