FAQs

1. Do you ship worldwide?

   Yes, to most parts of the world.

 

2. How long until I receive my product?

   Items are shipped from our warehouses in the US and Asia, depending on your shipping address. Some items may take 14-21 days. You will receive an email to track your order after you complete a purchase. 

Mermaid Rock will not be held responsible for any lost or stolen parcels that have been shown delivered by the shipment carrier's tracking information.

 

3. Why did I only receive one of my items when I purchased more than one?

   Because your items might be stored at different warehouse and are shipped separately they may arrive at different times. Don't worry you will receive an email to track your order for each item that you have ordered.

 

4. How secure is your site?

   Mermaid Rock processes payments using the Stripe payment gateway. Stripe is certified to PCI Service Provider Level 1, the most stringent level of certification. We take security very seriously, all payments are verified by Stripe to prevent fraud.

 

5. How can I track my order?

   You can track your parcel via the email we sent you. Clicking ‘Track my order’ in the email will take you straight to the parcel tracking page where the location of your parcel is updated from dispatch to delivery. Alternatively, enter your tracking number into ‘Track your order’ on our website.

 

6. What should I do if I made a mistake in my shipping details?

   Please contact us immediately (no more than 24 hours) if you noticed that your shipping details are incorrect. Note that we are unable to allow any amendments once your items have been processed and dispatched.

 

7. Why have I not received my refund? (If applicable?)

   If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take up to 10 business days before your refund appears on your bank statement. If you’ve done all of this and you still have not received your refund yet, please contact us at info@shopmermaidrock.com