Returns and Exchanges

Last Updated: Jul 12, 2019 12:56PM EDT

RETURNS / EXCHANGES

Please note we DO NOT supply return labels for general returns/exchanges.
You are responsible for return shipment costs, the restocking fee, and reshipment costs (when applicable) 


Some of our artist's stores will not allow exchanges, but returns are welcome within 30 days of original delivery date. If your purchase was through one of these sites we will process a refund for the cost of the item(s) returned minus the restocking fee. See RETURN information below for instruction.


CLOTHING

We are happy to accept returns & exchanges on clothing items as long as they remain in resellable condition. This means the clothing cannot be washed or worn and must be returned with its original packaging within 30 days of the original order delivery date. If we receive any returned item that has been washed, worn, or in poor condition it will immediately be returned to you.

For hygienic purposes, MerchNow cannot accept returns or exchanges on any underwear or bathing suits.

MUSIC

Music items (CDs, Cassets, etc) can be returned as long as they remain unopened and are returned within 30 days of original delivery date using an insured shipping method. MerchNow does not accept returns on LP's or Digital Downloads.

CLEARANCE ITEMS

Unfortunately, we're sorry to say we cannot accept any returns or exchanges on items purchased during a clearance sale or listed on clearance at the time of purchase. All sales are final.

NOVELS & COMICS

We cannot accept returns or exchanges on any novels or comics. All sales are final.

 
HOW DOES THE EXCHANGE PROCESS WORK?

In order to process your exchange we will need you to complete our returns/exchange form.

The item chosen for an exchange must be of equal value, you must include the size of your choice (when applicable), and your order number on the completed form. If you do not follow these directions your exchange will NOT be processed and we will refund you for the returned item less the $2 restocking fee via your original payment method.

You'll need to return the original item along with your completed form using a trackable insured shipping method. You are responsible for shipping the item back to us and all costs associated with the return shipment. If you do not obtain a tracking number or insurance for your package we will not be able to confirm receipt and cannot be held responsible for any lost packages. 

Please return to: 
Merchnow, LLC
​Attn. Returns & Exchanges
PO Box 38189
Albany, NY 12203

Once your return has arrived we'll process your exchange and set up reshipment.

This process can take up to 10 business days depending on the volume of returns/exchanges. This tends to be higher after the holiday and back to school. If there are any issues with your request (ie. the item requested is out of stock) we will contact you via email. Once the exchange is processed you will be responsible for a $2 restocking fee (for the whole order, not per item) + reshipment costs. If permission is not given to charge on the R/E form or your original payment method was PayPal we will contact you regarding the restocking + reshipping fees. 

Once your exchange is shipped you'll receive an updated tracking number for your exchange order! 

 
HOW DOES THE RETURN PROCESS WORK?

In order to process your exchange we will need you to complete our returns/exchange form.

You must include your order number on the completed form. 

Next you'll need to return the original item along with your completed form using a trackable insured shipping method. You are responsible for shipping the item back to us and all costs associated with the return shipment. If you do not obtain a tracking number and insurance we will not be able to confirm receipt and cannot be held responsible for any lost packages. 

Merchnow, LLC
Attn. Returns & Exchanges
PO Box 38189
Albany, NY 12203

Once your return arrives we will process a refund to your original payment method less the $2.00 restocking fee. This process can take up to 10 business days depending on the volume of returns/exchanges. This tends to be higher after the holiday and back to school. If there are any issues with your request (ie. PayPal won't accept payment) we will contact you via email. 

 
HOW DO I CHECK THE STATUS OF MY RETURN OR EXCHANGE?
 
Once your tracking information indicates your return shipment has arrived at our Albany location simply contact us with your order number and a request for an update on your return/exchange order. We'll confirm it's been received and let you know where it is in the process!

Need Help?

  • Still can't find an answer? Email us!
  • Please be sure to search for your question before submitting an email!

    General questions have most likely already been answered!


    Feel free to also give us a call:

    Toll Free: (888)-387-3343

    International Customers: +1(518)-458-9563

    We are in the office Monday thru Friday, 9AM-5PM Eastern Time.
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