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, it's a period of high volume, or matters beyond our control, processing time might be slightly longer.

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. 

International shipping outside of the US can take up to 4 weeks to arrive due to COVID shipping delays. Depending on your location, it could take 2 weeks, or could take 4+ weeks. It's really hard to say with all that's going on!

*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.

We do not guarantee delivery or shipment dates. All dates are estimated. Shipments are dependent on available inventory. No refunds will be granted if shipment is delayed. Mermaid Straw, LLC does not take responsibility for any shipment delays by our carriers. 

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

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.

Orders are shipped to the delivery address as entered by the customer when order is placed. Customers are responsible for providing Mermaid Straw, LLC with their correct shipping address - if a package is returned or rejected, the customer will be contacted and will be required to pay for reshipment postage. Customer will be contacted when order is returned and emailed a reshipment invoice. If customer does not pay for reshipment fee within 14 days of return, the original payment method will be refunded, minus shipping fees. Shipping costs are non-refundable.

Mermaid Straw, LLC, cannot be held responsible / liable for lost or stolen packages that have delivery confirmation to the address that was provided. The customer accepts full responsibility to file any claim(s) with carrier for damaged and/or lost shipments.

Mermaid Straw, LLC is not responsible for lost packages, however, we want to you receive the products you paid for. If you believe your package has been lost or has been marked delivered without receiving it, please call the postal carrier with your tracking number for more information. Please do not rely solely on submitting an online claim, as this usually takes much longer. Email us AFTER speaking to the postal carrier with what they've said. Only after you've spoken to your carrier can we assist your lost order.

Please note: Shipping carriers typically request 21 days to find lost packages after the last update on the tracking was made. We ask our customers to wait 15 days after filing a claim to see if the package can be found by the shipper before a reorder is issued. A reorder will not issued if order is marked delivered by the postal carrier.

Customers will receive an email confirming their order shortly after the order is placed. If customer does not receive this email confirmation, please double check any spam folders.

Please email us at support@mermaidstraw.com with any cancellation requests within 24 hours of purchase. Email confirmation is required by us for cancellation. If order has been processed or shipped, cancellation will not be granted and purchase will not be refunded. Cancellation is not guaranteed, even with an email request. 

We cannot make any changes or additions/subtractions to any orders once they are placed. We do this to ensure no errors or miscommunications can be made so you're getting exactly what you ordered yourself. If you need to make changes, your order will need to be canceled and placed again with the correct items. Please email us IMMEDIATELY at support@mermaidstraw.com with your order number so we can catch it before it gets packaged. Unfortunately, we cannot guarantee that we will be able to cancel your order in time before it goes into fulfillment, so cancellation is not guaranteed. 

Please check our product sizing charts BEFORE placing your order to ensure the right product is being ordered.

Sorry, no returns or exchanges.

Due to the nature of our product and our commitment to be as packaging free as possible, we only replace items if they are defective or damaged, but we do not accept any returns or exchanges. Please send us an email within 5 days after you receive your package with photos of the damaged product clearly showing any defects. We will determine, from the photographs, if the product will be replaced, refunded, or neither. If we do not receive communication within 5 days after tracking confirmation of delivery, you will not be eligible for a replacement or refund. 

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.