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?
Where Are My Soundtracks/Masks/Costumes?
Collector Condition/Regular Condition Figures
Split Shipping
180 Day Pre-Order Policy
Cancellations/Modifying Purchases/Returns/Refunds
Subscriptions
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?

As we offer over 600 Made To Order clothing designs in multiple sizes, all shirts are Made To Order and printed directly for your purchase.
  • All clothing items are printed at different times and at different print shops (all within the US) and will vary on restock/ship times depending on their direct print process.
  • CLOTHING ONLY purchases will be split shipped as clothing items are available. These items are shipped from our multiple different printshops, and warehouses (all within the US), at different times.
  • Clothing Items THAT ARE NOT LABELED as "Pre-Order" or "Arriving Soon" (within the title or variant of the product), usually ship within 5-10 business days (not including weekends or holidays).
  • Clothing Items THAT ARE LABELED as "Arriving Soon" (within the title or variant of the product) usually ship shortly outside of the 5-10 business day (not including weekends or holidays) ship range. As these are items we do not directly oversee production of, we are unable to guarantee ship times - but they will ship as they arrive and are available to ship.
  • Clothing Items THAT ARE LABELED as "Pre-Order" (within the title or variant of the product) will ship as they are restocked. As these are items we do not directly oversee production of, we are unable to guarantee ship times - but they will ship as they arrive and are available to ship.
  • Once purchased, clothing items are not able to be cancelled as they are already in production and directly printed for your purchase. As these items are directly printed for your purchase, they are not able to be replaced, refunded or exchanged for any reason. In the case of print or production error, we will require photos of the item for further inspection for replacement only.
  • Discounts, refunds, gift cards or cancellations are not available if Made To Order items incur any shipping or manufacturing delays as these are estimated dates and will vary depending on time of year, print shop lead time and other instances outside of our control.
  • Free/Bonus Shirts listed within the BUY3 promotion are only available while supplies last. Please visit https://buy3.horrormerch.com/ for further information.
IF YOUR PRE-ORDER CLOTHING ITEM HAS EXCEEDED 180 DAYS (6 MONTHS):
Please visit Our Terms And Conditions Page For Extended Information Regarding Clothing Items, Pre-Order Clothing Items, Subscriptions, And Other Purchase Terms And Conditions

If you have any concerns about missing/shipped/damaged items/etc, Please visit:
Cancellations/Returns/Refunds
Damaged Shipments
Missing/Incorrect Items

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Using Coupons

Only One Discount Coupon Can Be Used Per Purchase - Discount Coupons Are Not Able To Be Added After Your Purchase

If you have questions about any direct coupon, please visit that direct promotion for more details as exclusions may vary.

Please visit Our Terms And Conditions Page For Extended Information On Coupons, Subscriptions, And Other Purchase Terms And Conditions

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Where Are My Soundtracks/Masks/Costumes?

  • As Soundtracks, Masks and Costumes are restocked at different times, we do not have exact restock dates available for these items.
  • Direct restock dates will vary per distributor, manufacturer or other shops we are in contact with.
  • We will have further updates for Pre-Order items directly sent to you as they are available.
  • As we offer Free Shipping on soundtracks (Within The US). soundtracks will ship as they arrive to not delay further shipments. Out of US Soundtrack Purchases will ship when all items are available to ship.
  • All Soundtracks Ship Via USPS Media Mail - Any further insurance required by the customer must be purchased prior to shipping.

