Who Are You?
MerchCo Online, LLC is the e-commerce division of The Merchandise Company, a leading manufacturer and distributor of officially licensed music and entertainment merchandise. Through arrangements with our clients, we are able to offer you a wide range of official merchandise from a wide range of Bands, Artists, clothing lines, and other brands.

How do I contact you?
MerchCo Online LLC
1600 East 33 rd Street
Long Beach , CA 90807
(888) 99MERCH
webstores@merch-co.com
Hours: Monday-Friday 9AM-5PM PST .

How do I pay by check/money order?
To pay by check or money order please go through the order steps online and select "pay by check or money order." Print out the screen that has your total cost including shipping and tax, and mail it with the check or money order to the address shown below. Payments must be in US DOLLARS ONLY please.

Please note that we must receive your payment, and the payment must clear before we ship your order. Checks can take up to 14 business days to clear. Since this is the case, please be aware that paying by check will delay shipping your order. For faster service, we recommend you pay by money order or cashier's check.

Can I Order Over The Phone?
Unfortunately we cannot take phone orders at this time. Our telephone staff is dedicated to customer service only.

How Do You Ship Your Orders?
Orders within the United States are shipped by the US Postal Service or Federal Express. When you check out, you will be given the option to select from a number of shipping methods available for your zip code. Your order will usually ship within 3-7 business days from receipt by us. Please note that all orders with PO/APO/FPO addresses can only be shipped via US Postal Service.

Orders shipped to the rest of the world are shipped by the US Postal Service. Please note that you will be responsible for any additional customs taxes or tariffs as applicable to your country, at the time of delivery.

How Long Will It Take To Get My Order?
We will make all efforts to ship your order within 3-7 business days of receipt. During the Holidays, our order processing time may increase. However, we will start posting updates on our site starting November 15 th of each year letting you know about our current shipment processing times.

Transit time is determined by the shipping service you choose and the approximate transit time is posted next to each shipping option in the checkout section. International customers please note that transit time does not include customs clearance time into your applicable country.

Do You Backorder?
Though every attempt is made to only offer products on our site that are currently in stock, we may go out of stock on an item you order from time to time. If that is the case you will be notified by e-mail. If we must back order item(s) that are part of a larger order, the items we do have in stock will ship and the backordered item(s) will ship when we have them back in stock. You will not be responsible for any additional freight due to multiple shipments to you.

What Credit & Debit Cards Do You Accept?
Visa and MasterCard credit & debit cards are our current accepted as forms of payment. For the orders you place with us, your credit card statement will show a charge from MerchCo Online, LLC

We plan to start accepting American Express by March of 2005.

Can I Return an Item?
Depending on the reasons why you want to return an item, the following rules apply. Please note that if you ever send an item back to us for exchange or refund, we will need a copy of your original receipt. Also, a short letter explaining the circumstances around your return is appreciated.

• Music/Media – CD’s & DVD’s are not returnable unless the disc is defective and unplayable. If you have an unplayable CD or DVD, please return it to us within 30 days of receipt and we will exchange it for the same item. You will not be responsible for any additional shipping.
• Wrong Size Garment– If you are unhappy with the fit of a garment, please return it to us within 30 days of receipt and we will exchange it for the same, but different sized item. You will be responsible for any additional freight. Since we do not keep credit cards on file, the best way to get the item back to you is if you include the proper postage (or a Federal Express account number) that we will use only to ship the item back to you. To avoid purchasing the wrong size, please note we have a size chart in the FAQ’s section.If an item is returned because of the size and you do not want another size but a refund a 15% restocking will be assed against the refund.
• Wrong Item/Defective Item (other than music/media) – If we ship you the wrong item please return it to us within 30 days of receipt and we will ship you the correct item. If we ship you a defective item we will replace the defective item with the same first quality item. You will not be responsible for any additional freight.

Again, please note that if you ever send an item back to us for exchange or refund, we will need a copy of your original receipt. Also, a short letter explaining the circumstances around your return is appreciated.

I bought an item that fits the above return criteria, but I didn’t buy it from you online. Can I still return it?
Unfortunately, we can’t accept returns on any items that are available in our web-stores but that were not purchased from our web-stores. In many cases we sell the same items wholesale to retailers like Hot Topic and Urban Outfitters. Also many of our Bands sell the same items at their live performances. In order to affect a return you will need the order number generated from our system at the time of your purchase. The retailers where you bought the item in question from all have fair return policies; please contact the retailer for more info.

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What Are The Approximate Size Specifications of Your Garments?

 T-Shirts (In Inches)  

Hoodies (In Inches)

Juniors Tee’s (In Inches)

What Are Some of the Key Technical and Security Features of Your site?
The MerchCo Online site is optimized to work with the latest versions of Internet Explorer, Netscape, and AOL.

Download the latest version of Internet Explorer here: http://www.microsoft.com/windows/ie/default.asp
Download the latest version of Netscape here: http://channels.netscape.com/ns/browsers/default.jsp

We strive to make your shopping experience secure as possible. We use secure socket layer [SSL] protocol, the industry standard for ensuring the security of your electronic commerce transactions. SSL uses 128-bit encryption for all personal information in transit over the Internet, including your credit card number, name and address. This technology is designed to protect your information. Also, it is our policy not to keep any of your credit card information on file on-line or off-line.

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