F.A.Q.

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📬 Contact & Policies

How do I contact you?

Email: support@merchgirls.us
Please allow up to 2 business days for a response. We try to be faster, but some things can require additional research.

Where can I find your policies?

All of our retail policies can be found here:
Policies

📦 Order Status & Turnaround

I’d like an update on my order.

If your order is still within our posted turnaround time (TAT), it’s in progress. You can find current TAT info in the banner at the top of our website. If it’s outside the window, email us and we’ll be happy to check on it.

What does TAT mean?

TAT stands for “turnaround time” — the time it takes to create your order before it ships. It’s also known as processing time, and it does not include the shipping time once your order leaves our facility.

What does shipping time mean?

Shipping time is the estimated number of days it will take for your item to arrive after the carrier is in posession of your package. You select your shipping method at checkout.

🚚 Shipping & Delivery

I got a tracking number, but it’s not updating. Did my package really ship?

Yes, it did! USPS and other carriers often delay scans. We must wait 15 days before filing a claim. Most packages show up by then.

If it’s still not moving after 15 days, email us at support@merchgirls.us and we’ll take care of it.

My package says “delivered,” but it’s not here. What should I do?

This is common and usually resolves quickly. Please:

  • Check with neighbors
  • Wait 1–2 days (sometimes scanned early)
  • Call your local post office and ask for GPS delivery info

If it hasn’t turned up after 2 business days, email us and we’ll help.

⚠️ Missing or Damaged Orders

My package arrived damaged or is missing something. Help!

Email support@merchgirls.us within 48 hours. Include photos of the issue and packaging if possible so we can resolve it quickly.

🔁 Returns & Cancellations

Do you accept returns or exchanges?

We don’t generally accept returns or exchanges, but we’ll always make it right if:

  • We sent the wrong item or size
  • The item is damaged or defective
  • It’s a standard item we feel we can easily resell

Please report issues within 48 hours of delivery.

Can I cancel or add to my order?

We process orders fast, so changes aren’t guaranteed. If we haven’t ordered your blanks or printed your invoice yet, we might be able to help. Just email us!

🎨 Product & Customization

Do you take custom orders?

We do! Just email support@merchgirls.us and let us know what you're looking for. We’re happy to try and help.

What brands of garments do you use? Are they unisex?

All garment details are in each product listing. Brands may vary due to national shortages. All are unisex unless noted otherwise.

🖨️ Transfers

I ordered transfers. When will they ship?

If you ordered a pre-order transfer, it ships 7–10 business days after the close date on the listing. Check your order confirmation or listing title for the date.

If it wasn’t a pre-order and you're still waiting, email us and we’ll take a look.

📍 Location

Where are you located?

We are based in Winston Salem, NC.
Mailing Address:
2806 Reynolda Road, #113
Winston Salem, NC 27106