FAQ / Contact
Have a question regarding physical products? Please contact Hello Merch
IMPORTANT SHIPPING NOTES:
PLEASE NOTE: AT THIS TIME CAVE AND CANARY GOODS WILL SHIP OUT PACKAGES TWICE A WEEK! IF YOU RECEIVE A "SHIPPING" NOTIFICATION, THIS MEANS WE PRINTED YOUR SHIPPING LABEL AND WILL BEGIN SHIPPING WITHIN 3 BUSINESS DAYS!
INTERNATIONAL SHIPPING: We are new to shipping internationally, but have heard horror stories of customs losing packages, or applying heavy fees on the receiver's side. If you require international shipping, please allow extra time for prep and transit.
At this time, we've only added Canada, the UK, and most of Europe but we are hoping to add more in the coming weeks.
F. A. Q.
Do you accept international orders? At this time, we will only be accepting orders from the USA. In the future, we will begin shipping outside of the states.
How long do domestic orders take? Domestic orders take 1-2 business days to process, plus shipping time – USPS Priority 1-3 Business Days, USPS First Class 1-5 Business Days, UPS Ground 1-5 Business Days, UPS Next Day Air Saver 1 Business Day.
Payment options for ordering? PayPal is used exclusively for payment processing.
Is your site secure? Yeah. It’s on lockdown.
Will available items purchased with pre-orders ship separately? No. 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.
What if need to change my shipping address for a pending order? Please contact us and we’ll take care of it, if your order hasn’t shipped.
My order shipped, but I’ve moved/entered my shipping address incorrectly. You will be notified when/if USPS or UPS returns the package to our warehouse. If you do not respond within 2 weeks, 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.
How can I check my order status? You will receive email updates for each status update and may also log into your account (if created) at any time.
My order status says “Shipped” – Where’s my tracking number? Check your SPAM folder. Contact us If you still can’t find it.
My order status says “Back Order” Your product is probably out of stock, but we have more on the way. You will be notified immediately if we anticipate the item(s) to be on back order for an extended period of time.