How long is processing?
Typically we process orders in 1-3 business days after ordering. During periods of high demand, please allow up to 7 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.
How long is shipping time?
Shipping time depends on the shipping method selected at the time of checkout, as well as the weight of your package and location.
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. Please email us at firstname.lastname@example.org with your order number and tracking number if your international shipment has taken longer than 6 weeks to arrive.
Where will my order be shipped from?
All orders are shipped from our headquarters in Valparaiso, Indiana.
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.
These costs are determined by your local customs office upon your package's arrival. Payment of these charges are the customers responsibility and will not be paid by us. We are not responsible for any delays within your country’s customs department. If your package is not claimed and returned back to us, we will not issue a refund for your order. If you do not accept the customs charges upon delivery and choose to refuse your package, we will not issue a refund for your order.
For further details of charges, please contact your local customs office BEFORE placing your order.
What's the fine print?
Orders are shipped to the delivery address as entered by the customer when order is placed. Customers are responsible for providing Mermaid Straw 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 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 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 carrier 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. If still not found, please email us so we can resend the confirmation.