Contact
*Before you contact us please take note*
We are a very small team, and though we care deeply about what we make and who we make it for, we don't have the resources to operate like the retail giants that have spoiled us all.
Please...
- Be patient with us and know we care about your orders and your feedback.
- Review the following FAQ topics before contacting us.
Support requests will only be addressed 9-5 EST, M-F.
We are also closed during all major holidays and some miscellaneous rare instances.
We request that you only use this terminal to reference an order placed through this website. Please be very detailed and concise when describing your issue.
We will not respond to any non-store related correspondence.
FAQ
Return policy
We want you to enjoy your dump merch. If you're not into it, let us know and we'll do our best to work with you to make it right.
Returns will be accepted for all *active products within 30 days after you received your order.
*still visible in our catalogue, even those marked as sold out
We do not accept returns for the following:
- Preorders or discontinued items
- Visibly used/damaged items (unless the damage came from our facility or our supplier)
- Special Edition drops
All products are handled in Indianapolis, Indiana, including return processing, so take that into consideration.
Returns will typically be processed in 1-3 business days from receiving your return.
We only refund the cost of the item being returned, you will be responsible for covering all shipping cost. The exception to this is if we made a mistake. If you received the wrong item (or size) we will cover shipping and reimburse you for the cost of returning the innaccurate product.
If you would like to make an exchange see the next topic!
Exchanges
Sometimes you receive something and it's not what you expected or you just don't like it. We get that!
We offer exchanges as long as stock allows for it! We can also exchange for other products of the same value without processing a return.
Please contact us within 30 days of receiving your order to initiate an exchange. Please start your message with the word EXCHANGE.
You are responsible for all shipping in an exchange. If there is an issue with your order, other than preference, please review our return policy above.
Shipping
We will always do our best to get your order out the door as quickly as possible. All in stock items will ship within 3 business days of receiving your order.
We do not ship over the weekend or on holidays.
Tracking says delivered but you have not received it
Generally, once a package has left our facility, we have no control over what happens from there. We recommend you contact the service that has your package if you believe there has been an issue in transit but have already received confirmation from us. It may have been delivered to the wrong place, lost, delayed, or stolen.
You also may want to check to make sure the address details are all correct.
Sometimes delays occur but are not reflected properly in the tracking details for whatever reason. Please give it at least a week from the time it was marked as delivered before contacting us.
Order marked as "Return to Sender"
There could be a number of reasons for this, including issues with delivery address or problems in customs. If this occurs, please let us know and we will arrange to re-ship your order. Unfortunately, we cannot refund or cover cost of re-shipping.
Damage occurred during shipping
If your package arrived damaged from shipping and the product you ordered is negatively affected in some way, please contact us at support@dumpmerch.com within 30 days of receiving it with photos of the issue and we will work with you to issue a refund or replacement.
How long does an order take to ship?
We cannot guarantee that shipping windows match what is advertised by shipping companies. Transit times will depend on the shipping class you choose and whether or not the courier is experiencing delays:
Domestic/US orders
- Standard
may ship via FedEx Ground, USPS Ground Advantage, or USPS Priority Mail
depending on what is most affordable for your shipping address. These
packages usually arrive in 2 - 6 days. - Media Mail is a special
shipping option for orders that only contain books or music. This
shipping class can take between 10-14 business days.
International Orders
- DHL
packages usually arrive within 2 - 6 weeks. DHL will normally utilize
your local postal service, but for some countries DHL may hand off the
package to another courier. Please refer to DHL's tracking website to
see who will be handling the final delivery of your package. - FedEx
International Priority and FedEx International Connect Plus usually
have a transit time of 2-5 days, but we cannot guarantee delivery
times.
Please contact us within 30 days of when the order should have been delivered if your package has not arrived.
Manufacturing
Our merchandise is screen printed in the US on a variety of domestic and imported garments. We do our best to keep our prices affordable, while using high quality blanks, and to source from distributors we trust to align with our values.
While manufacturing always has some waste involved, we have worked hard to eliminate spoilage and use materials that are sustainable (ex: investing in machines that recycle water/chemicals, replaced ALL plastisol with water-based inks, and removed harsh solvents from our cleaning process).
*Pre-Order Info*
Pre-orders are a great way to avoid over-manufacturing and for offering products that are generally too involved, intricate, or expensive to stock. It's also a way for our small business to collaborate with our customers and fans to make something cool with a little less risk.
The biggest drawback, though, is that sometimes the time between placing the order and receiving it can feel very long. Depending on the project, it *could* take up to a month or more from the order date to the day it arrives at your door, especially if you place your order at the start of the pre-order offer window.
We do our best to accurately project when a pre-order offer will be completed by production and sent out the door, but in a world of next day deliveries and on-demand services, we aren't as used to waiting for things anymore!
Because we are screen printing everything, (rather than DTG/print-on-demand) all pre-orders are batched for production, so if you order at the beginning of the offer window, your order will print at the exact same time as someone who ordered at the end of the offer window, which means you may wait a week or two longer than they will.
Just to further help illustrate why pre-orders can take a while, here's a general breakdown of the process:
- Pre-order offer window is opened 1-2 week window typically
- All your orders are batched and blank garments (etc.) are ordered from our supplier ~3-5 days
- Blank items are received and added to our queue, waiting to hit the production floor ~1-2 days
- Production time! ~1-3 days depending on complexity of design and how many placements and extras are involved
- Fulfillment process - sorting and packing all the orders ~1-2 days
- Shipping ~2-6 days domestic, and up to 6 weeks international
These times are estimates and do not necessarily take into account the many delays that could happen at any point in the process!
If you have participated in a pre-order and are reading this because you feel like something is wrong, it is very likely that everything is on track but is just taking a while. We ask that you check your order confirmation from the pre-order and only contact us if it has been more than two weeks from the projected delivery window.
Rest assured we will do all that we can to make sure you receive what you paid for!