Frequently Asked Questions

By choosing Full Service Proofing during checkout, you agree to approve your proof within 24 hours of receipt to avoid order delays. If you do not provide feedback within 48 hours of receiving your proof, your logo will be auto-approved and sent into production. Choosing this option will opt you into receiving email and sms notifications regarding your order. For this, we may use the contact information you provide at checkout or the information listed on your account.

• Confirmation Email: Immediately after placing your order, you will receive an automated email confirmation with your order number.

• Logo Setup: Upon receiving the order with your logo file, Merchology digitizers will set up your art to be optimized for the decoration method selected. Since we will not be sending you official proof for approval, we are able to quickly send your artwork file to our production team to start customizing your order. Choosing to waive your proof allows for faster order processing. When you waive your proof, the lead times listed on the product page will start at the time of order placement.
  
  *Merchology reserves the right to modify logo artwork as required to achieve the highest quality customization. Example modifications include thickened lines, larger text, etc. “Waive Proof” orders are not eligible for refund or return based on satisfaction with the finished design.*

• Production: Our skilled team of operators set up the appropriate machines that will add your company logo to the items purchased. These operators ensure accurate logo placement, the correct colors are used, and that the finished product is ready to go.

• Order Ships: After production is complete, your order will go through in-house quality control and will then be packaged to ship out. Your boxes will be delivered to you via the shipping method selected at checkout.

• You will receive an email with your tracking number when it leaves our warehouse
• Ground Shipping typically takes 3 to 5 days for delivery
• Expedited shipping is also available and can be selected at checkout

• Immediate Confirmation Email: Immediately after placing your order, you will receive an automated email confirmation with your order number.

• Digital Proof Emailed to You: Within 2 to 3 business days, you will receive a proof via email of your digitized logo design.

• Proof Approved by You: You must approve your logo proof within 48 hours to keep your order on schedule! Edits to the logo, or delays to the approval, will cause delays to your order ship date. Your order will be decorated as it appears on your proof.

• Proofs Not Approved in Time: If you do not approve or submit edits to your proof within 48 hours, it will be automatically approved. This will send your order into production as it appears on your proof.

• Production: Once the logo is approved, the order goes into production!

• Order Ships: After production is complete, your order will go through quality control and be packaged up to ship out to you via the shipping method chosen at checkout.

• You will receive an email with your tracking number when it leaves our warehouse
• Ground Shipping typically takes 3 to 5 days for delivery
• Expedited shipping is also available to be selected at checkout
• Because the digitizing and decoration charge of one logo (up to 10,000 stitches for embroidery and up to 2 colors for screen printing) are FREE on all orders, your price will always be the same as what was shown in the order confirmation you received post order placement. Additions like multiple logos, excess colors or stitches beyond what we include, and upgrades in shipping method could be cause for extra costs after the point of order placement if requested. In those cases, you will be notified about those charges from our Customer Service team and will have to purchase them separately in a new order link before we proceed – we will never charge your credit card without your permission!

• Immediate Confirmation Email: Immediately after placing your order, you will receive an automated email confirmation with your order number.

• Production: Since we have your previous artwork on file and do not need to re-proof your order, it can go directly to our production facility for customization. Here, our skilled team of operators sets up the appropriate machine that will add your company logo to the items purchased. They ensure placement, colors used, and the finished product match the previously approved proof you selected at checkout.

• Order Ships: After production is complete, your order will go through quality control and be packaged up to ship out to you via the shipping method chosen at checkout.

• You will receive an email with your tracking number when it leaves our warehouse
• Ground Shipping typically takes 3 to 5 days for delivery
• Expedited shipping is also available to be selected at checkout

Merchology will contact you if there are any questions pertaining to the details of the order. If Merchology is unable to contact and receive a response from a customer within 14 days, Merchology reserves the right to ship the order to the customer without approval.

If you receive your order and you’re satisfied, please let us know! We love to hear about your experience with Merchology. If there is something wrong with the order, please reach out to our order processing team at orders@merchology.com. We must be contacted about any issues within 30 days of receipt.

For the majority of products including apparel, bags, hats, and more; the cost you see on each product page and at checkout include the cost of the item, one logo artwork setup, and customization on one location per item. 

Merchology has recently updated its pricing structure for a few of our hard goods brands, which include products such as drinkware, electronics, stationery, and more. We now offer an a la carte pricing model, which provides a breakdown of the included fees and additional costs, giving you more transparency as to what you are paying for.

