FAQs
Q. How long does shipping take? When will I receive my order?
A. Shipping times vary by destination and may be affected by customs clearance, courier capacity, or unforeseen delays. Our estimated delivery times are:
|
Region |
Delivery Estimate |
|
United States |
10-16 Business days |
|
Canada |
10-16 Business days |
|
Europe |
10–17 Business days |
|
South-East Asia |
10–17 Business days |
|
All Other Countries |
12–20 Business days |
Processing Time: Please allow 1–4 business days for order processing before dispatch.
Important: These are only estimated delivery windows. Delays caused by customs, weather conditions, shipping carriers, or peak season backlogs are beyond our control. We do not offer refunds for orders that arrive within or shortly outside of this estimated window.
Customs Duties & Taxes: International orders may be subject to customs fees or import duties upon arrival. These are the responsibility of the customer and not included in the product price or shipping fee.
Q. Can I track my order after it’s shipped?
A. Yes! You will receive an email with a tracking number once your order has been dispatched. Please allow 24–48 hours for the tracking to become active.
Q. What’s your return & refund policy?
A. We offer a 30-day return window from the date of delivery.
To qualify for a return:
Item must be unused, in original packaging
Proof of purchase is required
Customers are responsible for return shipping fees unless the item is defective or wrong.
Non-returnable items: Clearance products, hygiene products (e.g., worn slippers), or customized items.
Once we inspect the return, we will issue a refund to your original payment method within 5–10 business days.
Q. What if my item is defective, damaged, or incorrect?
A. Please contact us at support@merkvis.com within 48 hours of delivery with clear photos. We will replace or refund you based on the issue.
Q. Can I cancel or change my order?
A. Orders can be changed or canceled within 12 hours of placement. After that, we cannot guarantee modifications, as orders may already be processed.
Q. Which payment methods do you accept?
A. We accept VISA, Mastercard, AMEX, Discover, and PayPal for secure transactions.
Q. Is my information secure?
A. Absolutely. We comply with global data privacy laws including GDPR and CCPA. Your personal information is never sold or misused.
Q. I forgot my password. What should I do?
A. On the login page, click “Forgot password?” We’ll email you a link to reset it securely.
Q. Do I need to pay customs duties or taxes?
A. Orders outside the U.S. may be subject to customs fees or import taxes. These are the buyer’s responsibility and not included in your order total.