Terms of service

Design & Product info

1. Image requirements

• To ensure the highest quality print, please use the recommended image pixel at 300 dpi and at 4200*4800 px (.png) for T-shirt design. The nearer pixel it is, the better quality it will be.
• Before creating your design for T-shirt, you also need to check this article to know about the issues that might come up with your design so you can avoid it: What you need to know about T-shirt printing and Printing Frame
• You also need to set the color mode in your design file is CMYK to ensure the color in your product after being printed will be closest to your design. Please read this article for futher information What you need to know about the color mode CMYK and RGB
• The size of the design area/template file and design requirements will change depending on the type, style and size of the product. You can check more detailed requirements for single product on our Product Design Requirement.

2. Can I print copyrighted images?

• It’s best to use your own photos, logos or artwork. We don’t recommend using images you’ve found somewhere online because you probably don’t have the right to use it.
• We do not assume responsibility for copyrighted images sent to us for printing.
• Further information about this can be found on our Intellectual Property and Consumer Content Section.

3. Product info – Where can I find more information about your product?

• You can access all products’ details including sizing, design template, mockup, pricing information, shipping information, production time, etc, on this page:
  https://merchize.com/merchize-basecost-sizing/
• Content on our catalogue page may change from time to time depending on our production facilities.
• You can contact us for any further information regarding our product if you need to.

Merchize Rights

This is an extract of Merchize’s Terms of Service to double check that you are fully aware of our Terms and Policy. There can be more terms other than Merchize Rights section in our Terms of Service page, which can be found here. 

Merchize Rights

• We reserve the right to modify or terminate the Services for any reason, without notice at any time. Not all Services and features are available in every jurisdiction and we are under no obligation to make any Services or features available in any jurisdiction.
• We reserve the right to refuse service to anyone for any reason at any time.
• We may, but have no obligation to, remove Materials and suspend or terminate Accounts if we determine in our sole discretion that the goods or services offered via a Store, or the Materials uploaded or posted to a Store, violate our Acceptable Use Policy (“AUP”) or these Terms of Service.
• Verbal or written abuse of any kind (including threats of abuse or retribution) of any Merchize customer, Merchize employee, member, or officer will result in immediate Account termination.
• Merchize does not pre-screen Materials and it is in our sole discretion to refuse or remove any Materials from the Service, including your Store.
• We reserve the right to provide our services to your competitors and make no promise of exclusivity in any particular market segment. You further acknowledge and agree that Merchize employees and contractors may also be Merchize customers/merchants and that they may compete with you, although they may not use your Confidential Information (as defined in Section 6) in doing so.
• In the event of a dispute regarding Account ownership, we reserve the right to request documentation to determine or confirm Account ownership. Documentation may include, but is not limited to, a scanned copy of your business license, government issued photo ID, the last four digits of the credit card on file, your status as an employee of an entity, etc.
• Merchize retains the right to determine, in our sole judgment, rightful Account ownership and transfer an Account to the rightful Store Owner. If we are unable to reasonably determine the rightful Store Owner, without prejudice to our other rights and remedies, Merchize reserves the right to temporarily disable an Account until resolution has been determined between the disputing parties.

WHICH MEANS

• We can modify, cancel or refuse the service at anytime.
• In the event of an ownership dispute over a Merchize account, we can freeze the account or transfer it to the rightful owner, as determined by us.

1. Return Policy

• We typically do not accept returns due to user error such as an undeliverable address, incorrect selection of sizes, designs, colors, etc.
• Please keep in mind that there will be around 3% – 5% packages will get shipments problems such as broken during shipment, wrong items sent, lost by post office.
• In case of issues listed above, please kindly send pictures of the item showing the damage and label of the item along with a clear description of the problem and contact our customer support teams with full evidence, we will strive the best to make it right. As soon as evidence verified by us, Reshipment can be arranged within 24 hours.
• Any claims must be submitted within 60 days since the fulfillment cost is paid and the order is fulfilled. We won't resolve any claim of order that is over 60 days.
• Our return policy is based on the philosophy that we would only process return on issues that is because of us, and the return amount is only measured by the amount of fees that we received. Basically, we will replace an item if there’s an issue with it if the issue is because of us. In such cases, replacing the item or refunding the exact amount of the fulfillment cost for that order is the only resolution we would act. According to our Limitation of Liability terms, We would not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses resulting from the use of or inability to use the Service.
• PLEASE BE AWARE:
  We may not be able to avoid a little COLOR and SIZE DIFFERENCIATION caused when printing, making our product. For example, colors may look brighter or darker than when comparing with the artwork file. Shirts may be 1-2 inches shorter/longer or widers/smaller than the announced size chart.

2. Refund Policy

• In case of damaged replacement items, we offer you a full refund.
• For US orders fulfilled from 07 August 2020, if 45 business days since the time the order is fulfilled and fulfillment cost is paid but the order is not delivered because of Merchize, you may request a 100% base-cost refund for that order.
• For WW orders, if 60 business days since the time the order is fulfilled and fulfillment cost is paid but the order is not delivered because of Merchize, you may request a 100% base-cost refund for that order.
• Any claims must be submitted within 60 days since the fulfillment cost is paid and the order is fulfilled. We won't resolve any claim of order that is over 60 days.

