Customer care

Shipping &Delivery

At Merowen Home, we carefully prepare and ship every order with reliable tracking. Please review the information below before placing your order.

Order Processing Time

1–3 business days

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Before your order ships

The essentials,clearly prepared.

Delivery availability, charges, processing, and fulfillment origin are confirmed before your order begins its journey.

Shipping Availability

We currently ship to most supported countries and regions, including North America, Europe, Asia, Australia, New Zealand, the Middle East, and parts of South America. Delivery availability is determined by the shipping address entered during checkout. Certain remote areas, military addresses, islands, territories, or locations restricted by carriers may not be eligible for delivery.

We are currently unable to deliver to most African countries because of carrier limitations.

Please contact us at service@merowenhome.com before ordering if you are unsure whether delivery is available to your location.

Shipping Charges

Available shipping methods and any applicable shipping charges will be displayed at checkout before payment is completed. Any shipping promotion, including free shipping, applies only to eligible destinations and orders that meet the stated promotional conditions.

Order Processing Time

Orders are typically processed within 1–3 business days after payment has been successfully confirmed. Business days are Monday through Friday and do not include weekends or public holidays. Orders placed after business hours, on weekends, or during holidays will begin processing on the next business day.

During major holidays, promotional events, severe weather, or periods of unusually high order volume, processing may take slightly longer.

Fulfillment Locations

Depending on product availability and where inventory is currently stored, orders may ship from our U.S. warehouse or directly from our product development center in China. Some newly developed products may initially ship from China, while products stocked in the United States will be fulfilled from our U.S. warehouse.

All orders are subject to the same product standards, customer service policies, and return eligibility requirements, regardless of the shipping origin.

Estimated timing

From our handsto your home.

Estimated transit times begin after your order has been processed and handed over to the shipping carrier.

United States and Canada

Approximately 6–13 business days

Europe

Approximately 6–8 business days

Asia

Approximately 6–7 business days

Australia, New Zealand, the Middle East, South America, and other supported destinations

Approximately 7–15 business days

Delivery formula

Order processing time
+ shipping transit time

The total estimated delivery time is: Order processing time + shipping transit time.

United States example

Approximately 7–16 business days in total

For example, an order delivered to the United States normally requires approximately 7–16 business days in total, including 1–3 business days for processing and 6–13 business days for transit. All delivery times are estimates rather than guaranteed delivery dates. Weekends and public holidays are not counted as business days.

Tracking & transit

Follow the journey.

We work with international logistics providers to deliver orders to customers across different countries and regions. International shipments generally move through two stages: international transit and final delivery within the destination country.

Order Tracking

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number or tracking link.

Tracking information may require 24–72 hours to appear after the carrier receives the shipment. A temporary lack of tracking updates does not necessarily mean that the package has stopped moving.

Please make sure the email address entered at checkout is correct and check your spam or junk folder if you do not receive a shipping confirmation.

International Transit

Stage 01 · Available tracking updates

Available tracking updates from the international transit stage will be synchronized with your order tracking page. Depending on the route and logistics provider, these updates may include:

Package received at the logistics provider’s sorting facility
Package departed from the sorting facility
Package arrived at an international airport
Flight departed for the destination country
Package arrived in the destination country
Package transferred to the local delivery provider

Tracking Events

Tracking events may be displayed differently depending on the carrier, route, and destination. Updates can also take some time to appear while the package is moving between facilities or being transferred to the local carrier.

Final Delivery in Your Country

After your package arrives in the destination country, final delivery is normally handled by a local postal service or delivery provider. Examples include USPS in the United States, Canada Post in Canada, Australia Post in Australia, or another carrier serving your local area.

Local delivery

When pickup may be required.

In some circumstances, the local carrier may be unable to safely deliver or leave the package at the shipping address. This decision is made by the local carrier according to its delivery procedures and the conditions at the address.

Local pickup may be required when:

The carrier considers unattended delivery in the area to present a higher risk of package loss or theft.
A delivery driver cannot enter an apartment building, gated property, secured community, business address, or other access-controlled location.
Security personnel or building access restrictions prevent the driver from reaching the delivery address.
A dog or another animal at the property prevents the driver from approaching safely.
No secure or suitable location is available for leaving the package.
The local carrier requires the recipient to collect the package in person for another delivery-related reason.

Follow the carrier’s instructions

In these situations, the carrier may leave a delivery notice or hold the package at a local post office or nearby pickup location. The relevant instructions should appear in your tracking information or on the notice provided by the carrier. Please follow the carrier’s instructions and bring any identification or collection documents it requires when collecting your package.

Please Monitor Your Tracking

We strongly recommend checking your tracking information regularly, especially after the package has arrived in your country or has been transferred to the local carrier. Post offices and pickup locations hold packages only for the period established by the local carrier. If a package is not collected within that period, it may be returned to the designated logistics facility.

