At Merch 22, we are excited to offer custom products tailored to your vision. To ensure clarity and transparency, the following terms apply to all custom orders. This policy applies to all current and future custom orders unless otherwise agreed upon in writing.

 

Customization Process

The process for placing a custom order is as follows:

1. Request Submission:

• All custom order requests must be submitted via the custom order form available on our website. This ensures all necessary details—such as design ideas, materials, quantities, and deadlines—are accurately documented.

• Verbal or email requests will not be accepted for initiating custom orders.

2. Initial Review:

• Once your form is submitted, we will review the request and provide you with a quote, timeline, and any applicable fees (e.g., design fees).

3. Design Creation:

• If design work is required, we will create a draft or mockup based on your specifications.

4. Approval:

• Production will begin only after you have approved the final design in writing (email confirmation or signed document).

 

Design and Approval

Approval Requirement:

• Customers must approve all designs in writing before production begins. Approval confirms the design meets your specifications and is final.

Changes After Approval:

• Any changes requested after approval will incur additional fees and may extend production timelines.

Waivers:

• If production begins without written approval (only in exceptional cases and with prior agreement), the customer assumes full responsibility for the design outcome.

 

Pricing and Payment

Design Fees:

• A design fee applies for creating new designs or significant modifications to existing designs. This fee is non-refundable.

Full Payment Required:

• Full payment for the total order amount is required before production begins.

Purchasing Design Rights:

• Customers may purchase exclusive rights to designs created by Merch 22 for an additional fee. Ownership details and usage rights will be outlined in a formal agreement.

 

Production Timeline

Estimated Completion:

• Custom orders typically take 7–14 business days to complete after final design approval.

Holidays or Delays:

• Production schedules may be affected by holidays or unforeseen events. Any delays will be communicated promptly.

 

Returns, Refunds, and Cancellations

Non-Refundable:

• Custom orders are non-refundable once production has started.

Cancellations:

• If production has not started, a cancellation fee of 25% of the total order value will apply, in addition to any design fees incurred.

Damaged or Incorrect Orders:

• If your order arrives damaged or incorrect due to an error on our part, please contact us within 7 business days at customercare@merch22.store. We will offer a replacement, reprint, or refund at our discretion.

Customer Errors: 

• Merch 22 is not responsible for errors resulting from customer-provided specifications, including but not limited to:

- Misspellings

- Incorrect dimensions

- Low-resolution or poor-quality files provided by the customer.

• However, Merch 22 can assist in updating or improving low-resolution files to meet production standards. This service may incur additional fees, which will be communicated prior to production.

 

Ownership and Intellectual Property

Merch 22 Ownership:

• All designs, concepts, mockups, and revisions created by Merch 22 are the sole property of Merch 22 unless otherwise agreed upon in writing.

• Customers may not reproduce, distribute, or use these designs for any purpose other than the original intended use without written consent from Merch 22 or purchase of design rights.

Design Use by Merch 22:

• Merch 22 reserves the right to reuse, display, or promote custom designs for marketing purposes unless the customer opts out in writing before production begins.

Purchasing Design Rights:

• Exclusive design rights can be purchased for a fee. This does not automatically transfer ownership unless outlined in a signed agreement.

 

Communication Expectations

Response Times:

• Merch 22 will respond to inquiries, revisions, and approvals within 1–2 business days.

Customer Deadlines:

• Customers must provide all required information and approvals within agreed timelines. Delays in communication may impact production timelines.

 

Minors as Customers

• Custom order requests made by minors or groups of minors (e.g., social clubs, youth groups, school organizations, bands, sports teams, theater groups) must be submitted by an adult over the age of 18 acting as the point of contact.

• The adult point of contact is responsible for approving the design and managing all communication on behalf of the minor(s).

 

Formal Agreements for Wholesale and Group Orders

Wholesale/Group Orders:

• A formal signed agreement will be required for wholesale or group orders. This agreement will outline terms such as pricing, ownership, and usage rights.

Exclusions:

• Crochet plushies and similar standalone items may be excluded from formal agreements.

 

Dispute Resolution

• Any disputes arising out of or relating to this policy or a custom order will first be addressed through good faith negotiations between the customer and Merch 22.

• If a resolution cannot be reached, disputes will proceed to mediation facilitated by a neutral third party in the state of Georgia.

• If mediation fails, the dispute will be submitted to binding arbitration in accordance with the rules of the American Arbitration Association (AAA).

• Arbitration will take place in Glynn County, Georgia, and each party will bear its own costs unless otherwise determined by the arbitrator.

• This agreement does not waive the customer’s rights under Georgia consumer protection laws or other applicable laws.

 

How to Contact Us

To begin a custom order, please use the custom order form on our website. For questions about this policy email us at customercare@merch22.store.

 

Last Updated: January 6, 2025