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 & Drinkware — Shipping & Sales Policy
Production & Shipping Times
With over 1,500 designs available across various sizes and styles, all clothing and drinkware items are custom printed (Made to Order) specifically for your purchase through multiple licensed print shops across the US. Production begins once your order is placed.
Made to Order items may take at least 7-10 business days before they are able to ship (business days exclude weekends and holidays). Most designs ship before or within this timeframe, however exact ship dates vary by design and origin print shop. Exact shipping and delivery dates are not guaranteed at any point. Further updates will be sent as they become available.
Sizing & Design Information
Please refer to the size chart listed on each individual product page, as sizing will vary by license, design, and print shop.
Print Quality & Replacements
We do not offer refunds on Made to Order items. However, if you receive an item with a print quality issue or an incorrect item, we will replace it at no additional cost. Please contact our helpdesk for further assistance.
Additional Production notes:
Color shifts may occur due to differences in device display settings versus the final printed product. Distressed patterns may be incorporated into designs to help prevent cracking after repeated washing. These are intentional design elements and are not print errors. Items cannot be replaced or exchanged due to color shifts, design changes, distress patterns, or blank brand variations. All blanks are cotton-based unless otherwise noted. Exact blank brands vary by license and print shop requirements. We are unable to accommodate blank brand requests, design modifications, or changes to print placement beyond what is shown at the time of purchase.
Non-Cancellable Orders
Once purchased, Made to Order items cannot be exchanged, cancelled, or otherwise modified, as they are printed and drop-shipped directly from multiple US locations specifically for your order. If a clothing design becomes discontinued - we will contact you directly for further options.
Address & Shipping Issues
If we are unable to verify or ship to your address, we will contact you immediately. Please note that due to varying turnaround and hold times across our print partners, we cannot extend hold periods for undeliverable orders.
Any Made to Order item that has been printed but cannot be shipped due to address verification failure will be refunded, minus the non-refundable deposit disclosed at the time of purchase. Once a refund has been issued, it cannot be reversed — and items already disposed of by our print partners cannot be reproduced.
Please double-check your shipping address before completing your purchase, and respond promptly to any notifications from us to prevent fulfillment issues.
All Sales Are Final.
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Figures And Collectibles
Figures & Collectibles — Shipping & Sales Policy
Shipping & Availability
Figures will ship once they are released or restocked if not immediately available. All items from a given warehouse location will ship together, which may result in multiple shipments from multiple locations at different times. Release and restock dates are subject to change at any time and for any reason. Shipping dates are not guaranteed at any point — please refer to the individual product description for details). Updates on remaining figures and collectibles within your order will be directly sent to you as they become available.
Shipping & Handling
All Regular and Collector Condition figures ship in their original packaging and are bubble wrapped prior to shipment. In-stock figures typically ship within 3–5 business days (excluding weekends and holidays). Exact shipping and delivery dates are not guaranteed at any point.
Condition Definitions
Unless otherwise noted prior to purchase, all figures are sold as Regular Condition — meaning the figure itself is undamaged and includes all accessories. Regular Condition figures may have minor packaging flaws. Cosmetic packaging imperfections do not qualify for return, replacement, or refund. We inspect every figure before shipping and do not send overly damaged packaging unless the item is explicitly listed as a Damaged Box Item prior to purchase.
Promotional Items
Free or bonus promotional items are available while supplies last and are subject to the terms listed per promotion.
Non-Cancellable Orders
Once purchased, figures and collectibles cannot be exchanged, cancelled, or otherwise modified, as they are drop-shipped directly from multiple US locations specifically for your order. All Sales are Final. Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
— If a current item becomes unavailable, we will contact you directly or issue a refund for that portion of your purchase after 60 days from purchase.
— If a Pre-Order item (as listed in the product description prior to purchase) experiences extended delays, we will contact you within 60 days of purchase with either an updated ship timeframe (extending up to 30 additional days, for a maximum of 90 days from purchase) or alternative options for your order.
Figures: Regular Condition Vs Collector Condition Vs Damaged boxes
Figure Condition Types
We offer three condition classifications for figures, clearly listed in the product title or variant selector prior to purchase.
Regular Condition
All figures are sold as Regular Condition unless otherwise specified. These figures are pulled directly from factory cases stored in a climate-controlled, smoke-free environment. They are factory sealed (where applicable per figure requirements at the time of production), free of major flaws, and comparable to — or better than — what you'd find in a retail store. All Regular Condition figures are bubble wrapped prior to shipment. Minor packaging imperfections may be present.
