Refund policy
REFUND & RETURN POLICY
At Merch Gone Viral, your satisfaction is our top priority. We want you to love every purchase!
Return Window We accept returns within 30 days of delivery. Items must be unused, unworn, and in their original packaging with tags attached.
How to Start a Return Email us at info@merchgoneviral.com with your order number and reason for return. We'll respond within 2-4 business days with return instructions.
Refunds Once we receive and inspect your return, we'll process your refund within 7-10 business days to your original payment method. You'll receive an email confirmation when your refund is issued.
Exchanges We're happy to exchange items for a different size or color, subject to availability. Contact us to arrange an exchange.
Non-Returnable Items
- Final sale items
- Intimate apparel and swimwear (for hygiene reasons)
- Items damaged due to misuse
Damaged or Wrong Items If you received a damaged or incorrect item, please contact us within 48 hours of delivery with a photo and we'll make it right immediately!
Return Shipping Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Lost or Stolen Packages Policy
1. Delivery Confirmation & Transfer of Liability Title and risk of loss for all purchased products transfer to the buyer upon carrier confirmation of delivery to the address provided at checkout. Merch Gone Viral bears no liability for any package reported as lost, stolen, missing, or unrecoverable following carrier-confirmed delivery. Carrier tracking records constitute conclusive evidence of delivery and shall be relied upon as such.
2. Buyer Responsibility The buyer assumes full responsibility for ensuring the accuracy and completeness of the delivery address submitted at checkout. Merch Gone Viral shall not be held liable for non-delivery, misdelivery, or loss resulting from incorrect, incomplete, or undeliverable address information provided by the buyer. Special delivery instructions, access codes, or buzzer information must be entered in the designated order notes field at checkout. Failure to do so releases Merch Gone Viral from any liability arising from resulting delivery failures.
3. Required Steps for Lost or Stolen Package Claims In the event a package is reported as undelivered following carrier confirmation of delivery, the buyer must, prior to contacting Merch Gone Viral:
- Conduct a thorough search of all delivery locations on the premises, including mailboxes, parcel lockers, building management offices, and neighboring units.
- File a formal lost package investigation directly with the shipping carrier and obtain a case or reference number.
- File an official police report with local law enforcement if theft is suspected, and retain the report number for reference.
Merch Gone Viral reserves the right to request documentation of all steps taken, including carrier investigation reference numbers and police report numbers, before any claim is reviewed.
4. Limitation of Remedies Merch Gone Viral does not issue refunds, store credits, or replacement shipments for orders confirmed as delivered by the carrier. All such claims are the sole responsibility of the buyer to resolve directly with the shipping carrier and/or relevant authorities. Merch Gone Viral's assistance in such matters is provided as a courtesy only and does not constitute an admission of liability or an obligation to provide remedy.
5. Fraudulent Claims Merch Gone Viral reserves the right to flag, refuse, and report any claim reasonably believed to be fraudulent or made in bad faith. Buyers who submit false or misleading claims may be permanently banned from placing future orders and may be subject to legal action under applicable consumer fraud and misrepresentation laws.
6. Policy Agreement By completing a purchase on merchgoneviral.com, the buyer expressly acknowledges and agrees to the terms of this Lost or Stolen Packages Policy in its entirety. This policy forms part of our Terms of Service and is binding upon order completion.
Last Updated: June 2026
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Info@merchgoneviral.com.