Frequently Asked Questions
For quick help please check the links below. If you cannot find an answer to your question, please email email@example.com or alternatively contact us on +61 (3) 9654 6660.
Do you really stock over 3000+ products?
Merch Group prides itself in stocking the largest range of Official Branded and Custom printed products in Australia. We constantly ensure we maintain minimum stock levels of 3000+ products.
What if a product I want is out of stock?
If a product is out of stock, you can email us with your request and our team will do our best to source the item for you.
What if I can no longer find a product?
If a product is no longer visible on the web store chances are it’s been sold out and is no longer available to order. However feel free to email us at firstname.lastname@example.org to confirm this.
Can I pick up my order from your Melbourne Head Office?
Orders cannot be picked up, however for your convenience, orders will be shipped via courier from $4.99* for Melbourne customers.
How do I know what size to buy?
We do our best to provide size charts for our products however if you would like to know the specific measurements of a product, you can either use the more information button in the product details page or email us at email@example.com
How long do you take to dispatch my order?
In most cases, orders are sent out within 48 hours by your selected shipping method. Print on demand products may take up to 5 days.
How much does it cost and how long does it take?
Free Shipping is available for all orders processed over $99 and is restricted to Australia only.
*Weight limit applies of 3kg/items marked* are excluded
|Registered Mail||$8.99||Up to 7 Business Days||Tracking number and insured up to $100|
|Express Post Platinum||$14.99||Next Day Delivery||Tracking number, Signature required|
*These timeframes are guidelines only, and based on reasonable expectation and experience. We are not liable for any loss or damage (including but not limited to consequential loss) resulting from a failure to deliver in accordance with these timetables. For further info visit http://auspost.com.au/parcels-mail/which-service.html
*If a product is excluded from standard postage charges, it will state it in the product description. These products will be quoted based on destination.
Can I track my order?
Once your item is dispatched you will be sent an email with your invoice and tracking number.
Why do I need to put my phone number?
All online orders must include at least one contact number in case we need to contact you in regards to your order.
Which payment methods do you accept?
Credit Card – Visa or Mastercard
Are there any fees for paying by credit card?
No, we do not charge any extra for you to pay by credit card.
Is it safe to pay by credit card?
Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, we make use of best-in-class security tools and practices to maintain a high level of security at Stripe.
How do I get my tax invoices?
Tax invoices are emailed directly to you upon dispatch of your order.
Who will see my personal details?
Any personal information supplied to Merch Group is held as strictly confidential. No customer details will ever be shared with, shown or sold to any third parties.
How do I use my gift voucher online?
If you would like to use a voucher towards an online purchase of a greater value, please select phone order in the checkout and contact us by telephone on +61 (0) 3 9654 6660 or email us at firstname.lastname@example.org with the voucher code and the order number of the purchase you wish to apply it to.
How do I become a member?
You can join up by clicking on the link My Account link in the top header of the site. Or click here directly
What are the benefits?
Members receive the latest news and exclusive product offers as well as $50 store credit each time you reach 500 points.
$1 = 1 point
What does it cost to join?
Membership is FREE to join.
Do my points expire?
Loyalty points do not expire, so whether you shop with us once a week or once a year it’s still worth joining. (to check your points balance – please login to your account or email us at email@example.com
How long do I have to return a product?
Merch Group carefully select all of our products! That’s why we offer a 7-day Money Back Guarantee. If for any reason a Merch Group customer is not satisfied with their purchase, they can contact us within 7 days of receiving their order, and organise to return the product and receive a refund of the purchase price excluding the associated Delivery Costs. Goods can be returned for money back, exchange or store credit, if unused, complete and in the original packaging. *Personalised products or custom printed products are not eligible for refund unless manufacturers fault.
Who pays for the return freight?
Items must be returned at your own cost. If you would like a product exchanged a return paid postage pack must be included, if not normal postage charges apply.
We are currently working on an automated international postage price calculator however in the meantime you will need to email us at firstname.lastname@example.org with your location and product order to receive a postage charge based on your location.