Store Policies
Delivery
When will I get my order?
On Demand Merch
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time
depends on your location, but can be estimated as follows:
- Canada and USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
PLEASE NOTE: Some sizes and colours cannot be fulfilled at all facilities and therefore may fall under the international timeline.
On Hand Merch
Usually is shipped within 1-2 business days and shipping time depends on the shipping method chosen at checkout.
Where will my order ship from?
On Demand Merch
We work with an on-demand order fulfillment company with facilities worldwide!
On Hand Merch
Is shipped from Kingston, Ontario.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control
and is assessed by your local customs office. Customs policies vary widely for every country so
please check with your local customs office directly to see if they apply duties and taxes to your
purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your
neighbour’s, get in touch with us at info@scottowenmusic.com with your order number.
If you did find a mistake in your delivery address and the product was returned to the warehouse,
we can send you a replacement order, but shipping will be at your own cost.
Orders
How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on
where you are, your orders are printed and shipped from the facility that can do it most efficiently!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about
your tracking or shipment, drop us a line at info@scottowenmusic.com.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you
quickly, please email us at info@scottowenmusic.com within two weeks' time with photos of the
damaged product, your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!
Returns
What's your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let
us know by contacting us at info@scottowenmusic.com!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of
these apply, please contact us at info@scottowenmusic.com with photos of wrong/damaged
items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our
sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let
us know at info@scottowenmusic.com within two weeks after receiving your order. Include your
order number and photos of the mislabelled item, and we’ll send you a new one, or issue a
refund!
Printful (On Demand) Return Policy
Any claims for misprinted/damaged/defective items must be submitted within 2 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you or your customers notice an issue on the products or anything else on the order, please submit a problem report.
The return address is set by default to the Printful facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks.
