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Mon - Fri, 9am - 6pm EST

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HAVE QUESTIONS? WE'RE HERE TO HELP!

Q: How do I track my order?

Once your order ships, you’ll receive a confirmation email with your tracking number and updates. You can also monitor your shipment’s progress anytime on our Order Tracking Page. Please note that tracking information may take 24–72 hours to update after dispatch, especially for international orders.

Q: Can I change or cancel my order?

We process orders quickly! If you need to make any changes, please contact us immediately after placing your order. Once an order has been processed or shipped, we’re unable to modify it. While our return policy is hassle-free and customer-friendly, returning the item will require additional time and effort on your part—please review our Return Policy for full details.

Q: When will I get my order?

When will I get my order?We aim to process and ship your order within1–2 business daysafter purchase. Once shipped, delivery times depend on your location:

United States: 5–10 business days
Europe (EU & UK): 7–15 business days
Other international destinations: 10–20 business days

You’ll receive a shipping confirmation email with a tracking number as soon as your order is on its way. Please note that customs clearance or local carrier delays may occasionally extend delivery times—especially during holidays or peak seasons. For real-time updates, you can track your package using our Order Tracking Page.

Q: What if I haven’t received my package?

Double-check your shipping address in the order confirmation email to ensure it’s correct.
Check with neighbors, family members, or building management—carriers sometimes leave packages with them or in a shared mailbox/lobby.
Review your tracking link to see if a delivery attempt was made or if the package is held at a local pickup point (e.g., post office or carrier depot).
Wait an extra 1–2 business days—carriers may mark a package as “delivered” before it physically arrives, especially during high-volume periods.

🔒 Package Theft Tip: To help prevent porch piracy, consider:

Requesting delivery to a secure location (e.g., workplace, locker, or parcel safe)
Using carrier instructions to leave the package out of sight (e.g., behind a door or bush)
Signing up for delivery alerts so you can retrieve your package promptly

If your tracking shows “delivered” but you still can’t locate the item after 48 hours, please contact us—we’ll help investigate!

Q: What if my package is lost or stolen?

Once your order has been handed over to the shipping carrier, Merryshape is no longer responsible for lost, stolen, or undelivered packages. However, we understand how frustrating this can be—and we’re here to help.

If your tracking status shows no delivery attempt and the package appears lost in transit, we’ll gladly assist you in filing a claim with the carrier.
If the tracking shows “delivered” but you haven’t received the item, it may have been misplaced or stolen after delivery. In such cases, carriers typically consider the shipment complete, and claims are often denied—but we still recommend checking with neighbors, building management, or local postal facilities before reaching out.

🔒Tip:To reduce the risk of theft, consider using a secure delivery address (like your workplace), requesting signature confirmation, or choosing a carrier locker/pickup point at checkout.If you believe your package is lost, please contact us within 30 days of shipment, and we’ll do our best to support you.

Q: Do you offer free shipping?

Yes! Enjoy free standard shipping on all orders over $79 USD.

Q: Can I change my shipping address after ordering?

We can only update your shipping addressbefore your order has been shipped.If you need to make a change, pleasecontact us immediatelywith:

Your order number
The correct, full shipping address

The sooner you reach out, the better—we process orders quickly to ensure fast delivery, so changes may not be possible once fulfillment begins.⚠️ Note: Once an order is marked as “shipped,” we’re unable to modify the address or redirect the package.

Still have questions?

Our customer care team is here for you!
📧 Email: support@merryshape.com
🕒 Response time: Within 24 business hours

Thank you for choosing Merryshape—where confidence meets comfort! 💕

CUSTOMER CARE

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HK Merry Shape E-commerce Co., Limited | Room 605, 6/F, Easy Commercial Building, 253–261 Hennessy Road, Wanchai, Hong Kong

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