Frequently Asked Questions

Orders & Shipping

Once the order is shipped, we cannot cancel your order. Please email shop@themaker.com if you have any questions or concerns.

Once you place a made to order item, you will hear from our team via phone or email. We will verify the details and confirm shipping quotes and delivery times. When a custom order is confirmed, it cannot be canceled. 

Delivery times and shipping costs will be displayed at check out and are dependent on the weight of your items and shipping location.  

Packages are shipped and tracked by UPS. We provide the following option: UPS Ground

For orders in the US and Canada, sales tax will be charged on merchandise total where applicable. Taxes are calculated according to shipping destination and itemized on the Order Summary page.

If you are interested in shipping internationally, please shop@themaker.com with your name, shipping address, phone number, and the product names and quantities you're interested in. We'll respond if we are able to ship and with a custom shipping quote for you. Please note our quotes only include the costs for shipping. The recipient is responsible for paying duties and taxes for the package.  

All in-stock items will ship within 3-5 business days from the time the order is placed. If you would like expedited delivery, please email shop@themaker.com

If you require expedited or overnight shipping, please email shop@themaker.com for a custom quote.

Should an item arrive damaged, please keep the original packaging and contact our customer service department at shop@themaker.com within 48 hours of delivery. We will resolve the issue as soon as we can and ship your replacement item(s) if inventory is available.

At the moment, we are unable to offer signature requirements for packages. We do offer shipping insurance which you can select at check out.

We are not responsible for lost and stolen packages.

When your order ships, you will receive an email with shipping tracking information.  

You can also log into your account to check the status of your order.  

Please email shop@themaker.com and we will get back to you.

Returns

Due to the nature of our handmade goods, there may be slight variations in color and design. This is the beauty of a one of a kind handcrafted piece. When ordering multiples, we do our best to make sure the pieces match as closely as possible. 

We offer returns within 14 days on eligible items that are unused in original condition and packaging. The customer is responsible for the cost of the return shipping. Please contact shop@themaker.com to request a return.  

Items that are final sale and cannot be refunded: Perfumes, Jams, Bedding, and Made-to-Order. We cannot accept returns on items without a receipt and packing slip. See our policy and process above for damaged items.  

For all eligible items, a refund will be issued once we have received your returned items. Any items that are damaged when we receive them are not eligible for refund. Refunds do not include any shipping or handling charges, except in the case of faulty or damaged items.  

Your refund will be credited to the original form of payment used for the original transaction and will be in the amount of the Product price less the return label fee if applicable. Any duties paid for international orders not be refunded.  

Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers

At this time, our fragrance is a final sale item and cannot be returned.

Customer Care

The Maker’s small but mighty customer service team is available from Tuesday-Thursday 9am- 4 pm, EST. If you contacted us outside this time, we will get back to you as soon as we can during our scheduled customer service business hours.  

We accept PayPal, Apple Pay, Google Pay, Shop Pay and all major debit/credit cards.

You will be billed upon the first shipment of your order, unless otherwise noted.

Products

The Maker Shop products are sourced and produced by makers all over the world, from Italy to our local Hudson Valley. We provide details on where each item is made on the product page.

We offer complimentary gift wrapping.

Yes, you can purchase a e-gift card available only for The Maker Shop.

We utilize recycled cardboard boxes and shipping materials.

Yes our fragrance is cruelty free.

No, inserts and cases are sold together.

Yes we offer swatches. Email shop@themaker.com for a complimentary fabric swatch for our made to order beds subject to availability.