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Orders

Shipping

Payment

Products

Printing Methods

Product Care


Orders

When are my orders processed?
Orders are processed once payment is received.

What is lead time?
Lead time is the amount of time required to complete your order, from print to delivery.

How long does it take for my order to arrive?
On average we take between 8~12 business days for apparels and 8~16 business days for carry accessories. Express orders are available but subject to approval, chat with us. Express orders also incur a 10% service charge or $50 whichever is higher.

Can I order a sample before placing a full production run?
Yes! Drop us an e-mail with the subject titled “Sample request” and we’ll get you sorted.

Can I order different colour shirts or different style shirts with my order?
Yes. For screen printed orders, you have to meet the minimum order quantity for your particular design before changing garment styles. For example, if you’re printing a standard screen size, the minimum is 20 pieces, hence if you wish to have the same design in black and white shirts, you will need to order 20 black and white tees.

Can I cancel my order?
Yes you can, please notify us within 24 hours, however no refund would be reimbursed.

How do I re-order an order i had before?
Log in to your account and navigate to the ‘Orders’ page under the drop-down menu. You will be able to view your order history and re-submit an order from any of your previous orders.

Can I rush orders?
Yes you can. Rush fees will be incurred, along with express shipping. Chat us here or fill up our contact form. We’ll get back as soon as possible.

How do i check on my order status?
Log in to your account and navigate to the ‘Orders’ page under the drop-down menu. You would be able to see a status overview of your orders.

What is Minimum Order Quantity(MOQ)?
Minimum Order Quantity refers to the minimum number of pieces required to start the manufacturing process of the product.

I entered the wrong address, how do I change it?
Send us an e-mail at hello@merchfoundry.com as soon as possible with the subject line “Wrong Address” and include your order number and details in the e-mail. However, once the package has been shipped out, we are unable to make any changes.

Can I place an order over the phone?
Yes you can!

How is the price calculated?
Prices per piece are calculated based off the base product you choose(shirt/pillow) and the design you upload.

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Shipping

How is my order packed?
All our products, unless otherwise stated are bulk packed.

Where is my order shipped from?
Products will be fulfilled from multiple points across our supply chain. Our system will help you calculate the most efficient way to produce and fulfil a particular product. After adding the products to your cart, head to the checkout page and fulfilment locations will be listed for each respective product.

How can I check status of my order?
Log in to your account and navigate to the ‘Orders’ page under the drop-down menu. You would be able to see a status overview of your orders.

What shipping methods are available?
Our preferred shipping method at the moment is via EMS, these packages offer the most value for money and reliability. They will be managed by your local postal services once they are in the respective countries.

How long is fulfillment time?
On average we take between 8~12 business days for apparels and 8~16 business days for carry accessories. Express orders are available but subject to approval, chat with us. Express orders also incur a 10% service charge or $50 whichever is higher.

What is the average transit time?
For products made and shipped within a country, shipping time should not exceed 3 business days. Products that are shipped internationally will take on average 4~9 business days via EMS.

What are your shipping rates?
Shipping rates are calculated at checkout based on your order total. We do not at this moment have a fixed rate chart as products are fulfilled from multiple destination.

How are taxes handled?
All import taxes are handled at destination and you are liable for them. To calculate import taxes, check with your local customs. To estimate your taxes = (Total order value + shipping) * Tax amount.

I entered the wrong shipping address, how do I change it?
Send us an e-mail at hello@merchfoundry.com as soon as possible with the subject line “Wrong Shipping Address” and include your order number and details in the e-mail. However, once the package has been shipped out, we are unable to make any changes.

My order status shows returned to sender, what now?
Drop us a mail and we will have to keep a lookout for your order. You are fully liable for re-shipping fees.

What if my order is damaged in the mail?
Products are shipped with sufficient protection, if a package is damaged, take photo evidence, a formal claim will be taken up with postal services. All cases are assessed on a case to case basis and we have the ultimate discretion whether or not to replace a product.

If I place 2 orders on the same day, will they be shipped together?
Unfortunately no, we process each order as individual fulfillments.  

I just placed an order, when will it arrive?
For products made and shipped within a country, shipping time should not exceed 3 business days. Products that are shipped internationally will take on average 4~9 business days via EMS.

Is tracking available?
Tracking availability is 100% accurate at fulfilment destination. Once the packages leave fulfilment destination, tracking is dependant on local postal services.

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Payment

What payment methods do you offer?
We accept payment by most credit cards. Bank transfers are only available for selected customers by region.

What currency will I be billed in?
You will be billed in USD for all international customers outside of Singapore and Taiwan.

Are they any other fees involved?
There are no hidden fees from Merch Foundry. However, we are not liable if your credit card charges you fees for cross border transactions or currency conversions.

Will I receive an invoice?
Yes you will. An invoice is automatically sent once payment has been processed.

Is GST included?
No.

How is the price calculated?
Prices per piece are calculated based off the base product you choose(shirt/pillow) and the design you upload.

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Products

Product Range
We provide a large variety of products ranging from apparels and medical scrubs to drawstring bags and pouches. We are also constantly adding new products to our catalog. Check out our Product Page for an up-to-date reflection of our catalog.

Lead Time Per Product
Each product has it’s own lead time because of it’s printing requirements. You can get an accurate gauge and estimated lead time by using our Design Editor and input your requirements (garment, number of pieces).

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Printing Methods

Screen Print
Screen printing is a printing technique whereby a mesh is used to transfer ink onto a substrate, except in areas made impermeable to the ink by a blocking stencil.

Direct-To-Garment
Direct to garment printing (DTG) is a process of printing on textiles using specialized ink jet technology. DTG printers hold the garment in a fixed position, and use specialty inks that are applied to the textile directly by the print head and are absorbed by the garment’s fibers; these features prevent the distortion seen with some other textile printing techniques.

Digital Print

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Product Care

Screen Print & Direct-To-Garment

How should I wash my printed garments?
Care instructions would be stated on the shirt labels. If not present, machine wash garments in warm water, max of 104°F/40°C. Never use bleach or iron over prints directly. For first wash, it is advisable to wash with like colours and not mix them with white coloured garments.

Cotton Tote Bags:
Washed with like colours, recommended to hand wash and non-chlorine bleach if necessary. As there is natural fiber content, expect this to shrink a little. Air dry, and cool iron inside out.

Non-woven Bags:
Hand wash and air dry.

Sublimated Products

How should I wash my printed pillows?
The pillowcase itself can be machine washed as per above. However, the insert should only be hand washed.

How should I wash my Shopping Totes / Drawstring Bags / Drawstring Pouches?
Washed with like colours. Hand wash and non-chlorine bleach if necessary. Air dry, and cool iron inside out if need to.

Digitally Printed Products

What to do if my laptop sleeve / zipper pouches are dirty?
You can use a moist cloth to wipe the sleeve when it’s dirty. A low-heat iron with a piece of cloth covering over the sleeve also helps if your sleeve gets wrinkled.

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