HELP + FAQ'S
YOU'VE GOT QUESTIONS? WE'VE GOT ANSWERS!
Don't see the answer to your question here? Contact us at marlow@mbarclaynyc.com and we'll get back to you ASAP!
SHIPPING
Q. Where is my package?
A. Please email marlow@mbarclaynyc.com with "help" in the subject line for immediate service. Include your order number for the fastest resolution.
Q. Where do you ship?
A. We currently ship anywhere in the U.S., Canada and Europe.
Q. How much does shipping cost?
A. Standard shipping within the U.S. costs $5 per order and is free for orders over $50.
Standard international shipping with tracking is $30.
Please contact us at marlow@mbarclaynyc.com if you need international express delivery.
Customers are responsible for customs processing and charges in their home country.
Q. When will my order arrive?
A. U.S. flat rate shipping will take 2 to 5 business days. You should receive a tracking number shortly after you place an order. If you do not receive a tracking number in 24 to 48 business hours, please check your spam mailbox first; if it isn't there, email us at marlow@mbarclaynyc.com with "tracking" in the subject line.
Q. What if I need my parcel urgently?
A. If you need your order before a certain date, contact us prior to placing your order to confirm possible delivery times.
Q. I entered the wrong address. How do I change my shipping address?
A. Email us ASAP at marlow@mbarclaynyc.com. We strive to ship orders out by 3 p.m. EST on business days, so please let us know right away if there is an error. Once your order has left the warehouse, we cannot redirect it. If orders are undeliverable and returned to us for any reason, we will issue a refund less shipping and handling costs.
Q. Where are you located?
A. We ship from Alpharetta, Georgia
PAYMENT
Q. What forms of payment do you take?
A. We accept Visa, Master Card, American Express, JCB, Diners Club and Discover debit and credit cards, as well as Paypal and Amazon Pay.
Q. Is my payment secure?
A. Yes. We never store our customers' credit card info.
Q. My payment method was rejected. What do I do?
A: Please check that your billing information is correct. If it is, please contact your credit card company and resubmit payment.
Q. Can I change my payment method after my order is submitted?
A. Please contact us ASAP at marlow@mbarclaynyc.com. If your product has shipped, you cannot change your billing info.
RETURNS + EXCHANGES
Q. What's your return policy?
A. You may return your order within 7 business days from the date your order was received. All return items must be resalable which is in original condition and in original packaging. Email us at marlow@mbarclaynyc.com to obtain a Return Authorization Number (RA#) and shipping instructions. Include a copy of the original invoice with your return and write your RA# visibly on the outside of the shipping package and on the packing slip. Please tell us why you are returning our product so we can continue to improve our service.
The customer is responsible for return shipping costs. M. Barclay is not responsible for improperly packaged, damaged, or lost returns.
Q. What if I would like to exchange for a different product?
A. You may exchange any product within 30 days of purchase. Email marlow@mbarclaynyc.com with "exchange" in the subject line. Products must be unused and returned to us undamaged. We do not cover the additional shipping costs.
Q: When can I expect my refund?
A: We will process it one to three business days after we receive your returned product and will send you an email confirmation. Please allow up to 14 days for your bank or credit card company to post the refund to your account.
Q: How do I exchange a gift?
A: If your gift-giver purchased it from mbarclaynyc.com, you should email us at marlow@mbarclaynyc.com with "gift return" in the subject line. We will look up the order and send you the return instructions.
PRODUCTS
Q: Do you test on animals?
A: No. We are firmly against cruelty to animals.
Q. Are M. Barclay products safe for my pet's sensitive skin and coat?
A. Yes, M. Barclay products are all designed to be gentle on your pet's skin and coat. However, there is always a risk that skin may react to even the most natural ingredients. If you have concerns about a potential reaction, we suggest testing a small amount of product on a patch of skin and waiting 24 hours to ensure that there will be no reaction with more extensive use. If irritation does occur, please rinse with water and discontinue use.
Q: Do M. Barclay products expire or go bad?
A: All grooming products expire. M. Barclay products have a two-year shelf life.
Q: Why does the Soft Spot Salve melt in hot weather?
A: Our goal is to create the best natural, wholesome, nourishing skincare possible, so we formulate our products without synthetic stabilizers or waxes. Our Soft Salve is high in natural oils and butters and is formulated to be semi-soft solid at room temperature. When applied to the skin, the salve will instantly melt, providing an emollient, nourishing and penetrating product. This delicate product is sensitive to temperature changes.
The Soft Salve may soften or even melt during their travels or after their arrival while sitting outside on your warm porch or mailbox. It is best to place the Soft Spot Salve in a cool, dry spot for at least 30 minutes prior to opening tin.
Q. Where are M. Barclay products manufactured?
A. Right here in the U.S. We partnered with a manufacturer who is considered a pioneer in the natural beauty industry and has more than 30 years of experience. All of our products were exclusively formulated for M. Barclay and were manufactured using 100-percent wind power.
