FAQ

Welcome to the Merrlane Help Center. Below you will find answers to common questions about orders, shipping, delivery, returns, payments, privacy, and product information.

Orders and Shipping

How long will it take to receive my order?

Delivery times depend on the product category, availability, processing requirements, and delivery destination.

Product Category	Processing Time	Transit Time	Estimated Total Delivery Time
Home Décor & In-Stock Items	2–5 business days	5–10 business days	7–15 business days
Large Furniture & Specialty Items	10–15 business days	15–25 business days	25–40 business days

Processing time is the period required to prepare an order before it is transferred to the carrier.

Transit time begins after the carrier receives the shipment.

Delivery estimates are based on normal operations and may be affected by severe weather, carrier disruptions, seasonal volume, address problems, access restrictions, or other circumstances outside Merrlane’s reasonable control.

What is your order cut-off time?

Our standard order-processing cut-off time is 4:00 PM Pacific Time, Monday through Friday.

Orders placed before the cut-off time may begin processing on the same business day.

Orders placed after 4:00 PM Pacific Time, during weekends, or on applicable public and carrier holidays will begin processing on the next business day.

The cut-off time determines when processing may begin. It does not guarantee same-day shipment.

Where does Merrlane ship?

Merrlane currently ships to eligible residential and commercial addresses within the contiguous United States.

We currently do not ship to:

Alaska
Hawaii
Puerto Rico
Guam
U.S. Virgin Islands
Other U.S. territories
APO, FPO, or DPO military addresses
P.O. Boxes

Orders submitted for unsupported destinations may be canceled and fully refunded.

Where will my order ship from?

Orders may be fulfilled through our U.S. warehouse partner or another authorized fulfillment facility, depending on the product, inventory location, original fulfillment route, and carrier requirements.

Our U.S. fulfillment partner is located at:

8 Industrial Dr
Hudson, NH 03051
United States

This facility is used for selected storage, logistics, and fulfillment activities. It is not Merrlane’s registered business address, public showroom, customer service office, or walk-in retail store.

The exact fulfillment route does not change the delivery estimate shown for the applicable product category.

Once the order ships, Merrlane will provide available tracking or delivery information.

Do you offer free shipping?

Merrlane provides free standard shipping on eligible orders delivered within the contiguous United States.

For large furniture and oversized products, free standard delivery may be limited to an accessible curbside, driveway, building entrance, loading area, or another location safely reachable by the delivery vehicle.

Standard delivery does not include inside placement, unpacking, assembly, installation, or packaging removal unless an upgraded service has been separately confirmed.

Will I receive tracking information?

Yes.

Once your order ships, you will receive a shipping confirmation email containing available tracking or delivery information.

Tracking may take 24–48 hours to show movement after the carrier first scans or receives the shipment.

Freight and specialized delivery tracking may update differently from standard parcel tracking. The carrier may contact you directly to arrange an appointment.

What should I do if my order is delayed?

Occasional delays may occur because of carrier interruptions, weather, seasonal shipping volume, address problems, delivery-access restrictions, or other circumstances outside Merrlane’s reasonable control.

If your shipment has passed its estimated delivery period or tracking has shown no movement for an unusually long time, contact support@merrlane.com.

Please provide your order number. Merrlane will review the available tracking information and, when appropriate, contact the carrier or request a shipment trace.

What happens if my shipment is confirmed lost?

If the carrier confirms that the shipment was lost and you did not receive the order, Merrlane will provide an appropriate resolution.

Depending on product availability and the circumstances, this may include:

A replacement shipment
A full refund
Another mutually agreed resolution

You will not be charged for a replacement when the original shipment was confirmed lost through no fault of your own.

Can I change my shipping address?

Contact support@merrlane.com as soon as possible if you need to request an address change.

We will make reasonable efforts to help, but changes cannot be guaranteed after an order has entered processing, packaging, freight booking, or shipment preparation.

Customers are responsible for providing complete and accurate shipping information at checkout.

Documented carrier costs caused by an incorrect customer-provided address may be charged according to the Shipping Policy and Return and Refund Policy.

Will the carrier contact me before delivery?

For standard parcel shipments, advance contact may not be required.

For freight, oversized furniture, or specialized deliveries, the carrier may contact you by phone, text message, or email to arrange a delivery appointment.

Please make sure the contact details provided with the order are accurate and monitor carrier communications.

Do I need to be present for delivery?

Some orders may require a signature or scheduled delivery appointment.

When a signature or appointment is required, you or another authorized adult should be present to receive the shipment.

Failure to attend a confirmed appointment may result in documented redelivery, storage, or rebooking costs.

Returns and Refunds

What is Merrlane’s return policy?

