Frequently Asked Questions

Does MerchDen pay any import/export taxes, duties, or customs fees?

in International Purchasing & Shipping

MerchDen is not responsible for any taxes, duties, or customs due from purchases in its stores that are shipped overseas. This is solely the responsibility of the importer or purchaser.

Does MerchDen accept Gift Cards?

in Payment & Payment Methods

Unfortunately, gift cards don't work very well online. This is due to the fact that the Billing Address associated with any gift card is NEVER the user's actual billing address - causing our bank to deny it as invalid. So, the answer in short is: gift cards are almost never accepted by our processing bank.

I just placed an order - how long until it ships?

in Shipping Information & Tracking

Our goal is to get all incoming orders out within 48 hours of receipt (not including weekends). That being said, every now and then there are slight delays in shipment due to volume, weather, or happenings outside of our control. If you're worried about your particular order - just let us know here.

I ordered digital content from a MerchDen Online Store - how do I get the download?

in Digital Purchases
Navigate to the user login at the site from which you made your purchase. These usually take the form of
http://INSERTARTISTNAME.com/user
where INSERTARTISTNAME is the name of the music artist you purchased the download from. Login with your user credentials. Once you have successfully logged in, you should see a few tabs at the top. Click on FILES. Here, you should see your list of downloadable products. Enjoy!

Does MerchDen ship internationally?

in International Purchasing & Shipping

Yes, MerchDen ships to almost every country on the map. To make sure we ship to your country or get a shipping quote for your package, simply look for your country in the SHIPPING ADDRESS and/or BILLING ADDRESS fields during checkout. If you don't see your country listed, please email us here.

I received my apparel item, but it's too small/too big. Can I exchange it for a different size?

in Returns & Exchanges
As long as we have stock in the size and design you wish to exchange for, sure! Please note that we can exchange an item for anything of equal or lesser value. Just click here to see our exchange policies.

My order did not go through, but there are charges on my credit/debit card. Why?

in Payment & Payment Methods
If your order was not completed, and you did not receive a completed order invoice from us - your card has not been charged. When you shop in one of our stores and progress to the checkout page, our system AUTHORIZES your card before a charge occurs. You are seeing the record of these authorizations, not an actual charge. You may see many such authorizations if you continually tried to complete an order with inaccurate information or insufficient funds. If you did not complete your order, the authorization(s) you see on your card will drop off within about 24 hours.

If you believe you have been charged in error, please let us know via the CONTACT US page.

I received my apparel item, and it was damaged in shipping! Can I get a replacement?

in Returns & Exchanges

Of course! Just let us know exactly what it was, how it was damaged, and your order # and we'll get a replacement out to you ASAP.

I got a charge on my credit/debit card from Bigger Picture Entertainment - who are they and what is this charge?

in Payment & Payment Methods
Bigger Picture Entertainment is the parent company to MerchDen and IdeaDen; MerchDen and IdeaDen provide website and online store services for many entertainment artists and brands. Your purchase is from one of these sites. If you would like to see our client roster to make sure your charge is legitimate, please click here.

If you believe you have been charged in error - please CONTACT US here.

I purchased an item from an artist at a live show, and the item is damaged/too small/too big. Can I exchange it with you?

in Returns & Exchanges
As long as we have stock in the size and design you wish to exchange for, sure! Please note that we can exchange an item for anything of equal or lesser value. Just click here to see our exchange policies.

Can I make digital download purchases outside of the USA?

in International Purchasing & Shipping

Currently, only customers in North America may make purchases in our online stores. While we are working to expand our international capabilities and hope to give all of our international customers the ability to make purchases VERY soon, we cannot accept overseas orders in many of our online stores at this time.

I got an e-mail about a shipment sent to me from MerchDen. Who are you?

in Shipping Information & Tracking
MerchDen provides online store services for many entertainment artists and brands. The email you received contains the tracking information and shipping confirmation for the order you placed on one of these online stores. If you would like to see our client roster, please click here.

I ordered an item from one of the MerchDen Online Stores and I live in the USA. Where is my shipment?

in Shipping Information & Tracking
When MerchDen sends a package, an e-mail is generated by our shipping software that is sent to you with your shipping confirmation and tracking information. You can use the link in this e-mail to track your package. If you have misplaced the tracking information, you can e-mail us via the CONTACT US page and we can look your package up for you.

I ordered an item from one of the MerchDen Online Stores and I live outside the USA. Where is my shipment?

in Shipping Information & Tracking
When MerchDen sends a package, an e-mail is generated by our shipping software that is sent to you with your shipping confirmation and tracking information. You can use the link in this e-mail to track your package. If you have misplaced the tracking information, you can e-mail us via the CONTACT US page and we can look your package up for you.

Also, please note that international shipments must pass through customs enforcement of the receiving nation, and then must be accepted and delivered by the receiving nation’s postal system. This can cause long delays. While long delays are definitely not the norm, please understand that MerchDen cannot affect a foreign country’s postal system or customs services, nor can we “speed the process up.” Also, please note that some countries do not continue to add tracking information to package delivery service without additional fees.

I have Meet & Greet Passes for an artist. Can you tell me where I need to go for the Meet & Greet or what time it will take place?

in Tickets & Meet and Greets

While MerchDen may supply fans with Meet & Greet laminates or passes, we neither control nor administrate artist Meet & Greets at live events. All administration of Meet & Greets is done by each individual artist, their management, and their tour management. Therefore, MerchDen has no knowledge of Meet & Greet times, locations, or whether or not you are on the guest list.

I purchased tickets to an artist’s live show that you run the website for; can you tell me where I can pick the tickets up?

in Tickets & Meet and Greets

MerchDen does not sell tickets and does not have contact with any venues or promoters. Please contact the venue and/or promoter for the show for which you purchased tickets.

I’m trying to download digital content to my iPhone/Droid and it won’t play! What’s wrong?

in Digital Purchases

All digital downloads come in a ZIP archive format - this means that all of the items you ordered were packaged into one file, which makes downloading everything much easier. The vast majority of iPhone and Droid users don’t have the ability to open an archive file, and therefore cannot access the music or video inside the archive. Almost all desktop and laptop users have free archival software on their computers, and can easily open the ZIP file - and therefore access the media inside. We recommend that iPhone and Droid users unZIP the files on their personal computers first, then put the files onto their mobile devices from there.

How do I play my digitally downloaded content?

in Digital Purchases

All digital downloads come in a ZIP archive format - this means that all of the items you ordered were packaged into one file, which makes downloading everything much easier. Almost all desktop and laptop users have free archival software on their computers, and can easily open the ZIP file - and therefore access the media inside. A user simply need to open the ZIP file, and then drag all of the .mp3 files onto their Desktop or preferred music folder. From there, simply play using any of the numerous digital media players.

There are numerous digital content players available for free on the Web. iTunes, Windows Media Player, QuickTime, and RealPlayer all hold large amounts of market share in this category.

What payment forms can I use in MerchDen Online Stores?

in Payment & Payment Methods

Currently we accept Visa and Mastercard credit and debit cards. We will be adding American Express and Discover credit cards very soon, as well as Paypal payments. Stay tuned!

© 2013 All Rights Reserved by Merch Den: A wholly owned subsidiary of Idea Den, LLC