Aloha and thank you for choosing Passport Merch!
Please feel free to reach out to us with any questions about our products and/or brand at support@passportmerch.com or +1 (848) 628-4762 (USA company line).
RETURN REQUESTS
You can also email us at our support email if you need to initiate a return request within 14 days of receiving your item by following the instructions below. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Passport Merch products are printed/packaged in and shipped from the Mainland USA (except for some international orders) by industry-leading 3rd party printing partners. We pride ourselves on quality and constantly evaluate these printing partners. So far, our defect rate has been less than 0.1%, BUT we recognize that nobody is perfect and mistakes can happen.
Please inspect your products immediately upon receipt for any defects AND take photos of any defects. If the defect is in the product materials, separate from the print, please try to include both the defective material and the graphic print in the same photo. Take multiple photos if necessary.
In the case where you are not satisfied with your product, please initiate the return process following the steps below.
PLEASE:
(a) do not ship back to the Mainland USA return address listed on your packaging (we will send you a return label to ship to a MAUI, HAWAII return address) and
(b) do not attempt to reverse order charges with your financial institution without contacting us first. Frivolous reverse charge attempts only result in (1) unnecessary administrative burden as parties take time collecting and submitting transactions evidence and (2) negative impact to Passport Merch's ability to continue operating, as too many reverse charge requests can cause credit card companies to refuse payment for orders on PassportMerch.com.
Mahalo for your kokua.
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RETURN PROCESS STEPS
To initiate a return, write an email to support@passportmerch.com with the following details:
- Email Subject Line
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Write "RETURN REQUEST" and your order number, which can be found in your order confirmation email. This will ensure that we are able to retrieve your order details from our CRM system quickly.
- Email Message
- Write the ordered product name and clearly describe the specific defect/damage/inaccuracy/issue that you encountered.
- If you have an issue with multiple products from the same order, please write the product name and issue description in separate follow-on paragraphs.
- Email Photo Attachments
- Please attach photos of the defective/damaged product so that our customer support team is able to evaluate the issue properly.
- Review Your Email for Completeness
- To help us bring the quickest possible resolution to your problem, please double check your email for accuracy and completeness prior to sending.
- Send Your Email
- Our dedicated support team will review your return request and respond promptly. We all take extreme pride in providing 100% customer satisfaction as quickly as possible.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will notify you once we’ve received and inspected your return, and let you know if a refund is approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund after we initiate the transaction reversal. Bank and credit card company processing times are beyond our control.
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EXCHANGES
The fastest way to ensure you get what you want is to return the item you have via the above process. Once the return is accepted, make a separate purchase for the new item.
RETURN ELIGIBILITY
We stand by the quality of our merchandise 100% and pledge to address product defects and/or packing inaccuracies promptly. As with all high volume e-commerce businesses, mistakes sometimes happen (though rare), and we are committed to making things right.
Please inspect your order upon delivery and contact us immediately (within the 14-day return window) per the above instructions if an item is defective/damaged or if you receive the wrong item. Return requests related to product quality and or shipment accuracy will be resolved to your 100% satisfaction.
INELIGIBLE RETURNS
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Returns for buyers remorse are not accepted. Unfortunately, since all of our items are custom printed upon order, we cannot accept returns for reasons of buyers remorse, i.e., the product is totally fine but you decide you don't really want it anymore. Accepting returns for such a reason jeopardizes our ability to continue operating our business of offering high quality merchandise at reasonable prices.
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Returns of items used and/or worn out are not accepted. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. This is why it is important to inspect your package upon receipt.
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Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