If you have any concerns about missing/shipped/damaged items/etc, Please visit:
Cancellations/Returns/Refunds
Damaged Shipments
Missing/Incorrect Items

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Where Are My Figures

  • Figure and Collectible Shipments Will Ship When ALL ITEMS Within Your Purchase (including items labeled as PRE-ORDER or ARRIVING SOON within the title or variant) Are Available To Ship or Split Shipping Options are purchased.
  • Split Shipping Options are available to be purchased (and pricing is calculated at checkout depending on your location) at https://split.horrormerch.com/. This will split your shipment up so you can receive what is in stock now, and Pre-Order that items will be arriving to ship later. All Split shipments by the customer will require additional shipping purchases per shipment by the customer.
  • Figures And Collectibles shipments THAT DO NOT CONTAIN ANY items labeled as "Pre-Order" or "Arriving Soon" (within the title or variant of the product), usually ship within 3-5 business days (not including weekends or holidays).
  • Figures And Collectibles items THAT ARE LABELED as "Arriving Soon" (within the title or variant of the product), are currently scheduled to arrive to our warehouse and will ship as they are available. Exact ship dates are not available until they arrive at our locations for processing.
  • Figures And Collectibles items THAT ARE LABELED as PRE-ORDER items (within the title or variant of the product) will ship as they are released or restocked. As these are not items we directly oversee, we are unable to guarantee ship times but they will ship as they arrive and are available to ship.
  • Discounts, refunds, gift cards or cancellations are not available if Figures And Collectibles incur any shipping or manufacturing delays as these are estimated dates and will vary depending on time of year, warehouse lead time and other instances outside of our control.
  • Free/Bonus Items are only available while supplies last. Please visit any coupons you had directly used for further information.
IF YOUR PRE-ORDER ITEM HAS EXCEEDED 180 DAYS (6 MONTHS):
Please visit Our Terms And Conditions Page For Extended Information Regarding Figures, Pre-Order Clothing Items, Subscriptions, And Other Purchase Terms And Conditions

If you have any concerns about missing/shipped/damaged items/etc, Please visit:
Cancellations/Returns/Refunds
Damaged Shipments
Missing/Incorrect Items

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Collector Condition Figures

As we have been noticing more collectors are looking for the best condition boxes they can receive for their displays, we have started up a Collector Condition system (currently only available for POP figures) as they are released/restocked.

  • Collector Condition figures are hand inspected for any print issues, packaging blemishes and figure discrepancies.
  • Collector Condition POP figures will be shipped inside of a plastic POP Protector
  • There are no direct differences between Regular Condition or Collector Condition figures. The By-Hand inspection process and shipment within a POP protector are the only differences added to Collector Condition figures to supply the best packaging available for POP collectors.
  • Any customer requiring additional shipping insurance will require an additional shipping insurance purchase outside of their original purchase.

POP CHASE Figures

  • These figures will be inspected for major visual figure and packaging issues.
  • Due to the limited availability of the CHASE figures, packaging imperfections may still occur and CHASE figures are not guaranteed as collector condition packaging when shipped.
  • CHASE POP figures will be packed inside of a POP Protector which is included with all CHASE figure purchases
  • Any customer requiring additional shipping insurance will require an additional shipping insurance purchase outside of their original purchase.

Regular Condition Figures

  • All figures (figures not purchased as Collector Condition or CHASE figures) will be inspected for major flaws or issues.
  • As these figures are still listed as "Regular Condition" slight packaging or display imperfections may still occur.
  • Any customer requiring additional shipping insurance will require an additional shipping insurance purchase outside of their original purchase.

Please visit Our Terms And Conditions Page For Extended Information Regarding Figures, Pre-Order Clothing Items, Subscriptions, And Other Purchase Terms And Conditions

If you have any concerns about missing/shipped/damaged items/etc, Please visit:
Cancellations/Returns/Refunds
Damaged Shipments
Missing/Incorrect Items

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Split Shipping Options/Re-Shipping Options

If your purchase contains both In-Stock AND Pre-Order items, your purchase will ship when ALL ITEMS within your purchase are available to ship.

If you would like to split your purchase into multiple shipments, please purchase the additional split shipping option at https://split.horrormerch.com/ as your additional shipping will be calculated at checkout.

If your purchase has been returned to us for any reason, please visit our Contact Page to request re-shipping for your purchase as additional shipments to you, require additional shipping purchases to ship it back to your corrected address.

