Frequently Asked Questions
- What are your hours of operation?
- What payment methods do you accept?
- How do I pay for an order with PayPal?
- Why have you charged my credit card/PayPal account twice?
- How much does shipping cost?
- I live in the USA. When will my order arrive?
- Will you ship an order to country XYZ?
- Which shipping method should I select when placing an international order?
- I live outside of the USA. When will my international order arrive?
- Do you have a sizing chart?
- When will my order ship that contains a pre-order item?
- When my pre-order shipped I got an email saying my card was declined. Wasn't my card charged when I first placed the pre-order?
- I would like to ship my order to a PO Box. Can I ship UPS?
- I received my zipper hoodie, and the graphic over the zipper seems defective.
- How do I cancel my pending order?
- Will an International Shipment be charged Duties and Taxes?
- How do I redeem a gift card?
- Can I update my shipping address?
- USPS hasn't updated my tracking in a few days, what should I do?
What are your hours of operation?
We are open Monday-Friday, 9am-5pm Eastern, excluding US holidays.
What payment methods do you accept?
We accept Visa, MasterCard, Discover, American Express, PayPal and Money Orders. All payments must be made in US dollars.
How do I pay for an order with PayPal?
Browse the store and add items to your cart. When you go to checkout you'll be presented with two options: 1) You can choose to pay with a credit card or money order using our standard checkout; or, 2) You can use your PayPal account. At that point, if you choose to pay with PayPal we'll send your order details to PayPal and redirect you over there. Follow their instructions and complete the payment. After you successfully pay for your order, PayPal will redirect you back to our site where you'll receive your order confirmation.
Why have you charged my credit card/PayPal account twice?
When you place an order, we obtain an "authorization" from your credit card company or PayPal. This merely confirms that the funds necessary to pay for the order are available. We do not actually collect your payment until your order has shipped. More likely than not, you're seeing this initial authorization as well as the actual payment if your order has recently shipped. Neither PayPal nor most credit card companies do a very good job displaying/explaining these different types of transactions when you're viewing your account online. Rest assured that the temporary authorizations with soon disappear. If you are still concerned that you may have been double-charged after at least one business day, then we encourage you to contact your credit card company or PayPal to confirm that, in fact, a duplicate transaction has occurred. In the unlikely event that this has happened, contact us with your order # and we will investigate and resolve the issue.
How much does shipping cost?
The cost of shipping can vary greatly depending on the particular items you'd like to purchase, the location where you'd like your order shipped, and the type of shipping service that your prefer. You can get a quick shipping & handling estimate by putting the items in your cart, then supplying some address information on the View Cart page. We'll show you a number of options. During the actual checkout process, you can choose exactly which shipping method works best for you.
I live in the USA. When will my order arrive?
Most orders ship within one business day, however some orders may take some additional time to fulfill for various reasons. If your order is time sensitive, please be sure to contact us to see if any component of your order may take longer. When your order does ship, we'll send you an email. If for some reason you didn't receive an email or can't check your messages, you can login to your account and check your order status. The shipping notification email and your account will show when your order sent out. If you chose to have your order delivered by UPS, then congratulations -- you won a tracking number. UPS can tell you where your packages are and when you should expect them. Track that sucker from UPS.com or their iPhone app, etc. If you chose "Standard Shipping", then expect your order in about 5-10 days. While we do use Delivery Confirmation to know that your order has arrived, the USPS doesn't offer the same real-time tracking as UPS. Unless you've paid for one of the premium shipping methods that guarantees delivery times, then any and all "expected delivery dates" are only estimates. Additionally, the UPS Expedited services do not consider weekends or holiday as "business days" (Ex. 2nd Day Air shipped on Thursday will not arrive until Monday). There are many external forces out there that can slow up your order, but everyone is trying to get you your goods ASAP.
Will you ship an order to country XYZ?
While we try to offer shipping to as many countries as possible, we simply cannot ship to every part of the world. The reasons range from import restrictions or high duties & taxes to excessive fraud or lost packages. The list of countries that we accept orders from can change a few times a year, so you may want to check back from time to time. The quickest way to determine if we can ship to your country is to put an item in your cart and visit the View Cart page. Check the list of countries in the "Calculate Shipping" section on that page.
Which shipping method should I select when placing an international order?
At this time, we recommend using DHL for most international orders -- especially high-value orders. DHL services are trackable, insured, tend to make it through customs quickly, and have relatively few problems with deliveries. USPS First Class and Priority services, on the other hand, offer less reliable or no tracking function and are not insured. Additionally, US Postal Service shipments can take several weeks to clear customs in some instances. In our experience, the DHL services are worth the additional cost. While cheaper, USPS services are generally slower and less reliable.
I live outside of the USA. When will my international order arrive?
