FREQUENTLY ASKED QUESTIONS (FAQ)

Last Updated: 01/01/2025
Effective Date: 01/01/2024

Welcome to Merchifies.com! This comprehensive FAQ covers everything you need to know about shopping on our print-on-demand marketplace. If you can't find your answer here, our customer support team is ready to help.

Quick Navigation:

Ordering & Account
Shipping & Delivery
Returns & Refunds
Payment & Billing
Product Information
Security & Privacy
International Customers
Customer Support

Ordering & Account

1. How do I place an order?

Placing an order is simple and secure:

Browse and Select: Choose your desired product and design from our marketplace
Customize Options: Select size, color, and quantity
Add to Cart: Click "Add to Cart" to add items to your shopping cart
Review Cart: Check your items and quantities
Proceed to Checkout: Click "Checkout" when ready
Enter Information: Provide shipping and billing addresses
Select Payment: Choose your preferred payment method
Apply Discounts: Enter any discount codes you have (optional)
Review & Place Order: Verify all details and click "Place Order"
Confirmation: You'll receive an order confirmation email within minutes

Need assistance? Contact [email protected] or call (307) 381-6808.

2. Can I modify or cancel my order after placing it?

Due to our automated print-on-demand process, orders enter production quickly:

Modifications: Changes can be requested within 4 hours of placing your order, including:

Size or color changes
Shipping address corrections
Quantity adjustments

Cancellations: Must be requested within 4 hours of order placement

How to Request:

Email [email protected] with your order number
Call (307) 381-6808 for urgent requests
Use the "My Orders" section in your account (if available)

Important: Once production begins, changes cannot be guaranteed.

3. I didn't receive my order confirmation email. What should I do?

First, check these locations:

Spam/junk folder
Promotions or Updates tab (Gmail users)
All email accounts you might have used
PayPal-associated email (if you used PayPal checkout)

If still missing:

Wait 30 minutes for potential delays
Add [email protected] to your safe sender list
Contact us with your name and estimated order time
We can manually resend your confirmation

4. Do I need an account to place an order?

Guest Checkout Available: You can shop without creating an account.

Account Benefits:

Faster checkout process
Order history and tracking
Saved addresses and payment methods
Exclusive member promotions
Wishlist functionality

Creating an Account:

Click "Sign Up" in the top navigation
Verify your email address
Complete your profile

5. How do I track my order?

Multiple Tracking Options:

Visit our Order Status Page
Check your confirmation email for tracking links
Log into your account and view "My Orders"
Use tracking numbers directly with shipping carriers

Tracking Timeline:

Order confirmation: Immediate
Production started: 1-2 days after order
Shipped notification: When carrier picks up package
Delivery updates: Throughout transit

Shipping & Delivery

6. Where do orders ship from?

We use a global fulfillment network for faster, more efficient delivery:

United States Orders:

Primary facilities in California, Nevada, North Carolina
Shipped via USPS, FedEx, or UPS

International Orders:

Canada: Canadian facilities via Canada Post
Europe: EU-based facilities for faster delivery
Australia/New Zealand: Local fulfillment partners
Other regions: Nearest available facility

Benefits: Reduced shipping times, lower costs, fewer customs delays.

7. How much does shipping cost?

Shipping costs depend on several factors:

United States:

Standard: $3.99-$7.99 (5-7 business days)
Express: $12.99-$19.99 (2-3 business days)
Free shipping on orders over $50

International Shipping:

Canada: $8.99-$14.99 (7-14 business days)
Europe: $9.99-$16.99 (10-21 business days)
Australia/NZ: $11.99-$18.99 (12-25 business days)
Other regions: Calculated at checkout

Exact costs displayed at checkout before payment.

8. How long will it take to receive my order?

Total Timeline = Production Time + Shipping Time

Production Time: 2-7 business days (print-on-demand manufacturing)

Shipping Times:

US Domestic: 3-7 business days (standard), 2-3 days (express)
Canada: 7-14 business days
Europe: 10-21 business days
Australia/NZ: 12-25 business days
Other International: 14-28 business days

Total Estimated Delivery:

US: 5-14 business days
International: 10-28+ business days

Note: Peak seasons, holidays, customs, and weather may cause delays.

9. My order is past the estimated delivery time. What should I do?

First Steps:

Check tracking information for updates
Verify shipping address was correct
Look for carrier delay notifications

Contact Us If:

US orders are 10+ business days past estimate
International orders are 21+ business days past estimate
No tracking updates for 7+ consecutive days
Package shows delivered but you haven't received it

When Contacting Support:

Provide order number and tracking information
Include email address used for purchase
Describe the specific issue

Our Response: Investigation within 24 hours, replacement or refund for confirmed lost packages.

