Before Contacting The Helpdesk, Please Browse Our Frequently Asked Questions / Terms And Conditions.
Terms And Conditions
Made To Order Clothing Item Information
Made to order clothing items will be able to ship once they are directly printed for your purchase.
As we offer over 1200 clothing designs available in various sizes and styles, all clothing items are custom printed (Made To Order) directly for your purchase via multiple print shops across the US.These Made To Order items are put into production once your purchase is placed. Print production times, ship dates, and ship from locations are not guaranteed at any point. Further updates for made to order clothing items will be sent as they are available.
Made To Order Item Detailed Information:
All Clothing Items And Drink-ware Items are "Made To Order" items as they are directly printed per purchase and for your direct purchase. All items are printed and shipped from various Print shops within the US.These Made To Order items are put into production once your purchase is placed. As these items are printed at different times, different origin print shops (within the US) and have different license requirements for production - exact ship times will vary and exact shipping or delivery dates are not guaranteed at any point. As these items are made directly for your purchase, they may take at least 14-24 business days (business days do not include weekends or holidays) before they are able to ship. Most designs will ship before or within this time frame, however exact ship dates will vary per design/origin print shop and exact shipping or delivery dates are not guaranteed at any point. Once these items are purchased, these items are not able to be exchanged, cancelled or otherwise modified as they are directly shipped or drop shipped from multiple locations (within the US) and directly for your purchase.
We are not able to offer refunds at any point for made to order clothing items. If there is a print quality issue, or an incorrect item was received, we will be able to replace it for you at no additional cost. Please contact our helpdesk for further information regarding replacement items.
Clothing Sizing:
Please visit size charts listed per shirt for further information regarding shirt sizing as all blanks will vary per license, design and origin print shop. All clothing designs are subject to change at any time. Color shifts may vary depending on the color settings on your device at the time of purchase compared to the final product received. These Made To Order designs may also include a distressed pattern within the design to help prevent the design from cracking prematurely after washing multiple times. These distress patterns are not print errors and these items are not able to be replaced or exchanged due to any color shifts, design changes, distress patterns, or the brand of blank they are printed on. All clothing blanks are cotton based unless otherwise directly noted. Exact blank brands will vary depending on the direct license or direct print shop requirement. We are not able to offer any direct blank shirt requests, design modifications or change of print placements per design other than what is directly shown prior to purchase.All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
Figures And Collectibles
Figures will be able to ship once they are released or restocked, if they are not immediately available.
All figures will ship, when all items from that direct warehouse location are available to ship. This may result in multiple shipments still left to ship from other locations. If not all items are in immediate stock, all items that are available (unless you are notified of immediate release/restock delays) will ship within 60 days.
All figure release or restock dates dates are all subject to change and ship dates are not guaranteed at any point within 60 days from purchase. Please visit the direct figure for more direct information regarding release/restock dates if they are available. Further updates for figures and collectibles will be sent as they are available.
Figures And Collectibles Detailed Information
All Regular and Collector Condition Figures Are Shipped In Their Original Packaging And All Figure Shipments Are Securely Bubble Wrapped Prior To Shipping. Figures that are In-Stock (please visit the direct product for estimated arrival information or immediate availability) usually ship within 3-5 business days (business days do not include weekends or holidays). Exact shipping or delivery dates are not guaranteed at any point. Figures that are awaiting to be released or to be restocked (please visit the direct product for estimated arrival information) will be able to ship once they are restocked. All arrival/restock dates listed on direct product pages are subject to change - at any time - for any reason and exact shipping or delivery dates are not guaranteed at any point.
Once these items are purchased, these items are not able to be exchanged, cancelled or otherwise modified as they are directly shipped or drop shipped from multiple locations (within the US) and directly for your purchase. All Sales Are Final. Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time, for any reason - within 60 days from purchase. All figures purchased (unless otherwise marked prior to purchase) are considered "Regular Condition" figures that are sent without damage to the figure, and include all accessories. Regular Condition figures may have minor packaging flaws. Any packaging issues for Regular Condition figures are not able to be replaced or refunded. We inspect each figure before shipping and do not send overly damaged packaging (unless it is marked as a DAMAGED BOX item prior to purchase) and figures with cosmetic packaging issues are not able to be returned or refunded. This may include any smaller packaging flaws that would make it to be not considered Collector Condition - as it is purchased as Regular Condition prior to purchase.
Free/Bonus promotional items are only available while supplies last and as listed per promotion.
All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
Figures: Regular Condition Vs Collector Condition Vs Damaged boxes
As some figures are available to ship in a more structured, and encased method, we have three different style conditions available for figures. These are listed prior to purchase in the title or product variant if they are available in any other style than "Regular Condition".
