If you have ordered a merch product from one of your favorite streamers and are running into issues with an order, this article should help resolve any order issue.
How do I cancel my order?
Cancellations are only possible within 18 hours of the order being placed. This is because cancellations need to happen before items go into production. Reach out to our support team and we can confirm whether or not a cancellation is possible and provide a refund if your cancellation goes through.
The print I received does not look good
This can happen, and we are here to help. Lay the item flat (if possible), and get a picture of the full item. Then get a close up picture of the issue with the item. From there, head on over to this form with your order number and we will get back to you as soon as possible. We can replace the product for you at no cost to you to make sure you get the product you ordered at the quality we all want.
My item has not arrived
Shipping can take time. We have a 7 business day expectation for production before your item ships. When it ships, you will receive a tracking number. Once you have that, we have up to 30 business days for the item to arrive. In most cases, the time is between 3-7 business days, however in some cases the full 30 days is needed. Once this timeframe has passed, please reach out to us immediately so that we can get a replacement sent out. We have up to 28 days from the expected delivery date to be able to get a replacement from our vendor. If you do not reach out within that time frame, we will assume that you have received the item.
My item arrived damaged
When an item comes damaged, please make sure to accept it from your shipping carrier. We require a picture of the damaged item to get a replacement shipped out. When a package is refused, it can take up to 4-6 weeks for the item to return before we can confirm damage. Get that picture without hurting yourself (broken mugs are dangerous) and reach out to us here and we will get it taken care of for you.
I got an item, but it is definitely not what I ordered
Sometimes items get mixed up when being packed and shipped out. Take a picture of the item you received and reach out to us here and we will get the right item shipped out to you.
How do I return my item to receive a replacement?
In most cases, you do not need to return the item to get a replacement. In the rare event that we do require the item to be returned, we will provide you with a shipping label and instructions in the support ticket. Have other questions that don’t seem to fit? Send us a ticket here, or email us at merch (at) streamelements.com and we will get back to you as soon as possible.
Will the owner of the store be penalized if I cancel my order or request a refund?
No, they won’t. We understand that sometimes, through honest mistakes, our vendors may produce bad prints or accidentally send out incorrect products. This is in no way the fault of our creators and they will not be negatively affected by your cancellation or refund requests.