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180 Day Pre-Order Policy

  • Please be sure to check your spam/filtered emails for any updates previously sent that may be filtered within your email servers.
  • If an open purchase contains a Pre-Order item that has not yet been released and is approaching 180 days (6 months) from the date of purchase - we will directly email an update regarding this item and options for your purchase.
  • If we do not receive a response to the email update (within the timeline listed within the update email), a digital Gift Card (that expires after 18 months) will be sent for any remaining open items within your purchase that are not able to be shipped.
  • Any remaining items available to ship, outside of this credit, will ship out to you if they have not already shipped for your purchase - at no additional cost.
  • We are able to view who has opened or reviewed update emails that have been sent. We are not able to offer any different support for customers mentioning they have not received this update, if it shows that it has been received and reviewed by the customer's account.
  • Any Free/Bonus items within these purchases will automatically be cancelled as free/bonus items within your purchase do not contain any monetary value within your purchase and are not able to be refunded or replaced with credits.
  • Customers requesting their purchases to remain open will stay open up an extra 6 months (one year) from the original purchase date. If these items are still not able to be fulfilled after the 6 month extension, the gift card system (as listed above) will be sent for any remaining open items.
  • As this automated system is in motion to send prior to 6 months from your purchase date, please be sure to check your spam/filtered email for any updates as we are not able to offer any support after one year from purchase.
  • Credit Amounts are only available for the original amount, per item, purchased. We are not able to offer extra/bonus credits for any service delays, or any different amount than what is listed per item at the time of the original purchase.
  • We are not responsible for any email service delays or email filters that may occur to delay our sent emails with customer's email accounts or systems.
  • Refunds are not available after 180 days (6 months) from purchase.
  • Any customer causing any disturbance (within our email, social media, etc.) after the gift card is sent, will have their gift card cancelled for any remaining items due to this disturbance.
Please visit Our Terms And Conditions Page For Extended Information Regarding Figures, Pre-Order Clothing Items, Subscriptions, And Other Purchase Terms And Conditions

If you have any concerns about missing/shipped/damaged items/etc, Please visit:
Cancellations/Returns/Refunds
Damaged Shipments
Missing/Incorrect Items

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CANCELLATIONS/MODIFYING PURCHASES/REFUNDS:

  • As soon as a you place a purchase, the 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.
  • 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.
  • 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 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.
IF YOUR PRE-ORDER ITEM HAS EXCEEDED 180 DAYS (6 MONTHS):
  • Refunds are not available after 180 days (6 months) from purchase.
If you have any concerns about missing/damaged items/etc, Please visit:
Damaged Shipments
Missing/Incorrect Items


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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Subscriptions

We are now offering a subscription service with a New Officially Licensed Horror Movie Clothing design every month!

How It Works:
  • Visit Our Shirt Of The Month - Pick your desired shirt size (Small-5XXXXXL) and you'll get an OFFICIALLY LICENSED Horror Movie shirt from the advertised license advertised at purchase, and a different Officially Licensed Horror Movie shirt delivered to you every month!
  • Pricing starts at $17.49 (for Small-XL shirts - 2x-5X sizes may have size upcharges) per month plus shipping!
  • As updates and teasers are available, they will be posted on our website and social media.
  • These items 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).
  • Original Subscription Purchases that include other clothing items or figures will follow shipping times within those time frames. Please visit Where Are My Clothing Items? or Where Are My Figures? for more direct information regarding shipping times for multiple item shipments.
  • These shirts are not able to be exchanged, returned, cancelled or refunded as they are made directly for your purchase and are listed as a new/"mystery" shirt every month.
  • To cancel your subscription, please contact our helpdesk before 10 business 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.
  • All new 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.
  • If at any point you receive a duplicate subscription item, please directly contact our helpdesk and we will be able to replace it with the current subscription item(s) per your subscription details. Replacements for duplicates items are only available if a previous subscription had been purchased or the item had been previously purchased with us directly otherwise.

