Shipping and Return FAQ
HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?
We typically ship all orders within 2-4 business days.
WHICH CARRIER DO YOU USE?
We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.
HOW LONG DOES IT TAKE TO ARRIVE?We ship all orders from our USA factory. Due to Covid-19, some international packages may be delayed due to routing or customs delays.
- USA - Within 2-5 business days
- Canada - Within 4-10 business days
- Western Europe - Within 5-15 business days
- Australia/NZ - Within 5-15 business days
- Rest of the World - Within 5-20 business days
Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries.
CAN I PAY EXTRA TO GET MY ITEM QUICKER?
All items take between 1 and 3 business days to make, as we make everything to order. You can choose expedieted shipping for faster delivery.
Shipping insurance is offered at checkout. It's provided by MePlusThem and covers you in case the item is lost, stolen, or damaged in transit. To make a claim, contact our support team.
Please note - shipping insurance is non-refundable once your order has shipped.
CANCELLATION & EXCHANGES
CAN I CANCEL OR CHANGE MY ORDER?
Orders must be cancelled strictly within 1 hour of being placed for a full refund to be processed. After this, there is a possiblity the order has been dispatched and therefore can not be cancelled / refunded.
Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.
MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?
If you require a replacement due to a manufacturing error / damage and can provide proof please contact us within 3 days of item being delivered. We will gladly replace any damaged item free of charge. After the 3 day period, any damage is deemed to be caused by the customer, and is not considered a manufacturing error.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
CAN I RETURN MY PURCHASE?
For change of mind returns and all refunds, the customer is responsible for covering the cost of shipping back to us. If the item is not received by our return facility, then unfortunately we are not able to process refunds.
Following the receipt of your item at our return facility, we will notify you of your refund. If it is approved, then your refund will be processed through your original method of payment. The funds typically take 2-7 business days to process depending on the payment method used and card issuer.
Email email@example.com for details where we will gladly do our best to fix the problem! This policy lasts 30 days after delivery. Once 30 days have passed since your item has been delivered we are no longer able to accept returns at this time.
Please note, items may be subject to a deduction from the refund amount as they cannot be restocked. Shipping and insurance is non-refundable. You will also have to pay for shipping the item back to us.
For delays in shipping due to unforeseen circumstances e.g. COVID-19 delays, shipping facility delays, holiday seasons, natural disasters etc. we won't be able to cancel and refund your order until the parcel has been returned to sender. However, after 30 days if for some reason your parcel has not been delivered or is lost, we will happily cancel and refund your order.
Missing package (in transit):
On the rare occasion that your item goes missing or shows up late (i.e. more than 5 weeks have passed), and you purchased package protection, please email us. If it has been lost in transit we will ship you a new one immediately! We pride ourselves on customer service and will reply in a timely fashion to resolve any issues ASAP.
Lost/ stolen package:
Me Plus Them is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it to your respective shipping carrier at the information provided to you on confirmation email/SMS message and file with local police if you suspect it is in fact stolen.
If you purchased package protection, please reach out to our customer support team at firstname.lastname@example.org and we will work with you on getting a replacement.
I DIDN'T RECEIVE MY ORDER:
Please email us: email@example.com, quoting your order number from the confirmation email/SMS message. We'll help track down your order.