Shipping and Returns

Order Processing

All orders are processed within 1–2 business days. Orders placed after 12:00 PM CT are processed the next business day. A tracking number is emailed once your order ships.

Shipping (U.S. only)

  • We currently ship to U.S. addresses only.
  • Carriers: USPS, UPS, or FedEx (selected based on speed and destination).
  • Typical delivery time: 3–7 business days.
  • Delivery dates are estimates; carrier or weather delays are outside our control.

Address Accuracy

Please verify your shipping address at checkout. Packages returned due to an incorrect or incomplete address can be reshipped after payment of additional postage.

Lost or Damaged Packages

  • Report shipping damage within 7 days of delivery. Include clear photos of the box and product.
  • Report a lost package after 7 business days from the last tracking update.
  • We will work with the carrier to resolve the claim and provide a replacement or refund once confirmed.

Returns

  • Returns accepted within 30 days of delivery for unused items in original packaging.
  • Return shipping is paid by the customer unless the item arrived defective or incorrect.
  • Non-returnable: used or damaged products, final-sale items, and gift cards.
  • To request a return, email orders@merlos.co with your order number and reason. We’ll provide instructions.

Condition Requirement

Returned products must be in unused, like-new condition with all original packaging and accessories. If a returned item shows signs of use, wear, or modification, Merlos LLC may:

  • Decline the refund and return the item to you, or
  • Issue a partial refund with a restocking fee (typically 10–25%), based on condition.

Refunds

Refunds are issued to the original payment method after inspection. Allow 3–5 business days for your bank or card issuer to post the credit. Original shipping charges are non-refundable unless the return was due to our error.

Exchanges

For fastest turnaround, place a new order for the replacement and return the original item for a refund.

Defective or DOA Items

If your product arrives defective or non-functional, contact us within 7 days of delivery. We will troubleshoot and, if confirmed, provide a prepaid return label and a replacement.

Warranty vs. Returns

Issues after 30 days may be covered under our 90-day limited warranty. See the Warranty page for coverage and claim steps.

Contact

Questions about shipping or returns? Email contact@merlos.co.