FAQ

RETURNS

HOW DO I RETURN AN ITEM?

  • If the original tag is attached and the item is unused, unworn, and unwashed, we'll take it back within 30 days of the item being delivered to your door for a refund.
  • To initiate the return, go to www.maxwellandgeraldine/returns, enter your order number, and indicate which item(s) you’d like to return.
  • Securely repackage your merchandise. We provide a resealable shipping bag that you can use if you hold on to it. 
  • You may drop your package off at any USPS Drop Box or USPS Store Location. Please allow 2-3 weeks for a return to be processed. Due to increased volume and the impact of COVID-19, returns processing is delayed.

    HOW LONG BEFORE I SEE MY REFUND?

    • Please allow up to 2-3 weeks for your refund to be processed once the returned package has been received at our warehouse. Due to increased volume and the impact of COVID-19, returns processing is delayed. Please allow additional time for your return to be processed as we have implemented additional precautions in our warehouse to ensure the safety of our team. You will not get an email notification when your refund is processed. The refund will automatically post to your account. Depending on your bank, refunds may not be posted on your statement for another 2-3 business days.

    ARE RETURNS FREE?

    • We charge $9.99 per shipment for returned items. If you have more than one item in a return shipment, you will only be charged $9.99 one time. If you return items separately in separate shipments, you will be charged $9.99 for each shipment. For returns and exchanges, go to www.maxwellandgeraldine/returns.

    HOW DO I RETURN A GIFT?

    • If you are returning a gift, we are more than happy to offer an exchange or store credit for the return. Please contact customer service via email, chat, or phone to make sure we have all of your information. 

    CAN I SHIP MULTIPLE RETURNS BACK TOGETHER?

    • Yes! You may return items from more than one order together. To initiate the return, go to www.maxwellandgeraldine/returns, enter your order number, and indicate which item(s) you would like to return.

    ORDERS

    CAN I EDIT/CANCEL MY ORDER?

    • We strive to process and ship your orders as quickly as possible. For this reason, we are unable to edit or cancel orders once they have been placed. Please double check your shipping address prior to placing your order, as this cannot be updated after an order is placed.

    CAN I USE A DISCOUNT CODE ON A PREVIOUS ORDER?

    No. Discount codes cannot be applied to previous purchases or combined with other offers.


    CAN I USE MORE THAN ONE DISCOUNT CODE?

    No, only one discount code can be applied per order.


    WHAT IS PREORDER AND WHEN AM I CHARGED?

    Preorder items are sold before they are in stock at our warehouse. You will be charged at the time of purchase for an item purchased on pre-order to reserve the inventory, then you will receive a shipping confirmation email once the order ships.


    WHY DO I SEE A PENDING TRANSACTION ON MY BANK STATEMENT EVEN THOUGH MY ORDER DID NOT GO THROUGH?

    This usually happens when the billing zip code you have entered on your order doesn’t match the billing zip code on the credit card you’re trying to use. As for the pending transaction, some banks will hold your funds for a couple of days but will not validate the charge. These charges usually drop off of your bank account within 1-7 days.


    SHIPPING

    HOW AND WHEN WILL MY ORDER SHIP?

    Most products are shipped from our warehouse in Virginia via USPS or UPS, depending on the shipping method selected at checkout.

    • Please note that some products are shipped directly from the vendors via UPS, USPS or FedEx and may arrive in separate packages.
    • For orders placed after 2 PM EST, delivery times will go into effect the following business day.



    SHIPPING METHOD

    SHIPPING CARRIER

    SHIPPING SPEED

    Standard (FREE)

    USPS

    Up to 10 Business Days. 

    Expedited ($15)

    UPS 2-Day

    2-3 Business Days

    Next Day ($45)

    UPS Next Day

    1 Business Day (Orders Placed by 2 PM EST)



    Maxwell and Geraldine is not responsible for any package lost or stolen after confirmed delivery. For this reason, we strongly encourage customers to select our Expedited with Signature option at checkout. This is our only insured method of shipping.

    WHAT IF MY ORDER IS LABELED AS DELIVERED BY THE SHIPPING CARRIER, BUT I HAVEN'T RECEIVED IT?

    When packages appear to be missing, it is usually one of the following situations:

    • The package may have been delivered to a neighbor's home. 
    • The package has been delivered to a different spot than normal on your property. 
    • The shipping carrier marked the order as delivered before it actually has been. 
      • If you are still unable to locate the package 5 business days after the labeled delivery date, please contact customer service. We are happy to help!

    DO YOU SHIP INTERNATIONALLY OR TO CANADA?

    Unfortunately, no. We hope to in the future!