Merch Girls Policies

Updated April 2025

Welcome to Merch Girls! Whether you’re shopping retail or partnering with us wholesale, we want your experience to be smooth, efficient, and positive. Please review the policies below.

Jump to: Retail Policies | Wholesale Policies | Wholesale Expectations Summary

🏨 Retail Customer Policies

1. Order Processing
  • All items are custom made after purchase.
  • Processing time is typically 7–10 business days.
  • Confirmation and tracking info will be sent when your order ships.
2. Shipping & Delivery
  • We drop off with USPS or UPS within 24 hours of completion (excluding weekends and holidays).
  • We are not responsible for delays once the carrier has possession.
  • USPS/UPS require 15 days before a package is considered lost. If lost, we will replace items and file a claim.
  • We are not liable for packages stolen after delivery.
  • Free shipping on retail orders over $100.
3. Returns & Exchanges
  • All retail sales are final due to custom production.
  • If we made an error, email support@merchgirls.us within 48 hours of delivery.

👥 Wholesale Customer Policies

Apply here: Wholesale Signup Form
Join our community: Facebook Group | Business Page

1. Eligibility & Access
  • Valid Tax ID or Resale Certificate is required.
  • Wholesale discount: use code WHOLESALE while logged into your approved account for $10 off per apparel item.
2. Expectations & Self-Sufficiency
  • Be active in our Wholesale Facebook Group.
  • Use resources before contacting us: turnaround time banner, FAQ, and updates page.
  • Repeated questions on already-covered topics may result in revoked wholesale access.
3. Communication Policy
  • Choose only one method of contact per inquiry: email, group chat, or website message.
  • Multiple messages across platforms can cause confusion and delay.
  • Email is preferred: support@merchgirls.us.
4. Turnaround Time
  • Orders under 10 pcs: 10–15 business days
  • Orders 10+ pcs: 20–25 business days
  • Placing split orders to avoid longer turnaround will result in grouped processing with the latest order date applied.
  • No rush orders are offered, ever.
5. Business Days & Holidays
  • Business days: Monday–Friday only
  • Federal holidays are not counted as business days
6. Shipping Policies
  • Labels may be created before actual drop-off (typically within 24 hours).
  • Please allow 15 business days before reporting lost packages.
  • Lost packages will be replaced; we are not liable for stolen ones.
  • We do not combine shipments by default but may do so and refund overages at our discretion.
  • Free shipping on wholesale orders over $250.
7. Missing / Damaged / Incorrect Items
  • Report issues within 48 hours of delivery.
  • Include: order number, list of issues, photos of invoice and packaging.
  • Do not discard packaging or items—these are required for replacements or claims.
  • No replacements will be given for items that have already been pressed or handed off to customers.
8. Order Changes & Add-Ons
  • No changes, additions, or cancellations allowed after an order is placed.
  • Have questions? Contact us before ordering.
9. Product Offerings & Customization
  • No customizations outside what is listed: no font, layout, sizing, or color swaps.
  • We post threads in the Facebook Group for suggestions.
10. Mockup Usage
  • Mockups must remain watermarked (ours or yours over ours).
  • Improper usage may result in restricted access.
  • Request mockups in our Facebook Group.

🔐 Wholesale Customer Expectations Summary

  • ✅ Join the Wholesale Facebook Group
  • ✅ Use our resources before contacting us
  • ✅ Use one contact method per issue
  • ✅ Follow policies for changes, turnaround, and mockups
  • ✅ Report issues within 48 hours with full documentation
  • ✅ Log in to use the code WHOLESALE for $10 off apparel items

Thanks for partnering with Merch Girls. We’re so glad to have you in our community!