Collector Condition
Collector Condition figures are individually hand-selected and hand-inspected to ensure the packaging is free of minor flaws before shipping. Each figure is also inserted into a plastic protector prior to shipment.
Please note: Collector Condition applies only to the specific figure purchased under that designation — it does not extend to any other figures within the same order unless also purchased as Collector Condition. If a Collector Condition figure arrives and you are unsatisfied with its condition, the price difference between the Regular and Collector Condition versions will be refunded for one Collector Condition item per purchase only. Replacements or replacement shipments are not available under any other circumstance. If a Collector Condition item arrives damaged due to a USPS shipping issue, please refer to the Damaged/Missing Items section for further information.
Damaged Box Items
Damaged Box items are discounted due to major outer packaging flaws. The figure inside is undamaged and includes all originally listed accessories.
Please Note: All Damaged Box items are marked with DAMAGED BOX stickers on the exterior (and sometimes interior flaps) as required by manufacturers to distinguish them from Regular or Collector Condition items. These items are intended for collectors who remove figures from their packaging. They are not suitable for display in the included packaging. No mint or collector packaging options are available for any item listed as a Damaged Box product. We cannot accommodate requests for "less damaged" or "partially damaged" boxes. Damaged Box items are shipped as-is and are not eligible for return, replacement, or refund for any reason, as all figures and accessories are inspected prior to purchase to confirm the figure itself is undamaged and complete. If a Damaged Box item arrives damaged due to a USPS shipping issue, please refer to the Damaged/Missing Items section for further information.
All Sales Are Final.
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Using Coupons
Coupons & Promotions
General Coupon Terms
— Only one coupon may be used per purchase.
— The same coupon may be used across multiple purchases unless otherwise noted per promotion.
— Coupons cannot be applied after a purchase has been placed.
— Free bonus items are included while supplies last only.
— Please refer to the direct promotion page for full details, disclaimers, restrictions, and limitations.
Active Coupons
— BUY3: Buy 3 Shirts. Get 1 Free: For full details, visit: horrormerchstore.com/pages/buy3
— FREESHIP: Shipping Free shipping is available on US orders of $75 or more. This coupon cannot be combined with any other discount or coupon.
All Sales Are Final.
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Buy 3 - Get 1 Free Sale:
Buy 3 Shirts, Get 1 Free — Promotion Details
How It Works
Our Buy 3 Shirts, Get 1 Free deal is back! No discount code is required — the discount is automatically applied at checkout (unless a deeper discount is already active on other items in your order). The free shirt is applied even if your designs ship from multiple print shops.
To qualify, you must purchase at least 3 clothing items within the same order to receive 1 free clothing item. This scales per batch:
— Buy 3 paid items: Receive 1 free item
— Buy 6 paid items: Receive 2 free items
And so on.
Discontinued Designs
Discontinued designs are rare, but if your order contains one, we will contact you directly to select a replacement so you can take full advantage of this offer.
Please note:
Customers who do not respond within the stated timeframe (typically 72 hours) will have the discontinued design cancelled, which may void the free item if the remaining order falls below the 3 paid item minimum.
We recommend selecting a replacement design to maintain eligibility for the free item.
Per our Terms & Conditions agreed to at the time of purchase, we cannot cancel items already in production or already shipped. If one shirt is discontinued, the remaining items in production or already shipped cannot be cancelled.
How the Free Item Is Designated
Your purchase receipt may randomly designate one item as "Free" at checkout — this is simply how the automatic discount is applied and does not determine which specific item is considered free. The first 3 clothing items to ship are designated as the paid items for this deal. The 4th item cannot ship as a free item without the 3 paid items being fulfilled, regardless of how it appears on your receipt.
Important Policy Notes
Cancellations of clothing items due to customer non-response or failure to select a replacement may void free items if the order falls below the 3 paid item minimum. Any customer who initiates disputes through our helpdesk, social media, or third-party platforms regarding this promotion will have their free item voided and any remaining unprocessed or unshipped items cancelled.
All Sales Are Final.
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Purchase Modifications - Cancellations - Refunds - Chargebacks:
Purchase Modifications & Cancellations
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
All purchases are automatically put into processing immediately after checkout. As orders involve multiple ship-from locations across the US and various print shops and warehouses with limited ability to update orders mid-process, purchases cannot be modified or cancelled regardless of item type. Address changes cannot be made at any point after purchase — especially once items have already shipped.
All Sales Are Final.
