4.1 Digital Products Only

Merlap primarily sells digital gaming products.

No physical product will be shipped for products identified as:

  • Game keys;
  • CDKs;
  • Activation codes;
  • Game top-ups;
  • Virtual currencies;
  • Game credits;
  • Downloadable products; or
  • Other electronic products.

The terms “shipping,” “delivery,” and “fulfillment” in this Policy refer to electronic delivery.

4.2 Order Processing

Orders are processed after:

  • Payment has been authorized;
  • Required order information has been provided;
  • Security screening has been completed;
  • Product availability has been confirmed; and
  • Any required verification has been completed.

Most digital orders are processed shortly after successful payment.

Some transactions may take up to 24 hours or longer because of:

  • Manual payment verification;
  • Fraud-prevention review;
  • Publisher maintenance;
  • Platform outages;
  • Inventory limitations;
  • Supplier processing;
  • Technical interruption;
  • High order volumes;
  • Incorrect customer information; or
  • Regional restrictions.

The delivery estimate displayed on the relevant product page or during checkout takes priority over general estimates in this Policy.

4.3 Delivery Methods

Digital products may be delivered through:

  • Email;
  • The customer’s Merlap account;
  • An order confirmation page;
  • A secure digital link;
  • Direct game account top-up;
  • In-game currency transfer;
  • Electronic code display;
  • A fulfillment provider; or
  • Another method described on the product page.

Customers should check:

  • Their email inbox;
  • Spam or junk folders;
  • Merlap account;
  • Order status;
  • Game account balance; and
  • Relevant platform notifications.

4.4 Digital Code Delivery

A digital code is considered delivered when it has been:

  • Sent to the email address entered during checkout;
  • Displayed in the customer’s account;
  • Displayed through the order page;
  • Made available through a secure link; or
  • Otherwise issued using the stated delivery method.

Customers must keep delivered codes confidential.

Merlap is not responsible for a code being used by another person after it was disclosed, forwarded, published, or insufficiently protected by the customer.

4.5 Direct Top-Up Delivery

A top-up is considered delivered when:

  • The requested credits appear in the designated account;
  • The relevant fulfillment provider confirms completion;
  • The publisher or platform confirms completion; or
  • Other reliable fulfillment records confirm that credits were applied.

Customers must verify their player ID, UID, server, region, and platform before payment.

4.6 Incorrect Customer Information

Merlap is not responsible for failed, delayed, or misdirected delivery caused by information entered incorrectly by the customer.

This includes an incorrect:

  • Email address;
  • Player ID;
  • UID;
  • Character ID;
  • Server;
  • Region;
  • Platform;
  • Game account;
  • Account country; or
  • Product selection.

Contact Support@merlap.com immediately if you discover an error.

Corrections cannot be guaranteed after fulfillment has started.

4.7 Regional and Platform Restrictions

Customers must confirm that the purchased product is compatible with their:

  • Country;
  • Account region;
  • Platform;
  • Console;
  • Operating system;
  • Game edition;
  • Server; and
  • Language requirements.

A product delivered correctly according to the order is not considered undelivered solely because the customer selected an incompatible region, platform, or edition.

4.8 Delayed Orders

An order may be delayed because of:

  • Payment review;
  • Fraud screening;
  • Publisher maintenance;
  • Supplier outage;
  • Game server interruption;
  • Regional restrictions;
  • Technical problems;
  • High transaction volume;
  • Account verification;
  • Internet failure; or
  • Events outside our reasonable control.

If an order remains incomplete beyond the stated delivery period, contact Support@merlap.com with the order number.

4.9 Failed Delivery

Where delivery fails because of an issue attributable to Merlap or its fulfillment provider, we may offer:

  • Redelivery;
  • A replacement code;
  • Correction of the top-up;
  • An alternative product with customer agreement;
  • Store credit with customer agreement; or
  • A refund.

The appropriate remedy depends on the product and the reason for failure.

4.10 Delivery Evidence

We may use the following to confirm fulfillment:

  • Email delivery records;
  • Account access logs;
  • Code display records;
  • Supplier confirmation;
  • Top-up transaction references;
  • Platform confirmations;
  • Timestamped order records; and
  • Customer communications.

Such records may also be used to investigate refunds and payment disputes.

4.11 Security Review

Some orders may be held for security review.

We may request reasonable payment or identity verification before delivering an irreversible digital product.

Failure to complete verification may result in cancellation and refund of the unfulfilled order.

4.12 No Physical Collection

The Merlap business address is not a retail store or physical collection point.

Customers should not visit the address to collect products or obtain customer support.

All customer service is provided through the contact methods displayed on the website.

4.13 Contact

For delivery assistance, contact:

Support@merlap.com

Include:

Screenshots where applicable.

Order number;

Customer email;

Product name;

Platform;

Region;

Relevant player ID;

Description of the issue; and