Shipping & Returns
Standard Shipping
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At this time of year ALL carriers are experiencing an influx of shipments to fulfill. This means tracking information could be delayed, as well as package deliveries. Once you receive confirmation from us that your order was processed and are given a tracking number we will have no control over it and cannot be responsible for late or delayed arrivals. This is in effect for all orders shipped including Priority, Next Day and Second Day deliveries. All inquiries on order status once it leaves our facilities should be directed towards the carrier of the order. Thank you for your understanding in these trying times.
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Shipping to Continental U.S. Locations & APO/FPO Locations
We offer both standard and expedited shipping for most Continental U.S. orders. Your order will be shipped by either: DHL, USPS, FedEx Ground, or FedEx Smart Post.
Expedited shipping options include UPS 2nd-Day Air or Next-Day Air. (Please see Expedite Shipping for instructions)
• Shipments to APO/FPO addresses cannot be expedited.
• For UPS 2nd-Day Air & UPS Next Day Air please see the “Expedited shipping”
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Shipping to P.O. Boxes
Mardel will not accept P.O. BOXES as shipping destinations for online orders. If you placed your order to have it shipped to a P.O. Box, you will be contacted via email or by phone to provide an alternate physical address. This request will need to be in writing to customer.service@mardel.com for clarification.
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Shipping Internationally
We do not accept international orders.
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Guideline to Shipping Times
Shipping Method Shipping Standard 2-14 Business Days UPS 2nd-Day Air Please Email Customer Service UPS Next Day Air Please Email Customer Service -
Standard Shipping Charges
Order Subtotal Shipping Up to $15.00 $8.45 $15.01-$25.00 $9.45 $25.01-$35.00 $10.45 $35.01-$50.00 $11.45 $50.01-$65.00 $12.45 $65.01-$80.00 $13.45 $80.01-$100.00 $14.45 $100.01-$125.00 $16.45 $125.01-$150.00 $18.45 $150.01-$200.00 $20.45 $200.01-$250.00 $23.45 $250.01-$300.00 $26.45 $300.01-$400.00 $30.45 $400.01-$499.00 $40.45 $500.00+ Please Email Customer Service -
• Free shipping during a promotion. You must complete the process of checkout before the shipping cost is removed. free shipping promotions are only applicable within the continental U.S. the system requires the shipping address to be inputted and saved before showing the discount.
• Gift cards are shipped independently via USPS 1st Class Mail from Oklahoma City usually within 1-2 business
• Gift cards do not count towards free shipping.
• Shipping rates are based on the sub-total of your order.
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Shipping Charges to Alaska, Hawaii, Guam & Puerto Rico
Order Subtotal Shipping Up to $15.00 $30.45 $15.01-$25.00 $35.45 $25.01-$35.00 $37.45 $35.01-$50.00 $40.45 $50.01-$65.00 $43.45 $65.01-$80.00 $47.45 $80.01-$100.00 $52.45 $100.01-$125.00 $58.45 $125.01-$150.00 $65.45 $150.01-$200.00 $75.45 $200.01-$250.00 $85.45 $250.01-$300.00 $95.45 $300.01-$400.00 $150.45 $400.01-$499.00 $200.45 $500.01+ Please Email Customer Service
Expedited Shipping
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At this time of year ALL carriers are experiencing an influx of shipments to fulfill. This means tracking information could be delayed, as well as package deliveries. Once you receive confirmation from us that your order was processed and are given a tracking number we will have no control over it and cannot be responsible for late or delayed arrivals. This is in effect for all orders shipped including Priority, Next Day and Second Day deliveries. All inquiries on order status once it leaves our facilities should be directed towards the carrier of the order. Thank you for your understanding in these trying times.
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• Shipments to APO/FPO addresses as well as Alaska, Hawaii, Guam, and Puerto Rico are made by USPS only and cannot be expedited.
• UPS 2nd-Day & Next Day Air cannot be delivered to P.O. Boxes, R.R. Boxes, or mailboxes owned by the U.S.P.S.
Orders must be placed by 12:00PM (CST)
NOTE: These estimates do not include order processing time. Next Day Air and 2nd Day Air do not count Saturday or Sunday as a delivery day. Orders made after 12:00pm CST will not be processed until the following business day. If you choose any Expedite Service after 12:00pm CST on Friday, your order will not be processed until the following Monday.
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Expedited shipping Instructions Below
Please place your order, then email the following information to customer service at customer.service@mardel.com.
