1. ORDERING
Do I need to have an account to order?
No, you can place an order as a guest. Creating an account allows you to:
- Complete checkout more quickly.
- View your order status and order history.
- Receive updates about new releases and special promotions if you subscribe.
What if I forgot my password?
On the login page, use the password recovery option, if available, and follow the instructions to reset your password. If your account uses an email verification code, request a new code to sign in.
What if I typed the wrong email address?
Please contact us at service@meprano.com as soon as possible with your order number and correct email address so we can assist you.
Are there any exchange rates?
Our transactions are processed in US Dollars. If your payment account uses another currency, your bank or payment provider determines the applicable exchange rate and any currency conversion fees.
What payment methods do you accept?
Available payment methods are displayed at checkout. Please review the options shown before completing your purchase.
How secure is my online order?
Our checkout uses encryption to help protect information transmitted during payment. Payments are handled by our payment service providers, and we do not store your full payment card details on our own servers.
How do I change or cancel my order?
Please contact us at service@meprano.com as soon as possible with your order number and the changes or cancellation you are requesting.
We can change or cancel an order only if it has not yet been packed or shipped. We will check its status and confirm whether your request can be completed. Sending a request does not guarantee that the order can be changed or canceled.
We do not charge a cancellation fee. If your order is successfully canceled after payment has been collected, we will process a full refund to your original payment method within 3 business days of confirming the cancellation. Your bank or payment provider may then take an additional 3–8 business days to post the refund.
If the order has already been packed or shipped, please refer to our Return Policy for available options. This does not limit any rights you may have under applicable law.
How do I set my shipping address?
Enter your complete and accurate delivery address, including the recipient’s name, street address, apartment or unit number, city, state or province, postal code, and country.
Use English or Latin characters where required by the checkout or shipping carrier. Please check all details before submitting your order.
Can I change my shipping address after placing an order?
Please contact us immediately if your shipping address needs correction. We can update it only if the order has not yet been packed or shipped.
Once an order has been packed or shipped, we may be unable to change its delivery address. We will review your request and advise you of any available options.
When will my order arrive?
Estimated transit times depend on the shipping destination and fulfillment location:
- Local warehouse orders: Approximately 3–5 business days after dispatch.
- Origin warehouse orders: Approximately 10–15 business days after dispatch.
These estimates are in addition to the order processing time of 2–3 business days. Delivery may take longer during public holidays, peak seasons, customs clearance, or carrier disruptions.
How do I track my order?
We will email your tracking details after your order has been dispatched. Tracking updates may take 24–48 hours to appear on the carrier’s website.
If you have not received shipping confirmation within 5 business days of payment, please contact us.
Can I use several discount codes in one order?
Discount codes cannot be combined with other codes or promotions unless expressly stated in the offer.
What do I do if I have missing items in my order?
Please contact us promptly with your order number and details of the missing items. We will check whether your order was shipped in separate packages and help resolve any confirmed shortage.
2. SHIPPING AND CUSTOMS
When will my order be processed?
Orders are normally processed within 2–3 business days, Monday through Friday, excluding public holidays. We do not normally dispatch orders on weekends.
Processing may take longer during public holidays and peak promotional periods. Please contact us if you have not received shipping confirmation within 5 business days of payment.
Estimated transit times begin after dispatch and are separate from processing time.
How will my order be shipped?
The shipping method depends on your delivery address, product availability, and fulfillment location. Please refer to our Shipping Policy and the delivery options displayed at checkout for further details.
3. RETURNS
How do I return an item?
Please contact us at service@meprano.com within 30 days of delivery to request a return. Include your order number and the reason for your request.
Items must be unused, in their original packaging, and in the same condition as received, except where the return concerns a defect, damage, or an incorrect item.
Once your request is approved, we will provide return instructions and the appropriate return address. Please do not send items back before receiving these instructions.
Refer to our Return Policy for exclusions, including items marked as Final Sale. These exclusions do not limit any rights you may have under applicable law.
Will shipping be covered for my returns?
For change-of-mind returns, the customer is responsible for return shipping costs.
If an item arrived damaged, defective, or incorrect, we will cover the reasonable return shipping costs for a confirmed issue or arrange another appropriate solution. Please contact us before arranging shipping so we can provide instructions.
What if the item(s) I received is defective, incorrect, or damaged?
Please contact us as soon as possible, preferably within 7 days of delivery, with your order number, a description of the issue, and supporting photographs where available.
We will review the issue and arrange an appropriate solution, which may include a replacement, return, or refund. The requested reporting period does not limit any rights you may have under applicable law.
How long is the returns process?
After we receive and inspect your returned item, we will notify you whether your refund has been approved.
Approved refunds are processed within 3 business days of approval. Your bank or payment provider may then take an additional 3–8 business days to post the credit to your account.
When will I receive my refund?
Refunds are issued to your original payment method.
For returns, we process approved refunds within 3 business days of approval following receipt and inspection. For successfully canceled orders, we process refunds within 3 business days of confirming the cancellation.
After we issue the refund, please allow an additional 3–8 business days for your bank or payment provider to post it.
If your refund has not appeared after that period, check your account and contact your bank or payment provider. If you still need assistance, contact us at service@meprano.com.
Contact Information
Operated by: Sichuan Xinchen Dahai Trading Co., Ltd.
Business License Entity: Sichuan Xinchen Dahai Trading Co., Ltd.
Registered Address: Room B209-1684, Building 2, Innovation Center, Science and Technology City New District, Mianyang, Sichuan, China (Cluster Registration)
Email: service@meprano.com
Phone: +1 803-602-1639