Shipping policy

At Merrowen, we aim to provide clear and transparent shipping information so you know what to expect before placing your order.

1. Order Processing and Estimated Delivery

Order Cut-off Time: 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.

Estimated Delivery Times

Product Type	Processing Time	Transit Time	Estimated Delivery
Home Décor & In-Stock Items	2–5 business days	5–10 business days	7–15 business days
Large Furniture & Specialty Items	15–25 business days	20–25 business days	35–50 business days

Delivery estimates are provided in business days and may vary depending on the product, delivery location, carrier scheduling, and accessibility of the destination.

Certain oversized, handcrafted, customized, made-to-order, or pre-order products may require additional preparation time. When applicable, extended lead times or special-order status will be clearly disclosed on the applicable product page or communicated before fulfillment.

If a significant unexpected delay affects your order, our team will contact you by email.

2. Shipping Coverage

Service Area	Availability
Contiguous United States (48 states)	Available
Alaska	Not available
Hawaii	Not available
Puerto Rico and U.S. territories	Not available
P.O. Boxes	Not available
APO/FPO addresses	Not available

3. Shipping Costs and Taxes

Charge	Details
Standard Shipping	Free within the contiguous United States
Sales Tax	Calculated at checkout based on the delivery address
Import Duties and Customs Fees	Paid by Merrowen

All applicable charges will be displayed before payment is completed.

Free standard shipping applies to completed deliveries under our standard shipping service.

If an order is refused or cannot be delivered for a customer-related reason, actual carrier redelivery or return freight charges may apply as described in Section 10 below.

Merrowen does not charge a restocking fee.

4. Standard Delivery

Free standard delivery is generally limited to curbside or front-door delivery, depending on the product, carrier, property access, and where the delivery vehicle can safely access and stop.

Standard delivery does not include:

Indoor placement

Carrying items upstairs or through elevators

Assembly or installation

Packaging removal

Customers are responsible for ensuring that the delivery location is reasonably accessible to the carrier and that purchased items can fit through entrances, hallways, elevators, stairways, and other access points where applicable.

5. White-Glove Delivery

Paid white-glove delivery may be available upon request.

Service	Fee
First item	$300
Each additional item in the same delivery	$200

Availability may vary depending on the delivery location, product type, and carrier availability.

Please contact us before placing your order if you would like to confirm white-glove delivery availability for your location.

Once a paid white-glove delivery service has been successfully completed, the service fee is non-refundable.

6. Order Tracking

A shipping confirmation email will be sent once your order has shipped.

Tracking information may take up to 48 hours to become active in the carrier's system.

For large furniture and freight deliveries, the carrier may contact you directly to coordinate or schedule final delivery.

7. Shipping Address

Please review your shipping address carefully before completing your order.

If an incorrect or incomplete address is provided, contact us as soon as possible at support@merrowen.com.

Our team will do our best to assist with an address correction before shipment. However, address changes cannot be guaranteed once an order has entered fulfillment or has been transferred to the carrier.

Additional carrier fees, redelivery charges, or routing delays resulting from an incorrect or incomplete address may apply.

8. Delivery Delays

Occasional delivery delays may occur because of 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 contact you using the contact information provided with your order.

Our customer service team will also assist with available carrier updates when requested.

9. Damaged, Defective, Incorrect, or Missing Items

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, missing components, incorrect items, or other delivery-related issues within 7 days of delivery.

Please email support@merrowen.com and provide, when applicable:

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.

After reviewing the issue, Merrowen may provide replacement parts, a replacement product, a partial refund, or a full refund depending on the circumstances and available resolution.

Confirmed missing parts will be shipped at no additional charge.

Confirmed shipping damage, manufacturing defects, or fulfillment errors will not result in return shipping charges to the customer.

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

10. Failed or Refused Deliveries

If you experience a delivery issue, please contact Merrowen whenever possible before refusing a shipment.

Situation	Resolution
Incorrect or incomplete address	Actual carrier redelivery or return charges may apply
Missed scheduled delivery appointment	Additional carrier fees may apply
Delivery refused for a customer-related reason	Actual carrier return freight charges may be deducted from an applicable refund
Package returned to the warehouse	Merrowen will contact the customer regarding available redelivery or refund options
Delivery refused because of confirmed shipping damage	Customer will not be responsible for applicable return freight charges

Merrowen does not charge a restocking fee.

If redelivery is requested after a failed delivery caused by an incorrect address, missed appointment, or another customer-related reason, actual carrier redelivery charges may apply.

11. Order Cancellations

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

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

For standard products that have not yet shipped, our team will review the cancellation request and confirm whether fulfillment can still be stopped.

Once an order has shipped, it cannot be directly cancelled. After delivery, an eligible return may be requested in accordance with our Return & Refund Policy.

Customized, personalized, made-to-order, or other specially produced items cannot be cancelled once production has begun when this restriction has been disclosed as part of the product or ordering terms.

Cancellation requests should be submitted to support@merrowen.com as soon as possible.

12. U.S. Fulfillment and Return Warehouse

Eligible authorized returns are processed through our U.S. return warehouse:

Merrowen Return Warehouse
79 Thomas McGovern Drive
Jersey City, NJ 07305
United States

Customers are not required to return eligible products to our business address in China.

Please obtain return authorization from Merrowen before shipping an item back so that we can provide the correct return instructions.

13. Business and Contact Information

Information	Details
Brand Name	Merrowen
Operating Company	Shanghai Yangjuda Trading Co., Ltd.
Business Address	2nd Floor, Building J, No. 5358 Huyi Highway, Jiading District, Shanghai 201806, China
U.S. Fulfillment and Return Warehouse	79 Thomas McGovern Drive, Jersey City, NJ 07305, United States
Customer Service Email	support@merrowen.com
Trade Email	trade@merrowen.com
Phone	+1 209-685-3599
Customer Service Hours	Monday–Friday, 9:00 AM–6:00 PM (GMT+8)