Shipping policy
Our Shipping Policy
At Monaleah, we aim to provide a seamless and reliable shipping experience to ensure your orders reach you promptly and safely. If you have any questions about your order or our shipping procedures, please reach out to our team at care@monaleah.com
When will my order be delivered?
Our delivery process involves two key stages: first, we carefully process your order, and then our trusted shipping partners handle the delivery to you. Under every item, there is a bar that shows the estimated delivery timeframe for the orders to be in your hands.
Processing Time:
Despite the majority of our keepsakes being personalized, we aim to process all orders within 1-3 business days. Please note that orders placed after 12 PM (EST) on Friday, or over the weekend, will be processed on the following Monday. During peak seasons and sales events, processing times may be longer.
Delivery Time
Delivery time is calculated from the date your order is shipped, not the date it is placed. The estimated delivery times provided are guidelines and may vary due to factors beyond our control, such as weather conditions or carrier delays.
Standard Shipping: Approximately 2 to 5 business days
Priority Shipping: Approximately 1 to 3 business days
What carriers do you use for shipping?
We use a variety of carriers, including USPS, UPS, and FedEx, depending on the destination and shipping method selected. Also, please provide either a PO Box or a street address, but not both in the same address field, as our carriers have different requirements.
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. You can use this number to track your package on the carrier’s website. Please allow up to 24 hours for the tracking information to be updated. You can also track your order here.
Can I send my order directly to someone else as a gift?
Yes, absolutely! During checkout for the shipping address, put the recipient’s address, and we will take care of the rest.
My order is a gift. Do you include receipts or prices?
Rest assured, every order is thoughtfully prepared as a gift. We take care to ensure no prices, billing details, or receipts are ever included, so the unboxing is always a delightful surprise for your recipient.
Do you offer expedited shipping options?
Yes! Expedited and priority shipping options are available at checkout. You can also contact us to determine which shipping option you'll need to select in order to receive the product by a specific date.
What happens if my package is lost or damaged?
In the rare event that your package is lost or arrives damaged, please email us at care@monaleah.com. We will work with the carrier to resolve the issue and ensure you receive a replacement or refund as soon as possible.
I see that my order wasn't successfully delivered. What steps can we take to resolve this?
We're so sorry you're having trouble with your order! Please first check your tracking and call your local USPS office for updates. If still no luck, email us at care@monaleah.com, and we'll do our best to help locate it. If a delivery fails due to an undeliverable address error and returns to us, we'll happily reship it to a new address for the cost of shipping. Just email us, and we'll take care of you!
What should I do if I receive the wrong item?
We take immense care in preparing your personalized order, with a meticulous 3-point check process and a 99.7% accuracy rate, so you can be confident you'll receive exactly what you customized. In the rare event that we happen to send the wrong item, please contact our customer service team immediately. We will arrange for the correct item to be sent to you as soon as possible.
Can I change my shipping address after placing an order?
If you need to change your shipping address after placing an order, please contact us within 2 hours. We will do our best to accommodate your request; however, we cannot guarantee changes can be made if the order has already been processed or shipped.
How can I cancel my order?
We understand that sometimes things change! If you need to cancel your order, please let us know as soon as possible, ideally within 2 hours of placing it. After this period, we cannot guarantee the cancellation as the order may have already been processed.
Do you ship internationally?
Unfortunately, we only ship within the USA. But as an international guest, if you really want one of our keepsakes, then email us at care@monaleah.com. I will talk to our shipping manager to see what we can do. We are here for all of our guests.
What is your return policy?
Your satisfaction is our top priority. We gladly accept returns within 30 days, excluding customized items, which are final sale. Items must be unworn, unused, and in original packaging. Customers are responsible for return shipping fees. To initiate a return, please reach out to us at care@monaleah.com, and we'll be happy to assist you. Please see our return and Refund Policy, as it provides detailed information about options and procedures for returning your order.