Frequently asked questions

If you prefer to send us an email directly please send your email question or request to


Send your request to or call us at 905-569-1605, we will gladly direct you to the appropriate person.


Refunds or credits are based on a case-by-case basis. For standard items, a restocking fee may apply. Custom items are non-refundable.

If you would like to share your experience, please send it to your account manager who will in turn forward to our management team for review.

We accept all major credit cards, please contact reception at our main number 905-569-1605 for payment processing. We also accept cheques and EFT payments.

Please tell your account manager that you would like to apply for terms and they will have our accounting team send you an application for approval. Please note that this process takes time and terms will not be available for your initial order.

Please contact your account manager to check availability for assistance with in-store installation.

We can typically get you an estimate for standard products within a few hours. Please note that custom projects require more time, and time will depend on the complexity.

Graphics are 3-5 business days from approved art files. Standard hardware & light boxes are 5-7 business days. Timing for custom items are based on complexity of the project. McRae will always work with you to meet your deadline, please discuss timing with your account manager.


Please contact your account manager or email

Please contact your account manager or email

Please see the “Fabric Care” PDF in our DOWNLOADS section.


Please navigate to our DOWNLOADS section, the standard templates are listed by product. For custom items, please contact your account manager.

Design services are available at $95 an hour. Your account manager can get a rough estimate as to how long your specific project will require. Time may vary based on the complexity of the project.

Please see the “SEG Graphic Installation” PDF in our DOWNLOADS section. Following these directions will yield the best results.


Yes, you will receive an auto-email with shipping and tracking information. You can contact McRae Imaging if this information fails to reach you.

McRae uses several major couriers including FedEx and UPS. We also have same-day couriers at our disposal. You specific needs will dictate what method is used.

Yes, contact your customer service or sales representative and provide the details, including the destination. postal/zip code. Please note this rate will be subject to change as our rates fluctuate daily. Please note that all shipments to the US require the destination’s EIN (tax ID) number.

Absolutely, when placing your order please notify your account manager that you’d like to arrange pick up. You will be notified once the project is complete and ready for pick-up.

Yes, when placing your order please notify your account manager that you’d like to pick up directly, you will be notified when the order will be ready.