ORDERS AND PRODUCT
How does ordering from MERCHAND work?
Every item is printed individually on-demand specifically for you upon purchase. Production takes between 2 to 7 business days before your order is dispatched.
Why do product colors look slightly different in person?
Minor color variations may occur due to device screen calibrations and garment fabric blends during digital printing (DTG). These slight variations are standard in print production and do not constitute a defect.
Can I modify or cancel my order after placing it?
Because orders enter production shortly after checkout, modifications or cancellations are not guaranteed. Please contact support@merchand.ca immediately with your order number if you need to make changes.
How long will shipping take?
United States & Canada: 3–7 business days after fulfillment
United Kingdom & Europe: 4–10 business days after fulfillment
Rest of the World: 7–20 business days after fulfillment
Note: Delivery dates are carrier estimates and may vary due to high-volume drops, holidays, or customs processing.
When will a sold-out item be restocked?
Restock schedules depend on drop collections, fabric blank availability, and seasonal demand. Sign up for our email newsletter or follow our official social channels to be notified first when collections drop or restock.
What size should I order?
Every product page includes a dedicated Size Guide with detailed measurements. Many of our streetwear pieces feature an oversized or boxy fit, so please review the measurements on the product page to select your preferred fit prior to ordering.
Will I have to pay import duties or customs fees?
International orders may be subject to import duties, VAT, or local customs clearance fees once the package reaches its destination country. These charges are set by local authorities and are the sole responsibility of the customer.
Where can I find my tracking number?
Once your package is printed and packed, an automated email with tracking information will be sent to you. Please allow 24–48 hours for the tracking link to update.
What should I do if I receive the wrong item?
Please contact support@merchand.ca within 14 days of delivery with your order number, a list of incorrect items, and clear photos of the packaging and shipping label. Our team will verify the case and dispatch the correct items immediately.
My order is marked as delivered, but I have not received it. What should I do?
First, check with housemates, neighbors, building reception, and any safe drop spots around your delivery address. Please also double-check the tracking link provided by the carrier. If you still cannot locate the parcel, contact support@merchand.ca so we can investigate the shipment with the carrier. (Note: Once a package is marked as "Delivered" by the shipping carrier, MERCHAND is no longer liable for stolen or missing mail.)
RETURNS & EXHCANGED
Can I return or exchange an item?
Because all items are printed individually on-demand specifically for you upon purchase, all sales are final. We do not accept returns or exchanges for wrong sizes, buyer’s remorse, or mind-changes. Please consult our detailed Size Guides on each product page before placing your order to ensure the correct fit.
(Exception: In accordance with statutory consumer rights, customers residing in the European Union or United Kingdom may request a return within 14 days of delivery by contacting support@merchand.ca).
What should I do if my item is damaged, misprinted, or defective?
We stand behind our quality. If your item arrives defective, damaged, or misprinted, please contact support@merchand.ca within 14 days of delivery with your order number and clear photos showing the damaged area alongside the shipping label. Upon verification, we will issue a free replacement or a full refund immediately—you will not be required to ship the item back.
How long will my refund take?
Once a refund is approved by our support team, it is processed back to your original payment method immediately. It usually appears on your account within 2 to 5 business days, depending on your bank or payment provider.