1. How can I track my order?
You can track your order status anytime by logging into your account. Once your order ships, you'll receive an email with the tracking number. Standard delivery typically takes 2-3 business days (UTC+8).
2. Can I cancel my order?
Yes, you can cancel orders within 24 hours of placement if they haven't been processed yet. Please contact our customer service team immediately via the Contact Us page.
3. How do I find my correct size?
Visit our Size Guide for detailed measurements for men's, women's, hoodies, bottles, mugs, and tote bags. If your order doesn't fit, we offer free exchanges within 30 days.
4. How do I request a return or exchange?
Submit a return request through our Returns Center within 30 days of purchase. Items must be in original condition with tags attached. Once approved, we'll provide return instructions.
5. How long does a refund take?
After we receive and verify your returned items, refunds are processed within 2 business days (UTC+8). The time to reach your bank account depends on your financial institution.
6. What is the delivery time?
Standard delivery typically takes 2-3 business days (UTC+8). Express delivery is available for faster shipping. Orders are processed Monday to Friday, excluding public holidays.
7. Do you ship internationally?
Yes, we ship to multiple regions. Delivery times vary by location. For international inquiries, please contact us directly for shipping options and rates.
8. How can I stay updated with new products?
Follow our Facebook and Instagram pages for the latest arrivals and exclusive offers. Subscribe to our newsletter to receive updates on new collections, promotions, and special events.
9. What does Merchamber do?
Merchamber is a Hong Kong-based B2B print-on-demand company. We supply and customise branded merchandise for corporate gifts, events, staff uniforms and brand campaigns, covering apparel, drinkware, bags, stationery, tech accessories and home goods. Production, packing and shipping are handled in-house from our Kowloon Bay facility.
10. What is the minimum order quantity (MOQ) for custom merchandise?
MOQ depends on the product and the decoration method. As a working reference, most items start from 50 units per design. Some brands and printing methods require a higher quantity. Send us the product, quantity and artwork and we will confirm the exact MOQ and unit price in writing.
11. How long does a custom merchandise order take from artwork to delivery?
Indicative timeline: artwork proof within 1 to 2 business days, production around 7 to 14 business days after artwork approval, then 2 to 3 business days for delivery in Hong Kong. Total lead time therefore depends on the product, the decoration method and the quantity. Rush production can sometimes be arranged - tell us your event date and we will confirm what is possible.
12. Which printing and decoration methods does Merchamber offer?
Our four main in-house production lines are Rotary Printing (bottles, drinkware and cylindrical items), UV-Digital Printing (flat and rigid surfaces, including UV flatbed), Laser Engraving (metal, wood, leather and coated surfaces) and Garment Printing (apparel). We also work with pad printing, screen printing, DTG, DTF, embroidery and sublimation heat pressing, so we can match the method to the material, the artwork and the quantity.
13. What kind of clients does Merchamber work with?
We produce merchandise for corporates, hospitality groups, universities, airlines, logistics and financial institutions, and for brand campaigns and events. Clients include Mandarin Oriental, OOCL (Orient Overseas Container Line), DeLonghi, The Hong Kong Polytechnic University (PolyU), NOC Coffee Co. and Guotai Haitong International (GTHT).
14. Do you supply official branded products such as Moleskine, MiiR or Pilot?
We source and customise products from brands including Moleskine, MiiR, Native Union, Pilot, Thermos, Fellow, Under Armour and adidas. Brand availability, authorised-dealer requirements and decoration restrictions vary by brand and order volume, so please share your target brand and quantity and we will confirm what we can supply and how it can be decorated.
15. What artwork files should I send for printing?
Vector artwork in AI, EPS or PDF format is preferred because it scales without loss of quality. High-resolution PNG or JPG at 300 dpi or above is acceptable for single-colour logos and photographic prints. Please also tell us the Pantone or CMYK colour reference and the exact print size in millimetres. If you only have a low-resolution logo, our team can advise on redrawing.
16. Can I see a sample or a physical proof before full production?
Yes. We always issue a digital proof (mock-up with print placement and size) for approval, and a pre-production physical sample can be arranged on request. Sample cost and sample lead time depend on the product, and sample charges are usually credited against the bulk order.
17. Can you deliver to multiple office locations or to individual recipients?
Yes. We can split a single order into multiple delivery addresses, including individual-recipient fulfilment for employee or client gifting. Please provide the delivery list in Excel or CSV with recipient name, address, phone number and item quantity. Split-delivery handling may carry an extra charge depending on the number of parcels.
