SUPPORT

FREQUENTLY ASKED QUESTIONS

Welcome to our Frequently Asked Questions page. You will find most of the answers to your questions on this page, but if you can't find an answer to your particular question, please email score@theultimatecards.ca.

General Information

We are opened for business! 

We are accepting and processing orders, however, due to these uncertain times extra safety precautions have been implemented. These measures are to ensure the health and wellbeing of our customers and staff.

What does our “new reality” due to COVID-19 look like at The Ultimate Cards? 

We are abiding by the recommendations and measure set in place by the Ontario/Canadian Government and constantly keeping up-to-date with the latest news surrounding COVID-19. 

We are taking extra time and precautions during production. Our staff are wearing extra protective equipment to minimize the contact we have while they handling your cards. The measures we are taking may cause a small delay in the ordering, processing and shipping times of your items. 

Will the delivery times be longer?

Our delivery partners are experiencing minor delays to their estimated shipping times. This varies by cities/provinces and unfortunately this is something we have little to no control over. Our Customer Service team are available to answer any of your questions or concerns. 

What steps should I take to protect myself?

Be sure to follow the instructions of your courier in regards to social distancing and other measures upon delivery of your package. Please ensure to wash your hands thoroughly after opening your order.

Our Custom Card builder tool allows you choose the size of card that fits your vision.

We offer cards in 4 different sizes:

Small (7.22″ x 11.72″) – $44.00

Medium (10.10″ x 16.40″) – $62.00

Large (14.20″x 23.18″) – $96.00

Extra Large (20.25″ x 33.10″)  – $158.00

Attention- Please Note

  • Prices vary according to size
  • One proof is provided VIA email once the card is completed by our design team. This complementary proof is provided to all our customers for the “approval to print process” and ensures that the card is at your satisfaction.
  • An additional $10.00 CAD with be charged for each change/edit and proof required. To avoid this please ensure to follow our guidelines for the photo quality that is recommended and photo sizing. You may also add notes for our design team when you are almost completed customizing your card.
  • Our sizing pictures are for illustrative purposes only. For the most accurate estimation, please use the dimensions given above.

Sports fanatics helping sports fanatics!

If you need assistance our awesome support team is here to help. The Ultimate Cards was built as an online based company, therefore we do not have a support telephone number. 

Ways to get in Touch

CHAT– Please click on the chat button to start a conversation. You may receive an automated response if it is after hours or if all our Support Team Staff are assisting other customers. Our Support Staff are real people not robots, we are always eager to lend an ear and helping hand- You won’t wait long to get an answer to your question because we work quickly and efficiently. 

EMAILscore@theultimatecards.ca 

Send us an email for support or general inquiries and we will get back to you ASAP. 

We currently accept Visa, Mastercard, Apple Pay, Google Pay and Shop Pay as payment methods.

Are you a Sports Club, or would like to order 5+ cards from The Ultimate Cards? 

We offer bulk discounts up to 20% off, the more you order the cheaper the cards will get.

Check our bundle chart below:

Oder 5+ Cards = Get 5% Off
Oder 10+ Cards = Get 10% Off
Oder 15+ Cards = Get 15% Off
Oder 20+ Cards = Get 20% Off

If you are interested in getting a quotation be sure to contact us via chat or email: score@theultimatecards.ca

If you are a Sports Photographer we can help to increase your catalog and offer a business incentive at great rates.

Please email us at score@theultimatecards.ca to get all the info! 

Our Process

We are currently only accepting orders and shipping within Canada. We will be shipping worldwide at a later date. Unfortunately, due to the current COVID-19 situation, you might experience some minor delays in our processing time.

Service Production:
Standard Production 5-7 Business Days

Shipping Time:
Business Days Approximately 7 Business Days 

  • Please note business days does not include weekends and holidays.  
  • The above chart displays our normal standard times however due to unexpected delay and circumstances the production or delivery times can vary.
  • Please note that we can’t control or speed up delivery times once your card is dispatched, as it has already been provided to the courier company.
  • Your image should contain the person’s head, shoulders and chest. These should fill as much of the image as possible.

  • The further away the person is, the more likely your photo will be blurry or pixelated when printed. Please try to select a photo where your subject is clearly visible against the background

  • Your image should be taken in good lighting

  • Please try to refrain from uploading images from websites such as: Facebook, Instagram, SnapChat, Tik Tok, etc. These photos reduce the quality of the images when they store them online. Please use the original photo file wherever possible (from your phone or camera).

