Service-Hotline +49 (0)251 - 239 4899-5 (Mo.- Fr. 10:00 - 14:00 Uhr)

COVID-19 +++Updated info on your purchase+++We continue to be here for you+++

Dear all,
With the on-going outbreak oft he COVID-19-Virus we are confronted with hard and unforeseeable times ahead – in the following you will find the most relevant information regarding our services. We will constantly update this info board, should there be any changes.

As of now, there are no restrictions on packing and shipping of goods at Merchcowboy and at your band shop.

Hygiene:
We make sure to comply with all hygiene & disinfection requirements regarding packing your order.

Domestic shipping:
Currently, there are no restrictions on domestic shipping. Orders will get shipped throughout all of regions of Germany (as of March 27th, 2020)

International shipping: (UPDATE: March 27th, 2020 10:30 am)
Due to increased costs and the suspension of air fright service, DHL is charging a crisis surcharge of 16,00 € on shipping to the USA. This will be added to the regular shipping price. For further info please see our AGB.
Due to problems with transport, customs and/or delivery, there is no shipping to the following countries and destinations:
- Australia
- China, Hong Kong, Macao
- Japan
- New Zealand
- Singapore
- Czech Republic (78321, 78324, 78391, 78401, 58401)
- Bahamas, Bermuda, Bhutan, Brunei Darussalam, Cayman Islands, Dschibuti, Ecuador, French Polynesia, Honduras, India, Iran, Jamaica, Cuba, Kuwait, Lebanon, Liberia, Libya, Maldives, Morocco, Mauretania, Moldavia, Mongolia, Montenegro, Myanmar, New Caledonia, Peru, Philippines, Samoa, Somalia, Sri Lanka, St. Helena/Ascension/Tristan da Cunha, St. Kitts und Nevis, St. Lucia, Suriname, South Africa, Trinidad und Tobago, Chad, Tunisia, Wallis und Futuna, West Sahara

Service Hotline:
Our availability by phone will be limited: from now on our customer service will be available for you on weekdays from 10 am to 2 pm.
Alternatively, you can write us an email. We usually reply within 24 hours during the week.
If you have any questions about your order, please use order@merchcowboy.com..
For any other matter please contact info@merchcowboy.com. Thanks for understanding!

Purchase of tickets:
The purchase of hard tickets in our shops will continue to be easily possible. However, a lot of events and shows have been cancelled or postponed.
We will indicate within the items, whether the show has been postponed.
If you have any questions regarding the show, please contact the local promoter directly.
We play by this rule: if the tickets are still on sale, we assume that the show is going to take place as planned – if this changes on behalf of the promoter, we will react immediately.

Already purchased tickets:
No panic please – in general there are alternate dates planned for all concerts. We will communicate these in the item description and via email. The tickets will remain valid.

Ticket-Exchange:
The exchange of tickets is no possible due to to logistics reasons - that means in fact you’re not able to change your ticket into another city or date.
We created a facebook-swap-platform where you can exchange your tickets - here’s the link: facebook.com/groups/mc.tickettauschboerse

Solidary with Merchcowboy:
Legally you have the right to a refund of the full ticket price (incl. pre-sale fee). However, the COVID-19 pandemic is particularly hitting the event industry and us at Merchcowboy hard.
If you feel like supporting us, you can choose to waive the refund of your paid pre-sale fee as an act of solidarity.
In this case we would refund you the sole ticket price. We will fight for Merchcowboy’s continued existence and would highly appreciate any support! Many thanks!!!

Hard ticket return & refund:
However, if the show is cancelled or postponed, you have the right to return and be reimbursed for hard tickets purchased on our platform.
You can download the return form for hard tickets
here.
Please return the original tickets to us by post and enclose the filled out form.
Please note: Shipping costs are non-refundable and customers are responsible for return shipping costs.
If possible refunds will be made to the original payment method.

e ticket return & refund:
If a show is cancelled or postponed, you have the right to return and be reimbursed for hard tickets purchased on our platform.
You can download the return form for eTickets here.
Please send the filled out form to order@merchcowboy.com.

Delivery & Processing time:
The delivery time for national shipments will take 5-6 business days, international shipments will take 10-12 business days.
The processing time of your ticket return can take up to 10 business days. The reimbursement will be made within 15 business days at the latest.

Thanks for your support and stay healthy!
Your Merchcowboy-Team