Customer Service / Shipping Policies
VIA MERCH BUSINESS HOURS : Monday-Friday / 10:00 to 6:00 (PST)
WAREHOUSE LOCATION : Costa Mesa, CA 92626
SHIPPING
Orders typically take 3-5 business days to be processed and shipped for in stock merchandise, but is longer than this during sales and holidays! We currently ship Monday - Friday, and only offer USPS for shipping. Receiving an email saying your item has shipped does not necessarily mean it will be shipped that day; it means your order was processed for shipment. Your order will be processed and sent to our fulfillment area to be fulfilled as quickly as possible. Transit time estimates given at checkout are after the fulfillment time, and are subject to USPS delays. Shipping prices are determined by USPS which are based on the weight of your entire order, and its destination from our warehouse. We will not issue shipping refunds for shipping delays.
PRE-ORDER ITEMS
Payment is charged immediately at checkout.
Pre-order items are not available to ship at the time of purchase. Shipping timelines for pre-order items are detailed in the product description. If you are ordering a pre-order item with an in-stock item, your order will ship when the pre-order item becomes available (unless otherwise noted). If you’d like to receive your items separately, please separate your cart into multiple orders. Bundled items cannot ship separately. We don't split orders after they are placed.
DOMESTIC SHIPPING
Please note the following delivery time estimates for the various domestic shipping methods:
USPS First Class (only available for packages 15oz or less) - 2-6 business days
USPS Priority (required for packages 16oz and up) - 1-4 business days
USPS Media Mail (only available for media items such as music) - 3-8 business days
Please be aware that these timelines do not include order processing time. Please see our shipping policy above so you are aware of these timelines which may prolong your delivery estimate.
INTERNATIONAL SHIPPING & DUTIES / TAXES
International shipments may incur import fees and duties / taxes that are not reflected in our shipping prices. We are not responsible for duties / taxes imposed on your order. Please consult your country’s customs office for details about any additional duties and taxes required for your order.
International delivery times average 12 business days once shipped, but can be delayed by customs. Some orders could take up to 8-10 weeks for delivery. If it is past the 8-10 week time window but your tracking has recently updated to show movement, your order is still on the way. We are not responsible for these delays and this issue should be taken up with the shipping carrier or customs authority. If your tracking has not updated after the 8-10 week time period, please reach out to our customer care team. Please be aware that we are not financially responsible for products confiscated by the legal authorities of your country or state. The customer is responsible for all shipping charges for orders that are refused upon delivery. Per the terms of our return policy, please note that shipping arrangements and costs incurred to returned or exchanged items are the customer’s responsibility.
VIA MERCH CUSTOMER SERVICE
We currently offer Customer Service Monday – Friday / 10am to 6pm
Please allow up to 24 hours for us to get back to you during the week. Emails sent late on Friday will be responded to the following week. Please refrain from sending multiple emails. We will respond as quickly as possible, and to emails in the order they're received.
When emailing our Customer Service team, please include:
- Band's Name: Stick Figure & Order Number
- The name your order is placed under
- Message / Concern / Question
Customer Service Email: viamerch@gmail.com
REFUND/RETURN/EXCHANGE POLICY
You have 30 days after receiving your item(s) to request a return or exchange.
Refunds are not issued for existing orders for new sales.
To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will cover the cost of return shipping, except in any case where we are responsible for the cause of the return or exchange (see “Damages and issues”). If your return package does not successfully arrive at our warehouse, we cannot issue a refund or exchange.
Please contact the above email address to begin the return or exchange process. Items sent back to us without first requesting a return will not be accepted.
DAMAGES & ISSUES
Contact us immediately if the item is defective, damaged or if you receive the wrong item. We will need to be told within a week of delivery. Please be sure to have a photo attached. We do not accept returns or exchanges for apparel items that become damaged or shrink after washing.
EXCEPTIONS / NON-RETURNABLE ITEMS
Unfortunately, vinyls and posters cannot be returned. All vinyl is subject to minor cosmetic defects, cosmetic damages, or cosmetic differences due to the nature of the vinyl pressing and shipping process. Posters may show slight wear due to the nature of moving around and being on tour. Please get in touch if you have questions or concerns about your specific item.
REFUNDS
We will notify you once we’ve received your return. If approved, you’ll be refunded on your original payment method. It typically takes 5-10 business days for a returned package to be processed, and 1-3 business days once issued for your bank or credit card to post the refund to your account.
ORDER CHANGES / CANCELLATION
Contact viamerch@gmail.com to update your shipping address, change an item, or cancel your order. Please note these requests are not guaranteed until one of our team members has confirmed your request has been processed.
ADDRESS CHANGES
If your order has already shipped, we are not responsible for packages lost due to an incorrect shipping address being provided with your order. You will not be refunded for your order. If your package is returned to our warehouse, you will be contacted. In this instance we will allow 1 re-shipment of your order upon your shipping address confirmation. If your package fails to deliver after your reshipment, we will refund the cost of the items in your order, minus the cost of shipping.
PACKAGES NOT RECEIVED
In the case that your package was scanned as delivered, but was not received, we will need to be notified within 2 weeks. Please send evidence that a claim for a missing package has been filed with USPS prior to emailing our customer service team. Unfortunately, we are not liable for packages lost in transit, but we will look over information sent to see if the package qualifies to be replaced.