Refunds and returns policy
Delivery
When will I receive my order?
It usually takes 3 to 7 days to process an order, after which it is dispatched. Shipping time depends on where you live, but can be estimated as follows:
- United States: 3 – 4 working days
- Europe: 6 – 8 working days
- Australia: 2 – 14 working days
- Japan: 4 – 8 working days
- International: 10 – 20 working days
Where will my order be shipped from?
We work with an on-demand fulfillment company with facilities all over the world!
Will customs duties be added?
Additional customs duties and taxes may be charged for international orders. These charges are not our responsibility and are invoiced by your local customs office. Customs policies vary considerably from country to country. Please check directly with your local customs office to see if they apply duties and taxes to your purchases.
My order should have arrived, but I still haven’t received it. What should I do?
Before contacting us, please help us by following the steps below:
- Check your shipping confirmation e-mail for any errors in the delivery address.
- Ask your local post office if they have your parcel.
- Drop in on your neighbors in case the courier has left the package with them.
If the shipping address is correct and the package has not been dropped off at the post office or your neighbor’s, please contact us at info@merchtemple.com, quoting your order number.
If you have found an error in your delivery address, we can send you a replacement order, but shipping will be at your expense.
Control
How are your products made?
We work with a distributor of print-on-demand products. They operate worldwide, so depending on where you are, your orders are printed and shipped from the site that can do it most efficiently!
How can I track my order?
You will receive a tracking link by e-mail when your order is shipped. If you have any questions about the tracking or shipping of your order, please contact us at support@merchtemple.com.
I have received an incorrect/damaged product. What should I do?
We are very sorry if the product you ordered arrived damaged.
To help us resolve this issue quickly, please email us at support@merchtemple.com within a few weeks with photos of the damaged product , your order number and any other details you may have regarding your order.
Returns
What is your return policy?
We do not offer returns or exchanges, but if there is a problem with your order, please let us know by contacting us at support@merchtemple.com!
Do you offer refunds?
Refunds are only offered to customers who receive incorrect or damaged items. If you are affected, please contact us at support@merchtemple.com with photos of the damaged items and we will arrange for a refund.
Can I exchange an item for a different size/color?
For the moment, we don’t offer any exchanges. If you’re not sure which size is right for you, check out our size guides: we have one for every item listed on our stores, in the product description section. Although it is rare, it is possible that an item you have ordered is incorrectly labelled. If this is the case, please let us know at support@merchtemple.com within one week of receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or refund your money!
Returns policy
Complaints concerning misprinted, damaged or defective items must be submitted within 30 days of receipt of the product. If a package is lost during delivery, all claims must be submitted no later than 30 days after the estimated delivery date. Complaints identified as an error on our part will be handled at our expense.
If you or your customers notice a problem with the products or anything else related to the order, please submit a problem report.
The default return address is Merch Temple’s print provider. When we receive a returned shipment, an automated e-mail notification will be sent to you.
Unclaimed returns are donated to charity after 30 days. If you sell products on Merch Temple and our supplier’s address is not used as a return address, you will become responsible for any returned shipments you receive.
Incorrect address – If you or your end customer provide an address considered insufficient by the carrier, the shipment will be returned to our supplier. You will be responsible for re-shipping costs once we have confirmed an updated address with you (if applicable).
Unclaimed – Unclaimed shipments are returned to our supplier, and you will be responsible for the cost of forwarding them to you or your end customer (if applicable).
If you have not registered an account with merchtemple.com or added a billing method, you hereby agree that all orders returned due to incorrect shipping address or no claims will not be available for reshipment and will be donated to charity at your expense (without us issuing a refund).
Merch Temple does not accept returns of sealed items, such as, but not limited to, face masks, that are not suitable for return for health or hygiene reasons. You hereby agree that all orders returned with face masks will not be available for reshipment and will be discarded.
Sellers on Merch Temple
Customer returns – It’s best to advise your end customers to contact you before returning any product. With the exception of customers residing in Brazil, we do not accept returns for reasons of buyer’s regret. Product returns, including face masks, as well as size exchanges, are offered at your expense and discretion. If you choose to accept returns or offer size exchanges to your end customers, you will have to place a new order at your expense for a face mask or product in another size. Customers residing in Brazil who regret a purchase must contact our customer service department and express their wish to return the item within 7 consecutive days of receipt, providing a photo of the item. The return request will be evaluated to check whether the product has been used or destroyed, even partially. In such cases, a refund will not be possible.
Notification for EU consumers: In accordance with Article 16, c) and e) of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal cannot be provided for:
- the supply of goods manufactured to the consumer’s specifications or clearly personalized ;
- sealed goods that have been opened after delivery and are therefore unsuitable for return for reasons of health protection or hygiene.
Therefore, Merch Temple reserves the right to refuse returns at its sole discretion.
This policy, translated from English, shall be governed by and construed in accordance with the English language, regardless of any translation made for any purpose.
The “Merch Temple” support address is: support@merchtemple.com.