How can we help you?

Payment & Promos

What payment methods can I use?

We currently accept payment via PayPal, Visa, MasterCard and American Express.

What can I do if my payment fails?

Please check your network environment, payment method, and bank settings.

My order is wrong, what should I do?

If you suspect that your order may be wrong or you have been sent the wrong thing, please ensure you message us with your Order Number and a photo of the items you have/have not received.

Sending these two pieces of information will allow us to process your requests much quicker.

What information should I give?

If you are getting in touch with us, please provide your order number. Without this, we will have to message back to request it and this will delay your enquiry being processed.

Can I add items to my order?

If you require additional items once you have completed your purchase, we will cancel your order and allow you to place it again with all the additional items you require. This is to ensure our systems run smoothly and there is no chance of duplicate orders or missing items.

Shipping & Delivery

How long until you ship my order?

We ship orders Monday-Friday.
Our cut off time for orders is 12pm daily, so any orders placed after 12 will not be processed until the following day.
Custom items will be shipped when available - please allow extra time for these products as we have to custom design and manufacture them, meaning they may not be available for a few additional days.

Why is the tracking number invalid?

Please wait patiently. Tracking numbers are not valid until the carrier scans the package and uploads the information.

How do I track my order?

Once your order has been dispatched you should receive tracking information via SMS or Email.
This tracking information will also be visible in your account section, if you have one.

What if my address is wrong?

Customers are responsible for providing us with a complete correct address. You must include all relevant address information such as unit/suite numbers, business name etc.

Meruzy are not responsible for issues with delivery related to incomplete or incorrect addresses.

We reserve the right to hold orders that we believe have incorrect address information until we are able to contact you to confirm the shipping address.
If a package is returned to sender due to an incorrect address or issues with the delivery from the customer's side, we will refund the cost for the items minus the shipping cost. You can then place the order again with updated address information if you would like.

 Please review your address information carefully before ordering to prevent any delay or additional cost. It is up to you to select the correct service for your address.

Return & Refund

Can I cancel my order?

Orders can be cancelled before they ship out. We typically ship most orders the same business day so it is important to contact us as soon as possible if you want to cancel an order.

How long is the warranty period?

We provide a one-year warranty for products sold on the official MERUZY website.

Can I return my product?

Yes, please read our Returns Policy carefully before returning your product. If you have further questions, please contact the customer service team.

How do I make a return?

Please pack all the items you wish to return in a secure box or bag, ensuring all the products are in a clean and unused condition.

Please get in touch with us for our returns address.

When will I receive my refund?

Refunds will be settled within 15 business days of receipt of the returned item. The specific date of the transfer refund is determined by the payment channel bank.