Contact Horrormerch.com

Before Contacting The Helpdesk, Please Browse Our Frequently Asked Questions Below As This Is The Fastest Way To Get Answers To Your Questions.


Where Are My Clothing Items?
Using Coupons
Where Are My Figures?
Split Shipping
Can I Cancel My Order?
Automatic Cancellation Policy
Damaged Shipments
Missing/Incorrect Items
Missing Shipments Shown As Delivered
Items Returned To Us/Incorrect Address
Why Are You Not Answering My Emails?
Anything Else?

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Where Are My Clothing Items?

All clothing items are directly printed or restocked for your purchase. These Pre-Order items (be sure to check your receipt for more information) are put directly into production or reserved for you, with a Non-Refundable Deposit, as soon as you submit your purchase.

Most shirts usually ship around 15 business days (this does not including weekends or holidays) after purchase. Depending on the license, design, print shop timelines and production process will vary each direct item's ship times and all reprint/restock/ship dates are subject to change. Discounts or Gift Card credits will not be available if items do not ship within 10-15 business days. Depending on the time of year, license renewals, production procedures, or other outside issues outside of our control, these circumstances may vary direct turn around times.

As items are scheduled to be released/restocked, we will directly email updates as they are available. Be sure to check your spam/filtered emails for updates as we will not have any exact ship dates available, until we email you directly.

If multiple shirts are purchased, we may split your shipment up at no additional cost to you. This will get what items are currently available out to you faster, while the other items are still in production. This is a normal occurrence and we will ship your remaining items as soon as they are finished up at no additional cost!

If your purchase includes Pre-Order figures as well - this may require additional shipping options to have some items ship before your Pre-Order figures are released/restocked. If you have Pre-Order figures within your purchase, please visit Our Split Shipping option for more details.

If there is an issue with a design, license, print run, or other issue that prohibits your item to be available for "an extended time frame", a digital gift card for the full amount of the direct item (and any remaining postage for your purchase) will be emailed to you. You can use this gift card, that does not expire, at any time for other current items on the website. Any free or bonus items that were remaining for the customers purchase will also be cancelled without refund. These free/bonus items do not have actual monetary value within a customers purchase and are not able to be refunded, nor would they be available as an added gift card bonus.

Purchases that include items that have not yet shipped, and are over six months old, are not able to be refunded as our access to your billing information for any refund will expire after six months. Gift Cards for replacement items (including any unused shipping within your purchase, if available) will be able to be emailed to customers for any remaining open balances that are older than six months.

If you have a question about cancellations, please visit Our Cancellation Policy regarding cancellations and Non-Refundable deposits. In the event that a customer causes a disruption to our email, social media pages, etc. our Automatic Cancellation Policy may be instated at our discretion.

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Using Coupons

As we have a few different "staple" coupons that we have been using over the years - please visit these pages for more direct information and screen shots of the discounts in action:

Buy 3 Shirts - Get 2 Free:
Please visit http://buy3.horrormerch.com/ for more direct details as bonus items are only available while supplies last

Buy 3 POPs - Get 1 Free:
Please visit http://freepop.horrormerch.com/ for more direct details as bonus items are only available while supplies last

As we have multiple other coupons available at different times - any rules, exclusions or other details are listed in the product or category description prior to purchase. Please visit those direct products or collections for more information as the rules and exclusions may vary.

ONLY ONE DISCOUNT COUPON CAN BE USED PER PURCHASE - DISCOUNT COUPONS ARE NOT ABLE TO BE ADDED AFTER YOUR PURCHASE

As discounts are unable to be added after purchase, any customer that starts a dispute because they did not enter the correct discount code will receive what items are immediately available and also a refund, minus the remaining Non-Refundable Deposit, listed at the time of purchase. Please visit our Cancellation Policy for more direct information.

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Where Are My Figures

As most figures are listed as Pre-Order items (be sure to check your receipt for more information), this means these items are not in immediate stock to ship. These items have already been reserved for you, with your Non-Refundable Deposit, and will be shipped when they are released or restocked.

If your figure is a Pre-Order item, please visit the Pre-Order Release Schedule for more direct information about your Pre-Order figure(s) release dates!

