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Frequently Asked Questions


Shipping


How can I track my order?

We will send you a shipping confirmation email with your tracking information once your order has been shipped. Please allow 24-48 hours for the tracking information to show up in the system after processing.

How long does processing take?

Typically we process the following business day after ordering. During periods of high demand, please allow up to 5 business days for processing. If an item goes out of stock, processing time might be slightly longer but you will be made aware of any delays.

Apparel is custom made at time of order and requires 5 business days for processing.

How long is shipping time?

Shipping time depends on the shipping method chosen at checkout. USPS First Class Package typically takes 3-5 business days after processing. Priority and Priority Express takes 1-3 business days after processing.

*NOTE: While most packages will arrive on time, there are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause delays in shipment. There will be no refunds due to delayed shipments.

Where will my order by shipped from?

All orders are shipped from our headquarters in Valparaiso, Indiana.

I didn't receive a confirmation email after I placed my order

If you do not receive your email confirmation, please double check the email you entered at time of placing your order was your correct email address. Also, be sure to check your email spam/junk folders. Occasionally your email provider may block our confirmation email. If you don't receive it after checking your email address and junk folder, please contact us at hello@mermaidstraw.com for a copy of your receipt.

Tracking shows my package was delivered but I haven't received it

From time to time this happens... Please check your mailbox, front door, any side doors, and neighbors to see if the package was placed there first. Next, we suggest calling your local post office and providing them with your tracking number so they can help you locate your package. In addition, you can file a missing package claim online. We HIGHLY suggest calling first as the online form rarely results in anything, from our experience.

The USPS asks you to wait 7 business days before filing a claim for a missing package. You can file the claim here: https://www.usps.com/help/missing-mail.htm

It is the customer's responsibility to contact the USPS to locate their package. If the USPS cannot locate your package, please provide a written statement as such after 15 business days so we can replace your order. Note, this does not apply to orders that are still in transit - This only applies to orders that have been marked delivered.

Package was returned to sender

If your order was marked returned to sender, it is most likely due to an address issue. Please send us an email with your order number and confirm your shipping address.

Customer will be responsible to pay for reshipping order. We will send an invoice for the shipping fee and reship to the corrected address. Please note, we must receive the items back before reshipping them.

Will I be charged customs/taxes for international orders?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, and are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country.

If packages are not claimed and sent back to our facility, we will not refund your order.

For further details of charges, please contact your local customs office BEFORE placing your order.

What forms of payment does Mermaid Straw accept?

Mermaid Straw accepts Visa, MasterCard, American Express, Discover, PayPal, Diners Club, Apple Pay, Amazon Pay, JCB & Shopify Pay.

Is my payment information secure?

Our site adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store.

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

Can I return my item?

Sorry, no returns or exchanges. We do not individually wrap each item to avoid unnecessary packaging waste. Therefore, we cannot accept returns due to sanitary reasons. As for apparel, please be sure to check our sizing charts. Each item is custom made to order so we do not accept returns or exchanges.

Due to the nature of our product, we only replace items if they are defective or damaged. Please send us an email within 5 days after you receive your package with photographic evidence.

IMPORTANT - PLEASE DO NOT SEND YOUR PURCHASE BACK WITHOUT COMMUNICATION WITH OUR SUPPORT TEAM.

If you have any questions, contact us at support@mermaidstraw.com.

How do I clean my Mermaid Straw?

We've made it SUPER SIMPLE by including a cleaning brush for FREE for every single straw you purchase. All that's needed is some soap and water and a couple passes with your cleaning brush and voila! All clean!

You can treat a reusable straw same way you do any other utensil in your kitchen. For example, when you use a fork, you clean the fork before using it again. It should be same with your reusable straw!

Pro tip: We suggest rinsing them with water between uses if you're out and about before putting back in your travel pouch. If you drink something other than water, drink a bit of water through it before putting it away to "clean" it!

Are Mermaid Straw products dishwasher safe?

Yes, Mermaid Straws, Mermaid Flatware, and Mermaid Chopsticks are all dishwasher safe!

Please hand wash our cups and tumblers to be sure not to break the double wall vacuum insulation seal.

Do you really donate to Ocean Conservation Organizations?

Yes we do! Mermaid Straw is proud to be a member of 1% for the Planet joining more than 2,000 other eco conscious members, in over 45 countries, who are coming together to protect the future of our planet.

1% for the Planet is an international non profit organization whose members take a pledge to give back at least 1% of their annual sales to the protection of our environment - whether or not they were profitable.

