Before Contacting The Helpdesk, Please Browse Our Frequently Asked Questions
Clothing Item Information
Figures And Collectibles Information
Soundtracks/Masks Information
180 Day Pre-Order Policy
Using Coupons
Collector Condition/Regular Condition Figures
Damaged Box Sale
Cancellations/Modifying Purchases/Returns/Refunds
Mystery Boxes/Mystery Shirts/Subscriptions
Disputes/Chargebacks
Damaged/Missing/Incorrect Items
Missing Shipments Shown As Delivered
Items Returned To Us/Incorrect Addresses
Why Are You Not Answering My Emails?
Anything Else?
Made To Order Clothing Information
This section has been updated for all purchases as of Oct 01, 2023. For previous purchases prior to Oct 1, 2023 - please revisit your receipt for further information as we are currently updating outstanding purchases.
All clothing items are Made To Order and directly for your purchase. All clothing items are cotton based and printed within the US. As these items are printed at different times, origin print shops and have different license requirements, direct shirt brands will vary. Please visit the size charts listed per shirt for further information.As these items are made to order, they will take at least 10-14 business days (business days do not include weekends or holidays) before they are able to ship. Most designs will ship within this timeframe, but exact shipdates will vary depending on the direct license or origin print shop (within the US) per design.
All Made To Order and Pre-Order clothing items require a non-refundable deposit to directly print or reserve these items for you. Once purchased - clothing items are not able to be exchanged, cancelled or modified as they are directly put into production directly for your purchase, design and size. Discounts, refunds, merch vouchers or cancellations are not available if there are any delays to Made To Order Clothing Items for any reason prior to 60 days from purchase.
Any paid clothing item that has not shipped within an extended period of time of 60 days from purchase will be directly refunded for your purchase.
If there is an issue with a purchase you have received, Please Visit Our Damaged/Missing Items section for further information.
Free/Bonus promotional items are only available while supplies last and as listed per promotion.
If you have any concerns about missing/shipped/damaged items/etc, Please visit:
Cancellations/Returns/Refunds
Damaged/Missing Items
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Figures And Collectibles Information
This section has been updated for all purchases as of Oct 01, 2023. For previous purchases prior to Oct 1, 2023 - please revisit your receipt for further information as we are currently updating outstanding purchases.
All Figures Are Shipped In Their Original Packaging And All Figure Shipments Are Securely Bubblewrapped Prior To Shipping.In-Stock figures (not listed as Pre-Order within the title or variant of the product) usually ship within 3-5 business days (business days do not include weekends or holidays)
Items labeled as Pre-Order (as listed within the title or variant of the product) are currently scheduled to arrive within the next 30-45 days and will ship as they are received and restocked - in the order they were received.
All Figures and Collectibles require a non-refundable deposit to reserve these items for you. Discounts, refunds, merch vouchers or cancellations are not available if there are any delays to any Figures and Collectibles shipments for any reason prior to 60 days from purchase.
Items labeled as Pre-Order (as listed within the title or variant of the product) that are not currently in transit (to us or from us) after 60 days from purchase will be directly refunded.
All figures purchased and shipped are considered standard condition quality unless otherwise listed as a Collector Condition (as listed within the title or variant prior to purchase) item. Standard condition figures may contain slight packaging flaws and are not able to be returned or refunded as they are sold as Regular Condition figures. Collector Condition figures (as listed within the title or variant prior to purchase) are hand picked and inspected to ensure better packaging condition upon arrival.
As all shipments are insured up to $50 via the USPS. Any additional insurance required by the customer must be purchased by the customer, prior to shipping.
If there is an issue with a purchase you have received, Please Visit Our Damaged/Missing Items section for further information.
Free/Bonus promotional items are only available while supplies last and as listed per promotion.
If you have any concerns about missing/shipped/damaged items/etc, Please visit:
Cancellations/Returns/Refunds
Damaged/Missing Items
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Soundtracks/Masks/Etc Information
This section has been updated for all purchases as of Oct 01, 2023. For previous purchases prior to Oct 1, 2023 - please revisit your receipt for further information as we are currently updating outstanding purchases.
We are currently discontinuing Masks/Costumes/etc.As we are awaiting the final shipments for these items, we will be able to email updates directly to you as they are available.
