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Order Information

ORDER FAQ....

Please review the below information. By placing your order you are acknowledge the terms and details outlined below.

RockPaperMerch.com is an independent subsidiary of Merch In Motion Inc. We act as a fulfillment agent for the clients we represent and do not own or produce any products that we sell. RockPaperMerch cannot answer personal questions, speak on behalf of, or forward inquiries directly to any Artist.

PAYMENT
We accept all major credit cards and gift cards as well as Google Pay, Apple Pay and Shopify Pay. Other payments options may be available through the Shopify payments system. We do not accept direct card payments, money orders by mail, and presently do not accept PayPal payments. If you have a DISCOUNT CODE be sure to enter it on the page where you add your shipping information BEFORE payment is made. 

CURRENCY
All items are priced in Canadian currency. Check the Currency Converter in the top right corner for the currency you are viewing. If you are not paying in Canadian funds then the amount you are viewing and the final amount that shows up on your credit card statement will reflect the currency rate your credit card company or bank is charging on the day of the transaction. Likewise, by placing an order you accept that any refunds in non-Canadian funds may vary slightly depending on your credit card company's currency rate on that given day. 

ORDER CONFIRMATIONS
Upon placing an order you will receive an Order Confirmation by email. Please review your Order Confirmation for any errors. You will need your order number to inquire about the status of your order and process any returns. If you do not receive a confirmation check your spam folder and check your credit card bill if you were charged. If you are having problems completing your order you may have a Temp File conflict. Clearing your cache and restarting your computer will fix this conflict. 

SHIPPING / DELIVERY TIMES
IF YOUR ITEM IS A PRE-ORDER PLEASE REVIEW THE NEXT SECTION.

You can choose your shipping method at checkout. We presently offer Canada Post and UPS services with bundle shipping rates so adding additional items will not increase your shipping price significantly. All items ship from our RockPaperMerch Canadian warehouse in Toronto ON within 5 working days (not counting weekends and holidays) of placing your order. 

Note that the shipping time you select is dated from the time your order is picked up by the courier not the time your order is placed.

Once your order is shipped you will receive a Shipping Confirmation email with the tracking number.

Small Packet Letter Mail and International Surface shipments do not have tracking numbers and delivery times will be significantly longer than Express options. For orders within Canada allow up to 2 weeks, for US destinations allow up to 3 weeks, for International destinations allow up to 10 weeks. 

TAXES
Your invoice total will show applicable taxes. Orders shipped to locations outside of Canada are tax exempt.

CUSTOMS & DUTY
You may be charged additional customs and duty fees by your destination country. The rates will vary dependent on the items, value and country of origin. These charges are the responsibility of the recipient. We have no control over these charges, rates or fees. Contact your local customs office before placing your order for more information and to obtain rates for your country.

PRE-ORDER CAMPAIGNS
Pre-order items are not yet physically available to ship. By purchasing a pre-order item you are guaranteeing your item is reserved when we receive it from the Artist. Please refer to the item description as to the approximate time that the item will ship. If a pre-order item is ordered with a non pre-order item the entire order will not ship until all products are available.

OUT OF STOCK ITEMS
We are supplied with product directly from the Artist so items may be temporarily out of stock in our warehouse until the artist restocks causing a delay in availability. Although we inspect items delivered to our warehouse, on occasion we may be unable to fulfill an order due to an item being damaged or mislabeled (this is usually associated with clearance items) in which case we will contact you about an alternative option or a refund. If you wish to inquire about an item that is out of stock please e-mail us at info@rockpapermerch.com.

SIGNED ITEMS
Items that are signed are noted in the title and description. All signatures are hand signed. Please note that items are usually signed when the artist is on tour so at times it's difficult to keep stock. While we screen items for damage and clean signatures products may experience slight imperfections due to additional handling and shipping. Signatures will be different, possibly made with different colored markers and appear in different locations than the image provided.

RETURNS
Returns/Exchanges are accepted within 7 days of receipt and the product is in its original condition. Shipping charges are non-refundable unless there is error on our part or your item is damaged. In the case of our error, or an error in the listing, we will replace your item with the original item ordered, one of similar value of your choice, or issue a partial or full refund. A return shipping label for the original item will be provided.

Please e-mail us at info@rockpapermerch.com and include your Order Number and photo of your packing slip, a photo of the product and an explanation of the issue. When shipping the item include a printout of the email approving the return/exchange and send to : RockPaperMerch, 166 Byron Ave, Dorchester ON N0L 1G3. ATTN : Returns 519.854.8507.

REFUNDS
Timelines - Our policy is to issue a refund upon request on any item that cannot ship within 45 days for any reason (excluding pre-sale items). Pre-sale items are eligible for refund requests if they have not shipped within 60 days. If there is an issue with a product being damaged or missing in our warehouse and therefore unable to ship we allow the Artist 15 days from notification to replace the product before we issue you a refund.

If there is an issue with your order please request it in writing directly with customer service and reference your order number and the issue in question. Please be aware that if you choose to initiate a chargeback with your bank within your 120 day limit this puts a hold on all funds for 60 to 90 days until your bank reviews the case. This process locks your order so we cannot ship any item and are unable to process refunds.

INQUIRIES.....

For any inquires regarding your order please email : info@rockpapermerch.com and include your order number (or artist name) in the subject line. Please allow up to 72 hours for a response (not including weekends). If your inquiry is urgent and you have not received an e-mail response you may call Merch In Motion directly at 519.854.8507 and we will notify RockPaperMerch of your inquiry.

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