Delivery FAQ

Q: What are the estimated delivery times for my location?

A: The estimated delivery times for your location are 7-14 days, depending on the different warehouse.

Q: Are there any shipping restrictions for certain countries and regions?

A: Due to carrier and import policies of certain countries and regions, we do not support the shipment of certain products to specific countries and regions. Some countries and regions may require additional information to ensure shipment. Here are some of the requirements:

Brazil: Requires a personal tax number.

Taiwan: Requires a traditional Chinese name and personal ID. Additionally, download the "易利委" app to complete the real-name authentication process.

Mexico: Air purification products cannot be shipped.

Saudi Arabia: Do not ship to PO box service. Please do not leave a PO Box address.

Q: When will my order be shipped?

A: Our usual warehouse operations require 1-2 days. Under normal circumstances, we will dispatch your package within this timeframe. However, during public holidays, for pre-order items, or if a product is out of stock, shipping may be delayed. If your order is not shipped on time, you can contact shopify@meross.com for logistics updates.

Q: Can I change the delivery address after placing the order?

A: If you entered the wrong address for your order, please contact shopify@meross.com as soon as possible to change the address information. Once the package has been dispatched, we will not be able to assist you in modifying the address.

Q: What should I do if I missed the delivery?

A: If you missed the delivery, please contact your local delivery carrier to arrange a redelivery. You can track the final delivery carrier using the tracking number. If you are unsure how to do this, please contact shopify@meross.com, and we will assist you in contacting the carrier.

Q: How do I report a damaged or missing item?

A: To report a damaged or missing item, please follow these steps: If your package is missing, it's typically due to missed delivery attempts or incomplete addresses. We recommend contacting your local delivery carrier to locate the package. In case of significant package damage, please retain photos of the package as received and send them to shopify@meross.com. We will assist you through the claims process.



Returns FAQ

Q: How do I start a return process?

A: First of all, please email to shopify@meross.com to apply a return.
Then you can send the product and all the accessories back to our warehouse. We have warehouses located in Germany and the United States to accept returns. After that send us the return shipping invoice, we will issue full refund for your order. However please pay for return cost as it's not product quality issue. Please note, we don't provide shipping lable.

Q: When will I receive my refund?

A: Once our warehouse receives and confirms your return, we will process your refund. Please be aware that due to the high packages received by the warehouse, it is crucial to email shopify@meross.com when sending back your item. Without this notification, your return might be missed, causing a delay in your refund.

Q: What should I do if I received a defective or damaged item?

A: For any product issues, please contact support@meross.com. We are happy to assist you with any problems you may have with using our products. If the product is unusable due to a quality issue, we will either send you a replacement or arrange a refund at no cost to you.

Q: Do I need to contact customer service before returning an item?

A: Yes, please be sure to contact customer service before returning an item.

Q: Can I get store credit instead of a refund?

A: Yes, we provide store gift card for refund.

 

Order FAQ

Q: What should I do if I received the wrong item?

A: Please take photos of the incorrect item and send them to shopify@meross.com. We will arrange a replacement to you.

Q: Do you offer bulk ordering for businesses?

A: Yes, we offer discounts for bulk orders through our wholesale program. If you are purchasing multiple items, please refer to our bulk ordering page and use the corresponding discount code. For specific inquiries or custom needs, feel free to contact marketing@meross.com. We are here to assist you.

Q: How do you handle pre-orders?

A: When you purchase a pre-order product, we reserve your order. Pre-order items are available at a discounted price, and we encourage you to take advantage of these offers. The estimated shipping date is specified on the product page. Please note, exact shipping dates may vary due to unforeseen circumstances. For the latest updates on your order, feel free to contact customer service. You can also make changes to or cancel your order before it is shipped.