FAQ

FAQ 1: When Will My Order Ship?

Orders are prepared and shipped from Woodstock, New York. Most in-stock orders are processed within 1–5 business days after payment is confirmed. Processing time is separate from shipping transit time.

FAQ 2: How Long Does Shipping Take?

We currently ship only to the 48 contiguous United States and Washington, D.C. Standard Shipping typically takes 3–8 business days after your order has been processed and transferred to the carrier. These are estimates, not guaranteed delivery dates.

Tracking information may take 1–2 days to become active after your Shipping Confirmation email is sent. For shipping destinations, rates and delivery details, please read our Shipping Policy.

FAQ 3: How Do I Cancel an Order?

To cancel, email support@marichyai.com within 24 hours of placing your order and before it ships. If your order has already shipped, you can still request an eligible return. Please double-check your shipping address before you pay. We can't guarantee address changes once an order is being processed.

FAQ 4: What Is Your Return Policy?

Email us within 7 calendar days of delivery to request a change-of-mind return, and ship it back within 7 days of receiving our return instructions. Items must be unused, unworn, unwashed and unaltered, with original tags, accessories and packaging, plus your order number or receipt. Pack securely, reuse the original protective packaging for pottery, and use a trackable, insured shipping service. We can't refund a change-of-mind return that arrives broken because it was not packed securely.

Pierced earrings and other hygiene-sensitive items, customized, personalized or made-to-order pieces, items marked Final Sale, gift cards, and items damaged through misuse, improper care or normal wear cannot be returned for change of mind, but are fully covered if they arrive damaged, defective or incorrect.

For transit damage, email us within 3 calendar days of delivery with your order number, a short description and photos of the item, inner packaging, outer box and shipping label. This is the reporting deadline, not a return-arrival deadline. Keep the item and all packaging, and don't send anything back unless we ask. Once damage is confirmed, we'll send a replacement or refund the full amount, including original shipping and any Express upgrade. Photos are usually enough; if we need the item back, we'll send a prepaid return label. If more than 3 days have passed, contact us anyway: we review each case individually, and the deadline does not limit your rights under applicable law.

For wrong, defective or not-as-described items, contact us as soon as you notice. We'll send a replacement or refund the full amount, including original shipping and any Express upgrade, and cover U.S. return shipping. For a lost package or one marked delivered but not received, contact us within 7 days of the tracking status updating. We'll file a claim with the carrier and send a replacement or refund.

Once we receive and inspect your return, we issue the refund to your original payment method within 7 days and email confirmation. Banks usually post card refunds within 5–10 business days; PayPal refunds usually arrive within a few business days. Shop Pay Installments refunds reduce or cancel remaining installments, with payments already made refunded. We can't refund to a different card or account or issue cash refunds for online orders.

Exchanges depend on stock. The fastest way is usually to return the item and place a new order. For a direct exchange, you pay to send the original back; we ship the new item free by standard shipping for the first exchange on an order. You pay shipping for further exchanges.

Email support@marichyai.com with your order number, item(s) and reason. We reply within 1 business day with the return address and instructions. Send returns only to that address; don't use the packing-slip address or drop a return at the shop without arranging it first. Returns sent without approval may be refused. See our Return, Refund & Exchange Policy for full terms, including the One-Year Limited Warranty and handmade variations.

FAQ 5: Who Pays for Return Shipping?

For change-of-mind returns, you pay return shipping. Original shipping, including any $29 Express upgrade, is not refunded, unless the law requires otherwise. If we sent the wrong item, it was damaged in transit, or it is defective or not as described, we refund the full amount, including original shipping and any Express upgrade, and cover return shipping. For transit damage, if we need the item back, we'll send a prepaid return label.

FAQ 6: What Methods of Payment Do You Accept?

We accept credit cards, including Visa, Mastercard, Discover, and American Express, as well as debit cards and electronic checks, also known as e-checks.