FAQ
Frequently Asked Questions
Who operates Mertinsh?
Mertinsh is an e-commerce brand operated by 深圳震天下网络科技有限公司 (English translation: Shenzhen Zhen Tian Xia Network Technology Co., Ltd.), a company registered in Shenzhen, China.
How can I contact customer support?
You can contact us at:
Email: support@mertinsh.com
Phone: +86 139 8615 1101
Business Hours: Monday–Friday, 9:00 AM–5:00 PM China Standard Time (UTC+8)
If you are contacting us about an existing order, please include your order number and the email address used to place the order.
How long does order processing take?
Orders are typically processed within 1–3 business days after payment has been successfully received.
Shipping transit time is additional.
Where does Mertinsh ship?
We ship to destinations that are currently available for selection and checkout on mertinsh.com.
If a destination is unavailable during checkout, we cannot currently guarantee shipping to that location.
How much does shipping cost?
Applicable shipping charges are displayed during checkout.
If an order qualifies for free shipping, the applicable offer or checkout page will indicate this.
How can I track my order?
Where tracking is available, tracking information will be provided after your order has been shipped.
Please allow some time after dispatch for the carrier's tracking system to update.
Can I return an item?
Eligible return requests may be submitted within 30 days after delivery.
For a standard change-of-mind return, products must be unused and unopened.
Opened or used skincare and personal-care products are not eligible for change-of-mind returns.
Please contact support@mertinsh.com before sending any return.
Who pays for return shipping?
For an eligible change-of-mind return, the customer is responsible for return shipping costs.
Different arrangements may apply if the product is verified as damaged, defective, or incorrect.
Where should I send my return?
Do not send products directly to our corporate registered address.
Contact support@mertinsh.com first. We will provide return instructions and the appropriate return address where applicable.
What if my product arrives damaged, defective, or incorrect?
Contact support@mertinsh.com as soon as reasonably possible.
Please provide your order number and clear photos showing the issue.
After reviewing the information, we will provide an appropriate solution, which may include a replacement or refund.
How does Subscribe & Save work?
Certain products may be available through a recurring subscription.
Before purchasing, the applicable subscription price, discount, and billing frequency will be displayed.
By selecting a subscription option, you authorize recurring charges according to the subscription schedule selected at checkout.
How can I cancel my subscription?
You can request cancellation of future subscription renewals by contacting:
Please contact us before your next scheduled recurring payment is processed.
Cancelling a subscription prevents future recurring charges. It does not automatically cancel or refund an order that has already been charged or processed.
What currency will I be charged in?
The website may display prices based on your selected market or currency.
The final currency and total amount payable will be shown at checkout before you confirm payment.
Are promotions permanent?
No.
Promotional prices, discounts, bundles, free-shipping offers, or other promotions apply only according to the terms displayed with the applicable offer.
Where a promotion has an expiration date, the actual expiration date or applicable condition should be displayed with the offer.