Question 1

Where can I find information about the Return Policy?

Accepted Answer

Please read our comprehensive Return Policy before purchasing or submitting a Problem Report Form. You can learn more by reading our FAQs.

Question 2

How do I file a Problem Report Form?

Accepted Answer

To file a Problem Report Form, please take the following steps:

1. Fill out the form accessible in the link: In the form, fill in the name of the item that you wish to request a replacement for and enter your first and last name, the email address used to place the order,  the order number, a detailed description of the exact issue with your order, and relevant photos of the product that support your description of the issue. Please note that we will not process Problem Report Forms submitted without applicable product photos.

2. Once you have submitted the Problem Report Form, you will receive an email confirming that we have received your submission.

3. Within the next two business days following your Problem Report Form's submission, you will receive another email to indicate whether your request for a product replacement has been approved or denied.

4. In the email approving the product replacement request, you will receive more details about the delivery of your free product replacement.

Question 3

How long do I have to submit a Problem Report Form?

Accepted Answer

For products eligible for replacement, Problem Report Forms must be submitted within 14 days the product is received.

Question 4

What is the Channel Merch Return Policy?

Accepted Answer

We do not accept product returns. If a product arrives misprinted, damaged or misplaced by mail, we will issue only a free replacement for the defective or missing product. For a damaged or misprinted item, customers must first submit a Problem Report Form in order for us to see if the product in question qualifies for a replacement. For a missing item, customers must submit the Missing Item Form, so we can identify whether the missing item comes from our end. If the missing item results from our error, we will you send a free replacement. Feel free to read our comprehensive Return Policy.

Question 5

What if my order has indicated that the product has been delivered, but I have not received it?

Accepted Answer

Please check your order reference number to see where and when the carrier has indicated to have delivered the ordered product. Check the surrounding area for other places where the package may have been delivered. Also, checking with your neighbors for the package's whereabouts may help. If you're still unable to locate the package, we recommend you contact the shipping carrier to try locating the lost order. If the package has not arrived after three days following the original delivery date, please submit a Missing Order Claim no later than 14 days after the original delivery date. If the issue comes from our end, we will gladly cover the costs and ship a replacement to you as soon as possible.  However, if the tracking information from our system and those of our couriers indicate that the product was delivered and you still think you haven't received it, we have to assume that the package was stolen. Unfortunately, this scenario is out of our control, and we can't take responsibility for this occurrence. As a result, we cannot ship you a replacement for this scenario. If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Question 6

What if my product arrives damaged?

Accepted Answer

If a product arrives damaged, please submit a Problem Report Form. We will gladly send you a replacement as long as the conditions established in our Return Policy are followed.

Question 7

When can I expect my replacement product?

Accepted Answer

If you have been approved for a product replacement, you can expect to have it delivered within 14 business days of your approval notification email. On the occasion that the delivery of your replacement takes longer than 14 business days, we will notify you via email and continually update you on the whereabouts of your free product replacement.

Question 8

Can I make a Product Exchange?

Accepted Answer

Currently, we do not accept and process Product Exchanges.

Question 9

Where can I find my Order Number?

Accepted Answer

You can find the Order Number in the subject line or toward the top of the confirmation email that you received immediately after placing your order.

Question 10

Can I get a refund for an ordered product?

Accepted Answer

For qualifying damaged, misprinted or missing items, we only issue replacements.

Problem Report Portal

Process for Product Replacement

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