Most eligible products may be returned within 30 days after confirmed delivery.

To begin a return, contact support@merrlane.com within the applicable return period and provide:

Your order number
The product being returned
The reason for the return
Photographs when the product is damaged, defective, incomplete, or incorrect

Merrlane will provide the correct return instructions and return location.

Return routing may vary depending on the product, original fulfillment location, carrier requirements, and reason for return.

What condition must a returned item be in?

To qualify for a personal-reason return, the product must generally:

Be unused
Be in substantially original condition
Be free from customer-caused scratches, stains, chips, odors, alterations, or wear
Include all supplied accessories, hardware, and components
Be packed securely for return transportation
Be returned within the applicable return period

You may open and reasonably inspect the product after delivery.

Opening the shipping carton does not automatically make a product ineligible for return.

Original packaging is recommended. If the original packaging is damaged or unavailable, equivalent protective packaging may be used.

Do I need authorization before sending a return?

Please contact Merrlane before mailing a return so we can provide the correct destination and return instructions.

This process helps the receiving facility identify the package, inspect it, and associate it with the correct order.

A qualifying return will not be denied merely because the customer requested authorization. However, products sent to an incorrect or unassigned location may be delayed, refused by the facility, or become difficult to identify.

Who pays return shipping?

Return shipping responsibility depends on the reason for the return.

Merrlane covers the applicable return shipping cost when the return results from:

Confirmed shipping damage
A verified manufacturing defect
Missing components
An incorrect product
A Merrlane fulfillment error

The customer is responsible for return shipping when the return results from:

Changing their mind
Ordering the wrong product
Color or style preference
Size preference
No longer needing the product
Another personal-preference reason

Merrlane does not charge an additional restocking fee for an approved return.

Is there a restocking fee?

No.

Merrlane does not charge an additional restocking fee for approved returns.

Customer-responsible return transportation or documented carrier costs are not considered restocking fees.

Can I cancel my order?

You may request a full cancellation within 48 hours after purchase, provided the order has not entered shipment preparation or been dispatched.

Contact support@merrlane.com as soon as possible.

A cancellation is not confirmed until Merrlane sends written confirmation.

Once an order has shipped, it cannot be canceled. An eligible return may be requested after delivery under the Return and Refund Policy.

What should I do if my item arrives damaged, defective, incomplete, or incorrect?

Please inspect the product and packaging promptly after delivery.

Contact support@merrlane.com within 48 hours whenever reasonably possible and provide:

Your order number
A brief description of the issue
Photographs of the complete product
Close-up photographs of the damage or defect
Photographs of the exterior packaging
Photographs of the internal protective materials
A photograph of the shipping label
Video evidence when reasonably necessary

Please keep the product and all packaging materials until Merrlane has reviewed the claim.

After verification, Merrlane may provide replacement components, a replacement product, return instructions, a refund, or another appropriate resolution.

What if I report damage after 48 hours?

The 48-hour period helps Merrlane document carrier damage and submit timely claims.

A report made after 48 hours will not automatically be rejected. However, delayed reporting may make it more difficult to verify whether the damage occurred during transportation.

Any rights that cannot legally be waived remain unaffected.

How long does a refund take?

After an authorized return is received and inspected, Merrlane generally processes an approved refund within 3–5 business days.

After the refund is issued, the customer’s bank or payment provider generally requires an additional 5–10 business days to post the funds.

Refunds are normally returned to the original payment method.

Can I exchange an item?

Direct exchanges may not be available for every product.

For a personal-preference exchange, the original product will generally be handled as a return, and you may place a new order for the preferred product.

If an item arrives damaged, defective, incomplete, or incorrect, Merrlane may provide a replacement part or replacement product when appropriate.

Payments and Security

Which payment methods do you accept?

Payment methods displayed during checkout may include:

Visa
Mastercard
American Express
Discover
PayPal
Google Pay
Shop Pay

Availability may depend on your device, browser, location, and current checkout configuration.

The payment methods displayed during checkout are the methods available for your order.

All purchases are processed in U.S. Dollars.

When will my payment method be charged?

Your payment method may be authorized or charged when the order is submitted, depending on the bank, card issuer, digital wallet, or payment provider.

You may initially see a pending authorization rather than a completed charge.

The timing of authorization release or final posting is controlled by your financial institution.

Is my payment information secure?

Merrlane uses secure ecommerce technology, encryption, and established third-party payment providers to process transactions.

Merrlane does not directly store complete payment card numbers, card security codes, or complete digital-wallet credentials on its own servers.

No electronic system can guarantee absolute security, but Merrlane uses commercially reasonable safeguards designed to protect transaction information.

