Info/FAQ


What is your return/exchange policy?

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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.

My item is damaged/defective! How can you help me?

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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!

Can I combine orders? Can I add to my order?

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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!

I received an incorrect item. What happens next?

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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.

My order is marked as “delivered” in tracking, but I don’t see it. What happens now?

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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]

I made a mistake with my address. What happens now?

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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.

What bands do you work with?

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Check out our current lineup portmerch.com/clients

I’m with a band and I have questions about your services?

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Please contact us at [email protected] for more information.

What do I do if I’m having trouble with a download?

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  • 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.

I want an item that is listed as out of stock! When will it be restocked?

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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.

I ordered a pre-order item along with some other items. When do they ship?

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If you have a pre-order item in your order, all items will ship once that pre-order item is available. If you would like your other items sooner, please place a SEPARATE order for those additional items! We cannot send the other items sooner without a separate order!

If you decide you would like your other items sooner and have more questions, please contact us via email at [email protected] and we can assist you in this process.

 

What if it is past my pre-order date and I haven’t received my item?

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Occasionally we run into delays with pre-ordered items. If you ordered a pre-ordered item and it has been more than 2 days since the date it was expected to be available and would like an update, we’d be happy to look into the situation for you and find out what’s going on. Generally we know about these situations before hand and will contact you via email prior to the release date to give you a heads up. However, if you would like an update just send us an email to [email protected] including your order confirmation number and name.

Please note that international orders sometimes take longer than expected due to customs delays, which we unfortunately cannot predict or control.

When will you charge my card / why hasn’t it been charged?

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Your card is charged immediately when you place your order. This goes for pre-orders as well! Charging your card/account immediately ensures your order with us. Port Merchandise is not responsible for overdraft fees charged to customers by their banking institution.

What forms of payment do you accept?

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We gladly accept Visa, MasterCard, American Express, Discover, or regular account payments through PayPal.

How do I pay for an order with PayPal?

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Browse the store and add items to your cart. When you go to checkout you’ll be presented with two options: You can choose to pay with a credit card or you can use your PayPal account. If you choose to pay with PayPal, you will be presented with a PayPal login window. You will be asked to select a preferred payment method, such as a bank account or credit card that is linked to your account. If you have a PayPal balance, it will be used before any other payment method. Follow the instructions to complete the payment.

What happens to my refund if I’m no longer using my card?

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Good news, as long as the account you used when you made your purchase is still open, we can refund to your account.

That means that even if the card has been lost, stolen or cancelled we can still refund your purchase.

Unfortunately, we can’t refund your purchase to a different account or a card associated with a different account.

If the above statements do not apply to your order, please email us for further assistance at [email protected]

Was my card charged twice?

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If you see two charges, this could be due to a failed attempt at an order. If you try your order and it is denied by your bank (incorrect billing zip/3 digit code mismatch/etc) you may see a pending or processing charge. This is where your bank has put a hold on the amount. We reverse those transactions automatically so the time it takes for that to reappear in your account depends on your banking institution. This can take anywhere from 4 hours to 4 days. If you think there could be another error or you have any questions please email us at [email protected]

Can I cancel an order?

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Please contact us immediately if you would like to cancel an order. Once an order is shipped we are unable to provide a cancellation. You can however return unwashed/unworn merchandise for a refund. In this case, please refer to the “What is your return/exchange policy?” listed at the top of this page. Please note that shipping fees, once shipped, are non-refundable.

How can I track my package?

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You should receive an email from stamps.com at the time of shipment. If you don’t see it, please check your SPAM folder!

Additionally you can send us an email at [email protected] with the words “Tracking request” in the subject line. We will need your order number or shipping recipient name. We will respond with your tracking information.

Do you charge shipping? How much will it cost?

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Yes, shipping and handling charges are calculated based on order weight and delivery destination.

Please note that your order may be subject to import duties and/or taxes imposed by Customs when your order reaches your country. Payment of all duties and taxes is the sole responsibility of the customer. Contact your local Customs office if you have questions about your country’s import regulations.

We cannot give shipping estimates without an order being placed. Shipping costs will be calculated at checkout.

 

Do you ship overseas?

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Of course! Please note: An extra customs charge may be applied to your order. This fee is not charged by Port Merchandise and the customer is responsible for any additional duties or taxes. Please check with your local Customs office for more information!

Do you ship to forwarding facilities?

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Frequently international customers ask that packages be shipped to a parcel forwarding facility. While we understand the appeal of such places, please be aware that we do not recommend using such services. We can only guarantee delivery to said facility and then all tracking/handling/etc is the sole responsibility of the forwarding service. WE RESERVE THE RIGHT TO CANCEL ANY ORDER BEING SENT TO ANY FORWARDING FACILITY AS WE SEE FIT.

