For international orders, customers may be subject to additional customs taxes, duties and other import/brokerage fees. These fees are determined by your local government or the courier as result of the import process and are not part of the shipping cost we charge.

These fees must be paid by the recipient, and the specific policies can vary widely between countries. They are the responsibility of you to pay promptly to ensure you receive your order. We recommend checking with your local customs office for details on import fees before placing an order, especially for items like clothing, textiles or for plushies.

The local customs agency will usually contact you via phone, email or a physical note sent to you. Sometimes they do not send you a notification and you need to follow up yourself. This varies significantly from country to country and we cannot provide any infomation on this procedure.

Should these duties/taxes be left unpaid, the package will usually be disposed of by the local customs agency after a short period of time, in accordance with local postal rules. We generally do not receive the package as a return to sender in this case, as it is destroyed.

We can't control these charges and we're unable to mark packages as gifts, as this would be against regulations. Please be sure you’re aware of any customs costs that may apply to your order to avoid surprises upon delivery, and that any payments are made promptly to ensure successful delivery.

NOTE FOR CANADA: In addition to duty/tax, Couriers like UPS sometimes charge a brokerage and disbursement fees for customs clearance into Canada (sometimes referred to as customs processing fee, broker fee, and clearance entry fee by other couriers). We select couriers to best minimise brokerage fees for the customer where possible, but in some cases these brokerage fees are unavoidable. Avoid some of these brokerage fees by self-accounting: pay duties and taxes directly to the CBSA and provide your receipt to the courier to receive your shipment without extra charges. More info can be found here. Taxes and duties will generally always be payable by the customer, regardless of minimisation of brokerage fees.

Shipping costs are automatically calculated at checkout based on your location and the items in your cart. If your order is destined to be split into multiple shipments, the cost and details of each parcel will be clearly displayed on the checkout page.

For international orders, customers may be subject to additional customs taxes, duties and other customs and import related fees. Packages are sent Delivery Duty Unpaid. and it is the responsibility of the customer to promptly pay these costs.

Most items are processed and shipped within 2-3 business days, including plushies, handmade stoneware mugs, select clothing items, beanies, pins, keychains and some other products.

Made-to-order products may take slightly longer, usually shipping in 3-5 business days. In some cases this could be slightly longer during busy times. This includes such as certain clothing pieces, posters, and ceramic cups (non-handmade).

Shipping times may be slightly longer in the lead up to major holidays. Please note that during peak periods, like the lead-up to major holidays, processing times for all orders may be slightly extended.

Pre-order items will ship once the item is in stock. Pre-ordered items will ship automatically once they are in stock. You will be notified by email once the pre-ordered item has shipped. An estimated date of shipment is provided on the pre-order page and the order receipt, noting that this is an estimate and the actual shipment date may vary depending on a number of factors.

Yes, all orders from The Merch Guild are shipped carbon-neutral. We understand that eCommerce deliveries have a large carbon footprint, so we cover the cost of carbon neutral shipping on behalf of the customer.

We use the Shopify Planet service to calculate the carbon footprint of every delivery (based on its weight, shipping method, and distance traveled) and neutralize these emissions through purchases of verified carbon removal credits from carbon removal initiatives including a mix of nature-based carbon removal solutions such as reforestation and soil carbon sequestration with engineered solutions, such as direct air capture and mineralization.

We also host our store on the Shopify platform, which advertises itself as a 100% carbon-neutral platform.

We operate globally to bring our wares to adventurers everywhere. Here's how our shipping usually works:

From Our US Warehouses:

• Plushies, Clothing, Pins, Keychains, Hats, Beanies, Handmade Stoneware Mugs, and Water Bottles are dispatched from the US. In some cases, beanies may also be fulfilled from the EU.

International Fulfillment Centers:

• Posters, Patches, Phone Cases and Porcelain (Non-Handmade) Mugs ship from various locations worldwide, including the US, Canada, EU, Australia, and Japan, depending on your location for quicker delivery.
• Enamel Mugs are shipped from warehouses in the US, EU and Canada depending on your location for quicker delivery.

In some rare cases, your order may ship from a different location than noted above to assist in a quicker delivery to you.

Please contact us should you want to know more infomation regarding where a specific product is being shipped from.

Delivery times vary by destination and shipping method. Estimates are provided at checkout.

Order tracking infomation is sent to you automatically via email once your parcel has shipped. You can also view shipment details and tracking by logging in your user account on this website. Please note that sometimes your order may be split into multiple packages, and you will be provided by a seperate tracking number for each package.

This is the most common issue that we have. In most cases, the package is either still being delivered and has been marked as the wrong code by the post office, or the package has been delivered to a different member of the household, a neighbor or the building mailroom.

1. Contact your local post office with your tracking number. They will be able to tell you if it has been delivered, and often have a photo of delivery location. In some cases, the local post office may be holding your package for you.
2. Check with other household members, the building mail room/reception and with neighbors. Some postal carriers are permitted to leave packages with other household members, building staff or with neighbors. Please confirm that no-one else has inadvertently picked up the package without informing you.
3. Double-check that the shipping address you provided is correct and complete—especially details like apartment numbers that may have been omitted. The address can be found in the order confirmation email. The address can also be found when you log in to your account on this website.
4. Wait a bit longer for delivery—some local carriers mark the package as delivered before it actually has been. This is the most common cause of this issue, particularly in non-english speaking countries where the mail codes don't directly match the US mail code system. These packages usually are delivered within the next 3-5 days after this notification is received.

In many cases, a misplaced package will turn up within a week. However, it’s possible it may have been lost or even stolen. Shipping fees are non-refundable once an order has been shipped. If a week passes and your package hasn’t turned up after taking these steps, please get in touch with us for further support here.

We do not offer a local pickup option for orders at this time.