Customer Care

Announcement  
  ***SHIPPING DELAY ***

Please be mindful that all packages now require more time to be checked in and to be delivered due to 
the increasing amount of packages.
By submitting an order, you accept the major delay that might occur due to the ongoing COVID-19 impacts as well as the fact that we'll not issue any refund due to the delay.
CUSTOMER SUPPORT EMAIL:
info@merciamoore
All handmade products are MADE TO ORDER and take a minimum of 1-2 WEEKS to make and send at this time.
  

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ORDER STATUS

Once your order payment has been processed, you will receive a confirmation email.

If you haven't received your order/shipment confirmations, please check your spam/junk folder. 

You will receive any updates about your order status at all times and will receive a confirmation email with tracking once your order has shipped.

SHIPPING & RETURN POLICY

All of our products are shipped by USPS and FedEx for larger items. 

Please be aware that choosing Priority shipping will decrease shipping time after the item is made, but not speed up the time it takes to make. 

In stock items should arrive in 4 to 5 business days unless otherwise stated in the item description. 

 

Why Is My Order Stuck In "PRE-SHIPMENT" On The USPS Tracker?

 

When an order is stuck in "Pre-Shipment" status, that is USPS code for "..we scanned your package but don't know where it is and/ or we missed it's initial scan at the original distribution center, but it will be scanned at another delivery point along the way.USPS is having challenges over the last 60-90 days because of the COVID-19 impact thus resulting in a lack of staff/ resources as stated on the there website (click here) which is causing delays to customer packages across the USA & Internationally. What's happening is the USPS tracker indicates that the order/ package is in a status of "Pre-Shipment" and then suddenly the status changes to "your package will be delivered tomorrow before 10am" OR it will say "your order is currently out for delivery." In most cases, the Pre Shipment status will change to "your order is out for delivery" as that is happening 9 times out of 10 at the moment.

 

Lost Or Stolen Packages

 If a package is lost, stolen, or damaged in transit, it is the responsibility of the customer to request a claim via USPS. 

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Conditions Of Return

We gladly accept exchanges for accessories but not returns.

Contact me within 14 days of delivery

Ship items back within: 30 days of delivery

The following items will not be returned or exchanged because of the nature of these items unless they arrive damaged or defective:

  • Custom or personalized orders

  • Digital downloads

Buyers are responsible for return shipping costs.

If the item is not returned in its original condition, the buyer is responsible for any loss in value.