FAQs
Orders
Q: How do I place an order?
A: Simply browse our website, add your favorite items to your cart, and proceed to checkout. Follow the steps to complete your purchase.
Q: How long does it take to process my order?
A: Orders are processed within 1–2 business days, Monday through Friday. Weekend and holiday orders begin processing the next business day.
Q: Can I modify or cancel my order after placing it?
A: Contact us at info@merchantmona.com as soon as possible. Once an order has been processed or shipped, changes may no longer be available.
Q: Will I receive a confirmation after ordering?
A: Yes. You will receive an order confirmation email right after purchase, followed by a shipping confirmation with tracking details once your order is dispatched.
Shipping
Q: Where do you ship?
A: We currently ship within the United States only.
Q: How long does delivery take?
A: Total estimated delivery is 9–14 business days. This includes 1–2 business days for processing and 6–12 business days for transit.
Q: Is there a cut-off time for same-day processing?
A: Yes. Our daily cut-off time is 5:00 PM EST. Orders placed before this time may be processed the same business day.
Q: How do I track my order?
A: Once your order ships, you will receive a confirmation email with tracking details. Tracking is usually active within 24–48 hours after dispatch.
Q: What if my order is lost or delayed?
A: Reach out to us at info@merchantmona.com, and we will work directly with the carrier to resolve the issue as quickly as possible.
Q: What happens if I enter the wrong shipping address?
A: Please double-check your address before placing your order. Merchant Mona is not responsible for delays or failed deliveries due to incorrect address information.
Returns and Refunds
Q: What is your return window?
A: We accept returns within 45 days of receiving your order.
Q: What condition must items be in for a return?
A: Items must be unused, unworn, unwashed, with original tags attached and returned in original packaging along with proof of purchase.
Q: How do I start a return?
A: Email us at info@merchantmona.com with your order details and photos of the product. Once approved by our support specialist, we will send you a prepaid return shipping label at no cost. Unauthorized returns will not be accepted.
Q: Do you charge restocking fees?
A: No. Merchant Mona does not charge any restocking fees on eligible returns.
Q: When will I receive my refund?
A: Once we receive and inspect your return, approved refunds are processed within 5–7 business days to your original payment method. Your bank may require additional time.
Q: What if I received a damaged or wrong item?
A: Contact us within 48 hours of delivery at info@merchantmona.com with photos of the issue, and we will resolve it promptly.
Q: Do you offer exchanges?
A: Exchanges are available for damaged, defective, or incorrect items only, subject to product availability.
Q: Can I get a refund on a discount code or promotion?
A: No. Promotional codes must be applied at checkout and cannot be refunded or added retroactively.
Payments
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, Maestro, American Express, Discover, PayPal, Google Pay, Apple Pay, Shop Pay, UnionPay, Diners Club, and Klarna.
Q: What currency are prices listed in?
A: All prices are listed and charged in USD (United States Dollar).
Q: Is my payment information safe?
A: Absolutely. All transactions go through a fully encrypted and secure payment gateway. Merchant Mona does not store or have access to your card details.
Q: What if my payment is declined?
A: Please try a different payment method or contact your bank for assistance. Your order will not be processed until payment is successfully authorized.
Q: Are there any hidden charges?
A: No. The price you see at checkout is the price you pay. No hidden fees, ever.
Privacy
Q: Do you sell my personal information?
A: Never. Merchant Mona does not sell or rent your personal data to any third parties.
Q: How is my data used?
A: Your information is used solely to process orders, send shipping updates, improve our services, and prevent fraud.
Q: Can I request deletion of my personal data?
A: Yes. You have the right to access, correct, or request deletion of your data. Contact us at info@merchantmona.com to submit a request.
Still Have Questions?
We are always happy to help.
📧 Email: info@merchantmona.com
📞 Phone: +1 610-292-6530
📍 Address: 350 Mall Blvd #3056, King of Prussia, PA 19406, USA
🕐 Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)