ORDERING & SHIPPING FAQ

You have questions? We have answers! We hope this Q&A provides you with the answers you need, but if you still have more questions call us at 910.253.7934 or questions@maudiesmart.com

PROMOTIONS/PROMO CODE QUESTIONS

  1. Can I use more than one promo code at a time?  
    Only one promo code may be used at a time. Sign up for our newsletter to receive special promotions!
  2. Why does it say “promo code is invalid”?  
    Most likely you haven’t met the requirements of the code (i.e. order minimum hasn’t been added to your cart) or it has expired.
  3. Why is my promo code not working?  
    Most likely reasons: trying to use more than one promo code, using an expired promo code, you haven’t met the requirements of the code, or you are entering an invalid code.
  4. Why is a free item not appearing in my cart?  
    If an item is not appearing in your cart after entering a coupon code, make sure you have pressed the “Apply” button and that you have met all of the requirements for the promotion.

GIFT QUESTIONS

  1. Do you create custom gift baskets? 
    We do! Give us a dollar amount and any preferences (gluten free, special scent, man or woman) and we'll select soaps, candles, and food items from our shop to create a special gift. Call us at 910.253.7934 or email us at orders@maudiesmart.com with basket details, shipping, and your contact information.
  2. How do I gift wrap my order?
    The beautiful thing about our shipping box is every single box is sent like it's a gift! 
  3. How do I include a gift message with my order?If you’d like to enter your gift message without the addition of gift wrap, please enter it in the “Comments” section at the end of the order process and we’d be happy to write out a gift card for you!
  4. Why can’t I use my gift card online? 

ORDERING QUESTIONS

  1. Can I Order by Phone?  
    Yes, absolutely. Call us at 910.253.7934. Because we are a small farm business, we may be out working the farm, in our kitchen, or in the barn.  Leave us a message with the best time to reach you and we’ll get back with you soon.  We know this is an inconvenience and we appreciate your patience. 
  2. What are your business hours?  
    Our Online Store operates 24 hours a day, 365 days a year. Our shipping and receiving hours are Monday to Friday from 10 am to 5 pm Eastern Standard Time. Greenlands Farm, where your products are shipped from, is open for scheduled Roadside Markets on Saturdays from 10am – 5pm.
  3. What kind of payments do you accept?  
    Pay pal, Apple Pay, Visa, MasterCard, Discover and American Express. If you’d like to order by checks via mail, call us to place your order over the phone: 910.253.7934. Orders paid via check will not ship until payment has been received. Orders not paid within 21 days will be cancelled.

SHIPPING AND RETURN POLICIES

  1. How is my order shipped?  
    We ship US Postal Service First Class and/or Priority Mail in a beautiful green box.
  2. Can I pick up my order at Greenlands Farm?
    Yes! Our Roadside Market is open most Saturdays, 10.00 am to 5.00 pm. Your items will be labeled in a bag for you inside a locked box. A code for entry will be emailed to you.
  3. How do I enter a send a package to an address other than mine?
    Your shipping address is automatically filled with the information you supplied for billing.  Simply replace it with the address you'd like it shipped to.
  4. When will my order be shipped?  
    We ship orders within 2 - 3 business days.  During high volume seasons, shipping may take longer.  We ship Monday – Friday and shipments go out by 11am.  Orders placed on Friday after 11am, Saturday, or Sunday will go out on Monday.  Delivery time is subject to USPS but most packages shipped to the United States usually arrive within 2 to 3 business days. 
  5. What does “processing” mean on my order?  
    Your order will remain “Processing” until your package is pulled, packed and out the door to you! You should receive an email once your package has left with tracking information and your order will then change to "Complete" in your account. 
  6. How do I track my package?  
    It’s easy! Follow the link in your email or enter your tracking number here: https://www.usps.com/manage/welcome.htm We suggest to follow your package to make sure you are available for delivery.  If your tracking information shows that your package has been delivered and you have not received it, please first contact your local post office. If they cannot locate the package, please contact us within 3 days of your package being marked delivered.
  7. Will you ship to International Locations?  
    We currently aren’t shipping internationally.  We will add this when demand calls for it…so write us!  
  8. What do I do if my order arrives damaged?  
    If a package is obviously damaged upon arrival, please refuse delivery and notify us immediately. If there's no visible damage on the outside of the box, but the contents are damaged inside, please notify us within 48 hours of receipt of order to place a claim. Please keep all boxes, packaging materials, and product intact if you want to process a claim.
  9. What happens if my packaged gets returned because I wasn’t there to receive it?  
    First, check with your post office to see if they are holding it for you.  If it has already been “returned to sender”, upon receipt of the package, we will contact you about resending and shipping costs. 
  10. What is your return policy?  
    Customer satisfaction is important to us.  If for any reason, you are not satisfied, let us know. We'll do our best to make it right.  Call us at 910.253.7934, if we were not able to solve your concern you will be asked to send us your request in writing, the return process cannot begin without it. You are also welcome to email us at returns@maudiesmart.com. When emailing, please include your name, your order number, and any information that will help us address your concerns. New and unused items may be returned within 14 days of purchase for a refund of the purchase cost in the method for which it was paid.  Shipping costs, including delivery and returns, are non-refundable. Maudie’s Farm Mart, LLC is not responsible for lost or stolen items. We recommend all returned items be sent insured. After your return is received, allow 3 business days to process your refund. Once a return is processed, it usually takes 2 to 3 business days for this return to be posted to your account, depending on your financial institution. An email notification will be sent to you when the refund process is initiated. 
  11. What is your chargeback policy? 
    If a credit is due, please contact us to discuss.  A “chargeback” (reversal of a credit/debit card charge done by a card holder) is theft and can be prosecuted. If you feel that your credit/debit card was used fraudulently on www.maudiemarts.com, please contact us for immediate resolution. If you initiate a chargeback for a payment on a credit/debit card, Maudie’s Farm Mart, LLC may recover the amount of the chargeback in addition to $20 by any means necessary, including but not limited to recharging your credit/debit card or recovering the amount through a collection agency. 
  12. How do you handle fraudulent purchases? 
    Your electronic order confirmation, or any form of confirmation, does not signify our acceptance of an order. Maudie’s Farm Mart, LLC can choose to accept or deny shipment to anyone for any reason. In these instances, additional information may be required before processing an order. If an order appears fraudulent in any way, Maudie’s Farm Mart, LLC will cancel the order, along with notifying the card holder and the proper authorities.

WHOLESALE AND BULK ORDER QUESTIONS

  1. Do you sell wholesale to other stores?
    We do sell wholesale. Please email us with your business location, type, and a list of products you are interested in: wholesale@maudiesmart.com 
  2. I'm not a business owner, but I think I could sell your products at farmer markets, my workplace, or to friends.  Can I get a discount on a bulk order? 
    Yes!  You would have to buy a minimum order amount, pay sales tax, and actual shipping costs. If you're interested, let's talk. Call us or email us at wholesale@maudiesmart.com