SHIPPING
SHIPPING INFORMATION AND OPTIONS – US
Orders ship from Austin, TX, and are typically processed within 1-5 business days for in-stock merchandise. Transit times quoted at checkout are estimates only and do not include processing timelines unless explicitly stated. Shipping rates are calculated based on the total weight, dimensions of the item(s) ordered, and the location of the receiver. Posters ship separately from other items in your order. If your order contains a presale item, please see PRESALE ITEMS below.
Your tracking information will be emailed to the address you entered at checkout once your order ships. Tracking for domestic shipments may take up to 48 hours to return results online. If tracking does not work after this timeframe, please contact us: wallows@themerchcollective.com
Packages are shipped per the shipping method you select at checkout. Carrier shipping delays can occur due to factors outside of our control. Please contact the shipping carrier if your package encounters delays. We do not offer refunds for shipping delays.
We are not responsible for packages lost due to an incorrect shipping address being provided with your order. You will not be refunded for your order. If your package is returned to our warehouse, your order will be canceled and refunded upon receiving back at our warehouse within 10 business days. If you are using Apple Pay or PayPal, please confirm your address is up to date.
Please note the following delivery times for the various domestic shipping methods:
USPS First Class - 2-5 business days
USPS Priority - 1-3 business days
USPS Media Mail - 2-8 business days
UPS Ground - 1-5 business days
Please be aware that these timelines do not include order processing time. Please see our shipping policy above so you are aware of these timelines which may prolong your delivery estimate.
SHIPPING INFORMATION AND OPTIONS – OUTSIDE THE US
Orders ship from Austin, TX, and are typically processed within 1-5 business days for in-stock merchandise. Transit times quoted at checkout do not include processing timelines. You will receive tracking information via email once your order ships.
INTERNATIONAL SHIPPING DUTIES AND TAXES
International shipments might incur import fees and duties and taxes that are not reflected in our shipping prices. We are not responsible for duties and taxes imposed on your order. Please consult your country’s customs office for details about any additional duties and taxes required for your order.
International delivery times average 10 business days once shipped but can be delayed by customs. Some orders could take up to 8 weeks for delivery. If it is past the 6-8 week time window but your tracking has recently updated to show movement, your order is still on the way, and we will not refund any shipping costs. We are not responsible for these delays, and this issue should be taken up with the shipping carrier or customs authority. If your tracking has not updated after the 6-8 week time period, please reach out to our customer care team. Please be aware that we are not financially responsible for products confiscated by the legal authorities of your country or state; the customer is responsible for all shipping charges for orders that are refused upon delivery. Per the terms of our return policy, please note that shipping arrangements and costs incurred for returned or exchanged items are the customer’s responsibility.
PRESALE ITEMS
Payment is charged immediately at checkout.
Pre-sale items are not available to ship at the time of purchase. Shipping timelines for pre-sale items are detailed in the product description. If you are ordering a pre-sale item with an in-stock item, your order will ship when the pre-sale item becomes available (unless otherwise noted). If you’d like to receive your items separately, please separate your cart into multiple orders. Bundled items cannot ship separately.
REFUND/RETURN/EXCHANGE POLICY
You have 30 days after receiving your item(s) to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will cover the cost of return shipping, except in any case where we are responsible for the cause of the return (see “Damages and Issues”). If your return package does not successfully arrive at our warehouse, we cannot issue a refund.
Please contact wallows@themerchcollective.com to begin the return process. Items sent back to us without first requesting a return will not be accepted.
Damages and Issues
Contact us immediately if the item is defective, damaged, or if you receive the wrong item. We do not accept returns for apparel items that become damaged or shrink after washing.
Exceptions / non-returnable items
Unfortunately, custom products (including books with personalized messages) cannot be returned. Please get in touch if you have questions or concerns about your specific item.
Refunds
We will notify you once we’ve received your return. If approved, you’ll be refunded on your original payment method. It typically takes 5-10 business days for your bank or credit card to post the refund to your account.
Address Changes & Cancellations
Contact wallows@themerchcollective.com to update your shipping address or cancel your order. Please note an address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.
Address Changes
If your order has already shipped, we are not responsible for packages lost due to an incorrect shipping address being provided with your order. You will not be refunded for your order. If your package is returned to our warehouse, your order will be canceled and refunded upon receiving back at our warehouse within 10 business days.
Cancellations
If your order has already shipped, you should be able to refuse the package by either contacting the carrier or by refusing it upon delivery, at which point it will be returned to our warehouse. Once we've received it, we'll issue a refund to your original payment method, minus the cost of shipping. If you are unable to refuse your delivery, please let us know, and we can assist you with a return at your expense.
FAQ
What if the item I ordered arrives and it doesn’t look like the photo in the store?
Oftentimes the images used on the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out.
Feel free to reach out to our team if you feel that the product you received differs greatly from the digital mock-up on the store. Be sure to send at least 2 photos so our team can see the difference to better help you.
What if I have requested a refund but the card I used for the original purchase has been canceled?
If the account you used for the original purpose is still open, we can refund that account (Ex: If you used a debit card for your purchase but have since canceled your debit card). We are unable to offer a refund if the account you originally made your purchase through is no longer open. We can only offer store credit in these instances. (Ex: If you made your purchase on a Credit Card that has since been canceled).