Preguntas frecuentes

We are the merch marketplace for streamers and content creators. We help creators connect with their community through products designed with love and dedication.

We take care of everything, from design to production, shipping, and operations, without the creator investing a single cent. Are you a creator and want your official store? Learn about the program.

We are a 100% online store: we do not have a physical store or branches for order pickup. All purchases are made at streamerch.com and we ship them to your home.

All prices are listed in Mexican pesos (MXN).

Yes. All published prices already include VAT.

We offer promotions and discounts on certain products for limited periods, so we reserve the right to change prices without prior notice. If you find a good promotion, we recommend taking advantage of it.

Once your order is placed, the price you paid does not change.

Yes. We work every day to ensure our store meets high security standards, and all your information is transmitted encrypted using 256-bit SSL.

We do not store any of your payment details or strictly confidential information.

We accept PayPal, Mercado Pago, Kueski, Aplazo, Clip, and direct payment by debit or credit card.

• PayPal: credit or debit cards; recommended for international banks.
• Mercado Pago: cards, bank transfer, or cash payment.
• Aplazo: pay 20% of the total and the rest in installments.
• Kueski Pay: buy now and pay later in biweekly installments.

Payment confirmation times vary depending on the method selected. At checkout, the system will indicate the specific timeframe, and we will ship your order as quickly as possible once payment is confirmed.

Elige Mercado Pago en el checkout y paga con tarjeta de crédito o débito, transferencia bancaria o efectivo.

• Tarjeta o transferencia (Visa o Mastercard): se acredita en máximo 1 hora.
• Tiendas de autoservicio (Oxxo, 7-Eleven o Telecomm-Telégrafos): alrededor de 48 horas.
• Si pagas en fin de semana o día feriado, se acredita el siguiente día hábil.
• Con saldo a favor en tu cuenta de Mercado Pago, la acreditación es instantánea.

La acreditación de los pagos no tiene ningún costo adicional.

You can pay by debit or credit card through a PayPal account. Once you choose PayPal, you have a maximum of 2 hours to pay; otherwise, the system automatically cancels the order.

• Select PayPal as your payment method and click Complete Purchase: it will take you to PayPal.
• Enter your details, review your order, and complete the payment.
• Once your payment is validated, you will see your order number.
• PayPal processes and validates the payment, and we confirm your order within the next 48 hours.

As our prices are in Mexican pesos, PayPal converts the total to dollars according to the exchange rate of the day. For international transactions, we recommend paying with PayPal.

• Choose Kueski Pay as your payment method at checkout.
• Fill out the form with your information; your credit will be approved in minutes.
• Receive your products and pay for them later in biweekly installments.

• Choose your favorite products.
• Select Aplazo as your payment method.
• Pay only 20% of your purchase total upfront and the rest in installments.
• Enjoy your purchase now and pay later.

Yes. Based on our experience, we suggest using a PayPal account as an intermediary, because banks that issue international cards tend to decline online purchases abroad. With PayPal, the transaction is usually accepted more easily.

Not at the moment. To complete your purchase, you need to choose a single credit or debit card.

Yes. The payment methods apply to all products and to all destinations within the Mexican Republic.

Yes, we deliver to all states in the Mexican Republic. In some zip codes, courier services do not currently have coverage; if we are unable to complete your delivery for that reason, we will contact you.

Yes. We ship outside of Mexico to: Argentina, Brazil, Canada, Chile, Colombia, Ecuador, Spain, the United States, and Guatemala.

International delivery takes 8 to 10 business days after the order has been prepared.

Shipping is free on purchases of MXN $2,000 or more (Mexico only). For smaller orders, shipping costs MXN $150 anywhere in Mexico.

Some products may incur additional charges depending on their dimensions. At checkout, the website automatically displays the total cost, including shipping. You can add several products to your cart to qualify for free shipping.

We prepare your order in 2 to 3 business days. After that, the delivery time depends on the courier and your area: 3 to 5 business days within Mexico and 8 to 10 business days for international shipments.

In Mexico City, same-day delivery is available for selected products; if applicable, you will see the option during checkout.

Once you complete your purchase, check your email: it will contain the estimated delivery date and the information needed to track your order in real time.

