If this is your first time visiting our messaging page, please review the FAQ below as it may answer your questions before contacting us.
Where is my purchase (or) I received only part of my purchase, where is the rest?
For Clothing Items: Most clothing designs are made to order designs. Made to order designs are items that are put into production immediately after you confirm your purchase and will ship once they have been finished up. Turnaround for these made to order designs are usually shipped within 5-10 business days (this does not include holidays or weekends). Sometimes they may ship sooner, sometimes a few days later depending on our production turn around times.
For figures, masks, etc: If we have immediate stock on them, your items will ship faster - however if they do need to be special ordered, the items may take a few days (usually within 7-10 business days - sometimes they ship sooner, sometimes a few days later) before they ship.
Once your items are shipped you will receive a tracking number so you can check with the USPS for updated tracking information.
US Customers: If you have received a partial shipment, we will be sending the remaining items to you (at no additional cost) once they are printed/arrive in to stock.
Out Of US Customers: Your shipment will be shipped in full when it is filled in total - this includes any pre-order items you may have purcahsed as well.
I ordered a pre-order item, where is it?
As noted on certain items (figures, props, etc.), these items may be pre-order items or immediate backorder items. These items that are not immediately available to ship will ship as soon as they are released and are not able to be rush shipped otherwise.
We try to update our pre-release/backorder schedule at: https://horrormerchstore.com/blogs/news/pre-order-updates every two weeks as that may help with any pre-order shipping dates.
Pre-order/backorders are not able to be cancelled once they have been purchased as they are already reserved for you and will ship as soon as they are released.
I've emailed you numerous times, why am I not getting a reply?
We are not a warehouse with hundreds of employees who are there to respond to customer emails 24/7. We are a VERY small operation and we do not have 24/7 customer or production support. We usually are able to respond within 48-72 hours of your email (unless otherwise noted in an email auto-responder of extra delays) as we wait for shipping updates before responding so we can give you up to date shipping information as to where/when your shipment is. Emailing multiple times within that period (or even more than once a day) will not speed up your email responses and will be deleted as we respond to them in the order they are received.