FAQ
Shipping & Delivery
How long will my order take to arrive?
All orders are processed within 1–3 business days (Monday–Friday, 9:00 AM–5:00 PM PST, excluding holidays). Once shipped, delivery takes 7–21 business days depending on your location and destination country.
Do you ship internationally?
Yes! We ship to most countries worldwide. Shipping times and rates vary by destination and will be calculated at checkout.
How do I track my order?
Once your order has shipped, you will receive a shipping confirmation email with your tracking number. You can use this number to track your package directly through the carrier's website.
What if my order is delayed?
International shipments may occasionally experience delays due to customs processing. If your order has not arrived within 25 business days, please contact us and we will investigate immediately.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of the delivery date. Items must be unused, unworn, and in their original packaging. To initiate a return, please contact us at info@merchgoneviral.com with your order number and reason for return.
Are there items that cannot be returned?
For hygiene reasons, swimwear, underwear, and pierced jewelry are final sale and cannot be returned or exchanged unless the item arrives damaged or defective.
How long do refunds take?
Once we receive and inspect your return, refunds are processed within 5–10 business days back to your original payment method.
What if my item arrives damaged or defective?
We sincerely apologize if this happens. Please email us at info@merchgoneviral.com within 7 days of delivery with your order number and clear photos of the damage. We will send a replacement or issue a full refund at no cost to you.
Orders
Can I cancel or modify my order?
We begin processing orders quickly. If you need to cancel or make changes, please contact us immediately at info@merchgoneviral.com or call 778-776-9600 (Mon–Fri, 9:00 AM–5:00 PM PST). We will do our best to accommodate your request before the order ships.
I entered the wrong shipping address. What do I do?
Please contact us immediately at info@merchgoneviral.com. Once an order has 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. Please return your item for a refund and place a new order for the correct item.
Payments
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), Apple Pay, Google Pay, Shop Pay, and PayPal.
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 your payment details.
Contact Us
Our customer support team is happy to help with any questions not covered here.
Email: info@merchgoneviral.com
Phone: 778-776-9600
Hours: Monday–Friday, 9:00 AM–5:00 PM PST
Head Office: 888 Carnarvon St, New Westminster, BC V3M 0C6, Canada