What is Print on Demand?
MonetMerch is a print on demand company, all products are unique and produced per order meaning made to the consumer's specifications. Your particular item(s) will be made exclusively for YOU. Due to this custom attention, orders cannot be cancelled after 24 hours of placement. Please contact us if you would like personal assistance. Again, due to this custom attention, we do not refund orders for buyer’s remorse. Returns or exchanges are not supported if you ordered a wrong size, color, quantity or simply you changed your mind.
However, we can offer a replacement order free of charge, if there are any issues with the order, like manufacturing error, printing issues, damage in transit and such. In order to resolve the problem most efficiently, get in touch with our Customer Support Team. Contact Us.
How do I report a problem with my order?
You can report problems with an order through our Contact Us page. Be aware that MonetMerch may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
We may ask for your help before doing that, like confirming that the shipping address was correct, and that you got in touch with your local post office to try locating the lost order.
Keep in mind that if tracking information states an order was delivered we won't take responsibility and reship that order. There may be cases where the delivery was made, but the package was left in an unexpected location at your address. You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch."
We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods through our contact us page, then we'll gladly send a replacement at no cost to you. In case you are still not getting what you need, you may ask for a refund. You’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
How long do I have to submit a claim for a refund/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 2 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 25 days after the maximum estimated delivery date.
Check out our Refund Policy for more info
Item was returned to sender, what now?
Based on the reason for the return, we'll decide what the next steps should be. There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by you. You need to determine how you would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.
How are returns handled differently when comparing quality concerns or customers changing their minds?
Any returns or problems that occur because of an error on our part will be handled at our expense. On the other hand, If you would like to exchange or return a product without any defect/damage, or due to a wrong size, quantity being ordered, or a change of mind, it would be handled at your expense by placing a new order.
If the item is returned to our facility due to an undeliverable address, or the package being unclaimed at customs or refused/returned by you, we will ship the return back to you if you wish to have the product reshipped. However, you will be responsible for the shipping cost a second time. Please Note: Unclaimed returns get donated to charity after 4 weeks.
What if my address was wrong?
If the shipment details were incorrect and you did not notify us within 24 hrs, then you are held responsible. Usually, the package is sent back to the return address. We would have to process a new order to replace the original, at your expense.
Please Note: You are responsible of entering the right information at checkout. In case of an error and/or cancelation you have to notify us within 24 hours, that is before the order is sent to production.
Once an order has been sent to production it is sent to the Print Provider and you can no longer edit any details or cancel it. If the shipment details were incorrect, or you ordered the wrong size/ color or quantity, and you did not notify us within 24 hrs, MonetMerch is not responsible and will not offer replacements or refunds.
Please check out our Refund Policy