Hey there, music fan! Welcome to the Hello Merch Shop help center. We know you’re eager to rep your favorite artists, from A Dead Forest Index to Andy Allo and everyone in between. We’re here to make sure your experience is as smooth as a perfect vinyl groove. Below you’ll find all the details on how we get your gear to you and what to do if something isn’t quite right.

Getting Your Gear: Shipping Info

We hustle to get your order out the door and on its way to you, so you can rock that new tee or spin that new record ASAP.

Order Processing: Please allow 1-2 business days for us to carefully pick, pack, and prepare your order for shipment.

Shipping Methods & Times: We ship globally (excluding Asia and a few remote regions). Once your order leaves our warehouse in Tampa, FL, here’s what to expect:

  • Standard Shipping: Shipped via DHL or FedEx. Delivery typically occurs within 10-15 business days after shipment. Flat rate fee of $12.95.
  • Free Shipping: Available on orders over $50, shipped via EMS. Delivery typically occurs within 15-25 business days after shipment.

Please note: These are estimated transit times and can occasionally be affected by factors outside our control, like customs processing.

If It’s Not Quite Right: Returns & Exchanges

We get it—sometimes that limited-edition vinyl or vintage tour tee doesn’t fit the vibe. Your satisfaction means everything to us, just like it does to the independent artists we support. That’s why we offer returns and exchanges within 15 days of you receiving your item.

Heads Up! To protect the artists and the special nature of their work, some items are final sale and cannot be returned or exchanged unless they arrive damaged or defective. This includes:
  • All vinyl records
  • Digital downloads
  • Any item marked “Final Sale” or “Limited Edition”

To be eligible for a return or exchange, your item must be:

  • Unused and in its original condition.
  • In the original packaging.
  • Accompanied by the original receipt or proof of purchase.

The Return/Exchange Process: A Simple 4-Step Guide

  1. Email Us: Within 15 days of receiving your order, contact our friendly, music-obsessed team at [email protected]. Include your order number and details about what you’d like to return or exchange.
  2. Get Instructions: We’ll respond within 2 business days with a return authorization and instructions.
  3. Ship It Back: Carefully package your item and ship it to our fulfillment center at:

    Hello Merch Shop Returns
    221 Tetrick Road
    Tampa, US 33624
    Please include your name, order number, and reason for return inside the package. We recommend using a trackable shipping service with insurance, as we can’t guarantee we’ll receive your returned item.
  4. Get Sorted: Once we receive and inspect your return, we’ll email you to notify you of the approval or status of your refund or exchange.

Refunds & Getting Your Money Back

Once your return is approved, we will process your refund to the original method of payment. Please allow:

  • 7-10 business days for us to process the refund.
  • After processing, it may take 5-10 business days for the refund to appear in your account, depending on your card issuer’s policies.

Important: Original shipping costs are non-refundable. For exchanges, we’ll cover the shipping costs to send your new item to you.

Return Shipping Costs: The customer is responsible for return shipping costs unless the item arrived damaged, was defective, or we made an error in your order.

Damaged or Defective Items

If your item arrived damaged or defective, please contact us immediately at [email protected]. Send us photos of the damaged product and its packaging, and we’ll ship a replacement out to you ASAP at no additional cost.

Need to Email Us? Use This Template!

To make things super easy, feel free to copy and paste this template when you reach out:

Questions? We’re here to help! Contact our support team at [email protected] with any questions.

Keep rocking,
The Hello Merch Shop Team