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CUSTOMER CARE

PAYMENTS INFO

Yes, our site is 100% secure. We use 256-bit SSL, the same level of encryption used by large banks around the world.

We accept PayPal and all major credit/debit cards!

All customers are charged at the time of purchase as this is how our website platform functions. We apologize for any inconvenience.

SHIPPING

All orders are shipped through USPS first class mail which should arrive in 3-4 business days after you have received a shipping confirmation email. 

We will be offering Priority and 1 day shipping in 2018

We make every effort to process orders within 3 business days of when they are received.

Once the package is shipped it can take 3-5 business days to be delivered via USPS.

To ensure that your order will be delivered on time, without delays, please carefully fill in your "ship to" address before finalizing payment.

Keep in mind most products are in demand and may need to be frequently restocked, delaying shipment. Items that are low in stock can take up to 10 days for processing while being restocked.

If you have ordered more than one item, one or more in which are being restocked, you may receive one or more packages for timely delivery. This is of no cost to you.

Yes, we ship worldwide!

We make every effort to process orders within 5 business days of when they are received.

Once the package is shipped it can take 7-20 business days to be delivered, depending on your location (this does not include processing time, customs, or mail carrier delays). Unfortunately, we are unable to reduce the delivery time of international shipments due to the process of international shipping carriers.

RETURNS

If you would like to exchange your item for the correct size please email support@madisonashleyusa.com to inform us.

We offer free exchanges for up to 30 days. You just pay for the return shipping.

We ask that all items being returned for an exchange be in their original state, including tags and pouches.

If you received damaged or defective merchandise, please email a photograph of the damage to support@madisonashleyusa.com along with your order number and we will be happy to begin the replacement process.

Damaged or defective items are eligible for a free replacement up to 30 days after the delivery date and do not need to be returned. A photograph with proof of damage sent to the email above is sufficient.

Once we receive the item being exchanged, please allow 5 business days for us to process the order and ship the new item to you.

Please be sure to use traceable mail when shipping item back to us. We will not be held responsible, nor issue an exchange for items lost, stolen, or damaged during return transit.

We have a 30 day money back guarantee from the time of delivery.

Please email us at support@madisonashleyusa.com to inform us you are returning your item for a refund.

We ask that all items being returned for a refund are in their original state, including tags and pouches.

Please allow between 5-7 business days for refund to appear on bank statement. If you are returning an item, we will issue a full refund once we receive the item.

Please be sure to use traceable mail when shipping item back to us. We will not be held responsible, nor issue a refund for items lost, stolen, or damaged during return transit.

Returns that show signs of wear, damage, scents, or alterations will not be accepted and will be sent back to the customer. 

ORDER INFORMATION

You should receive your confirmation email within 5 minutes of ordering. If you have not received an email from us, please reach us out via here 

You should receive a tracking number within 3-5 business days. if you do not receive a tracking number please reach out to us here

IMPORTANT NOTICES

Shipping times will be affected during public holidays; manufacturers and couriers will limit their operations at these times. This is outside our control. Normal service resumes immediately after each holiday.

All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. Please note that we are not responsible for orders not received due to incorrect shipping addresses entered by the customer at time of purchase.

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