FAQ
About
What is MerchMary?
Discover MerchMary, the online merch store crafted for the LGBTQ+ community, now featuring exclusive designs inspired by shows and programming on OUTtv!
We’re all about celebrating queer visibility with unique clothing, accessories, and lifestyle products that bring LGBTQ+ culture to the forefront.
How can I contact you?
Feel free to reach out on our Contact page, or email us at hello@merchmary.com
What payment methods do you accept?
We accept: Visa, MasterCard, AMEX, Discover, Diners Club, ApplePay, GooglePay and ShopPay.
Shipping & Delivery
Where do you ship to?
We currently only ship to the United States and Canada.
Where do you ship from?
Physical items are shipped from California, USA.
Our print-on-demand apparel, hats, and home decor, etc. are manufactured by Printful® Inc. and ship from different facilities in the USA, Canada or Mexico, depending on your
location.
Customs, Duties, and Import Fees
While we strive to fulfill orders from a facility within the destination country,
items may ship from another country depending on availability, which may result in customs, duties, or import fees. Any such fees incurred on international
shipments are the responsibility of the recipient.
When will my items ship?
Most orders are processed and ship within 1–2 business days, while print-on-demand
items ship within 2–5 business days (excluding weekends and holidays). Delivery timeframes begin once your order is on its way. You will receive an email the day your order ships which will include tracking information.
Our business days are Monday to Friday, excluding statutory holidays and holiday closures.
Which carrier do you use?
For US domestic orders, we ship via USPS First Class, USPS Priority or Ground Advantage, depending on the speed chosen at checkout and the weight of the parcel.
For orders shipping to Canada, we ship via USPS Priority Mail International, Priority Mail Express International or First Class Package International, depending on the speed chosen at checkout and the weight of the parcel.
For print-on-demand items, the carrier will depend on the manufacturing facility and your shipping address. Carriers include USPS, UPS, FedEx, DHL, Canada Post, and other regional delivery services.
We guarantee that packages are put on board the shipping transit service. However, from this point we do not take responsibility for the delivery of the shipment to you. Residential deliveries that do not require signature may be left in a safe space, out of sight and out of weather at the driver's discretion. This could include the front door, side porch, back porch and garage area.
Where's my order?
All orders ship with tracking information. Please contact the relevant shipping service to inquire about status.
We are not responsible for packages that have been misdelivered, but if that is the case please contact us and we are happy to help however we can!
Returns & Refunds
Can I cancel my order?
Let us know right away! Print-on-demand orders cannot be cancelled once the order
is placed. All other orders are available for cancellation before shipping only, with no restocking fee.
Do you take returns?
If you have a problem with your order, please contact us at hello@merchmary.com within 14 days of receipt. The item(s) must be returned to us in full, saleable condition upon return to be eligible for a refund. We are not responsible for the cost of return shipping and we do not provide return shipping labels. You are responsible for return postage. Items sent back to us without first requesting a return will not be accepted.
Print-on-demand items and apparel are custom products that are printed for you as soon as you place your order. Therefore we cannot offer a refund for any reason other than damaged or defective items. Contact us at hello@merchmary.com within 14 days of
receipt of your order if either has occurred.
OUTtv.com gift cards and any on-sale items are not eligible for returns.
Please view our detailed Refund Policy for more information.
When will I receive my refund?
We will notify you once we've received and inspected your return and let you know if the refund has been approved. If approved, you'll be automatically refunded on your original payment method. Please allow 5-14 business days for your refund to appear in your account.