Frequently Asked Questions
At this time, we are unable to ship to PO boxes.
We usually ship the same business day for orders placed before 3 pm.
Orders that are placed after 3 pm or over the weekend will ship the next business day.
We offer standard shipping via USPS Priority Mail and UPS Ground for continental US orders.
Orders will be received within 2-10 business days depending on your location within the continental US. You will receive a shipping notification email that will notify you of the carrier and tracking number.
For international orders, you will receive a shipping notification email that will notify you of the carrier and tracking options.
Once the order has arrived it may be stuck in customs for an unknown amount of time.
Shipping is free for any order above $50 for the lower 48 states (not including Alaska + and Hawaii).
All orders under $50 ship for a flat rate of $8.
If eligible, you can also decide to upgrade your shipping to a faster option - Options will be given at checkout.
LA local? Get your order delivered within 2 hours with our Postmates service!
If you prefer to pick up your order, drop us a line at firstname.lastname@example.org.
International shipping rates vary and will be shown during the checkout process.
We do not charge return fees, however, return mailing charges are at the customer's expense unless the product is faulty.
If you want us to issue a label, we will remove the charge from your order refund.
For any questions, please contact us at email@example.com
Absolutely, you can return any non-customized product within 15 days of receipt. Items should be unworn/unused with all Merci Collective tags attached. Items that are damaged or soiled may not be accepted and may be returned to the customer.
Once the return is approved it usually takes a week to process the refund to your original form of payment.
RETURN & EXCHANGES
Depending on your location in the US it will take between 2-5 days to arrive. Make sure to check your tracking number for updates on your order.
Easy! Track your order on the “Your package is on its way” email you received.
All Merci Collective products are tested for durability and longevity. We believe in high standards and quality.
We know when pets are involved wear and tears can happen but if our products are not performing up to standard, please email us at firstname.lastname@example.org.
We care about the environment and quality all of our wear accessories and fabric toys are cut and assembled by hand with the finest materials and craftsmanship in Los Angeles, CA and other places in the united states.
Our grooming line, and catnip products and made in the USA.
Our crystal bottles are imported, taking great care to choose partners who share our values. That means prioritizing quality, worker safety, fair wages and benefits, and minimizing environmental impact.
First thing first, we are very sorry! We diligently check each product before shipping them but mistakes happen.
If you believe your product is faulty, was received damaged, or a manufacturing fault occurred within 1 week of purchase.
If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund.
Items that are damaged as a result of normal wear and tear are not considered to be faulty.
PLEASE NOTE THAT WE CAN NOT BE RESPONSIBLE FOR DEFECTS OR MALFUNCTION CAUSED BY MISUSE, ABUSE, IMPROPER MAINTENANCE, FAILURE TO FOLLOW OPERATING INSTRUCTIONS, OR USE OF EQUIPMENT WITH WHICH IT IS NOT INTENDED TO BE USED.