RETURN POLICY

All sales are final. If you receive damaged goods or the wrong size/item, simply email  service@elmerch.com with your order number and name so we can best resolve your situation. We do reserve the right to cancel and refund any order that is deemed potentially fraudulent by Shopify's payment system. Note: There is a five day grace period upon receipt of item to contact us about defects or wrong items.

SHIPPING

The order will ship within 7 days of the campaign being finished. It may take another 1-2 days for your order to be shipped out. You will get a shipping confirmation via email the day your order is packed. 

If the item you are purchasing is not a campaign (campaign-related items have sales timers on the product pages), your order will take up to 3 business days to process, and another 1-2 days for your order to be shipped out.

El Merch does not guarantee any specific delivery dates or times. We do our best to ensure the timely delivery of all orders.

INTERNATIONAL SHIPPING

All orders are shipped from the US therefore duties and taxes are not included in the price of the goods therefore will not be included in the overall shipping costs.

International orders will be subject to import duties and taxes, which are levied once your package reaches your country. Unfortunately, these duties differ from country to country therefore we are unable to determine what the charges might be.

For additional information, you may wish to contact your local customs office to get an idea of what these charges may be before placing your order.

TRACKING

At times, the courier will not scan the package immediately. Once you have been notified about your package's departure, please allow tracking information 48 hours to update once notified.

Once your order has left our facility, we no longer have any contact or control over it and you will need to get into contact with the courier directly to obtain any information. Furthermore, if an order has been marked as delivered we have entirely no contact with it and you will need to get into direct contact with the courier with any questions and concerns you may have.

 

PACKAGES RETURNED TO SENDER

Once a package has been returned to us due to address issues, we will contact you to organize a new delivery. If you do not respond to our email within 30 days, your order is Null & Void. 

 

ORDER DETAILS 

I just realized that I ordered the wrong size – can this be fixed?
Yes! You are able to update your sizing information at any time before the campaign ends, or before your items have gone into production. Just email service@elmerch.com and a representative will help you out!

 

GENERAL INQUIRIES


Please email service@elmerch.com or any other related matters. Gracias.