Welcome to ZZZ Merch! We are dedicated to delivering your collectibles safely and efficiently. Please review our policies below.
1. Processing & Delivery Time
Your total waiting time is calculated as follows:
Total Time = Stock Arrival Time + Processing Time + Shipping Time
- Stock Arrival Time:
- Official Pre-orders: Typically take approximately 180 days.
- Exclusive Sourcing: For specially sourced items, this takes 7 to 30 days.
- Processing & Preparation: Once all items in your order arrive at our warehouse, we begin the dispatch process.
- Address Verification: For long-term pre-orders, we will contact you via email to confirm your shipping address before dispatch to ensure your details haven’t changed during the wait.
- Protective Packaging: To ensure the safety of your collectibles, we may use or custom-build reinforced protective cartons for specific items before they are handed to the carrier.
- Shipping Time: Once dispatched, estimated delivery is 7 to 20 business days.
2. Mixed Merchandise Shipping
When your purchase includes both “In-Stock” and “Pre-Order” merchandise:
- In-Stock Value Over $30: We typically ship the In-Stock portion first (Partial Shipping) to get your items to you as soon as possible.
- In-Stock Value Under $30: We will wait for your Pre-Order items to arrive and ship everything together in one package.
- Combined Shipping Exception: Regardless of value, we will wait to ship all items together if the Pre-Order items are expected to arrive within 7 days.
- Special Requests: If you have specific requirements for partial shipment (e.g., you want to pay extra for immediate shipping of low-value items), please let us know via Order Note during checkout or by emailing us.
3. Duties & Taxes (All-Inclusive Pricing)
- No Hidden Fees: Our prices include all taxes, duties, and shipping fees. We prepay all customs duties during the shipping process.
- Unexpected Charges: In the rare event that you are asked to pay additional customs fees upon delivery, please contact us with proof of payment. We will provide a partial refund to cover these costs.
- Exception: Please note that Brazil is excluded from this customs coverage policy due to local regulatory complexities.
4. Address Changes & Accuracy
- Before Shipment: Contact us immediately for a free address update. If we ship to the old address despite your timely request, we will take full responsibility and reship for free.
- After Shipment: Redirection is not guaranteed once in transit. If it fails, you may need to arrange local pickup. We will provide all necessary “last-mile” tracking data to assist you.
- Address Validation: If the provided address pins to a different location on Google Maps than intended, it is classified as an “Incorrect Address.” We offer reshipment if the customer covers 40% of the original order value.
5. Lost, Damaged & Reshipment
- Lost Packages: If confirmed lost by the carrier, we will arrange a replacement.
- Damaged Items vs. Packaging: * We do not offer compensation for damage to the outer shipping box or the internal product packaging/retail box.
- If the product itself is damaged, we will arrange a replacement at no extra cost.
- Force Majeure: If a package is lost due to factors beyond our control (natural disasters, policy changes, postal system strike), the customer covers 30% of the reshipping fee, and we cover the rest.
- Delivery Failures: If a package is returned due to customer error (incomplete address/refusal), the customer is responsible for the full reshipping costs.
6. Tracking Your Order
- Order Confirmation: Please check your spam folder and mark our emails as “Not Spam” to ensure you receive your tracking number later.
- Shipment Notification: Once shipped, you will receive an email with a tracking link. Please allow up to 3 business days for the tracking information to update once the link is generated.
7. Returns & Refunds
Due to the high cost of international logistics and the fact that collectibles significantly lose their value once unboxed, we have the following refund policy:
- Post-Delivery: We do not accept returns or exchanges once the package has been delivered or unboxed.
- Pre-Shipment: You may contact us at any time before the order is dispatched for a full refund.
- Partial Refunds: For orders where some items have already shipped:
- You may request a refund for the remaining unshipped portion.
- A $6.70 USD shipping/processing fee will be deducted from the refund amount for the unshipped items.
- Tax Compensation: As stated in Section 2, if you incur unexpected customs fees, we will issue a partial refund to cover those costs (excluding Brazil).
Customer Service
Questions? We are here to help! Email: support@zzzmerch.com