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Refunds
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Effective January 1, 2025, refunds will be available for items that have not shipped after 60 days of purchase, unless we have previously contacted you directly within the original 60-day period regarding a known delay, and the item is currently scheduled to arrive and ship within the following 30 days (totaling up to 90 days from purchase).
Additional refund terms:
— Refunds may take at least 7–14 business days to be processed to your account once it is initiated (business days exclude weekends and holidays).
— Exact refund dates are not guaranteed and are processed in the order they are received.
— Refunds can only be issued to the original payment method used at the time of purchase.
— Once a refund is processed, it cannot be cancelled. If a refund is declined or returned, a merchandise voucher will be issued in its place.
Accidental Purchases
Even in the case of accidental purchases or selecting an incorrect size, variant, or item — orders cannot be changed or cancelled as they are already in production or reserved for your purchase.
Incorrect Items:
If you receive an item that you deem as "incorrect" that is listed on your original purchase receipt, we are unable to offer a refund or replacement, as we fulfill orders exactly as placed. If you receive an item that is not listed on your original purchase receipt, please contact our helpdesk for review.
All Sales Are Final.
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Chargebacks & Disputes
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Any customer who files a chargeback or dispute will have their account and purchase cancelled immediately. Any further action needed on our part will not happen until the dispute is fully resolved (typically 90–120 days after initiation by the customer).
Any dispute filed within the 60-day period (for regular items) or the 90-day period (for items with unique delays where an update was provided within the original 60-day timeline) will result in a physical letter being issued to the customer stating that they have voided our Terms & Conditions as agreed to prior to purchase. A copy of this letter will also be sent to the customer's billing provider.
If the dispute is found in our favor, any items or refunds owed to the customer will be calculated after deducting the following:
— Chargeback fees incurred (typically $25, which is the customer's responsibility for said fees)
— Any refunds previously issued to the customer
— The value of any items previously shipped
— Shipping fees for any items, or notices previously shipped
Any remaining balance after these deductions will be refunded in the order it was received. Refunds can only be issued to the original payment method used at the time of purchase. Once a refund is processed, it cannot be cancelled. If a refund is declined or returned, a merchandise voucher will be issued in its place.
If the dispute is found in the customer's favor, no further action or support will be available, as the customer has already been refunded through that process.
All Sales Are Final.
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Mystery Shirt / Mystery Box / Subscription Information:
Mystery Shirts & Mystery Boxes — Policy
All clothing items, including Mystery Shirts, are Made to Order and printed specifically for your purchase through various print shops across the US. Print production times, ship dates, and ship-from locations are not guaranteed at any point. Updates will be sent as they become available. Once purchased, Made to Order items cannot be exchanged, cancelled, or modified, as they are printed and drop-shipped directly from multiple US locations for your order.
Mystery Shirt Production Issues
If there is a production issue with your Mystery Shirt, we must be notified within 10 days of delivery. We will replace it with the exact same design and size if a valid production defect is confirmed. Refunds and exchanges are not available for Mystery Shirts or Mystery Boxes at any point. Mystery Shirts cannot be cancelled or refunded once purchased, including after rebilling.
Mystery Box Contents
All items included in Mystery Boxes are inspected for major flaws and imperfections prior to packing.
Mystery Box items:
— Are not guaranteed to be in Mint or Collector Condition and may contain slight flaws.
— Are packed in multiple steps specifically to avoid duplicate items within a single box. Claims of receiving duplicate items within a single box will not be eligible for exchange or refund.
— When purchasing multiple Mystery Boxes, duplicate items across separate boxes may occur.
Subscription Cancellations
All new Mystery Shirt and Mystery Box subscriptions have a 3-month minimum billing cycle due to the discounted nature of these items. Cancellation requests will be processed after the 3-month minimum per account.
To cancel your subscription, contact our helpdesk at least 5 business days (excluding weekends and holidays) before your next billing cycle date. Your billing cycle date is the date shown on your subscription renewal email receipt.
Subscriptions without a cancellation confirmation email from us remain active. A cancellation is not confirmed until you receive a confirmation email from us.
Returns As listed in the product description prior to purchase, we are not currently accepting returns for any reason. Sending an item back without prior authorization will be considered abandoned by USPS and cannot be returned to you or refunded. All shipping costs for unauthorized return shipments are the responsibility of the customer and are not eligible for refund.
All Sales Are Final.
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Damaged Items / Missing Items / Returns:
Purchase Modifications & Cancellations
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
All purchases are automatically put into processing immediately after checkout. As orders involve multiple ship-from locations across the US and various print shops and warehouses with limited ability to update orders mid-process, purchases cannot be modified or cancelled regardless of item type. Address changes cannot be made at any point after purchase — especially once items have already shipped.
