Frequently Asked Questions – MackenzieChildren.com
Orders & Shipping
Q: How long does shipping take?
A: Most orders ship within 3-5 business days. Delivery times vary:
- Standard (U.S.): 5-7 business days
- Express (U.S.): 2-3 business days
- International: 10-21 business days (customs may delay further)
Q: Do you offer free shipping?
A: Yes! Free standard shipping on U.S. orders over $150.
Q: Can I track my order?
A: Tracking numbers are emailed once shipped. Allow 24 hours for carrier systems to update.
Returns & Exchanges
Q: What’s your return policy?
A: We accept returns within 30 days for unused items in original packaging. Exclusions:
- Made-to-order items
- Final sale products (marked at checkout)
Q: How do I start a return?
A: Visit our Return Center to generate a prepaid label (U.S. only).
Q: When will my refund process?
A: Within 7-10 business days after we receive your return.
Products
Q: Are your products handcrafted?
A: Yes! Each piece undergoes 12+ artisan processes in our New York studios.
Q: How do I care for my item?
A: Product-specific care guides are available under Product Details.
Q: Do you offer customization?
A: Select collections offer monogramming – see Custom Creations.
International Orders
Q: What countries do you ship to?
A: Over 50 countries worldwide. Rates calculated at checkout.
Q: Who pays import taxes?
A: Customers are responsible for all duties/fees.
Account & Payments
Q: What payment methods do you accept?
A: All major cards, PayPal, and Apple Pay.
Q: How do I reset my password?
A: Use the “Forgot Password” link on the login page.
Customer Service
Q: How can I contact you?
A: Use our Help Center for fastest response (24-48 hour turnaround).
Q: Do you offer gift wrapping?
A: Yes! Choose our signature “Joy Box” (+$25) at checkout.