[FAQ]

Orders

How to place an order?

Select the desired product and ADD TO CART. You can continue shopping or EDIT BAG and then Proceed to Checkout. At checkout, you can either log into your account, create an account or checkout as a guest.

How fast will my order be processed – for domestic orders?

We process all orders within 1-3 business days after the order is placed and as soon as your payment is verified. Business days are Mondays through Fridays, excluding holidays. Please note that we do not process, ship orders on Saturdays and Sundays or on US Federal Holidays.

Orders placed on these days will be processed the following business day. Delivery is dependent on our carriers (USPS and DHL) and can be subject to weather delays.

Orders may take longer than usual during sale seasons such as Black Friday, Cyber Monday, and others.

How fast will my order be processed – for international orders

Orders placed on weekdays will be processed within 1-3 business days after the order is placed. Please note that we do not process, ship orders on Saturdays and Sundays or on Holidays. Business days are Mondays through Fridays, excluding holidays.

International orders are subject to customs clearance, which may cause delays beyond provided delivery estimates. International orders are categorized as placed outside the US.

All applicable custom fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that we state the value of the order directly on your package. It is at the sole discretion of customs agents to release your package.

If your order takes longer, please email us at support@madartandco.com

Can I cancel or change my order?

We process and complete orders as quickly as possible. If you have any modification requests or need to cancel, please contact immediately after placing your order at support@madartandco.com. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests.

What to do if a product is sold out?

For products that are sold out, please find the ‘notify me when available’ button on the product pages and add your e-mail address to the Waitlist. Once the product is back in stock, you will be notified via e-mail.

What should I do if I entered an incorrect shipping address?

Orders are processed as quickly as possible and for this reason we cannot guarantee any changes to your order once it has been submitted.

If you accidentally entered an incorrect shipping address or the address is not in english characters, please contact us letting us know you need to update your address. Please include your full name, order number, and the correct shipping address.

We will do our best to change the shipping address before it ships. If it does ship before we are able to fix the issue, please reply to our message when the tracking information states that it is being returned to the sender. As soon as we receive it, we will ship you out a new package for orders. Shipping fees will need to be paid again.

I received my order, and an item was damaged.

If the product received is damaged, we can help. Please e-mail photos of the damaged products, a brief description of the damage, the order number to support@madartandco.com. We will follow-up with next steps as soon as possible.

The items from my package are missing. What should I do?

First, please check the package carefully.

In most cases, the items might still be in the box. Before you get worried that some items are missing from your parcel, make sure you have thoroughly checked the packing materials. In some cases, some items are shipped separately, and you would receive different tracking numbers if it is the case.

Second, contact us

If a product is missing, we can help. Please e-mail photos of the shipping label and the box with the items received, a brief description of the situation, the order number to support@madartandco.com. We will follow-up with next steps as soon as possible.

You can tell us about your missing item within 14 days. If 14 days have gone by since you have received your purchase, unfortunately we can’t offer you a refund or reship.

How is my credit card information saved?

We do not store any of your credit card information on our website. We use Stripe Payments, a reputable and secure payment processor available, for processing all our online transactions.

Shipping

What shipping options do you have?

All orders are shipped from the US.

For all domestic USA orders, you will receive complimentary Standard Shipping with orders > $100 USD. We offer our standard shipping (2-5 Business Days). To ensure the best delivery service, we ship using the top carriers (DHL, USPS, FedEx).
For customers that do not live in the United States, we offer Standard International Shipping calculated in real time when you enter checkout. We are working hard to improve our international rates, and expedited options will be available in the future! Depending on your country, import/customs fees may be applied to your order. Standard International Shipping takes on average 2-3 weeks.

What countries do you deliver to?

We ship worldwide. Due to COVID restrictions, we have temporarily halted shipping to certain countries. We review the list on a weekly basis and will be open to these countries as soon as we can.

Returns & Exchanges

What is your return policy?

You can return your order within 14 days. If 14 days have gone by since you have received your purchase, unfortunately we can’t offer you a refund or exchange.

Please note that there is a restocking fee of $20 that will be deducted from your order.

To be eligible for a return, the product must be unused and in the same condition that you received it. It must also be in the original packaging and the tag must be attached.

Several types of goods are exempt from being returned. Perishable goods and personal care items i.e. soaps, other cosmetics and face masks cannot be returned. We also do not accept returns of products that are intimate, sanitary goods or hazardous materials i.e. condoms. Digital goods cannot be returned due to the nature of the product.

You can read more about our return policy here.

How do I make a return?

To return your product, you should contact our support at support@madartandco.com and they will assist you with your return. Please state the reason of your return in your email and your order number.

How do I make an exchange?

If you need to exchange a product, send us an email at support@madartandco.com with your enquiry.

How do I get a refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Once you have received an email from us confirming your refund, please allow 2-7 business days for the money to reach your account.