Ground shipping is included if your order exceeds $5,000.00.

We offer discounts with bulk orders on a per product basis. The more you buy, the more you save! See the bulk pricing breakdown for each product on the product page.

Add-ons such as multiple logo setups, imprint locations, and personalization can be added (if applicable for the product) through the “Optional Extras” dropdown before adding items to your shopping cart.

We offer two options for proofing that you will be prompted to choose from at checkout - “Waive Proof” and “Full Service”.

With the “Waive Proof” option, you will not receive an official proof for approval, however, your order can ship up to 2 days sooner than the listed lead times for fast delivery.

The “Full Service” allows you to review an official proof prior to production on the order and changes can be made if requested. Standard lead times will apply for orders receiving a proof. Proofs that are not approved within 48 hours of being sent will be auto-approved and proceed on to production.
    --Any edits to the proof will require additional days to be added to the initial order lead time. This is due to reproofing to accommodate edit requests.

NOTE: Proofs must be approved within 24 hours to meet the “Ships By” date shown on the website at the time of purchase. Proofs that are not yet approved after 48 hours of receipt will be auto-approved for production as shown.

If a customer is unable to be reached after an order is placed, Merchology reserves the right to fulfill the order based on the initial order information supplied at the time of checkout without formally approved customer proof.

If you have selected our “Full Service” option at checkout, you will receive an email notifying you that your proof is available to review approximately 2-3 days after placing the order. From there, if any edits are required to the design, you can request the edits directly using that same link.

NOTE: Edits to the proof will require additional days to be added to the initial order lead time. This is due to reproofing to accommodate edit requests.

If you have selected the “Waive Proof” option at checkout, you will not receive a proof prior to the logo decoration and shipment of your order. Therefore, you would not be able to make any edits to the design. This allows for quick order processing and can save up to 2 days time in receiving your order.

Merchology reserves the right to modify logo artwork as required to achieve the highest quality of decoration. “Waive Proof” orders are not eligible for refund or return based on satisfaction with the finished design.

At Merchology, we use logo mockups to give our customers a quick and general idea of how the logo-branded apparel and products they want will look when decorated. Mockups are digitally transposed images of the provided logo onto the products to display how the finished item would look in real life.

Although we strive to make these digital representations as correct as possible, they will not be 100% accurate due to the decoration method or the product chosen. The size and specific placement of the logos on the final product may not be exactly the same as were shown on the digital picture due to the cut and fit of the items. Additionally, due to the settings on your device's monitor and the digital printing technology, colors may appear slightly different on the actual product than the mockups.

To confirm that your logo-branded products look exactly the way that you want, be sure to avoid the "Waive Proof" option and instead opt for the "Full Service" option. With the "Full Service" option, our team will send you a digital proof for confirmation before production!

All of the product pages on our site have a quantity table shown in the "Pricing" tab on the left side of the page under the product images. If your order does not hit the quantity minimum for the products in your cart, a set up fee of $79.99 will be added to your order total on the cart page. This fee is to cover the costs of running an order of this smaller size.

But have no fear: there are several ways to get rid of it!

• Companion styles and related products can be used to get to the minimum. e.g. If a minimum for a product is 12 pieces, 6 Men's + 6 Women's will get you there; same with 6 Blue + 6 Black.
• Get to the minimum for any wearable or bag and the fee is removed.
• Or, save up your quantities and buy everything at once or alternatively, purchase a few more than you might need!

Orders containing products designated as a “48 Hour” product or listed in our 48 Hour Shipping Collections cannot be canceled once placed.

All other orders can be canceled within 48 hours after placement for no additional charge. Full or partial orders canceled after this 48-hour window will incur a 20% restocking fee based on the order value. After your proof has been approved, or auto-approved by missing this 48-hour window, the order will enter production and therefore cannot be canceled.

If you need to cancel an order after your order placement, please contact our order processing team at orders@merchology.com with your request.

Once an order has been placed, we regret to inform you that changes or modifications are not permitted. This policy helps us ensure timely processing and delivery of all orders. Please confirm your order details before finalizing your purchase.

Customers in certain states may be required to remit use taxes. If your organization is exempt, please supply a Merchology team member with your resale certificate prior to placing your order at sales@merchology.com.

