Returns & Exchanges
Frequently Asked Questions
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.
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.
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.
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.
If you believe you have been charged in error, please let us know via the CONTACT US page.
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
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
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 ordered an item from one of the MerchDen Online Stores and I live in the USA. Where is my shipment?in Shipping Information & Tracking
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
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.
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.
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.
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!