Terms

ORDER TIMELINE

Our company produces your custom products within 2-3 weeks of the order date. If you are ordering items without customization, they generally ship within 1-2 days.

At times, orders process faster than that but we can’t guarantee a faster processing time. We do not generally accept rush orders in most cases due to a full production schedule. However, if that option is available, it will be outlined in the product listing itself. Under normal circumstances, however, if we can complete your order and drop in the mail by your needed timeline without compromising other orders already in production, we will certainly do it. If we cannot, we will let you know. Orders are processed “first in, first out”. This means that your order does not get pushed to the side for another order. Our philosophy is that all orders are equally important and time sensitive regardless of the amount of money you spent.

MADE TO ORDER VS. HANDMADE

Ma Brown Mercantile specializes in all aspects of personalization and monograms. We do this all by working closely with each customer. Most items are ordered blank from a reputable vendor and personalized in our Arizona studio. Some items, not all, can be ordered without personalization if so desired. If “no personalization” is a selected option, those items will be packed and sent to you blank. Check the listing carefully to understand if a product is in house and ready to ship blank especially if you have a time sensitive situation. If the item is to be personalized, the ordering timeline of 2-3 weeks will apply.

HANDMADE DISCLAIMER

The product(s) you receive might vary slightly from the product picture due to the nature of your product(s) being personalized and made to order one by one.

CARE

Care for your new product(s) vary from product to product. The information below should help narrow it down.

All Items:

You may notice faint lavender dots or white chalk on your article. These are tailor marks which was used for alignment and positioning during the embroidery process.   Lavender marks will disappear when exposed to air.  Most of the time those marks are gone when packaged, but we package late at night and one may be missed. Rest assured they are not permanent. You can dab both with little water as well if you desire.

You will notice an embroidery stabilizer was used on your item.  Stabilizer is a necessary step so the stitches do not tear or perforate the fabric during stitching. Some stabilizer is designed to last the life span of the item and some will gradually work its way out. For best results, just allow it to do its job.  Stabilizer helps protect the integrity of the finished piece and helps seat the stitches.  Do not pull or cut the stabilizer or the threads.

Clothing with zippers or Velcro or any coarse objects can damage your embroidery item by pulling threads and making the embroidery unravel or distort.  Please use care.

Weekenders, purses, bags, holiday stockings, pillows, tree skirts, or any burlap or canvas items are never intended to be washed.  If you need to spot clean canvas, We have found a magic eraser works well.

Canvas and Burlap

Canvas and burlap are natural products and can feel damp especially when in plastic and when in transit for a day or two depending on humidity and temperature.  Just remove from plastic.

These products also have natural nubs, bumps and a bit uneven weaves.  This is normal and part of the composition of the fibers.

The odor with both is also a natural characteristic. Just remove your item from wrapper and air out. Steam is the best option for removing shipping wrinkles if desired.

Vegan Faux Leather/Leather items

There can be an odor with certain Vegan and Faux Leather products.  It’s due to the composition of the man-made/animal friendly materials.  Just remove from wrapper and air out.  This is especially noticeable in warmer months during transit time, but does occur year around.

Vegan/Faux Leather materials are not intended to get wet or exposed to high heat.  Please do not leave your item in a hot car or trunk and use care of you are transporting water bottles or other items that might “sweat” inside your new bag.

Garments

If your item is washable like most garments, it is recommended to turn wrong side out and wash in cold on delicate cycle.  Dry on low or hang.

Garments, no matter how carefully folded and packed incur wrinkles and fold lines in shipping.

Try not to iron directly on the top of any embroidery design.  It can distort the stitching and damage thread.  You can use steam and reshape if desired or press inside out

DAMAGE CAN OCCUR IF:

·         A non-washable item is washed

·         A washable item is laundered or dried improperly

·         An item is dry cleaned when it is not recommended

·         A bag or tote is overloaded or misused (overloading is the most common reason for product failure)

·         Items are left in the sun or hot automobile

·         Items never intended to get wet, are exposed to liquid or condensation

·         Items exposed to bleach

SIZE CHART AND PRODUCT MEASUREMENTS

Please use each size chart (garments) and/or note measurements provided in inches for each item.  Using a tape measure (garments) or ruler (bags, etc.) helps take the guessing game out of an item size and helps prevent errors or misinterpretation in ordering. Using exact measurements provided is ways best vs. photos alone or estimating.

