Shipping and Returns

When will my order ship? When will I receive it?

Your order should ship with 2-3 business days of us receiving it. As a small company, we currently package and ship orders three days a week. You will receive a notification with tracking information via email once your order has shipped. 

All orders ship from Santa Cruz, CA (95061). Standard shipping will take 3-10 days depending on destination. If you would like to receive your order sooner, choose an expedited shipping option at checkout.

What shipping carrier do you use?

We ship with either USPS or UPS.

How are shipping charges calculated?

We have done our best to make our shipping as cost-effective as possible for you. By their very nature, heavy items such as porcelain or glassware cost more to ship, and shipping charges will reflect that. Our shipping charges are calculated by USPS or UPS based on the size of the box, the weight of the box plus contents, and the shipping distance. 

Purchasing items as a set of four (an option which is available on all products) will result in the most efficient shipping charges for you.

How will my order be packaged?

Your order will arrive in a branded cardboard box which is suitable for gift-giving or storage of your Merchant Home items. Boxes are sized to limit wasted space and minimize the amount of internal packaging needed. 

Each item is wrapped in Geami GreenWrap in order to protect it from breakage. This die-cut paper is recyclable, compostable, biodegradable, Sustainable Forest (SFI) certified, and takes up less room than traditional packaging materials.

All of our porcelain items are packaged and shipped without any plastics. This includes our inbound shipments from our artisan producer, which arrive to us wrapped in paper. Our glassware ships from our vendor with a layer of protective plastic netting, which we then re-use to ship to you. This is the only plastic we use for packaging. We are actively seeking a new material to replace this and become completely plastic-free.

Please re-use or recycle your packaging after receipt.

Does Merchant Home ship internationally?

Currently, we only ship to United States addresses.

Can you ship to my post office box?

We cannot send orders to P.O. boxes.

Does my order ship with signature required?

Merchant Home orders do not require a signature. If you need this option, email us at hello@merchanthome.com immediately after placing your order.

I'd like to return my items. What's your return policy?

Returns happen, and we're happy to help. Email us at hello@merchanthome.com within 30 days of receipt to initiate your return. After 30 days, all items are Final Sale. We'll send you our return shipping address and ask that you return the items within two weeks of contacting us.

We cannot issue refunds for returned items that are not received back to our studio in like-new condition, so make sure to package them with care or take them to a reputable shipper. It is recommended that you save your tracking number for your shipment. You are responsible for the cost of return shipping. 

Refunds will be processed quickly after we receive the goods. Please note the original cost of shipping is not refundable.

I'd like to exchange my items. Do you take exchanges?

Exchanges must be initiated within five days of receiving your order. Email hello@merchanthome.com with your order number to begin the process.

We cannot accept exchanges for items are not received back to our studio in like-new condition. Make sure to package your items with care, or take them to a reputable shipper. It is recommended that you save your tracking number for your shipment. You are responsible for the cost of shipping the items back to us.

Exchanges will be processed quickly after we receive the goods. Your original method of payment will be refunded, and you will receive a discount code for refunded amount which you can use to purchase the desired items for exchange. This code is good for six months.  Please note the original cost of shipping is not refundable, and you will need to pay for shipping on your new (exchange) order.

My order arrived broken. Can you send me a replacement?

Of course! While we hope this never happens, we will happily send you a replacement for items damaged in shipping. Take clear photos of the original packaging/box with broken items and email to us at hello@merchanthome.com. This allows us to file a claim with the carrier. We'll send out new items ASAP.

I was shipped an incorrect or second-quality item. Help!

As a hand-finished product, some variation from item to item is completely normal, and part of the natural quality of each piece. Visit our Materials and Care page for more information. If you believe you have received an incorrect or truly defective item, send photos and an explanation of the issue to hello@merchanthome.com.