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Using Coupons
If you are using a discount coupon please note the following:Back To The Top
Regular Condition Vs Collector Condition POP Figures
If you looking for the best POP box condition - we now offer Collector Condition POPs!A Collector Condition POP is hand picked - hand inspected and then placed in a POP Protector case for better shipping protection!
These items are also insured up to $50 so if there are any dents or dings along the shipping route the USPS will be able to refund it for you!
Regular collection POP figures are also inspected for major dents and dings prior to shipping - but may still contain packaging flaws.
CHASE POP figures are also inspected from major dents and dings - but due to their very limited nature - may still contain packaging flaws unless purchased as a Collector Condition CHASE figure.
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180 Day Pre-Order Policy (Obsolete As of Oct 01, 2023)
This section has been updated for all purchases as of Oct 01, 2023. For previous purchases prior to Oct 1, 2023 - please revisit your receipt for further information as we are currently updating outstanding purchases.
For purchases after Sep 30, 2023 please visit:For purchases between Mar 21, 2023-Sep 30, 2023 we will have further updates for any outstanding pre-order figure purchases shortly as these items are currently arriving and shipping within the order they were received. Any outstanding purchases or Pre-Order items that are not scheduled to arrive shortly will be refunded directly per purchase in the order they were received. Further updates will be directly sent to you as they are available for your purchase.
For purchases prior to Mar 21, 2023 please check your spam/filtered emails for previous email updates sent to you and further information regarding any remaining Pre-Order items for your purchase.
We appreciate your patience and your Pre-Order purchases. We are fufilling these purchases as these items arrive to our warehouses in the order they were received and will have further updates as they are available for you.
If you have any concerns about missing/shipped/damaged items/etc, Please visit:
Cancellations/Returns/Refunds
Damaged/Missing Items
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Damaged Box Sale Items
The figures inside these damaged boxes are without damage - however the boxes have minor to major wear - within their packaging. These items are also labeled as DAMAGED ITEMS within the product title and description prior to purchase. All damaged box items contain markers - stickers - and/or both noting that these boxes are damaged box items. As these markings will make the packaging virtually non-displayable - these items are not intended for display within their original damaged packaging.
These items are for sale to remove the figures from the packaging. There are no mint packaging options available for figures denoted with damaged box within the title of the product. We are also not able to offer requests for less damage or damage to only part of the packaging. These items are damaged box items - on sale - due to their packaging flaws.
These items are inspected for flaws within the figures before shipping - there are no flaws within these figures before they ship.
These items are sold as is - and are not able to be returned - replaced - or refunded - for any reason.
Due to the already discounted nature of these items - these items are not able to be used in connection with any other free/bonus item or free shipping promotion.
Why Do The Damaged Box Items Contain Stickers?
All damaged box items contain markers - stickers - and/or both noting that these boxes are damaged box items.We sticker/label these items because:
- Customers have purchased these discounted items for the purpose of reselling them.
- As these items are advertised as DAMAGED ITEMS, we are required to include labeling noting that they are damaged items, directly on the item, prior to shipping.
- To avoid any confusion via Email or Social Media that damaged items were directly purchased by the customer.
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Cancellations/Modifying Purchases/Refunds:
As soon as a you place a purchase, your purchase is not able to be edited or cancelled as the items within your purchase are processed within our network of warehouses to fulfill your purchase. Please be sure that you are 100% certain that your purchase contains the items you would like to order.Once a purchase is placed, we are not able to:
add coupons or discounts
change clothing sizes
add or remove items
make any other purchase/product modifications
Address Changes May still be possible - but are not guaranteed.
Even in the case of "accidental" purchasing or selecting the incorrect item, size, variant, etc. - items are not able to be changed or cancelled as they are already in production or reserved directly for your purchase.
If you receive an "incorrect" item, and the "incorrect" item IS INCLUDED within your original purchase receipt, we are unable to offer any refunds or replacements as we fulfill your purchase as listed at the time of purchase.
If you received an incorrect item that IS NOT INCLUDED within your receipt, please visit the Missing/Incorrect Items section for more information.
