Refunds & Shipping

Effective November 4, 2026 · Last updated November 4, 2026

Something wrong with your order? Email mrgwingteam@gmail.com with your order email and what happened (a photo helps for merch). We’ll make it right. Approved refunds go back to your original payment method, usually within 5–10 business days.

Shipping (merch)

Where we ship: the countries shown at checkout, which can differ by item. These currently include the United States, Puerto Rico, the Dominican Republic, Canada, Mexico, Colombia, Venezuela, the United Kingdom, Spain, France, Germany, Italy, the Netherlands and Australia.
Cost: shown at checkout before you pay.
Timing: printed-to-order items usually take 2–7 business days to produce, plus delivery time shown at checkout. Shipping times are estimates, not guarantees, especially around holidays and drops.
Customs: orders shipping outside the U.S. may be charged import duties, taxes or brokerage fees by your country or the carrier. These are the buyer’s responsibility.
Address: please double-check it. If a package is returned because the address was wrong or incomplete, we can reship it once you pay the new shipping cost.
Lost or stolen: if tracking shows no movement for 14 days, or it says delivered but you don’t have it, contact us within 30 days of the estimated delivery date and we’ll work with the carrier and help with a replacement.

Merch returns and exchanges

Most merch is printed just for you, so we don’t accept returns for change of mind or wrong size — check the size chart before ordering. But if your item arrives damaged, defective, misprinted, or isn’t what you ordered, contact us within 30 days of delivery with a photo and we’ll send a free replacement or a full refund.

UK and EU customers: you have the legal right to cancel a merch order for any reason within 14 days of delivery. Email us within that window, then send the unworn, unwashed item back within 14 days after that. We’ll refund the item price and standard outbound shipping within 14 days of getting it back (or of your proof of return). You pay the return shipping. This doesn’t apply to items personalized to your request, digital music once downloaded, or tickets and calls booked for a specific date.

If you need to cancel a merch order, email us right away — we can cancel and refund it if it hasn’t gone to print yet (usually within a few hours).

Digital music

Because downloads can’t be returned, digital music sales are final once your download link has been used. If you haven’t downloaded yet, were charged twice, or a file is broken or missing, contact us and we’ll fix it or refund you.

Show tickets

Tickets are non-refundable, except: if a show is canceled and not rescheduled, you get a full refund of the ticket price automatically; if it’s rescheduled or moved, your ticket is good for the new date, or you can request a refund within 14 days of the announcement.

Cara a Cara video calls

Reschedule for free up to 24 hours before your call.
Cancel 24+ hours before your call for a full refund.
Cancellations less than 24 hours before, or no-shows (not joining within 10 minutes), aren’t refundable.
If MRG cancels, reschedules, or a technical problem on our end cuts the call short, you choose a new time or a full refund.

Tips / Support MRG

Tips are voluntary gifts and aren’t refundable, unless it was a mistake (like a duplicate charge or the wrong amount) and you tell us within 14 days.

Your rights

Nothing in this policy limits any rights you have under consumer-protection laws where you live. This policy is part of our Terms of Service.