Shipping Policy
When will my order ship?
Orders ship after production of your items are complete.
Production time for most products is 3-5 business days and 7-14 business days during the holiday season. Please check Shop Announcement (at the top of our site) for current production time as this may change during different times of the year.
Production time does not include shipping and may take longer during holidays and when we're on vacation. Tracking information is included with all orders, including international orders, unless otherwise noted.
Shipping time is after production is complete.
Shipping time will depend on the shipping method that you choose and the shipping carrier. Shipping delays are out of our control.
Can I cancel my order?
Can I change the address on my order?
We ship to the address provided during checkout. Packages returned to Madeline Vy & Co will be reshipped at the buyer's expense. We'll email you when we have received the returned package. You'll have 14 days to respond to our email and purchase the reshipment costs.
Refunds are not provided for incorrect shipping.
Multiple packages
Some items in your order may be shipped separately due to the packing constraints.
Lost packages
Packages are deemed lost if there has been no update for 30 days with the tracking number provided with your package. If your package was lost, please contact us.
Packages that have been marked as delivered with the tracking information provided with your package cannot be deemed lost.
My package says it is delivered but it is not here?
If your tracking information shows that your package was delivered but you can’t find it, the carrier may have placed it in a safer location. Please check your mailbox, porch, garage, and neighbors. In some cases, packages may show as ‘delivered’ but could take up to additional 72 hours. If it has been over 72 hours from the ‘delivered’ status, file a claim with USPS directly. We do not grant refunds or replacements for packages marked as “delivered”. Link to file a claim through USPS: click here (the customer needs to file a claim for the lost order.)
If all the above steps fail to turn up the package, then the issue may be related to stolen mail. We will then initiate a stolen mail report with USPS Postal Inspector’s office. You will need to complete a USPS affidavit affirming the status of the package as “stolen” (and a USPS Postal Inspector may contact you). In addition, you may also be asked to complete an insurance affidavit. You might also want to file a stolen mail report with your local police so that there is a record of mail theft in your area.
Once 30 days have passed (since the delivered date) and the package still has not turned up, and you have completed the USPS stolen mail affidavit, we’ll be happy to refund or replace your order.
We understand that you are anxious to have your merchandise or receive a refund quickly; however, please understand that these investigations take time and likewise, a package can sometimes show up after an extended time frame. Therefore, we will not refund/replace until all the above steps have been completed and a 30 day time frame has passed since the tracking delivered date.
My package or items are damaged. What should I do?
Please email hello@madelinevyandco.com with a picture of the damaged slime. Your package comes with insurance only if you paid for priority postage. Please send photos of the entire package to us for our records. Also, in order for us to replace it, the USPS has to inspect the damages and they will put a claim in. They will take the package.
Then contact us with the claim or reference number.
I received the wrong item. What should I do?
Please email hello@madelinevyandco.com with a photo of the incorrect item.
My package was returned back to the sender. What happens now?
We ship to the address provided during checkout. Packages returned to Madeline Vy & Co will be reshipped at the buyer's expense. We'll email you when we have received the returned package. You'll have 14 days to respond to our email and purchase the reshipment costs or receive a refund for the items purchased. However, the shipping will not be refunded.