Most orders ship within one business day. When your order does ship, we'll send you an email. If for some reason you didn't receive an email or can't check your messages, you can login to your account and check your order status. The shipping notification email and your account will show when your order sent out. If you opted to pay for a recommended trackable service, such as a DHL option, then you can use the tracking number to see the expected delivery date. The US Postal Service offers no such tracking. Also, while most USPS First Class and Priority shipments arrive within a few weeks and without a problem, it is difficult to provide you with a more accurate timeframe. Further, it is impossible for us to determine how long it will take for a shipment to clear customs. This can delay delivery and is completely out of our control. If your shipment does not arrive after a few weeks, simply contact us with your order #. We will review reports of lost shipments on a case-by-case basis.
Do you have a sizing chart?
We are currently working on this. Different items may be printed on different apparel brands, so one sizing chart will not suffice. If sizing information is not yet available in the description of an item you are interested in, simply contact us with the item name and item # and we'll reply with the dimensions.
When will my order ship that contains a pre-order item?
Your order will not ship until all the items are available. If you order a pre-order item and an item that is currently available for shipping, then we will wait until the pre-order item is available. If you wish to receive your other items before your pre-order item is available, then please place a separate order. We will always try to have a pre-order shipped out by the release date. Unfortunately, from time to time we may be waiting for a label or manufacturer to send us items for the pre-order. If this is the case, trust that we are doing everything in our power to obtain the items in order to fulfill your order as quickly as possible. If your pre-order is pending after the release date and you would like to know the status of the order, please feel free to contact our customer service.
When my pre-order shipped I got an email saying my card was declined. Wasn't my card charged when I first placed the pre-order?
According to rules and regulations set forth by the Payment Card Industry (PCI) we are unable to charge a customer's credit card for an e-commerce order until the order has shipped. So when you first place your pre-order, we will obtain an "authorization" from your bank or credit card company to confirm that the funds are available, just like any other order (see the question above "Why have you charged my credit card/PayPal account twice?") . Credit Card authorizations are typically valid for 30 business days before it expires and drops off your account (almost like it never happened). We do not actually capture the payment until the pre-order has been released and the order has been shipped. So make sure those funds are available prior to the pre-order release date! If you chose to pay via Paypal we will typically capture the funds up front. If for some reason we are unable to capture the funds, we will try again on the release date. The Paypal authorization can fluctuate, so we'll have to send a new payment request if the authorization expires. If you are unsure whether or not you have been charged for the order just contact us with the order number and we will investigate.
I would like to ship my order to a PO Box. Can I ship UPS?
No, UPS does not ship to US Postal Service PO Boxes. If you choose UPS Ground as your shipping method and your shipping address is a PO Box, we will make the switch to USPS Priority Mail (which typically ships within 3-5 business days) and adjust your shipping costs accordingly. If you choose an expedited UPS shipping option (such as UPS 3 Day Select or UPS 2nd Day Air), we will contact you to determine if you would like to provide an alternative shipping address or switch to USPS. If we do not receive a response from you within 48 hours we will adjust your shipping to USPS Priority Mail and adjust your shipping costs at that time.
I received my zipper hoodie, and the graphic over the zipper seems defective.
Although we do offer products that have prints that go over zippers, it is not a perfect process in the print industry. Please understand that this can yield inconsistent results and slight imperfections (example: gaps along seams). If you feel that you have received a damaged product, please contact us to review.
How do I cancel my pending order?
Sign In to your account, then in your account select the order number under "Your Order History". Inside of the order click on "Cancel Order" and then confirm "yes". *If you have canceled an order containing a Pre-Order item and have paid with Paypal, please send an email to customer service to refund your order.
Will an International Shipment be charged Duties and Taxes?
Shipments destined outside the United States may require additional duties or import taxes to be paid on delivery. The customer is responsible for the payment of all such fees. We cannot mark shipments "Gift" on customs forms, nor can we adjust the value of the items in the shipments. Unfortunately it is very difficult or impossible for us to estimate the duties and taxes your country may charge you. If you have any questions, please contact your local officials. International shipments do not have a guaranteed delivery time. The standard shipping service may take anywhere from one to several weeks and does not have location tracking. The expedited shipping option typically arrives in about 5-10 business days and includes location tracking.
How do I redeem a gift card?
If you have placed an order for a gift card you will receive an order confirmation e-mail and a gift card e-mail that contains the redemption code. The gift card e-mail can simply be forwarded to anyone, inside the e-mail is a link to redeem. If you received a gift card you can redeem the gift card during the checkout process. You can also set up an account and redeem by going to this link : http://www.indiemerchstore.com/redeem/ If you do not already have an existing account with us you will be asked to register for one. Gift Card balances never expire.
Can I update my shipping address?
If your order has not shipped out yet we can update your shipping address. Please contact customer service with your order number and the new address. Once we have updated it we will confirm that that the address has been updated. If your order has already been shipped out we may be able to do a delivery intercept on one of our expedited shipping options. If we are able to do the delivery intercept, you will incur an intercept fee. Standard shipping does not allow for delivery intercept.
USPS hasn't updated my tracking in a few days, what should I do?
Because IndieMerch utilizes a shipping partner, sometimes USPS tracking numbers aren't updated when the package changes carriers. Additionally the USPS is only required to provide a delivery confirmation. For a more accurate depiction of where your order is, try entering your tracking number here. Please keep in mind, Standard Shipping generally takes 7-10 business days.