Frequently Asked Questions
Everything you need to know about shopping with us. Can't find your answer? Contact our team — we're happy to help.
ORDERS
Can I modify or cancel my order?
We begin processing orders quickly. If you need to make a change, please contact us within 24 hours of placing your order at info@merchgoneviral.com. We cannot guarantee changes after this window, but we will always do our best.
How will I know my order was confirmed?
You will receive an order confirmation email immediately after purchase. If you don't see it, please check your spam folder or contact us.
Can I place an order by phone?
At this time, all orders are placed through our website. Our team is available Monday–Friday, 9:00 AM–5:00 PM PST if you need assistance navigating your purchase.
SHIPPING
How long will my order take to arrive?
Orders are processed within 1–3 business days. Delivery typically takes 7–21 business days depending on your location. A tracking number will be sent to your email once your order has shipped.
Do you ship internationally?
Yes. We ship to the United States, Canada, and select international destinations. Shipping times and rates vary by location and are calculated at checkout.
How do I track my order?
Once your order ships, you will receive a tracking link by email. You can use this to monitor your delivery in real time.
RETURNS & EXCHANGES
What is your return policy?
We accept returns within 30 days of delivery. Items must be unworn, unwashed, and in their original condition with all tags attached. Swimwear, intimates, and final sale items are not eligible for return.
How do I initiate a return?
Email info@merchgoneviral.com with your order number and reason for return. Our team will respond within 1–2 business days with next steps.
When will my refund be processed?
Refunds are issued to your original payment method within 5–7 business days of receiving your return. You will be notified by email once your refund has been processed.
My item arrived damaged or incorrect.
We sincerely apologize. Please email us at info@merchgoneviral.com within 7 days of delivery with your order number and a photo. We will resolve this for you promptly.
PAYMENT
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Shop Pay, Apple Pay, Google Pay, and Afterpay.
Does Merch Gone Viral offer Buy Now, Pay Later?
Yes. We offer Afterpay at checkout, allowing you to split your purchase into four interest-free installments. Simply select Afterpay when completing your order.
Is my payment information secure?
All transactions are processed through Shopify Payments using SSL encryption. Your payment details are never stored on our servers.
PRODUCTS & SIZING
How do I find the right size?
Sizing details are included on each product page. We recommend reviewing these before purchasing. If you are between sizes, we suggest sizing up for a relaxed fit.
Will sold-out items be restocked?
We restock popular styles when possible. Join our email list to be notified when your favourites return.
STILL HAVE QUESTIONS?
Our team is available to assist you.
📧 info@merchgoneviral.com
📞 778-776-9600
🕐 Monday–Friday, 9:00 AM–5:00 PM PST