Returns

RETURNS & EXCHANGES 

COVID-19 UPDATE

The health and safety of our community, employees and customers is top priority.  As a customer-first company, we would like to share with you some temporary steps and changes we are taking to protect everyone during this time: 

Returns: Since the WHO has stated COVID-19 may persist on surfaces for a few hours or up to several days, our incoming returns will not be processed until 4 days after arrival to our shop. After that, please allow the standard 5-7 business days for your return to be processed by our team as stated in our original return policy.

Defects or Damages: In addition, we are extending the “Defects or Damaged Item” notification period to 2 business days to allow customers to safely follow a wait period as well. 

    Effective 11/12/2020 and until further notice for the above changes. 

    Returns

     

    • Items can be returned within 5 days of delivery for US customers and issued a refund in the form of a MPAKs e-gift card. We will send you an email with the details of your processed return immediately and it can be used on any future purchase and never expires. *international orders are given 30 days to return.
    • Items received must be in original condition- clean, unworn, unwashed, with all tags attached. Any pet hair or stains including deodorant, makeup, tanner or lotions will not be accepted.
    • Your return label cost will be automatically deducted from your credit. Any shipping cost paid on the original order is nonrefundable.
    • If you return is ineligible and doesn’t meet requirements listed for a return, it will incur a 25% restocking fee or sent back to you. Returns older than 15 days will be rejected
    • After the additional 3 day waiting period due to COVID-19, we will process all returns in 7-10 business days.
    • MPAK is not responsible for lost or stolen packages.
    • Custom orders cannot be returned 

    Shipping Your Return

    • Print your prepaid shipping label provided to you in the email. The cost of return shipping will be deducted from your MPAKs e-gift card. By providing you with a prepaid return shipping label, it saves you up to 50% off on the label costs if you were shipping a return personally from UPS or USPS counter rates and also you don’t have to pay for the cost upfront.
    • You must include your original packing slip in your return package. If you no longer have it, please include information for your order including your name and order number.
    • Please package your return carefully to ensure it stays protected during shipment.

    Exchanges

    • NO EXCHANGES ACCEPTED


    Defects or Damaged Items 

    • Upon delivery of your order, please inspect all items immediately. Any issue with your order must be submitted within 2 days of receiving your order and it can be submitted.
    • Once the issue is submitted, you will receive an email with steps to continue to resolve your issue.
    • If you have processed a request for a defected or damaged item, please wait for confirmation before shipping back your items.
    • If a defect is found after the 2 day window, the order may incur a 25% fee. We are unable to offer compensation on a defected or damaged item if it is longer than 2 days time and it must meet all return requirements listed above. Including being unworn, unwashed and with tags.

     

    Please note, each item is professionally photographed to ensure accurate colors, patterns and measurements to the best of our ability. Although the display could vary between different devices. Items with slight variances are not considered defective as each item may be unique in pattern or color.

    Order Cancellations, Alterations or Shipping Upgrades

    To cancel, alter or change shipping of an order you must email thempakfamily@gmail.com within 2 hours of placing your order. Please be sure to include your order number in your cancellation email. Cancelations, alterations and shipping upgrades can only be completed during standard customer service hours (Monday-Friday 8:00am-2:00pm). A cancelation, alteration, or change of shipping request received outside the 2-hour window or outside regular hours have the potential to ship out per the original shipping guidelines.

     

    Customized Items cannot be cancelled. Please review sizing information as sizing issues will not be honored. Once order is placed it cannot be cancelled. 

     

    Final Sale

      • As stated during sales, purchases that are FINAL SALE and can NOT be returned or exchanged. All FLASH SALE  purchases are FINAL SALE as well and can NOT be returned or exchanged. 

      • Items must be received in original condition - unworn, unwashed, with all tags still attached. 

    Policy updated and effective 11/12/2020