FAQ

Meet Merchology
Who is Merchology?
ThreatLocker partnered with Merchology because they strive to deliver innovative solutions fueled by passion and dedication.

Merchology was founded in 2014 to create memorable brand experiences and ignite unity through responsible, innovative custom merch solutions. We have supported 65,000 companies worldwide and are a proud Disability-Owned Business Enterprise.

Combining the ease of e-commerce with dedicated account support, Merchology offers direct partnerships with top brands like Under Armour and YETI, in-house decoration, and custom merch solutions for every company. When making decisions around sourcing, manufacturing, packaging, and delivery, Merchology seeks to make responsible, positive impacts for future generations.

Watch our welcome video:

Artwork/Logo

What kind of artwork can I upload
Please upload high-resolution JPEG, PDF, EPS, PNG or .AI (Adobe Illustrator) images. Because logos will be embroidered in black thread on white polos or white thread for all other polo colors, we recommend a simple word mark over a detailed, multi-color logo, if possible.
Where do I upload my artwork?
On the product page, you will be prompted to upload your logo artwork file before adding items to your shopping cart.
Do I have to upload my logo if I’ve ordered from Merchology in the past?
Yes. The ThreatLocker website is separate from Merchology.com and therefore you are unable to log in to your account.
Will Merchology change the color of my logo based on the color of polo shirt I select?
Yes. Logos will be embroidered in black thread on white polos. For all other polo colors, logos will be embroidered in white thread. If for some reason, your logo does not work well in either black or white, a member of the ThreatLocker dedicated Merchology support team will contact you with recommendations to adjust the logo or request new artwork.
Can my company’s logo be decorated in a color other than black or white?
No, the parameters of the program are such that all logos will be consistently decorated in either black or white thread.

The ordering & checkout process

Why am I only able to order a certain quantity of polo shirts?
The number of polo shirts available to you was calculated based on the total number of secured endpoints.
Can I order more polo shirts outside of this program?
Yes. If you are interested in purchasing more polo shirts, please contact us at threatlocker.cyberherostore@merchology.com or use this form and someone will contact you.
Can I order my company’s polo shirts without uploading my logo?
No. ThreatLocker requires you to add your company’s logo to all polo shirts ordered. You will not be able to place an order without uploading your company’s logo.
Can I order my company’s polo shirts without ThreatLocker’s logo?
No. The goal of this program is to showcase the partnership between your company and ThreatLocker. As such, each polo will be embroidered with your logo and that of ThreatLocker.
Why won’t the Cyber Hero Store accept my shipping address?
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 or email threatlocker.cyberherostore@merchology.com and a representative from our dedicated ThreatLocker team will be in touch.

Order confirmations, status, and tracking

Will I receive an order confirmation?
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 threatlocker.cyberherostore@merchology.com, or reach out via this form to ensure your order was placed.
When will my order ship?
On average, orders take five weeks to ship, not including transit time.
How can I check to see if my order was shipped?
Please visit the Account section of the Cyber Hero Store (icon in the top navigation menu or link 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 or email threatlocker.cyberherostore@merchology.com and a representative from our dedicated ThreatLocker support team will be in touch. Additionally, you can call 1-855-214-8305 for more immediate help (our business hours are 8AM to 5PM CST, Monday through Friday).

Order process

Can I make changes to my order after it has been placed?
We are unable to change items after the order has been placed.
Can I expedite my order?
Currently, we are unable to accommodate individual rush requests on order processing.

Shipping

Can I pay for express shipping to receive my package sooner?
We do not offer express shipping with this program. We use ground shipping for all orders.

Returns

Am I able to return my order?
The polo shirts you order will be embroidered with your company logo and are not eligible to be returned. However, if you receive defective or damaged merchandise, please reach out using the contact form or email 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.

Accessibility

Are your sites compliant with WCAG guidelines?
Merchology is committed to ensuring digital accessibility for people with disabilities. We are continually improving the user experience for all site visitors and are 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 company stores. Please let us know if you encounter accessibility barriers when shopping with Merchology by reaching out to us using the information below, or using the contact form.