CUSTOMER CARE
Frequently asked questions
Find answers and helpful links for a smoother shopping experience.
Orders
Where can I find my order?
Sign in and open Orders. Choose the order to see its details and any supplied shipment information.
Does a saved bag or design project place an order?
No. A saved selection or private project is separate from an order and does not charge you or authorize production.
Shipping
How is delivery calculated?
Checkout requests a supplier estimate for the selected product options, quantities and address. Review the delivery charge, supplier tax and total before payment.
When will my order arrive?
We show production and delivery estimates when the supplier provides them. No delivery date is promised when that information is unavailable.
Payments
Which currency does the store use?
Product and checkout amounts are shown in USD. Review any conversion shown by your payment provider before approving payment.
When is payment confirmed?
The website checks the provider result against the matching order reference, amount and currency. A return link or unverified message alone does not confirm payment.
Personalization & artwork
How do I start a custom project?
Sign in and open Design Studio. Start a private artwork project or request a professional design quote. Product approval, any design fee, merchandise and delivery are separate.
Why might artwork upload be unavailable?
Uploads require the configured file validation and scanning. You can still save a project request and contact the team when the upload option is unavailable.
Sizing & colours
Are the colour dots and sizes real product options?
The controls use the options confirmed for that supplier product. Some designs have only one colour. Changing an option can change the price.
How should I choose a size?
Use the options and any product-specific sizing information provided for that product. Compare with a garment you own where measurements are available; do not assume that every product uses the same fit.
Returns & support
How do I report a damaged or incorrect item?
Contact info@superb-merch.com or your account support area promptly with the order reference and a description. We may request clear photographs. Applicable consumer rights remain in place.
How quickly will Superb Merch respond?
Our support-response target is 12–24 hours. Resolution and refund-processing times depend on the issue and the relevant service provider.