FAQ's
What is your shipping policy?
We ship via USPS or UPS (at your choice) within 3 business days of your order date. Delivery time includes 1-3 business days of handling plus the actual delivery time varies depending on the shipping carrier. Our business hours are Monday to Friday 9am-5pm PST.
We try to do our best to meet customers’ needs by providing a variety of shipping options: USPS Ground Advantage, Priority, and UPS Ground. More expedited shipping is available upon request, please email customer-care@merae.com for shipping quotes. We reserve the right to change the chosen shipping method when there is a difference between shipping quote and actual cost.
What is your return policy?
We will gladly accept returns for items purchased through our website within 30 days of the purchase date for a refund or replacement. *All Health & Beauty, Vantelin Support and Hario products are final sale. Items opened from its original packaging, damaged, or showing evidence of use are not returnable.
Please contact us at customer-care@merae.com to start a return process. Include a copy of your order confirmation invoice and pack return item(s) carefully so it does not get damaged during the transit process since items received damaged will not be refundable.
Refunds will be credited back to the original method of payment. Gift returns will be credited back on the original buyer's credit card. Refunds will be for the purchase price of the item only. Shipping charges for original delivery and return cannot be refunded except for special cases.
I'm interested in purchasing wholesale. Who can I contact?
Please email us at customer-care@merae.com and a sales representative will get back to you.
I received items in damaged condition.
Photo documentation is required for resolution of your damaged package claim. Email order information and photos to customer-care@merae.com. We request the following seven digital pictures (provide as much photos as possible):
- A photo of the damaged item
- A photo showing the damaged merchandise, inside the original box, with all of the original cushioning (picture should show the placement of the merchandise and packaging inside the box)
- A photo of the packaging material used inside the box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.)
- A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number, which usually begins with 1Z)
- A close-up photo of the box manufacturer’s certificate (BMC), if available
- The BMC is a round stamp that details either the bursting strength of the box or the edge crush rating of the box.
- The BMC is generally found on a bottom flap on the outside of a corrugated cardboard box.
- Two photos displaying all six sides of the package (One photo should display the top and two sides. The second photo should display the bottom and the opposite sides.)
- Dimensions of the box, including the package height, length, and width
The online claims application supports following file formats:
- .JPG
- .JPEG
- .TIF
- .TIFF
- .BMP
- .DOCX
- .PNG
An item is listed as 'Out of Stock'. What does this mean?
Due to overwhelming popularity of some of our products, it may occur that an item is out of stock. Please sign up to get notified when a product is back in stock from the product page.