Policies
Shipping, returns, privacy and terms.
Shipping BY DESTINATION AND ITEM
- We ship worldwide. What shipping costs depends on where it goes and what you ordered. Pick your country on the shop page to see the exact amount before you buy. It's shown again at checkout.
- Plushies and posters ship separately. A plush goes in a mailer and a poster goes in a rigid tube, and those can't be the same package. So an order with both is two packages and pays shipping on each. Eligible plushies in the same order share a package, with discounted shipping for additional units. Rat King preorders must be ordered separately from other products. Shipping is shown before payment.
- Rat King preorders may take up to 6–7 months from your order date to arrival, including development, production and delivery. This is an estimate and delays may affect arrival. Rem preorders have an estimated dispatch of 2 calendar months after purchase, with transit time additional. Made-to-order items (like posters) are made for each order and ship within 2 to 3 weeks. The product page says if an item is made to order. In-stock items ship within 3 to 5 business days.
- Orders shipping outside the United States may be charged customs duties or import taxes on arrival. Those are set by your country, collected by the carrier, and are the buyer's responsibility. They are not included in what you pay us.
- You'll get a tracking number by email once your order ships.
- If you entered the wrong address, email us with your order number. We can change it any time before the label prints.
Returns 30 DAYS
- Unused items in original condition can be returned within 30 days of delivery for a refund of the item price.
- If an item arrives damaged or defective, email us a photo and your order number. We'll replace it or refund you in full, including shipping.
- Refunds go back to your original payment method via Stripe, usually within 5 to 10 business days of us receiving the return.
- Return shipping is on you unless the item arrived damaged or we made a mistake. International returns, including any return duties, are on the buyer.
Privacy YOUR DATA
Basic shop statistics: we automatically count public page views, product views, successful cart additions, attempts and errors opening checkout, and unavailable shipping selections to improve the shop. Counts are grouped by day, public page, product and broad screen size (mobile or desktop). When you open a post tracking link, we also count that public link's shop loads by day, without identifying you. They do not contain a visitor ID and are not linked to accounts or orders. We keep these totals for up to 13 months. You can turn them off below. Previous refusals, browser Do Not Track and Global Privacy Control keep site analytics off.
Optional visit tracking: only if you choose Allow visit tracking, we store a random visit ID in session storage and connect the visit's broad source, public post-link code when present, landing page, screen-size group, product views and cart additions to checkout and verified payment. The visit expires after 30 minutes without another page or checkout, with a 24-hour maximum. We retain these visit records for 90 days and a source/post-link summary with the order. We do not collect names, emails, addresses, search terms, full referral URLs or advertising click IDs in browsing analytics, or share analytics with advertising networks.
Your choice is remembered in local storage. You can change it at any time using Privacy choices in the footer. Basic statistics use no cookie or stored visitor identifier. Separate keyed request hashes limit abuse and expire within 15 minutes for basic statistics and one hour for visit registration; raw IP addresses are not stored in analytics. Hosting providers may maintain their own security logs. Turning analytics off stops future browsing collection; past aggregate counts cannot be tied back to you.
We separately report verified payments, amounts, refunds and checkout state, and summarize existing voting records, account connections and Discord role delivery to operate the shop and its perks. This reporting does not depend on optional browsing analytics. . Your choice does not affect shopping, voting, support or Discord perks.
Artist inquiries: we store the name, email, portfolio links, idea and other details you submit to review potential collaborations and reply to you. Our team receives an email notification through Resend. We also store a one-way hash of the request’s IP address to limit spam. Submitting an inquiry does not sign you up for marketing emails. Email merchlockllc@gmail.com to request deletion.
If you connect Discord, we store your Discord user ID and display name to assign purchase supporter and voter roles. You can disconnect from your account. We only request permission to identify your Discord account.
Our public Discord thank-you channel uses your connected Discord mention or your first name. You can choose a public nickname or keep the thank-you anonymous in your cart. Purchase alerts on our stream say “Someone” unless you explicitly opt in to showing a public nickname. Neither shows your email, shipping address, full billing name or order number. Public messages may remain after you disconnect.
