Question 1

Where are the products being shipped from?

Accepted Answer

We mainly source from Canada & the US.  For Special and custom-made orders we source from China, India, and the United Arab Emirates.

Question 2

What is the return policy?

Accepted Answer

If the items are damaged or the decoration is incorrect we will replace the order for you.  All items must be returned to us before we replace them.

Question 3

What are the shipping options?

Accepted Answer

Depending on your location shipping charges will vary.  On certain months we have free shipping on selected items.  These will be mentioned in our newsletter or our website.

Question 4

What are the international taxes, duties, etc. that I have to pay?

Accepted Answer

All international duties and taxes will have to be paid by you at the time of receiving your shipment

Question 5

When will I receive my order?

Accepted Answer

The processing time for orders is 3-7 business days. After that, delivery time within the United States is 3-6 days and 10-15 days internationally. Please keep in mind that during holidays or limited edition launches, this time may vary.  For a more specific shipping time, please check our final quotation to you. We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfer from USPS to the local carrier in your country or air and ground transportation, strikes or delays, nor any extra fees, customs, or back-end charges once the package has exited Canada.

Question 6

What do I do if I never received my order?

Accepted Answer

Contact support@merchnvibes.com and our support department will help you.

Question 7

What do I do if I receive a defective order?

Accepted Answer

Please refer to our refund policy

Question 8

How do I make changes to an order I've already placed?

Accepted Answer

If there are any changes to the order, please contact us and if the items have not yet gone to production we will be happy to change your order.

Question 9

Where are you located?

Accepted Answer

Richmond Hill, Ontario, Canada

Question 10

What are business days?

Accepted Answer

Our general business days are Monday to Friday 8.30 am to 5.00 pm and do not include weekends or public holidays, however, at Merch N Vibes we do have a can-do ethos and as such will always work with you to achieve your specific requirements.

Question 11

How do I place my order?

Accepted Answer

Once you are happy with your quotation, visuals, and or product samples, if you wish to place an order, simply email us or call your Account Manager who will then talk you through the final ordering process.

Question 12

What artwork is required?

Accepted Answer

Ideally, we need your artwork in an eps format. A jpeg or similar formatted file is not of a high enough resolution to provide for a truly professional finish. However, if you are struggling in this area our professional design team will prepare the necessary artwork.  If we need to send the low res file to a third-party source, a small fee will be charged.

Question 13

Is it really worth buying promotional products?

Accepted Answer

There has been a whole host of research done on this subject and time and time again this research has shown that promotional gifts are amongst one of the most cost effective forms of marketing whether as incentives, giveaways, corporate gifts or fundraisers when compared with other options pound for pound. With our pricing structure it is also worth noting that the larger the quantity ordered the lower the unit price becomes thus providing you with even greater value.

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