Frequently Asked Questions (FAQ)
Orders
How do I place an order?
Simply browse our products, choose the item and available options you want, add it to your cart, and proceed to checkout.
Once your order has been successfully placed, you will receive an order confirmation email.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at:
We will do our best to accommodate your request. However, once your order has entered processing, fulfillment, or shipping, we may no longer be able to modify or cancel it.
I entered the wrong shipping address. What should I do?
Please contact us immediately at:
Include your order number and the correct shipping address.
If your order has not yet been processed or shipped, we may be able to update the address. Once a package has shipped, address changes may no longer be possible.
Shipping & Delivery
Do you offer free shipping?
Yes. Merryfrost currently offers Free Standard Shipping on eligible orders placed through merryfrost.com.
Unless otherwise stated at checkout, you will not be charged a standard shipping fee.
How long does shipping take?
Orders are generally processed within:
1–3 business days
After shipment, estimated transit time is typically:
7–15 business days
Most orders are therefore expected to arrive within approximately:
8–18 business days
Delivery times are estimates and may vary depending on your destination, carrier performance, customs processing, weather, public holidays, and seasonal shipping volume.
Will my order arrive before Christmas?
We strongly recommend ordering as early as possible during the holiday season.
Because shipping carriers may experience delays during November and December, we cannot guarantee delivery before Christmas unless a specific guaranteed delivery date is clearly stated on the product page or at checkout.
Where do you ship?
Available shipping destinations will be shown during checkout.
Shipping availability may vary depending on the product and destination.
Will I have to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, or other local fees depending on your country.
If these fees are not collected during checkout, they may be charged by your local customs authority or delivery provider.
Merryfrost does not control customs fees imposed by local authorities.
Tracking
How can I track my order?
Once your order has shipped, you will normally receive a shipping confirmation email containing your tracking number.
You can use this tracking number on our Track Your Order page to view the latest available shipping updates.
My tracking number is not working. What should I do?
Tracking information may take approximately 24–72 hours to update after your shipping confirmation is sent.
If your tracking still shows no information after this period, please contact:
Include your order number and tracking number.
Why has my tracking not updated for several days?
Tracking may temporarily stop updating while your package is:
- Moving between carrier facilities
- Waiting for the next carrier scan
- Passing through customs
- Being transferred to a local delivery provider
- Experiencing holiday or weather-related delays
A temporary pause does not necessarily mean your package has been lost.
My tracking says “Delivered,” but I cannot find my package. What should I do?
Please first check:
- Around your delivery location
- Your mailbox or porch
- With household members
- With neighbors where appropriate
- With your building reception or mailroom
- Directly with the shipping carrier
If you still cannot locate your package, please contact us at:
Returns & Refunds
What is your return policy?
We accept eligible return requests within 30 days of delivery.
Returned items should generally be unused, in their original condition, and include all essential parts and accessories.
Please review our Refund & Return Policy for full details.
How do I request a return?
Email us at:
Please include:
- Your order number
- The email address used for the order
- The item you would like to return
- The reason for the return
- Photos or videos if the item is damaged, defective, or incorrect
Please do not send products back before receiving return instructions from us.
Who pays for return shipping?
For returns caused by personal preference, change of mind, size, color, or similar reasons, customers may be responsible for return shipping costs.
If the item arrived damaged, defective, incorrect, or the issue resulted from an error on our part, approved return shipping costs will generally not be your responsibility.
How long does a refund take?
Once your approved return has been received and inspected, we will notify you regarding the refund.
Approved refunds are issued to the original payment method.
Please allow approximately 5–10 business days for your bank or payment provider to reflect the refund after it has been processed.
Damaged or Incorrect Items
What if my product arrives damaged?
Please contact us as soon as possible at:
Include:
- Your order number
- A description of the problem
- Clear photos or videos of the damaged product
- Photos of the shipping packaging where possible
We will review your request and provide an appropriate solution.
What if I received the wrong item?
Please contact us at support@merryfrost.com with your order number and photos of the item you received.
Once reviewed, we will help arrange an appropriate replacement, refund, or other resolution.
Products
Will the product look exactly like the photos?
We make reasonable efforts to represent our products accurately.
However, slight differences may occur because of:
- Lighting
- Screen settings
- Manufacturing variations
- Material variations
- Product updates
Minor differences in color, texture, or appearance are not necessarily considered defects.
Are batteries, accessories, or other components included?
What is included varies by product.
Please check the individual product description and the What’s Included section before ordering.
If you are unsure about a product, contact us at:
Are your Christmas products suitable for outdoor use?
Outdoor suitability depends on the individual product.
Please check the product description for information regarding:
- Indoor or outdoor use
- Waterproof or weather-resistant ratings
- Power requirements
- Safety instructions
Do not use an indoor-only product outdoors unless the product information specifically states that it is suitable for outdoor use.
Payments
What payment methods do you accept?
Available payment methods will be displayed securely during checkout.
Payment options may vary depending on your country, device, and the payment services available through our store.
Is my payment information secure?
Payments are processed through secure third-party payment providers.
Merryfrost does not directly store your complete payment card information where transactions are handled through these providers.
Why was my payment declined?
Payment may be declined for several reasons, including:
- Incorrect billing information
- Insufficient funds
- Bank security checks
- Card restrictions
- Payment provider issues
If your payment is declined, please verify your information or contact your bank or payment provider.
Multiple Shipments
Why did I receive only part of my order?
Some orders may be shipped in multiple packages when products are fulfilled from different locations or become available at different times.
You may therefore receive:
- Multiple packages
- Different delivery dates
- More than one tracking number
Please check your shipping confirmation emails for additional tracking information.
Contact Us
How can I contact Merryfrost?
If you need help with your order, shipping, returns, tracking, or product information, please contact us at:
Merryfrost
Email: support@merryfrost.com
Website: merryfrost.com
We aim to respond to customer inquiries within approximately 24–48 business hours.
Bring the Magic Home.