FAQs

PRODUCT INFORMATION

Are these shirts genuine? 

Yes, we are an official merchandise supplier for all of the artists represented on our website.

What are the actual sizes for your shirts? 

We use a variety of shirts from different manufactures, so the fit of each shirt will vary by style.  Ladies tees in particular are wildly variable depending on the cut of the shirt.  If you have questions about a specific shirt, please use the contact us form and we’d be happy to give you details.  Sizing for a common unisex tee is below. 

Unisex Sizing:

 

Pullover and Zip Up Hoodie Sizing:

 

RETURNS

What is your return policy?

ALL SALES ARE FINAL. Forward Merch does not offer refunds.

If you ship product back requesting a refund, the refund will not be issued and you will forfeit the merchandise. 

Exchanges can only be processed for customers shipping within the U.S. International product exchanges are not available.

EXCHANGES

Can I exchange a shirt for a different size? 

We will process an exchange for size only (excluding custom printed products). We will not process exchanges for a different shirt style or merchandise item. Size exchanges will only be processed for shirts that are unwashed/unworn and purchased within the past 30 days. Please follow the size exchange procedure outlined below. A pre-paid return envelope is required. If an exchange request is submitted without a pre-paid return envelope, the merchandise maybe be forfeited at a customer loss.

All sales are final on the custom printed products We can not exchange custom printed products for a different size.

To exchange an unwashed/unworn shirt for a different size, please send the shirt to the address below. Include a self addressed, pre-paid postage envelope for us to send you the new shirt in. We are not responsible for lost or stolen packages, so we suggest purchasing tracking numbers and insurance for both shipments. Also enclose a note stating which size you would like to exchange for.

FORWARD MERCH
ATTN: EXCHANGES
111 VENTURE DRIVE
DOVER, NH 03820

We are unable to guarantee exchange availability, as there is a possibility that a style/size may not be available for an exchange. If this happens, we will contact you regarding options on merchandise substitutions. Please allow 2-4 weeks for processing and delivery.  

I received a damaged item, how do I exchange it? 

If you receive a damaged merchandise item, please submit an inquiry using the Contact Us form on the home page.  Also include your order number, a brief description of the damage and your shipping address. This email must be sent within 14 days or purchase. We will review this information and reply regarding how we plan to resolve the issue. If we determine a replacement is needed, it will be an even exchange for the same exact item. Forward Merch reserves the right to make all final decisions regarding exchanges, including not replacing a damaged merchandise item. 

I received the incorrect item or size in my order, how do I exchange it? 

Send an email using the Contact Us form on the home page, outlining the situation and we will respond.  If Forward Merch is responsible for a fulfillment error, we will send you a pre-paid return label to ship us back the incorrect merchandise. Upon receipt of the item, we will re-ship the correct item.

If you ordered an incorrect item or size, please see the return and exchange policy outlined above. 

Can I stop by the warehouse or office to process an exchange?

We are unable to process exchanges in person. All exchanges must be conducted by following the procedure outlined above. 

GENERAL QUESTIONS

How will I know if there is a problem with my order?

We will email you with problems after the order has been processed. This can generally take up to 5 business days after the order is placed. Please ensure that you enter the correct email address when placing your order so that we can reach you if needed.

My country is not listed when I checkout, why is that? 

Shipping to the following countries is not available due to high risk of fraudulent orders and/or a low probability of delivery being successful.

Restricted Countries Include: 

Afghanistan, Angola, Argentina, Azerbaijan, Bahrain, Bangladesh, Bhutan, Bosnia & Herzegovina, Botswana, British Indian Ocean Territory, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cape Verde, Central African Republic, Chad, Cocos (Keeling) Islands, Comoros, Congo - Brazzaville, Congo - Kinshasa, Croatia, Cyprus, Côte d’Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, India, Indonesia, Iraq, Ireland, Israel, Jordan, Kazakhstan, Kenya, Kuwait, Kyrgyzstan, Lebanon, Lesotho, Macao SAR, Madagascar, Malawi, Malaysia, Maldives, Mali, Mauritania, Mauritius, Mongolia, Morocco, Mozambique, Myanmar (Burma), Namibia, Niger, Oman, Pakistan, Philippines, Qatar, Russia, Rwanda, São Tomé & Príncipe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Somalia, South Sudan, Sri Lanka, St. Helena, Sudan, Tajikistan, Tanzania, Togo, Tunisia, Turkey, Turkmenistan, Uganda, United Arab Emirates, Uzbekistan, Venezuela, Vietnam, Western Sahara, Yemen, Zambia, Zimbabwe

If I order an item online, is it guaranteed in stock? 

No, there are rare occasions that an item posted on the website as “in-stock” actually has no inventory available.

If my item is out of stock will I need to re order or will it be shipped to me automatically?

If an item that was ordered is out of stock, your order will be canceled and you will be asked to re-order the item when it becomes available again. We ask that you check the website regularly for availability updates.

Are the items on your web site official merchandise? 

Forward Merch is the official merchandise supplier for all of the artists represented on our website. All our products were approved by the production team for each artist. 

Do the shirts displayed match the actual shirt? 

Some colors on your computer screen may not exactly match the actual print on the shirt.

Can you send me autographed items?

Forward Merch only handles the merchandise operations and therefore we do not have access to autographs unless it is available on the website.

Are you able to pass along fan mail?

We cannot pass along any fan mail. Any fan mail sent to us, including emails will be discarded.