FAQs

SHIPPING & PAYMENT INFORMATION

WHEN WILL MY ORDER SHIP?

After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 9 am PST will not be shipped out until the next business day. If you order after 9 am PST on a Friday, your order will likely be shipped out on the following Monday.

 

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

Merry Tot cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

 

HOW ARE TAXES AND DUTIES CALCULATED?

For Duties Delivered Paid (DDP) Orders: Duties and taxes may be included in the price depending on ship to country. If not included in the price, they will be shown at checkout.

For Duties Delivered Unpaid (DDU) Orders: As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.



ORDER INFORMATION & CONCERNS

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?

If you need to change or cancel your order, please CONTACT US immediately. Once our warehouse has processed your order, we will be unable to make any changes.

 

MY ORDER STATUS SAYS "UNFULFILLED". WHAT DOES THAT MEAN?

"Unfulfilled" just means that we successfully received your order! Once your order is shipped, you'll receive a tracking number and your order status will change to "Fulfilled."

 

WHY WAS MY ORDER CANCELED?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a PayPal account. If you do not have PayPal, you can easily sign up at www.Paypal.com

 

SOME GENERAL QUERIES

1. HOW DO I CONTACT YOU, AND HOW LONG IT TAKES YOU TO RESPOND?
You can contact us by just filling the form available on our Contact Us page. We respond to most emails within 2-3 hours, but if you don't get a response from us, please check your spam bin! 

 

2. DO I NEED TO HAVE AN ACCOUNT TO ORDER?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new releases and special promotions

     

    3. WHAT PAYMENT METHODS DO YOU ACCEPT?
    We accept all major credit cards (VISA, Mastercard, Discover, AMEX) via PayPal.

     

      4. HOW SECURE IS MY ONLINE ORDER?
      When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

       

      5. ARE THERE ANY EXCHANGE RATES?
      All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

       

      6. CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
      Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.

       

      7. CAN I CANCEL MY ORDER?
      Cancellations are possible if you do not receive your package within the time frame specified for each individual product. Sometimes orders get sent out before we can process the cancellation. So if you cancel your order but still receive the package, then please go ahead and do one of three things: recycle it, donate it, or enjoy it.

       

      8. HOW LONG DOES SHIPPING TAKE & HOW CAN I TRACK MY ORDER?
      Your products will ship within 3 business days of your order, and then take up to 2-3 weeks to reach your doorstep. Once the order has shipped, we will email your tracking number and tracking website. We are not responsible for delays caused by the customs department in your country.

       

      9. WHY HAVE I ONLY RECEIVED 1 PRODUCT WHEN I ORDERED 2?
      This is because of processing of the shipment from our logistics partner. You'll receive another product with a different tracking number even you have placed a combined order.

       

      10. WHAT HAPPENS IF I RECEIVED THE WRONG ITEM?
      If there’s an issue with your order -- if it’s the wrong size, wrong color, defective, or otherwise not exactly what you wanted -- then simply notify us, and we’ll give you a refund.

       

      11. DO YOU OFFER EXCHANGES?
      Yes, we offer exchanges. However, if for any reason you didn’t get the exact product you expected, just let us know, and we’ll get you a new one.

       

      12. WHAT IF THE PRODUCTS I RECEIVED IS DAMAGED OR MISSING ITEMS?
      Please refer to our return policy. You must report damage or missing items within 2 business days of receipt by contacting us at support@merrytot.com. You also must keep the original box & packing material in the event we open a claim with the carrier. We appreciate your cooperation and patience through this process.

       

      13. WHAT'S YOUR RETURN POLICY?
      You can contact us for hassle-free returns. Just tell us what went wrong, send along a pic, and we’ll proceed your request. Then, we’ll give you your money back in full.

       

               If you still have any question, please contact us directly at email support@merrytot.com.