Any item sold as a DAMAGED BOX/DISPLAY ITEM (as listed in your receipt) are not able to be returned/exchanged/refunded as they are sold as is, as listed within the product title and description prior to purchase.
RETURNS:
As we are not currently accepting any returns, items are not able to be returned to us.
If you have any concerns about missing/damaged items/etc, Please visit:
Damaged Shipments
Missing/Incorrect Items
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Mystery Boxes/Mystery Shirts
We are now offering a discounted Mystery Box purchases or Mystery Box/Mystery Shirt subscription service with Officially Licensed Horror Movie Clothing and Figures every month!
What Do These Boxes Include?
These Mystery Boxes Include Officially Licensed Items From Each Month's Licensed Theme. These Boxes May Contain Any Combination Of Clothing Items, Figures, Wallets, Sticker Packs, Masks, Props, Air Fresheners, And More To Equal The Retail Value Listed Of The Box Listed At Purchase.As the inserted items change from month to month, please visit https://horrormerchstore.com/products/horror-shirt-of-the-month directly for further details per month.
Mystery Shirts And Mystery Box Items Are Picked, Blindboxed, And Shipped At Random.
All Boxes Include Officially Licensed Items And Do Not Contain Duplicate Items Per Box. Duplicate Items May Be Received If You Purchase More Than One Mystery Shirt/Box. Multiple Mystery Shirt/Box Shipments Will Be Shipped All Within In One Shipment.
Mystery Shirts, Mystery Boxes Or The Items Within The Boxes Are Not Able To Be Returned, Exchanged Or Refunded.
As updates and teasers are available, they will be posted on our website and social media.
Subscription Information
If there is an issue with the production of your Mystery Shirt, we must be notified within 10 physical days of delivery and we will replace it for the exact same design and same size if there is a issue with the production of the MADE TO ORDER item. Refunds, or exchanges are not available at any point for Mystery Shirts or Mystery BoxesMystery Shirts are directly printed per purchase and are not able to be cancelled or refunded once they are purchased originally or directly after rebilling. As these items are directly printed for your purchase, they will usually ship within 7-14 business days (not including weekends or holidays - discounts are not available if they ship outside of 7-14 business days).
As we inspect all items inserted in Mystery Boxes for flaws and imperfections, Mystery Box items may still contain slight flaws and imperfections. Mystery Box items are not guaranteed to be in Mint or Collectors Condition. Mystery Box items are not Damaged Box items unless listed prior to purchase and within the customers receipt at a discounted rate at purchase.
As the Mystery Boxes are packed in bulk, and also in various steps per item inserted to guarantee there are no duplicate items per single box, any customer claims of receiving a duplicate item within a single box will not be able to be exchanged or refunded - as these boxes are packed in multiple steps to avoid this issue.
As we make sure there are no duplicate items per single Mystery Box, purchasing multiple Mystery Boxes MAY include duplicate items per shipment as all multiple Mystery Shirt or Mystery Box purchases will be shipped together.
To cancel your subscription, please contact our helpdesk within 5 physical days (not including weekends or holidays) prior to your next billing cycle. The billing cycle date is the date you receive your email receipts for your subscription renewal date. Subscriptions that do not receive a confirmation email from us will still be active until an email confirmation has been sent confirming it's cancellation.
We rebill upcoming subscriptions every Friday. Depending on when your previous purchase/rebilling date was, will fall on the closest Friday to that previous date. This may be (within 3-5 business days) before, or after 30 physical days from your previous purchase or rebilling date. We are not able to pause, change or otherwise move subscriptions once they are started.
All new Mystery Shirt and Mystery Box subscriptions start at a 3 month minimum charging cycle due to the discounted nature of these items. Any cancellation requests will be able to be processed after the 3 month minimum per account.
Any items returned to us are at the sole discretion of the customer. Any items returned to us are not able to be cancelled or refunded once the subscriptions are processed. Any third party inquiries, chargebacks, disputes, etc will be sent this information, a copy of this information within the customers receipt and also any correspondence to/from the customer.
