FAQ

'Bou Gear by Merchology FAQ

Shopping/Searching for Products

Q: How can I find a specific product on the site? A: There are two ways to find an item on the site. Click through the category drop-down links at the top-left of the screen to navigate through the different products or use the search option at the top-right of the page to search for general products or keywords. For additional assistance, please reach out via this form and a customer service representative will be in touch. Additionally, you can call 1-855-214-8305 for help navigating the site.

Ordering Products via 'Bou Gear by Merchology

Q: What if I can’t find the product I’m looking for? A: For custom orders, reach out via this form and let us know the product or style you would like to order. Please note: All requested items must be approved by Caribou Coffee and follow brand guidelines. When your request is received, we will route your request for approval and be in touch within 1-2 business days.

The Checkout Process

Q: Why won’t 'Bou Gear by Merchology accept my shipping address? A: Please make sure your full address has been entered in the shipping fields provided including company name, contact name, street, city, state, and zip code. Also, make sure your ship-to country has been selected from the drop-down menu. For additional assistance, please reach out via this form and a customer service representative will be in touch.
Q: Can I ship to an address outside the US? A: Yes, we can ship your branded merchandise order to international locations. Please note that certain brands have international shipping restrictions. If the products in your order cannot be shipped internationally, a member of our team will contact you to get an alternate shipping address. All shipments outside of the US will be subject to international shipping rates, as well as import duties and taxes. Any applicable duties/taxes will be collected at the receiving country’s border, and will not be shown at checkout. Once the package has arrived in the country of delivery, the recipient will be contacted by the carrier to pay these fees.

Order Confirmations/Order Status/Tracking

Order Process Overview:
  1. Users place their orders on the ‘Bou Gear by Merchology site.
  2. Because of the large number of orders placed every week, all 'Bou Gear orders are processed together every Sunday at 11:59 PM.
  3. Each Monday that combined order will begin processing and all individual orders are estimated to ship 9-12 business days from that day. You will receive a shipping confirmation about 2-3 weeks after your order is placed.
Q: Will I receive an order confirmation? A: Yes, after submitting your order, an order confirmation email will be sent to you automatically. You should receive this email within a few minutes of placing your order.

If you do not receive your email confirmation, please check your Junk/Spam folder.

If you still have not received it, please contact orders@merchology.com to ensure your order was placed.

Q: When will my order ship? A: All 'Bou Gear orders are processed every Sunday at 11:59 PM. All individual orders are estimated to ship 9-12 business days from that day. You will receive a shipping confirmation about 2-3 weeks after your order is placed.
Q: How can I check to see if my order shipped? A: Please visit the Account section of the 'Bou Gear by Merchology site (at the bottom of the page) and log in. Your order status and tracking numbers (when available) will be provided for you there. For additional assistance, please reach out via this form and a customer service representative will be in touch. Additionally, you can call 1-855-214-8305 for more immediate help.

Changes to Orders/Expediting Orders

Q: Can I make changes to my order after it has been placed? A: We are unable to change items on an order after it has been placed. We can cancel and refund your order and you can place a new adjusted order if requested within the 48-hour cancellation window. If you need any additional items we can help you place a new order with the shipping waived if you have placed a previous order within the last 5 business days.
Q: Can I expedite my order? A: Orders placed on the 'Bou Gear site are processed on a weekly basis due to the large volume placed. Due to this schedule, we are not able to accommodate individual rush requests on order processing. If you would like to purchase expedited shipping on your specific order, however, please send your request to orders@merchology.com or call 1-855-214-8305 and a customer service representative will reach out with a quote.

Additionally, you may submit your request via the Contact menu item on the top navigation of the 'Bou Gear by Merchology site. A customer service representative will reach out to work with you to accommodate your shipping change request.

Returns

Q: Are the items I purchase eligible to be returned? A: Return Policy: Due to the items being purchased at once and customized they are final sale. However, if you receive a defective item or the imprint quality is not what you expected please contact orders@merchology.com and we will work with you to find a suitable resolution. Merchology must be notified of all issues within 30 days of receipt.

Cancellation Policy

Q: What is the cancellation policy? A: Orders can be canceled if the cancellation request is received within 48 hours of order placement. After the 48-hour window, the order will be unable to be canceled. Cancelation requests can made by emailing orders@merchology.com, or calling 1-855-214-8305.
Q: What if I need to change the artwork for my order? A: All items ordered directly from the standard product collection are printed as pictured on the 'Bou Gear by Merchology site.

Gift Cards

Q: If I order a 'Bou Gear by Merchology Gift Card, can I use it at a Caribou Coffee store? A: No, gift cards are only valid on the 'Bou Gear by Merchology site. They cannot be used at a Caribou Coffee store or on the Caribou Coffee website.
Q: Will I get a physical gift card when I purchase a 'Bou Gear by Merchology gift card? A: No, you will not receive a physical gift card, you, and the recipient, will receive an email with the gift card code that can only be used on the 'Bou Gear by Merchology store.

Accessibility

Q: Are your sites compliant with WACG guidelines? A: Merchology is committed to ensuring digital accessibility for people with disabilities. We are continually improving the user experience for all site visitors, and applying the relevant accessibility standards.

The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. Merchology websites are partially conformant with Level A through AAA requirements. Partially conformant means that some parts of the content do not fully conform to the accessibility standard.

We welcome your feedback on the accessibility of our sites and MerchStores. Please let us know if you encounter accessibility barriers when shopping with Merchology by reaching out to us using the below information, or visiting the Contact Us page of this site.