ALL RELEASE DATES ARE SUBJECT TO CHANGE AT ANY TIME - Discounts and Gift Card Credits are not available if the release date is changed at any point.

As items are scheduled to be released/restocked, we will be directly emailing updates for your purchase. Be sure to check your spam/filtered emails for updates as we will not have any exact ship dates, until we email you directly.

If you have multiple Pre-Order figures in your purchases - some purchases may not be able to be automatically split shipped (meaning two or more shipments) and may require additional shipping options for your purchase. These additional shipping options are available at checkout prior to purchase or via our Split Shipping option that we can set up for you.

If there is an issue with a license, print run, or other issue that prohibits your item to be available for "an extended time frame", a digital gift card for the full amount of the direct item (and any remaining postage for your purchase) will be emailed to you. You can use this gift card, that does not expire, at any time for other current items on the website. Any free or bonus items that were remaining for the customers purchase will also be cancelled without refund. These free/bonus items do not have actual monetary value within a customers purchase and are not able to be refunded, nor would they be available as an added gift card bonus.

If you have a question about cancellations, please visit Our Cancellation Policy regarding cancellations and Non-Refundable deposits.

Purchases that include items that have not yet shipped, and are over six months old, are not able to be refunded as our access to your billing information for any refund will expire after six months. Gift Cards for replacement items (including any unused shipping within your purchase, if available) will be able to be emailed to customers for any remaining open balances that are older than six months.

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Split Shipping

If you have multiple Pre-Order figures in your purchases - some purchases may not be able to be automatically split shipped (meaning two or more shipments) and may require additional shipping options for your purchase. These additional shipping options are available at checkout prior to purchase or via our Split Shipping option that we can set up for you.

If your purchase can not be automatically split shipped, and you would like items to ship as they are available or restocked to be shipped prior, please visit our Split Shipping option and we will be able to set that up for you, if some of your items are currently available.



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Can I change/cancel items I've ordered?

As items that you purchase are automatically reserved for you or entered into production, these items require a Non-Refundable Deposit at purchase to secure these items for you. This will secure that shirts will be printed and restocked in your size and that you will receive any figures, props or anything else that you have Pre-Ordered when they are released restocked within a reasonable amount of time.

With these Non-Refundable Deposits to secure your items - as soon as you hit the confirm order button, we are not able to make any modifications, nor cancellations, to your purchase as these items are already automatically in production for you.

ALL RELEASE DATES ARE SUBJECT TO CHANGE AT ANY TIME. - Discounts and Gift Card Credits are not available if the release date is changed at any point.

As listed in the product description of each item, and within you purchase receipt, you have already placed a Non-Refundable Deposit for these items and these items will be sent out to you as soon as they are available. Any customer requested cancellations, disputes, or forced cancellations within our Automatic Cancellation Policy will incur a cancellation fee as you have already paid a Non-Refundable Deposit at the time of purchase for these items to reserve them for you.

If there is an issue with a design, license, print run, or other issue that prohibits your item to be available for "an extended time frame", a digital gift card for the full amount of the direct item (and any remaining postage for your purchase) will be emailed to you. You can use this gift card, that does not expire, at any time for other current items on the website. Any free or bonus items that were remaining for the customers purchase will also be cancelled without refund. These free/bonus items do not have actual monetary value within a customers purchase and are not able to be refunded, nor would they be available as an added gift card bonus.

Purchases that include items that have not yet shipped, and are over six months old, are not able to be refunded as our access to your billing information for any refund will expire after six months. Gift Cards for replacement items (including any unused shipping within your purchase, if available) will be able to be emailed to customers for any remaining open balances that are older than six months.

In the event that a customer causes a disruption to our email, social media pages, etc. our Automatic Cancellation Policy may be instated at our discretion.

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Automatic Cancellation Policy

As listed in the item description and shopping cart prior to purchase, all Pre-Order items require a Non-Refundable Deposit at purchase to reserve these items for the customer. These items will be sent when they are released/restocked and ALL RELEASE DATES ARE SUBJECT TO CHANGE.

Any customer being overly aggressive, overburdening our email/social media pages, posting negative reviews and not willing to wait for Pre-Orders, creating disputes, causing problems on our social media pages (or other groups, etc.) or just becoming a troublemaker within our emails/social media - will be subject to our Automatic Cancellation Policy.