10. Why isn't my tracking information updating?

Common Reasons:

Initial delay: Allow 24-48 hours after shipment for tracking activation
International limitations: Tracking may only show key checkpoints
Carrier scanning delays: Packages sometimes move without scans
Weekend/holiday delays: Limited scanning during non-business days

When to Contact Support: No updates after 7 business days from ship date.

Returns & Refunds

11. What is your return policy?

Due to our print-on-demand model, returns are limited to specific circumstances:

Returns Accepted For:

Manufacturing defects or quality issues
Items damaged during shipping
Wrong item sent (our fulfillment error)
Significant deviations from order specifications

Returns NOT Accepted For:

Change of mind or buyer's remorse
Incorrect size selection by customer
Minor color variations (normal in printing)
Personal preference or fit issues

Return Process:

Contact us within 30 days of delivery (60 days international)
Provide order number and photos of the issue
Receive return authorization if approved
Ship item back using provided instructions
Receive refund within 5-10 business days after we receive the return

EU Consumer Rights: The 14-day withdrawal right does NOT apply to personalized or custom-made products.

12. How do I request a refund or replacement?

Before Requesting:

Review our size guide and product descriptions
Check if the issue qualifies under our return policy
Take clear photos of any defects or issues

To Request a Return:

Email [email protected] with "Return Request" in subject line
Include order number, email address, and detailed issue description
Attach clear photos showing the problem
Response within 24-48 hours for most requests

Refund Timeline:

Approval: 1-2 business days
Return shipping: Customer responsibility (unless our error)
Processing: 3-5 business days after we receive item
Refund issued: 5-10 business days to original payment method

13. Can I exchange an item for a different size?

No exchanges available due to our print-on-demand model. Each item is custom-made when ordered.

Size Selection Tips:

Carefully review our detailed size guide
Compare measurements to your own garments
Read customer reviews for sizing feedback
When in doubt, size up for comfort
Remember that sizes may vary between brands

Payment & Billing

14. What payment methods do you accept?

Credit/Debit Cards:

Visa, Mastercard, American Express (worldwide)
Discover (US only)

Digital Wallets:

PayPal (190+ countries)
Apple Pay (compatible devices)
Google Pay (Android and Chrome)

Buy Now, Pay Later (US only):

Afterpay (pay in 4 installments)
Affirm (flexible payment plans)
Klarna (pay in 4 or extended financing)

Security: All transactions protected by 256-bit SSL encryption and PCI-compliant processors.

15. Why was my payment declined?

Common Reasons:

Insufficient funds or exceeded credit limit
Incorrect card details (number, expiry, CVV)
Billing address doesn't match card registration
Card blocked by issuer for security
International transaction restrictions

How to Resolve:

Verify all payment details are correct
Contact your bank to authorize the transaction
Try a different payment method
Check international transaction settings
Contact our support if issues persist

16. Will I be charged taxes or customs fees?

US Customers:

Sales tax automatically calculated at checkout
Based on shipping address and local rates
Included in total order amount

International Customers:

We ship DDU (Delivered Duty Unpaid)
You are responsible for all import duties, VAT, and customs fees
Fees vary by country and are paid to courier upon delivery
Contact your local customs office for specific rates

Important: We cannot predict or control international fees.

17. How do refunds work with Buy Now, Pay Later services?

BNPL Refund Process:

Approved refunds processed through your BNPL provider
Your installment plan may be adjusted automatically
Partial or full refunds depend on provider terms
Contact your BNPL provider for specific questions

Providers:

Afterpay: Refunds adjust remaining installments
Affirm: Refunds processed according to loan terms
Klarna: Refunds handled per payment plan type

Product Information

18. How do I find the right size?

Size Guide Access:

Click "Size Guide" on any product page
View detailed measurements for each size
Compare with your own measurements

Sizing Tips:

Measure yourself with a flexible tape measure
Compare to our size charts, not other brands
Consider your fit preference (loose vs. fitted)
Read customer reviews for sizing feedback
When unsure, size up for comfort

Important Notes:

Sizes follow US standards
Unisex items typically use men's sizing
Slight variations between brands are normal
Custom items cannot be exchanged for size

19. What should I expect from print-on-demand quality?

Normal Variations:

Color: Slight differences from screen display
Placement: Minor positioning variations within industry standards
Texture: Slight print finish variations
Sizing: Manufacturing tolerances of ±1 inch

Quality Standards:

High-quality blanks from trusted suppliers
Professional-grade printing methods
Durability designed for normal wear and washing
Quality checks before shipping

Care Instructions:

Wash inside out in cold water
Use mild detergent, avoid bleach
Air dry or low heat tumble dry
Do not iron directly on print

20. Can I request custom designs or modifications?

For Individual Customers: We don't offer custom design services for individual orders. All products are created by our community of designers.