When we ship your order, we’ll send you an email with your tracking number so you can monitor it at any time. You can also check it on our tracking page.

Our main logistics partners are DHL, Redpack, and Estafeta. Within the metropolitan area, we use a local courier to ensure faster and more secure delivery. Sometimes we need to use a different courier depending on the shipment's characteristics.

We always strive to deliver in the best possible way so that you can simply focus on enjoying your product.

No. The shipping carrier is automatically assigned based on the product's characteristics (dimensions and weight) and the delivery area. We have a dedicated team that selects the best option to ensure your order arrives as quickly as possible and in excellent condition.

It is not possible to guarantee a date or time because each courier follows specific routes depending on the area.

When we ship your product, we will notify you by email with your tracking number so you can track it. If you need a specific time, you can contact the courier directly to provide instructions to the delivery driver on your route.

Not necessarily. Any adult with official identification can receive your order, and the courier is authorized to leave it with them. The shipping company is not responsible for the package once it has been delivered to the specified address.

Remember that there is a limit on delivery attempts: if the delivery cannot be completed, the order will need to be canceled without the possibility of reshipping. If you purchased at a special price or with a discount, we will not be able to honor the original price.

Don't worry: the courier will make a second delivery attempt. If they can't find you, they will leave a notice and take your order to the office closest to your home, where it will be held for a maximum of 3 business days; after that, it will be returned to our warehouse.

Bring your delivery attempt notice and an official ID (INE, passport, or professional license). If you cannot go, someone else can pick it up with a power of attorney letter, your original official ID, and a copy.

You can cancel it as long as it hasn't been processed. Write to us from the contact page indicating your order number and the reason.

• Payment pending: we cancel it and the process is closed.
• Payment confirmed: we cancel it and request your refund, which normally reflects in no more than 72 hours depending on the payment method.

If the purchase has already been processed we cannot cancel it because the order is on its way. In that case, refuse the shipment and we will request its return to our warehouse; when it arrives, we will process your refund (maximum 72 hours).

If you need to modify a completed order, you must cancel the previous order. If payment is pending, it can be canceled without any issues; if it has already been paid, we will cancel it and issue a refund. In either case, please contact us through the contact page to start the process.

An order can be canceled for several reasons:

• You requested the cancellation.
• The payment method was not accepted.
• You did not pay within the specified time.
• Our fraud department rejected the order.
• The product went out of stock.

In any case, contact us to verify the reason and request a review or solution. In most cases, we can offer you an alternative to complete your order.

If your payment was not approved, contact your bank directly to find out why. Our representatives cannot intervene in that process because it would require requesting personal information that we are not authorized to access.

Write to us from the contact page to request technical support. We will help you with proof of purchase and payment history so you can clarify the situation with your bank.

Due to data confidentiality, we only provide support to the cardholder who made the purchase.

Check the confirmation email for the estimated delivery date. If that date has passed and your order hasn't arrived, contact us and we'll look into it right away.

We do not offer exchanges if the customer ordered the wrong size or product. If the error was ours (wrong item shipped or a different size than you ordered), the exchange is completely free.

If your product is new, in excellent condition, and shows no signs of use or wear, contact us and we will provide you with the information to start the process.

Check the product description in the store to confirm that the missing parts or accessories are indeed included. If they are included and you did not receive them, write to us to start your claim and request the missing parts or products.

We are sorry that it did not arrive in good condition. If you can still do so, refuse the delivery to the courier (the courier will give you a report where you can write the reason).

In any case, write to us immediately to report the return. We will resolve your case shortly.

Return it as soon as you receive it. Write to us to request the return of the product and the shipment of the correct one; we will resolve the issue as soon as possible.

Once we have delivered your order, request your invoice on our billing page and fill out the form with the following information:

• Proof of tax status.
• Purchase order number.
• Company name and RFC.
• Tax address.
• Tax regime.
• Payment method and CFDI use.

The invoice must be issued within the same month as the purchase and can be generated up to 10 business days after the purchase date. The date that is honored is the one that appears on your purchase receipt.

Your invoice will be issued within a maximum of 72 hours.

The electronic invoice is issued in PDF and XML formats.