If you've purchased a merch item in a creator's store and have questions about your order, this is exactly the place for you!
Upon successfully placing an order, you will be emailed an order confirmation which will include your Order ID number and the order summary. There is an 18 hours pending period before we send the order into production. During those 18 hours you can request for changes to be made to the order itself (in case of a mistake in size or color of an item upon placing the order) or its shipping information.
This 18-hour window allows us to also cancel an order and refund it so you can reorder, if needed (in cases of a mistake in quantity, for example).
For any issues, please use this form.
Table of Content
- How long does production take?
- And Shipping?
- Can I enter my shipping address in my own language?
- I need to cancel my order! How do I do that?
- How can I track my package?
- When can I ask for a refund for an order?
- Where are the items produced?
- What about import duties or customs fees?
- I paid for expedited shipping, it has been five days and I still didn't get an email with tracking information, where is my package?
- I received a broken mug and I want it replaced, how do I do that?
- I received the wrong items by mistake, how do I go about returning them?
- I've placed an order to a specific address but I'm moving and the package still didn't arrive, can I change the shipping address?
Frequently Asked Questions
How long does production take?
Production takes up to 7 business days, normally shipping out within 3-4 days (business days are Monday to Friday).
International deliveries can take up to 30 business days to arrive.
Domestic deliveries can take up to 15 business days to arrive.
Can I enter my shipping address in my own language?
Please use English characters only when placing an order. Non-Latin characters (including accented characters) will appear as question marks on your shipping label which will cause delays in your order arriving.
I need to cancel my order! How do I do that?
After the order is sent to production, if you want to cancel it before it's shipped, let us know - we will try our best to get in touch with our fulfillment centers and vendors to cancel the order, however, there is no guarantee we will be able to cancel the entire order at that stage. Depending on the situation, we can determine the amount that can be returned.
How can I track my package?
Once the order moves into its shipping stages, you will be updated via email - it will contain the package's tracking number and its tracking URL.
We recommend using this website to track your package as it has shown to be most reliable.
When can I ask for a refund for an order?
You will be able to request for that by using this form.
Before we can contact the fulfillment center to check the whereabouts of a package, we will need to allow the estimated 15 or 30 business days to pass. If it hadn't arrived by that time, we will be able to offer a refund for the missing item\s, or a replacement.
If your item does not meet your expectations, make sure to fill out the form as best as you can so we can resolve the issues as quickly as possible.
Where are the items produced?
Orders from the EU are manufactured in our EU facilities.
Currently available for T-Shirts, Hoodies & Mugs.
There are flat shipping rates for domestic/international orders and tracking is included.
Some sizes (3XL shirts) and color variations ship from USA towards EU.
For colors specifically, if its shipping from USA, it is due to shortage with the EU vendor.
At the moment, the following items are produced exclusively in the USA:
XXL Mousepads, Mousepads, and Stickers.
What about import duties or customs fees?
While we have done everything we can to reduce the chances of a customs or duties charge, these are in the end at the decision of local customs. StreamElements is not responsible for these fees and are unable to add them into the shipping costs. Please be aware of your countries regulations, duties and customs taxes before ordering, as once the item enters production (within 18 hours of order creation), we are unable to offer a refund. For reference, the UK is no longer a part of the EU so this will likely result in a fee that needs paid.
I paid for expedited shipping, it has been five days and I still didn't get an email with tracking information, where is my package?Probably still in production. If you've paid extra for shipping, it is shipping that should be expedited. Unfortunately we have no way to expedite production of items and we cannot predict how long it will take for a specific item to be produced. Please take that into consideration when placing an order.
I received a broken mug and I want it replaced, how do I do that?Please navigate to https://strms.net/merch-support and fill in the relevant details in the form. Most importantly, provide your Order ID, an image of the broken mug with the design facing the camera, and your original shipping address for confirmation. We can immediately issue a replacement for an item that has arrived damaged, like a broken mug, a torn shirt, etc.
I received the wrong items by mistake, how do I go about returning them?The fulfillment center doesn't keep stock due to the one-off nature of the production operation (items are produced specifically based on orders). Reach out to us via the mentioned form, make sure to provide your Order ID and original shipping address for confirmation, and upload pictures of the items you have received and the shipping slip of the package it arrived in. We will request our fulfillment center to issue a replacement order with the correct items. You will be able to keep the items you've received (or give them away to someone who might need a warm hoodie).
I've placed an order to a specific address but I'm moving and the package still didn't arrive, can I change the shipping address?Sure! If the order is still in its initial pending stages, we can do that for you. Simply reach out to us via the form and make sure to include the correct shipping address.
In case the order is already in production we will need to ask the fulfillment center to do that for us. If the order was already shipped out, we will not be able to change the address. In such a case, you will need to accept the delivery at the original address that was provided.
Note: In case a package didn't arrive and the shipping address provided for confirmation is different than the originally provided shipping address, you will be charged extra for that change in addresses.
As stated above, in case you have a question this FAQ doesn't answer, or for any issue whatsoever regarding your orders, please use this form to reach out to us, we will be more than happy to help!