Wholesale FAQ

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How do I signup for a wholesale account?

How do I know if my wholesale account is approved?

  • Accounts are automatically approved, if you're unsure, try using the code provided, ensuring you are logged in with the email you used at signup.

What is the pricing associated with wholesale status?

  • Wholesale status will result in $10 being deducted from the price of every apparel item that is not currently on sale

The $10 isn't coming off at checkout, what do i do?

  • Enter the code WHOLESALE in the discount code box, if it does not apply, logout, log back in and try one more time. It usually works then ;) If that still doesn't work, make sure you're logged in using the email you signed up for wholesale with and try again.

If i have an existing account that isn't wholesale, how do I receive wholesale status?

  • Send over your email associated with your account and a copy of your TAX ID to support@merchgirls.us and we will be happy to give you wholesale status

When will my order ship?

  • A requirement to be a wholesale customer is reviewing our turnaround time on the banner at the top of the website and calculating that time appropriately. We do not count weekends or Holiday as they are not business days. Asking about your order before the turnaround time is up takes away from production time because we have to stop and answer you, please do not do this. Inquiring about the status of your order(s) before the turnaround time has passed can result in you losing wholesale status as this is part of the "self sufficiency" we require. If this doesn't work for you that's totally okay and you're not obligated to be our customer, sometimes businesses and clients just aren't a great fit and that's the beauty of having many businesses doing the same things.
  • If your order is outside of the turnaround time by 24 hours, please make sure you check the group and/or the Wholesale Updates section for any updates. If there are no updates please send us an email to support@merchgirls.us to inquire if needed. I can assure you though, we are working as fast as possible to get through everything and will ship your items as soon as possible.

Do you have requirements of your wholesale customers?

  • Not many but we do have some. While we are happy to help, we do ask that our wholesale customers be fairly self sufficient business owners and do their due diligence using the resources provided before reaching out with questions. This is due to us having limited staffing and our main concentration being on order fulfillment. Having to stop and answer questions that we have already answered tends to take away from that. We also require that wholesale customers be in the FB group so that they can keep up with the most up to date information. 

Can I add notes to make changes to items i've ordered?

  • We do not honor notes or emails regarding changes unless they have been approved by an admin; in which case we will add the note to your order ourselves

Can I combine my orders?

  • Unfortunately that is not something we offer as it leaves lots of rooms for mistakes to occur

Can I cancel my order?

  • We do not offer cancellations as we order blanks for orders daily

Can I add to my order?

  • Unfortunately that is not something we offer as it leaves lot of rooms for mistakes to occur and we order blanks daily

I like this item but can I get it like this instead?

  • We put lots of time and effort into choosing what we would like to offer our customers. If it isn't listed how you like, you'll need to search and see if that is something we offer or you may have to look for another vendor to provide that item. This includes but is not limited to sizing as well. 

How do we reach out with questions or concerns?

  • Our preferred method is via email to support@merchgirls.us or using the chat feature on our website. We do not accept private DM's as this leads to people upset they didn't get a reply because we've lost messages etc. It is a boundary of ours and we would appreciate if you respect it. When you do reach out, please choose one method of communication, not emailing and messaging, and then allow 48 hours for a response. Usually we reply within a few hours but some issues require a bit more time and research and we appreciate your understanding.

Where are you located?

  • We are located in Winston Salem, NC and our mailing address is:
    • 2806 Reynolda Rd, #113, Winston Salem, NC 27106

 My package isn't tracking.

  • We are so sorry about that! Once a label is made your package is dropped off within 48 hours, usually 24. This can depend on the time of day and day of the week when the label was made so please be mindful of that.
  • Occasionally our Greensboro hub will experience issues and this generally occurs around the holidays. We and the carriers ask you allow 15 days to pass before reaching out and letting us know your package appears lost.
  •  Please keep in mind we all see the same tracking information. This means if you call USPS to see if they have your package when you see the package isn't tracking, they're going to tell you no. That's because they see on their screen what you see on theirs.

