FAQ

1. Affected by COVID-19, most of the factories cooperate with Merciio have not 100% resumed production, they need more time to produce or prepare the products you purchased.

2. Merciio upgraded the stricter quality inspection. During COVID-19, everything became chaotic. In order to ensure the quality of your products, Merciio has adopted stricter quality inspection and packaging standards, which means that it will be spending more time on order processing.

3. Logistics companies such as DHL/UPS are experiencing large-scale paralysis during COVID-19. There are too many packages to be shipped. All packages now need to be queued and taken in the logistics companies. For your packages to be shipped normally, Merciio makes the greatest efforts every day.

1. Fewer international cargo flights and worse shipping capacity. DHL, UPS, and other logistics companies have adjusted shipping time and shipping prices to cope with large-scale logistics paralysis worldwide.

2. Packages need to be queued up at the logistics company, queued up to enter the warehouse, queued up for shipped.

3. Customs Clearance in various countries has become more complicated. Governments have strengthened inspections of customs clearance during COVID-19 it also extended the shipping time to some extent.

4. The warehouse is full of packages of local logistics companies, packages need to be queued for delivery to you.

1. Your packages may not have been delivered yet. Merciio provides complete and timely logistics information tracking for all orders. 

2. You can contact the local logistics company to verify the specific situation if your packages shows have been delivered. Now many logistics companies implement CONTACTLESS DELIVERY.

3. Your package may need to customs clearance before delivery in some cases. At this time, the personnel of the logistics company will usually contact you to solve the tariff problem.

You can contact our customer service via Live Chat or Email under normal circumstances. Please refer to Contact Us.

Please check the following situations if you did not receive the reply of the customer service:

1. Customer service may not have replied to you yet. Due to COVID-19, the staff of our customer service has decreased, and Live Chat support hours also shortened until further notice. Please refer to customer service for specific information. Currently, we are constantly improving the quality of customer service. This situation will become better with the disappearance of COVID-19 in the near future.

2. Please make sure to open the message push on APP so that the message can be notified when customer service replies to you.

3. Please check the mailbox spam in time if you contact customer service by mail.