Shipping Policy

This Shipping Policy applies to orders placed in most countries and regions worldwide for products offered on our website. It is intended to provide clear and transparent information about our shipping terms, processes, and procedures. By placing an order with our store, you acknowledge that you have read, understood, and agreed to the terms set forth in this policy.


Shipping Cost

We provide free standard shipping to more than 98% of the destinations we serve worldwide. Additional shipping fees may apply to to a limited number of remote locations. Any applicable charges will be clearly shown at checkout or confirmed by our customer care team before your order is dispatched. 

If you are unable to place an order from your country or region, please contact our customer care team for assistance. 

Express shipping fees are calculated automatically at checkout based on the details of your order, including its weight, dimensions, and required delivery timeframe. The shipping amount displayed at checkout represents the total shipping cost payable for your order. We do not charge any hidden shipping fees. The shipping amount displayed at checkout represents the total shipping cost payable for your order.

 

Shipping Destinations

We provide international shipping services to customers worldwide, with no general restrictions on destination countries or regions. At checkout, you may select either standard or express shipping based on your preferred delivery timeframe. 

If you are unable to place an order from your country or region, please contact our customer care team for assistance.

Customers in the United States:

If the products you order are in stock at either our East Coast fulfillment center in Baltimore, Maryland, or our West Coast fulfillment center in Santa Fe Springs, California, your order may qualify for faster processing and delivery.

Customers in Canada:

We operate a fulfillment center in Canada. If the products you order are available locally, your order may qualify for faster processing and delivery within Canada.


Order Cut-off Time

The order cut-off time is 6:00 AM Pacific Time (PT) / 9:00 AM Eastern Time (ET).


The Shipping Process (in Working Days)

Delivery Time = Order Preparation + Shipping Time


Order preparation

Once your order has been received, our team will begin processing it promptly.

Order preparation generally takes 3-10 business days, depending on product availability and any customization requirements. Please be aware that made-to-order lighting products may require additional preparation time.

Products available at our U.S. fulfillment centers are generally dispatched within 24-48 hours.

Orders destined for certain remote locations may require approximately 1-2 weeks to process.

Once your order has been dispatched, you will receive a confirmation email containing the tracking number and a direct link for monitoring the delivery status.


During Order Preparation, We Will:

  1. Verify the availability of all products included in your order.
  2. Determine whether any items require customization.
  3. Review and confirm the accuracy of your shipping address.
  4. Ensure that your order complies with the requirements of our Shipping Policy.
  5. Securely package and dispatch your order once all necessary checks have been completed.

To prevent unnecessary delays, please provide a complete and accurate shipping address, including the street number and postal code. If any required information is missing or unclear, our customer care team will contact you for confirmation.

After your parcel has been shipped, we will send you an email containing the tracking number and a link to the carrier’s tracking website so that you can follow its delivery progress.


Estimated Delivery Time

Estimated delivery times may differ depending on product availability, the selected shipping method, the delivery destination, the recipient’s location, and current logistics conditions.

Please be aware that deliveries may be delayed during major promotional events or public holidays due to increased order volumes, carrier capacity limitations, or changes to flight schedules.

The stock information displayed on our website is updated using data provided by our warehouses and manufacturing partners. However, inventory levels may change without notice. Therefore, an item marked as “In Stock” is not guaranteed to be available for immediate dispatch, nor does this status necessarily mean that the item is stored at a U.S. fulfillment center. Shipping origins and estimated delivery times vary by product. In certain circumstances, an item may become unavailable before your order is processed.

We strongly recommend waiting until your order has been delivered and inspected before arranging an electrician or installation service. This precaution helps prevent inconvenience or additional costs resulting from unforeseen inventory changes or delivery delays.


Transit Time

Items Available at Our U.S. Fulfillment Centers

Orders are generally dispatched within 24-48 hours and delivered by FedEx, UPS, USPS, or GOFO. Delivery typically takes approximately 3-7 business days after dispatch. This timeframe applies exclusively to products confirmed to be available at one of our U.S. fulfillment centers.

Factory-Direct and Custom-Made Items

Standard Ocean Shipping: Estimated delivery within 4-6 weeks
Express Shipping: Estimated delivery within 1-3 weeks

Remote Destinations

Orders delivered to Norway, Iceland, Cyprus, Monaco, Puerto Rico, Alaska, or Hawaii may incur an additional shipping charge of $100 per item.

Order processing generally requires 1-2 weeks, followed by an estimated transit period of 5-7 days via UPS, DHL, or FedEx.

To request a preferred shipping carrier, please contact support@mergelighting.com before placing your order.

All stated processing and delivery timeframes are estimates only and may be affected by product availability, customs procedures, weather conditions, or carrier-related delays.

 

Customs Duties and Import Taxes

We provide multiple shipping options, which may differ according to the delivery destination and your preferred delivery timeframe.

Where available, we select shipping services that include customs duties to facilitate a smoother customs-clearance process. In most circumstances, customers will not be asked to pay additional import duties when their orders are delivered.

In the unlikely event that additional customs duties are imposed, Mergelighting will cover no less than 20% of the assessed amount and may offer further assistance depending on the specific circumstances.

For shipments to the United States, Europe, the United Kingdom, and other destinations, our logistics team will determine the most appropriate customs-clearance method. If alternative terms or charges are presented at checkout, the information displayed at checkout will take precedence and apply to your order.


