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FAQs / Customer Service

Welcome to Our FAQs Page!

 

Q. How long do I have to file a request for returns & refunds?

A. Please fill out the return request form within 30 days of shipment being delivered.

 

Q. What if I the product I receive is defective or damaged?

A. Please fill out a request for return & refund.

*NOTE: We may ask for photos of the defective or damaged product. This helps us correct issues faster and helps us create better future experiences.

 

Q. How long does it take to receive a refund?

A. Once we receive your product, please allow 24-72 business hours for the product to be inspected. If the item is in good condition we will issue a refund, it may take 5-7 business days for the funds to be reflected in your form of payment.

 

Q. What is your processing time?

A. Our processing time ranges between 1-2 business days for items shipping from our U.S. warehouse & 2-8 business days for items shipping from our international warehouses.

 

Q. Can I track the status of my order?

A. Yes, click on the "Where’s My Order" tab to view the status of your order by entering the your email address and order number.

 

Q. What is your shipping time frame?

A. Orders shipping from our U.S. warehouse arrive within 2-5 business days and orders shipping from our International warehouses arrive within 14-21 business days.

 

Q. Which shipping carrier do you use?

A. We ship via UPS, DHL, FedEx, and USPS. Shipping service depends on the warehouse location your package is being shipped from. Please note some orders may pass through multiple shipping carries. Therefore, tracking updates may not appear for part of the shipping journey.

 

Q. Do you ship to Hawaii, Alaska & P.O. Boxes?

A. At the moment we do not ship to Hawaii, Alaska & APO’s. However, we are working on offering this services in the near future.

 

Q. What are your shipping costs?

A. FREE SHIPPING unless otherwise noted.

 

Q. Will I be charged customs and imports duties?

A. Your parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs.

These charges are out of MODAndMe’s hands and vary widely from country to country. We are unable to predict what your particular charges may be. For more accurate information, we suggest getting in touch with your local customs office.

 

Q. Can I track the status of my order?

A. Yes, click on the "Where’s My Order" tab to view the status of your order by entering the your email address and order number.

 

Q. Can I cancel an order once it has been placed?

A. Once you give your consent to purchase, it is not likely we will be able to cancel your order. You may contact us within 30 minutes of placing your order and we will try our best to accommodate your request. If your order cannot be successfully cancelled please submit a request for return & refund.

 

Q. Do you offer gift-wrapping?

A. We do not offer gift-wrapping with our products.

 

Q. How long is your email response time?

A. We respond to emails within 24 -72 business hours. Our store hours are 8:00AM - 5:00PM CST, Monday through Friday.

contact@modandme.com

 

ROUTE+ SHIPPING INSURANCE

What is Route?

  • We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience:
  • Route+

         Route+ is premium package protection for your online orders. Route+                 has been added to your order no additional charge, you can easily file                 claims for lost, stolen or damaged packages in the unfortunate case                   that they arise.

  • The Route App (Free)

           The Route App allows you to visually track all of your online orders in                 one place. No need to dig through your email for tracking numbers,                     dynamic maps and real-time shipping updates keep you in the loop                   throughout every part of your delivery.

          Haven’t downloaded the app yet? Download Here 

 Where is my order?


  • Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.

What if my order never arrives or is stolen?

  • To protect your order against loss or theft, Route+ package protection at checkout. You can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

What if my order is damaged?

  • To protect your order against damage that occurred during shipping, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
  • If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at contact@modandme.com and we will be happy to work with you to remedy the situation.

How do I file a claim for my lost, stolen or damaged order?

  • You will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/ . 

Does Route+ cover stolen items?

  • Yes! Since you are insured with Route+, stolen items are eligible for reorders or refunds.

Is Route a licensed insurance company?

  • Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.

Need to file a claim? File A Claim Here https://claims.route.com/