When an order ships and tracking is available, we send a dispatch confirmation email with a tracking link or number. Use the carrier link for the most recent scan history. Order processing usually takes 1–3 business days after payment confirmation and is separate from the delivery estimate.
Finding your tracking details
Look for the dispatch email sent to the address entered at checkout, and check your spam or promotions folder if needed. A tracking number may take time to show its first carrier scan after the dispatch message arrives. Keep your order number handy when contacting support so we can identify the shipment.
If tracking has stopped updating
A gap between scans does not always mean a parcel is lost. If tracking has not moved for an extended period, the estimated delivery window has passed, or the parcel is marked delivered but cannot be found, contact us. Include the order number, tracking reference, and a brief description of what the carrier page shows. We will review the available information and help investigate; handing a parcel to the carrier does not end our customer-support obligations.
Damaged or incorrect deliveries
If your order arrives damaged, incomplete, or with the wrong item, contact us with clear photos where possible. Please report visible transit damage as soon as practical, ideally within 7 days, to help the investigation; this recommendation does not shorten your rights. Our Shipping Policy and Return & Refund Policy explain the relevant steps and resolutions.
Email service@merryoakly.com or call +852 2851 3180 for help. We do not ask you to send payment-card information to track an order.