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.

We recommend not to use gift cards for pre-order items in case there is an issue and your order needs to be refunded. If you do use a gift card it is your responsibility to retain the card number and accept all responsibility for not doing so. 

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 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. By placing an order you accept that any purchases and refunds amounts in non-Canadian funds may vary slightly.

ORDER CONFIRMATIONS ...
Upon placing an order you will receive an Order Confirmation by email. You will need your order number to inquire about your order and process any returns. If you do not receive a confirmation check your spam folder. You can also check your credit card bill to confirm if an order was completed. 

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 multiple services for domestic and international shipping 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 please drop us a line for an update. If your order contains a Pre-Order item please review the Pre-Order terms in this FAQ. 

SHIPPING TIMES - 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. During Christmas holidays expect extended delivery times. Our standard cut off date to guarantee shipping before Christmas is Dec 17th.

Please note that 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. Overseas Surface orders may experience delays as your package travels through multiple carriers and possible issues with local postal systems.

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. We reserve the right to request time to contact the carrier for additional information to resolve an issue before reshipping any item. If an item is delivered and deemed stolen or lost we will request an additional payment for reshipping with by tracked signature delivery with insurance.

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 or Record Label. Note that signed pre-order items 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-order item is ordered with a normal item the entire order will not ship until all products are available.

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

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.

When shipping an item back to us include a printout of the email confirming the return/exchange.

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.

You may contact our customer service line to request a refund at anytime for any order that is not shipped. Our standard policy is to issue a refund upon request on any item that cannot ship within 45 days for any reason (excluding pre-order items). Pre-order items are eligible for refund requests if they have not shipped within 60 days of an order being placed.

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 will put 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. So please request a refund rather than initiating a chargeback with your bank. 

INQUIRIES ...

For all order inquiries please e-mail us at info@rockpapermerch.com and include the name of the Artist Webstore and 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 order inquiry is urgent and you have not received an e-mail response in 48 hours you may text the Merch In Motion customer service line directly at 519.854.8507. Please include the Artist Store and Order Number.