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Order Information

ORDER FAQ....

Please review the below information. By placing your order you acknowledge that you understand the information and agree to the terms outlined below.

RockPaperMerch.com is an independent subsidiary of Merch In Motion Inc. We act as a fulfillment agent for the clients we represent. We are provided with products directly from our Clients 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. 

CURRENCIES ...
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.

We accept that the total amount of your order we receive may fluctuate, and 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 ...

SHIPPING METHODS - 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.

FULFILLMENT TIMES - All items ship from our RockPaperMerch Canadian warehouse in Toronto ON within 5 working days (not counting weekends and holidays) of placing your order. Once your order is shipped you will receive a Shipping Confirmation email with the tracking number. If you have not received a shipping confirmation after 10 days of ordering (and your item is not a pre-sale) please drop us a line.

SHIPPING TIMES - Domestic and International Small Packet shipments do not have tracking numbers and travel through domestic and international postal systems so delivery times will be significantly longer than Express options. Overseas orders will experience significant delays as your package travels by boat (as opposed to air) and has to clear individual country customs and covid protocols. For orders within Canada allow 2 to 3 weeks, for US destinations allow up to 4 weeks (note some packages have taken up to 6 weeks), for overseas destinations allow up to 10 weeks (note some packages have taken up to 14 weeks). 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.

PRE-SALE CAMPAIGNSPre-sale items are not yet physically available to ship. By purchasing a pre-sale item you are guaranteeing your item is reserved when we receive it from the Artist or Record Label. Note that pre-sale items that are signed will take longer to ship as band members may not be in the same city. Please refer to the item description as we will provide updates as to the approximate time that the item will ship. If a pre-sale item is ordered with a non pre-sale item the entire order will not ship until all products are available.

SHIPPING DELAYS - All couriers are experiencing extended shipping times and international shipments have been especially affected. We have no control over your package once it ships. You have the exact same information that we have. It is normal to experience delayed tracking updates as items travel through customs and transfer to depots. Please allow extra time for tracking to be updated.

DELIVERY ISSUES - If your package shows delivered and you have not received it please contact the carrier first as they will have the most accurate information. On our end we reserve the right to request time to contact the carrier for additional information to resolve an issue before reshipping any item. We reserve the right to request additional payment for upgrading to signature delivery on reshipped items deemed lost.

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.

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 end of tour 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 description. All signatures are hand signed. Please note that items are usually signed when the artist is on tour so it's difficult to keep consistent 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. By ordering a signed item you accept that the signatures may not be perfect.

RETURNS/EXCHANGES/ERRORS ...

For all inquiries please e-mail us at info@rockpapermerch.com and include your Order Number in the Subject Line, a photo of your packing slip, a photo of the product and an explanation of the issue.

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. Do not ship items sent in error back to our warehouse without using the return label we provide as we do not issue credits for external shipping charges. We reserve the right to choose the shipping method for replacement items and by placing an order you accept the shipping times stated above should a replacement item need to be sent.

When shipping an item back to us include a printout of the email confirming the return/exchange send to : RockPaperMerch, 166 Byron Ave, Dorchester ON N0L 1G3. ATTN : Returns 519.854.8507.

REFUNDS ...

For all inquiries please e-mail us at info@rockpapermerch.com and include your Order Number in the Subject Line, a photo of your packing slip, a photo of the product and an explanation of the issue.

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 your notification to replace the product before we issue you a refund.

We DO NOT ship replacement items or issue full refunds for damage due to extreme weather conditions, minor cosmetic damage such as corner dings, bends, split inserts, imperfect signatures, and so on. We may issue a partial credit at our discretion. 

Please note that we do our best to resolve all issues but if you choose to initiate a chargeback with your bank within your 120 day limit this puts a hold on all funds for 30 to 60 days until your bank reviews the case. During this time your order is locked so we cannot ship any item and are unable to process refunds.

INQUIRIES ...

For all inquiries please e-mail us at info@rockpapermerch.com and include your Order Number in the Subject Line, a photo of your packing slip, a photo of the product and an explanation of the issue.

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 in 24 hours you may text Merch In Motion directly at 519.854.8507 and we will contact RockPaperMerch directly .

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