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🚨 We are experiencing delays with retail orders due to garment stock issues industry wide. Please email info@merch.house for an update.
🚨 We are experiencing delays with retail orders due to garment stock issues industry wide. Please email info@merch.house for an update.

We got your back!

You can find answers here to FAQs for retail,

campaign and bulk orders you've placed.

RETAIL ORDER QUESTIONS

What is a retail product?

A retail product is a made to order product that you can find and purchase in our Marketplace and our Chapter Stores. Retail products do not have any minimums (unlike bulk orders - see below), are produced and shipped right after you make the purchase (unlike campaign orders - also see below) and can be purchased at any time.

How long does it take for my retail order to arrive?

Every order is made to order so we need about 8-10 business days to produce your order. From there, we ship your order using USPS or a similar service and that can take an additional 4-5 days depending on where we’re shipping to. In total give it about 2 weeks but we’ll do our best to get it out asap.

What’s your return or exchange policy? 

We try to keep things simple and straightforward. We’re happy to accept returns or exchanges within 10 days after your product was delivered. Since every item we make is a made to order item, we can’t refund you but we’re happy to issue you store credit. All items must be in its original brand new condition and you have to pay the return shipping back to us.

Please ship all products back to:

Merch House

24932 Avenue Kearny Unit 2

Valencia, CA 91355

Send an e-mail to info@merch.house and let us know that you’d like a return or an exchange. We’ll keep an eye out and help process your request!

How do I track my order?

Once your order ships you will receive an e-mail with tracking. We ship using USPS so give it about 24 hours after you get the tracking e-mail for USPS to update its tracking.

Can I pay for expedited shipping?

Unfortunately not at this time. Since we use USPS to ship retail orders and USPS does not guarantee delivery times, we are not able to expedite or guarantee delivery times.

Can I change my shipping address?

As long as we haven’t shipped your order, contact us at info@merch.house and we’re happy to update your shipping address.

What can I do if my order is lost or stolen?

Once we ship your order, it’s in USPS’s hands and there’s not much we can do if your package is misdelivered, lost or stolen. We will provide you with tracking information on every order to prove shipping and delivery. We recommend contacting USPS (or the shipping company) to follow up on tracking or to file a claim if your package is lost or stolen. After speaking with USPS (or the shipping company) and your issue is still not resolved, please contact us and we’ll do our best to help you out.

What is your policy on damaged products?

If you received a product with clear production defects (such as printing errors) please contact us and we will be happy to help you.

My package was returned to Merch House. Can you send it again?

Usually a package gets sent back to us because of a shipping address error. Please ensure your shipping address is correct prior to checking out. We will charge you shipping to ship it out again.

Can I cancel my retail order? 

You can cancel your retail order within 12 hours after purchase. However, if production has begun or your order has already been shipped, we cannot cancel your order. Please e-mail info@merch.house with your order number to make a cancellation request.

CAMPAIGN ORDER QUESTIONS

What is a campaign product?

A campaign (some people also call this group buy) product is a product link that stays open for a set period of time and has to reach a certain number of sales in order for the product to be produced. The product is usually priced at a lower price because lots of people are buying the product at the same time.

How long does it take for my campaign order to arrive?

Campaign orders usually take a bit longer to receive for a number of different reasons. Campaign orders are not produced until the campaign ends or until the campaign goal is met. Sometimes the campaign organizer will extend the deadline to purchase if the campaign is still shy of its goal. We need another 1 - 2 weeks after the campaign has ended to produce and fulfill all the orders. Finally, the pick up or shipping method you chose (see below) can also affect the speed in which you receive your order.

If you’re looking for a status update, check the campaign link or send us an e-mail at info@merch.house.

Note: if you purchased a retail and a campaign product in the same order, we will ship the order out when both orders are complete.

What’s the difference between the pick up and shipping option?

We provide two options to get your campaign order:

1. Pick Up (free shipping)

If you know the campaign organizer (his or her name will be published on the campaign link page) and it’s easy for you to pick up your order from the organizer.

2. Shipped to Your Address Entered at Checkout (shipping and handling added on top)

If you do not know the campaign organizer or just simply want the order shipped directly to you, choose this option. There will be some additional shipping and handling charges but you will receive a tracking number once your order ships.

I opted to pick up my order but haven’t heard anything from the campaign organizer. What can I do?

Send us an e-mail at info@merch.house with your order number and we’ll gladly put you in touch with the campaign organizer to arrange pick up!

Can I cancel my campaign order? 

Unfortunately we can’t cancel a campaign order once it’s placed. The campaign has sales goals it needs to hit in order for the order to be produced . Or, it’s raising funds for a philanthropy so there’s a lot of things depending on each order. However, we’re happy to give you store credit if you don’t want the campaign product.

Can I return or exchange my campaign order?

Unfortunately we can only offer store credit if you want to return or exchange your campaign product. Campaigns are set up with it’s own pricing and we usually only produce just enough to make sure we fulfill everyone’s campaign order. Also, if it’s a philanthropy, we may have already donated the proceeds from your order to the charity already.

BULK ORDER QUESTIONS

What is a bulk order?

A bulk order is an order where at least 24 pieces of the same design is ordered and shipped in one shipment to you.

How long does it take for my bulk order to arrive?

The standard turnaround time for a bulk order is 10 business days. That means we can get the order in your hands 10 business days after you approve the design and pay for the order. If you arranged a specific delivery date with your community manager, please contact info@merch.house and we’ll help you out. Every bulk order we ship will have tracking via UPS or a similar service.

Can I return or exchange a bulk order?

We provide detailed information regarding all aspects of your bulk order when you check out. This information includes the garment we will print on, the sizing breakdown, and the design (including detailed proofs of the design). Once you make payment, you are approving these details “as is” and we will print according to what you approved. As long as we’ve produced your order to the specifications you approved, we do not allow returns or exchanges.

If you are dissatisfied with your bulk order for any reason, please contact us and we’ll help resolve the issue.

Can I cancel my bulk order?

You may cancel your bulk order as long as we have not printed or produced your order. However, please note ALL cancellations will be subject to a 15% restocking fee (we will only refund 85% of what you paid). Please contact us if you would like to cancel your order.

RATHER TALK TO A HUMAN BEING?

HIT US UP!

Email us: info@merch.house

Text us: 213-880-1378