Customer Service
CONTACT US
Business hours: 9:00 to 5:00 Monday-Friday (PST)
Email: customerservice@merchwide.com
SHIPPING
DOMESTIC (USA) orders usually take 3-4 business days from shipment date to be delivered. Just because you receive an email saying your item was shipped does not necessarily mean it will be shipped that day; it just means the order was processed for shipment. Your order will be processed and sent to our fulfillment area to be fulfilled as fast as possible. Orders usually take 1-3 business days to be processed and shipped. We currently use USPS to process all orders.
USPS:
- First class Mail: 3-5 business days transit (Orders weighing 1lb+ are not eligible for First-class shipping)
- Priority Mail: 1-3 business days transit(This is not an expedited method of shipping)
RETURNS & EXCHANGES
If you received an item that does not fit properly or you have decided you no longer want the item, we request that you send the item back to our facility within 30 days of delivery.
***ITEMS MUST BE UNWORN & IN NEW CONDITION FOR THE RETURN TO BE PROCESSED
- WE DO NOT ACCEPT REFUND/EXCHANGES FOR "CLOSEOUT" ITEMS.
- SALE ITEMS WILL BE GIVEN STORE CREDIT FOR THE SALE PRICE
Return Address:
Code of Vets
603 E ALTON AVE
SUITE G
SANTA ANA, CA 92705
PLEASE NOTE: WE DO NOT COVER SHIPPING COST FOR RETURNS/EXCHANGES, ALL SHIPPING COST AND TAXES INCURRED ARE NON REFUNDABLE AND ARE THE CUSTOMER’S RESPONSIBILITY.
Returns:
To make a return please include a note with the following information in your package:
- Full Name, Email Address, and Phone Number
- A copy of your packing slip / order confirmation
- A note explaining the reason for the return
Once your package is received & inspected you will received a refund for the amount of the product, and a refund confirmation via email.
Exchanges:
To make an exchange please include a note with the following information in your package:
- Full Name, Email Address, and Phone Number
- A copy of your packing slip / order confirmation
- A note indicating the returned item is for an exchange
Once your package is received you will be issued a store credit for the return product amount to repurchase the desired size/item that you prefer.
STORE CREDITS
Store credits will be credited to your account and emailed within approximately 5 business days from the date the return is received back to us.
You may use your store credit at any time. Store credit can be applied towards a purchase over the limit of your account credit balance, additional to your card info.
To find your store credit, you will receive an email informing you of the store credit balance issued to your account, after checking out in the store, you will be directed to a payment page where you will see the option to use “internal credit” in your checkout bag.
DAMAGED GOODS
Defective and/or damaged merchandise due to shipping must be reported within 30 days of purchase or will no longer be accepted.
Please notify by email and send a photo of the damaged goods with a description of what is wrong. We will gladly replace goods.
PRE-SALES
For items that are sold on pre-order status, your account will be charged at the time that your order is placed. If the order cannot be fulfilled within a few weeks of the advertised date, your account will be credited in full. If you choose to cancel your order before it ships, your account will be credited in full. Please contact customer service if the credit has not been received within 15 days of canceling. If you choose to cancel your order after it has been shipped, please follow the return policy and guidelines.
BUNDLES
For items that are sold as part of a bundle set, we are unable to accept partial returns of the items in the bundle at this time, except in the case of a damaged or defective product. If you wish to make a return, all of the bundle items must be returned together, in accordance with the return policy outlined above.
** Mystery Bundles are Final Sale **
FAQ
Q: What forms of payment do you accept?
A: We gladly accept Visa, MasterCard & American Express
Q: What if I accidentally list an incorrect address as my shipping address?
A: Please email or call customer service immediately with “WRONG SHIPPING ADDRESS” as the subject. In the body of your email, please include your name and your “Order Number”
Q: I want to order something, but it’s out of stock! When will you get more products in?
A: Check back for updated stock (we are constantly updating the store). Items in this store tend to sell out quickly.
Q: My card was declined but I still was charged.
A: The charge is a pending transaction and will fall off within 2-3 business days. Your Credit card company or bank will hold these funds for your own safety.
Q: I have multiple transactions on my bank statement.
A: Multiple transactions usually show on your card because the credit card was declined because of wrong information entered like address, security codes, etc. If you get a confirmation order from our store via email, you got a successful transaction. All other transactions will fall off your back account in about 3 business days.
Q: How can I get help on an order?
A: Email us with your order number and any questions you may have.