All Sales Are Final.
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Refunds
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Effective January 1, 2025, refunds will be available for items that have not shipped after 60 days of purchase, unless we have previously contacted you directly within the original 60-day period regarding a known delay, and the item is currently scheduled to arrive and ship within the following 30 days (totaling up to 90 days from purchase).
Additional refund terms:
— Refunds may take at least 7–14 business days to be processed to your account once it is initiated (business days exclude weekends and holidays).
— Exact refund dates are not guaranteed and are processed in the order they are received.
— Refunds can only be issued to the original payment method used at the time of purchase.
— Once a refund is processed, it cannot be cancelled. If a refund is declined or returned, a merchandise voucher will be issued in its place.
Accidental Purchases
Even in the case of accidental purchases or selecting an incorrect size, variant, or item — orders cannot be changed or cancelled as they are already in production or reserved for your purchase.
Incorrect Items:
If you receive an item that you deem as "incorrect" that is listed on your original purchase receipt, we are unable to offer a refund or replacement, as we fulfill orders exactly as placed. If you receive an item that is not listed on your original purchase receipt, please contact our helpdesk for review.
All Sales Are Final.
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Chargebacks & Disputes
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Any customer who files a chargeback or dispute will have their account and purchase cancelled immediately. Any further action needed on our part will not happen until the dispute is fully resolved (typically 90–120 days after initiation by the customer).
Any dispute filed within the 60-day period (for regular items) or the 90-day period (for items with unique delays where an update was provided within the original 60-day timeline) will result in a physical letter being issued to the customer stating that they have voided our Terms & Conditions as agreed to prior to purchase. A copy of this letter will also be sent to the customer's billing provider.
If the dispute is found in our favor, any items or refunds owed to the customer will be calculated after deducting the following:
— Chargeback fees incurred (typically $25, which is the customer's responsibility for said fees)
— Any refunds previously issued to the customer
— The value of any items previously shipped
— Shipping fees for any items previously shipped
Any remaining balance after these deductions will be refunded in the order it was received. Refunds can only be issued to the original payment method used at the time of purchase. Once a refund is processed, it cannot be cancelled. If a refund is declined or returned, a merchandise voucher will be issued in its place.
If the dispute is found in the customer's favor, no further action or support will be available, as the customer has already been refunded through that process.
All Sales Are Final.
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
Why Hasn't My Tracking Updated? / Missing Packages Shown As Delivered:
Shipping & Tracking
If you have already received tracking information, please refer to your tracking link for the most current updates. Once an item is marked as shipped, your shipping provider will have the most up-to-date tracking information available.
Tracking Updates
As packages are not always immediately scanned at pickup or drop-off, please allow 1–2 business days (excluding weekends and holidays) from your shipping notification before expecting tracking updates.
Please note: We cannot control how quickly shipping providers move your shipment and will not have any information beyond what is available through your tracking link.
Address Changes
Address changes cannot be made at any point after purchase — especially once items have already been marked as shipped. We can only ship to the address provided at the time of purchase and are not responsible for mis-shipped items resulting from an incorrect address submitted by the customer.
Packages Delivered but "Not Received"
Once your shipment is in the hands of the carrier, please contact your local post office directly for any questions or issues. We are unable to make alternative arrangements or re-delivery requests on your behalf.
— If you receive a delivery confirmation but did not receive your package:
— Contact your local post office with your tracking number for more information.
— We are unable to offer replacements, refunds, or merchandise vouchers for shipments that show as successfully delivered.
— If your local post office is unable to locate the package, you may be able to file a claim with USPS at usps.com/help/claims.htm for reimbursement.
Reporting Missing or Damaged Items
All missing or damaged item claims must be submitted via our helpdesk within 10 days of delivery. Please visit the Damaged/Missing Items section for further information.
Order Updates & Communication
Further updates regarding your purchase will be sent as information becomes available. We appreciate your purchase and your patience.
Due to the Made to Order nature of clothing items and the extended release or restock timelines of some figures, we are unable to provide continual updates in response to individual customer inquiries. If items are not immediately available to ship, we will proactively send estimated ship date updates to customers as they become available.
Please note: Repeatedly contacting us for updates, posting on social media or third-party sites, or taking any negative action regarding your order will not receive a response and may result in limitations being placed on your account.
All Sales Are Final.
Discounts, refunds, or cancellations are not available due to delays — at any time, for any reason — within 60–90 days of purchase.
How To Contact Us: