Welcome to MERGIFT‘s Frequently Asked Questions page. Here you can find answers about ordering, payment, shipping, delivery, returns, refunds, cancellations, and our products.
If you need additional assistance, please contact our customer support team.
ORDERS
How do I place an order?
Shopping with MERGIFT is simple:
- Select the product you would like to purchase.
- Choose the available size, color, quantity, or personalization options, if applicable.
- Click Add to Cart.
- Review your cart and proceed to checkout.
- Enter your billing and shipping information.
- Select an available payment method.
- Review your order carefully.
- Complete your purchase.
After your order is successfully submitted, you will receive an order confirmation using the contact information provided during checkout.
Do I need an account to place an order?
If guest checkout is available, you can complete your purchase without creating an account.
Creating an account, when available, may make it easier to review your order information and manage future purchases.
How can I check my order status?
After your order has shipped, tracking information will be provided when tracking is available.
You can also use our Track Your Order page or contact our customer support team with your order number for assistance.
I did not receive my order confirmation. What should I do?
First, check your spam or junk email folder.
You should also confirm that the email address entered during checkout was correct.
If you still cannot locate your order confirmation, contact us and provide your name, email address, and other relevant order information so we can assist you.
ORDER CHANGES & CANCELLATIONS
Can I change my order after placing it?
Orders may be changed within 2 hours after purchase.
Contact us as soon as possible with your order number and the change you would like to request.
After this period, your order may have entered processing or production and we may no longer be able to modify it.
Can I cancel my order?
Orders may be canceled within 2 hours after purchase.
After this period, an order may have entered processing or production and cancellation may no longer be possible.
Submitting a cancellation request does not guarantee cancellation until we confirm that the request has been successfully processed.
Can I change my shipping address?
If you entered an incorrect shipping address, contact us as soon as possible.
We will make reasonable efforts to update the address if your order has not yet entered processing or shipment.
Once an order has been processed or shipped, we may not be able to change the delivery address.
Customers are responsible for providing complete and accurate shipping information during checkout.
PRODUCTS
What types of products do you sell?
MERGIFT offers a selection of apparel, gifts, and other merchandise, including graphic T-shirts, sweatshirts, embroidered apparel, ornaments, and selected gift and lifestyle products.Product availability may vary by design and season.
How do I choose the correct size?
For apparel, please review the size information or Size Guide provided on the applicable product page before ordering.
We recommend comparing the measurements shown in the Size Guide with a similar item you already own.
Will product colors look exactly the same as they do on my screen?
We make reasonable efforts to display product colors accurately.
However, colors may appear slightly different depending on your monitor, mobile device, display settings, lighting conditions, product material, and production process.
Minor color variations do not necessarily indicate a product defect.
Are some products made to order?
Yes. Some products may be printed, embroidered, personalized, or otherwise prepared after an order is placed.
This means your order may require processing time before shipment.
Our standard processing time is generally 2–3 business days, unless a different timeframe is clearly stated on the applicable product page.
Do you sell personalized products?
Some products may offer personalization options.
When ordering a personalized product, carefully review all names, dates, text, images, or other information you provide before completing your purchase.
We may produce the product according to the personalization information submitted with your order.
PAYMENT
What currency do you use?
Product prices are displayed in U.S. dollars (USD) unless otherwise clearly stated.
What payment methods do you accept?
Available payment methods are displayed during checkout and may include major credit and debit cards, PayPal, Stripe-supported payment methods, or other available payment services.
The payment methods shown at checkout are the methods currently available for your order.
Is payment secure?
We use secure checkout technologies and third-party payment processors to process transactions.
Complete credit or debit card information is generally processed by the applicable payment provider rather than directly stored on our servers.
When will I be charged?
Payment is generally authorized or collected when you complete your purchase, depending on the payment method and payment provider used.
SHIPPING & DELIVERY
Where do you ship?
We currently ship orders within the United States.
How much does shipping cost?
Our standard shipping fee is:
$5.99 per order
If a different shipping rate or valid shipping promotion applies, it will be clearly displayed on the website or during checkout before you complete your purchase.
Do you offer free shipping?
Standard shipping is currently $5.99 per order.
From time to time, we may offer free-shipping promotions. If a free-shipping promotion is available, its applicable conditions will be clearly displayed.
How long does it take to process my order?
Orders typically require 2–3 business days for processing.
Business days generally refer to Monday through Friday, excluding applicable holidays.
Processing time is separate from shipping transit time.
How long does shipping take?
After your order has been processed and shipped, estimated transit time is generally:
7–10 business days
Therefore, the estimated total time from order processing through delivery is generally:
9–13 business days.
Delivery estimates are not guaranteed and may be affected by carrier operations, weather, holidays, destination, peak shopping periods, or other circumstances outside our reasonable control.
Will I receive tracking information?
When tracking is available, you will receive tracking information after your order has shipped.
Please allow some time after shipment for the carrier’s tracking system to update.
