Frequently Asked Questions
- When can I expect my order to arrive?
- All orders placed Monday-Friday will ship within 1-3 business days unless otherwise stated on the items description. Packages will then take 1-7 days in transit depending on where you live and what you ordered. Many "Pre-Order" items will have their own unique shipping time frame, so please be sure to look before you checkout!
- Do you ship international orders?
- Yes, we ship worldwide! Some International orders can take up to 4-6 weeks to arrive, so please be patient. Some countries will charge the receiver a customs fee for out of country purchases before delivering a package. We will not be liable for these customs fees. Please contact your local post office or customs office for exact rates.
- How much does shipping cost?
- All shipping costs will be displayed at checkout. Costs depend on where you live and what items you order.
- Can you ship part of my pre-order by itself?
- No. When you check out with an item on "pre-order" in your cart, the entire order will ship as one cohesive package. If you want an item ready to ship immediately, it is important that you place a separate order from any other items on pre-order.
- When will I be charged for my order?
- All orders will be charged at the time of purchase. “DownRightMerch” will appear on the statement description.
- Is my package lost?
- Probably not. Please contact us though if you did not receive shipping confirmation, or your tracking number is not visible through the online tracking portal. If your package is labeled as "Delivered" and you have not received it, you'll have to contact your local post office with your shipping number. Once the package leaves our facility, it is out of our hands. We cannot be held responsible for lost or stolen packages.
- My order was returned to sender. What happens next?
- If your USPS tracking indicates your order was "returned to sender", we will wait for the package to arrive back to our warehouse and contact you once we receive it. Prior to reshipping the additional package, customers will be sent an invoice to pay postage cost of the shipment. Once the Invoice is paid, the package will be shipped. If we do not receive a reply within 30 days of contacting you about your returned package, we will refund you the cost of your order minus any shipping/restocking fees.
- I’m having issues with my Digital Download. What should I do?
- Digital download links are emailed at the time your order is paid. Digital downloads can only be downloaded once to completion before the link becomes inactive. If you did not receive your download link, or you are still having issues downloading, please contact us via our customer service e-mail. Most mobile devices cannot download zip files so please download the links on a computer. Please make sure to check your computers browser settings for your download folder location.
- Can I Exchange or Return An Item?
- Yes. Within 30 days, any unwashed unaltered items can be sent back for an exchange or return. Unless it is being returned due to a production defect, we will not refund your original shipping costs. We are not responsible for exchange/return shipping costs incurred. All return items will be subject to a $3 restocking fee.
Exchanges and returns can be shipped to:
Down Right Merchandise
ATTN: Returns / Exchanges
143 Essex St. Suite 519, Floor 5
Haverhill, MA 01832
*Please include a note requesting a new size or refund for the item(s).*
- I do not see my question here. Can I contact you directly?
- Yes! You can email us here, or give us a phone call during business hours: Monday - Friday 9:00 AM - 5:00 PM EST. +1 (978) 702-4487