Regular Condition:
All figures by default are considered "Regular Condition" unless otherwise purchased in different condition. These items are pulled straight from factory cases, that are in a climate controlled and smoke free environment. These figures are exactly like (or even better than) ones you would see in person at a store. They are without major flaws and also are still factory sealed (where available per figure requirement at the time of production. These items are packaged and shipped with bubble wrap to make sure they arrive to you, without issue. These figures may have very minimal flaws. If a Collector Condition item arrives damaged due to USPS shipping issues, please visit the "Damaged/Missing Items" section for further information.
Collector Condition:
"Collector Condition" figures are hand selected, hand inspected to be rid of any minor flaws or issues within the packaging prior to shipping. These items are also inserted into plastic protectors prior to shipping. Purchasing one figure as "Collector Condition" will only be a "Collector Condition" for that direct figure listed - this will not cover any other figure within your shipment unless it is also purchased as "Collector Condition" as well prior to purchase. If a Collector Condition figure (this must be purchased as a Collector Condition prior to purchase) arrives and you are not happy with the condition of the figure, the difference between the Regular and Collector version will be refunded to your purchase for only one Collector Condition item per purchase. We are not able to offer replacements or ship replacements otherwise. If a Collector Condition item arrives damaged due to USPS shipping issues, please visit the "Damaged/Missing Items" section for further information.
Damaged Box Items:
These items are on sale due to their major packaging flaws. The figure within this packaging is without issue, and will still contain all accessories (if any were included with them originally) as listed per product. These items are listed as DAMAGED BOX items as the packaging included will contain major flaws to the outer packaging compared to those that would be considered "Regular Condition" or "Collector Condition" figures. DAMAGED BOX items are not meant to be displayable with the damaged packaging provided. All DAMAGED BOX items will contain DAMAGED BOX stickers on the outside (and sometimes inside flaps) per box noting that these boxes are damaged box items. We are required by the manufacturers to include this sticker to show that this was not sold as, or sent as a, "Regular Condition" or "Collector Condition" item to the customer. These items are on sale for collectors that remove the figures from within the packaging. There are no mint or collector packaging options available for figures denoted with DAMAGED BOX within the title of the product prior to purchase. We are also not able to accept requests for "less damaged" or "partially damaged" boxes. These DAMAGED BOX items are shipped as is, and are not able to be returned - replaced - or refunded - for any reason as all figures (and any accessories as listed) have already been inspected prior to purchase to not include any damage to the figure, or any missing accessories otherwise.
All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
Using Coupons
If you are using a discount coupon please note the following:
Only one coupon can be used per purchase
You can use the same coupon on multiple purchases - unless otherwise noted
We are not able to add coupons after purchase
Free Bonus items are only included while supplies last
Please visit the direct promotion for further details, disclaimers, restrictions, limitations, etc.
Direct Links For Common Coupons:
BUY3: Buy 3 Shirts/Pops - Get 1 Free: https://horrormerchstore.com/pages/buy3
FREESHIP: Free Shipping is only available for purchases of $75 or more within the US. This coupon can not be combined with any other discount or coupon.
All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
Buy 3 - Get 1 Free Sale:
Buy 3 Shirts - Get 1 Free Sale Is Back!
It's been a few years but we have brought back our Buy 3 Shirts - Get 1 Free Deal back! This deal no longer requires a discount code and will automatically (unless you already have a deeper discount for other items) be added to your checkout. Even if your designs ship from multiple shops, it will still give you a free shirt at the time of purchase!
What's the catch:
There's no catch, we have offered this sale from 2018-2023 and had over 3500+ purchases that received free stuff - and who doesn't like free stuff?
As this is listed as BUY 3 - GET 1 FREE, you must purchase at least 3 clothing items (within the same purchase) to receive one free clothing item per batch of 3 paid clothing items. If you purchase 6 clothing items (within the same purchase), 2 free shirts will be available for you, etc.
If a design within your purchase is discontinued:
Discontinued designs are a very rare case, but if your purchase contains a discontinued design, we will contact you directly for any replacements that you would like in their place to take full advantage of this offer. Any customer that does not respond within the time-frame listed (usually 72 hours), will have any have any discontinued designs cancelled, which may also void any free items if the purchase does not reach the 3 paid clothing item minimum quantity to receive the free clothing item.
If an item is discontinued, we recommend substituting a replacement design to take full advantage of this discount and offer.