I'd like to check the status of my order but I have a tracking number.

  • Once a label is made your package is dropped off within 48 hours, usually 24. This can depend on the time of day and the day of the week when the label was made so please be mindful of that.
  • Occasionally our Greensboro hub will experience issues and this generally occurs around the holidays. We and the carriers ask you allow 15 days to pass before reaching out and letting us know your package appears lost. Once it's been 15 days please email us and let us know so we can rectify this asap.
  •  Please keep in mind we all see the same tracking information. This means if you call USPS to see if they have your package when you see the package isn't tracking, they're going to tell you no. That's because they see on their screen what you see on theirs.

I'd like to check the status of my order but I do not have tracking yet.

Okay, let us help with that!

  • Have you had a chance to review our processing times on the banner at the top of the website? If not, please take the opportunity to do so. We calculate our turnaround time using business days not counting holidays.
  • If we are within our turnaround time we ask that you refrain from asking for updates as this takes away time from order completion and we have limited staff. All items within TAT can be assumed to still be in processing. We appreciate your understanding and cooperation.
  • If we are outside of our turnaround time and you've not received tracking we do ask our fellow business owners to check within the FB group as required and then check the Wholesale Updates section of the website first to see if their issue is addressed
  • If your issue is not address please reach out to support@merchgirls.us and include your order number asking us to please look into your order

I have an issue with my order. Something is missing. Something is damaged. Something was fulfilled incorrectly.

  • Oh no! First and foremost we are so sorry, let us help get to the bottom of this

Something is missing from my order

  • If you're missing an item; we ask that you double check your order using the invoice provided before reaching out as lots of times our busy customers realize they simply overlooked the item. We get it! Happens to us all the time.
  • All missing or damaged items must be reported within 48 hours. If you're planning to go vacation or out of town and anticipate not being there to check items at delivery please let us know ahead of time.
  • Once you've determined that the item(s) are definitely missing, please determine if your package appears damaged. From there please email support@merchgirls.us and include the following required information:
    • Your order number
    • List out the exact item(s) missing, anything else you deem as abnormal or worth noting and if you've noticed any damage to the packaging
    • A photo of all pages of the invoice
    • A photo of the packaging (this is still required even if you do not note any damage)
  • These items are all required. We need them all to investigate what has happened and how it happened properly and to process a replacement for you. Throwing items away or giving things to customers and telling us you no longer have them will deem us unable to help. 

Something is damaged in my order

Oh my gosh, we are so sorry about that.

  • If your item is damaged please determine if your package appears damaged. From there please email support@merchgirls.us and include the following information:
    • Your order number
    • List out the exact item(s) damaged, anything else you deem as abnormal or worth noting and if you've noticed any damage to the packaging
    • A clear photo of all pages of the invoice
    • A clear photo of the packaging (this is still required even if you do not note any damage). Please note we may need to request more photos for insurance purposes so please do not immediately discard the packaging.
  • These items are all required. We need them all to investigate what has happened and how it happened properly and to process a replacement for you. Throwing items away or giving things to customers and telling us you no longer have them will deem us unable to help. 

I received an incorrect item

Oh my gosh, we are so sorry about that. We definitely do make mistakes occasionally!

  • If you received an incorrect item please email support@merchgirls.us and include the following information:
    • Your order number
    • List out the exact item(s) received and what is missing, anything else you deem as abnormal or worth noting and if you've noticed any damage to the packaging. Please try to be as clear as possible.
    • A clear photo of all pages of the invoice
    • A clear photo of the packaging (this is still required even if you do not note any damage). Please note we may need to request more photos for insurance purposes so please do not immediately discard the packaging.
  • These items are all required. We need them all to investigate what has happened and how it happened properly and to process a replacement for you. Throwing items away or giving things to customers and telling us you no longer have them will deem us unable to help. 

How do I find tracking? I never got an email with tracking, has my order shipped?

  • To check for tracking you will login to your account on the website and go to your order history, from there you will be able to see if you have a tracking number.

Do you have minimums?

  • We do not!