Frequently Asked Questions

Welcome to the Metanilo FAQ page. We've put together answers to some of the most common questions about ordering, shipping, returns, sizing, and shopping with us.

If you don't find the answer you're looking for, our customer support team is always happy to help. You can reach us at support@metanilo.com.

1. How long will it take to receive my order?

Orders are typically processed within 2–4 business days. Once your order has been shipped, standard delivery generally takes approximately 8–16 business days.

When processing and transit times are combined, most orders are expected to arrive within approximately 10–20 business days from the date the order is placed.

Please keep in mind that delivery timeframes are estimates and may occasionally vary due to carrier delays, warehouse availability, customs processing, peak shopping periods, weather conditions, or other circumstances outside our control.

Tracking is included with every order, and we'll email you the tracking information once your package has been dispatched.

For additional information, please review our Shipping Policy.

2. Do you offer free shipping?

Yes. Metanilo currently offers free standard shipping on all eligible orders within the United States.

There is no minimum purchase amount required for standard shipping unless otherwise stated during a specific promotion.

For complete shipping information, please see our Shipping Policy.

3. Where is Metanilo based, and where are orders shipped from?

Metanilo is a United States-based online retailer.

We work with international manufacturers, fulfillment partners, logistics providers, and warehouses to process and deliver our products. Because of this, your package may be shipped from an international fulfillment facility rather than from our registered business address in the United States.

The shipping origin may vary depending on the product and warehouse availability.

4. What should I do if my item arrives damaged, defective, or incorrect?

If your order arrives damaged, defective, or you receive an item different from what you ordered, please contact us at support@metanilo.com within 48 hours of delivery.

Include your order number, a brief explanation of the issue, and clear photos showing the product and any relevant damage.

Once we've reviewed the information, we'll arrange an appropriate replacement or full refund at no additional cost to you in accordance with our Return & Refund Policy.

5. Can I cancel my order?

Yes. Orders may be cancelled for a full refund as long as they have not yet been shipped.

Once an order has already been dispatched, we are unable to cancel it. After receiving the package, you may request a return by following our standard return procedure.

To request a cancellation, contact us as soon as possible at support@metanilo.com and include your order number.

6. What is your return policy?

We offer a 30-day return period beginning on the date your order is delivered.

To qualify for a return, the item must be unused, undamaged, and returned in its original packaging, along with valid proof of purchase such as your order number or receipt.

Before sending an item back, please contact our customer support team to request a Return Authorization and receive the appropriate return instructions and address.

For complete eligibility requirements and instructions, please review our Return & Refund Policy.

7. How long does it take to receive a refund?

After your returned item has been received and inspected, we'll send you an email confirming that your return has been reviewed.

Approved refunds are issued within 7 business days following inspection and are returned to the original payment method used for the purchase.

Once we issue the refund, additional processing time may be required by your bank or payment provider before the funds appear in your account.

8. Do you charge a restocking fee?

No. Metanilo does not charge a restocking fee on eligible, approved returns.

Our restocking fee is $0.

Please note that when a return is made because you changed your mind, no longer want the product, or ordered the wrong item, return shipping costs remain the customer's responsibility.

9. How do I choose the right size?

Sizing may vary between different products and styles. We recommend reviewing the size information provided on the individual product page before placing your order.

When available, use the measurements provided rather than relying only on your usual size.

If you're unsure which size to choose, contact us at support@metanilo.com with the product you're interested in and your sizing question, and we'll do our best to assist you.

10. Do you ship internationally?

At this time, Metanilo ships exclusively within the United States.

We do not currently offer international shipping. If our shipping coverage changes in the future, the available destinations will be reflected on our website and during checkout.

11. Do you have a physical store?

Metanilo currently operates as an online-only retailer and does not have a physical retail location open to customers.

Operating online allows us to work with a broader network of suppliers and fulfillment partners while making our collections accessible to customers throughout the United States.

12. How do exchanges work?

If you'd like a different size, color, or eligible replacement item, please contact our customer support team.

Once your return request has been approved, you may send the original item back according to the provided return instructions and place a new order for your preferred replacement.

Exchange-related returns are subject to the same eligibility requirements as standard returns.

13. Will I have to pay customs duties, taxes, or import fees?

Because some Metanilo orders may be fulfilled and shipped from international facilities, an order may be subject to customs duties, import taxes, tariffs, or other applicable charges.

Any such charges imposed by customs authorities, government agencies, carriers, or other applicable parties are the customer's responsibility and are not included in the product price or shipping cost unless otherwise stated at checkout.

Metanilo is not responsible for paying or reimbursing these charges.

For additional information, please review our Shipping Policy.

14. How can I track my order?

Once your order has been shipped, we'll send you a confirmation email containing your tracking number and a link to follow the progress of your package.

Please allow some time after receiving your shipping confirmation for the carrier's tracking system to update.

If your tracking information has not updated for an extended period or your package has exceeded the estimated delivery timeframe, contact us at support@metanilo.com and we'll assist you.

15. How can I contact customer support?

Our customer support team can assist with questions about products, sizing, orders, shipping, returns, and other store-related inquiries.

Email: support@metanilo.com
Phone: +1 323 203 4445

Customer Service Hours:
Monday–Friday, 9:00 AM–5:00 PM Central Time (CT)

We aim to respond to customer inquiries within 1–2 business days.

Contact Information

Store Name: Metanilo
Address: 5636 Etheridge St, Houston, Texas 77087, United States of America
Email: support@metanilo.com
Phone: +1 323 203 4445
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM Central Time (CT)

We aim to respond to all customer inquiries within 1–2 business days.