Order Acceptance & Pricing

Please note that there are cases when an order cannot be processed for various reasons. The Site reserves the right to refuse or cancel any order for any reason at any given time. 

You may be asked to provide additional verifications or information, including but not limited to phone number and address, before we accept the order. 

In order to avoid any fraud with credit or debit cards, we reserve the right to obtain validation of your payment details before providing you with the product and to verify the personal information you shared with us. This verification can take the shape of an identity, place of residence or banking information check. 

We reserve the right to proceed to direct cancellation of an order for which we suspect a risk of fraudulent use of credit or debit card. 

We are determined to provide the most accurate pricing information on the Site to our users; however, errors may still occur, such as cases when the price of an item is not displayed correctly on the website. 

As such, we reserve the right to refuse or cancel any order. In the event that an item is mispriced, we may, at our own discretion, either contact you for instructions or cancel your order and notify you of such cancellation. 

We shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged.


What happens after I place an order

You’ll receive a confirmation email from us after your order is placed containing your order number and your order receipt. Please check your spam folder for the confirmation email if you don’t see it in your inbox.

If you don’t receive a confirmation email, please email us with the subject line “Order Confirmation Not Received” and someone from our team will get in touch with you.


Tracking

You can track your order using the tracking number provided in your shipping confirmation email.

You may also view the latest status of your shipment through our Order Tracking page:

https://www.mergelighting.com/apps/parcelpanel

This page displays all available tracking updates retrieved from the carrier’s official system, including information provided by UPS, FedEx, and DHL.

If you have not received a tracking number within seven business days, please contact us by email for assistance.

If tracking details are unavailable or you require further support, please email .

For custom-made products transported by ocean freight, tracking information may not become available until approximately 3-4 weeks after the order date. Updates generally begin once the shipment has completed customs clearance and entered the local carrier’s delivery network.


Multiple Packages

Some orders are divided into multiple packages based on product size, weight, or packaging requirements. As a result, the number of packages may not match the number of items ordered.

Multiple fixtures may be shipped separately, while identical items may sometimes be packed together. Packages from the same order may also arrive on different days.If you have received only part of your order, the remaining packages may still be in transit. Contact  support@mergelighting.com  with your order number, and we will check the status of all packages and provide the relevant tracking numbers and latest updates.

We will ensure that your complete order is shipped. If we identify an issue, our team will help resolve it as quickly as possible.


Change of Address

We cannot change the delivery address once it is in transit. If you need to change the place to deliver your order, please contact us within 24 hours of placing your order.


Cancellations

If you need to cancel your order or make any changes, please contact us at support@mergelighting.com as soon as possible.


Standard Orders

Standard orders may be canceled or modified without additional fees within 24 hours of purchase, as long as they have not yet entered production or the fulfillment process.

Custom-Made Items

Products manufactured according to your individual specifications, including customized dimensions, finishes, or other special requirements, are not eligible for cancellation, modification, or return once production has commenced.

Cancellation or modification requests submitted after the applicable time limit may incur additional fees. Please review our Return & Refund Policy for full terms and conditions.

If your order has already been shipped, the provisions outlined in our Return & Refund Policy will apply.


Refused shipments

Once your order has been shipped, we are unable to stop the delivery. If you choose to refuse the package, a fee of 30%–50% of the order amount will be charged to cover storage, handling, and shipping costs. This fee will be deducted from your refund.


Parcels Damaged in Transit

Please examine your order promptly upon delivery.

If you identify any damage resulting from transportation, contact support@mergelighting.com within seven days of delivery and provide the following information:

  • Your order number
  • Clear photographs of the damaged product
  • Photographs of both the interior and exterior packaging
  • A brief explanation of the damage

If we determine that the issue resulted from transit damage or a manufacturing defect, we will assume responsibility for the associated costs and arrange an appropriate replacement or refund.

Claims received more than 14 days after delivery may be difficult to assess, particularly when the damage may have occurred during installation or use. Consequently, we may be unable to provide a replacement or refund. Nevertheless, we encourage you to contact us, and our team will make every reasonable effort to assist you.

Our customer care team will respond within one business day. Please check both your inbox and spam folder for our reply.


Shipping Problems

Please contact support@mergelighting.com as soon as you become aware of a shipping issue. Such issues may include:

  • Tracking information has remained unchanged for an extended period
  • The parcel is marked as delivered but has not been received
  • The shipment has been returned to the sender
  • An incorrect delivery address was provided
  • The carrier is unable to contact the recipient
  • The shipment has been delayed, damaged, or otherwise disrupted in transit
  • You have not received a shipping confirmation or tracking number

Depending on the circumstances, our customer care team may:

  • Confirm the shipment’s current status
  • Contact the carrier to obtain further details
  • Provide updated tracking information or a replacement tracking number
  • Arrange a replacement shipment or offer another suitable resolution

We recommend contacting our customer care team before submitting a chargeback or payment dispute, as most shipping-related concerns can be resolved more efficiently through direct assistance. This recommendation does not limit any rights available to you through your bank or payment provider.


Contact Information

Email: support@mergelighting.com

Email Support Hours: Mon–Fri, 9:00 AM–9:00 PM ET

Email Response Time: Within one business day

Responses may require slightly more time on weekends and public holidays.