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?
- Are these items available for wholesale?
- How can I get my own IndieMerch webstore?
- How can I get my merch on IndieMerchstore?
- When will my order ship that contains a pre-order item?
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. 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 to have the US Postal Service deliver your order, then expect your order in about 4-7 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 or FedEx :-( 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, are not trackable and 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.
Are these items available for wholesale?
Qualified wholesalers may purchase many of the items on IndieMerchstore and IndieMerch webstores via IndieMerchandising.com. Please visit our sister website for further details.
How can I get my own IndieMerch webstore?
Signup at IndieMerch.com. Notice the waiting list? Sorry. But wait! If you represent a larger brand or band and require managed services, licensing, etc., then have your people contact our people (IndieMerchandising Artist Relations Dept.).
How can I get my merch on IndieMerchstore?
IndieMerch clients can choose to sell their items on IndieMerchstore.com in addition to their webstore. The first step, then, is to become an IndieMerch client (see the question & answer above).
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. Indiemerch 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.