As listed within our purchase terms and conditions that you agreed to prior to purchase - we are not able to cancel items that are already in production or that have already been shipped. If one shirt is discontinued, you will not be able to cancel your remaining purchase as you already have other items currently in production or that have already shipped for your purchase. If clothing items are cancelled due to customer non-response or non-selection for a replacement, this may also void any free items if the purchase does not reach the 3 paid clothing item minimum quantity to receive the free clothing item.
As your purchase receipt randomly selects an item as "Free" at the time of purchase, this is just so you can receive the automatic discount at the time of purchase and does not actually designate which item is considered "free" within your purchase. To clarify, the first 3 clothing items to ship are designated as the "paid items" within this purchase. Without the three paid items, the fourth item is not available to be shipped as a free item - regardless if listed as "free" within your purchase receipt. If clothing items are cancelled due to customer non-response or non-selection for a replacement, this may void free items if your purchase do not reach the 3 paid clothing item minimum quantity to receive the fourth free design. Any customer causing issues within our helpdesk, social media pages, posting on third party sites, etc. this automatically voids your coupon and will cancel out any remaining items not already in process or shipped.
All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
Purchase Modifications - Cancellations - Refunds - Chargebacks:
Please Note: Posting to third party websites, social media, review sites, etc will not speed up forward action within your account.
Purchase Modifications/Cancellations:
Discounts, refunds, modifications or cancellations are not available - at any time or for any reason - within 60 days from purchase.
Purchases are automatically put into process immediately after you purchase them. Most purchases have multiple ship from locations within the US. As there are multiple steps and also inability to update purchases with some print shops or warehouses - purchases are not able to be modified or cancelled regardless of item type. Also due to this multiple step process - address changes are not able to be made at any point after purchase, more so if items have already been shipped.
All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
Refunds:
Discounts, refunds, modifications or cancellations are not available - at any time or for any reason - within 60 days from purchase.
As of Jan 01, 2025. refunds will be available for Items that have not shipped within 60 days from purchase. This is unless we have previously directly contacted you regarding immediate item delays OR that these items are currently scheduled to arrive shortly to ship. Refunds may take at least 7-14 business days (business days do not include weekends or holidays) past the 60 day point before they are processed. Exact refund dates are not guaranteed at any point and will be processed in the order they were received. We are only able to refund the direct payment method used at the time of purchase. Once a refund is processed, we are unable to cancel it. If a refund is denied or returned to us, a merch voucher will be sent to you in it's place.
Even in the case of "accidental" purchasing or selecting an 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 receive an incorrect item that IS NOT INCLUDED within your original purchase receipt we will be able to review your shipment for you via our helpdesk.
All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
Chargebacks/Disputes:
Discounts, refunds, modifications or cancellations are not available - at any time or for any reason - within 60 days from purchase.
Any customer filing a chargeback/dispute will immediately put on hold. Any remaining items to ship (if any) will not ship until the dispute has been concluded (usually 90-120 days after the dispute is started by the customer) and is found in our favor. If a chargeback/dispute is found in favor of the customer, we will not have any further action or support available as the customer has already been refunded.
If a chargeback/dispute is found in our favor - any items/refunds due to the customer will be subtracted the following amounts prior to shipping/refund:
any fees incurred (usually $25 due to chargeback fees) are subtracted as they are the responsibility of the customer
any refunds previously processed to the customer
price of any items previously shipped
shipping fees of any items previously shipped
After any/all of these have been subtracted - a refund (if any available funds are left) will be in line to be processed for the customer. We are only able to refund the direct payment method used at the time of purchase. Once a refund is processed, we are unable to cancel it. If a refund is returned to us, a merch voucher will be sent to you in it's place.
All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
Mystery Shirt / Mystery Box / Subscription Information:
Made to order clothing items will be able to ship once they are directly printed for your purchase.
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 Boxes. Mystery Shirts are directly printed per purchase and are not able to be cancelled or refunded once they are purchased originally or directly after rebilling.
All Clothing Items are "Made To Order" items as they are directly printed per purchase and for your direct purchase. All items are printed and shipped from various Print shops within the US.
These items will ship as soon as they are directly printed for your purchase. Print production times, ship dates, and ship from locations, are not guaranteed at any point. Further updates for made to order clothing items will be sent as they are available. Once these items are purchased, these items are not able to be exchanged, cancelled or otherwise modified as they are directly shipped or drop shipped from multiple locations (within the US) and directly for your purchase.
As we inspect all items inserted in Mystery Boxes for major 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. 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. However when purchasing multiple Mystery Boxes, you may receive duplicate items withing multiple boxes.
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 cancellation confirmation email from us will still be active until an email confirmation has been sent confirming it's cancellation.