Why hasn’t my tracking information updated?
Tracking information may not update immediately after a shipping label is created.
Carriers may also experience delays in scanning packages during transit.
If your tracking information has not updated for an extended period, please contact us for assistance.
Can my order arrive in multiple packages?
Yes.
Orders containing multiple products may sometimes be fulfilled or shipped separately.
As a result, products from the same order may arrive in different packages or on different dates.
You will not be charged additional shipping fees solely because we divide an order into multiple shipments unless otherwise clearly disclosed before purchase.
What happens if my package is delayed?
Occasional delays may occur because of weather, carrier disruptions, holidays, peak shopping periods, transportation issues, or other circumstances outside our reasonable control.
If your package appears significantly delayed, contact us with your order number so we can review the available tracking information.
What should I do if my package is marked as delivered but I cannot find it?
If tracking shows your package as delivered but you cannot locate it:
- Check your mailbox, porch, garage, and other possible delivery areas.
- Ask household members, neighbors, building management, or reception staff.
- Review the carrier’s tracking information for delivery notes.
- Contact the shipping carrier for additional information.
- Contact us if you still need assistance.
We will review the available information and assist where reasonably possible.
What happens if my package is lost?
If your package appears to be lost in transit, contact us with your order number.
We will review the tracking information and, when appropriate, work with the carrier or fulfillment provider to investigate.
If the package is confirmed as lost in transit, we will provide an appropriate resolution, which may include a replacement or refund.
RETURNS & REFUNDS
What is your return policy?
Eligible products may be returned within 30 days of delivery, subject to the conditions described in our Return & Refund Policy.
For a standard return, products generally must be unused, unworn, unwashed, and in their original condition.
Please contact us before sending a return.
How do I request a return?
Contact our customer support team and provide:
- Your order number
- Your name and email address
- The product you wish to return
- The reason for your return
- Photos if the item is damaged, defective, or incorrect
If your return is approved, we will provide the appropriate return instructions.
Do not send products to an address listed on our website unless our customer support team has confirmed that address for your specific return.
Who pays for return shipping?
For change-of-mind returns, including cases where the customer ordered the wrong size or color, the customer is generally responsible for return shipping costs.
For an approved claim involving an incorrect, damaged, or defective product caused by us or our fulfillment process, you will not be responsible for return shipping costs if a physical return is required.
Can I return an item if I ordered the wrong size?
Eligible non-custom products may generally be returned within the 30-day return period if they meet our return conditions.
If the product received matches the size you selected when ordering, the return will generally be treated as a change-of-mind return, and you will be responsible for return shipping costs.
Please review the Size Guide carefully before ordering.
Can personalized products be returned?
Personalized or custom-made products may not be eligible for change-of-mind returns because they are produced specifically according to the customer’s submitted information.
However, if a personalized product arrives damaged, defective, incorrectly produced, or does not match the personalization information in your confirmed order, contact us.
We will review eligible claims and provide an appropriate resolution.
What should I do if I receive a damaged or defective item?
Please contact us and provide:
- Your order number
- A description of the problem
- Clear photos showing the product and the issue
- Photos of the packaging when relevant
After reviewing the claim, we may provide a replacement or refund for eligible cases.
What should I do if I receive the wrong item?
Contact us with your order number and clear photos of the item you received.
If we confirm that an incorrect product, size, color, or design was sent, we will provide an appropriate resolution.
How long does a refund take?
After an authorized return is received and approved, we generally process the refund within approximately 3–5 business days.
Refunds are issued to the original payment method.
Your bank, card issuer, PayPal, or other payment provider may require additional time before the refund appears in your account.
Are original shipping charges refundable?
For standard change-of-mind returns, original shipping charges are generally non-refundable.
If the return results from our error, such as an incorrect, damaged, or defective product, eligible shipping charges may be refunded where appropriate.
PROMOTIONS & DISCOUNTS
Do you offer discount codes?
We may offer promotional codes or special offers from time to time.
Any applicable conditions, expiration dates, product exclusions, or other restrictions will be displayed with the promotion.
Can I use more than one discount code?
Unless otherwise stated in the applicable promotion, discount codes generally cannot be combined.
CUSTOMER SUPPORT
How can I contact MERGIFT?
If you have questions about products, orders, shipping, returns, refunds, or other store-related matters, please contact us:
MERGIFT
Address:Xom Sinh Loc, Nam Ninh, Ninh Binh 430000, Viet Nam
Phone:+84962991368
Email:
[email protected]
Customer Support:
Monday–Saturday, 8:00 AM–8:00 PM (GMT+7)
For order-related inquiries, please include your order number so we can assist you more efficiently.
MORE INFORMATION
For additional information about ordering from MERGIFT, please review our:
- Shipping & Delivery Policy
- Return & Refund Policy
- Privacy Policy
- Terms of Service
- Payment Policy
These policies provide more detailed information about your purchase and use of our website.
Last Updated: September 2026