FAQ

Frequently Asked Questions

Everything you need to know, answered with care.

At Merch Gone Viral, we believe a seamless shopping experience extends far beyond the moment of purchase. Below you will find answers to our most frequently asked questions. If you need a little extra help, our customer care team is here for you.

Shipping & Delivery

Do you offer free shipping?
Yes. We offer Free Shipping on all orders to the United States and Canada. For other available destinations, a flat rate of $9.95 USD applies. Your shipping charge is shown at checkout.

Do you ship internationally?
Yes. We ship to select destinations worldwide. Please review our Shipping Policy for delivery estimates and information about customs duties and taxes.

How long will my order take to arrive?
Orders are processed within 1–3 business days, Monday through Friday, excluding public holidays. Once dispatched, delivery typically takes 7–21 business days depending on your location. These are estimates, and customs processing or carrier delays can affect arrival times.

How do I track my order?
Once your order has shipped, you will receive a confirmation email containing your tracking number. Please allow 24–48 hours after dispatch for tracking information to update.

What if my order is delayed?
If your order is delayed beyond the estimated delivery window, please email info@merchgoneviral.com with your order number. We will help investigate with the carrier and keep you informed.

My tracking says delivered, but I cannot find my parcel. What should I do?
Please check your mailbox, parcel locker, and secure delivery locations, and ask your concierge, building management, or neighbours. Contact the carrier with your tracking number to request a delivery investigation. Please also email info@merchgoneviral.com within 10 days after the recorded delivery so we can help review the tracking information. If you are still unable to locate your parcel, you can contact your local authorities. We can provide information about your order to support your case. See our Shipping Policy for further details.

Returns & Refunds

Where can I find your return policy?
Please review our Return & Refund Policy for the current terms. If you have a question about your order or the options available to you, email info@merchgoneviral.com and our team will help.

What if my item arrives damaged or defective?
Please inspect your order upon arrival. Should an item arrive damaged or defective, email info@merchgoneviral.com promptly, and no later than 10 days after delivery. Include your order number, a brief description, and clear photographs of the issue. A video is welcome, but not required. Please review our Return & Refund Policy for the full claim process.

What should I include in my claim?
Please include your order number, a brief description, and clear photographs of the issue. A video is welcome, but not required.

How long does a claim review take?
Complete claims are reviewed within 3–5 business days. Our customer care team will confirm the outcome by email.

How are approved claims resolved?
For approved claims involving damaged or defective items, we will arrange a complimentary replacement. Please allow up to 30 business days for arrival, as delivery times vary by location.

When will an approved refund arrive?
Where a refund is approved, it will be issued to your original payment method within 3 to 10 business days of approval. The time required for the credit to appear in your account varies by financial institution.

Do I need to send my item back?
Please contact our team before returning an item. If a return is required for an approved damaged or defective item claim, we will provide instructions at no return-shipping cost to you.

How can I choose the right item?
Please carefully review sizing, colour, variant, and product details before completing your order. If you have a question, email our team before purchasing and we will be happy to help.

Orders

Can I cancel or modify my order?
Orders begin processing immediately and cannot be changed or cancelled after checkout. Please review your items, sizes, colours, quantities, shipping address, and contact details before completing your purchase. Please see our Terms of Service for the current order terms.

I entered the wrong shipping address. What do I do?
Orders begin processing immediately, so shipping addresses cannot be changed after checkout. Please review your address carefully and include your unit number and any required access details in the appropriate address fields before placing your order.

Do you offer exchanges?
At this time, we do not offer direct exchanges. If your item arrives damaged or defective, please email our team for help with a claim.

Payments

What payment methods do you accept?
The payment methods available for your order are displayed at checkout. Please choose from the options shown for your location and purchase.

Do you offer Buy Now, Pay Later?
If Afterpay is available for your order, it will appear as an option at checkout. Please review the payment schedule, eligibility requirements, and terms shown by the provider before choosing this option.

Where can I find information about payment security?
You can find information about checkout security in Shopify's security information. Please do not send full card details by email.

Privacy & Data

How is my personal information used?
Please review our Privacy Policy for information about how personal information is collected, used, and shared.

How can I ask a privacy question or make a request?
Email info@merchgoneviral.com with the subject line “Privacy Request.” Our team will help you with questions or requests relating to your personal information. Please see our Privacy Policy for further details.

Contact Us

Have a question we have not covered? Our customer care team is happy to help. Please include your order number if your message relates to an existing order.