Frequently Asked Questions

Basic Order Information

How do I contact Customer Service?

When should I receive my order?

Shipping and Handling?

What form of payments do you accept?

Sales Tax

How do I change my order?

Returns / Exchanges

Gift Orders (shipping to someone else you're purchasing for)

Backorders

Pre-Release (pre-order) Items / Sales?

How do I use my discounts or promo code if applicable?

Privacy Policy

Links to other websites

*How do I contact customer service*

Simply email us at MCreekmerchhelp@gmail.com from the email address used to place your order with.

***Before emailing though, first ensure that your question cannot be answered here on the FAQ page.

***When emailing, please email from the address used when ordering, include your first and last name, the order number from your receipt (if you have already placed your order), your shipping address and all other pertinent information regarding your order or general question.

 

*When should I receive my order*

Standard items that are in stock (excluding pre-order items, specialty items, etc.), being shipped to the continental U.S. are sent by USPS (United States Postal Service) normally take between 5 - 10 days to arrive. APO (Army Post Office) and FPO (Fleet Post Office) have an average transit time of 10 - 21 days. Orders to Canada and Mexico may take between 10 - 21 days. Other international shipments are delivered within the same timeframe but "may" be held by "your" local Customs Authority for an additional 10 - 14 days depending on the customs laws in your country. Please allow 4 - 6 weeks for delivery for these international orders. ***NOTE: For international orders, you are responsible for any and all import taxes, tariffs or any other associated fees charged by your Customs Dept., other Government or any other agencies placed on any order you place.

Orders received on weekends or holidays will be processed the following business day. If you have not received your order within a reasonable period of the timeframe listed above please contact customer service at: MCreekmerchhelp@gmail.com

 

*Shipping & Handling Info*

Shipping and handling are a flat fee for the U.S. and International. All items are shipped standard flat rate.

U.S. Standard to include APO's, AF0's etc.
Canada & Other International
$8.95
$19.95

*What form of payments are accepted*

Payments can be made thru PayPal, (Visa, MasterCard, American Express, Discover or PayPal Credit, your own personal Debit card or other as explained below) using a debit or credit card regardless of whether you have a PayPal account or not. If you do have a PayPal account you can use your PayPal account and have the payment deducted from there, your bank that is tied into your PayPal account or with PayPal Credit if you've been approved.

You can also send a postal or other money order or a check to this address:

Please do not send CASH through the mail.

 

*What about Sales Tax*

Tennessee residents are required by law to pay 7% sales tax simply because Creek Merch and Moccasin Creek are based out of the state of Tennessee.

 

*How do I change my order*

First of all, take your time when making the selections and choose the items that you wish to order. When you click the "add to my cart" link you will be given an option there to alter the number of items you have chosen, or remove the item itself and replace with another item or one of a different size etc.

If you click the Pay button and the order was processed and at the last second you decide that you wish to receive another item of the same cost but a different one than the one chosen (ie; a WTF t-shirt was ordered and your significant other says "oh no, I wanted the Hillbilly Rockstar t-shirt instead of the WTF tee, then contact us immediately after submitting your order at: MCreekmerchhelp@gmail.com explaining the reason for your change. Be very detailed, making sure to add the size, type of item etc. The item you're exchanging or wish to change for must be for the same amount as the original item ordered.

If your order has not yet been processed, we may be able to correct it. However, if the product has already been shipped, we will be unable to change any portion of your order. We will not be able to add items to an order once it has been submitted.

 

*Returns / Exchanges*

If you have received damaged, defective or incorrectly shipped merchandise, please return the product within 10 calendar days of receipt following the Detailed Instructions below. We will gladly replace the merchandise without additional charge.

If you have ordered incorrectly or are not happy with your purchase, please follow the Return/Exchange Instructions below and on your packing slip.

***On these returns, original shipping and handling charges are not refundable and you will be responsible for all costs associated with return shipment.


Please include ALL of the following information with your return:

#1: Your Name
#2: Your mailing address
#3: Your phone number (must be a working number)
#4: The Order confirmation number which can be found on your order using PayPal as well as on your packing slip.
#5: A detailed list of what you are returning and why you are returning it.
#6: How you would like us to handle your return or exchange.

***We highly recommend that the items be returned to us using a mail service which provides tracking or insurance.
Mail to:
Moccasin Creek Merch
ATTN: Returns
250 Harper Rd.
McDonough, GA. 30252
Once your return has been received by us, we will exchange your item or credit your credit card accordingly. Please allow 3-4 weeks for your return to be processed.

