F.A.Q.
Below you will find a list of the most commonly asked questions and our answers to them. If you have additional questions you can click HERE.
The fastest way to use this page is to use CTRL+F and type in a keyword or use your browsers page search function to search for a keyword as well.
How do I contact you?
- Email: support@merchgirls.us
- Please allow 2 business days for a response, though we aim for faster sometimes issues require a bit more research on our end.
Where can I find your policies?
Can we sell/run your items in our group or on our website?
- ABSOLUTELY, PLEASE DO! That's what we are here for. Our designs stay on the website and we are constantly adding new ones on top of customs. We have flat pricing for each garment style from YS to 4X. Every month we run a special and you can find more information on that either in our group.
I received a tracking number but nothing is happening. Did my package really ship?
- First and foremost, i'm super sorry this is happening. It is an occurrence we see very often unfortunately. Don't panic though, i promise it'll be okay. Insurance and shipping carriers require that we wait 15 days before we are allowed to file a claim for your package being lost though so being patient is key. 9.75 times out of 10, the package shows up before the 15 days.
- In the off chance it does not, after the 15 days please email support@merchgirls.us so we can get this rectified for you immediately.
My package says delivered but it's not in my mailbox or anywhere. What do i do?!
- Breathe! Then, if you're able, check with your neighbors to see if it was left with one of them instead
- We recommend waiting 2 days as some mail carriers accidentally hit the wrong button and mark items as delivered too soon
- If it's been another mail day and your package still hasn't shown up call your local post office and ask to speak with a supervisor to be able to obtain GPS coordinates of where your package was left
I'd like an update on my order.
- Absolutely, we are happy to prove an update if your order is outside of our listed turnaround time. You can find the most up to date TAT on the banner at the top of our website. If you order is outside of that window please send an email to support@merchgirls.us
What does TAT mean?
- TAT stands for turnaround time; the length of time it will take for us to complete your order before it will ship out of our facility. It is the same thing as processing time. Keep in mind TAT and processing time are separate from shipping time.
What does shipping time mean?
- This is the method of shipping you choose at checkout; it's an estimation of how long it will take you to receive the item once it has been picked up from our facility.
What is your current processing/turnaround time?
- You can always find this information on the banner at the top of the website.
What brands of garments do you use?
- You can find this information in the descriptions of the items. It can vary due to nationwide stock shortages. They are ALWAYS Unisex unless it states otherwise.
Do you take custom orders that you don't list on your website?
- Absolutely, all the time! Just shoot us an email at support@merchgirls.us and we will be happy to try and help.
Where else can I find you on Social Media?
Where are you located?
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We are an online company based out of Winston Salem, NC. Our mailing address is 2806 Reynolda Road, #113, Winston Salem, NC 27106.
Do you accept returns or exchanges?
- Not generally, but there are a few exceptions.
- If we've made a mistake and sent the wrong size/garment/design; we are going to mail you the correct items along with a label to send us the wrong ones back. Easy peasy!
- It is a readily purchased item that we feel as though we could easily resell.
- The garment has some sort of damage that we missed before sending out. (Oops, so sorry!)
- All issue must be reported within 48 hours per our policies.
Can I cancel my order?
- Unfortunately you cannot due to our process moving so quickly to obtain stock for our orders. The exception to this is if we have an issue and we have posted it in the group and made it an option.
Can I add on to my order?
- Sometimes, it's just going to depend. The answer is generally no for confusion sake, but in the rare case we haven't already printed your invoice and moved it along in the process, we are more than happy to! Just shoot us a message and ask.
What if my package arrives damaged or is missing (i.e. says delivered but is clearly not at your home)?
- If it's missing or says delivered but is not there, you should first check with your neighbors because it's likely it got mis-delivered. If a neighbor doesn't seem to have it, we also encourage waiting 2 days as sometimes they are marked as delivered when in fact...they're not and is a known issue within the USPS system. Please email after 2 business days if it has still not been received.
- If anything appears damaged, please email as soon as possible.
I ordered transfers...where are they?
- That depends, did you order a pre-order? If so, those do not ship until 7 to 10 business days after the CLOSE date on the listing. If you aren't sure if you ordered a pre-order, login to your account or check your receipt and you can view the title of the items you purchased and there should be a date.
- If you did not order a pre-order then definitely shoot us an email to support@merchgirls.us