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?
Collector Condition/Regular Condition Figures
Split Shipping
180 Day Pre-Order Policy
Cancellations/Returns/Refunds
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?

.

 

 

Where Are My Clothing Items?

All clothing items are printed or restocked directly for your purchase.

As these items go into production (with various origin print shops) as soon as you hit the confirm purchase button, we are unable to modify sizing, change designs or cancel items otherwise - No Exceptions.

IN-STOCK CLOTHING DESIGNS:
If your clothing items ARE NOT labeled as a Pre-Order item (as listed in the title of the product prior to purchase), these items should ship within 7-10 business days (not including weekends or holidays).

If your purchase includes In-Stock AND Pre-Order clothing designs (but not including Pre-Order Figures), your shipment may split ship to you at no additional cost.

PRE-ORDER CLOTHING DESIGNS:
If your clothing items ARE labeled as a Pre-Order item (be sure to check the title of the items in your receipt for more direct Pre-Order information) clothing, these items will be shipped as they are released/restocked as they become available. Depending on the time of year, license renewals, print shop availability, production procedures, or other issues outside of our control, these circumstances may directly vary or extend turn around times of Pre-Order designs. Due to the Pre-Order reservation of your items, Pre-Order items are not able to be modified, cancelled or refunded - No Exceptions.

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

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

CUSTOMERS CAUSING ISSUES:
Any customer causing issues on social media, overloading our email, review sites, etc. are subject to our Automatic Cancellation Policy. Please visit our Automatic Cancellation Policy for more details.

Back To The Top


.

 

 

Using Coupons

ONLY ONE DISCOUNT COUPON CAN BE USED PER PURCHASE - DISCOUNT COUPONS ARE NOT ABLE TO BE ADDED AFTER YOUR PURCHASE - NO EXCEPTIONS.


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, And Other Purchase Terms And Conditions

CUSTOMERS CAUSING ISSUES:
Any customer causing issues on social media, overloading our email, review sites, etc. are subject to our Automatic Cancellation Policy. Please visit our Automatic Cancellation Policy for more details.

Back To The Top


.

 

 

Where Are My Figures

Please visit the Pre-Order Release Schedule for upcoming release dates

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


IN-STOCK (AND "COMING SOON") FIGURES:
If your figures ARE NOT labeled as a Pre-Order item (as listed in the title of the product prior to purchase), these items are either in immediate stock or are currently on the way to our warehouses. Due to the immediate nature of these items, these items are not able to be modified, cancelled or refunded - No Exceptions.

PRE-ORDER FIGURES:
If your figures ARE labeled as a Pre-Order item (be sure to check the title of the items in your receipt for more direct Pre-Order information), these items will be shipped as they are released/restocked as they become available. Depending on the time of year, license renewals, print shop availability, production procedures, or other issues outside of our control, these circumstances may directly vary or extend turn around times of Pre-Order figures. Due to the Pre-Order reservation of your items, Pre-Order items are not able to be modified, cancelled or refunded - No Exceptions.

If your purchase includes In-Stock AND Pre-Order figures, your shipment will ship when ALL of your items are available. If you require additional shipments of your items (to receive In-Stock items faster), additional shipping purchases will be required per shipment to you to receive multiple shipments. If you would like to split your purchase into multiple shipments, please visit our Split Shipping request form for more direct information.

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

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

CUSTOMERS CAUSING ISSUES:
Any customer causing issues on social media, overloading our email, review sites, etc. are subject to our Automatic Cancellation Policy. Please visit our Automatic Cancellation Policy for more details.

Back To The Top


.

 

 

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.

POP Collector Condition Figures: Any POP Collector Condition figure will be hand inspected for any print issues, packaging blemishes and figure blemishes. There is no difference between the actual figure in Regular Condition or Collector Condition purchases, just in the inspection of the figure and their automatic shipping methods. These Collector Condition figures will be packed inside of a POP Protector and shipped via Priority Mail for added insurance. Any customer requiring additional shipping insurance will require an additional shipping insurance purchase outside of their original purchase.

POP CHASE Figures: These figures will also be inspected for any visual figure and packaging issues. Due to the limited availability of the CHASE figures, slight packaging imperfections may still occur. These CHASE figures will be packed inside of a POP Protector and shipped via Priority Mail for added insurance. Any customer requiring additional shipping insurance will require an additional shipping insurance purchase outside of their original purchase.

Regular Condition Figures: All other figures (beyond POP Collector Condition or POP 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 occur. Also depending on the shipping service selected at the time of purchase, or if your purchase is automatically split shipped, will vary if these items are sent via first class or Priority Mail. 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, And Other Purchase Terms And Conditions

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

CUSTOMERS CAUSING ISSUES:
Any customer causing issues on social media, overloading our email, review sites, etc. are subject to our Automatic Cancellation Policy. Please visit our Automatic Cancellation Policy for more details.

Back To The Top


.

 

 

Split Shipping Purchases

If your purchase contains both In-Stock AND Pre-Order items, your purchase will ship when ALL ITEMS ARE AVAILABLE.

If you would like to split your purchase into multiple shipments, please visit our Split Shipping request form for more direct information.

Back To The Top


.

 

 

180 Day Pre-Order Policy

As Of Jan 01, 2021 (starting with orders placed after July 01, 2020) - we will no be longer holding purchases or Pre-Order items open after 180 days (6 months from purchase).

