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Shipping & Payment Terms

Please read completely for important details on expected shipping and delivery times before reaching out to Customer Service.

Order Cancellation Policy - Important

  • Items are produced on demand when your order is placed. You may only cancel your order up to 6 hours after you placed it. If you've made a mistake, please message us immediately via email at customerservice@dragqueenmerch.com and we will process your request as soon as possible and let you know if we were able to update your order accordingly.
  • Emails over night and on the weekends may not be seen until the next business day.
  • DragQueenMerch.com is not responsible for incurring charges to reship or replace an order if incorrect information or address has been provided. 

    Key Shipping Details

    • Most items ship separately from our multiple factory and warehouse locations. Shipping and handling will be applied to each item individually. Our website is programmed to offer you the most economical methods of shipping based on your combination of products ordered unless otherwise chosen.
    • Orders are processed and shipped out in 3–5 business days. All of our items are produced at time of order. 
    • Tracking activity for UK Listing Items (shipping from our UK location to the US) may experience a lag of updates from USPS.
    • To provide low-cost, fast shipping from our UK factory, USPS shipping labels are prepared early during production, and a large batch of orders are shipped daily via Fedex to our US facility where they get handed off to USPS to complete delivery. There is typically a 5 business day "In Pre-Shipment" lag between the tracking being issued and activity on the package actually showing so don’t be concerned if you don’t see any updates.
    • Once the package gets handed to the USPS it generally delivers in 2 - 3 days throughout the US.
    • We do offer stock items that ship within 1 business day under our "24 hour listings" on the main menu header.
    • During holiday & peak periods you should expect delays due to production schedules. We make every effort to ship as quickly as possible but during holiday times it cannot be avoided. Always check our holiday shipping schedule when ordering gifts to avoid disappointment.
    • All times quoted are based on averages and approximate. We do not guarantee any delivery times.
    • If orders are returned to us due to a wrong address being provided including but not limited to missing apartment #, wrong postal code, missing street #, etc the customer will need to pay for a re-shipping charge to match the costs on the original order. Typically we will not re-ship until the item makes its way back to us and this process can take up to 30 days typically. In some cases, a package may go missing when rejected for a wrong address and DragQueenMerch.com is not responsible to replace these packages. Contact Customer Service to request a re-ship, and an agent will send a re-ship payment invoice.
    • Our production process is automated and if a wrong address is used on an order we will do all we can to update it once notified but cannot guarantee we will be able to make any changes. If an order is shipped to a wrong address due to customer error DragQueenMerch.com is not responsible to replace for free or offer a refund.
    • Please note we cannot be responsible for customs delays.

    We always do our best to get shipments delivered on time and quicker than expected, however, there are situations which are beyond our control. We are not responsible for delays due to any weather conditions, postal delays, incorrect or incomplete shipping addresses, natural disasters, or refusal to accept packages.

    PAYMENT TERMS:

    • We accept payment by Visa, Mastercard, American Express, Diners Club, Discover Card, PayPal and Apple Pay.
    • Payments are processed in USD (U.S. Dollars) by default and captured upon order placement- The site gives the user the ability to checkout in many international currencies as well by clicking on the dropdown menu at the upper right of the home page.

     

    U.S. DOMESTIC SHIPPING:

    • Our Standard Shipping carrier of our choice is the United States Postal Service (USPS) in partnership with DHL E-Commerce and typically any orders on product shipping from within the United States will arrive to the end consumer once shipped in 7-10 business days. By choosing expedited shipping you will cut off a few days from the standard rate. For orders shipping from China to the United States average delivery time is 2 – 3 weeks from date of order processing.

