Once your package is shipped, you’ll receive an email with the tracking number - if shipment notifications are enabled for your account. You can also find the tracking number directly in your merchOne dashboard under the relevant order.
When will tracking information become available?
Please allow up to 5 business days from the shipment date for tracking updates to appear. During this time, the package may be in transit but not yet scanned by the shipping provider.
If the tracking status hasn’t changed after this period, feel free to reach out to our support team so we can look into it.
Investigation Process
If a parcel is stuck in transit or marked as delivered but hasn’t been received, we can initiate an investigation with the shipping provider. Each shipping partner may have different requirements. In most cases, either the recipient’s phone number or a completed claim form may be needed.
📄Download the required claim forms here
Investigations may take up to 9 business days, depending on the carrier and the issue.
Address Changes
Changes to the shipping address can only be made before the parcel is ready for dispatch.
Once the package is in transit:
- We can try forwarding the new address to the shipping provider once the parcel is scanned.
- However, we cannot guarantee that the change will be accepted.
- In this case, we recommend that the recipient contacts the shipping provider directly to request an update.
If you need further assistance or have questions about adding your first product, please contact our support team at support@merchone.com or your dedicated account manager.