• Customers are eligible for 1 MerchPerk gift per order.
• MerchPerks gifts must be redeemed at the time of purchase.
• If customers choose not to redeem their free MerchPerk gift at the time of order placement; that MerchPerk gift is forfeited.
• Customers cannot group orders together to redeem a higher-value MerchPerk gift at a later date.

48-Hour orders may be delayed if artwork revisions or clarification is necessary for the order to be processed. Orders may be removed from express processing if any details surrounding decoration need to be clarified or edited.

Artwork revisions include:

• Logo needs to be simplified
• Text needs to be removed
• Text needs to be increased

Most logos that are embroidered fall under our 10,000 stitch count limit. If a logo surpasses that amount, it’s typically because the design of the logo is very detailed, contains a high quantity of colors, large in size, or heavy in background filling. If you’re worried your design may need to be larger than 10,000 stitches, our team can take a look and quote you on the potential overage or provide suggestions to avoid overage. Email us at sales@merchology.com with your logo artwork.

Additional logo setups cost $49.00 each. If you plan to have multiple logos applied to each item or garment, additional costs apply on a per piece basis that are typically $4.00 per piece. This add-on can be included in your cart when selected from our “Optional Extras” section on the product page. Our merch experts can also provide an all-inclusive quote if you connect with us via email, phone, or our Live Chat feature.

If you have them, we prefer high-resolution JPEG, PDF, EPS, PNG or AI images. However, we will take whatever you've got--we've seen pretty much everything! (NOTE: You only need to upload your image file once per order--i.e. it doesn't need to be uploaded with each style and/or color you are purchasing.)

Yes. We keep your artwork on file to make reordering and using your logo on future products as easy as possible. Previously approved proofs can be selected for use on new orders when “Logo on File” is selected before adding items to your shopping cart. You must be logged into your account to see past proof options. Past proof options are only available if you placed past orders while logged into a Merchology.com account.

On each product page, you will be prompted to upload your logo artwork file before adding items to your shopping cart. There, you will have the option to “Upload Your Logo”, “Add Logo Later” or “Logo on File”.

“Upload Your Logo” supplies us with the artwork to begin processing your order right away. “Add Logo Later” should only be selected if you want time to discuss your design details with our order processing team. This option will delay the lead time of your order. If you have immediate concerns before order placement, our team is available to help via email, phone, or our Live Chat feature.

“Logo on File” should be used if you’ve placed an order with Merchology for co-brand apparel and gifts in the past and we already have your design proofed from a previous order. When this option is selected, you’re prompted to login to your account so you can choose the proof option you’d like re-used for this new order.

Yes. Keep in mind that in some cases, exact PMS matching isn’t possible, but we'll get as close as we possibly can with our thread and ink colors. If you have a specific PMS color number that you are hoping to match, you can include this in the “Order Notes” section at checkout or let our team know prior to order placement. To confirm if PMS matching is available for the products you’re customizing, email sales@merchology.com or give us a call at 1-855-214-8305.

When opting for the Printing decoration method for your order, Merchology Customer Service experts will select the best-fitting print method between screen-printing or direct apparel printing. You can find more about these methods in our Decoration Methods Guide.

Our team makes this decision based on the complexity of the logo design, the decoration size, the quantity of order, and the item in question. We will select the printing method that will look the best for your order, be the most efficient for our in-house production, and offer the most effective pricing for you. Most orders will default to direct apparel printing as it offers the most flexibility for different logo designs and adhesion to types of fabric.

If you prefer to have a specific type of print on your order, please Contact Us and someone from our Customer Service team can assist with this request.

Yes. Keep in mind that in some cases, exact PMS matching isn’t possible, but we'll get as close as we possibly can with our thread colors. We're always here to help, too! You can always include a message about PMS colors in the "Comments" section of the ordering process, or just let your representative know (you’ll get an e-mail from them shortly after you place your order).

All orders include two different color variations. We suggest one variation for light colored items, and the second variation for dark colored items. Additional color variations will require a separate order.

All apparel from retail brands requires embellishment. (The one exception is sample orders of 1-2 pieces.)

View our Custom Decoration Methods here to learn more.

Ground shipping is free on orders over $5000 arriving anywhere within the continental US.

International shipping costs (excluding duties and fees) for your order can be viewed on the checkout page. Please contact us for any additional international shipping inquiries.

