Orders & Shipping
How long will it take to receive my order?
Order delivery times vary depending on the product type and inventory status.
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
Order Cut-off Time: 14:00 (GMT-08:00), Monday through Friday.
Orders placed before the cut-off time begin processing on the same business day.
Orders placed after the cut-off time, or on weekends and public holidays, begin processing on the next business day.
What is your order cut-off time?
Our order cut-off time is 2:00 PM (GMT-08:00), Monday through Friday.
Orders placed after the cut-off time, on weekends, or on public holidays begin processing on the next business day.
Where do you ship from?
Orders may be fulfilled through our U.S. warehouse or other approved fulfillment facilities, depending on product availability.
Our primary U.S. fulfillment warehouse is located at:
79 Thomas McGovern Drive
Jersey City, NJ 07305
United States
This warehouse address must not be used for unauthorized returns.
What if my order is delayed?
Delays may occasionally occur because of severe weather, carrier disruptions, public holidays, restricted property access, or other unexpected logistical events.
Please contact support@merrowen.com if your tracking information has not updated or your order has exceeded the estimated delivery period.
Returns & Refunds
What is your return policy?
Eligible items may be returned within 30 days of delivery.
Items must be unused, uninstalled, unassembled, complete, and securely packed in their original packaging. Return authorization is required before sending any item back.
Custom products, Final Sale items, installed lighting, and assembled furniture are not eligible for standard returns.
Who covers the return shipping costs?
For change-of-mind, size, color, style, or customer-ordering errors, the customer is responsible for return shipping.
Merrowen covers return shipping for confirmed damaged, defective, missing, or incorrect items.
Can I cancel my order?
Orders may be cancelled free of charge within 48 hours of purchase.
After 48 hours, cancellation depends on the order’s processing status. Shipped orders cannot be cancelled directly, and custom orders cannot be cancelled after production begins.
Will I be charged a restocking fee?
A 15% restocking fee applies to customer-responsible returns, including change-of-mind, measurement errors, or ordering the wrong product.
The fee does not apply to confirmed damage, defects, missing items, or fulfillment errors caused by Merrowen or the carrier.
What should I do if my item arrives damaged?
Contact support@merrowen.com within 48 hours of delivery.
Please include:
- Your order number
- Photos of the product and damaged area
- Photos of the outer packaging
- Photos of the shipping label
If the packaging is visibly damaged, take photos before refusing delivery.
Payments & Security
Is my payment information secure?
Yes. Our website uses SSL encryption, and payments are processed through secure third-party payment providers.
Merrowen does not store complete credit or debit card numbers on its own servers.
Do you sell my personal information?
No. We strictly adhere to our Privacy Policy and do not sell your contact information or personal data to any third parties.
Taxes & Duties
Will I be charged sales tax?
Applicable sales tax is calculated according to the delivery address and included in the final total displayed at checkout.
Are there import duties?
Merrowen covers applicable standard import duties, customs fees, and customs-clearance charges for eligible original deliveries within the contiguous United States.
Customers will not normally be asked to pay separate standard import duties upon delivery. Customer-related charges such as return freight, redelivery, storage, rerouting, or address-correction fees may still apply.
Need More Help?
If you couldn't find the answer to your question, please don't hesitate to reach out to our support team. We are here to help!
Email: support@merrowen.com
Phone: +1 209-685-3599
Working Hours:
Monday – Friday,
9:00 AM – 6:00 PM (GMT+8) / 6:00 PM – 3:00 AM(Pacific Time).
Our digital support team operates across time zones to verify order cancellations and log transit inquiries instantly before the domestic PT carrier dispatch.