This Automatic Cancellation Policy will cancel any remaining existing Pre-Order items within a customers purchase. Any In-Stock items that are available will be shipped and a refund, minus the Non-Refundable Deposit (and any other fees incurred by the customer's billing provider) as listed prior to purchase, will also be sent. Any free or bonus items that were remaining for the customers purchase will also be cancelled without refund. These free/bonus items do not have actual monetary value within a customers purchase and are not able to be refunded, nor would they be available as an added gift card bonus.

If a customer would have a question about a purchase we have our helpdesk available for their convenience or please visit the Pre-Order release schedule for more direct information as to why some items or licenses are taking a bit longer to be released/restocked.

As refunds are non-reversible, they are not able to be re-instated and the customer will lose their place in line for any Pre-Order items if they decide to re-purchase those items.

Once this automatic cancellation has taken place we will not have any further updates available for the customers purchases or account as items will have been shipped and/or refunded otherwise.

Any disputes created will have tracking numbers and refunded amounts/dates listed in their disputes and receipts. Any additional outside fees required by the customers credit card company due to reversed disputes, our Non-Refundable Deposits (that the customer agreed to at the time of purchase) or any customer overdraft fees due to reversed disputes, are also the responsibility of the customer.

In short, if you'd want to avoid the Automatic Cancellation Policy and/or extra fees from your credit card company - Please be patient and "Be Excellent To Each Other".

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Damaged Items

Sometimes accidents do happen along the way and items may get bumped and bruised in the mail.

As we have noticed social media posts boasting that customers have received free replacement items, along with the ones they claimed were "missing" or "damaged" in their original shipment - this has lead to stricter policies to verify that we had either correctly, or incorrectly, packaged your shipment.

As we are not currently accepting returns, we will be able to virtually inspect your items for you. We will require photographs of ALL items and ALL packaging included in your shipment. This will verify that your items were packed in their proper packaging and that the damage was due to shipping directly.

Once we have received the photos required (this may mean taking multiple pictures at different times if the first ones you submit are not sufficient) we will check out the photographs and if we are able to see that the items were damaged during transit, we will process a Gift Card Credit for you.

As the USPS has implemented stricter (and in person) inspection requirements for damaged packages, we are no longer able to offer direct refunds for damaged items. If you would require a direct refund, you will need to start a Claim with the USPS (https://www.usps.com/help/claims.htm) and visit your local post office for their physical inspection and claim process otherwise.

Any items purchased that were listed as "DISPLAY ITEM/DAMAGED BOX" items (be sure to check your receipt for more info) are not available for replacements, Gift Card credits or refunds. These items are already discounted, sold as-is, and already contain packaging blemishes.

Again accidents may happen, but if we are unable to verify that your package was incorrectly packaged before shipping, or that it was damaged along the way, we are unable to offer any gift card credits for your items.

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Missing/Incorrect Items

Sometimes accidents do happen, and due to the volume of shipments per week, some shipments may incur some direct issues.

As we have noticed social media posts boasting that customers have received free replacement items, along with the ones they claimed were "missing" or "damaged" in their original shipment - this has lead to stricter policies to verify that we had either correctly, or incorrectly, packaged your shipment.

CLOTHING ONLY shipments: clothing designs may ship separately at different times. If you purchased 4 clothing items, and only 1 has arrived - the rest of your purchase will ship when your remaining clothing items are available. Split shipping of clothing only purchases (within the US) is a common occurrence and your items will ship as they are available or restocked.

EVERYTHING ELSE: If your purchase does not include everything that was marked as shipped in your receipt, we will be able to virtually inspect your items for you. We will require photographs of ALL items and ALL packaging you had received within your shipment. This will verify that your items were packed in their proper packaging or that items may not have been included within your shipment. If you are unable to email us photographs of the items you had received AND the packaging it was sent in, we are unable to offer any replacements or Gift Card Credits for your purchase otherwise.

Once we have received the photos required (this may mean taking multiple pictures at different times if the first ones you submit are not sufficient) we will check out the photographs and start the replacement process.