Why is my order being verified?

Merrlane and its payment providers may review certain orders to help prevent unauthorized transactions.

A difference between billing and shipping addresses does not automatically mean an order is fraudulent.

If a payment or security system identifies a material concern, Merrlane may contact you through an official communication channel to verify limited order or payment information.

Merrlane will not ask by email for your complete card number, card security code, online-banking password, or digital-wallet password.

What should I do if I see a duplicate or unfamiliar charge?

One transaction may be a temporary authorization while another is the completed charge.

Temporary authorizations are generally released by the bank automatically.

If two completed charges appear for one order, or you do not recognize a Merrlane transaction, contact support@merrlane.com and your financial institution promptly.

Do not email complete card numbers or security codes.

Taxes and Duties

Will sales tax be charged?

Applicable sales tax is calculated during checkout based on the shipping destination and applicable tax requirements.

The amount may vary by state, county, city, local jurisdiction, and product category.

Will I pay import duties or customs fees?

For eligible orders delivered within the contiguous United States, the final amount displayed at checkout includes all applicable import duties and customs clearance charges handled by Merrlane or its logistics providers.

You will not be required to pay additional import duties or customs clearance fees to the carrier upon delivery.

Optional services separately requested by the customer, such as expedited delivery, special handling, storage, redelivery, or address correction, may involve separately disclosed charges.

Privacy

Does Merrlane sell personal information?

Merrlane does not sell personal information in exchange for money.

However, certain analytics, advertising, or cookie activities may be considered a “sale” or “sharing” under some U.S. state privacy laws even when no money is exchanged.

Where required by applicable law, customers may use available privacy controls or a qualifying Global Privacy Control signal to opt out of applicable sale or sharing activities.

Please review the Merrlane Privacy Policy for complete details.

How can I submit a privacy request?

To request access, correction, deletion, or another applicable privacy right, contact support@merrlane.com.

Merrlane may need to verify your identity before processing the request.

Privacy rights vary depending on the customer’s state, country, or region.

Product Information

Will product colors look exactly the same in person?

Merrlane makes reasonable efforts to display colors, finishes, materials, and textures accurately.

However, slight differences may occur because of:

Device or monitor settings
Lighting conditions
Photography
Natural materials
Hand-applied finishes
Normal production variations

Natural materials such as ceramic, glass, stone, resin, wood, and metal may vary between individual products.

Reasonable natural variations are not ordinarily considered defects.

Are product dimensions exact?

Product dimensions are approximate and may vary slightly because of normal manufacturing tolerances.

Please review all available dimensions before ordering.

For large furniture, customers should also measure:

Exterior doors
Interior doors
Hallways
Stairways
Elevators
Turning areas
The intended placement space

Merrlane is not responsible when a product cannot enter or fit the intended space if its dimensions were accurately disclosed before purchase.

Are natural variations considered defects?

Natural differences in grain, veining, glaze, color, texture, tone, pattern, or finish are generally part of the characteristics of natural and hand-finished materials.

They are not ordinarily treated as defects unless they materially affect the product’s normal use, structural integrity, or consistency with the published description.

Do products require assembly?

Assembly requirements vary by product.

Please review the applicable product page before ordering.

Some products may arrive fully assembled, while others may require attachment of legs, handles, shelves, hardware, or other components.

Electrical, wall-mounted, plumbing, or structurally installed products should be installed by an appropriately qualified professional.

About Merrlane

Who operates Merrlane?

Merrlane.com is operated by:

Chengdu Shangkai Tuoyang Internet Technology Co., Ltd.

Chinese Legal Name:
成都尚开拓阳互联网科技有限公司

Registered Business Address:
No. 436 Lingke Road
Jinjiang District
Chengdu, Sichuan
China

Merrlane is an online retailer serving customers within the contiguous United States.

Does Merrlane have a showroom?

No.

Merrlane currently operates as an online retailer and does not maintain a public showroom or walk-in retail location.

Our U.S. fulfillment partner is a logistics facility and is not open for product viewing, walk-in shopping, customer service, or unapproved returns.

When was Merrlane founded?

Merrlane should publish a founding year only when that date can be accurately verified.

If the Merrlane brand or website launched in 2026, the About Us page should state the actual launch year.

If the team has worked in the home décor industry since 2022 but Merrlane itself launched later, a more accurate statement would be:

“Our team has worked in the home décor and furnishings industry since 2022.”

The team-experience date should not be presented as the legal company’s incorporation date or the Merrlane brand’s founding date unless it is factually accurate.

Need More Help?

For assistance with an order, payment, delivery, return, product, or privacy request, contact:

Merrlane Customer Support

Email: support@merrlane.com