Refund policy
We have to occasionally return things ourselves, and we love it when a vendor is easy and accommodating. We value you as a customer and would love to make everything a joy if we can. All reasonable requests will be considered. Here is a guideline for what we consider reasonable.
Generally speaking: If there is an issue, we want to make it right. If you contact us as soon as you get your item, you should be OK. Details are below.
RETURNS
Elligibility
To be eligible for a return, please:
- Contact us within 7 days of delivery
- Ship item(s) back to us within 14 days of delivery using a service that includes tracking and provide us with the tracking number. Your item must arrive in the same condition that you received it, or you will be responsible for any loss in value.
- Send item(s) to:
Tiff & Micah, M&B
13089 Peyton Dr #C-151
Chino Hills CA 91709 United States
Initiating a Return
To start a return, we'd recommend sending an email to margayandbinturong@gmail.com or try the little chat thingy on the right. We'll summarize our convo via email.
Issues, Damages, Missing Packages
Please inspect your items when you get them, and let us know immediately if anything is amiss. Occasionally we make mistakes in fulfilling orders. We are already sad when we hear about it, so, as a guideline, try sending pics and courteous conversation. It works well to resolve things as painlessly as possible.
Thankfully, we've had hardly anything arrive broken or damaged in all the years we've been doing this. It may eventually happen. Meanwhile, we intimately know and love each item we pack securely and mail to you. We stand behind our workmanship. If it's our fault, we'll fix it. If the carrier damaged it, we'll open an incident with them. If you damaged it on accident, for example, over-bending an ear climber, try telling us what you did! We always try to be polite understanding. But we aren't inclined to help bullies or people who impugn our work.
If your package is damaged or missing, please notify us immediately, and we will open an incident with the carrier. USPS has been great about delivering everything - eventually. They haven't been as great at tracking items, and sometimes packages aren't scanned until they are delivered. During the 2020 pandemic, things have gone remarkably well, but we've had a few packages go missing until they just show up. Some international shipments have taken 8 weeks to arrive. International shipments are FOB. Once they leave the USA, there is very little we can do, but we will still try to help you out if your package is stuck somewhere.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we received your shipment. If everything is in original condition, your refund will be processed, and a credit will automatically be applied to your original method of payment. That clears in a couple of days, sometimes longer. There is a 10% restocking fee for refunds of some payment types. Generally, this applies to any payment service that does not refund MargayB completely when we refund our customers. Specifically, refunds for purchases made via Shopify Shop Pay will have up to 10% of the total paid at checkout reserved as a restocking fee.
If you have any questions, please contact us at margayandbinturong @gmail.com.
Exchanges (if applicable)
Eligibility for exchanges varies. Please contact us via email first and request an exchange. Email: margayandbinturong @gmail.com.
Once approved, send exchanges to:
Tiff & Micah, M&B
13089 Peyton Dr #C-151
Chino Hills CA 91709 United States
You will be responsible for paying for your own shipping costs for returning or
exchanging your item. Shipping costs are non-refundable. If you receive a
refund for an item, the cost of return shipping will be deducted from the amount refunded for your item. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don 't guarantee that we will receive your returned item.
Exceptions / Non-Returnable / Non-Refundable Items
Custom Designs, Modifications, Slight Changes are Non-Returnable/Non-Refundable
A popular design is wrought from the forge of public opinion fueled by the fires of commerce. You make one change, something doesn't sell. You make another change, people love it. It takes years of trial and error to make a successful design.
So custom requests are GREAT! You're telling us how to make, in theory, an immediately successful design? We love it! Plus, its a unique service only we can offer. What big company does that? They don't! Not only that, we have a fantastic track record. We have ONLY had happy custom-design customers - not one unhappy person yet.
So why the note? The tricky thing about designing is, for us, if we make a new design that no one likes, 🥺 we still have to cover the expense of designing and making it plus all the time involved listing it online etc. 😩 So the same thing applies to your designs, modifications, or slight changes. If you end up not liking your own ideas, you still have to cover the expense of designing and making them. If you want us to re-work a custom design that isn't working out - THIS HAS NEVER HAPPEND - but it may one day happen - that time needs to be compensated. That includes the time it takes to consult, design, build, and communicate about all that. 🥺 Thank you for understanding.
Deposits for Custom Work are Non-Refundable
Thanks you for asking us to do a custom design. Your deposit ensures we are compensated for our time. Thanks! 😃 We use our time to make our living. If we consult with you about a custom item, design it a little, or work on it at all, that time, once spent, it can't be gotten back. Because of that, we need to, at lease, keep your deposit. Remember the deposit isn't full compensation. We aren't making a living until you buy the item. 😉 When we don't get a deposit, sometimes people fail to purchase custom work. 😅 When we get a deposit and follow this policy, we have zero failures to purchase custom work. Thank you for understanding.
Gift Cards, should we ever offer them, are non-returnable or refundable.
All Rights Reserved
We love our customers! We wouldn't do anything to jeopardize your love and support! We plan on making all reasonable exceptions. Especially, if you politely notify us of any issue immediately, and follow the guidelines above. For legal reasons however, we reserve all rights, and technically all sales are final. This is a blanket clause that covers anything mentioned or unmentioned above. There is no cooling off period AKA buyers remorse law for sales made entirely online. But don't worry! We aren't jerks; we just don't tolerate any. Between our various shops online we have over 1,100 five star reviews and not a single 1-star review in 7 years online. That only happens from effort. So we feel like you can totally trust us, and we feel like we can trust most people. Together, we CAN have nice things. However, we have to protect from the few that don't get it. Thank you for understanding.