New single, "Recipe"out now!

Customer Service / Shipping Policies

Via Merch Business Hours: Monday-Friday / 10:00 to 6:00 (PST)

Warehouse Location:  2164 N Glassell St Orange, CA 92865

 

Please note that due to COVID-19, fulfillment times are longer. The estimate given at checkout is for transit after fulfillment and any delays. We are still fulfilling orders at this time though, and we appreciate your support.

Thank you so much for your patience! 

 

Shipping

Orders typically take 1- 3 business days to be processed and shipped for in stock merchandise, but is longer during sales and the holidays! Pre-ordered items will ship within a few days of receiving the pre-order items. We currently ship Monday - Friday, and only offer USPS for shipping. Receiving an email saying your item has shipped does not necessarily mean it will be shipped that day; it means your order was processed for shipment. Your order will be processed and sent to our fulfillment area to be fulfilled as quickly as possible.  Transit time estimates given at checkout are after the fulfillment time, and are subject to USPS delays. Shipping prices are determined by USPS which are based on the weight of your entire order, and it’s destination from our warehouse. 

Domestic Orders (within the US): Orders typically take 3-5 business days from shipment date to be delivered. Subject to USPS delays.

International Orders (outside the US): Orders typically take 6-21 business days from shipment date to be delivered. This mostly depends on customs in your country. Depending on the destination country, orders could take up to 6-8 weeks. Please be aware that we are not responsible for products confiscated by the legal authorities of your country or state; we advise you to check your local customs office regarding import laws in advance, before ordering, if you suspect that your country bans any products.

Orders shipping to destinations outside the United States might incur import fees and duties & taxes that are not reflected in our prices. If duties and taxes are imposed on your order, they are due at time of delivery. Please consult your local customs office for more details about your country's duties and taxes.

 

USPS Label Types:

First Class: Only available for packages 15oz and below. Transit times vary between 2-5 business days based on your location.

Priority Mail: Mandatory by USPS for packages over 16oz. Can be selected for smaller packages, and depending on your location, can possibly speed the transit time up a bit. Transit times vary between 1- 3 business days based on your location. Note: Selecting this label type is not a form of expedited shipping. 

First Class International: Only available for packages under 4lbs. Transit times typically vary between 6 - 21 business days based on your location and customs processing. Can be up to 8 weeks currently. 

Priority International: Mandatory by USPS for international packages over 4lbs. Transit times typically vary between 6- 10 business days based on your location and customs processing. Can be up to 8 weeks currently. 

 

 

Via Merch Customer Service

We currently offer Customer Service Monday –  Friday / 10am to 6pm

Please allow up to 24 hours for us to get back to you during the week. Emails sent late on Friday will be responded to on Monday.

When requesting to cancel an order, we are only able to do this if it has not gone into fulfillment yet.

When emailing our Customer Service team, please include:

  • Store Name (We run multiple stores, and this will help us process your request quicker!)
  • Your Name & Order Number (if available)
  • Message / Concern / Question
  • Contact Information

Customer Service Email: viamerch@gmail.com

 

Returns/Exchanges

 

Exchanges

We do accept exchanges! In order for an item to be eligible to be exchanged, it must be unworn and unwashed.

**We do not cover shipping for products that aren’t damaged or shipped incorrectly. **

To make an exchange:

  • Email us with the subject line including “Exchange” & your order number
  • Include the name the order was placed under
  • Reason for exchange
  • Item name & size you’re wanting to exchange it for

 

Returns

We do accept returns! In order for an item to be eligible for a return it must be unworn and unwashed, and returned within 30 days of delivery. We do not offer free returns.  **Shipping cost and taxes will not be refunded **

To make a return:

  • Email us with the subject line including “Return” & your order number
  • Include the name the order was placed under
  • Reason for return

 

Damaged Goods

If a product is delivered damaged, please do the following:

  • Email us with the subject line including “Damaged” & your order number
  • Include the name the order was placed under
  • A clear photo of the damage