Merch Girls Policies

Updated Apr 2026

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.

🏨 Retail Policies 👥 Wholesale Policies 🔐 Wholesale Expectations Summary

🏨 Retail Customer Policies

Order Processing
  • All items are custom made after purchase.
  • Processing time is typically 7–10 business days though our general turnaround time remains 10 to 15 business days.
    • Orders under 10 pcs: 10–15 business days*
      • Orders 10+ pcs: 20–25 business days*
  • Confirmation and tracking info will be sent when your order ships or can be found by logging into your account
Shipping & Delivery
  • We drop off with USPS or UPS within 24-48 hours of completion (excluding weekend, holidays or natural disasters preventing it).
  • We are not responsible for delays once the carrier has possession.
  • We see the exact same information you see when tracking a package, we do not have special access to anything extra unfortunately.
  • USPS will allow a missing mail investigation to be opened after 7 days have passed since the item was shipped. We highly recommend the first thing you do is speak with your local post office first, they can also assist in starting the investigation if needed.
    • If they determine your mail is in fact missing and/or it has been 15 days of no movement please reach out to us immediately. At that point we will generally file a claim and replace the missing items and/or issue a refund. This is on a case by case basis and is at the descretion of Merch Girls which option we decide.
  • UPS will allow a claim to be started if it has been 3 or more days without a scan by visiting here, however in most cases we will handle this for you so please reach out to us as soon as you notice.
  • We are not liable for packages stolen after delivery, please ask a neighbor if they've seen your package, if not, promptly visit your local post office to obtain the GPS location of where the package was left and then call the police to file a report for theft.
  • Free shipping on orders over $250.
Returns & Exchanges
  • All retail sales are final due to custom production.
  • If we've 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

Eligibility & Access
  • A 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.
Expectations & Self-Sufficiency
  • Use available resources (FAQ, website banner, updates page) before contacting us.
  • Repeated questions on already-covered topics may result in revoked wholesale access, this is not to be rude, it simply shows there is little respect for our time and resources we've provided.
Communication Policy
  • Allow 2 business days for replies, we generally reply quicker but sometimes need to discuss things amongst ourselves.
  • Email is the only valid form of communication for wholesale customers: support@merchgirls.us.
Turnaround Time
  • Orders under 10 pcs: 10–15 business days*
  • Orders 10+ pcs: 20–25 business days*
  • Split orders in an attempt to shorten turnaround will be grouped using the latest order date.
  • No rush orders are offered.
Business Days & Holidays
  • Business days: Monday–Friday only
  • Federal holidays are not counted
Shipping Policies
  • We drop off with USPS or UPS within 24 hours of completion (excluding weekend, holidays or natural disasters preventing it).
  • We are not responsible for delays once the carrier has possession.
  • We see the same thing you do when tracking packages and do not have access to additional information.
  • USPS will allow you to open a missing mail investigation after 7 days by visiting here.
    • If they determine your mail is in fact missing and/or it has been 15 days of no movement please reach out to us immediately. At that point we will generally file a claim and replace the missing items and/or issue a refund. This is on a case by case basis and is at the descretion of Merch Girls which option we decide.
  • UPS will allow a claim to be started if it has been 3 or more days without a scan by visiting here, however in most cases we will handle this for you.
  • We are not liable for packages stolen after delivery, please ask a neighbor if they've seen your package, if not, promptly visit your local post office to obtain the GPS location of where the package was left and then call the police to file a report for theft.
  • Free shipping on orders over $250.
Missing / Damaged / Incorrect Items
  • Must report within 48 hours of delivery.
  • MUST include order number, description of issue, and photos of invoice + packaging when reporting.
  • Must keep all packaging and items — do not discard. These are required for claims.
  • We cannot replace/refund items that have already been pressed or handed off to your customers. There is no exception to this rule. You are a business owner just like us and are responsible for checking over your items before sending them out. While we do everything we can to prevent such issues, we are human and do make mistakes.
Order Changes & Add-Ons
  • We do not allow changes, additions, or cancellations after an order is placed.
  • We do not combine shipments by default but may do so at our discretion if they happen to be in production at the same time as one another and we will refund any shipping overages if applicable.
  • If you're unsure of anything regarding the order you are about to place, email support@merchgirls.us before placing the order.
Product Offerings & Customization
  • No font, sizing, layout, or color swaps unless listed.
  • You may suggest ideas in the Facebook Group during feedback threads.
  • Do not write custom requests in areas other than the designated notes box. These will not be honored.
  • We do not accept order changes or special requests in the notes unless they’ve been pre-approved by us in writing.
  • If you need to adjust font, layout, or design elements, email support@merchgirls.us first to see if it’s possible.
  • Please do not promise changes to your own customers before checking with us. We are not responsible for fulfilling unauthorized modifications.
Mockup Usage
  • Mockups must remain watermarked (ours or with your watermark over ours).
  • Improper use may result in restricted access.
  • Mockups can be found and/or requested in the Facebook Group or group chat.

🔐 Wholesale Customer Expectations Summary

  • Join the Wholesale Facebook Group
  • Use provided resources before contacting
  • Use one contact method per issue
  • Follow policies for changes, turnaround, and mockups
  • Report issues within 48 hours with full documentation
  • Log in and use code WHOLESALE for $10 off apparel items
  • Please note that if you place your order without the discount code applied, we do not issue refunds. As a one time courtesy we will issue a store credit for the amount. If you cannot get the code to work after following the above instructions please reach out to us via email.

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