FREQUENTLY ASKED QUESTIONS
1. How long will it take for my order to arrive after I make payment?
Once your order has been placed and you have received an order #, it will be picked, decorated, and shipped. If all items in your order are express items, your order will ship within 7 business days. If your order includes standard items, it will ship within 2-3 weeks
2. How do you ship my orders?
Orders are delivered once a week to the Winpak facility address selected when the order is placed.
3. How will I know that you have received my order? Will I receive a receipt or notification by email?
Once you have placed your order, an order confirmation will be sent to the address specified under 'My Account Details'.
4. How do I cancel or change my order?
If you need to cancel or change your order, please email stores@merchglobal.com and request a cancellation or change. If your order has already shipped then your order will need to be picked up from the Winpak Division and exchanged or returned.
5. How do I exchange my order?
To coordinate an exchange, please contact stores@merchglobal.com with details of your exchange.
6. What is the refund policy and who do I contact regarding refunds?
If you would like to request a return for any items that are in the current inventory on the online store, please email stores@merchglobal.com "Request RA #" in the subject line along with the following information:
All returns for new items must be made within 30 days, with original tags attached. Items must be received back in new condition.
MerchGlobal's customer service team will issue an RA# which needs to be attached to the shipment. When your shipment is ready to be returned, bring it to the Winpak's on-site contact, and they will arrange return shipping to MerchGlobal's warehouse. Once the item arrives back at MerchGlobal's warehouse and has been reviewed, arrangements will be made to issue a credit or replacement item as per what was agreed.
If an item is received that has a manufacturer defect or is damaged, email stores@merchglobal.com for further information. Photos of the damaged or defective item are required to deem next steps. Anything that was ordered in bulk or for a specific project cannot be returned.
