FAQs

We typically process orders within 3-5 business days after ordering. During periods of high demand, please allow up to 7 business days for processing. 

Shipping time depends on the shipping method selected at the time of checkout.

For Domestic orders shipped via USPS, packages typically take 5-7 business days after processing. For Domestic orders shipped via UPS, packages typically take 3-5 business days after processing. However, the carrier ultimately determines how long shipping takes as there are measures beyond our control that they may encounter (natural disasters, holidays, weather, etc). There will be no refunds due to delayed shipments. 

Please allow 3-6 weeks for all international shipments, regardless of the carrier chosen. International shipments are also dependent on the weight of your package and the destination country. We are not responsible or in control of any carrier delays, import delays, or delays in your country. Refunds will not be issued due to delayed shipments.

Once a package is marked delivered, we recommend checking a few things first:

  • Look around your delivery area (porch, side door, mailbox, package room, etc.)
  • Check with neighbors or building management in case it was accepted on your behalf
  • Allow up to 48 hours, as carriers sometimes mark packages delivered slightly early

If you still can’t locate your order after that, please reach out to us at support@mermaidstraw.com within 5 days of the delivery date. Include your order number and shipping address, and we’ll help look into next steps.

Please note: Once a package is marked delivered by the carrier, we’re not always able to replace or refund it, but we’ll always do our best to help resolve the situation.

We’re so sorry if your order arrived damaged!

Please email us at support@mermaidstraw.com within 5 days of delivery and include:

  • Your order number
  • Clear photos of the damaged item
  • A photo of the outer packaging it arrived in

Once we receive this information, we’ll review the claim and arrange a replacement or next steps if the damage is confirmed.

Please note: Claims submitted outside of the 5-day window or without photos may not be eligible for replacement.

We have a limited 14-day return policy, which means you have 14 days after receiving your item to request a return, on select items only. We do not accept returns on Clearance, Custom, Mystery, or OOPS items. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you must email support@mermaidstraw.com to request the return. You must email your order number, must be within 14 days of order delivery date, and must be unused/unworn with original packaging.