Shipping policy

1. Overview and Fulfillment Logistics

merlinera utilizes third-party fulfillment services to ship and process orders globally. Our products are dispatched from various Fulfillment Centers (FCs) located in regions including the US, the EU, and the UK.

We strive to process orders efficiently, but the dispatch location, final carrier, and shipment method are determined by the available inventory and the fulfillment partner at the time of purchase.

2. Shipping Rates and Delivery Estimates (Non-Guaranteed)

Shipping rates for your order will be calculated and displayed at checkout, based on the dimensions, weight, and destination of your order.

All stated delivery times are estimates only and are not guaranteed. We are not liable for any delays caused by the carrier, customs processing, weather events, or other events outside of our direct control. Delivery failures do not qualify for refunds on shipping charges.

3. Transfer of Risk and Title

Once merlinera transfers the purchased product(s) to the designated carrier, the title to the product and the risk of loss or damage passes entirely to the customer.

We are not responsible for packages that are delayed, lost, or stolen after the shipment has been marked as delivered by the carrier or confirmed as transferred to the final delivery agent.

4. Customs, Duties, and Import Fees

  • Prices displayed on our website do not include potential import duties, tariffs, VAT/GST (for cross-border shipments outside of the initial sales territory), or brokerage fees, unless explicitly stated otherwise during checkout for specific regions.
  • The customer is solely responsible for paying all customs duties, taxes, and fees levied by the destination country.
  • If a customer refuses to pay these duties and the package is returned to our Fulfillment Center, the customer will be responsible for both the original shipping costs and any return shipping charges incurred by merlinera. Any refund issued will be reduced by these associated costs.

5. Address Accuracy and Reshipment

  • The customer is responsible for ensuring the accuracy and completeness of the shipping address provided during checkout.
  • If a shipment is returned to the Fulfillment Center due to an incorrect, incomplete, or inaccessible address provided by the customer, the customer will be required to pay an additional shipping fee for reshipment.
  • merlinera is not responsible for products lost or delivered to an incorrect address due to customer error.

6. Damaged or Lost Shipments

If your order arrives damaged or is confirmed lost in transit, please contact us immediately at info@merlinera.com within 7 days of the confirmed delivery date (in the case of damage) or estimated delivery window (in the case of loss).

We will assist you in opening an investigation with the relevant carrier. Please note that the resolution of claims is subject to the carrier’s investigation process and timeline.