Please visit Our Terms And Conditions Page For Extended Information Regarding Figures, Pre-Order Clothing Items, Subscriptions, And Other Purchase Terms And Conditions

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Automatic Cancellation Policy

As we have been around since 2005, we have noticed the uptick of more aggressive, bullying, and trolling style of emails/social media behaviors. As we are not able to engage in such activities, the following will be implemented within our email, social media, third party sites, review sites, etc.

How To Directly Contact Us:
  • Please CONTACT OUR HELPDESK with any questions about a purchase. We are not able to offer any support from outside emails, social media, any other outlet or third party website. Continually trying to contact us any where but via OUR HELPDESK may also create issues within your account.
  • Please be sure to check your spam/filtered folders for any previous correspondence or updates. Even if you received an automated email, further updates are listed in those emails for your purchases and we will send further updates (including tracking info) as they are available.
  • Social Media is not a helpdesk resource. Posting to get our attention will not receive a response - please CONTACT OUR HELPDESK for any questions or information. Continually trying to contact us via social media may lead your account to being blocked from our social media accounts as we are not able to offer support via social media.
Any Customer That:
  • Floods our email or social media or third party sites.
  • Sends/posts overly negative, passive aggressive, obscenity filled correspondence, etc.
  • Sends threats of physical harm
    (Will also be sent to their local police departments as we have customer information on file.)
  • Engages in overly disruptive/negative behavior
  • Creates a Dispute/Chargeback
Will have their purchases cancelled without refund or further support due to their overly disruptive behavior. As this is listed within the terms of service listed and agreed to prior to purchase, within the customers receipt and to any email after, this information will be posted in any public forum needed, along with the reasons why the customer has caused such issues as well.

As these terms are agreed to this within our Our Terms And Conditions Page prior to purchase:
  • The Automatic Cancellation may be instated at our discretion due to the negative actions or negative interactions from any customer acting out to (or against) us, acting improperly, or directly violating our Terms And Conditions as listed prior to purchase.
  • Free/Bonus items will be immediately cancelled as we do not reward disruptive behavior within our emails or social media with free items. As these items do not contain any monetary value and are not able to be refunded or disputed by any third party site otherwise.
  • Any additional billing, delinquent fees, overdrafts, collections, credit card or paypal fees that are in relation to any purchase - are direct responsibility of the customer. If the customer creates an issue that results in the customer receiving additional fees - those additional fees are the responsibility of the customer regardless of their origin.


Please visit Our Terms And Conditions Page For Extended Information Regarding Figures, Pre-Order Clothing Items, Subscriptions, And Other Purchase Terms And Conditions

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 not currently accepting returns, we will be able to virtually inspect your purchase:
  • We will require photos of ALL items received within your shipment
  • We will require photos of ALL packaging with your shipment
  • Any additional paperwork included, etc will also be required
  • 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 figures that have been taken out of their packaging are not available for any replacements, refunds or other compensation.
  • 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.
  • Any packaging that shows improper opening or wear and tear via the customer are not able to be refunded or replaced due to direct customer damage
  • All Soundtracks Ship Via USPS Media Mail - Any further insurance required by the customer must be purchased prior to shipping.
  • 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.

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 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 is returned to us, for whatever reason, additional shipping purhcases are required to reship your items for you.
  • 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.
Please visit Our Terms And Conditions Page For Extended Information Regarding Figures, Pre-Order Clothing Items, Subscriptions, And Other Purchase Terms And Conditions

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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Why Are You Not Returning My Emails?

