INTERNATIONAL SHIPMENT CUSTOMS/DUTIES:

Please note that all international shipments are sent as DDU (Delivery Duty Unpaid). Payment of any applicable customs/import duties, taxes, and other fees, including VAT, is the responsibility of the customer. Failure to pay these fees may result in delays or non-delivery of your order, and we do not offer refunds in these cases. Please contact your local customs authority and postal service for more information regarding additional costs prior to purchase.

PROCESSING & DISPATCH:

Most in-stock orders are dispatched within 2 to 3 business days of being placed, and some products take 3 to 5 business days. Where an item takes longer than 3 to 5 business days to process (for example, made-to-order or extended-production items, which can take up to around 14 business days), this is called out on the product page. Once your order leaves our warehouse you will receive a shipping confirmation email with tracking. Shipping costs are calculated at checkout based on your delivery address and the items in your order. Delivery time after dispatch varies by destination and carrier. As a general guide, US domestic orders typically arrive within 5 to 10 business days and international orders within 8 to 20 business days. These timeframes are estimates only and are not guaranteed.

PRE-ORDERS:

Items marked as pre-orders will include estimated shipping or delivery dates, which are our best estimate of expected fulfillment timeframes. These dates will occasionally be subject to change due to production schedules, supply chain delays, customs clearance and freight logistics. If your order includes a pre-order item, it will ship once production is complete and stock is available at our warehouse. We will keep you updated if there is a significant delay in your order delivery. If an order includes both in-stock and pre-order items that ship from the same location, the full order is held and shipped together in one shipment once all items have arrived and are ready to dispatch. Orders are only split into separate shipments when items are stocked in different warehouses, as described under Shipping Locations below. Please check the pre-order product page for specific shipping details.

SHIPPING LOCATIONS:

We ship from multiple warehouses in the US and worldwide. The majority of the items will ship from our US based warehouses. At times, your order may be split into multiple packages for delivery, arriving as separate packages with the shipping time depending on where each package was shipped from. 

SHIPPING RESTRICTIONS:

We don’t ship to some locations because of legal restrictions or shipping carrier limitations. Locations that we do not ship to include, but are not limited to, Crimea, Luhansk, and Donetsk regions in Ukraine, Russia, Belarus, Ecuador, Cuba, Iran, North Korea, and Syria. From time to time, additional locations may be temporarily unavailable for shipment due to service disruptions, carrier limitations, warfare and natural disasters, or due to store maintenance. 

SHIPPING DELAYS:

Due to global shipping variability caused by holiday periods and other unforeseen events, there may be delays in shipments. We cannot provide refunds for any unforeseen shipping delays outside of our control.

LOST, STOLEN, OR DAMAGED PARCELS:

If tracking shows your order as delivered but you have not received it, or if your order appears lost in transit or arrives damaged, please contact us at info@themerchguild.com within 30 days of the expected delivery date. We will work with the carrier to locate the parcel and, where a parcel is confirmed lost or arrives damaged, arrange a replacement or refund. Nothing in this policy limits any rights you may have under the Australian Consumer Law.

Please contact us at info@themerchguild.com should you have any questions about shipping costs or policies prior to your purchase.