Last Updated: April 2026
Our Commitment
At Merchy's, we stand behind every order. If something isn't right — whether it's a misprint, wrong size, wrong item, or production defect — we'll make it right. Our goal is simple: you should love what you get.
What's Covered
We cover mistakes on our end, including:
- Production errors in screen printing, embroidery, or DTF transfers (wrong design, off-center placement, defective stitching or print quality)
- Incorrect items shipped (wrong size, wrong garment, wrong color compared to your approved order)
- Items damaged during production or shipping (tears, stains, print smears)
What's Not Covered
We do not cover:
- Errors in customer-approved artwork or proofs. If you approved a mockup with a typo or layout mistake, that falls on the approval. This is why we always send proofs before printing.
- Minor variations within industry-standard tolerances. Slight color differences between screen and print, or minor placement variations, are normal in custom printing.
- Customer-supplied garments, unless agreed upon in advance. Different fabrics react differently to printing methods, and we can't guarantee results on materials we didn't source.
How It Works
1. Contact Us Reach out within 7 business days of receiving your order. Email start@merchysmerch.com or call (619) 800-0159 with your order number, photos of the issue, and a description of what went wrong vs. what you expected.
2. We Review Same Day We respond same day and verify the issue. We'll ask for clear photos showing the problem so we can assess it quickly.
3. Replacement or Refund
- If the error is ours, we reprint or remake the item(s) at no additional cost — this is our preferred resolution because we want you to have the product you ordered.
- If replacement isn't possible or practical, we'll issue a full or partial refund for the affected item(s).
4. Shipping If the mistake is ours, we cover return shipping (if needed) and send corrected items at our cost. If the issue involves shipping damage, please keep all packaging so we can file claims with the carrier.
Custom Orders and Cancellations
Because every order is made to your specifications, we cannot accept returns on correctly produced custom items. Once you approve your proof and payment is received, your production slot is locked in. Please review your proofs carefully before approving.
Exchanges
If you need a different size or color on an item that hasn't entered production, contact us immediately and we'll adjust your order at no charge. Once production has started, changes may require a reorder.
Tips to Avoid Issues
- Review your digital proof carefully before approving — check spelling, layout, and colors
- Double-check sizing using our garment sizing charts
- Request a sample if your design or placement is critical
- Keep your order confirmation for reference
Questions?
Email start@merchysmerch.com or call (619) 800-0159. We're here Monday – Friday, 9 AM – 5 PM.
