Help Center
Order
How can I track my order?
Once your order is placed, you’ll be sent a tracking number so you can monitor your order every step of the way. If for some reason your tracking number is missing, then please send a message here ASAP.
When will I receive my order?
Please allow 2-6 business days for your order to arrive as it takes 1-2 day to process your order and 1-4 days for transit time.
What do I do if I never received my order?
Please get in touch directly with the courier for clarifications as this will be the fastest method to resolve. You'll find your courier's contact details in your order confirmation email. Feel free to contact us directly here for further assistance.
Can I change or cancel my order once placed?
Please send a message here ASAP for further assistance. If the package has left our warehouse by the time we process your request, we suggest you reject the parcel when the courier attempts to deliver it. If the package has been delivered, we'll help you arrange a return.
What happens if my order is lost or stolen?
Please get in touch directly with the courier for clarifications as this will be the fastest method to resolve. You'll find your courier's contact details in your order confirmation email. Feel free to contact us directly here for further assistance.
Do I need to set up an account to place an order?
While setting up an account will make it easier to place future orders and keep record of your shipment details, it is not required and you may check out as a guest.
Does Merhoki have a physical store?
We currently do not have a physical store, but stay connected for future updates!
Shipping
Does Merhoki offer free delivery?
Yes! We offer free standard ground shipping
When will my order ship?
Orders are typically processed within 1-2 business days. Please note that orders placed on weekends or holidays will be processed on the next business day.
How long will my order take to arrive once shipped?
Please allow 2-6 business days for your order to arrive.
What if my delivery is late?
We recommend you to get in touch directly with your courier for shipment updates. You can find the contact details in the confirmation email for your order. If you are facing any issues please send a message here with all the details for further assistance.
Where do you ship to?
We ship within to all US states and territories.
Do you ship internationally?
At this time, sales are limited to the US and US territories.
What shipping methods do you offer?
Ground shipping (1-5 days) through UPS and USPS
Can I change my delivery address once my order is placed?
Yes, if the order has not already been shipped. If your order has been shipped, then it will take one failed delivery attempt before the address can be changed. Either way, please send a message here to arrange this ASAP
What delivery company do you use?
UPS and USPS
How do I know if my order has been shipped?
You will receive confirmation email and the courier will keep you informed every step of the way
Where do you ship from?
San Jose, California
Returns
What is Merhoki’s return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How do I return my order?
To submit a return request:
Click the profile icon in the store's navigation, or go to the Request a Return, or refund policy, and then request a return.
1. Log in to your account:
a. In the "Email" field, enter your email address, and then click "Continue".
b. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
c. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click "Submit request".
If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return shipping label. After the product is returned, you will receive a refund.
Do you offer exchanges?
For the fastest service and to ensure we have stock for any exchange, please return your items for a refund and place a new order.
How long does it take to process my refund?
You will be notified once your return is received and inspected. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please send a message here.
Does Merhoki offer free returns?
Yes!
What should I do if I received a wrong or damaged item?
I apologize for any inconveniences and will strive to resolve as quickly as possible. Please send a message here and provide your order details.
Product
What materials are used to make Merhoki eyewear?
Spirit eyewear frames are made from premium acetate.
Lenses are made from impact resistant nylon.
Side logo, hinges, and screws are made from stainless steel.
How should I care for my items
- Spray lens with an eyeglass lens cleaner. If you do not have a lens cleaner, wash with warm water and a pH-neutral soap.
- Dry with a clean microfiber cloth.
- After use, always place the eyeglasses back in their case.
Do not use alcohol, aggressive chemical products or disinfectant wipes and do not dry them with paper or other cloths that could scratch them or leave streaks.
Are all of your products listed on the website?
Yes! Stay connected for the latest releases
How often should I clean my eyewear?
It’s best to clean your eyewear daily or as needed to maintain clarity and hygiene.
Can I polish acetate frames at home?
Yes, but use the provided polishing cloth or take them to a professional for a deeper polish.
How can I reshape my acetate frames if they bend?
Acetate frames are impact resistant due to their flexibility. As such, they can bend under intense pressure.
To reshape, gently warm the frames with your hands and adjust them, or visit an optician for precise reshaping.
Payment
When will my card be charged for my order?
To enable shipment of your order as quickly as possible, your payment method will be charged once you place your order
What payment options are available?
Spirit Eyewear currently accepts Visa, Mastercard, American Express, Discover. We also support Apple Pay, Google Pay, and PayPal
Is my payment information safe?
Your transaction and payment details are directly handled by Shopify, our payment service provider, with secure encryption and under strict banking standards.
Your credit card details are sent directly to the bank. These cannot be read or accessed by us or any parties other than your bank.
Why am I getting an error when trying to pay with a valid method of payment?
Please check the following:
- Check you are using a valid method of payment
- Are you using a method of payment that matches the region you are in? Sometimes online transactions are blocked if the method of payment was not issued in the country from which you are buying
- If you are using a card, make sure that card number, CVC, expiration date, billing address, and name on the card that you are entering match the information of the card
- If you are using PayPal, make sure that the PayPal account settings are correct and that you either have a balance on PayPal or your PayPal account is linked to a valid method of payment, that your PayPal account is not limited
- Check if you have any sort of limitations on your method of payment settings that could prevent the transaction to succeed (e.g. daily spending limit, online transactions block).
If you are still experiencing an issue, send a message here and I will look into this matter for you. Please do not send the details of your method of payment.
What should I do if my method of payment was charged but I did not receive an order confirmation?
If your order was submitted and processed successfully, you should have received the automated order confirmation via e-mail. Please check if our confirmation message is in your spam folder. We recommend you to add our email address to your contacts, or to flag our message as secure, in order to prevent our messages from going to the spam folder next time. If you cannot find our confirmation e-mail, it is possible that your order has not been processed successfully. We recommend you to check if the transaction is reflected in your payment method. If you have not received an order confirmation and the transaction does reflect against your method of payment, please send a message here to investigate this matter for you.
My Account
How do I create a Merhoki account?
You can click "Sign up or login" to create a new account. Alternatively, you can add the product(s) to your shopping bag without having an account, and on checkout you will be requested whether you want to continue as a guest or create an account.
How can I make changes to the details on my account?
Ensure you are logged into your account, navigate to My Account and then to Edit Profile
What if I can’t log into my account?
- Make sure you are entering the email address you used to register with Nothing
- Try to reset your password using the password reset options (see What if I forgot my password)
- If you still cannot login, please get in touch with me here, providing error messages and any other details that can help identify the issue
What if I forgot my password?
Click Login and go to Forgot my Password. Input your email address and a password reset link will be sent to you, where you can change your password.
What if I have an account but forgot my email address I registered with?
When registering an account, an automated confirmation email will have been sent to the email address provided. If you have already checked all your email addresses and could not find the welcome email, it may be in your junk or spam folder. If you cannot work out which email address you registered, please send your details here so I can look into it for you.