Shipping policy

FREE Worldwide Shipping

All packages shipped out will be via a trackable method. Once our shipping company forwards the tracking number to us, we will, in turn, send you the tracking number via email. Please see below for the estimated shipping times to your country/region.

ESTIMATED SHIPPING TIMES:

    1. United States, United Kingdom, Canada, Spain, France, Korea, Taiwan, China, Japan, Singapore, Malaysia, Australia/New Zealand ~ 10 to 20 business days.
    2. Brazil, Mexico, Venezuela, Norway, Sweden, Denmark, Finland, Netherlands, Germany, Philippines, Indonesia, India, Turkey, Saudi Arabia, Jordan, Bahrain, United Arab Emirates, and all other countries ~ 20 to 30 business days.
    3. Lebanon, Colombia, Dominican Republic, Kuwait, Russia, and South Africa ~ specify a delivery time.

IMPORTANT: All estimated shipping times stated are based on normal conditions. Every once in a while, we do experience heavy international shipping volumes, especially during the holiday season. Also, please note that customs in some countries take longer to clear and scan incoming packages, which explains the difference in the estimated shipping times stated above. Mermaid Way is not responsible for the delivery schedule and cannot guarantee your item will be received within the estimated delivery timeframe.

Express Shipping by DHL, FedEx, Aramex, UPS, or equivalent (6-13 days):

For inquiries on upgrading your order to express shipping, please email us at support@mermaidway.com immediately after placing your order. We'll respond to you with a quote and invoice for online payment. Shipping by the express method costs about $20-$40 per item, depending on the country.

ORDER PROCESSING TIMES

Please note that order processing time must be added to shipping times to get the total time taken for you to receive an order upon placing it. Order processing time is between 3-5 business days. We use it to check your order for quality assurance, packing, print shipping labels, and forward your package to our shipping company for dispatch.

ORDERS THAT ARE UNABLE TO BE DELIVERED

Mermaid Way is not responsible if a package is not deliverable due to missing, incomplete, or incorrect destination information. Please take great care to enter the correct shipping details when at checkout. If you realize you have made an error, email us as soon as possible at support@mermaidway.com explaining the error and providing the correct information within 24 hours. However, if the package has already been shipped, we cannot alter the destination address at this stage.

SEPARATE PACKAGES

If your received package seems to be missing any items, please do not worry! We ship orders from various international warehouses (US, Canada, China, and Singapore). Our inventory is distributed over multiple fulfillment centers worldwide for you to receive the order faster. That's why orders containing multiple items may be shipped individually. If you do not receive all your purchases within 4 weeks, please email us at support@mermaidway.com to look into your shipment, and we'll take care of it immediately.

ORDER TRACKING

Once your order ships out and our database is updated with your online tracking number, we'll send you an email with the online tracking information. If 6 business days have passed and you still have not received your tracking number, email us at support@mermaidway.com, and we'll check it out for you immediately.

COUNTRY RESTRICTIONS

We reserve the right to cancel any order containing a shipping address within a country we do not ship. 

LOST PARCELS

Mermaid Way is not responsible for lost or stolen packages or packages delayed in transit. In the rare event that a package never reaches you after 90 days, we can no longer trace the package in our tracking system. You will have to obtain proof from your local post office stating that you haven't received any packages from our sending address within that period, and we will ship another package as soon as possible.

DELIVERED BUT NOT DELIVERED

If the tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the shipping carrier for details. We are not responsible for packages that are delivered but not received.

If the package is returned by the post office or shipping carrier, it will either get destroyed or become an unregistered package on the way back. Since no one is paying for the return, the package might get lost on the way back or destroyed by the custom.

Carrier Contact Numbers:

  • USPS: 1-800-275-8777
  • International USPS: 1-800-222-1811

Mermaid Way is not responsible for:

  • Delays with US Postal Service shipping
  • International Duties or Customs Charges
  • Lost, damaged, or marked delivered items. To file a claim with the carrier, please click the following link: USPS Claims Support.