Copyright ©2025 MerchGlobal. All Rights Reserved.
FREQUENTLY ASKED QUESTIONS
1. How long will it take for my order to arrive after I make payment?
In order to keep the shipping costs as low as possible for all of our KAG Canada team members, our vendor will be shipping ALL of the purchased items at once and directly to all of the terminals who placed orders, once each quarter. There is NO option to ship your items anywhere except a terminal of your choice or to rush the delivery.
This does not include seasonal items as they have their own shipment schedule (ie. Winter Road souvenir sweaters).
2. How do you ship my orders?
Orders are delivered via courier once a quarter to the KAG Canada location you selected at check-out.
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, an order confirmation will be sent to the email address specified under 'My Account Details' (the email you used to create your account with).
4. How do I cancel or change my order?
If you need to cancel or change your order, please email stores@merchglobal.com and request a cancellation or change as soon as possible. If your order is in production then your order is then final sale – shipments are sent out at the end of the quarter.
No exchanges available (unless the item arrives defected/damaged). Everything is final sale
5. My voucher code is not working?
Our voucher codes do have an expiration date, if yours has expired it may be because the item you’re looking to purchase has left the website or because the timeframe to use the voucher has expired.
If the item you are trying to purchase is still visible on the website but your code is not working, please email KAG Canada’s in-house contact Chelsey Maschmeyer, cmaschmeyer@kagcanada.ca.
6. What is the refund policy and who do I contact regarding refunds?
All items purchased are final sale. Before placing your order, please ensure you are reviewing the Size Chart located at the bottom of each garment’s page to validate you are ordering the correct size.
However, If your item arrives with a manufacturer defect or is damaged, please contact Merch Global within 30-days of it arriving by emailing stores@merchglobal.com with "Request RA #" in the subject line along with the following information:
Their team will then connect with you on next-steps.
All returns for new items must be made within 30 days, with original tags attached.
MerchGlobal's customer service team will issue an RA# which needs to be attached to the shipment. When your shipment is ready to be returned, bring it to the KAG Canada on-site contact, and they will arrange return shipping to MerchGlobal's warehouse. Once the item arrives back at MerchGlobal's warehouse and has been reviewed, arrangements will be made to issue a credit or replacement item as per what was agreed.