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Chargebacks/Disputes
As not all Pre-Order purchases ship as quickly as the customer would like, filing a charegback/dispute will only complicate your purchase.Customers Starting Chargebacks/Disputes
Once a customer starts the dispute process, this removes all payment from the direct purchase and transfers payment back to customer's billing provider.As we will no longer have any payment from the customer, this halts any further shipment or support for this purchase. This process may take up to 180 days from the date the chargeback is filed by the customer to be finalized by either our or the customer's billing provider.
We are not able to speed up this process as the customer has been placed this process in the hands of their billing provider. Continually contacting us (in email, social media, third party sites, etc) will not speed up, or reverse, this process until it is finalized by both financial institutions. This process may take up to 180 days from the date the chargeback is filed by the customer to be finalized by either our or the customer's billing provider.
If the chargeback/dispute is found in favor of the customer:
All payments are retained to the customer by previous refund.
We would require any merch that has been received to be sent back (at the cost of the customer due to the customer initiating the chargeback) to:
Horrormerch Returns (order #)
pobox 666
Hilliard OH 43026
If the chargeback/dispute is found in our favor:
Any items already shipped will not available for return or refund for any reason. Any items shipped and any shipping costs used for this purchase will be subtracted from any re-payment (via refund or merch voucher) to the customer.
Any fees incurred by our billing providers (Shopify, Paypal, Venmo, Square, Etc) due to the dispute are non-refundable and sole responsibility of the customer. These fees will be subtracted from any re-payment (via refund or merch voucher) to the customer.
A non-refundable restock fee of 40% per item, will be deducted from any remaining items that were directly ordered or manufactured for the customer at the time of purchase. These fees will be subtracted from any re-payment (via refund or merch voucher) to the customer.
Any remaining available repayments (after direct fees and restock fees incurred) will have a first attempt to be refunded directly via the original billing provider. If the original payment method fails for any reason, a merch voucher for the same remaining amount (after direct fees and restock fees incurred) will be sent to the customer. We are not able to refund any alternate method of payment.
Please contact your billing provider for further information regarding chargebacks, fees involved, etc.
Customers Mentioning Chargebacks/Disputes
Any customer that mentions a chargeback (in email, social media, third party sites, etc) will have their purchase (or remaining items) directly cancelled.A waiting period of 365 days, from purchase, will be in effect as a customer can still file a chargeback within that timeframe. After that time frame has expired the following process will follow:
Any items already shipped will not available for return or refund for any reason. Any items shipped and any shipping costs used for this purchase will be subtracted from any re-payment (via refund or merch voucher) to the customer.
Any fees incurred by our billing providers (Shopify, Paypal, Venmo, Square, Etc) due to the dispute are non-refundable and sole responsibility of the customer. These fees will be subtracted from any re-payment (via refund or merch voucher) to the customer.
A non-refundable restock fee of 40%, per remaining item to ship, will be deducted from any remaining items that were directly ordered or manufactured for the customer at the time of purchase. These fees will be subtracted from any re-payment (via refund or merch voucher) to the customer.
Any remaining available repayments will first attempt to be refunded directly via the original billing provider. If the original payment method fails or is blocked due to the chargeback, a merch voucher for the same remaining amount will be sent to the customer. We are not able to refund any alternate payment methods.
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/Missing Items
Sometimes accidents do happen along the way and items may get bumped and bruised or lost in the mail.As we have noticed social media posts from customers that have received free replacement items, along with the ones they claimed were "missing" or "damaged" in their original shipment, this has lead to stricter replacement policies. This policy will verify that we had either correctly, or incorrectly, packaged your shipment before it was sent off to you.
As we are able to virtually inspect these items - we will require photos of ALL items received within your shipment along with photos of ALL packaging (including paperwork) with your shipment
All notifications must be sent to VIA OUR HELPDESK within 10 physical days of delivery. As items are inspected before they are shipped, we will be able to tell of any product fault within the photos you send for replacements due to production issues.
Any clothing items that have been washed, worn or modified - or - any items that have been taken out of their packaging (this includes, figures, clothing, vinyl, masks, etc) are not available for any replacements, refunds or other compensation at any point
All Soundtracks Ship Via USPS Media Mail - Any further insurance required by the customer must be purchased prior to shipping.
