We know these are difficult times for everyone, and we have been so grateful for the positive messages we've received from our community. We are closely following official regulations to ensure we are prioritising the well-being of both our staff and customers.
This means we are operating with smaller teams and shorter shifts. As a result US and Canadian orders could take 10 - 20 working days to be delivered and International orders may take longer. But please rest assured your order will still be delivered to you as quickly and as safely as possible. We appreciate your patience in these difficult times.
We recommend monitoring your local postal service for up-to-date information on deliveries in your local area, as these vary from region to region. Please feel free to reach out to us anytime if there are any concerns about any order in transit.
Because the situation is complex and constantly developing, our delivery times may also change, and we will endeavour to do our best to keep the information on our site up to date. Rest assured that we are following the situation closely, if anything changes, we’ll let you know.
Your support means a lot to us, especially during this time. Stay safe and take care of each other.
The Fresh Merch team
Q: 'How long will my order take to be delivered?'
US and Canadian orders could take 10 - 20 working days to be delivered and International orders may take longer. But please rest assured your order will still be delivered to you as quickly and as safely as possible.
Q: 'Is my order still coming?'
There may be a delay with your order, but rest assured it is on its way to you. We recommend keeping an eye on your local postal service's website for up to date info on the current status of the delivery service, as this varies from area to area.
Q: 'What extra precautions are in place at the warehouse?'
It has been determined that the likelihood of being exposed to Covid-19 through shipped items is very low. We are taking all necessary precautions in accordance with the guidelines set by the CDC and WHO.
- We have introduced social distancing measures, maintaining a 6-foot distance between each station.
- We've increased our scheduled cleanings at all our fulfilment centres
- We are also distributing PPE such as safety masks and gloves.
Q: 'Non contact postage'
Some local delivery services are opting to use 'non contact delivery' - a method that involves the postal worker knocking your door and leaving the parcel on your doorstep instead of handing it to you directly, to avoid direct human contact.
Q: 'My order has reached my country but the tracking hasn't been updated for a few days.'
Unfortunately, we are experiencing delays with some orders at the customs stage of the delivery as parcels move between countries, particularly for orders with a Canadian delivery address. This is due to limited transportation availability and current safeguarding restrictions set by local government, which has reduced the amount of staff able to work at one time. Customs are also prioritising shipments of medical equipment over commercial packages. Your parcel may be stuck at this stage for a few days as customs prioritise packages but it will be on its way to you soon.
Q: 'Are there countries that you cannot ship to at the moment?'
Usually we are able to ship worldwide but due to current restrictions there are some countries that we are unable to ship to. We will work to get our usual shipping coverage up and running as soon as we are able to.
Countries we cannot currently ship to (last updated 16 June 2021):
Brunei, Crimea, Cuba, Eritrea, French Guiana, French Polynesia, Guadeloupe, Iran, Laos, Martinique, Mongolia, Myanmar, North Korea, Reunion Island, Samoa, Saint Pierre and Miquelon, South Sudan, Syria, Tajikistan, Timor-Leste, Turkmenistan, Yemen.