Returns happen. Don’t worry, we understand. That’s why we have a 7 days return / 20 days exchange policy (since customer received an order) for all products at Merch Factory Store. Here are a few details if you’re making a return:
- We offer a 100% your money back. Full Refund, If you don't receive your order or your item is not as described or defective.
- Please contact us and send a photo of product - No need to return any items back to us.
- Return/Exchange Policy Does Not Apply to Products Purchases with a Discount Code or Free Items.
Order Modifications or Cancellation:
After your order has been placed, you have 12 hours to contact our customer support team and request order modifications, change of address, or a cancellation. After 12 hours, your order has already been placed in production and can no longer be modified.
Items Damaged or Poor Quality
If an item is damaged or is shipped with a poor-quality print, you must send us a photograph of the poor-quality print or damaged area. Merch Factory Store will replace any items damaged or poor-quality at no additional cost. Merch Factory Store is not responsible for items damaged in shipping.
Wrong Product Shipped/Missing Items
If we ship the wrong product to you, send us a photo showing how the product differs from what was ordered and we will replace or refund any such items at no additional cost. If there are missing items in an order please tell us the items that are missing and we will send the missing item.
If you have any other complaint regarding the design printed on a product, please send us a photo. Credits, refunds, or reprints will be issued at the sole discretion of Merch Factory Store if the printed design differs substantially from the artwork that was submitted. We will investigate every case and will work to provide a resolution that satisfies you.
In the rare event that a customer is unhappy with the fit of their shoe, Merch Factory Store will process a free exchange for you.
Refunds will not be issued for sizing disputes, only exchanges are allowed.
Free Exchanges will only be allowed once per shoe order. Any costs related to exchanges past the first free exchange must be covered by you.
In order for a free exchange to be processed, you must provide the following information: reason the shoe didn’t fit (i.e. too small, too big, too narrow), the new size requested, your name, order number.
Size exchange requests that differ by more than 2 sizes from the original size ordered will be considered a customer-input error and will not be eligible for exchange by Merch Factory Store .
To reduce the risk of sizing issues, we have provided accurate sizing charts on each of our product specifications pages for customer reference.
Free sizing exchange requests only apply to high tops, low tops, sneakers, boots, casual shoes, flip flops, faux fur boots and slip-ons. No other product in the Merch Factory catalog is eligible for a free size exchange.
Sizing Issues (Backpack with $15 fee)
In the rare event that a customer is unhappy with the size of their backpack, Merch Factory Store will process an exchange for you (with a small fee ~ $15). The Exchanges will only be allowed once per order.
In order for an exchange to be processed, you must provide the following information: The reason (i.e. too small, too big), the new size requested, your name, order number.
To request an exchange please email to [email protected], remember: The exchange fee is $15, only allow pay via PayPal https://www.paypal.me/thanhtl , total time (production + shipping ) is about 10-14 days.
Package Returned To Sender
If a package is returned to sender by the shipping courier, Merch Factory Store will reship the package to you for free after an address verification is complete. All returned to sender orders will be destroyed by the courier or charged SportsFans Store for another custom tax duties and another shipping fee once we confirmed to shipped it back to our production facility.
If a package is returned to the sender by the shipping courier for the second time, Merch Factory Store will reship the package to you for a small fee that will be collected through Paypal Payment Request.
Note: Merch Factory Store will not refund returned packages to sender and reshipment times are the same as regular orders.
Package Returned To Sender – Missed Delivery Attempts
All missed delivery attempt orders that got returned to Sender who received notification from Merch Factory or from the carrier to contact them for a delivery arrangement will only be compensated with 50% Refund Credit. You should also take the responsibility of making follow ups for the delivery progress.
Package Returned To Sender – Change Address
If a package is returned to sender due to an Address Change and would like to reship the order to the new Address, we will do it with a fee of 50% from the Order Cost.
Package Returned To Sender – Wrong Address
If a package is returned to sender due to wrong Address Information, Merch Factory Store will not be held liable and compensation will not be granted by any form. You should take the responsibility over this matter as we allow an Order Modification within 12 Hours.
Customer reject package
If a package is rejected by customer, it will be destroyed. Merch Factory Store will not be held liable and compensation will not be granted by any form. If you want to return package, please received and contact us at [email protected]
Lost Order – Wrong Address
Merch Factory Store will not refund nor assume liability for orders that are lost due to incorrect Shipping Address.
Used Items and Term Limits
Items in used condition are not eligible for refunds or exchanges. New and unused items that have been successfully received by customers within 20 days are eligible for exchanges (if return, it is 7 days). Once 20 days have elapsed from the receipt of goods, exchanges will no longer be accepted.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Note: We don't refund Shipping fee. You must pay 5% transaction fee + $5 restock fee.
Why is there a restocking fee?
We charge a restocking fee in the limited instances when we do offer a refund because nearly all of our entire collection of items is limited-edition or custom and it will take us sometimes up to a year to resell the item you've returned (and in some instances even longer). What that means is when you order, you are likely ordering an item that has never been ordered before, or has been ordered less than ten times. Items that we do sell high volumes of, we are more likely to provide a refund for because we are able to resell them and are not stuck with them. If it is a high volume item, we may waive your restocking fee.
We do not accept returns or exchanges if:
- The item(s) have been worn or washed
- The item(s) have been altered in any way
- The item(s) are in any way defective from the original and salable condition, unless the condition is our fault
- The item(s) do not have the original tags on them
- The item(s) were a Final Sale item
All products are made to orders, and personalized products can not be returned due to their customized elements unless there is an issue with the products quality. In this case, please return it to us and we will either replace the product or give you a refund - in this circumstance we will also refund you for the shipping cost.