Any item sold as a DAMAGED BOX/DISPLAY ITEM are not able to be returned/exchanged/refunded as they are sold as is, as listed within the product title and description prior to purchase on the website that these items are damaged box items
Any packaging that shows improper opening or wear and tear by the customer are not able to be refunded or replaced due to direct customer damage
If you received an item that matches your receipt, but not what you intended to purchase, please visit the Modifying Purchase section for further details
As most purchases include USPS insured shipping, any replacements or refunds will need to be validated through the USPS directly as we are no longer able to offer replacements or direct refunds for any damaged shipments.
As the USPS has implemented stricter (and in person) inspection requirements for damaged packages, you can start a USPS claim at https://www.usps.com/help/claims.htm) and visit your local post office for their physical inspection and claim process. We are not able to intervene, or work with this claim on your behalf. Also listed prior to purchase, any additional insurance required by the customer outside of the USPS minimums, is the responsibility of the customer prior to shipping.
Any customer refusing to send photo proof of items/delivery or harassing us about this policy, and not abiding to the photo requirement policy, will not receive any further support or return option for their purchase.
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 Gift Card credits for your items.
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Missing Shipments Shown As Delivered
Once your shipment is in the hands of the USPS, you will need to contact your local post office with any questions or issues with your shipment as we are not able to make any different arrangements on your behalf.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 or on your behalf.
Once shipments show as delivered, we are not able to offer any replacements, refunds or gift cards for these items as they show a successful delivery attempt.
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.
If your package is returned to us, for whatever reason, additional shipping purchases are required to reship your items for you. Please visit our Re-Shipping Information at https://horrormerchstore.com/pages/contact-horrormerch-com#FAQsplitship for further information
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 any direct 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 shipments that are sent back to us or abandoned are not able to be refunded.
If you have any concerns about missing/damaged items/etc, Please visit:
Damaged Shipments
Missing/Incorrect Items
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Items Returned/Incorrect Addresses
As we are only able to ship items as listed to the address at the time of purchase, any items returned by the customer or by USPS due to incorrect address information entered at the time of purchase are not able to be cancelled or refunded.If a shipment has been returned, please directly contact our helpdesk for further information and re-shipping options. Additional shipping purchases will be required to re-ship your item to another or updated address.
If you received an incorrect item, please visit the Missing/Incorrect Items section of this FAQ for more direct information.
As we are not currently accepting returns - any shipment that is returned runs the risk of being abandoned at the post office and is not able to be refunded or replaced if the item ends up as abandoned due to sending these items back.
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 the USPS and make any changes or re-delivery options on your behalf.
If you have any concerns about missing/damaged items/etc, Please visit:
Damaged Shipments
Missing/Incorrect Items
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How To Contact Us
Please Contact Our Helpdesk with any questions you may have for us. This includes purchase questions, product questions etc. as this is the only form of contact we can connect to. As we are unable to connect Social Media accounts (i.e. Carpenterfan1234, Jason Voorhees, etc) to any particular account, we are not able to offer any support from social media, any other outlet or third party website. Continually trying to contact us any where but via our helpdesk may also limit access or communication within your account.Please be sure to check your spam/filtered folders for any previous correspondence - including automated information and updates. Even if you received an automated email, further updates will be sent (including tracking info) as they are available for your purchase.
Please note: We will not respond to any inappropriate behavior, trolling, flooding, abuse of our helpdesk, threats of any sort (these may also be reported to local law enforcement), etc. Any correspondence within that realm, may have your account suspended from further support and only further updates will still be sent directly to you, as they are available for your purchase. Any customer creating a chargeback/dispute, please visit Chargebacks/Disputes for further info.
We are not able to respond via Social Media
As we are unable to connect Social Media accounts (i.e. Carpenterfan1234, Jason Voorhees, etc) to any particular account, we are not able to offer any support from social media, any other outlet or third party website. Continually trying to contact us any where but via our helpdesk may also limit access or communication within your account.Please Note: Anyone (customer or not) abusing our social media pages will have their access immediately removed from our Social Media sites. Any third party inquiry regarding this, will be sent the screen caps as well.
Automated Helpdesk
If you have contacted our automated helpdesk please visit the emails sent for further information as we will have further, and tracking updates directly sent to you as they are available.Be sure to also check your direct product's page for Pre-Order release dates or further Made To Order 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! :)