Again accidents may happen, but if we are unable to verify that your package was incorrectly packaged before shipping, or that it was damaged along the way, we are unable to offer any replacements or credits for your items.

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Missing Shipments Shown As Delivered

Once you receive tracking information, you will be able to track your purchase and see it's estimated date of delivery once it has shipped. As it gets closer to you, delivery times and options may change but it will be able to let you know it's status at any point.

Due to the volume of our daily shipment pickups, not all packages are scanned at the time of pickup. If the status has not been updated when you receive your tracking information, please wait for 48-72 hours as it will show further scan information closer to it's destination.

If you receive tracking information and the USPS is already showing status updates, we can not move your package any faster once it is in the hands of the USPS, they will have up the most up to date information for your package.

If you receive a notification that your package has been delivered, but you did not receive it - you will need to contact your local post office with that tracking number to find out more information about your package. We are unable to contact them and make any re-delivery options on your behalf.

If your package shows as delivered and they are unable to help you locate the package, you may be able to start a Claim with the USPS (https://www.usps.com/help/claims.htm) for reimbursement of your package as we are unable to offer replacements or Gift Card Credits for items that show that they have been delivered.

If you have address change concerns once it is already shipped - you will need to contact the USPS, as they would be able to make any kind of delivery changes for you. We are unable to contact them and make any re-delivery options on your behalf.

Out of US customers: If your package is stuck in customs, you will need to contact your customs agency directly as we do not have contact with the customs agents in your country. Any added customs fees, duties, or other fees that your customs agency, post offices, or country include - on top of - what you had already paid is the responsibility of the customer. We do not offer discounts or Gift Card Credits for added customs fees that your country or customs agencies add on to import these items to your country. Also abandoning any shipments or forcing them to be returned to us, for not paying customs fees will not be able to be canceled.

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Returns/Items Returned/Incorrect Addresses

As all items are directly manufactured or reserved for your purchase - we are not able to accept returns of any kind.

If you received an incorrect item, please visit the Missing/Incorrect Items section of this FAQ Returned Shipments Due To Incorrect Shipping Address Errors:
As the shipping address you enter at the time of purchase is the same address we will send your items to, please be sure to confirm that this address is spelled correctly, with the correct apartment/unit numbers if needed.

If There Are Any Typos Or Missing Information (Including Apartment/unit Numbers) In Your Shipping Address, Your Items May Experience Shipping Delays Or May Be Directly Returned To Us.

We would recommend contacting your local post office directly for re-delivery options to your current address to avoid further delays. Any items that are shipped back to us due to an insufficient address will require an additional shipping purchase to re-ship these items to you.

We are unable to offer any discounts or Gift Card Credits for items that are sent back to us due to being delivered to an incorrect address that was entered by the customer at the time of purchase, or listed as a change of address after purchase.

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Why Are You Not Returning My Emails?

We respond to emails as quick as possible that are directly sent to our helpdesk (the link is at the bottom of this page).

These emails are (usually) answered daily when possible but sometimes may take 1-2 business days for replies (business days are Monday-Friday and do not include weekends or holidays).

Sending multiple emails will not speed up your response time.

Sending abrasive, abusive, obscenity filled emails will not tolerated, nor responded to.

To be sure you receive a reply, be sure you fill out the helpdesk form on our website (the link is at the bottom of this page).

Be sure to also check your spam/filtered emails for any replies within 1-2 business days (business days are Monday-Friday and do not include weekends or holidays).

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Other Questions NOT LISTED ABOVE

This page is a Frequently Asked Question Page as 99.9% of the emails we receive are currently answered above with more in-depth and direct information. This includes questions like: Where Are My Clothing Items?, Where Are My Figures? and more.

IF YOUR QUESTION IS ALREADY ANSWERED ABOVE:
You will receive the same information as listed above. We will contact you directly when more exact information is available.


We use this page to help you the information for your purchase to you at your leisure, and it also helps free us up so we can get more items out to you faster.

IF YOUR QUESTION IS NOT ANSWERED ABOVE:
you can fill out the helpdesk form for more information!

Thank you again for your purchases and continued support since 2005 - and if the information above does not answer your question, we will get back to you as soon as we can! :)

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