FAQs

      FAQs

      Shipping Policy

      We strive to ship orders on a timely basis, unless an item is on backorder.  We manufacture in the United States and will do our utmost to replenish stock and ship as quickly as possible. If for any reason, we cannot fulfill your order, we will contact you and offer you another item choice.

      We ship domestically (within the continental U.S. only) primarily via UPS Ground and USPS Priority and Express. Please note that UPS does not ship to P.O. boxes.

      Shipping totals are calculated on our checkout page.  Moncalin does not add handling fees: all shipping fees are calculated from the specific carrier.

      Moncalin is not responsible for incorrect addresses entered into the shipping form.  Once the package leaves our facility, the shipping carrier ( UPS/USPS) is responsible for delivery.  Further, Moncalin is not responsible for lost or stolen packages once the package leaves our warehouse.

      Return Policy

      At Moncalin we want every customer to be happy with their purchase, we will exchange your purchase  or give you a store credit (shipping costs are excluded) within 10 days of receiving your order. In order to process a return or exchange, all Items must be returned in their original condition.

      Exchange/Return Policy

      • E-mail your exchange/return request toreturns@moncalinusa.com  Be sure to include your name, shipping address, and phone number in the e-mail. In your e-mail, please specify if you would like to exchange the product for equal value or take the store credit. If you would like an exchange, please let us know what item you would like to exchange it for.
      • We will e-mail you a RA#, this must be written on the outside of the box, otherwise it will be refused.
      • Returns/exchanges must be processed within 10 days of purchase
      • In the returned package, please include a copy of the original invoice or packing list.
      • Return items to:

      Moncalin USA

      The following items are not eligible to be returned/exchanged:

      • Any product purchased at a retail location (Please contact the store the item was purchased from for their return policy)
      • Items that have been personalized/monogrammed  (unless defective)
      • All Sale Items or items that have been discounted for final sale.
      • Any item that has been washed or altered in any way.

      All packages sent to us must be sent prepaid via UPS or USPS, must have a tracking number or delivery confirmation.  We are not responsible for items that are shipped to the wrong address.

      Payments

      Moncalin accepts Visa, MasterCard, Discover and American Express.

      Disclaimer

      There may be a color discrepancy from the image to the actual color of the items we sell. We do our best to represent the truest color of the item , however, there will still be a degree of variance due to the different browsers and monitors, some color variances may appear.

      Questions

      Please let us know if you have any questions or comments about products, where to buy, tradeshows or purchasing wholesale. Email us atinfo@moncaliusa.com  Our customer service hours are Monday through Friday, 9-5 EST

       

      Wholesale Inquiries/Policies

      RETAILER/TRADE INQUIRIES: Moncalin welcomes all interested reps/retailers and if you are a brick and mortar store and would like to carry our products please click the Wholesale icon at the bottom of our webpage and e-mailsales@moncalinusa.com   In the message box please list your tax id, store name, phone number, address and contact person, email etc.  Also please list your top gift/plush lines you carry in your store or represent.

      NEW ACCOUNTS: Are all pre-paid by credit card or certified check.

      MAP POLICYis as follows: In order to promote fair competition across our retail outlets, we have a Minimum Advertised Price (MAP)  policy in effect.  All Moncalin products must, at a minimum, have an advertised price as noted for each item in our line sheet/catalog.  Moncalin reserves the right to refuse orders from retailers who have a promotional strategy, or who fails to adhere to our policy.

      LOCATIONS policy is as follows: Moncalin products may only be sold in stores and/or websites that have been approved in advance by Moncalin local representatives and Moncalin corporate office.  If you maintain multiple store locations, physical storefront or internet, each location is subject to approval by Moncalin corporate office prior to the sale of any Moncalin products from that location.

      SALES TO WHOLESALE CUSTOMERS: Moncalin product is sold for retail only.  Moncalin reserves the right to refuse orders from locations that have not been approved for resale.  Moncalin reserves the right to stop doing business with any wholesale customer at any time without reason. Buyer agrees that all orders are confirmed and cannot be cancelled.

      WHOLESALE SHIPPING: All wholesale orders ship via UPS Ground, The cost of shipping will be added at time of shipment to ensure an accurate quote.

      PAYMENT TERMS: We accept Visa, Master Card,  Discover, American Express, certified checks and ACH deposits.  

      RETURNS AND CLAIMS: No returns without prior authorization and RA# from the manufacturer.  Returns only for damaged goods, customer has 5 days from  receipt of goods to report any defects or damages.

      PRICING DETAILS:  All pricing is listed on the attached line and is subject to change without notice.  All products must be at minimum keystoned.  $300 minimum order/$150 minmum for Re-order Wholesale orders.

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