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COVID-19 FAQ

A note to our customers in the midst of COVID-19

We remain fully committed to serving you, and continue to operate as normal in accordance with official health guidelines. Our delivery providers are fully operational, and our customer care team is on hand to help you with anything you may need. For more information, please review our FAQs below.

Will my order be delayed?

Most orders shipping from domestic vendors within the US ship via UPS, FedEx, or the United States Postal Service (USPS). As of 3/25, these carriers are fully operational in domestic regions with no service outages or transit delays.

Orders shipping from international vendors outside the US ship via DHL. As of 3/25, DHL has no service outages in the regions where we operate, but per DHL’s guidance customers should expect a 1 to 4 day increase in transit time.

Although systemwide interruptions to the carriers' networks are not being reported, local orders, laws, regulations, and conditions may cause a short delay. Please allow 24 to 72 additional hours for delivery even if an item is already marked as “delivered”. If you are still unable to locate your item after 72 hours, please contact us using the information listed below.

The significant majority of orders will be processed as usual and without a delay. As many of our vendors are directly and indirectly impacted by the COVID-19 pandemic, some of their shipping and receiving facilities may be operating with reduced staff or may be temporarily closed.

Please contact us and we will do our best to accommodate your needs.

Email:
CustomerCare@maisonette.com

Phone:
(844) 624-7663

Please note that our phone team is available Monday through Friday from 10:00 AM to 6:30 PM Eastern.

Is my order shipping from somewhere that has the virus? Is it at risk of carrying the virus?

On each of our product pages, and in your shopping cart, you can see the country from which your product will ship. The majority of our items ship from within the USA.

The World Health Organization and the CDC have stated that the risk of infection from contaminated packages is low. We have provided links to their statements below.

World Health Organization: “The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.”

CDC: “In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures.”

I am unable leave my home to mail in my return. Can my return window be extended?

Please contact us and we will do our best to accommodate your needs.

Email:
CustomerCare@maisonette.com

Phone:
(844) 624-7663

Please note that our phone team is available Monday through Friday from 10:00 AM to 6:30 PM Eastern.

I have changed locations and I need to re-route my order.

Although changes to orders typically cannot be made after the order is placed, we will do our best to accommodate your needs. Changes to a shipping address cannot be guaranteed and are dependent on the ability of the carrier (such as UPS or DHL) to reroute your shipment within in their network. If an address change is successfully able to be applied, your order's shipping speed will likely be delayed so the carrier can intercept and reroute your package within their network.

Please contact us so we can explore what options may be available.

Email:
CustomerCare@maisonette.com

Phone:
(844) 624-7663

Please note that our phone team is available Monday through Friday from 10:00 AM to 6:30 PM Eastern.

I returned an item and I have not yet received a refund. When can I expect to see refund on my original form of payment?

As many of our vendors are directly and indirectly impacted by the COVID-19 pandemic, some of their shipping and receiving facilities may be operating with reduced staff or may be temporarily closed.

The significant majority of returns will be processed as usual. If the return is delayed, please allow up to 14 business days for your return to be processed due to potential operating conditions. You will receive an email once your return has been processed and a refund has been issued. Your financial institution may need up to 5 additional business days to process a refund on their end.

If you need immediate assistance with a return, please contact us so we can explore what options may be available.

Email:
CustomerCare@maisonette.com

Phone:
(844) 624-7663

Please note that our phone team is available Monday through Friday from 10:00 AM to 6:30 PM Eastern.