     

    INTERNATIONAL SHIPPING:

    • We ship Internationally to over a 150 countries via either the US Postal Service (USPS), DHL Express, Deutch Post, Royal Mail or the FedEx International Mail System (FIMS). All carriers deliver to your local Customs agency and will be delivered by your local postal service.
    • International deliveries can take up to 30 days although most are average about 2 weeks. We have no control of delivery times once orders are shipped. Delivery to Canada can average 45 days and take as long as 60 days to deliver. 
    • Tracking for shipments to Canada from our U.S. location will stop once the shipment has arrived at Canadian customs. This out of our control and a result of Canada's local postal system processes. This issue of unavailable tracking may include other countries.
    • For items in UK Listings, tracking is only available when shipped to U.S. and UK from our UK location. All other orders are assigned a Royal Mail reference # but they are not trackable. 
    • Orders shipping to Argentina, Australia, Brazil, Canada, Chile, Mexico,The Russian Federation, or Venezuela, can arrive within a month, but often take 5-8 weeks to arrive due to their extensive Customs processing

    * PLEASE NOTE:

    CERTAIN COUNTRIES MAY CHARGE ADDITIONAL CUSTOMS FEES AND INDEPENDENT CARRIER CHARGES. WE CANNOT ANTICIPATE THESE COSTS AND WILL NOT BE ABLE TO REIMBURSE YOU FOR ANY ADDITIONAL FEES INCURRED. BEFORE PLACING YOUR ORDER, PLEASE CONTACT YOUR LOCAL CUSTOMS OFFICE TO FIND OUT WHAT KINDS OF FEES YOU CAN EXPECT.

     

     

    U.S ORDERS - GENERAL FAQs

     

    Q: Do you ship to P.O. Boxes?

    A: Nope.

     

    Q: I haven’t received my item. Who should I contact?

    A: All orders are processed Monday through Friday except on weekends or holidays. If you still think your order is missing, email us at customerservice@dragqueenmerch.com

     

    Q: Why is my order tracking number not recognized?

    A: Your tracking number won’t be recognized until approximately 24 – 48 hours after your order has shipped. This is the time needed for their online tracking system to update. Try tracking your package again the following day and follow it to your front door! There are times during peak season especially where the postal service gets very behind in scanning packages so tracking activity will not be displayed. This is out of our control and solely based on the carrier.

    For items shipping from China it is common to see initial tracking details and then your activity updates will go dark until it gets to your local customs office. 

    Any questions about orders or tracking you can always feel free to email us at customerservice@dragqueenmerch.com and we will reply as fast as possible.

     

    Q: How will you notify me if there is a problem with my order?

    A: All order communication is done via email, so it’s important that your email address is accurate and current.

     

     

    INTERNATIONAL ORDERS - GENERAL FAQs

     

     

    Q: Do you ship orders overseas?

    A: Yes, we ship orders all over the world. All order communication will occur via email, so it’s very important that your email address is current. Please make sure to double-check the shipping address, too.

     

    Q: Why does International shipping cost more?

    A: International shipping costs more because your package is insured and shipping carrier fees are higher for further destinations. 

     

    Q: How much will I pay for International shipping?

    A: Your shipping price will be determined at checkout based on the item ordered, where its shipping from, shipping destination, and the costs we are charged by the carriers.

     

    Q: What are my International shipping options?

    A: The United States Postal Service (USPS) is the preferred shipping method for dragqueenmerch.com. Please note that we do not offer Overnight or Second Day deliveries for international orders at this time.

     

    Q: How long will it take my International package to arrive?

    A: International deliveries can take up to 30 days although most are average about 2 weeks. We have no control of delivery times once orders are shipped. Delivery to Canada can average 45 days and take as long as 60 days to deliver. 

    Customs inspections may cause unforeseeable delays, both when leaving the United States and entering another country.

     

    Q: Are there any other charges, taxes or duties?

    A: You may be subject to import duties and taxes that are levied once a shipment reaches the destination country. Neither the U.S. Postal Service nor dragqueenmerch.com can be held liable for any additional charges you may incur. Additional charges for Customs clearance must be borne by you. Dragqueenmerch.com has no control over these charges and cannot predict what they may be.

    Each country has their own Customs regulations that may or may not charge for certain types of merchandise or material included in your order. When ordering from Dragqueenmerch.com, you are considered the Importer of Record and must comply with all laws and regulations of the country in which you are receiving the goods.

    Each International order will be accompanied by a Customs form that will document what is in the package and provide a dollar amount of the value of the package. If something is damaged, they will need to know the value of the item(s). You should contact your local Customs office for further information.

     

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