Shipping, Returns & Refunds

Scope: Purchases on the merchandise stores at *.merch365.shop. This Policy is incorporated into the Storefront Terms of Sale & Use. Merch365, Inc. is the seller and merchant of record.

Last updated: June 8, 2026

1. How fulfillment works

Most items are made or decorated to order (e.g., printed or embroidered apparel) by Merch365 or its fulfillment partner's decorator network. Production generally begins after your order is placed, which affects cancellation and return eligibility (see below).

2. Shipping

2.1 Processing + transit time. Estimated production and shipping times are shown at checkout and in your order confirmation. As a general guide: production is typically 3–7 business days, then transit per the carrier method selected.

2.2 Our shipment commitment. We will ship within the time stated at checkout. If no time is stated, we will ship within 30 days of accepting your order, consistent with the FTC Mail, Internet, or Telephone Order Merchandise Rule. If we can't ship on time, we'll notify you, give a revised date, and let you cancel for a prompt full refund (or, where required, ask for your consent to the delay).

2.3 Shipping costs and methods. Shipping methods and costs are calculated and shown at checkout. We currently ship to addresses within the United States (50 states); we do not ship internationally at this time.

2.4 Address accuracy and risk of loss. You're responsible for providing a correct, complete shipping address; we are not responsible for orders delayed or lost due to an incorrect address. Risk of loss and title pass to you upon our delivery of the order to the carrier. For packages that arrive damaged or are lost in transit, contact us (§6) and we will work with you and the carrier to resolve it, including remaking or refunding the item where appropriate.

3. Returns and exchanges

The short version: because everything is made to order just for you, we can't accept returns or exchanges for fit, color, or change of mind. But if an item arrives defective, damaged, or not what you ordered, we'll remake or refund it at no cost to you — just email support@merch365.shop within 30 days of delivery with your order number and a photo. Please double-check your size and design before checkout, since orders can't be changed once production starts.

3.1 Made-to-order / personalized items. Because custom and personalized items are produced specifically for you, they are generally not returnable for buyer's remorse, incorrect size choice, or change of mind — except where the item is defective, damaged, or not what you ordered, or where applicable law gives you a return right. Please review size charts and your personalization carefully before ordering.

3.2 Non-personalized / stock items (if offered). If a store offers any blank or stock (non-decorated) items, those may be returned within 30 days of delivery if unworn, unwashed, and in original condition with tags attached. Return shipping for non-defective returns is the customer's responsibility.

3.3 Defective, damaged, or wrong items. If your item arrives defective, damaged, or incorrect, contact us within 30 days of delivery with your order number and photos. We will, at our option and at no cost to you, replace/remake or refund the item. Nothing here limits your non-waivable rights under consumer-protection law.

3.4 Slight variation is not a defect. Minor differences in print/decoration placement, size, and color versus the on-screen mockup are normal (see the Storefront Terms §3) and are not by themselves grounds for return.

4. Cancellations

You may request to cancel an order before it enters production — generally within 2 hours of placing it. Once an item has entered production we cannot cancel it, except as required by law or under our shipment-delay commitment (§2.2). To request a cancellation, contact us right away (§6).

5. Refunds

Approved refunds are issued to your original payment method via Stripe. Please allow 5–10 business days for the refund to appear after we process it. For a defective, damaged, or incorrect item, we refund the full price plus any original shipping, and we cover return shipping. For an accepted non-defective return of a stock item (§3.2), the original shipping charge is non-refundable and return shipping is the customer's responsibility.

6. How to start a return or report a problem

Email support@merch365.shop with your order number and details (and photos for damage/defect claims). We'll respond with next steps.

Merch365, Inc. — Customer Support 131 Continental Dr, Suite 305, Newark, Delaware 19713 Telephone: (248) 202-7068 · Email: support@merch365.shop