FAQ

Welcome to the Merrowen Help Center. We’ve compiled answers to the most common questions below to help you get the information you need quickly.

Orders & Shipping

Delivery times vary depending on product type, availability, and fulfillment requirements.

Home Décor & In-Stock Items

Processing Time: 2–5 business days
Transit Time: 5–10 business days
Estimated Delivery: 7–15 business days

Large Furniture & Specialty Items

Processing Time: 15–25 business days
Transit Time: 20–25 business days
Estimated Delivery: 35–50 business days

Certain custom, made-to-order, handcrafted, or oversized products may require additional production or preparation time. When applicable, the estimated lead time will be disclosed on the product page or during the ordering proces

Our order cut-off time is 2:00 PM Pacific Time (PT), Monday through Friday.

Orders placed before the cut-off time begin processing on the same business day. Orders placed after the cut-off time, on weekends, or on public holidays begin processing on the next business day.

lfillment locations depending on the product type and availability.

Many in-stock home décor and accessory items may be fulfilled through our U.S. warehouse in New Jersey. Certain large furniture, handcrafted, custom, or specialty items may ship from one of our approved manufacturing or fulfillment partners before entering the U.S. delivery network.

Regardless of fulfillment origin, Merrowen covers applicable standard import duties, customs fees, and customs-clearance charges for eligible original deliveries within the contiguous United States.

Our primary U.S. fulfillment and return warehouse is located at:

79 Thomas McGovern Drive
Jersey City, NJ 07305
United States

Please obtain return authorization before shipping any product to this location.

Occasional delays may occur due to severe weather, carrier disruptions, public holidays, freight scheduling, restricted delivery access, or other unexpected logistical circumstances.

If we become aware of a significant delay affecting your order, we will provide available updated delivery information.

Please contact support@merrowen.com if your order has exceeded its estimated delivery period or if you have concerns about your tracking information.

Returns & Refunds

Eligible items may be returned within 30 days of delivery.

For personal-preference returns, items should be unused, in original condition, complete with all parts, hardware, and accessories, and securely packed for return.

Products that have been fully assembled, installed, modified, or used may not be eligible for a full refund when the return is based on personal preference.

This does not prevent customers from contacting Merrowen regarding confirmed shipping damage, manufacturing defects, missing parts, or incorrect items.

Custom-made or personalized products and Final Sale items may be subject to separate return restrictions as described in our Refund Policy.

For eligible personal-preference returns, including change of mind, color or style preference, size or measurement errors, or ordering the wrong item, the customer is responsible for applicable return shipping costs.

Merrowen covers applicable return shipping costs for confirmed shipping damage, manufacturing defects, missing items, or incorrect products caused by Merrowen or the carrier.

Orders may be canceled free of charge within 48 hours of purchase.

After the initial 48-hour period, you may still contact Merrowen to request cancellation before shipment. Cancellation availability depends on the order's fulfillment status and product type.

Orders that have already shipped cannot be directly canceled.

Custom, personalized, or made-to-order products cannot be canceled once production has begun. If you need to modify or cancel a custom order, please contact support@merrowen.com as soon as possible.

No. Merrowen does not charge a restocking fee.

For eligible personal-preference returns, customers are responsible for applicable return shipping costs.

Please inspect your order after delivery.

To help us document the issue and, when applicable, file a carrier claim promptly, please report visible shipping damage, manufacturing defects, incorrect items, or missing parts within 7 days of delivery.

Email support@merrowen.com and include, when applicable:

Your order number

Clear photos of the product and affected area

Photos of the outer packaging

Photos of the shipping label

If the outer packaging is visibly damaged at delivery, please take clear photos of the packaging and product.

Confirmed missing parts will be shipped at no additional charge.

Claims submitted after 7 days will still be reviewed based on the circumstances and available documentation.

Payments & Security

Payments are processed through secure third-party payment providers, and Merrowen does not store complete credit or debit card numbers on its own servers.

Our website uses encrypted connections designed to protect information during transmission.

Merrowen does not sell personal information in exchange for direct monetary payment.

Certain advertising or analytics activities may be considered a “sale,” “sharing,” or targeted advertising under some U.S. state privacy laws. Where applicable, eligible customers may opt out through the privacy controls available on our website.

Please review our Privacy Policy for more information.

Taxes & Duties

Applicable sales tax is calculated based on the delivery address and displayed during checkout where required.

Merrowen covers applicable standard import duties, customs fees, and standard customs-clearance charges for eligible original deliveries within the contiguous United States.

You will not be charged separate standard import duties or customs-clearance fees at delivery.

Applicable sales tax, where required, is calculated separately at checkout based on the delivery address.