How To Directly Contact Us:
  • Please CONTACT OUR HELPDESK with any questions about a purchase. We are not able to offer any support from outside emails, social media, any other outlet or third party website. Continually trying to contact us any where but via OUR HELPDESK may also create issues within your account.
  • Please be sure to check your spam/filtered folders for any previous correspondence or updates. Even if you received an automated email, further updates are listed in those emails for your purchases and we will send further updates (including tracking info) as they are available.
  • Social Media is not a helpdesk resource. Posting to get our attention will not receive a response - please CONTACT OUR HELPDESK for any questions or information. Continually trying to contact us via social media may lead your account to being blocked from our social media accounts as we are not able to offer support via social media.
Any Customer That:
  • Floods our email or social media or third party sites.
  • Sends/posts overly negative, passive aggressive, obscenity filled correspondence, etc.
  • Sends threats of physical harm
    (Will also be sent to their local police departments as we have customer information on file.)
  • Engages in overly disruptive/negative behavior
  • Creates a Dispute/Chargeback
Will have their purchases cancelled without refund or further support due to their overly disruptive behavior. As this is listed within the terms of service listed and agreed to prior to purchase, within the customers receipt and to any email after, this information will be posted in any public forum needed, along with the reasons why the customer has caused such issues as well.

As these terms are agreed to this within our Our Terms And Conditions Page prior to purchase:
  • The Automatic Cancellation may be instated at our discretion due to the negative actions or negative interactions from any customer acting out to (or against) us, acting improperly, or directly violating our Terms And Conditions as listed prior to purchase.
  • Free/Bonus items will be immediately cancelled as we do not reward disruptive behavior within our emails or social media with free items. As these items do not contain any monetary value and are not able to be refunded or disputed by any third party site otherwise.
  • Any additional billing, delinquent fees, overdrafts, collections, credit card or paypal fees that are in relation to any purchase - are direct responsibility of the customer. If the customer creates an issue that results in the customer receiving additional fees - those additional fees are the responsibility of the customer regardless of their origin.

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Anything Else? (Not Listed Above)

How To Directly Contact Us:
  • Please CONTACT OUR HELPDESK with any questions about a purchase. We are not able to offer any support from outside emails, social media, any other outlet or third party website. Continually trying to contact us any where but via OUR HELPDESK may also create issues within your account.
  • Please be sure to check your spam/filtered folders for any previous correspondence or updates. Even if you received an automated email, further updates are listed in those emails for your purchases and we will send further updates (including tracking info) as they are available.
  • Social Media is not a helpdesk resource. Posting to get our attention will not receive a response - please CONTACT OUR HELPDESK for any questions or information. Continually trying to contact us via social media may lead your account to being blocked from our social media accounts as we are not able to offer support via social media.
If you have filled out the Helpdesk form, listed above, we usually respond to Helpdesk emails within the same business day. Depending on our influx of emails coming in, orders going out, etc. Helpdesk responses may take up to 48-72 business hours (not including weekends and holidays) for responses.

Please be sure to check your spam/filtered emails for any responses.

Please note the Automatic Cancellation Policy may be instated for any customer that causes and issues or disturbances within our emails or social media.

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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About Horrormerch.com

About Horrormerch.com

Horrormerch.com has been around since 2005!

We pack and ship over 3000+ packages a month from multiple Warehouses and Printshops from within the US.

We offer Officially Licensed Merchandise from over 100 different Horror Movie + TV Properties.

Our main Warehouse is located in Columbus, Ohio with other shipping locations in Alabama, California, Indiana, Maryland, Nebraska, And Texas.

We have vended over 200 Horror Conventions and Comic Con's across the East Coast and Mid-West! (Horrorhound, Spooky Empire, Texas Frightmare, Monster Mania, NYCC, Wizard World and more!!)

Our Helpdesk Support Team usually responds to Helpdesk requests within a few hours during normal business days. (Not including Weekends And Holidays)

Most In-Stock Collectibles usually ship within 3-4 Business Days. Most Made To Order Clothing Designs (Printed Directly For Your Purchase) usually ship within 7-14 business days. (Not including Weekends And Holidays)