FAQ
Orders
How do I place an order?
Select the product you are interested in and an available variant, add it to the cart, and follow the instructions to check out. Before paying, review the product, quantity, delivery address, email address, phone number, shipping fee, and order total.
Will I receive an order confirmation?
After successfully placing an order, we normally send a confirmation to the email address you provided at checkout. If you can't find it, check your spam, junk, or promotions folders.
If you still can't find it, email service@meroviqo.com and provide the email address and full name you used when placing the order.
Can I modify or cancel my order?
Email service@meroviqo.com as soon as possible, preferably within the first 12 hours after placing the order. Include the order number, the email address used at purchase, and an exact description of the change you need.
We will make reasonable efforts to help you, but we cannot guarantee changes or cancellations once processing, preparation, or shipment of the order has begun.
Can Meroviqo cancel an order?
An order may be refused, limited, suspended, or canceled when there is a justified reason, for example, if the product is unavailable, payment cannot be authorized or information cannot be verified, there is a pricing error, shipping restrictions exist, or potentially fraudulent activity is detected.
If Meroviqo cancels an order after payment has been collected, the corresponding amount will be refunded to the original payment method.
Shipping
How much does shipping cost?
Orders with a product subtotal after discounts of at least $39.99 USD qualify for free standard shipping.
For orders with a product subtotal after discounts of less than $39.99 USD, standard shipping costs $5.99 USD.
Taxes, duties, import charges, and other similar charges imposed by authorities do not count toward the free shipping minimum, unless expressly stated otherwise at checkout.
How long does order processing take?
Orders are normally reviewed, prepared, and handed over to the carrier within 1 to 3 business days. During holidays, major promotions, or periods of exceptional volume, processing may take up to 5 business days.
As a general rule, business days do not include weekends or public holidays.
What are the estimated delivery times?
After the order is processed and shipped, estimated standard delivery times are:
- United States: 8 to 15 business days.
- Canada, United Kingdom, and Australia: 11 to 16 business days.
- Other served destinations: 13 to 18 business days.
These times are a guide, not guaranteed delivery dates. Customs clearance, weather, carrier delays, public holidays, transportation disruptions, incomplete addresses, and other circumstances beyond our reasonable control may extend delivery time.
Will I receive tracking information?
Yes. After the order ships, we normally email a shipping confirmation with the available tracking number.
Tracking information may take approximately 1 to 3 business days to appear or update in the carrier's system after the label is created.
Why did I receive more than one package?
Products from the same order may be shipped from different locations. As a result, they may arrive separately, on different dates, and with different tracking numbers. We will not charge additional shipping fees solely for splitting the order into multiple packages.
Do I have to pay import duties or taxes?
Depending on the delivery destination, an international shipment may be subject to import duties, VAT, customs charges, handling fees, or other charges imposed by local authorities. Unless expressly stated otherwise at checkout, these costs are the customer's responsibility.
What should I do if tracking shows βDeliveredβ but I can't find my package?
First, check the area around the delivery location and ask the people who live at the address, your neighbors, reception, the concierge, building management, and the local carrier.
If you still can't locate the package, email service@meroviqo.com and include the order number and tracking information. A package marked as delivered by the carrier is not automatically considered lost in transit, but our team will review the available information.
Products and After-Purchase Support
What should I do if an item arrives damaged or defective?
Email service@meroviqo.com within 7 calendar days after delivery. Include the order number, the email address used at purchase, a description of the issue, clear photos or a video and, where applicable, photos of the packaging or shipping label.
Our customer service team will review your report and, if approved, may offer a replacement, a partial refund, or a full refund, depending on the circumstances.
What should I do if I receive an incorrect item or something is missing?
Email service@meroviqo.com within 7 calendar days after delivery. Include the order number, the email address used at purchase, photos of all items received, the packaging, and the shipping label, along with an explanation of which item is incorrect or what is missing.
Can I return an item because I changed my mind?
As a general rule, regular purchases are final and we normally do not accept returns or exchanges for change of mind, personal preference, or ordering the wrong size, color, model, or quantity. This does not limit any non-waivable rights you may have under applicable consumer protection law.
Please review our Refund Policy before purchasing.
Can I return the product to the sender address shown on the package?
No. Do not return any product without written authorization from Meroviqo Customer Service. The sender address on the package and the company's registered address may not be the appropriate addresses for returns.
If the product needs to be physically returned, our team will provide you with the relevant instructions.
How long does an approved refund take?
Approved refunds are issued to the original payment method. After the refund is issued, the amount normally appears within 7 to 12 business days, depending on the bank, card issuer, or payment service provider.
Pet Product Guidance
How do I know if a product is suitable for my pet?
Before placing your order, review the product description, dimensions, materials, intended use, warnings, and available sizing or compatibility information. Supervise your pet when necessary and stop using the product if it becomes damaged or causes discomfort.
Pets vary in size, age, breed, behavior, and individual needs. If you are unsure whether a product is suitable for your pet, consult a qualified veterinarian or other competent professional before using it.
Are Meroviqo products veterinary or medical products?
Unless expressly stated otherwise on the relevant product page, products sold by Meroviqo are general consumer pet care products and are not intended to diagnose, treat, cure, or prevent disease. Product information is not a substitute for professional veterinary guidance.
Contact
For further assistance:
Operator: Lynkwood International Limited
Email: service@meroviqo.com
Phone: +1 (213) 329-5145
Registered address: UNIT 903C,9/F., CAMERON COMMERCIAL CENTRE, 458-468 HENNESSY ROAD, CAUSEWAY BAY, HONG KONG