FAQ

SHOP HOURS

The mambiSHOP is open and happily fulfilling orders Monday - Friday, 8:30 AM - 5:00 PM Pacific Time. Please note that orders will NOT be processed during weekends or holidays.

ORDERS

Can I add to my order?
Getting this awesome product out to you quickly is our #1 priority so unfortunately we are not able to add to or combine existing orders.

Can I remove an item from my order?
Items cannot be removed from an order once it has been placed, but as long as the order hasn’t shipped yet, we are happy to cancel it. Then, you can place a NEW one with all of those goodies!

I forgot to use my discount code, what next?
We are not able to apply the discount code or provide a refund for a missed code if you have already completed your purchase. The best option is to cancel the current order and place a new one with the code added. 

How do I cancel my order?
Orders can be canceled as long as they have not shipped. Please reach out to Customer Service ASAP and have your order number handy! (While order cancellations are not guaranteed, we will always do our best to accommodate your request.)

I tried to place an order but something went wrong. Why do I see a charge on my account?
When you attempt to make a purchase, an authorization hold is automatically processed. If the order isn’t successful, it will disappear automatically. This can take around 3 to 5 business days.

I placed an order but I didn’t get a confirmation email.
We’re happy to look into this for you. Contact Customer Service and we’ll straighten it out!

I really want an item that is out of stock. How do I know when it will be back?
Scribble down that item number and/or product name and please reach out to Customer Service. We’re happy to check for you! 

Important note: The Happy Planner Girl® items will not be restocked.

What forms of payment do you accept?
We gladly accept PayPal, Visa, MasterCard, American Express, Discover, JCB and Diners Club.

Getting an error message that your zip code is invalid at checkout?
Check to make sure that the billing address you entered matches the address on file with your credit card company.  That usually does the trick!

SHIPPING

Do you offer free shipping?
Yes we do!  All domestic orders over $75.00 ship FREE!  

When will my order ship and how will I know when it has?
Our normal processing time for standard orders is 2-3 business days. Expedited orders are shipped as quickly as possible, usually within 1 business day. We will send an email with the tracking number as soon as it is available, promise! Please note: The fulfillment time provided is an estimate and is not included in the shipment time.

What if I haven’t received a shipping confirmation yet?
If you’ve received an order confirmation but not a shipping confirmation, your order is still being processed. Hang tight!

When will my order ship if I pay for expedited service for an order placed on the weekend / when your offices are closed / on a holiday?
When you pay for expedited service, please remember that our office hours are Monday - Friday from 8:30 am - 5:00 pm Pacific Time.  Orders are only processed and shipped during normal business hours.  Once we open...expedited orders are pulled and shipped with priority.  Priority orders placed after 2:00 pm Pacific Time will be processed the morning of the next business day.

Why does my tracking number says "Not Found"?
It can take up to 24 hours before a tracking number appears.  If you received a shipping confirmation email, your item is on it's way to you but has not yet been scanned by USPS/FedEx.

INTERNATIONAL ORDERS & SHIPPING

What countries do you ship to?
You can find them HERE.

Do I have to pay customs/taxes/fees once the parcel arrives in my country?
Yes, it is your responsibility to pay all tariffs, duties and taxes.

My order didn't arrive.
It is possible that your international shipment may experience delays beyond our control.  If your package has not arrived after 30 days, we consider it "lost" and you can contact customer service and we will be happy to assist you.

QUALITY CONTROL

Uh oh.  Something is wrong with my order or product.  What do I do?
Contact our Customer Happiness Department and we will be glad to assist you.  Please have your order number handy so we can get right to business.

If you have a quality issue with a product that you bought from another source, please return it to the place of purchase.

What is your return policy?
You can take a look at it HERE.