Shipping Policy and FAQ

Once you placed an order, it will take 3 to 5 days for us to process it and ship and 6 to 9 days to deliver it to you. The shipping time is depend on your shipping choice, country and product you ordered.

 

What’s the estimated delivery time, and how is it calculated?

Our estimated delivery time (EDT) is our delivery time prediction. We follow a simple equation to calculate EDT:

estimated fulfillment + estimated shipping = estimated delivery time

Our average order fulfillment takes 2–5 business days for all production techniques.

We consider the current order volume and our fulfillment capacity when calculating our estimated fulfillment time. Similarly, we calculate estimated shipping time according to our historical shipping data for deliveries to your area or selling region.

But the estimated delivery time is just an estimate, not a guarantee. Here are some of the reasons why an order might arrive past its EDT:

  • Issues with print or embroidery files
  • Products being out of stock
  • Shipping related delays like failed delivery attempts, service disruptions, or harsh weather conditions

Nonetheless, we work hard to meet our delivery estimates with each order. 

If you’re ever in a situation where the EDT has passed, please wait a bit longer. Then, once 5 days have passed, get in touch with us via email or chat, and we’ll take a look.

 

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 1 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 with your customer that the shipping address was correct. It would also be good to double check that your customer got in touch with their local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.

What if customer entered the wrong address?

If  customer entered the wrong address at checkout, you can still change it while we fulfill your order. As once your order is out for delivery, we can’t guarantee the possibility of changing any information.

In some cases, the local post can still make the delivery depending on the recipient address error. If they can’t deliver your shipment, they’ll send it back to our facility. Then you’ll need to confirm the changed address for reshipping the package within 4 weeks.

What if the product got damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to  support@pridemerchstore.com. Keep in mind that the whole item should be visible in the image. We’ll take a look and get in touch with you about the next steps.

What should I do if it’s past the estimated delivery time and I still haven’t received my order?

If your order’s estimated delivery time has passed, here’s what you do:

  • Wait a bit more. Unfortunately, shipments can get delayed for reasons we can’t predict. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, not a guarantee.
  • Reach out to the carrier. You can contact the carrier service directly to get information about your shipment.
  • Get in touch with our customer support team. Let us know about your delayed shipment, and we’ll check the latest delivery updates. We may ask you to wait a few more days to receive the order. You can reach us via chat or send an email to support@pridemerchstore.com.

If you still haven’t received any news about your shipment after completing all the steps mentioned above, please reach us at support@pridemerchstore.com. Submit your claim no later than 1 weeks after the estimated delivery date for packages lost in transit. Then, we’ll take a look, and if the fault is ours, we’ll reship your order at no expense to you.

We may ask for your help before doing that, like confirming that the shipping address is correct. You should also double-check whether your customer contacted their local post office to locate the lost order.

Remember that we can’t reship an order if tracking information states it was delivered, but your customer says they haven’t received it. In this case, any replacements would have to be at your expense.

You can check our return policy for up-to-date details about reshipments.

For refund here