If a Pre-Order item is approaching 180 days (6 months) from your purchase to be released or restocked, we will be emailing an update to you with this information. Please be sure to check your spam/filtered emails for more direct information.

If we do not receive a response to the email update we send you, we will send out a digital Gift Card (that does not expire) as a direct replacement for these items that have not yet been released or restocked. This includes all clothing items, figures, masks, etc. if they are not released/restocked within the 180 days (6 months from purchase) time frame.

Any remaining In-Stock items will then be sent out to you at no additional cost. Refunds will not available after 180 days (after 6 months) from purchase as the gift card for replacement items will have already been sent.

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

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

CUSTOMERS CAUSING ISSUES:
Any customer causing issues on social media, overloading our email, review sites, etc. are subject to our Automatic Cancellation Policy. Please visit our Automatic Cancellation Policy for more details.

Back To The Top


.

 

 

Cancellations/Returns/Refunds

RETURNS:
As we are not currently accepting any returns, items are not able to be returned to us. No exceptions.

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

CANCELLATIONS/REFUNDS:
As your IN-STOCK ITEMS are already reserved for you, these items are not able to be modified, cancelled or refunded - No Exceptions.

As your PRE-ORDER ITEMS are already in production or reserved for you, these items are not able to be modified, cancelled or refunded - No Exceptions.

If any PRE-ORDER ITEMS take an extended amount of time for production/release/restock, please visit our 180 Day Pre-Order Policy for more information.

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


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

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

CUSTOMERS CAUSING ISSUES:
Any customer causing issues on social media, overloading our email, review sites, etc. are subject to our Automatic Cancellation Policy. Please visit our Automatic Cancellation Policy for more details.


Back To The Top


.

 

 

Automatic Cancellation Policy

Any customer causing trouble with overloading our helpdesk, causing trouble on our social media pages (or other groups, etc.), creating disputes, etc. - will be subject to our Automatic Cancellation Policy.

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.

Please visit Our Terms And Conditions Page For Extended Information Regarding Figures, Pre-Order Clothing Items, 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". 

Back To The Top


.

 

 

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 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 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. We are also not able to offer any replacements or gift cards if we do not receive photos of your items AND the packaging it was sent in to verify how your items were shipped, or what items were shipped to you.

We must be notified within 10 physical days from the date of delivery. We are not able to offer any support for items missing or damaged when notified outside of 10 physical days of delivery, due to excessive wear and tear by the customer or by a customer improperly opening their packaging.

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

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.

Back To The Top


.

 

 

Missing/Incorrect Items

Sometimes accidents do happen along the way and sometimes shipments do get mixed up along the way.

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 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. We are also not able to offer any replacements or gift cards if we do not receive photos of your items AND the packaging it was sent in to verify how your items were shipped, or what items were shipped to you.

We must be notified within 10 physical days from the date of delivery. We are not able to offer any support for items missing or damaged when notified outside of 10 physical days of delivery, due to excessive wear and tear by the customer or by a customer improperly opening their packaging.

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

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.


Back To The Top


.

 

 

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 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.

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 abandoning any shipments or forcing them to be returned to us, for not paying customs fees will not be able to be cancelled or refunded.

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

Back To The Top


.

 

 

Items Returned/Incorrect Addresses

As we are not currently accepting returns, any items returned by the customer or by USPS due to address issues entered by the customer at the time of purchase are not able to be cancelled or refunded. As we are not accepting returns, any shipments returned to us may be abandoned at the post office upon arrival and we will not receive them.

Refunds or Gift Cards are not available for ANY items - nor due to ANY reason - returned to us or directly abandoned by the post office - no Exceptions. If you need items shipped to a new address, you will need to make a brand new purchase as any shipments returned to us are automatically abandoned and not able to be re-shipped.

If you received an incorrect item, please visit the Missing/Incorrect Items section of this FAQ for more direct information.

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 your 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 your items will be abandoned if they are returned to us.

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.


Back To The Top


.

 

 

Why Are You Not Returning My Emails?

We respond to emails as quick as possible that are directly sent to our helpdesk. Emails that are sent outside of this helpdesk form may not be responded to, or receive bouncebacks via your email program.

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 to us will not speed up our response time and may subsequently block you from our email support.

Sending abrasive, abusive, obscenity filled emails will not tolerated, nor responded to and the Automatic Cancellation Policy may be instated for your purchase.

Tagging us on social media, replying to a social media post, or trying to contact us via any number of third party websites will not help us find your account - more so in the case of screen names, aliases, etc. Contacting any third party review site will also not speed up any correspondence or shipping times, however the Automatic Cancellation Policy may be instated for your purchase otherwise.

To be sure you receive a reply, please read the FAQ and fill out the helpdesk form on our website - as that is the only way we can offer support.

Be sure to also check your spam/filtered emails for any replies or updates within 1-2 business days (that does not include weekends or holidays).

Back To The Top


.

 

 

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:

We respond to emails as quick as possible that are directly sent to our helpdesk. Emails that are sent outside of this helpdesk form may not arrive to our helpdesk directly.

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 and the Automatic Cancellation Policy may be instated.

To be sure you receive a reply, be sure you fill out the helpdesk form on our website.

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! :)

Back To The Top


Close (esc)

Get 10% Off Your First Purchase!

Age verification

By clicking enter you are verifying that you are old enough to consume alcohol.

Search

Added to cart