How can we help?

Operating Hours:
Monday - Friday: 9am-4pm MST
Saturday - Sunday: Closed

Re:do Shipping Protection

WHAT IS RE:DO SHIPPING PROTECTION?

Re:do is a company we partner with that provides extra protection for your purchase on its way from us to you. When added to your order, it protects against loss, theft, or any damage during transit.

HOW DO I FILE A CLAIM FOR A LOST, STOLEN, OR DAMAGED PACKAGE?

You can file a claim here or by emailing our customer support team at info@madebymary.com. Please provide the following information: first/last name on the order, order number, shipping address, and any additional information you find helpful. 

For lost/stolen packages: Must be submitted no sooner than 7 days prior to the most recent tracking update or delivery date and no later than 30 days from the most recent tracking update or delivery date. 

For damaged items: Must be submitted within 15 days from the date of delivery. 


WHAT IS CONSIDERED A LOST OR STOLEN PACKAGE?

A shipment that states "delivered" by the carrier that has not arrived to the address provided at checkout. 

A shipment that appears to be lost by the carrier where the status has not updated and is not marked as “delivered”.

Invalid/incorrect addresses are not considered to be lost as the carrier was unable to deliver. In most cases these will be returned to our studio at which point our customer support team will reach out via email and can reship your package to a new address. 

WHAT IS CONSIDERED A DAMAGED PACKAGE?

A shipment with items that were broken or damaged upon arrival. 

Part of the order is missing due to the package being opened or tampered with in transit. 

HOW SOON AM I ELIGIBLE TO SUBMIT A CLAIM?

For lost/stolen packages: Must be submitted not sooner than 7 days prior to the most recent tracking update or delivery date and no later than 30 days from the most recent tracking update or delivery date. 

For damaged items: Must be submitted within 15 days from the date of delivery. 

WHAT IS THE RETURN POLICY FOR RE:DO SHIPPING PROTECTION?

While Re:do Shipping Protection is final sale, we gladly accept returns and exchanges on unworn, non-custom pieces within 14 days of delivery. 

For more information or to submit a return or exchange request, click here

COMMONLY ASKED QUESTIONS ABOUT RE:DO SHIPPING PROTECTION:

If I purchase without Re:do Shipping Protection will you cover my order in case of loss, theft or damage?

  • No, by opting out of shipping protection, Made by Mary is exempt of liability in case of loss, theft or damage and is not responsible for reshipping your package or providing a refund.

I didn’t want Re:do Shipping Protection on my order. Can you refund me?

  • Re:do Shipping Protection is final sale and cannot be refunded.

I think my order is lost; there hasn’t been an update in a few days. Can I submit a claim?

  • We reserve the right to classify your package as being delayed and may wait 7-14 days for an update if there are known delays due to weather, holidays, etc that may be out of our control.

*Our team may ask for additional information regarding your order to confirm the validity of your claim. They also reserve the right to deny a claim if found to be fraudulent.