Enter your order number (#HM000000) and email address used during checkout.
Need to contact us?Hello Merch
Customer Service (Mon-Fri, 8-4pm MST)
Call or Text 602-432-2903
Email or Send an iMessage (Phone or Computer)
Artists and bands interested in our services, please contact Artist Relations
7310 W Roosevelt Street
Phoenix, AZ 85043
We ship just about everywhere. International orders take 1-2 business days to process, plus transit time; Economy International via UPS Mail Innovations (In some cases, there will be no tracking beyond departure from the US) can take 1 to 8 weeks for delivery. Please be patient with this service. DHL Express (With tracking, door-to-door, but substantially more expensive) will take 1-7 days on average, depending on its destination. Very important to note, international shipping can often be unreliable. All international customers are subject to the customs laws, duties and taxes of the destination country. Often times packages will get held at customs for long periods of time. It is your responsibility to recover your package from these offices, in the event of a delay. Hello Merch is not responsible for any items lost, stolen or damaged in International transit. However, If your package is returned to us for any reason, we will notify you by email immediately. If you do not respond within 5 business days, we will return the item(s) into our stock and refund you the amount of the order, less the shipping, and re-stocking fees.
Domestic orders take 1-2 business days to process, plus transit time; UPS 3 Day Select (1-3 Business Days), UPS Ground (1-5 Business Days), UPS Mail Innovations (1-5 Business Days), USPS Media Mail (1-10 Business Days).
Our site is secure and PCI Compliant. We accept Visa, Mastercard, American Express, Discover, PayPal, Amazon Pay and Bitcoin. If you receive a Gateway Error during checkout, 9.5 times out of 10 this is a credit/debit card billing address issue. Please verify the address of the card with your bank and try one more time. If you're still having problems, do not hesitate to let us know.
We offer an Exchange Only* Return Policy on unworn, unwashed and sealed merchandise. If you find it necessary to exchange any part of your order, please return the item(s) within 30 days of delivery, with the supplied address label from your package, or ship to the address above with your name, email address and order number. Please note, you will be responsible for all postage. Once your merchandise has been returned, we will issue a store credit for the total value of your exchange, via email within 24-48 hours. Please contact customer service with any questions or concerns. *No order modifications, cancellations, exchanges or returns on sale items, seasonal holiday items, or items marked final sale.
Additional items purchased on the same ticket as a pre-order will not ship until the time specified in the description of the pre-ordered item.
If you need to make changes to your address and your order has not yet shipped, please contact us immediately and we'll take care of it. In the event your order has already gone out, you will be notified when/if USPS returns the package to our warehouse. If you do not respond within 5 business days, we will return the item(s) into our stock and refund the full amount of the order, less the shipping, and credit card transaction fees. If your package is re-shipped, you will be responsible for any additional shipping charges.