FAQ'sOrdering
Shipping
Returns & Claims
Product Information OrderingHow can I place an order?We accept orders by fax or email or you may place an order at Merrittusa.com, you can register, login and shop online. If you need an order form click here to download and fax or email completed the form to (888) 354-5151 or email [email protected]. Upon receipt of your order, we will automatically send you an order confirmation if we have your email on file. Please make sure to include your billing and shipping email on your purchase order to prevent any shipping delays. I’m a retailer – how can I find out more about your products or place an order?If you are a retailer and would like to set up an account with us, please fill out our New Customer Registration Form. Once we receive the completed form, we will provide you with a password so you may access our private Retailer section of our website. You will also receive download links to:
If you have any additional questions, please email [email protected] or call (818) 767-0789. What is the minimum for initial orders and reorders?There is a $300 minimum for opening orders and a $250 minimum for reorders. Master packs will not be broken. A $25 additional handling charge will be added to orders that do not meet the order minimums. Terms: Net 30 terms are extended based on credit approval. A charge of 2% a month will be charged on overdue accounts. Can individual consumers purchase directly from Merritt International?We only sell to qualified retailers. Consumers interested in purchasing our products find the nearest store by using the Store Locator feature on this site. Do you offer credit terms?New customers requesting to be set up with terms must submit a Credit Application to be approved for Net 30 terms. Placing opening orders with a credit card will expedite shipment. California businesses must provide their resale tax number or a copy of their seller’s permit as part of the application process. How do I request a catalogue?All catalog requests must be accompanied with a completed New Customer Registration Form. After completing our online registration form you will be able to login to our site to view the catalog and place orders. A mailed catalog will be sent in seven to ten business days. We look forward to doing business with you! What payment methods do you accept?We accept Visa, MasterCard, and American Express and Discover. When will my credit card be charged?Your credit card will be charged on the same business day as your order ships. How is pricing determined?All prices are net wholesale cost FOB Sun Valley, CA 91352. Prices are subject to change without notice. Orders will be invoiced at the prices in effect at the time the order is placed. How do I get pricing for an order I just received?All shipped orders contain a Packing Slip inside the main shipment carton for your order. If you did not receive a Packing Slip, please contact [email protected] for a replacement. How can I update my credit card information?Please contact Customer Service at [email protected] or call (818) 767-0789 to update your account. ShippingWhat are your standard shipping methods?Orders are shipped via UPS or FedEx Ground anywhere in the Continental United States, unless weight or packaging requirements necessitate shipment by common carrier. Please provide us with your UPS or FedEx freight collect account number if available. Shipments requiring special handling requests or special routing instructions must be specified or Merritt reserves the right to ship at our own discretion. Merritt does not drop ship. What are typical shipment times?Opening OrdersDelivered 2 weeks after receipt of order (pending credit approval). ReordersTypically delivered within 7-10 days after receipt of order. BackordersWe make every effort to communicate with our customers on backorder situations. Customers with Backordered Items will automatically be emailed a Merritt Order Contains Out of Stock Items notification with projected availability for all active items. You will be requested to confirm back to us either: (1) Ship what is available now and backorder balance, (2) Hold entire order for backorder items. If we do not hear back from you before your requested ship date, we will ship what’s available and backorder the balance (option 1). Any remaining backorders past 60 days from original order ship date will be canceled. Any backorders under $60.00, Merritt reserves the right to cancel. backorders will ship under the same payment terms as the original shipment. How do I change Billing or Shipping address information?Please contact Customer Service at [email protected] or call (818) 767-0789 to update your account. Returns & ClaimsHow do I request a return?No returns will be accepted unless a completed Return Authorization (RMA) Form has been has been completed and approved. No claims should be submitted on used merchandise. You can download a form here or email [email protected]. Returns are subject to a 20% restocking fee and must be sent back in their original shipping cartons at the customer’s expense. Returns must be made within 30 days of original invoice date. After 30 days, all sales are final. How do I initiate a claim for merchandise damaged during shipment?Upon receipt of merchandise, check cartons for outside damage. If the outside cartons are noticeably damaged, a claim should be filed immediately with the appropriate carrier: UPS Damage Claims UPS Damage Claims FedEx Claims Online FedEx Claims Online How I initiate a claim for damaged or defective merchandise?Upon receipt of merchandise, check contents of each inner carton. If the contents are damaged, claims of any nature must be made within ten (10) days after receipt of merchandise. Damaged merchandise credit should be submitted by downloading a form here or email [email protected] Any invoice adjustment must first be approved by Merritt International. How do I cancel my order?If you would like to cancel any part of an order, contact Customer Service at [email protected] or call us at (818) 767-0789. Product InformationHow do I care for Merritt products?AcrylicHand washing is the best way to maintain acrylic products as dishwasher rinse agents and heat can cause cracking and crazing over time. Acrylic is not recommended for use in the microwave. Do not use a rough sponge or abrasive cleaning brush on acrylic. Straight high-proof alcohol is not recommended for acrylic material as it can cause damage if left in glass over a long period of time. To safely remove sticker residue, please use oil based lubricant such as WD-40 (or any other oil-based brand), or vegetable oil such as Wesson. DO NOT use GOO-Gone, nail polish remover or turpentine, as these will damage acrylic. MelamineMelamine is dishwasher safe but not recommended for microwave use. TritanTritan is dishwasher safe. Although it is heat resistant, it is not recommended for use in the microwave. Straight high-proof alcohol is not recommended for acrylic material as it can cause damage if left in glass over a long period of time. Dry with a soft, nonabrasive lint free cloth. Acrylic PlacematsDo not place in the dishwasher. Not recommended for microwave use. Do not leave outside - store indoors after placemats have been cleaned. Prolonged exposure to harsh weather or intense sunlight will cause color fading and damage Natural material. Although our placemats are heat resistant up to 225 degrees Fahrenheit, do not use with cookware items taken directly from heated ovens or microwaves. Wash using warm water and mild liquid soap. Dry with a soft, nonabrasive lint free cloth. For additional help or support, please email us at [email protected]. How do I get digital images of Merritt products?Digital images of our entire catalog are available for download to all approved Retailers and industry publications. Images include HiRes and LowRes product images as well as HiRes Product Design and Beauty shots in portrait and landscape orientations. |
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