What is your return/exchange policy
We accept returns and exchanges for any reason within 30 days of receipt, as long as the items are in their original shipped state.
• Apparel must be CLEAN, unworn, and unwashed. If the item is dirty, has a foul odor, or has pet hair on it, we will NOT process a refund or exchange.
• Media items; i.e. CDs, vinyls, DVDs, etc., must be factory sealed and undamaged. If your media has been returned opened, dented, or broken, we CANNOT process a refund or exchange.
• Refunds and exchanges will be processed for any DEFECTIVE items. This includes apparel that arrives with holes or torn seams, vinyls that do not play properly, etc.
If you have a defective item, please contact us at [email protected], as we resolve these issues personally and on a case-by-case basis. We are here to ensure you have a positive experience with the entire process!
Please note that customers are personally responsible for cost of return shipping on ALL returns and exchanges. We must receive the return/exchange merchandise before any refunds are processed, or exchanged items are shipped back out to you. For orders being returned for a refund, you will NOT be refunded the shipping costs!
Please pack the merchandise you wish to exchange/refund securely and send the package to the following address:
Port Merchandise Returns
1635 Old Louisburg Rd
Raleigh NC 27604
Contact us [email protected] to determine the availability of your desired item before sending the exchange! Please note that low-stock items may sell-out before we receive your exchange. We will however hold the item for you if you specify the item/size in your initial email for a set amount of time so they are available for your exchange.
Please include a note (or your original packing slip/invoice) telling us:
• Your order number
• Your name and contact information
• Reason for return/exchange
• If exchanging what item/size you would like instead
Exchanged items, unless required by USPS, will be shipped back out using First Class mail or Media mail, even if your original order was shipped Priority.
If you have a damaged or defective item, please contact us via email at [email protected] with a photo of the damage and your order number. We’ll take care of you!
If you would like your orders combined please contact us at [email protected] immediately after placing your orders. Please be aware that orders are processed daily Monday through Friday, so orders placed on different days may not have this option. We can only combine orders that have not yet been processed!
After an order has been placed and paid for, we cannot add to it, even if it hasn’t been shipped yet. We do not store payment information, and therefor cannot charge a card/account without an order being placed. If you realize you left an item off your order, please email us ASAP at [email protected] to let us know. You will have to place a new order will all of the desired items. Once your new order has been received, we will cancel and refund the original order. Please note this does not apply if your previous order has already shipped!
We want to make you happy and don’t like to disappoint. Please contact us via email at [email protected] about the problem. If the error was made by us, all costs involved with getting you the correct item will be on us.
If your order is marked as “Delivered” but you don’t see it, please check with your local post office (not the USPS hotline)/customs office, or leasing office/mailroom if applicable. Some USPS delivery vans are equipped with GPS that will prematurely mark a package as delivered, even though it may not show up for another day or two.
Unfortunately, if your item is marked as “Delivered” and you are unable to locate it, we are unable to refund your order or replace the merchandise in your order. Please contact the postal service either via telephone or online in order to file a claim. Priority shipping comes insured, and the postal service is liable for misdelivered or stolen packages in most cases.
Port Merchandise is not liable for merchandise that has been misdelivered or stolen from the property. Once a package leaves our facility, we only have the Tracking information that customers are also provided. If it is marked as “Delivered,” it is assumed that the customer has received their merchandise. Please refer to the information above.
Sometimes a package is marked as “Delivered” with the note below it stating “Delivered, To Original Sender.” This means that your package was forwarded back to our facility. This could be due to a mistake in your address, a failed delivery attempt, or an issue with customs if it is an international package. If this occurs, we will refund the items in your order, but NOT the shipping cost. You will receive an email informing you that your order items are being refunded. If you have any further questions on this matter, please reach out to us via email at [email protected]
If you made a shipping address error please email us ASAP. Orders generally ship within 1-2 business days and once an order has been processed we are unable to update the address.
If your package ships and the address you provided us with is inaccurate, we will have to wait for the package to be returned to us. Once we receive it, the items in your order will be refunded. We unfortunately cannot refund shipping on these orders. We will email you to let you know your package was returned, and you can place another order with the corrected address.
Check out our current lineup portmerch.com/clients
Please contact us at [email protected] for more information.
- Downloads are available for 1 download.
- Please do not attempt to download files to phones or other mobile devices. A desktop PC or laptop with proper software is recommended for downloading the ZIP files. Port Merch is not responsible for data costs or issues caused by trying to download files to a phone or tablet.
- Downloaded content, including full albums and singles, is NON-REFUNDABLE. If you did not receive your download link, please contact us at [email protected]
- Please do not contact Port Merchandise with personal computer issues, as we won’t be able to help you. You should have a basic understanding of ZIP files and be able to import music into your own music player or software such as iTunes. If you’re unfamiliar with these things, don’t worry – it’s quite easy! Below are some useful tips for helping with downloads:
- Please allow ample time for downloads to complete. Leave the browser window open and allow even more time for lossless files, such as FLAC or WAV.
- Once you’ve extracted the music files, they will be in either the default download location on your computer, or in a file you previously specified. Most likely it will be in the “My Downloads” or “My Music” folder in Windows. We can’t help you find them, as the default download location for every PC can be different.
- To add music to iTunes, just launch iTunes and choose File > Add To Library. To add music to Windows Media Player, you can either: a) select the audio files, then right click them and choose “Add to Windows Media Player List”, or b) drag and drop the audio files onto the Windows Media Player window (if that doesn’t work, try the drag/drop operation again, but make sure the Library tab is active in Windows Media Player first).
If you are still having problems please contact us at [email protected] and we will do our best to assist you.
We know what it’s like to find the perfect item that you just have to have, but find it is out of stock. If we have any estimate or indication of when it may become available again, we will include it in the product description.
Unfortunately, that means if you don’t see an expected date in the product description, we don’t have one. However as soon as we know, you will know! Any items not pictured on the website are no longer available.