Frequently Asked Questions (Effective Date October 2012; Revised July 23, 2021)
What is the Macanoco and Co. return and/or exchange policy?
If you are not happy, we are not happy. We have a Satisfaction Guarantee on any product(s) marked as non-returnable. Exclusions may apply.
Macanoco and Co. will accept un-worn and un-altered product(s) with original tags attached (New) and/or unopened original packaging (New) and a sales receipt for return within 14 days of receipt of product or purchase date (in-store) at our store or online, we will gladly issue a store credit* or product exchange, less the actual shipping and handling costs.
*While we will do our best to not charge any restocking fees, we do require a 15% restock fee on the return of all bedding sets, strollers, high chairs, prams, and furniture.
Any product(s) purchased during a free shipping offer or on promotion, we will have the actual cost of shipping and handling fees or promotion discount subtracted from the store credit.
We regret that we cannot accept returns or exchanges on bespoke/custom orders, special orders, tailored, special occasion outfits, 50% off or more, Final Sale, undergarments/lingerie, swimwear or personalized product(s). No exceptions will be made.
Macanoco and Co. reserves the right to refuse any return or exchange that does not meet the aforementioned requirements.
Complete Return Policy.
Store Credit
A Store Credit never expires and can be utilized at any time. You must present Store Credit receipt or online code at time of redemption.
Complete Return Policy.
I received a gift from Macanoco and Co. and I would like to exchange it?
If you receive a gift you can exchange it or receive store credit as long as the product(s) meets the returns and/or exchanges policy.
Complete Return Policy.
What is the Macanoco.com cancellation policy on online orders?
We will do our best to try to cancel an order if we hear from you immediately. Unfortunately, once an order is submitted, it is processed immediately. Bespoke/custom, special orders, tailored, special occasion outfits, and personalized product(s) cannot be cancelled once submitted. No exceptions will be made.
Please note, once order is submitted NO changes can be made to any information including shipping address.
Complete Return Policy.
Gift Certificates
Gift certificates can only be redeemed via purchases made on this website or in our store, and are not redeemable for cash. Any unused balance will be placed in the recipient’s gift certificate account and is non-transferable. If your order exceeds the amount of your gift certificate, you are responsible for the balance. We are not responsible for lost or stolen gift certificates. We make no warranties, express or implied, with respect to gift certificates, including without limitation, any express or implied warranty of merchantability or fitness for a particular purpose. In the event a gift certificate code is non-functional, your sole remedy, and our sole liability, shall be the replacement of such gift certificate. Certain state laws do not allow limitations on implied warranties or the exclusion or limitation of certain damages. If these laws apply to you, some or all of the above disclaimers, exclusions, or limitations may not apply to you, and you might have additional rights.
Product Warranties for Domestic and International Orders
Some items on our website have a manufacturer’s warranty, which is noted in the product description. Manufacturer’s warranties are provided by the manufacturer of the product and not by Macanoco. The manufacturer is responsible for all warranty coverage, repair, servicing and defects. To obtain a written warranty for any of these items, send a specific written request to our Customer Service Department.
All manufacturer’s warranties are honored for all domestic orders. All manufacturer’s warranties are voided once the product leaves the United States. No warranty claims can be made for product(s) once they leave the United States.
How Can I Access, Correct and Update Personal Information?
You can access, correct and update certain personal information that you have provided to us by clicking on “Update Account” within the “My Account” area of this Web site.
What About Contests and Sweepstakes?
When we run a contest or sweepstakes relating to this Web site, it will be accompanied by a set of rules. The rules for each contest/sweepstakes will specify how the information gathered from you for entry will be used and disclosed.
What About Online Surveys?
We may from time to time conduct on-line surveys. When you complete an online survey, we may ask for certain information including your age, zip code, shopping habits, email and/or mailing address. This information will be treated in accordance with this Privacy Policy.
What Steps Are Taken To Keep Personal Information Secure?
We use various security measures, including Secure Socket Layer (SSL) encryption technology, to protect personal information that we collect. If you place an order through this Web site, you will be asked to set up an account and provide an email address and password. You must provide an appropriate email address and password in order to access account information. In order to help protect your personal information further, you should be careful about providing your password to others. If you wish to cancel a password, or if you become aware of any loss, theft or unauthorized use of a password, please contact our Customer Service Department
Shipping General Information
Most purchases are shipped from our Miami, FL. warehouse by USPS Domestic and International, FedEx, UPS, Courier, Local Delivery, Store Pick Up, and Freight delivery service and will usually ship and arrive within 7 business days domestic and 15 business days international of receipt of the order. Business days are Monday through Friday, excluding Holidays. It is important to us that you receive your order as quickly and inexpensively as possible.
Depending on your location and the product the carrier that will get your package to you as quick as possible will vary. We also try and ship orders the same day as you place them. (Side note: During the December Holiday Season an additional day or two for processing might be needed to ship your order).
In the event of a delay, we will notify you by e-mail. Please make sure the e-mail address you provide upon ordering is the best way to contact you. Occasionally our e-mails end up in Junk Folders or Spam Boxes so to ensure you receive our e-mails, please add our email to your safe senders list. We don’t spam (we don’t like it either) and opting out of our e-mails is easy as a single click!
Note: Items sent directly from our suppliers may take longer, and items ordered together may not arrive in the same box. Certain heavy or oversize items cannot be shipped outside the contiguous 48 states.
Limitations
There are some products which cannot be shipped via traditional formats (i.e. Parfums, Lampe Berger Paris Fragrances). These products will incur a different shipping charge and shipping method. Some products cannot be shipped to California and this will be listed on product page. Unfortunately, some brands and/or customs restrictions do not allow for certain products to be shipped internationally.
Product Warranties for Domestic and International Orders
All manufacturer’s warranties are honored for all domestic orders. All manufacturer’s warranties are voided once the product leaves the United States. No warranty claims can be made for product(s) once they leave the United States.
When will my order ship?
After you place your order, we usually ship it out the same day, or 24 hours after the order is placed (Monday through Friday). Most of our larger items (such as furniture and some bedding) are shipped directly from either our Miami, FL. Warehouse or the manufacturer’s warehouse. These have a 1-5 day processing time until they are shipped. If the lead times are longer for any of our products you will receive an e-mail from us. Custom orders and some large furniture items will be made by hand, so these leads times are estimates and can occasionally go beyond their estimated shipping date. If this happens, we will contact you via e-mail.
Complete
Where do I get a Macanoco and Co. coupon or special offer code?
Simply create an account at Macanoco.com and sign up for our V.I.P. List. We love to reward our clients with exclusive new product arrival, sales and special events through our mailings. At any time you may unsubscribe.
Does Macanoco and Co. offer discounts for schools, interior designers, or designers?
Yes!!! Please contact our Customer Service Department with your business name, business web address and the list of product(s) you are interested in purchasing.
We cannot always guarantee a discount on all products, but we will do our best to accommodate your request.
Does Macanoco and Co. offer B2B or wholesale?
Yes!!! Please contact our Customer Service Department with your business name, business address, business phone, business web and we will contact you.
Still have a question?
Just e-mail us at Customer Service Department. We are happy to assist! Live chat is an option, too – we are online during regular business hours and ready to serve you!
Additional Information
You may also refer to our Privacy Policy and Terms and Conditions for additional information. Please contact us at Customer Service Department for any additional questions.