One complimentary reshipment

If a package is returned because it was not collected in time, Merowen Home can provide one complimentary reshipment. Before arranging the new shipment, we will contact you to confirm the complete delivery address.

The package must first be returned to and processed by the designated logistics facility before it becomes available for reshipment. This return process may take additional time, and we cannot arrange the replacement shipment while the original package is still being held locally or remains in return transit.

To avoid delays, please monitor your tracking information and collect the package promptly if local pickup is required. If you have questions, cannot locate your package, or notice an unusual tracking update, please contact us as soon as possible at service@merowenhome.com.

Across destinations

Packages, customs & local rules.

Split Shipments

If your order contains multiple products, the items may be stored at different fulfillment locations. As a result:

Items may be shipped separately;
You may receive more than one tracking number; and
Packages may arrive on different dates.

You will not be charged additional shipping fees solely because an order is divided into multiple shipments.

Customs, Duties, and Import Taxes

Depending on the destination, orders may be shipped using a duty-paid service where available. Any applicable duties, taxes, customs charges, or import-related fees collected by Merowen Home will be displayed at checkout before payment is completed.

When an order is shipped using a Delivered Duty Paid service, the applicable import charges collected at checkout are prepaid.

If no import charge is collected at checkout, the recipient may be responsible for duties, taxes, or fees assessed by the destination country, where permitted by applicable law. Customs procedures and local regulations vary by destination. Merowen Home cannot control customs inspections or customs-processing times.

Changes & exceptions

When the route changes.

Delivery Delays

Delivery estimates may be affected by circumstances outside our reasonable control, including:

Customs inspections or clearance delays;
Severe weather or natural disasters;
Carrier network disruptions;
Public holidays and peak shopping periods;
Transportation interruptions;
Incorrect or incomplete shipping information;
Remote-area delivery requirements; or
Local postal or customs procedures.

We will provide available tracking information and reasonable assistance, but we cannot guarantee an exact delivery date or be held responsible for delays caused solely by the carrier, customs authorities, or other events outside our control. A carrier delay does not automatically mean that a shipment is lost.

Address Changes and Incorrect Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please contact service@merowenhome.com as soon as possible if you need to correct an address. We will make reasonable efforts to update the address, but changes cannot be guaranteed after an order has entered processing or has been shipped.

If a package is returned because of an incorrect or incomplete address provided by the customer, or because the recipient refused delivery, the customer may be responsible for the cost of reshipping it.

Merowen Home is not responsible for delivery failure caused by:

An incorrect or incomplete address
A missing apartment, suite, or unit number
An incorrect postal code
An invalid telephone number
The recipient’s refusal of delivery

If a package is returned solely because it was not collected within the local carrier’s holding period, the one complimentary reshipment described under “Please Monitor Your Tracking” will apply after the package has been returned and the delivery address has been confirmed. Any additional reshipment after the complimentary reshipment may require a new shipping charge.

Package support

When your parcel needs attention.

Use the relevant guidance below if a package is marked delivered, has not arrived after the estimated window, or reaches you damaged.

Delivered but Not Received

If tracking shows that your package has been delivered but you cannot locate it, please:

Check around the delivery location, mailbox, reception area, and any safe location used by the carrier
Ask household members, neighbors, building staff, or reception personnel whether they accepted the package
Confirm that the shipping address on your order is correct, and contact the local carrier with the tracking number.

If the package still cannot be located, contact us promptly at service@merowenhome.com. We will review the tracking information and assist with an available carrier investigation.

A delivered status does not automatically qualify an order for an immediate refund. Claims will be reviewed based on the carrier’s records, delivery evidence, and applicable consumer law.

Lost or Severely Delayed Packages

If tracking has not updated for an extended period or the package has not arrived after the estimated delivery window, please contact us at service@merowenhome.com with your order number.

We may ask you to allow additional time when the carrier confirms that the shipment remains in transit. If the carrier confirms that a package was lost, we will provide an appropriate resolution, which may include a replacement or refund. Please report suspected lost shipments within 30 days after the end of the estimated delivery window so that we can submit a timely carrier investigation.

Damaged Packages

If your package or product arrives damaged, please retain the item, original packaging, shipping label, and all packing materials.

Contact us within 7 days of delivery at service@merowenhome.com and include:

Your order number;
A description of the issue;
Clear photographs of the product;
Photographs of the outer packaging; and
A photograph of the shipping label.

Please do not discard the damaged item or packaging until we have reviewed the claim.

Before fulfillment

Order Cancellations

Cancellation requests should be submitted as soon as possible after ordering. We will make reasonable efforts to cancel an order that has not entered fulfillment. However, cancellation cannot be guaranteed once processing has begun, a shipping label has been created, or the order has been transferred to a fulfillment location.

Once an order has been transferred to a fulfillment location, it can no longer be canceled.