For Sellers/Designers:

Apply for a seller account
Upload high-resolution artwork (300 DPI minimum)
Set your own prices and profit margins
Earn royalties on sales

Browse Existing Designs:

Use search and filter tools
Follow favorite designers
Check for similar styles in our marketplace

Security & Privacy

21. How secure is my personal information?

Security Measures:

256-bit SSL encryption for all data transmission
PCI DSS compliance for payment processing
Tokenization - we don't store complete card details
Regular security audits and penetration testing

Privacy Compliance:

GDPR compliance for European customers
CCPA compliance for California residents
Privacy by design principles
Minimal data collection - only what's necessary

Your Rights:

Access your personal data
Correct inaccurate information
Delete your account and data
Opt out of marketing communications
Data portability in machine-readable format

22. What are my privacy rights?

California Residents (CCPA/CPRA):

Right to know what personal information is collected
Right to delete personal information
Right to correct inaccurate information
Right to opt out of "sale" or "sharing" for advertising
Right to non-discrimination

EEA/UK Residents (GDPR):

Access, rectify, erase, restrict processing
Object to processing and automated decision-making
Data portability rights
Withdraw consent anytime
File complaints with supervisory authorities

Other US States: Similar rights available in Virginia, Colorado, Connecticut, Utah, Oregon, and Texas.

Exercise Your Rights: Contact [email protected] or use our privacy request form.

International Customers

23. Do you ship internationally?

Yes! We ship to 190+ countries worldwide.

Popular Destinations:

Canada: 7-14 business days
United Kingdom: 10-21 business days
European Union: 10-21 business days
Australia/New Zealand: 12-25 business days
Japan: 14-21 business days

International Features:

Local fulfillment in many regions
Tracking provided for most destinations
Proper customs documentation
Multiple carrier options

24. What about customs and import duties?

Your Responsibilities:

All import duties, taxes, and fees
Payment typically made to courier upon delivery
Refusing fees may result in package return (at your expense)

Common Fees by Region:

Canada: 5-13% HST/GST, potential duties
EU: 19-27% VAT, duties over €150
UK: 20% VAT, duties over £135
Australia: 10% GST, duties over AUD $1000

We Cannot:

Predict exact fees
Mark packages as gifts or lower values
Pay fees on your behalf
Control customs processing times

25. Why is international tracking limited?

Tracking Limitations:

Some countries don't provide full tracking
Updates may only show at key checkpoints
Tracking may stop once packages enter destination country
Local postal services vary in scanning frequency

What We Provide:

Tracking number and initial carrier information
Updates while package is in origin country
Delivery confirmation when available

For Tracking Issues: Contact your local postal service with the tracking number.

Customer Support

26. How do I contact customer support?

Contact Methods:

Email: [email protected]

Response within 24 hours (usually faster)
Best for order issues, returns, general questions

Phone: (307) 381-6808

Monday-Friday, 9 AM - 5 PM MT
Best for urgent issues

Specialized Contacts:

Privacy matters: [email protected]
Legal/DMCA issues: [email protected]
Billing disputes: [email protected]

27. What information should I include when contacting support?

Always Include:

Order number (found in confirmation email)
Email address used for purchase
Clear description of the issue
Photos (if applicable for quality issues)
Your preferred resolution

For Specific Issues:

Order problems: Order number, date placed, specific issue
Shipping issues: Tracking number, expected vs. actual delivery
Payment issues: Last 4 digits of payment method, transaction date
Quality issues: Clear photos and description of problem

Quick Reference

Key Timelines:

Order changes/cancellations: Within 4 hours
Production time: 2-7 business days
US shipping: 3-7 business days
International shipping: 7-28 business days
Return window: 30 days (60 days international)

Important Policies:

Returns limited to defects and errors
No exchanges due to print-on-demand model
International customers pay customs fees
One discount code per order
Tracking updates may take 24-48 hours

Useful Links:

Track Order - Check order status
Size Guide - Sizing information
Privacy Policy - Data protection details
Terms of Service - Complete terms
Shipping Policy - Detailed shipping info
Return Policy - Return procedures

Contact Information

Customer Support:

Email: [email protected]
Phone: (307) 381-6808
Hours: Monday-Friday, 9 AM - 5 PM MT

Mailing Address: Merchifies Global LLC
30 N Gould St, Ste N
Sheridan, WY 82801
United States

Response Times:

Email: Within 24 hours (typically 2-4 hours)
Phone: Immediate during business hours

Still have questions? Our customer support team is here to help! We're committed to providing excellent service and resolving any issues quickly and fairly.

This FAQ is updated regularly to reflect our current policies and procedures. Bookmark this page for future reference!

Accessibility Note: If you need this information in an alternative format or require assistance due to a disability, please contact [email protected] or call (307) 381-6808.