FAQs
How long until my items ship?
Typically, items that are in stock ship within one week, however since every item is made by hand, it may take up to two weeks to ship. Custom orders can take up to one full month to ship, since they will need to be created from scratch and often cannot be rushed. If you require the items sooner, please contact us and we will attempt to make arrangements. Please know that additional charges may apply on rush orders, included expedited shipping and rush fees.
Please note we make every effort to ensure delivery to the address provided on your order and will attempt to verify delivery information in the event that an error is found. Mad Labs Studios is not responsible for replacement of orders as a result of failed delivery attempts, misplaced packages, incorrect addresses, weather, loss by carrier or loss after delivery.
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Why does it take so long to ship items?
We are a small business that is made up of two people. As of right now, we also have other jobs in order to make ends meet. To avoid waste, we mix up only what we need in small batches. We also design, print, and cut our own labels, package and ship our own delivery, answer all your lovely emails and comments on social media, and handle the behind the scenes administrative tasks that come with running a business. Unfortunately, what that means is that, when it comes to comparing it to where we fall in the Triangle Constraint, we sacrifice the time to create the products in order to maintain price and quality. We always appreciate the patience everyone has with us!
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What if I need my item by a certain date?
We try to be as accommodating as we can if you need an item by a certain date. For major holidays, we post deadlines for when we can assure that, barring any issues with the shipping, your item will reach out on time. If you require it by a certain date outside of those common holiday deadlines, please contact us and we will be sure to work with you to get you your items when you need them by.
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Do you ship internationally?
We certainly do our best! We ship from Connecticut, in the United States. That means that we are beholden to international shipping fees and laws. We will do our best to accommodate shipping to your country. Shipping rates are calculated at checkout, though you may be responsible for additional customs fees when the items arrive. If you have any specific questions, you can contact us. Should it be discovered after a purchase is made that we cannot accommodate your international shipping needs, a full refund will be issued to you.
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Can I cancel my order?
You may cancel your order with no questions asked within the first 24 hours after the purchase is made. (The 24 hour grace period is calculated from the time the order was placed.) Afterwards, you may be entitled to less or no money refunded, depending on the process that the ordered items have already been through. Please contact us to start the cancellation process.
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Can I return my order?
Due to the nature of the products, any beauty or health items (including but not limited to soaps, oils, perfumes, etc.) cannot be returned. All other items may be returned within 14 days of arrival for a refund and must be in resalable condition. All shipping fees are the responsibility of the customer returning the item. If you would like to start the process, please contact us.
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My item arrived damaged; what can we do?
Mad Labs Studios is not responsible for any damages that may occur due to the weather (i.e. too hot, too cold, package was left in the rain, etc). We do our best to pack all delicate items in a way that will protect them during the shipping process, however if anything arrives damaged then we will do our best to send a replacement. For limited supply items, an alternative item of similar monetary value may need to be substituted. Photo evidence may be requested for damaged items. To start the process, contact us via the form, or reply to your order confirmation email.
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An item is out of stock? When will you be getting more?
If the item is still listed on the website, then we still have ever intention of restocking the items in the near future. Usually, we restock weekly. We always announce the restocking days and time several days in advance over on our Instagram account.
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What are you item ingredients?
If you are allergic to any of our ingredients, please contact us. We may be able to substitute an ingredient for something else!
- Perfume: ethanol, fragrance, tert-butanol, denatonium benzoate
- Nail Oil: jojoba oil, grapeseed oil, avocado oil, fragrance
- Room Spray: ethyl alcohol, fragrance