We are a small team and we answer our own email. Whether you have a question before you buy, need help with an order in transit, or want to arrange a return, you will get a reply from a person who can actually resolve it.

Customer Support Email

The fastest way to reach us is email: [email protected]

We are an email-first support team, and the inbox is monitored every business day. We do not currently offer phone support, which lets us keep prices down and keep a written record of every conversation for returns and warranty claims.

Support Hours

Monday to Friday, 9:00 AM to 5:00 PM Pacific Time.
Closed Saturdays, Sundays, and U.S. federal holidays.

Our Response Time Commitment

  • Standard questions: answered within 1 business day.
  • Order problems, damaged items, and missing parcels: answered within 1 business day, with the next step (replacement, refund, or carrier trace) confirmed within 2 business days. Carrier traces and claims can take 5 to 10 business days to conclude, and we update you as soon as we hear back.
  • Return authorization requests: your RA number is issued within 1 business day.
  • Messages received after 5:00 PM Pacific, on a weekend, or on a holiday: counted from the next business morning.

If you have not heard from us inside those windows, please check your spam or promotions folder and then email us again, because a small number of replies are filtered by mail providers.

What to Include in Your Message

You will get a faster and more useful answer if your first email includes:

  • Your order number (it begins with a # and appears in your confirmation email).
  • The email address used to place the order, if it differs from the one you are writing from.
  • The product name you are asking about.
  • For damage or defect claims, photographs of the item and of the outer shipping box.
  • For delivery problems, the tracking number from your shipping confirmation.

Business Address

Meridane Trading LLC
2035 NW Wilson Street, Suite 4
Portland, OR 97210
United States

Meridane Trading LLC is the company that owns and operates this store, and it is the name that appears on your card statement when you pay. This address is our office and warehouse. It is not a retail showroom and is not open to walk-in visitors. Please do not send returns to this address without a Return Authorization (RA) number. Returns arriving without an RA number cannot be matched to an order and may be delayed or refused. Request your RA number by email first; your RA email confirms the return address and packing instructions.

Common Questions Before You Write

Where is my order? Check your shipping confirmation email for the tracking number. Tracking can take up to 24 hours to activate after the email is sent. Orders are packed in 1 to 2 business days, then travel 2 to 7 business days for the contiguous states (7 to 12 for Alaska and Hawaii). Full detail is on our Shipping Policy page.

Can I return this? Most items can be returned within 30 days of delivery, unused and in their original packaging. Custom, personalized, and final-sale items cannot be returned. Full detail is on our Refund and Returns Policy page.

When will my refund arrive? We inspect returns within 2 business days of arrival and issue approved refunds within 3 business days. Your bank then takes a further 5 to 10 business days to post the credit.

What name will I see on my card statement? Charges appear on your card or bank statement under our company name, Meridane Trading LLC (shown as MERIDANE TRADING LLC). If you see this name and do not recognize the charge, email us with the date and amount before contacting your bank, and we will identify the order for you.

Do you ship outside the United States? Not at this time. We ship to all 50 states and Washington D.C.

Can I change my shipping address? Yes, if the order has not yet been handed to the carrier. Email us straight away with your order number.

Wholesale, Press, and Partnerships

For wholesale inquiries, bulk and corporate gift orders, press requests, or collaboration proposals, email [email protected] with “Wholesale”, “Press”, or “Partnership” in the subject line, and your message will be routed to the right person. These inquiries typically receive a reply within 2 to 3 business days.

Privacy of Your Message

Anything you send us is used only to answer your inquiry and to service your order. We do not add support correspondents to marketing lists without a separate opt-in. See our Privacy Policy for full detail on how we handle your information.