F.A.Q.
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Can I return something I purchased from a live show or event?
Unfortunately we cannot accept returns on items purchased at a live show or event. If the order was not placed online at our store, we will not be able to accept a return. -
Due to the considerable number of orders that we handle, we ask that customers kindly watch and closely monitor the tracking of their packages once they receive their shipping confirmation email. We are not able to watch the tracking updates for each package that leaves our facility and do not h...
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Due to the wide variety of brands and custom made garments our artists and influencers tend to use we do not have a standardized sizing chart. Any brand or sizing information, if available, can be found in the item description. If you do not see the information listed, please email support@merchn...
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Once your order has shipped, you'll receive an email update with your tracking number. Tracking information may not be updated immediately, but should show some movement within 48 hours.
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If you need to cancel an order, please contact us by phone or email right away. We do our best to process orders quickly, so we can never guarantee that we will be able to cancel your order before it processes for shipping. Email support@merchnow.com with your full name, order number, and the req...
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How do I edit an existing order?
A: Unfortunately we cannot edit orders once they are placed. If you would like to change sizes or want to add or remove something, please contact us right away to cancel your order. As long as it has not shipped, we’ll be happy to help. Once the cancellation is processed, the refund can take up t... -
How do I update my shipping address?
As long as we're able to catch your order before it processes for shipment, making a change to your address is no problem, but because we do our best to process orders as quickly as possible, time for change is very limited. Please email support@merchnow.com with your full name, order number, and... -
How much will my order cost to ship?
Shipping costs are determined by the package’s weight, the distance of travel, and shipment method (USPS, UPS, etc). An easy way to find your shipping options and pricing is to go through the checkout process. You will see your shipping options with final totals before you finalize your order, no... -
I'm an international customer, will I have to pay customs fees?
International shipments may be subject to customs fees upon arrival in the destination country. MerchNow is not responsible for collecting or paying these fees. Customs fees are the sole responsibility of the purchaser and will vary by country and product value. We have no control over how much w... -
I received the wrong item, what do I do?
All of our orders are checked before shipping. If you believe you received an incorrect item, please email support@merchnow.com within 5 days of delivery. Make sure to include your name, order number, a brief description of the issue, and a picture of the item you received by mistake. We'll inves... -
My item is damaged, what do I do?
If you believe your item is damaged, please email support@merchnow.com within 5 days of delivery. You should include your order number, a brief description of the issue, and a picture of the damaged item so that we can investigate. If you have an issue with the playback of a vinyl, CD, DVD, or ca... -
My order is missing an item, what do I do?
All of our orders are checked before shipping, but mistakes can happen. If an item is out of stock and will not be available in the near future you will be emailed and refunded. We recommend checking your spam folder to make sure you did not receive an out of stock email from us prior to contacti... -
My order was delivered in Albany, NY… now what?
Our fulfillment warehouse is in Albany, NY. If your tracking information indicates your order has been delivered in Albany, it means your order has been returned to us. We will process a refund for the item(s) on your order, but cannot refund the shipping costs paid on the order. Refunds may take... -
My order was marked delivered, but I don’t have it, what do I do?
Packages can take up to 48 hours to land on your doorstep once they have been scanned in as delivered. Please check all surrounding areas and with your neighbors! If you still do not have it and have Route shipping insurance, please file a claim here:https://claims.route.com/ If you did not purch... -
My tracking hasn’t been updated, what can I do?
If you're noticing your tracking information has not been updated in a few days or your package says it was delivered, but you have not received it please contact the appropriate shipping carrier below for assistance. UPS shipment support - 1 (800) 742-5877 USPS shipment support - 1 (800) 275-877... -
We provide estimated ship dates based on several factors, including production time, album release dates, etc. The estimated dates are directly given to us by the manufacturer, artist, and/or label depending on the item. We do our best to make sure these dates are as accurate as possible, but som...
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Payment is processed once you’ve finished the checkout process. Make sure you do not hit submit more than once. Clicking submit twice or more may result in duplicate orders. If you’re concerned you’ve placed a duplicate order, please email support@merchnow.com with a request to cancel and the ord...
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Why does my tracking say "Shipping Label Created, USPS Awaiting Item"?
This means that USPS has picked up your package from our warehouse but they forwarded it to the next mail facility without scanning it in. A package is not considered accepted (even when the mail carrier picks it up) until it is scanned in at a post office or mail distribution center. These scans... -
Why hasn't my order shipped? How long will it take to get my order?
The general processing time is 3 - 5 business days regardless of shipping method. Processing time may be extended during peak shopping seasons.When available, the option to purchase rush processing will be offered. During busier seasons processing time may be extended, and rush processing options...