We are always happy to help you with any questions or concerns you may have. To assist you better, we have compiled a list of frequently asked questions from our valued customers. Please take a look, and you may find the answers you need.
Most Frequent Asked Questions
Regarding making changes to your order, we apologize for the inconvenience, but we are unable to make any changes or cancel an order once it has been submitted.
However, if you would like to cancel a pre-ordered item, please send an email to team@mellowyland.com with your order number, and we will do our best to assist you.
If you are wondering why you were charged tax, we would like to inform you that taxes are added automatically. Unfortunately, we do not have control over these charges as they are subject to tax laws that are currently being updated. For more information about this, please refer to https://www.aicpa.org/advocacy/state/south-dakota-v-wayfair.html.
If your payment is not going through, please double-check that you are using the correct billing zip code associated with your credit card. Additionally, please note that a credit card payment is only accepted for orders above $0.50.
Yes, you will. Please note that your card will be charged immediately upon placing your order, and we do not store payment information for security purposes.
We understand that you may be curious about the delivery time for your order. Currently, orders take 1-4 business days to process before shipping, and shipping times are dependent upon your location. For more information on when to expect your package, please refer to our Shipping Policy page.
We are sorry to inform you that we only ship within the United States at the moment. We are working on expanding our shipping capabilities and will keep you updated.
If your order has not arrived, please do not worry. Our shipping carriers work independently from us, but we are here to help you.
If your package has been marked as delivered but has not yet arrived, please give it a day or two as sometimes the carriers scan it before it gets to you.
However, if the tracking hasn’t been updated in an unusually long time or if it has never been updated since the label was created, please send an email to team@mellowyland.com, and we will help you investigate.
To make a return or exchange, please refer to our Returns & Refunds Policy page for options and a step-by-step guide. You will receive an email confirmation when your return/exchange has been processed. If you choose to exchange, but the item sells out before you make your final decision, the exchange will default to a refund.
You can get a refund or exchange without any additional charges. Please refer to our Returns & Refunds Policy page for options and a step-by-step guide.
If you have requested a refund, you should receive it upon the first carrier scan. Please note that it may take 3-5 business days for a refund to credit back to your original form of payment.
We are sorry to hear that your package arrived damaged. We understand that this can be frustrating and we are here to assist you in any way we can. In order for us to provide you with the best possible solution, we kindly ask you to send us a photo of the damaged package along with your order number to team@mellowyland.com. We will investigate the issue and work with you to resolve it as quickly as possible. Additionally, you may find our Returns & Refunds Policy page helpful as it provides detailed guidance on the next steps you can take. Please let us know if you have any further questions or concerns.
We understand that sometimes products may arrive faulty or damaged. In such cases, you can send us an email along with photographic evidence of the issue and request a refund. Once your request is approved, there will be no need to return the faulty or damaged item. We kindly request you to read more about our Returns & Refunds Policy page for further information.
If your item was damaged out of the 7-day return/exchange window, we are sorry to inform you that our customer service will be unable to assist with a replacement or refund. Please refer to our Returns & Refunds Policy page for more information.
✦ If you are still unable to find what you are looking for, please do not hesitate to reach out to us.