- What we collect: your order details (name, email, shipping address) when you buy; your email if you sign up for the drop list or ask to be notified when a specific item goes on sale. Email us any time to be removed from either. Every drop email also has a one-click unsubscribe link. When you redeem a mod code we store the time, your browser's user-agent string, which account redeemed it, and a one-way hash of your IP address. We use that to block brute-force attempts on codes. Voting requires an email address, stored privately with your choice and a random per-browser id. We use it to maintain the voting record. Public results show totals only. You can optionally save a vote from your browser to your account to receive a Discord voter role. Each browser’s voting record can be claimed by one account; the optional Discord role displays the hero from your latest saved vote. Changing that vote changes your role. Your email is not posted to Discord. Voting does not sign you up for marketing emails. We also remember a completed checkout on your device for up to 30 days to remind you about your optional Discord role. Dismissing the reminder hides it for seven days.
- Your account: an email address, a password (we only store a hash of it), and the orders and mod codes attached to it.
- Payments: handled by Stripe on Stripe's hosted checkout. Your card number is never sent to our servers.
- What we use it for: to review and respond to artist inquiries, fulfill your order, send your order confirmation, mod code and tracking, and, if you signed up, send the drop list emails: new drops, freebies, and discount codes.
- Who else sees it: Stripe (payments), Resend (email delivery), Supabase (database and file storage), Vercel (hosting), and the shipping carrier. We don't share it with anyone else, sell it, or run ad trackers on this site.
- Unsubscribing: every drop email has a one-click unsubscribe link and it takes effect immediately. You'll still get order confirmation and tracking emails for anything you buy.
- Deletion: email us and we'll delete your data and your account, minus what payment regulations require Stripe to keep.
Terms UNOFFICIAL FAN PROJECT
- MerchLock is an unofficial fan project and is not affiliated with, endorsed by, or sponsored by Valve Corporation. Deadlock is a trademark of Valve.
- All merch is original fan art, made and sold with the artists' permission. They're credited and paid a royalty on every sale.
- Prices are in USD. Promo codes apply at Stripe checkout, one per order, no cash value.
- Items that include an in-game mod come with a mod code. The product page says which items do. The code never expires and has no redemption limit. You can share it. Redeeming it requires a free MerchLock account. The code isn't tied to an account; anyone you share it with makes their own.
- An account is an email address and a password. Keep your password to yourself. Anything done from a signed-in session is treated as done by you.
- We can disable a code if it's being used to attack the site or resold as if it were something we sell. If your code is disabled by mistake, email us and we'll fix it.
FAQ COMMON QUESTIONS
Preorders ship in the window shown on the item's page. If the window changes we'll email everyone who ordered with the new date. You can cancel for a full refund any time before it ships. Made-to-order items like posters are printed for each order and ship within 2 to 3 weeks. In-stock items ship within 3 to 5 business days. You get a tracking email when the label prints.
Yes, worldwide. Pick your country on the shop page to see the shipping rate. Any duties or import taxes your country charges are paid by you.
You do. We ship from the United States and declare orders accurately. Any duty or import VAT your country charges is collected by the carrier on delivery. We can't estimate it. It depends on your country and the order value.
You pay now and the item ships in the window shown on the shop page. If you want to cancel, email us any time before it ships for a full refund.
At Stripe checkout. There's a promo code field on the payment page. One code per order.
On the order confirmation screen after you pay. Make a free account and your code is shown there. You can also enter a code at merchlock.gg/redeem any time. The download link is valid for one hour. The code never expires, so you can redeem it again whenever you need a new link.
So your codes and orders are saved to your account, and so we can help if a download breaks. An account is an email and a password. Your codes, orders and tracking are on your account page.
Yes. A code has no use limit and never expires. Anyone you share it with makes their own free account to download the mod. The code isn't tied to an account.
Sign in at your account with the email you used at checkout. The code is listed there. If you still want the email, check your spam folder first, then email us your order number and we'll resend it. It's the same code; we don't issue a second one.
When a new drop goes live, or when we have a freebie or a discount code. Every email has a one-click unsubscribe link.
No. MerchLock is a fan project and is not affiliated with Valve. Deadlock is owned by Valve. Artists are paid on every sale.
Contact EMAIL
For order questions, returns, address changes or artist pitches, email us. Include your order number if you have one.