Frequently Asked Questions

Find answers to common questions about ordering from MRT Global, delivery, tracking, returns, refunds and customer support.

Orders

How do I know my order has been placed successfully?

Once your order has been completed successfully, you should receive an order confirmation email containing your order details.

Please check your spam or junk folder if you cannot find the confirmation email.

Can I change my order after placing it?

If you need to change your order, please contact us as soon as possible.

We will do our best to assist, but once an order has entered processing or fulfilment, we may not be able to make changes.

Can I cancel my order?

Please contact us as soon as possible if you wish to cancel your order.

If the order has not yet entered fulfilment, we will try to cancel it. Once processing or dispatch has begun, cancellation may no longer be possible and you may need to follow our return process instead.

I entered the wrong delivery address. What should I do?

Contact us as soon as possible with your order number and the correct address.

We will try to update the delivery details where possible. However, once an order has entered processing or has been dispatched, we may not be able to change the address.

Delivery

Where do you deliver?

Available delivery options are determined by the delivery address entered during checkout.

If delivery is available to your address, the available shipping options and any applicable charges will be shown before you complete your purchase.

How much does delivery cost?

Any applicable delivery charge will be clearly displayed at checkout before payment.

We may also offer free delivery on qualifying orders, subject to the conditions displayed on our website or at checkout.

How long will my order take to arrive?

Delivery times can vary depending on the product, fulfilment location, destination and courier used.

Where available, an estimated delivery timeframe will be shown during the ordering process or provided after your order has been dispatched.

Delivery dates are estimates and occasional delays can occur.

Will I receive tracking information?

Where tracking is available, you will receive tracking details after your order has been dispatched.

Please keep your order confirmation and shipping confirmation emails, as they contain important information about your order and delivery.

Why have I received only part of my order?

If you order multiple products, they may occasionally be fulfilled from different locations.

This means your order may arrive in more than one parcel, sometimes on different days.

You may also receive separate tracking information for each shipment.

My tracking says delivered, but I cannot find my parcel. What should I do?

First, please check:

• Around your delivery location and any designated safe place
• With other members of your household
• With neighbours where appropriate
• Any delivery or collection notice left by the courier

If you still cannot locate your parcel, please contact us with your order number so we can assist.

My delivery appears delayed. What should I do?

Occasional courier delays can happen due to weather, high-demand periods, transportation disruption or other circumstances outside our control.

If your order appears significantly delayed, please contact us and include your order number so we can investigate.

Returns & Refunds

Can I return an item?

Eligible items may be returned within 30 days of delivery, subject to our Returns & Refunds Policy.

Items should normally be unused, in their original condition and returned with their original packaging and accessories where applicable.

Certain products may have return restrictions for hygiene, personalisation, perishability or other reasons permitted by law.

How do I request a return?

Please contact us through our Contact Us page before sending an item back.

Include:

• Your order number
• The email address used at checkout
• The item you wish to return
• The reason for the return

We will provide the appropriate return instructions.

Please do not send an item to a return address without first contacting us.

Who pays for return postage?

For ordinary change-of-mind returns, you may be responsible for the cost of returning the item unless we tell you otherwise.

Different arrangements may apply where an item is faulty, damaged or incorrect.

When will I receive my refund?

Once your returned item has been received and checked, we will let you know whether your refund has been approved.

Approved refunds are normally issued to your original payment method.

Your bank or payment provider may require additional time to process the refund after we have issued it.

What if my item arrives damaged, faulty or incorrect?

Please contact us as soon as possible.

Include your order number and, where appropriate, clear photographs showing the problem.

We will review the issue and provide the appropriate assistance.

Payments

What payment methods do you accept?

The payment methods currently available will be displayed securely during checkout.

Available payment options can vary depending on your device, location and Shopify checkout configuration.

Is my payment information secure?

Payments are processed through Shopify’s secure checkout and the payment providers available on our store.

MRT Global does not require customers to send payment-card information through email or the Contact Us form.

Products

How can I find more information about a product?

Each product page includes information such as the product description, key benefits and product details where applicable.

If you need additional information before ordering, please contact us and tell us which product you are interested in.

What happens if a product becomes unavailable after I order?

If we are unable to fulfil an item you ordered, we will contact you with the available options.

Where appropriate, a refund for the unavailable item will be issued to the original payment method.

Customer Support

How can I contact MRT Global?

Please use our Contact Us page to send us a message.

For enquiries regarding an existing order, please include:

Your order number and the email address used at checkout.

This helps us locate your order and assist you more quickly.

Where can I find more information about store policies?

You can find further information in our:

Shipping Policy
Returns & Refunds Policy
Privacy Policy
Terms of Service

These policies provide more detailed information about shopping with MRT Global.

Still Need Help?

If you cannot find the answer you need, please contact us through our Contact Us page and our customer support team will be happy to assist.