SHIPPING & RETURNS

SHIPPING POLICY

All domestic orders are shipped via USPS for a flat fee of $3.95 unless otherwise specified. We offer upgraded shipping if you need your order sooner through Priority 2-3 days, or Express mail 1-2 days within the continental US. We also offer United Parcel Service (UPS) Next Day Air if you prefer. UPS cannot deliver to P.O. boxes, so if you request to have your purchase shipped Next Day Air delivery, we must have a physical street address. Please be aware that UPS may not deliver on Saturdays or Sundays.

 

Shipments to Alaska, Hawaii, Puerto Rico, and the Virgin Islands are sent via USPS. As well as any shipments to a PO Box address within the United States will also be sent via USPS. Although our carriers are normally very reliable, we cannot be responsible for occasional delivery delays caused by UPS or USPS. If a package is lost in transit, we will attempt to trace the package for you. 

International customers are responsible for all additional international fees and customs charges. Import duties, taxes and charges are not included in the item price or shipping charges. Customs policies vary from country to country. Please contact your local customs office. Madison & Maude is not responsible for delays due to customs. 

EXCHANGE/RETURN POLICY

At Madison & Maude we take great pride in the quality and craftsmanship of our designs. Our goal is for you to love your new product, therefore we offer a 30-day money back guarantee if you are not 100% satisfied with your products.

Returned products must be in a new condition unused and in their original packaging to retain a full refund. Any items that differ from this will be rejected and sent back to the customer. Please ensure suitable packaging, proof and trackable methods of postage when returning an item back to us. Madison & Maude cannot be liable for any damage or loss during transit. Cost of returns are subject to the customer.

If you are unhappy with an item that has not been customized and wish to return it, please call us at (804) 302-0750 or email us at info@madisonmaude.com with reason for return and we instruct you how to proceed with your return. All items must be returned within the 30-day time period. No exceptions. Please pay close attention to your purchase receipt date.

NOTE: please be aware that all custom made items (personalized collars, leashes, engraved id tags, jewelry, etc.) are non-refundable and cannot be returned or exchanged. Customized items are meticulously designed to specific customer requirements, these items cannot be resold and customers must consider this prior to purchasing a custom order.

EXCHANGE POLICY

We guarantee our craftsmanship completely and that your order will be made as you ordered it, if we made a mistake on your order we will replace it right away. Please email us at info@madisonmaude.com so we can correct our error.

 

If there is a material defect, please email us at info@madisonmaude.com as soon as possible and we will repair/exchange the item depending on the type of defect.

 

For custom orders we do not accept returns. However, we want you to love your order, so if you are not happy with the size, color, etc. of your order we can possibly work with you to exchange it for a restocking fee.

 

  • A 20%restocking fee will apply to all exchanges. If you’d like to exchange an item, the cost of the exchanged item will be applied toward the cost of the new item

  • Due to their "custom handmade" nature we do not provide monetary refunds for custom orders.

  • We do not cover shipping charges on returns or exchanges for any reason.

 

All exchange requests must be made within 30 days of delivery. Please email us at info@madisonmaude.com to make a exchange request.  A representative will contact you within 24 hours of receipt of your request.

 

Any items returned to us must be in brand new condition.  Any items that have been worn, creased, wrinkled, dirty or damaged will be returned to you and no refund or exchange shall be given.

If you would like to exchange an item please email us at info@madisonmaude.com or contact us at (804) 302-0750 for instructions on how to proceed with the exchange. 

 

NOTE: please be aware that all custom made items (personalized collars or leashes, etc.) are non-refundable and cannot be exchanged. Customized items are meticulously designed to specific customer requirements, these items cannot be resold and customers must consider this prior to purchasing a custom order.

DAMAGED ITEM POLICY

If you received an item that has been damaged, please notify us by email at info@madisonmade.com or by calling (804) 302-0750 within 48 hours of receiving the item. All damaged items must be returned to us in new, unused condition and in the original packaging. When returning a damaged item, please ensure that the item is shipped back to us with proof of traceable methods. All damaged items will be fully refunded or exchanged.

CUSTOMER SERVICE

804-302-0750

info@madisonmaude.com

New Kent, Virginia

STUDIO HOURS

Mon. 9:00AM - 4:30PM

Tue.   9:00AM - 4:30PM

Wed. 9:00AM - 4:30PM

Thur. 9:00AM - 4:30PM

Fri.   9:00AM - 12:00PM

Sat.  Closed

Sun.  Closed 

*Closed on all major holidays

©2018 by Madison & Maude. 

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