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HELP CENTRE

CONTACT INFORMATION

Customer Service: Monday > Sunday 11am – 7pm (Eastern Time).
General Online Order Inquires: Please submit a ticket at https://themerchfactory.com/contact.
Customer Service for Purchased Orders: Please provide your purchase date and order number and email contact@themerchfactory.com
Mailing Address: 11 Emmett Rd, Unit 4 St.Catharines, ON, CANADA L2R7K6

RETURNS & EXCHANGES
We are not required to provide a refund or replacement if you change your mind. We try very hard to ensure that you receive your order in pristine condition. If you do not receive the products ordered, please contact us. In the unlikely event that the product arrives damaged or faulty, please contact us immediately. This only applies if:

    • item has a problem that would have stopped someone from buying the item if they had known about it
    • item is unsafe
    • item is significantly different from the samples or description
    • item doesn't do what we said it would, or what you asked for
    • we sent the wrong size
Shipping back to The Merch Factory is paid for by the customer. We are in general unable to refund you postal fees. Any product returned found not to be defective can be refunded within 30 days. Goods found to be tampered with by the customer will not be replaced but returned at the customer's own expense. By default, the refund amount cannot exceed the original order amount paid to The Merch Factory. The Merch Factory is not responsible for and has no knowledge about any bank fees or exchange rate charges that may occur. These fees are processed by the issuing bank and will not be refunded by The Merch Factory.
Discounted or end of line products can only be returned for repair. No refunds or replacements will be made.
  • Replacement Order - Once your item(s) have been returned to The Merch Factory head office, we will replace your item(s) and send you a new order confirmation and shipping details.
  • We email you a credit code with the same value as your original order, which you can TMF Credit – We provide you with at top secret code to apply toward a new purchase at checkout from The Merch Factory.
  • Full Refund - We return the amount to your original payment source (Paypal, Amazon, Credit Card).
*Remember, once you receive your item, you have 30 days to submit a return
Once TMF declares your item(s) are eligible for a refund, we will issue a refund immediately to the original source of payment. Keep in mind, some bank and card issuers can take up to a month or more to process on their end. If the refund seems to be taking more than one week and you are concerned, please contact your bank or card issuer.
As the refund is a reversal of your payment, we can only send it back the same way it was received. Reversing a payment in this way is the fastest and most secure way to get your funds back to you. If your account and/or card has been cancelled, it is your responsibility to contact your bank immediately to make alternative arrangements.
CHANGING YOUR ORDER
If you accidently enter the incorrect shipping address, please email The Merch Factory immediately at contact@themerchfactory.com with your order number, email address and updated shipping address. Keep in mind, if you enter the wrong address and your item(s) has been shipped, we are unable to reverse shipping and are unable to refund or credit your order.
If you select the wrong size and have checked out, please email The Merch Factory immediately at contact@themerchfactory.com with your order number, email address and updated item size. Item sizes can only be changed if the total cost of the original size ordered is of the same value. Keep in mind, if you entered/selected the incorrect size and the item(s) has been shipped, we are unable to reverse shipping and are unable to refund or credit your order.
NETWORK CURRENCY
Even though we are Canadian - Our Online Network deals with USD currency.
SIZES AND MEASURMENTS
The Merch Factory prints on a wide variety of garments and sizes from different manufacturers around the world. This being so, we put together a general guideline for referencing sizes when purchasing apparel from The Merch Factory.
SHIPPING
Once you have filled your cart and have reached our Secure Checkout, you will be able to enter in your shipping address. Once your address is entered, you will be offered several shipping options. The shipping cost is then displayed in the sub-total.

How to get your estimated shipping price:

1. Add your item(s) to your cart.
2. In your cart, you will have the option to enter your shipping address to view your shipping options and estimated cost.
TMF uses global network shipping services that work to get your item(s) to your door as quickly as possible. If you have selected a shipping service that includes tracking, tracking details will be available on your “MY ACCOUNT PAGE” under the Orders section. Additionally, we have emailed you with shipping details and tracking number(s). If you did not select a shipping option that does not include tracking, you will not be able to track your package.
The Merch Factory ships to almost every place in every corner in the world. In the rare case you do not see your country listed at a check out, we are very sorry that we are unable to ship to your location for various reasons.
All orders are shipped from our main factory facility! Great news! We are expanding TMF!
Keep in mind that there may be additional delays beyond our control due to holidays, strikes, and delays in flights and customs.

Note: Sometimes a package may held up in customs and you may not have received notification. If you feel your package has made it into the country, please contact your local postal authority just in case the dude in customs is wearing your tshirt. … seriously, do check with your local post office in case customs is holding your item(s).
Customs rules are known to change without warning. TMF takes pride in shipping products worldwide and we do our best to comply with global shipping standards. Remember though- additional charges may be imposed by the receiving country. It is your responsibility to cover any additional duties, taxes and customs fees that may applied beyond our control. We can also not control what items a country prohibits, or if an item will be confiscated by the receiving country.
WHOLESALE/RETAIL
Please submit an inquiry through our website’s contact form for more information.
PRE-ORDERS

At The Merch Factory, a pre-order is simply a product that is made available to you before it is produced or while it is in production to secure your item(s) ahead of time.

Items are paid for in full when you place your order. Keep in mind, these item(s) will not be shipping until a later date when the item(s) are produced and made available. In the case that you have purchased items that are not classified as pre-order, these items will not be shipped separately. These items will be shipped together with your pre-order. We are unable to split items within a single order for multiple shipments, once the order has been completed.
Pre ordered item(s) may have minor details and/or changes from the time you placed your order. This is due to a multitude of reasons. For example, the design on the shirt may be slightly larger or smaller than the original product image on the pre order page. This is due to the order not being produced yet, however, we do our best to ensure consistency with our pre order product mock-ups.
Pre-orders may be delayed due to unforeseen circumstances. We will contact you with an estimated arrival date of your order.
CONCERT MERCH
Any merch purchased at a concert or event from an artist that was not purchased directly online through The Merch Factory carries no correlation and we are unable to refund or accept returns.
TROUBLESHOOTING
At times your computer, local network or your internet service provider may impact your browsing experience with The Merch Factory.

Try the following remedies to get you back on track:

    • 1. Log out of The Merch Factory and Log back in
    • 2. Refresh or restart you browser
    • 3. Clear you browser’s cache
    • 4. Clear your browser’s cookies
    • 5. Try another web browser and update to the current version
    • 6. Ensure you have Flash installed
    • 7. Ensure you have javascript enabled
    • 8. Turn off any firewalls and antivirus software and try again.
    • 9. If you are using a work computer or other networked computer, speak to your network administrator about any filters which might be affecting your use of The Merch Factory.
Still having troubles? Please contact our Customer Service: Monday > Sunday 11am – 7pm (Eastern Time). Please submit a ticket at https://themerchfactory.com/contact.
Window Users: Internet Exploror, FireFox, Chrome. Mac Users: Safari, Firefox, Chrome.
If you have a concern about your order or TMF account please contact support at contact@themerchfactory.com

Responsible Disclosure Policy

The guidelines below apply to investigating and reporting a security vulnerability to The Merch Factory.

Please allow The Merch Factory reasonable time to investigate and resolve when reporting. Publicly exploiting and sharing details is prohibited. This includes demonstrating. Doing so can increase security and vulnerability issues.

Accessing or modifying data of users without permission or doing anything to negatively impact the experience of The Merch Factory users, such as stealing, interrupting our services or destroying data.