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Customer Service

Customer Service

Great customer service is our number one goal. Though we can’t always foresee shipping issues, we're here to help and will go above and beyond to make your shopping experience a positive one! Please keep in mind that because we work 5 days a week, you may not receive a response from us over the weekend.

The information on this page is abridged for your convenience. Please review our Returns & Exchange policy in full before placing an order or requesting a return.

Contact Us

For questions and inquiries, you can contact us by e-mail at or by mail at PO Box 112, Cardiff, CA, 92007.

Credit Card Charges

Credit card charges are processed during checkout.  If for any reason we cancel or cannot ship your order, you will be notified and your charges will be reversed. 

Returns & Exchange

All Merino Shoes products purchased through can be returned within 30 days of the date you received it.

All Merino Shoes products purchased through can be exchanged for an equivalent product within 30 days of the date you received it. If requesting an exchange, please note the color and size you would like. 

To initiate a return or exchange request, please see our Returns & Exchange page.  

Shipping & Transit

All Orders Ship Free! (U.S. Orders Only)

  • All free shipping is done via FedEx SmartPost (including Alaska and Hawaii).
  • A $5 upgrade for FedEx 2-Day is also available for all domestic orders (no PO Boxes)

Shipping Transit Times

Please note: Orders ship out the following business day. If an order is placed Friday–Sunday, it will not ship until Monday.

  • SmartPost: 4-10+ business days (no charge, PO Boxes OK)
  • FedEx 2-Day: 2 business days (additional charge, excludes PO Boxes)
  • FedEx Overnight: 1 business day (premium option, charge based on shipping destination)
  • The transit times listed on this page are estimates. Shipping may be delayed during holidays, busy seasons, or inclement weather.

Additional Information

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