What if I get a message saying “There are no available shipping options” to my address?

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This is often caused by a formatting error in your shipping address. Be sure your zip code only has 5 digits for US addresses. Do not add the +4 digits to your zip code. We will do this automatically during shipment. If you are using PayPal often the 4 extra digits are there and it causes this error. Be sure to check both your billing address and shipping address. If the error is not caused by the zip code, please email us at [email protected] and we will look into the problem. Be sure to tell us the EXACT address you are using so we can try to replicate the problem.

What are your hours of operation?

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We are open Monday-Friday, 9am-5pm Eastern time, excluding US holidays.

Please be aware, this also means that your email questions may not be seen or replied to until the following morning, or the following Monday morning for emails received during the weekend and after business hours on Fridays.

How can I contact you?

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If you have a questions regarding ordering/merchandise/tracking/etc. please email us at [email protected]

All other questions can be directed to [email protected]
You can also call us at 919-713-0078 or fill out our support form https://portmerch.com/contact-us/

How can I get help on an order?

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Email your questions to [email protected] Our business hours are M-F 9am to 5pm eastern time. Please make sure to let us know which band you were shopping with!

How long will my order take?

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Orders are almost always out the door within 2 business days. Your order’s delivery time depends on your proximity to beautiful Raleigh, NC as well as your selected shipping method. We can estimate but CANNOT guarantee delivery times.

First class USPS mail delivery time is typically 3 to 7 business days.
Priority USPS mail delivery time is typically 2 to 4 days.

All order will receive a tracking email when their order is packed. If you do not see your tracking email, please check your SPAM folder!
International shipping times can vary greatly and are not always trackable. Anywhere from 2-8 weeks or more is considered normal. If you see that your package has not moved in quite some time, it may be caught up in customs. You may be able to get more information by contacting your local customs office.

Due to the unpredictability of international postage deliveries, we DO NOT guarantee delivery of orders to international addresses. We are unable to refund international orders that are lost in transit. If your order is returned to our facility due to customs or delivery issues, you will be refunded for the cost of your items, but not the shipping cost. You will be notified via email if this happens. Rest assured however that we do have an international delivery success rate of 99%. There are rare instances, however, when an item leaves the US and is then delayed (or lost) by another country’s postal service. Unfortunately there is nothing we can do about this.

If you need us to resend your tracking email please contact us at [email protected] Please put “Tracking info Request” in the subject line of your email. Please also include your name and order number in the body of the email. For questions concerning tracking, please be aware that we see the same tracking information that you do. Further inquiries can also be made through your local post office and customs office.

How do I place an order?

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To Purchase

  1. Click a category (music, video, clothing, etc) in the upper left corner of the store’s homepage under the heading browse products.
  2. Click on the item you’d like to buy.
  3. From the product page, use the dropdown menus to select options (size, quantity, etc.)
  4. Click the ‘Add to Cart’ button.
  5. Click either ‘Continue Shopping’ or ‘Checkout.’
  6. If checking out, log in to your Port Merch account or create a new account. NOTE: When creating a new account please be sure to NOT use your email address as your Username. Also remember that your username can be no longer than 17 characters.
  7. To continue with checking out, click ‘Submit’.
  8. Choose payment by Visa, MasterCard, or American Express and enter credit card number. Enter CVV2 number (The last 3 or 4 digits of the number on the back of your card near the signature field.
  9. Verify that all your information is correct (products, order quantities, billing address, shipping address) and click ‘Submit Order.’
  10. You may print the confirmation page for your records if you’d like. You will also be emailed a copy of this receipt. Please check your SPAM folder if you do not receive your email.

Can I order by phone?

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Yes please call us at 919-713-0078, you will need a credit card for phone ordering.

Can I mail in an order?

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Absolutely! Simply go through the online shopping process of adding items to your cart, entering your name and address etc. When you get to the final page, you will see your total calculated with shipping and handling fees. Please make sure to include the shipping in your total cost. You can then mail a check or money order (US FUNDS!) to:

Port Merchandise
1635 Old Louisburg Rd
Raleigh, NC 27604

Please be sure to enclose a note telling us exactly what your order is (what size, color, etc) and where and to whom you would like it shipped!

What brand are your shirts? Do you have a size chart?

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Our shirts are printed on a variety of different brands. Most items should state what brand was used for printing. Sizing differs from brand to brand. If there is not a size chart listed, please contact us at [email protected] for further assistance.