1. Order number
2. 2nd Day or Next Day UPS (your choice)
After requesting UPS Next Day or 2nd Day, customer service will respond with a quote which you may choose from the following.
A. Yes, I approve this shipping method
B. No, ship my order standard shipping
C. Please Cancel this order
Please be advised this is an “Extra Charge” added. This information is time sensitive and your response time is very important.
If shipping to a business address, UPS may attempt delivery after the business is closed which will delay delivery. If this occurs we cannot be responsible for the late or delayed arrival and the expedite charge is NON-REFUNDABLE.
Expedited Charges are BASED OFF OF SIZE, WEIGHT AND DESTINATION of the order.
Shipping to Correctional Facility
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Mardel ships to prisons, county jails and other correctional facilities.
Tips to help your package meet the general standards held by most prisons:
• Most correctional facilities will only except packages from USPS. Please call customer service at 1-888-262-7335 or email at customer.service@mardel.com if you need to update the shipping method.
• Check to make sure the inmate has not been transferred to a new facility.
• While checking inmate status, ask for their list of items permitted.
• Most correctional facilities allow only paperback items to be delivered to inmates. Keep this in mind when placing orders.
• Limit quantities to no more than three items.
• We recommend asking for which mail carrier is accepted by facility, and to contact Customer Service to notify shipping method that is needed to deliver by.
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If the inmate is transferred to a new facility before receiving your package, we will refund your purchase after the items are returned to us. This can take up to 8 weeks (occasionally longer) depending on the facility’s return process.
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There are a few things we cannot do in relation to inmate orders. We cannot send a package anonymously. The packing slip must include your name. Mardel cannot contact the facility to determine an alternative delivery method or address for the inmate. We also cannot include a personalized note with the order.
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Placing an order on our Website:
• First and Last name of the individual
• ID number, which will go in the “company line”
• First and Second Address line can be used for the name of the facility (if needed) or just the physical address
• Your email address and phone number.
• Please save and continue before moving on with your billing information
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If you need help placing your order, please call customer service at 1-888-262-7335 or email at customer.service@mardel.com.
Returns
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What is your return policy for online orders?
If you are unsatisfied with your purchase, you may return your order within 90 days of the purchase. All merchandise must be in the same, saleable condition as it was when you received it. Accompaniment music must be returned with the receipt within 24 hours of when you receive your order. Opened software must be returned in saleable condition, within 30 days of the purchase date. Seasonal merchandise purchased before the season must be returned in saleable condition up to 30 days after the season.
NOTE: Opened music, DVDs, Digital Product, Imprinted Items, and games are non-refundable. Shipping charges are non-refundable.
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Can I return an online order to a Mardel Store?
Yes, you can return your online order to any Mardel store for “Exchange” or “Store Credit Only” with a copy of your receipt. Please contact our Customer Service Department by phone (1-888-262-7335) or email (customer.service@mardel.com) and we will happily assist you with your return.
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What if my item arrived damaged/defective or received the incorrect item.
Please contact our Customer Service Department by sending an email to customer.service@mardel.com provide photo of the item for our records, so that we can resolve the issue.
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Returns to Mardel.com
To help us process your return/exchange in a timely manner please follow these four steps within 90 days of purchase:
1. Pack the item securely and include the original product packaging. All merchandising must be in the same, saleable condition as when you received it. If you cover all existing shipping labels, you can reuse the box your order came in.
2. Include proof of purchase (invoice), plus your name, address, email, phone number and order number (if applicable), and a brief description of why you’re returning the item
3. Attach the return shipping label from the bottom half of your invoice, or address your package to:
Mardel eCommerce Returns
7727 SW 44th St
Oklahoma City, OK 73179Please note: The return label is not prepaid. You are responsible for return shipping costs.
4. Send your package using a carrier that can provide tracking and insurance. Mardel is not responsible for items lost or damaged in transit.
If we have questions about your return, we will contact you by phone or email.
Please allow up to two weeks for your return to be processed and credit issued.
You will receive a refund for the purchase price and applicable sales tax. Credit will be issued to the credit card used at the time of purchase. If purchased with a gift card, credit will be issued in the form of a gift card.
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Shipping and handling charges will not be credited unless the reason for the return is our error.
All exchange orders are processed separately as a new order.
If order is returned due to being refused, insufficient address, no mail receptacle, not permitted by facility, or addressee not known, then you will be refunded less the amount we have been charged for it being returned. Please review your information prior to placing your order.