So far 1% for the Planet has certified more than $225 million in support to approved environmental nonprofit organizations.

Some Ocean Conservation Organizations we have donated to so far include Ocean Conservancy, Sea Turtle Conservancy, Sea Shepard, Sustainable Coastlines Hawaii, The Ocean Cleanup, and many more.

What is a beach cleanup?

We organize and participate in beach cleanups regularly to help #cleanourworld and help raise awareness about plastic pollution and its devastating affects on our planet. These cleanups involve picking up plastic, garbage, microplastics, nurdles, straws, cigarette butts, bags etc. from the beach and properly disposing or recycling them.

Doing your part can be as simple as picking up a plastic bottle you see while walking along the beach to as involved as bringing rakes and sifters and collecting buckets full.

However big or small, we invite you to give it a shot next time you're out and about. Every little bit helps.

*If you happen to pick up litter, be sure to take a photo and tag us @mermaidstraw and use the tag #cleanourworld on Instagram to enter our monthly giveaway!

When/Where are Mermaid Straw Beach Cleanups held??

We host a cleanup event on the last Saturday of the month from April - September! We clean the Indiana Dunes State Park in Chesterton, Indiana on Lake Michigan. Please see our Facebook Events for more details!

https://www.facebook.com/pg/mermaidstraw/events

How do I enter your monthly giveaway?

#MERMAIDSTRAW

For customers that have already purchased - post a photo of your Mermaid Straw on Facebook and tag us, on Instagram and use the hashtag #mermaidstraw, or post a story on Instagram and tag us @mermaidstraw.

On the last day of the month, we enter all names, of customers that participated, into a random generator that chooses the winner for us! We announce via Instagram, Facebook, and email the winning participant.

Must be 13+ to enter.

Do you offer discounted pricing for bulk orders?

Yes, we do! Our minimum order to qualify for bulk order discounts is 25 straws. Please email Sarah at Sarah@mermaidstraw.com for more info and pricing.

Do you offer Wholesale partnerships?

Yes, We do! We love partnering with businesses from all over the world and helping them go #plasticstrawfree. As a Mermaid Straw Wholesale partner you will gain access to our special highly discounted pricing, be added to our store locator on our website, and be featured on our social media pages.

Interested in becoming a Mermaid Straw Wholesale partner? Please click on the link below for more info and to apply.

https://mermaidstraw.com/pages/wholesale

My business is located outside the US, can I still Apply to become a Wholesale Partner?

Yes, We have Wholesale partners all over the world and can ship our products worldwide.

Which products do you offer for wholesale?

We have wholesale pricing available for most of our products. For a complete catalog of all products we offer for wholesale, please email Sarah at sarah@mermaidstraw.com

I want my local coffee shop/juice bar to carry Mermaid Straws!

YAY! So do we! Please send us their name and email if you have it and we will be sure to reach out to them! Another way you can see Mermaid Straws make it into your local coffee shop/juice bar is to suggest that they start carrying them. The more demand for our straws, the more likely they are to carry them.

What is a Mermaid Straw Ambassador?

A Mermaid Straw Ambassador embodies that mission by taking a pledge to abstain from using single use plastic items and committing to living a more eco-friendly lifestyle. ⁣

This means not only talking the talk but walking the walk.

As a Mermaid Straw Ambassador you will use your social influence to spread awareness about the devastating effects single use plastic is having on our environment and promote our fun, stylish and eco-friendly products to your friends, family and followers.

How do I become A Mermaid Straw Ambassador?

To be eligible to become a Mermaid Straw Ambassador:

1. You must be over 18.

2. You must have a PayPal.

3. You must have an Instagram account.

4. You must agree to our Ambassador Program Terms and Policies.

If you meet these requirements, simply go to our Ambassador Application Page and fill out the application form fully and honestly! If your application is approved, you'll receive a welcome email from us containing your Ambassador Code to share with your family, friends and followers!

Please allow 7 days for your application to be reviewed and considered by our Ambassador Team.

Be sure to keep an eye on your junk or spam folders to be sure you don't miss an email from us!

What are the perks of being an Ambassador?

AMBASSADOR PERKS:

1. Personalized Ambassador Code to share with friends + family + followers, giving them 15% off EVERY purchase.

2. 10% commission (of the purchase price, before taxes & shipping and after applied discounts) whenever someone successfully makes a purchase using your code!

3. Receive 15% off every purchase for yourself!

4. Gain access to our exclusive Mermaid Straw Ambassadors Facebook Group where you’ll receive sneak peeks of new products, decision making opportunities for new products, and gain new like minded friends.

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