FAQ
FAQ
Q: I entered my shipping address incorrectly. Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. If a package is returned to us due to an incorrect or incomplete addressed, is marked “unclaimed” or “return to sender,” or has been deemed undeliverable for any reason by the final mail carrier, we will notify you by email. Once the package is delivered back to us, we will reship it to you. Costs to reship the package will be invoiced to the customer.
Q: How can I change my shipping address? If the shipping address on your order is incorrect, please contact our support team as soon as possible so that we can make our best effort to request a shipping address change with our fulfillment center. Please keep in mind, you can change the shipping address up to 12 hours after placing the order.
Q: I have not received my confirmation yet. What should I do? First, double check your Spam/Junk mailbox and other email accounts. Can’t find it? don’t hesitate to reach out to us, as we may have the incorrect email on file. Please include the name on the shipping information, your email, and anything else that might be helpful.
Q: Where is my order? How do I check my order status? When we ship your order, you will receive an email with your tracking information. Please allow 24 - 72 hours for shipping information to update.
If you did not receive the status update emails, please check your spam folder or promotions tab in case it was redirected there.
Q: What's the status of my order? The most recent information on your order is available via the receipt link provided in our email correspondence, or by retrieving your tracking information. If you did not receive the status update emails, please check your spam folder or promotions tab in case it was redirected there.
Q: How long does shipping take? Shipping time (not including processing time) is within 5-7 business days.
Q: Why doesn't the tracking status show no updates?If the tracking information for your order hasn’t been updated in several days. Here are some reasons behind the delay in updated: - Holiday Rush - Delay on the part of the carrier - Weather Conditions - Packages are not scanned at intermediary stops Often times, it's just the carrier running behind. It happens from time to time so we sincerely hope for your understanding and patience. If the lack of updates drag on for more than 2 weeks, please feel contact us. We will look further into the issue and get back to you in a timely manner.
Q: I never received my package, what should I do? If you still have not received your order 45 days after placing your order, please let us know. This kind of issue does not happen often but if you experience it, please contact us and we'll sort it out ASAP and we'll surely do our best to assist you.
Q: Can I deliver to multiple addresses? We do not offer shipping to multiple addresses for a single order. If you would like items delivered to multiple addresses, please place those orders separately.
Q: Can I upgrade my shipping to express? We understand that you are super excited to receive your order. We sincerely apologize but we do not offer express shipping at the moment.
Q: The tracking site says Delivered but I haven’t received my order yet. Please wait another business day, as the package could have been marked as delivered by mistake, and will arrive the following day. Make sure you contact your LOCAL post office. Your local post office will be able to provide quicker, and better service. You may also need to check with your neighbors and family members in case they have misplaced the package. If none of the above works and the order still doesn't show up after several days, please contact our Support team for more assistance.
Q: What form of payment do you accept? During the checkout process, you can use the following payment methods: American Express, Discover, MasterCard, Visa or PayPal.
Q: Can I use multiple discount codes on a single order? Discount codes don't stack. If you already use one discount code, you will not be able to use another coupon at the same time. Only one discount at a time can apply to a single order.
Q: How do I redeem my Gift Card or use a Promotional Code? On the shopping cart page, you will see a section for entering your Gift Card code and a section for entering your Promotional Code. Discounts are not redeemable toward previously purchased merchandise, nor are they redeemable for cash.
Q: Why has my discount code not been applied? Some offers expire after a fleeting period so make sure the code is still valid by the time you order. If all is correct but it still doesn't work, you can contact our Support team to submit the discount code as well as a screenshot photo which you think might be helpful for our investigation. Our team will respond to you promptly!
Q: Can I change my billing address? The billing address cannot be changed once the order is put in. Please rest assured that as long as the shipping address is correct, the order will be delivered to you.
Q: What if I forgot to enter my discount code? If you had forgotten to apply a discount code that was offered to you, you can contact our support team with the discount code mentioned clearly so that we can dive right in. Our team will respond to you promptly!
Q: Wrong color choice? We have made every effort to display the colors of our products that appear on MONI-BRAND as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a color will be completely accurate.
Q: How can I cancel my order? You will have within 12 hours after placing an order to cancel your order. To cancel an order, please contact our support team and provide all the details concerning the items you want to cancel as well as your order number or email. After this timeframe, the order is locked for processing and no information including product or shipping address details can be modified/cancelled.
Q: How can I modify my order? You will have within 12 hours after placing an order to modify your order. To cancel an order, please contact our support team and include all the details of your order: order number, style, size, color, model and design then specify the item you would like to change it for in your email and we’ll do our best to help you! After this timeframe, the order is locked for processing and no information including product or shipping address details can be modified/cancelled.
Q: I’m not satisfied with my product, what should I do? We do our best to ensure product quality and order accuracy. However, If your product meets the following criteria, please contact us and we will have your order replaced as quickly as possible:
- The product itself is flawed.
- The print quality is poor.
- The product is different from the product presented on the site.
All we need is your order number and a clear photo showing either the product itself is flawed, the print quality is poor or the product is different from the product presented on the site. We will use this information to look into a replacement and prevent future errors. Our customer service team will review your claim. If your claim is approved, we will provide you with a replacement free of charge.
Q: I ordered the wrong size, color or model, what should I do? Please contact our customer service for assistance.
Q: Item out of stock but I want to order it. What should I do?If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.