Please be aware that shirts labeled as Women’s sizes will be smaller than Men’s/Unisex sizing. If you are worried that a size may end up being too small, we recommend ordering a size up to be safe. If your shirt does not fit, please refer to the “What is your return/exchange policy?” question on this page.

What color vinyl is this pressed on?

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Unless the product description specifically states otherwise, all records are pressed on traditional black vinyl.

What do I do if I am having trouble with my cart?

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Try enabling cookies on your browser.

For Internet Explorer:
1. Click on Tools
2. Go down to Internet Options
3. In the Internet Options window click the Privacy tab
4. Move the slider bar down to Medium, Low, or Accepts All Cookies
5. Click the Apply button to save the settings
6. Click OK to close the Internet Options window
7. Exit the browser and begin a new transaction in a new window

For Firefox:
1. Click on Tools
2. Go down to Options
3. Click on the Privacy icon
4. Click on the button next to Cookies, make sure ‘allow site to set cookies’ is checked
5. Click OK to save changes and close the Options window
6. Exit the browser and begin a new transaction in a new window

If you continue experiencing problems you might want to try using another computer or another browser type, or wait for 24 hours and try the transaction again as the problem could be internally on our end. Please email [email protected] for further assistance with our online stores, or call 919-713-0078.

Is the site secure?

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Yes. Port Merchandise uses SSL encryption to protect your credit card data while it is transmitted over the internet. We also offer PayPal as a payment option if you would prefer.

Meet the Team

Chip Taylor

owner - artist relations

[email protected]

Chip launched Port Merch in 2006.  Contact him for general information about Port or to discuss red wine, Eastern NC BBQ, or Atlanta Braves baseball.

Desert Island Albums:

Beach Boys: Pet Sounds
Bruce Springsteen: Darkness On the Edge of Town
Modern Lovers: Self-Titled
The Monkees: Pisces, Aquarius, Capricorn, and Jones, Ltd
Camper Van Beethoven: Key Lime Pie
The Thermals: The Body, The Blood, The Machine
Harry Nilsson: Nilsson Sings Newman

Bryan Rodgers

artist relations - inventory/tour merch

[email protected]

Bryan deals with the comings and goings of inventory, coordinates tour merch shipments, and keeps a wary eye on whatever else comes up. Music, food, travel, and beer make his world go around. He’s oddly fascinated with maps.

Desert Island Albums:

Sam Cooke: The Man Who Invented Soul
Father John Misty: Fear Fun
The Hold Steady: Boys And Girls In America
Nada Surf:
Live at Neptune Theater
Nirvana: Live at Reading
Phish: Hampton/Winston Salem 1997
Prince: Purple Rain
Soul Coughing: Ruby Vroom
Talking Heads: Stop Making Sense
Frank Zappa: Make A Jazz Noise Here

Alex Lawhon

artist relations - project manager/e-commerce

[email protected]

Desert Island Albums:

R.E.M: Automatic for the People
Morrissey: Viva Hate
The Beatles: Magical Mystery Tour
The Smiths: Strangeways Here We Come
U2: The Unforgettable Fire
The Stone Roses: The Stone Roses
Red House Painters: Roller Coaster Album
Whiskeytown: Strangers Almanac
The Beatles: Abbey Road
Ryan Adams: Love is Hell

Daniel Creech

warehouse manager/fulfillment

[email protected]

Desert Island Albums:

Lemonheads: It’s a Shame About Ray
Sonic Youth: Washing Machine
DJ Shadow: Entroducing
Neil Young: After the Gold Rush
Mike Watt: Ball-Hog or Tug Boat?
Pavement: Wowee Zowee

Chad Nance

technical support

[email protected]

Desert Island Albums:

Pink Floyd: Dark Side of the Moon
Guided by Voices: Bee Thousand
The Port Huron Statement: Man of the Match
The Hold Steady: Separation Sunday
The Rolling Stones: Exile on Main Street
Neil Young: Tonights the Night
The Clash: The Clash
Parquet Courts: Wide Awake
Van Halen: Fair Warning

Scott Jackson

customer service/fulfillment

[email protected]

Desert Island Albums:

Alkaline Trio: Agony & Irony
The Ataris: Blue Skies, Broken Hearts… Next 12 Exits
Blink 182: Self Titled
Brand New: Your Favorite Weapon
Bruce Springsteen and the E Street Band: Live in New York City
Iron Chic: You Can’t Stay Here
The Menzingers: On The Impossible Past
Saves The Day: Stay What You Are
Taking Back Sunday: Tell All Your Friends
Third Eye Blind: Self Titled
The Starting Line: Say It Like You Mean It