Customer Service - Returns/Exchanges
When it comes to customer service, OCGS is committed to providing the best experience for our valued customers. We understand the importance of prompt and efficient service, and we strive to exceed your expectations in every interaction.
Our dedicated customer service team is highly trained and knowledgeable about our products and policies. They are here to assist you with any questions, concerns, or issues you may have. Whether you need help with sizing, product recommendations, or order tracking, our team is ready to provide the support you need.
We pride ourselves on our quick response times. We aim to respond to all customer inquiries within 24 hours, ensuring that you receive the assistance you need in a timely manner. Our team is available via email, phone, and live chat, making it convenient for you to reach out to us in your preferred method of communication.
Business hours: 9:00 to 5:00 Monday-Friday (PST)
Email: customerservice@merchwide.com
Returns & Exchanges
Return Guidelines
IF YOU RECEIVED AN ITEM THAT DOES NOT FIT PROPERLY OR YOU HAVE DECIDED YOU NO LONGER WANT THE ITEM, WE REQUEST THAT YOU SEND THE ITEM BACK TO OUR FACILITY WITHIN 30 DAYS OF RECEIPT. THE ITEMS MUST BE UNWORN AND UNWASHED. UPON RECEIVING AND INSPECTING YOUR RETURN, WE WILL ISSUE A STORE CREDIT TO YOUR ACCOUNT. YOU MAY USE THE STORE CREDIT TO GO INTO THE STORE AND PURCHASE THE SIZE, COLOR, ITEM, ETC. THAT YOU PREFER.
PLEASE ADDRESS THE RETURN TO:
OCGS
603 E ALTON AVE SUITE G
SANTA ANA, CA 92705
*SHIPPING COST & SHIPPING SALES TAX INCURRED FOR RETURNS ARE NON REFUNDABLE AND WITHIN THE CUSTOMER’S RESPONSIBILITY.
Exchange Policy
Exchanges can be made by shipping the product back to the OCGS. Please attach a letter with your account info, Order #, and contact info. Once we receive product you will receive an email with store credit. You will be able to log in and place another order with correct size. Also please check the site or call us for product availability before sending back your exchange.
Damaged Goods
Defective and/or damaged merchandise due to shipping must be reported within 30 days of purchase or will no longer be accepted. Please notify by email and send a photo of the damaged goods with a description of what is wrong. We will gladly replace goods.
SHIPPING
DOMESTIC (within the US) orders usually take 3-4 business days from shipment date to be delivered. Just because you receive an email saying your item was shipped does not necessarily mean it will be shipped that day; it just means the order was processed for shipment. Your order will be processed and sent to our fulfillment area to be fulfilled as fast as possible. Orders usually take 1-3 business days to be processed and shipped. We currently use two type of shipping processes.
USPS:
First class 2-5 business days transit
Priority Mail: 1-3 transit
FED EX:
Ground: 4-7 business days
FedEx express saver: 3 Business days
2 Day: 2 business days
Overnight: 1 business day
*Keep in mind that all orders have a 1-3 day processing packing period before shipping transits apply.
FAQ
Q: When will I get my order?
A: All orders are processed by our office within 3 business days, and are shipped within a week of processing. Delivery varies based on your distance from our warehouse (603 E Alton Ave Unit G Santa Ana Ca 92705), but is usually 5-7 business days. International orders can take over 7days - 3 weeks to be delivered, so thank you for your patience.
Q: What forms of payment do you accept?
A: We gladly accept Visa, MasterCard & American Express
Q: Can I exchange or return an item I ordered?
A: Yes. Unworn items and accessories can be returned or exchanged, however Please attach a note in the package stating reason for return/exchange. (Please call or check online for product availability). Exchanges and Returns will receive a STORE CREDIT. See above for limitations.
Q: What is your address?
A: Address: 60e E Alton Ave Suite G Santa Ana Ca 92705
Q: What if I accidentally list an incorrect address as my shipping address?
A: Please email or call customer service immediately with “WRONG SHIPPING ADDRESS” as the subject. In the body of your email, please include your name and your “Order Number”
Q: I want to order something, but it’s out of stock! When will you get more products in?
A: Check back for updated stock (we are constantly updating the store) Items in this store tend to sell our quickly.
Q: My card was declined but I still was charged
A: The charge is a pending transaction and will fall off within 2-3 business days. Your Credit card company or bank will hold these funds for your own safety.
Q: I have multiple transactions on my bank statement.
A: Multiple transactions usually show on your card because the credit card was declined because of wrong information entered like address, security codes, etc. If you get a confirmation order from our store via email, you got a successful transaction. All other transactions will fall off your back account in about 3 business days.