Shipping policy

Mrasglok™ sells sculptural scented candles, aroma stones, candle warmer lamps, and related home fragrance accessories. We want you to know when your order will ship, how shipping charges are shown, when your package is expected to arrive, and how to get help if a delivery issue occurs.

This policy applies to orders placed through the Mrasglok™ website. If a product page or checkout provides more specific information about a pre-order item or delivery option, please review it before paying.

1. Delivery Areas

We deliver throughout the United States. Available shipping methods and applicable charges are shown at checkout based on the address you enter.

Please provide a complete and accurate recipient name, street address, apartment or unit number where applicable, city, state, ZIP code, phone number, and email address. Missing address details may affect handoff, tracking, or delivery.

If checkout does not show a shipping option for your address, please do not use an inaccurate alternative address to place the order. Email service@mrasglok.com with your general location and the products you wish to purchase so we can help check availability.

2. Processing and Dispatch of In-Stock Items

In-stock items ship within 3 days of ordering. Before dispatch, we review the order, prepare the items, package them, and hand the parcel to a carrier.

An order confirmation means your order has been submitted. A shipping notification means the parcel has entered the delivery process. These are separate updates; please refer to the relevant notification and order status when checking progress.

If a stock, packaging, or fulfillment issue prevents us from shipping within the stated time, we will contact you at the email address associated with your order to explain the situation and the next steps.

3. Pre-Order Items

Pre-order items are not subject to the 3-day dispatch time for in-stock items. Their estimated dispatch time is based on the information provided on the relevant product page and in your order confirmation. Please check whether an item is marked as a pre-order before purchasing.

If the expected dispatch arrangement for a pre-order item changes, we will contact you with an update. For an item that has not shipped, you may contact us to discuss waiting for it or canceling the order.

If an order contains both in-stock and pre-order items, they may ship together or separately, depending on availability and fulfillment arrangements. If you need to confirm how a mixed order is expected to ship before paying, email service@mrasglok.com with the product names.

4. Estimated Delivery Time

In-stock items are estimated to arrive within 5–20 days of ordering. This is an estimate, not a guaranteed delivery date. The destination, carrier processing, weather, holidays, and other shipping conditions may affect the actual arrival date.

The wait for a pre-order item also depends on its stated pre-order dispatch schedule, so the overall 5–20-day estimate for in-stock items does not apply to it. Please review the relevant product information or contact us before ordering if the expected timing is unclear.

If checkout displays more specific delivery information for your address or selected method, please review it before submitting your order.

5. Shipping Charges and Order Total

Applicable shipping charges are shown at checkout. They may vary by delivery address, product, and available shipping method. Before placing your order, you can review the product amount, shipping charge, and final amount due.

This policy does not promise a fixed shipping rate or free-shipping threshold. Only a shipping charge or promotion actually shown at checkout applies to the relevant order.

6. Dispatch Location and Multiple Parcels

The location from which an order ships may vary according to product availability and fulfillment arrangements. Delivery throughout the United States does not mean that every item ships from a warehouse within the United States. Please refer to your shipping notification and tracking record for information about your parcel’s route and carrier.

An order may arrive in more than one parcel, particularly when items have different availability dates. If you receive only part of an order, first check for separate shipping notifications or tracking numbers. If you still need help, email service@mrasglok.com with your order number.

7. Shipping Notifications and Tracking

After your parcel ships, we will send available tracking information to your checkout email address if the selected shipping method supports tracking. A carrier may need time to scan the parcel for the first time, and tracking updates may appear at different intervals throughout its journey.

If you have not received a shipping notification, please check your spam folder and confirm that you entered the correct email address at checkout. You can also contact us with your order number and checkout email address.

If tracking has not updated for an extended period or your parcel has not arrived within the estimated delivery window, please contact us. We will help review the order and available carrier information.

8. Changing a Delivery Address

Please check your address before placing an order. If you notice an error in the street number, unit number, state, ZIP code, or phone number afterward, email service@mrasglok.com as soon as possible with your order number and the correct details.

We will check whether the order has shipped and do our best to help. An address change may no longer be possible after the parcel has been handed to the carrier. If an address issue affects delivery, we will review the order and tracking status with you to determine the next steps.

9. Failed Delivery or Return to Sender

If a carrier reports that an address is incomplete, the recipient could not be reached, delivery failed, or a parcel is being returned, please contact us promptly. Include your order number and updated address and contact details.

We will review the parcel’s location, the reported reason for the failed delivery, and the available options. Whether redelivery is possible and whether it involves an additional charge depends on the specific circumstances and the carrier’s arrangements. We will explain any applicable information before proceeding.

10. Delayed, Missing, or Marked Delivered but Not Received

If the estimated delivery window has passed or tracking shows an issue, email service@mrasglok.com with your order number, tracking number, and a description of what happened.

If tracking says “delivered” but you cannot find the parcel, you may first check the delivery address, doorstep or parcel storage area, and any notice left by the carrier. Then contact us. We will review the order and carrier records. A “delivered” tracking status does not automatically close your inquiry.

If the review shows that the parcel was lost or a delivery error occurred, we will provide an appropriate solution based on the circumstances.

11. Damaged, Missing, or Incorrect Items

Scented candles, aroma stones, and candle warmer lamps may contain sculptural details, glass parts, or electrical components that require careful protection. When your parcel arrives, we recommend checking that the items and accessories match your order and the contents stated on the product page.

If an item arrives damaged, has missing parts, is incorrect, or is materially different from its description, email service@mrasglok.com with:

• Your order number;

• The name of the affected item;

• A brief description of the issue;

• Photos of the item, accessories, and outer packaging, if available.

Please keep the item and packaging while the issue is being reviewed. We will assess the circumstances and provide an appropriate solution, which may include sending a missing part, replacing an item, issuing a refund, or another suitable remedy. We will explain the arrangements for an incorrect or problematic item in our response.

12. Returns and Delivery Issues

For a standard return based on personal preference, please contact us within 7 days of receiving your item. Refer to our Return & Refund Policy for eligibility, return shipping costs, and refund procedures.

If the issue involves shipping damage, missing parts, an incorrect item, or a parcel that never arrived, please explain that in your message rather than treating it as a standard return. We will review the order and circumstances before providing the applicable steps.

Please do not send an item to our published business address before receiving return instructions.

13. Contact Us

Brand Name: Mrasglok™
Legal Company Name and Website Operator: Hangzhou Shanyuan Outdoor Technology Co., Ltd.
Customer Support Email: service@mrasglok.com
Phone: +86 178 9646 4190
Customer Service Hours: 9:00 AM – 6:00 PM (GMT-08:00) Pacific Time (US & Canada)

Mrasglok™ is owned and operated by Hangzhou Shanyuan Outdoor Technology Co., Ltd. Please include your order number when contacting us about delivery so we can locate the relevant order.