Returns and Exchanges
Merch Van uses print on demand companies, all products are unique and produced per order. Returns or exchanges are not supported if you the customer ordered a wrong size, color, or simply doesn’t like the product.
Once an order has been made it is sent immediately to the Print Provider and you can no longer edit any details or cancel it. If the shipment details were incorrect, or the customer ordered the wrong size or color, Merch Van is not responsible and will not offer replacements or refunds. The customer is responsible for adding the right information into their order.
This may sound harsh but this is how Print On Demand works, and this is not specified by us Merch Van, but by the print companies.
We can offer a replacement order free of charge, if there are any issues with the order, like manufacturing error, printing issues and such.
Please contact us before returning any products. We cannot refund orders for buyer’s remorse. Returns for products, face masks, size exchanges etc. You can contact us here.
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you or your members notice an issue on the products or anything else on the order, please submit a problem report here.
Wrong Address – If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. The customer will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to the end customer (if and as applicable).
Merch Van does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
If you have any questions of concerns, please contact us.