Frequently asked questions
Q: Can I cancel my order?
A: No. Orders placed are no longer able to be cancelled or edited in any way. Please make sure to review your cart before placing any orders. Orders will be shipped according to the associated fulfillment/pre-order timeline.
Q: Can I remove/add an item to my order?
A: No. The quantity of items in orders cannot be edited.
Q: Can I change the size/variant of my item after placing my order?
A: As long as this change does not accrue any additional cost or necessitate a refund, we are more than happy to assist depending on item availability.
Q: Can I still return an item for a refund or exchange after it's delivered?
A: Yes. Please be sure to review our return policy below and reach out to support directly before sending anything back. Fees and shipping costs still apply.
Q: When can I expect my order to arrive?
A: All orders placed Monday-Friday are expected to ship within 3-7 business days unless otherwise stated on the product description. Many "pre-order" items will have their own unique shipping time frame, so please be sure to look before you checkout. 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 your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available/for the postal courier to take an arrival scan of the package to update the status.
Q: Do you ship international orders?
A: Yes, we ship worldwide! Some International orders can take up to 4-6 weeks to arrive, so please be patient. Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.
Down Right Merch is not responsible for these charges if they are applied and they are your responsibility as the customer. Please contact your local post office or customs office for exact rates.
Q: How much does shipping cost?
A: All shipping costs will be displayed at checkout. Costs depend on where you live and what items you order. The costs and methods that are provided at checkout come directly from the postal courier themselves and are not in our control.
Please note that the purchase of expedited shipping is for faster delivery by the postal courier once shipped and does not affect fulfillment time in any way. The funds go directly to the courier and it is the courier's responsibility to honor the expedited shipping as printed on the label we affix to the package.We are not able to provide refunds for shipping on behalf of the courier should they not honor the timeline according to the postage paid.
Q: Can you ship part of my pre-order by itself?
A: No. When you check out with an item on "pre-order" in your cart, the entire order will ship as one cohesive package once the pre-order arrives. 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.
Q: Items in my order were damaged/defective. Can I get a replacement?
A: If your product has arrived defective, destroyed, or otherwise unusable, please contact us via email at email@example.com. Our customer service team will be happy to figure out a solution to this problem.
Please see our cosmetic damage policy for vinyl below.
Q: My vinyl sleeve was damaged in transit. Can I have a new sleeve?
A: Unfortunately we cannot issue replacements for cosmetic damages from transit as we are not provided with extra sleeves for vinyl from the manufacturer.
Please note that we cannot be held liable for, and do not issue refunds or replacements for, minor cosmetic damages suffered in transit. This includes but is not limited to: vinyl with dinged corners, seam splits, or bent jackets. With this in mind, please use caution with USPS Media Mail! If you are a stickler for condition or are worried about your items suffering any cosmetic damage, please consider upgrading your shipping service to UPS Ground.
If the disc itself is broken or damaged, please reach out to our support team for further assistance.
Q: Is my package lost?
A: Probably not. Please feel free to contact us 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.
Returns and exchanges
Q: What is your return/exchange policy?
A: All return/exchange requests must be made within 30 days of the shipment delivery date. Items must be in original/unwashed/unworn condition to be eligible for a refund.
Unless it is being returned due to a production defect, we can not offer a refund for your original shipping costs. We are not responsible for exchange/return shipping costs incurred. All returns will be subject to a $3 restocking fee.
Please EMAIL firstname.lastname@example.org for any returns or exchanges BEFORE sending your order back to us.
Exchanges and returns can be shipped to:
Down Right Merchandise
ATTN: Returns / Exchanges
55 Chase St.
Methuen, MA 01844
*Please include a note requesting a new size or refund for the item(s).*
Q: Are there any exceptions?
A: Yes. Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care/intimate goods (such as beauty products or underwear).
We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Q: My item was returned to sender, can you ship it back to me?
A: Any item that is returned to Down Right Merchandise as a return to sender will automatically be refunded and the item will be processed back in stock. If you see that your shipment is being sent back to us as a return to sender and you'd like to have it reshipped, please contact our team at email@example.com for assistance. A new invoice for shipping cost will be sent. Once the invoice is paid we will then reship your product.