  • Please try to refrain from uploading screenshots and images received via Whatsapp or any other messaging platform.

  • If you didn’t take the photo, you can always ask whoever did to email you the original file.

If we notice your image is of poor quality, we will try our best to get in touch, however this is not a guarantee. Our design team will do the best they can with the image provided, please note it remains the customers responsibility to provide the suitable/proper photo.

What background image? All you have to do is provide us with the full image and our Design Team will remove the background from your photo.

* Please note what you see on the website is just a preview and not the final design, you will receive an email which includes a full ready to print complimentary proof with the background removed.

As per below:

LEFT

Example of what your card may look like when you are using our customization tool.

RIGHT

Example of what your card will look like when you receive your complimentary proof from our Design Team.

We recommend ordering your card(s) 3 calendar weeks in advance to ensure you receive your product on time. If you are ordering for a special occasion, please order one month in advance as the cards take time to produce. We do not start production until we receive your approval (good-to-go) in order to complete the process.

We are happy to make changes to your order if we have made an error or if the image quality is too poor to proceed. As stated will send a preview of your card once we have finished designing it.

If there are any urgent and essential errors (such as a mistake with the name), please contact us immediately using our email or chat option on our website. If you have already received your confirmation e-mail then please also provide the order number.

Apart from these special circumstances, all orders are FINAL once placed.

Shipping & Delivery Information

Unfortunately, due to the current COVID-19 situation, some couriers are experiencing minor delays, thus meaning delivery times may exceed the estimation we are provided.

After placing your order, you will receive an email reminding you of our standard order processing time.

We will provide you with the following information:

    • An email confirmation with your order number
    • A  separate email with your card preview (your complimentary proof before printing)
    • If needed any updates or requests for information to complete the card and shipping.
    • A separate email to let you know when your card has been shipped (this will include a tracking number). When your order is shipped the email you receive will contain the tracking number, be sure to check your spam folder incase you did not receive the email.

If you are unhappy with the condition of your card when it arrives, please get in touch with our Support Team VIA email or chat. The majority of our shipments arrive in perfect condition, however, if this is not the case with your order then we are always efficient to rectify the issue.

Was the shipment criss-crossed? If you’ve received the wrong card, please contact us immediately VIA email or chat option. Our Support Team will make amends as promptly as possible and get the correct card sent out to you.

Lost? If your parcel has been shipped and the tracking has not updated in around 14-20 business days we are able to identify your parcel as lost and you are eligible for a replacement.

Has it been over 7 business days from placing/approving your order? Firstly, please ensure to check all of your email folders especially your spam or junk folder from any emails that could have gone there. If there has been any issues with your order our team would have emailed you directly regarding the problem.

If you have checked all of your folders and still cannot find any emails from our team please contact us VIA email or chat and our Support Team can look into your order.

A few common issues that would delay an order:

  • Bad quality image provided (please see “Our Process” page regarding image requirements in order to provide the best images for your card).
  • Missing information on your card (such as name, ratings, stats etc).
  • Inappropriate information (we do not accept orders with any inappropriate content or photos)

All of our sales are final, no refunds can be processed due to the fact that all of our cards are fully custom and manufactured on demand specifically for the customer.

Any valid refunds are processed as The Ultimate Cards store credit. This will ONLY allow you to place orders on TheUltimateCards.com

To be eligible for a replacement, your item must have had incurred the following (you must provide photo evidence of damages or mistakes):

  • Has been damaged or lost in the delivery process (please see our “Shipping and Delivery Information” page for further information).
  • A mistake has been made by our Design Team when personalizing your custom card AFTER the PDF proof was approved.

Technical

Designing a card with our Custom Card Builder is quick and easy. With technology sometimes issues can occur. If you receive an error or cannot add your custom card to your cart there are a few tricks you can try:

  • Refresh the web page and try again
  • Try using a different web browser or device
  • Try opening our site in Google Chrome’s Incognito mode
  • Avoid using in app browsers like Instagram and Facebook

If you have tried all of the above and it still doesn’t work, don’t sweat it!  We will be happy to take your order manually VIA email: score@theultimatecards.ca

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At the bottom of the National Flags list there are is an option to select “Other”. By selecting “Other”, you will be able to upload your very own national flag.