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1. How long will it take for my order to arrive after I make payment?

Once your order has been placed and you have an order #, it will be picked and then shipped. Deliveries to the Robertson College Campuses are available for pick-up once a week. If you require your order sooner than the next delivery date, please email robertson@merchcenter.com.

2. How do you ship my orders?

Orders are delivered via courier once a week to the Robertson College Campuses. 

3. How will I know that you have received my order? Will I receive a receipt or notification by email?

Once you have placed your order, you will receive an order confirmation via email.

4. How do I cancel or change my order?

If you need to cancel or change your order, please email robertson@merchcenter.com and request a cancellation or change. If your order has already shipped then your order will need to be picked up from the Robertson College Campuse and exchanged or returned.

5. How do I exchange my order?

To coordinate an exchange, please contact robertson@merchcenter.com with details of your exchange.

6. What is the refund policy and who do I contact regarding refunds?

If you would like to request a return for any items that are in the current inventory on the online store, please email robertson@merchcenter.com ‘Request RA #’ in the subject line along with the following information:

  • A copy of the order confirmation
  • Reason for Return
  • Please specify if an exchange or a credit is required.
  • All returns for new items must be made within 30 days, with original tags attached. Items must be received back in new condition.

MerchGlobal’s customer service team will issue a RA# which needs to be attached to the shipment. Once your shipment is ready to be returned the Robertson College Onsite Contact/Brand Ambassador will arrange return shipping to MerchGlobal’s warehouse. Once the items arrive back to MerchGlobal’s warehouse and have been reviewed, arrangements will be made to issue a credit or replacement item as per what was agreed.
If an item is received that has a manufacturer defect or is damaged, please email robertson@merchcenter.com for further information. We will require photos of the damaged or defective item so that we can deem next steps. Anything that was bulk ordered or for a specific project cannot be returned.

7. If I lose my voucher code can I be re-issued a new one?

If you are issued a voucher code to redeem a product and then lose the code we are unfortunately unable to give you a new code. Make sure you keep your voucher code safe!