Frequently Asked Questions
When will my order ship?
Our products usually –– ship within 5-7 BUSINESS days (M-F & does not include weekends or holidays)! However, if we have some crazy promotion or a new launch, shipping could take a bit longer so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.
My order shipped, when will it get to my house?
All of our beloved packages are sent via the US Postal Service, so delivery times vary. For orders to residents within the USA, once shipped orders typically arrive in 3-5 business days (business days do not include weekends or holidays). Orders outside the USA can take up to 10 - 21 business days.
We adore our MerSquad and your satisfaction is very important to us! We will gladly replace any item that may have had a bumpy ride during shipping. Your hurt babies may only be exchanged for the same product you purchased within 14 days of delivery. Please contact our customer support team for additional assistance. MerSquads must include photos and the order number of their damaged products.
Please note that items shipped using a mail forwarding service are not eligible for replacements of any kind.
Why is my Promo code not working?
We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that promo codes typically cannot be combined. There may also be a restriction that’s causing your code not to work, so double check the fine print (some codes only work for first-time customers or your code may have expired).
My package was marked as delivered, but I didn't receive it.
Sometimes USPS tracking information can be incorrect and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!
Are your products cruelty-free?
Yes, our products are 100% cruelty-free!
It looks like you charged me twice for my order. Help!
If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. Don’t fret! We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.
I dropped my shadow and it broke! What do I do?
We know, this is the ultimate tragedy and we are sorry you have had to experience it! Luckily, though some of the life tragedies are not fixable…this one totally is. All you have to do is place a tissue over your shadow pot and press down with a round flat item. Ta Da! Practically good as new.
Are your products vegan?
Yes, our products are vegan unless stated below.
Do we ship to APO addresses?
Yes! But please follow these rules or it might not make it!
1. Write out the service member’s full name in the name field. Be sure to include their Unit as well on Address Line 1.
2. The city field will need to be one of the abbreviations set forth by the Military
APO: Army Post Office
FPO: Fleet Post Office
DPO: Diplomatic Post Office
3. The Region field for your order needs to be assigned a “state code,” which is categorized by the following abbreviations:
AA: Armed Forces Central and South Americas (Armed Forces Americas)
AP: Armed Forces Pacific
AE: Armed Forces Europe (including-Canada, Middle East, and Africa)
4. Set the country as the United States, as these addresses are considered part of the U.S.