***BELOW IS A LIST OF NON-RETURNABLE ITEMS:
We aplogize but we cannot accept returns on the below items.
*Any apparel item that has obvious signs of use.
*Any CDs that have been opened (taken out of its plastic wrap) unless it is defective at which time an identical exchange is offered.
*Downloadable media (***Note: All downloadable media purchases are handled through Itunes, Google Play or Amazon. You will need to contact their customer service departments regarding those purchases.)
*Any item that is not in its original condition or damaged in any way. All items are inspected thoroughly prior to being shipped to you, when your order is placed.
*Final Sale or Discontinued Items.

 

*Gift Orders*

If you are ordering an item as a "gift" please note this in the comments section when placing the order. Please make sure that you know the correct sizes on clothing ordered as a gift. If returning a "gift" order for any reason, please refer to the above Return / Exchange description above.

 

*Backorders*

If a product that you've ordered becomes unavailable due to it being backordered ("lack of inventory due to the number or recent orders etc."), we will contact you immediately regarding this. Due to PayPal's operating system your card is charged immediately when the order is placed.

When contacted by customer service we will give you an estimated shipping date on the item or will gladly exchange it for a "like" item of the same price. If there is no other item available that you wish you order and you don't want to wait on the item to become available we will gladly refund your order.

 

*Pre-Release Items*

When ordering a pre-release / pre-sale item, we will make every effort to ensure you receive the item before it hits the main page for release to the general public. However due to the nature of the mail itself, meaning snow storms etc. and other circumstances out of our control can have an impact on this so we can't guarantee an arrival date, excluding digital music.

These items will be listed as "PRE-SALE" or "PRE-ORDER" items. The release or estimated release date will be shown on the item's page on this site. We will notify you via email when the item has been shipped. This pertains mostly to select tunes from an upcoming CD or the entire CD itself. It can however pertain to clothing or other merchandise as well.

In most cases, when you place a pre-order, we will validate and authorize your credit card, which will show up on your bank statement. However, your card will not actually be charged until the product ships. If you see an authorization charge, that money has not been taken out of your account yet. Some pre-orders are charged at time of purchase.

As noted previously on this page, when using PayPal your card is automatically charged at the time or purchase.

If you live in the United States and would like to receive your items on or about release date, please place your order no later than 10 days before the scheduled release date. Keep in mind that if you're placing an international order it will not arrive by the US release date and may take an additional 3-4 weeks to get to you. International orders refer to anything outside of the United States so please allow up to 5 weeks for delivery. Please refer to the "shipping" section regarding customs etc.

Also note that pre-release dates "may" change. Be sure to check on the items page on this site for any such changes or other pertinent information.

 

*Discount Cupons or promo codes*

If you receive a discount cupon in the mail that is vaild only once and for your next order that is placed while the cupon is vaild please reference it in the comment section when you place your order. You will need to make a note of the cupon number / code on the actual cupon that you received. Each individual cupon will have a number / code that will pertain to you (the person placing the order) and again, may only be used once and not be combined with any other special or discount. Also not available for use with items on the "sales" page or noted as being on sale.

 

*Privacy Policy*

Simply put we do not share, rent or sale your information with third parties. We do however store your information to include your name, email address, shipping address, phone contact if applicable regarding your order to ensure we can give you the best possible customer service available. We also will use it to correspond with you concerning your order.

When you place an order with Creekmerch.com, participate in any of our contests or other promotions, you will be automatically signed up to receive email updates. You may removed your email from future notifications unless they pertain to your specific order simply by emailing us and placing in the body of the email "Please remove from promotional email lists".

When you place an order we "MAY" also send you notices about our products, services, contests and promotions through postal mail. Again if you do not wish to receive any type of promotional mails via postal mail, please notify us through our customer service email and simply put "Please remove from postal mail lists". Keep in mind that this method of contact isn't used very often but there is a chance that you could recvied discount cupons, notifications of sales etc. through postal mail as well as through your email service.

When ordering through Creekmerch.com's web site we do not have access to your credit card information. Your order is processed through PayPal's secure sites / servers and the credit card information is not shared with us by them.

 

*Links to Other Websites*

Creekmerch.com may contain links to other sites that are not under our control. They have websites their own guidelines regarding privacy. Make sure to review those policies before communicating / making purchases with these websites. Creekmerch.com is not responsible for any information on other websites or how they handle your privacy. We provide these links solely for the convenience and information of our visitors.

 

PayPal Acceptance Mark

 

Customer Corner

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