Return and Exchange Policy

RETURN & EXCHANGE PROCESS FLOW

 At The Merch Genie, we want you to be completely satisfied with your order. We've created this return and exchange process to make your experience as effortless as possible!

Unworn or unwashed merchandise can be returned or exchanged within 30 days of the original order date if accompanied by original tags and packaging.

All online order returns, refunds and exchanges must be made through our returns process through our customer service team via mgsupport@themerchgenie.com or you can give us a call or SMS at 480-442-5794

Please note, any health/wellness items cannot be returned or exchanged.

HOW TO RETURN OR EXCHANGE AN ITEM

  • To begin the returns process, please send an email to our customer service support team at mgsupport@themerchgenie.com with your Name, Order Number, Picture of the damaged product/incorrect item and reason for return/refund.
  • As soon as we receive the request, our customer service team will review the order and will provide feedback within the next 24-48 hours.
  • If the order qualifies as approved for return/refund, our team will contact you with the return address to use to return you item back to us, your are responsible for return postage and for the return delivery.
  • Package your item in the original product box with all the supporting literature and return it to us using the return address provide by our customer service. Do not send returns to the original address.
  • You will be notified when your return has been received at our warehouse. Once received, we can do one of the following options:
    • We can refund your original form of payment for the product in 5-7 business days less a 15% restocking fee on all non-defective items.
    • We can send a replacement of the order and have it ready within the next 72 hours
  • Please let us know which option you would prefer.

    If your tracking number states your order was delivered, but you claim you did not receive it, we have to rely on the tracking number. We would require you to provide a claim id from the local post office and validate it, as soon as the review is complete, we will be sending a replacement.

    We charge a 30% restocking fee for any kinds of custom apparels, flags and custom design items.

    Have more questions? Reach out to our Customer Support Team at 480-442-5794 from Mon-Fri 9am-5pm ET or email mgsupport@themerchgenie.com

     

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