Shipping & Payment Terms
For any questions or comments our email is firstname.lastname@example.org. Please read completely for important details on expected shipping and delivery times.
Order Cancellation policy - Important
- As most of our items are produced on demand at 3rd party factories and our intention to deliver orders as quickly as possible we have a 6 hour waiting period prior to most items being pushed into production. After 6 hours has passed from the time an order is replaced while we can try to cancel your order if you change your mind or update your address if you've made a mistake we cannot guarantee we will be able to do so. Please message us immediately via email at email@example.com and we will process your request as soon as possible and let you know if we were able to update your order accordingly.
- Please note emails over night and on the weekends may not be seen until the next business day.
- DragQueenMerch.Com is not responsible to reship or replace an order at no charge if incorrect address has been provided.
Key Shipping details
- Please note most items ship separately and in many cases orders with multiple items ship from multiple 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.
- All of our items are custom made and produced at time of order. Please note average ship time for the majority of our items is 3-5 business days. The shoes take an average of 5 - 6 days to be produced and shipped, long sleeve tees with sleeve prints 5 – 7 business days and sublimated blankets 7 – 10 business days.
Please note, with any items shipping from the U.K. to the US there will be a lag between receiving the tracking information being sent and the customer seeing actual movement from the US Postal Service.
The way we are able to deliver quickly from the UK and keep shipping costs down is that the UK factory prepares USPS shipping labels as the items are produced and then ships over a large batch of orders via Fedex daily to a US facility where they get handed off to the US Postal Service. There is typically a 5 business day "In Pre-Shipment" lag between the tracking being issued and movement on the package actually showing so don’t be concerned if you don’t see anything happening.
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 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. There are times the package just goes missing when rejected for a wrong address and DragQueenMerch.com is not responsible to replace these packages. Payment for re-ship needs to be submitted via PayPal to firstname.lastname@example.org and amount will be confirmed via email.
- 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 to customer error DragQueenMerch.com is not responsible to replace for free or offer a refund.
For our non-clothing items, phone cases, sneakers, etc, production and shipping is from China. Typical delivery on accessory items from China runs 2-3 weeks with the exception of the sneakers which can take 3 - 4 weeks.
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.
- We are currently accepting 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.
Where we Ship
- DragQueenMerch Ships Internationally to over 150 countries typically via U.S. Postal Service International Mail and their affiliates.
- 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.
- dragqueenmerch.com ships 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 ship times once we've shipped the items. Delivery to Canada very often will average 45 days and take as long as 60 days to deliver.
- When shipping from the U.S. to Canada and the U.K. tracking will stop once the shipment has arrived at Canadian customs. This has nothing to do with DragQueenMerch but a symptom of local postal system processes and out of our control. When shipping to most other countries tracking will stop upon exporting from the U.S.
- UK listings are only trackable to U.S. and UK, all other orders are provided with a Royal Mail reference # but they are not trackable.
* PLEASE NOTE: CERTAIN COUNTRIES CHARGE ADDITIONAL CUSTOMS FEES AND INDEPENDENT CARRIER CHARGES. DRAGQUEENMERCH CAN'T 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.
- 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.
United States Shipping & General FAQs
Q: Do you ship to P.O. Boxes?
Q: I haven’t received my item. Who should I contact?
A: All orders are processed Monday through Friday but are not processed or shipped on weekends or holidays. If you still think your order is missing in action, email us at email@example.com
Q: Why doesn't the shippers web site recognize the tracking number for an order I placed?
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 updates will not show up. This is out of our control.
On international shipments we typically lose visibility of the tracking once an item makes it through your local customs office. For Canada specifically when a package makes it to Canada there are no tracking updates offered by the Canadian postal system.
For items shipping from China its commonplace for you to see initial tracking details and then your package 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 firstname.lastname@example.org 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 typically arrive within 10-14 business days but can take up to 30 days. Customs inspections may cause unforeseeable delays, both when leaving the United States and entering another country.
- Processing time does not allow for any issues that may occur during payment authorization.
- Certain countries may charge additional fees, such as custom fees and independent carrier fees.
International Shipping 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 tracked and insured and we are charged more by the postal agencies. Although dragqueenmerch.com does not charge a handling fee, there is an increased cost when tracking and insuring packages beyond our borders.
Q: How much will I pay for International shipping?
A: Your shipping price will be determined online by the item ordered, where its shipping from and the costs we are charged by the carriers.
* PLEASE NOTE: CERTAIN COUNTRIES CHARGE ADDITIONAL CUSTOMS FEES AND INDEPENDENT CARRIER CHARGES. DRAGQUEENMERCH.COM CAN'T 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, OR BRANCH OFFICE OF THE U.S. POSTAL SERVICE, TO FIND OUT WHAT KINDS OF FEES YOU CAN EXPECT.
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 orders typically arrive within 10-14 business days. 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.