Shipping policy

Shipping Policy

At Ruby Merlot, we’re a small team doing our best to get your order to you as quickly and smoothly as possible. Below is everything you need to know about how we handle shipping. 

*For Customs, Duties & Import taxes, please scroll down 

Processing Time

Orders are typically processed and dispatched within 1-2 business days. During peak periods, launches, or promotional events, processing may take slightly longer, our small team appreciates your patience!

Shipping Times

Once your order is dispatched, shipping times vary depending on your location and the carrier selected at checkout. Typical shipping windows are:

  • Singapore: 2–5 business days

  • International: 7–30 business days (may vary depending on destination and customs processing)

  • *U.S. Orders: Please note that U.S. orders are currently experiencing longer-than-usual shipping delays due to factors outside our control. We appreciate your understanding and recommend tracking your parcel closely once it’s on the way. 

Please note that all shipping times are estimates only and not guaranteed.

Tracking

You’ll receive a shipping confirmation email with a tracking number once your order has been dispatched. If you haven’t received it, check your spam or promotions folder or email us at hello@rubymerlot.com.

Customs, Duties & Import Taxes

Our products are mostly made in China and shipped from Singapore.
For international orders, your local customs authorities may charge duties, taxes, or import fees. 

If duties were collected at checkout: No further duty payment should be required upon delivery.
If duties were not collected at checkout: Your local customs authorities or carrier may charge duties, taxes, or import fees upon arrival. These charges are not included in your order total and are the customer’s responsibility.

Ruby Merlot is not responsible for delays or additional charges caused by customs processing.

If you refuse to pay customs fees or fail to collect your parcel, it may be disposed of by the carrier, and no refund will be issued.

Unpaid Duties & Refused Parcels

If customs duties, taxes, or import fees are not paid and the parcel is refused, returned, or abandoned, the shipment will be handled according to the courier’s policies.

Please note:

  • If a parcel is refused due to unpaid customs fees, it may be returned to us or disposed of by the courier.

  • If the parcel is disposed of by the carrier, no refund will be issued.

  • If the parcel is returned to us, a refund may be processed only after the parcel has been received and inspected.

  • Original shipping fees are non-refundable, and a $10 handling fee will be deducted from any approved refund.

  • If the courier charges Ruby Merlot any return shipping, customs, duties, or administrative fees as a result of the refusal, these costs will also be deducted from the refund.

Customs charges are determined by local authorities and are outside of our control. We strongly recommend checking your country’s import regulations and potential fees before placing an order.

Returned Packages

At Ruby Merlot, we want to make sure your order gets to you smoothly. Sometimes, parcels may be returned to us if:

  • Delivery was attempted but unsuccessful.
  • The parcel was not collected from the courier’s collection point within the holding period.
  • The delivery address provided was incomplete or incorrect.

When this happens, here’s how we handle it:

1. Notification

If your parcel is returned to us, we’ll notify you via email once it arrives back at our warehouse.

2. Reshipment Options

Reshipping your order: We’re happy to send your parcel out again. A re-delivery fee (covering postage and handling) will apply, which must be settled before we dispatch the parcel again.

Refund instead: If you prefer a refund instead of reshipment, we’ll process a refund for the item(s) once the returned parcel has been received and inspected. Please note that original shipping fees are non-refundable, and a handling fee of $10 will be deducted from your refund. If your order originally qualified for free shipping, the outbound shipping cost will also be deducted from the refunded amount.

3. Timeframe

Returned parcels will be held for 14 days after we notify you. If we don’t hear back within this period, your order will be automatically cancelled and refunded (minus original shipping costs and the $10 handling fee).

4. Customer Responsibility

To help avoid delays or returns, please double-check that your shipping details are correct at checkout and ensure someone is available to receive your parcel or collect it promptly if redirected to a collection point.

Please also ensure you remain contactable via the email address and/or phone number provided at checkout, as couriers or customs may need to reach you for delivery coordination or required payments/documents (e.g. Tax ID).

Lost, Delayed, or Stolen Packages

We're not responsible for lost parcels sent outside of our warehouse. Ruby Merlot is not liable for lost, stolen, or delayed packages. If your tracking shows “Delivered” but you haven’t received it, please contact the carrier directly.

We’re happy to guide you through the process, but we cannot refund or resend orders marked as delivered by the carrier.

Incorrect Shipping Information

Please double-check your shipping address before submitting your order. We are not responsible for packages lost or delayed due to incorrect or incomplete shipping information provided by the customer.

If you realize there's an error, email us at hello@rubymerlot.com within 3 hours of placing your order, we’ll do our best to fix it before the order is processed.

Shipping Fees

Shipping fees are non-refundable, even if the order is returned or refused. If a package is returned to us due to a failed delivery (e.g. incorrect address or unclaimed package), reshipping fees will apply.