With garments, please understand that we cannot recommend a garment size for you, but will do everything we can to provide any additional information so you can make an informed size choice.

The best course of action to help ensure an accurate fit with garments is to measure yourself vs. relying solely on “off the rack” sizing as each item is different.  For bags and other items, a ruler is best to give you an accurate size.  If you need additional measurements, just let us know.

SHIPPING

Our company ships through USPS priority mail in the United States. Your package is shipped from central Arizona.

Transit time to you depends on many factors including your zip code, weather conditions, strikes, holiday times, etc. We cannot guarantee a “received by” date as we have no control of transit times. Our commitment is a guaranteed “ship by” date when your order is placed.

Buyers are responsible for verifying the correct delivery address is provided. We are not responsible to replace or refund packages sent to outdated, incomplete, or incorrect mailing addresses.

INTERNATIONAL SHIPPING

We happily support and love our international customers and are working on shipping to other countries.  If international shipping is offered, it will be included in the listing.

We ship all International products through USPS.

Ma Brown Mercantile is not responsible for duty or brokerage fees for international shipping. These charges come from your country during importation of your package.

COST CALCULATIONS

We do our best to apply fair shipping costs to each order. Shipping costs are calculated automatically during checkout.

TIMELINE

Specifying expedited shipping during checkout (if offered) does not ensure a faster in-house processing time. Your custom product does still require 2-3 weeks to be to be personalized.

RETURNS & INSPECTION

Please inspect your items upon receipt as there is an inspection period.

Personalized Items:  Due to the nature of our customized products, items are not refundable or replaced since they were created based on your personalization choices.  If for some reason your order was not fulfilled correctly, Ma Brown promptly corrects any mistakes or errors we made in the customization process with either a replacement or refund.  It varies based on product availability.  There is a 5-day inspection period for any issues to be identified.

Non-Personalized Items:  Items can be returned within 7 days of receipt providing the item is undamaged/unused and in original packaging with tags attached.   All components such as straps, etc.  must also be returned undamaged and unused.  Contact us please for a return address so we can be on the lookout for the incoming package.  The return postage is your responsibility in this case.  Once your return is received, refunds will be processed back through the original payment processing system within 1-2 business days.

The following items are non-returnable:

·         Gift cards

·         Clearance/Sale items either personalized or non-personalized

CARE AND INSPECTION PERIOD:

After the inspection period, the care and maintenance is the responsibility of the receiver.

WARRANTIES:

Products do encounter wear and tear after a period of use. Life span of an item can vary significantly depending on the amount of time it’s worn/carried, how it’s used, and how it’s laundered, etc. If you find that your item is showing wear after a period of use, this is a natural life cycle of any product.

REFUNDS:

Within 24 hours of ordering, if you find your item will not work for you, you may write and ask for an order cancellation/refund. After 24 hours, your blank items have been ordered or reserved for your order. If your order is refunded, that process will initiated by end of the business day.

LATE OR MISSING REFUNDS

Refunds are processed promptly, however, we have not control how quickly the banks transfer funds. If you haven’t received a refund yet, first check your bank account again.

Next contact your bank/credit card issuing company, there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.

SALE ITEMS

Only regular priced items may be refunded.  All sales are final with clearance or sale items. 

EXCHANGES

Many items are sold under limited release and some blank items will not/cannot be restocked. We only replace/refund items if they are defective or damaged during shipment. If you need to exchange your defective item, send us an email within the 5-day inspection period and we will work together to make it right and file necessary claims with the shipment company.

SHIPPING RETURNS

Please contact us first for a shipping address.

You may or may not be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

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 $50, you should consider using a track-able shipping method and/or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.