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. Should you require further assistance, our customer care team is always here to help.
Shipping & Delivery
Do you offer free shipping?
Yes. We offer complimentary shipping on all orders to the United States and Canada. For all other destinations worldwide, a flat rate of $9.95 USD applies.
Do you ship internationally?
Yes. We ship to most countries worldwide at a flat rate of $9.95 USD. Estimated delivery times vary by destination. All applicable customs duties and taxes are the responsibility of the recipient.
How long will my order take to arrive?
All orders are processed within 1–3 business days, Monday through Friday, 9:00 AM–5:00 PM PST, excluding public holidays. Once dispatched, delivery typically takes 7–21 business days depending on your location.
How do I track my order?
Once your order has shipped, you will receive a confirmation email containing your tracking number. Use this to monitor your shipment directly through the carrier’s website.
What if my order is delayed?
International shipments may occasionally experience delays due to customs processing or carrier disruptions. If your order has not arrived within 25 business days of dispatch, please contact us and we will investigate promptly.
What is your policy once a package is marked as delivered?
Upon carrier confirmation of delivery, title to and risk of loss of the goods passes entirely to the purchaser. Merch Gone Viral’s liability and obligation with respect to the shipment terminates at the moment the carrier records a confirmed delivery event at the address provided by the customer at the time of purchase.
By completing a purchase on this website, the customer expressly acknowledges and agrees to the following:
1. Customer Responsibility for Delivery Address. It is the sole responsibility of the customer to ensure that a complete, accurate, and secure delivery address is provided at the time of checkout, including but not limited to apartment numbers, unit designations, suite numbers, buzzer codes, and any access instructions required for successful delivery. Merch Gone Viral shall bear no liability for non-delivery or misdelivery resulting from an incomplete or inaccurate address submitted by the customer.
2. Confirmed Delivery — Transfer of Risk. Once a shipment has been scanned and recorded as “Delivered” by the carrier in its official tracking system, Merch Gone Viral’s responsibility for said shipment is deemed fully discharged. The company shall not be held liable for any loss, theft, damage, or disappearance of goods occurring after the carrier’s confirmed delivery event.
3. Customer Obligation Upon Non-Receipt. In the event that a customer does not receive a package that has been marked as delivered, the customer is obligated to undertake the following steps prior to contacting Merch Gone Viral: (a) check all access points, mailrooms, parcel lockers, and secure areas at the delivery address; (b) inquire with building concierge, property management, or neighboring residents; (c) contact the carrier directly to obtain the precise GPS-confirmed delivery location and proof of delivery documentation; and (d) file a formal report with the carrier regarding the missing shipment.
4. Theft or Loss After Delivery. If a package has been confirmed as delivered and is subsequently lost, stolen, or unaccounted for, the customer must file a report with their local law enforcement authorities. Merch Gone Viral will, upon request, provide all available tracking information and carrier-issued proof of delivery to assist in any investigation or insurance claim. However, the company shall not be obligated to issue a refund, replacement, or store credit in respect of any shipment for which carrier delivery has been confirmed.
5. Fraudulent Claims. Any customer who knowingly submits a false non-delivery claim in respect of a shipment that has been confirmed as delivered may be subject to permanent account suspension and may be reported to the relevant authorities. Merch Gone Viral reserves the right to pursue all available legal remedies in respect of fraudulent claims.
Returns & Refunds
What is your return policy?
We want you to love every piece you receive. Returns are accepted only for items that arrive damaged, defective, or incorrect. Please contact us at info@merchgoneviral.com within 7 days of delivery with your order number and clear photographs of the issue.
What documentation is required?
All claims must be supported by clear photographic evidence and a short video showing the item’s condition as received. Items must be unused, unworn, and in their original packaging. Claims submitted without the required documentation will not be eligible for review.
How are refunds issued?
Upon review and approval of an eligible claim, we offer three resolution options: (1) a complimentary replacement dispatched at no additional charge; (2) a digital store gift card of equivalent value with no expiration date, redeemable on any future purchase at merchgoneviral.com; or (3) a refund to the original payment method. Our customer care team will confirm the resolution directly with you.
Are there items that cannot be returned?
For hygiene reasons, swimwear, underwear, pierced jewelry, and all opened beauty or skincare products are final sale and cannot be returned or exchanged unless the item arrives damaged or defective.
What if my item arrives damaged or defective?
We sincerely apologize if this occurs. Please email us at info@merchgoneviral.com within 7 days of delivery with your order number, clear photos, and a short video showing the condition of the item. We will arrange a replacement or issue a full refund promptly.
Orders
Can I cancel or modify my order?
All orders are processed immediately upon placement to ensure the fastest possible dispatch. As a result, we are unable to accept cancellation or modification requests once an order has been submitted. We kindly ask all customers to carefully review their order details, including items, quantities, and shipping address, prior to completing their purchase. By placing an order, the customer acknowledges and accepts these processing terms.
I entered the wrong shipping address. What do I do?
Please contact us immediately at info@merchgoneviral.com. Address corrections can only be made before an order has been dispatched. Once shipped, we are unable to redirect packages and cannot be held responsible for orders delivered to an incorrectly entered address.
Do you offer exchanges?
At this time we do not offer direct exchanges. If your item arrives damaged or defective, please contact us and we will make it right.
Payments
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), Apple Pay, Google Pay, Shop Pay, PayPal, and Afterpay. Flexible buy now, pay later options are available at checkout via Afterpay — shop now and pay in four interest-free installments.
Is my payment information secure?
Absolutely. Our store is secured with SSL encryption and all payments are processed through Shopify’s PCI-compliant payment system. We never store, retain, or have access to your full payment details.
Privacy & Data
How is my personal information protected?
Your privacy is important to us. We collect only the data necessary to process your order and improve your experience. We never sell your personal information to third parties. For full details, please review our Privacy Policy.
Do you comply with GDPR and CCPA?
Yes. Customers located in the European Union or California have the right to access, correct, or request deletion of their personal data at any time. Please contact us at info@merchgoneviral.com to exercise these rights.
Contact Us
Our customer care team is happy to assist with any questions not covered here. We respond to all inquiries within 24–48 hours.
Email: info@merchgoneviral.com
Hours: Monday – Friday | 9:00 AM – 5:00 PM PST
Response Time: 24–48 hours
Head Office: 329 Howe St, Unit #511, Vancouver, BC V6C 3N2, Canada