Here is a domestic shipping cost breakdown by order amount to help you get the logo branded merch you need on time and at the right price:

Overall lead time for your custom order will depend on the product, customization method being used, and the shipping method for transit to your delivery address. We showcase each product’s lead time in a calendar feature at the bottom of each product page. We ship all products for your full order in one shipment so be sure to base delivery on the product with the longest lead time listed.

For our fastest turnaround time items, view our popular Quick Ship collection!

We do offer options for faster processing time and shipping on your order.

At checkout, you have the option for “Waive Proof” or “Full Service”.

With “Waive Proof”, you will not receive a proof of your logo artwork to review but your order can ship up to 2 days sooner. This service is at no cost to you, but delivery dates are not guaranteed.

The “Full Service” option allows you to see a proof for approval prior to the order being produced, but standard lead times apply. If you do not give approval within 48 hours of receiving your proof, it will be auto-approved for production as shown.

Rush Processing options are also available depending on the items you want to order This option guarantees a specific ship date for the order. Rush Processing must:

• Be confirmed by a sales rep prior to order placement
• Will incur a fee in addition to your order total
• Will have no proof will be provided for approval

Expedited shipping must be purchased in conjunction with the Rush Processing service.

To confirm if your order is eligible for Rush Processing, please fill out our Rush Request form: https://www.merchology.com/pages/rush-order-processing.

Blank (non-custom) sample goods ship between 1-5 business days, plus transit time to your location.

Yes, you can select 3-Day Select, 2nd Day Air, or Next Day Air with costs based upon the weight of your goods. (Expedited orders for suitcases and golf bags may incur further shipping charges, however.) There are expedited options available for international shipments, as well. You can also find products with expedited shipping times on our Quick Ship page.

Merchology ships through FedEx for the majority of our orders. We are able to ship your order using your own account (FedEx or UPS). You can include this account number in the “Order Notes” section at checkout or let our team know before you place your order. You can email them at sales@merchology.com, call our Toll Free line at 1-855-214-8305 or chat with us on our Live Chat feature.

Yes, we do offer drop-shipping to individual locations. Please email sales@merchology.com for more information.

Typically, drop shipping comes out to a $15.99 fee per individual order as well as a $3.00 handling fee. Connect with your Merchology rep for more details!

All orders ship from our facilities in either Minnesota or Nevada. The production time estimated for your order is the same no matter domestic or international shipping, however transit time to international addresses will be longer and dependent on the country of destination. Expect an additional 5-7 business days time before delivery with standard international shipping.

Details: The free shipping over $5,000.00 USD offer applies to delivery to one location in the continental US. Please contact us for additional shipping inquiries. International shipping costs (excluding duties and fees) can be viewed at checkout.

If you are in need of a sample before the purchase of your group order, please select "Sample" as your decoration option on the product page. Samples are final sale and are not eligible for return.

True sample orders intended for fit and style review are encouraged prior to placing your customized order. We allow one sample per size, color and style of a garment and have overall quantity limits of 3-12 units total depending on the brand and their specific restrictions.

Gift items are not always available to be ordered as samples. Gift item samples can sometimes arrive with sample customization on them for review and are not returnable for refund.

For questions regarding your specific sample order request, please chat with our Sales team via email, phone or our Live Chat feature.

We accept all major credit cards and pre-approved Net 30 terms.

Looking for a gift card to spend on Merchology.com? Please contact our team here for more information.

If you are looking for gift cards to distribute within the Merchstore platform, you can learn more here or contact us for help today!

We authorize your card once you place the order on our website and funds are collected within 24 hours of order placement.

Yes. There is a $3,000.00 minimum on all opening Net 30 terms orders. Please contact us before you place your order if you'd like to get set up on Net 30 terms. Net 30 terms are not valid on sample orders.

We partner with the brands we showcase on Merchology.com to offer companies the ability to co-brand apparel and gifts with their logo. We do not offer wholesale pricing or resale of the products purchased from our site.

If you’re unhappy with your order because the product is defective or the imprint quality isn’t what you expected, contact our Customer Service team at orders@merchology.com and we will find a suitable resolution. Your experience with Merchology means everything to us and we will do our best to work with you on any issue. We must be notified of all issues within 30 days.

The only returns we can accept are for defective apparel or defective decoration (embroidery, printing, etc). However, we will try and help you out as much as we possibly can, within reason.