3. Frequent cases in return and refund

Below are how we generally handle frequent issues with fulfilling and shipping order. How we handle these case may still varies depend on how serious the case is, and after we have collected all the .
This is NOT how we always act for every request. Actual solution may differs for each case.

• • Shipping wrong item: We will replace the item.
  • Damaged item: When our items are processed, it’s always intact and got no damage. However, there are many cases that the Custom Control will tear the shipment to check for its content, or there may be damages during transportation. It’s hard to check whose responsibility it is. In most cases, we will replace the item if the damage can be clearly seen. Customer must also send the proof of damage and the photo of the packaging label so we can inspect further.
  • Small print area or broken print area (low quality printing): if the issue is because of the factory (means that the artwork file follows our guidelines but the print area is still small), we will replace the item.
  • Actual product is smaller than announced size: If the actual product is more than 2 inches shorter/longer/wider/smaller than the announced size chart, we will replace the item.
  • Missing Item: If the order includes 2 or more items but the package the buyer received contains less than the actual order quantity, in most cases, Merchize will immediately send the missing item to the buyer. If buyer requests a refund for the order, we will send a partial refund for the order. The amount of the refund is calculated by the fulfillment cost for the missing item, and the shipping cost (if applicable).
  • If the shipment is late or is kept at customs waiting for customs clearance for too long (more than 5 business days for US orders and more than 8 business days for International orders) more than the guaranteed shipping time, Merchize will replace the item for you.
  • If the provided artwork doesn’t follow our guideline properly and there is a problem with the end result because of that (small print image, wrong print image, etc), It’s the responsibility of the seller to replace the item at their own cost.
  • If the provided order lacks some information (street, address, customer name, phone number, zip code) and there is a problem with the end result because of that (late shipment, item kept at eCommerce center, item kept at post office, item return, etc), It’s the responsibility of the seller to replace the item at their own cost.
  • If the shirt/item doesn’t fit because the customer ordered the wrong size (they didn’t check the size chart, they thought the size would fit because they usually use that same size from many other merchandisers, or for any similar reasons), it’s the responsibility of the seller to replace the item at their own cost.

How To Properly Provide Evidence for Return and Refund

When a buyer raises a Return/Refund claim, the following are very important and essential for the proper investigation of your return and refund requests.

- Full unboxing video record of the item/s showing and/or describing the issues (wrong, incomplete/missing, damaged,... product) upon receipt.

- Photo of the product being measured using a measuring tool (from one end to the other) if the product’s size is wrong. [Required for wrong sizes]

- A detailed explanation/description of the problem will help the investigation reach a strong and definitive decision.

A readable waybill should clearly show the following indicators:

• Last Mile Tracking Number [Required]
• Order ID or No.
• Buyer’s name
• Buyer’s address
• Non-faded and scannable barcodes

This is an extract of Merchize’s Terms of Service to double check that you are fully aware of our Terms and Policy. There can be more terms other than the Limitation and Liability in our Terms of Service page, which can be found here. 

Limitation of Liability

• You expressly understand and agree that, to the extent permitted by applicable laws, Merchize shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses resulting from the use of or inability to use the Service.
• To the extent permitted by applicable laws, in no event shall Merchize or our suppliers be liable for lost profits or any special, incidental or consequential damages arising out of or in connection with our site, our Services or these Terms of Service (however arising including negligence). You agree to indemnify and hold us and (as applicable) our parent, subsidiaries, affiliates, Merchize partners, officers, directors, agents, employees, and suppliers harmless from any claim or demand, including reasonable attorneys’ fees, made by any third party due to or arising out of your breach of these Terms of Service or the documents it incorporates by reference (including the AUP), or your violation of any law or the rights of a third party.
• Your use of the Services is at your sole risk. The Services are provided on an “as is” and “as available” basis without any warranty or condition, express, implied or statutory.
• Merchize does not warrant that the Services will be uninterrupted, timely, secure, or error-free.
• Merchize does not warrant that the results that may be obtained from the use of the Services will be accurate or reliable.
• Merchize does not warrant that the quality of any products, services, information, or other materials purchased or obtained by you through the Services will meet your expectations, or that any errors in the Services will be corrected.

WHICH MEANS

• We are not responsible if you break the law, breach this agreement or go against the rights of a third party, especially if you get sued.
• Service is “as is” so it may have errors or interruptions and we provide no warranties and our liability is limited.

This is an extract of Merchize’s Terms of Service to double check that you are fully aware of our Terms and Policy. There can be more terms other than the Intellectual Property and Customer Content section in our Terms of Service page, which can be found here. 

Intellectual Property and Customer Content

• We do not claim any intellectual property rights over the Materials you provide to the Merchize Service. All Materials you upload remains yours. You can remove your Merchize Store at any time by deleting your Account.
• By uploading Materials, you agree: (a) to allow other internet users to view the Materials you post publicly to your Store; (b) to allow Merchize to store, and in the case of Materials you post publicly, display and use your Materials; and (c) that Merchize can, at any time, review and delete all the Materials submitted to its Service, although Merchize is not obligated to do so.
• You retain ownership over all Materials that you upload to the Store; however, by making your Store public, you agree to allow others to view Materials that you post publicly to your Store. You are responsible for compliance of the Materials with any applicable laws or regulations.
• Merchize shall have the non-exclusive right and license to use the names, trademarks, service marks and logos associated with your Store to promote the Service.

WHICH MEANS

• Anything you upload remains yours and is your responsibility.