Contact Information:

Toll Free:
1(888)-387-3343

International Customers:
+1(518)-458-9563

Email:
[email protected]

Hours:
Monday - Friday, 9AM-5PM EST.

FAQ's

Q: How do I update my shipping address?

A: 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 [email protected] with your full name, order number, and the updated shipping address.

If your order has already shipped: We will not be able to edit the address. Please contact USPS or UPS (dependent on your chosen shipping method) with a request to have the shipment rerouted or held for pick up. You will need your full name, shipping address, and tracking number.

If your package is marked as return to sender: We cannot do anything until the package is returned to our warehouse. If you have not contacted us to make other arrangements, we will refund the item(s) on your order. We cannot refund any shipping costs. Refunds take an average of 3-5 business days once processed.

Reshipment may be available upon request but you will be responsible for paying the reshipping fees. Please contact us once you notice your shipment being returned to coordinate reshipment.


Q: How do I cancel my order?

A: 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 [email protected] with your full name, order number, and the request for cancellation.

Once the order has been cancelled, a full refund will be issued. Refunds take an average of 3-5 business days to process back to the original method of payment.

If your order has already shipped, please see our return policy here.


Q: 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 to 3-5 business days to show back in your account.

IMPORTANT: Please make sure that the items you want to reorder are still in stock before requesting to cancel your order, as once we cancel and refund an order, we cannot reverse the cancellation.


Q: I'm an international customer, will I have to pay customs fees?

A: 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 will be due and cannot provide reimbursement.

If you're unsure if your country will require you to pay import/customs fees please contact your local post authority for information on customs laws in your area.


Q: My item is damaged, what do I do?

A: If you believe your item is damaged, please email [email protected] 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 cassette, please send over the above information along with a 10-15 second video displaying the issue.

For clothing items, please do not wash or wear the clothing before contacting us about the issue.


Q:My order is missing an item, what do I do?

A: 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 contacting us.

If you do not see an email and/or refund for an out of stock item please email [email protected] within 5 days of delivery with your order number, a brief description of the issue, and a photo of the packing slip included in your order so that we can look into the issue for you.

Once we've confirmed the shipping weight and that the item was not previously refunded, we will report the mistake, ship the missing item or process a refund for the item if it is no longer available.


Q: I received the wrong item, what do I do?

A: All of our orders are checked before shipping, but mistakes can happen.

If you believe you received an incorrect item, please email [email protected] 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 investigate and provide further instruction.


Q: What is your returns/exchanges policy?

A: Our returns/exchanges policy can be found here.


Q: Can I return something I purchased from a live show or event?

A: 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.


Q: When do you charge my card?

A: 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 [email protected] with a request to cancel and the order number(s) that you wish to have cancelled.


Q:The estimated ship date for my preorder has passed, but you haven't shipped my order ... what's going on?

A: 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 sometimes things do get delayed. If a delay seems like it will be extensive (more than 2 weeks) we do our best to lock down a new estimate and alert everyone impacted via email. Make sure to check your spam folders, sometimes emails will get caught up there.

In some cases updated information is not immediately available and we may have to wait for an update from the artist, manufacturer, and/or label before we have an update to provide you. We understand this is frustrating, but thank you in advance for your patience.


Q:Why hasn't my order shipped? How long will it take to get my order?

A: 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 may not be available.

Items listed for presale will not ship until their listed estimated ship date due to their limited availability or custom manufacturing. Dates are subject to change.


Q: How can I track my order?

A: 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.


Q: My tracking hasn’t been updated, what can I do?

A: 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) 275-8777

If your chosen shipping method is insured, once the carrier finds that the shipment is lost, you will be able to file a claim for reimbursement. We recommend always choosing an insured method (even though it's a bit more expensive).

If you purchased the Route package protection, you will be able to file a claim for a refund or replacement order. You can file a claim with Route for a package that was marked as delivered but not received no earlier than 5 days from the date of delivery, and no later than 15 days from when it was marked delivered. You can file a claim for a lost package no earlier than 7 days from the last update and no later than 30 days from the last update. (Lost packages for international customers- no earlier than 20 days and no later than 30 days). File your claim here- https://claims.route.com/


Q: My order was delivered in Albany, NY… now what?

A: 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 3-5 business days to show in your account once processed.


Q: How much will my order cost to ship?

A: 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, nothing will be charged unless you decide to move forward.


Q: Do you have size charts?

A: 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 [email protected] with direct link(s) to the item(s) that you are interested in receiving a size chart/brand information for and a request to have a size chart and/or brand information sent over.