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. As listed within the product description prior to purchase, we are not currently accepting any returns, for any reason. Sending an item back, without prior authorization or acceptance, will be considered abandoned by the USPS and will not be able to be returned back to you nor refunded, for any reason. All shipping costs, for shipments sent to us without prior authorization or acceptance, will also be the responsibility of the customer and are not able to be refunded as we are not accepting returns without prior authorization.
All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
Damaged Items / Missing Items / Returns:
Please Note: Posting to third party websites, social media, review sites, etc will not speed up forward action within your account.
Missing/Damaged Items Within Your Shipment
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, boxes, etc) within your shipment within 10 physical days of receiving these items.
All notifications must be sent to VIA OUR HELPDESK within 10 physical days of delivery for any "missing" or "damaged" items within your shipment.
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 original packaging (this includes, figures, clothing, vinyl, masks, etc) are not available for any replacements, refunds or other compensation at any point. Any packaging that shows improper opening or wear and tear by the customer are not able to be refunded or replaced, for any reason, due to direct customer misuse. Any Collector Condition item, is subject to inspection prior to any action taken. Depending on the Collector Condition item, and issue shown within photos will vary further action to be taken. If a Collector Condition figure (each direct figure must be purchased as a Collector Condition prior to purchase) arrives and you are not happy with the condition of the figure, the difference between the Regular and Collector version will be refunded to your purchase for one item within your purchase. We are not able to offer replacements or ship replacements otherwise.
We are not able to offer refunds on clothing items due to color shifts, intentional distress patterns or style of clothing blank used at the time of production. We are also not able to offer replacements for figures that may have shifted in transit which may cause slight posing variation or loose accessories within factory packaging as that is beyond our control.
As purchases include USPS insured shipping (up to $100), 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 damaged shipments due to USPS mishandling. 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 failing or refusing to send photo proof of items/delivery within 10 business days will not receive any further support or return option for their purchase.
Items listed as DAMAGED BOX items prior to purchase are not able to be returned/refunded at any point.
Items purchased as DAMAGED BOX Items are not available for replacements or refunds as they are sold in "as is" condition as listed as a DAMAGED BOX item prior to purchase All figures within Damaged Box items and all accessories are still included, however the box will include damage - as listed prior to purchase.
All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
Incorrect Items Within Your Shipment
If you received an incorrect item that IS NOT INCLUDED within your receipt, please Contact Our Helpdesk for more information. 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.
All notifications must be sent to VIA OUR HELPDESK within 10 physical days of delivery for any "missing" or "damaged" items within your shipment.
All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
Returns - We do not accept returns of any items, at any point.
As listed within the product description prior to purchase, we are not currently accepting any returns, for any reason. Sending an item back, without prior authorization or acceptance, will be considered abandoned by the USPS and will not be able to be returned back to you nor refunded, for any reason.
All shipping costs, for shipments sent to us without prior authorization or acceptance, will also be the responsibility of the customer and are not able to be refunded as we are not accepting returns without prior authorization.
If any items within your purchase have shipped, all shipping costs (partial or in whole) are not able to be refunded for any purchase at any time.
If an item is returned to us due to an undeliverable state, partial refunds may be available for figures minus the shipping and restock fee if the item is not considered destroyed by the item being returned to us.
Items listed as DAMAGED BOX items prior to purchase are not able to be returned/refunded.
Items purchased as DAMAGED BOX Items are not available for replacements or refunds as they are sold in "as is" condition as listed as a DAMAGED BOX item prior to purchase All figures within Damaged Box items and all accessories are still included, however the box will include damage - as listed prior to purchase.
All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
Why Hasn't My Tracking Updated? / Missing Packages Shown As Delivered:
Please Note: Posting to third party websites, social media, review sites, etc will not speed up forward action within your account.
If you have already received tracking information, please visit your tracking information for the most current updates.
Once items are marked as shipped - your shipping provider will have the most current tracking information available.
As packages are not always immediately scanned at pickup or drop off, please wait 1-2 business days (business days do not include weekends or holidays) from notification for further updates. Address changes are not able to be made at any point after purchase, more so if items have already been marked as shipped.
Please note: We can not control how fast shipping providers move your shipment during business days (business days do not include weekends or holidays) and will not have any different information available than what is listed on the website with tracking information.
Once your shipment is in the hands of the shipper, 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 merch vouchers for these items as they show a successful delivery. 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. We can only ship to address listed at the time of purchase. We are not responsible for mis-shipped items due to an incorrect customer address submitted at the time of purchase.
All notifications must be sent to VIA OUR HELPDESK within 10 physical days of delivery for any "missing" or "damaged" items within your shipment.
All Sales Are Final.
Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time or for any reason - within 60 days from purchase.
How To Contact Us: