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FAQ

Got a question? New to low-impact living? We’re in this together!

Not seeing your question here? Email us at customerservice@marleysmonsters.com

 

Products


Q: Where are your eco-goods made?


A: Our handmade fabric and wood products are made in Eugene, Oregon, USA. All products are made with domestic and imported materials. We also carry third party products to provide a range of complimentary eco-goods to help you live a sustainable lifestyle. These products are sourced from domestic vendors and are made with domestic and imported materials.


Q: What materials are your products made with?


A: Most of our products are made from 100% cotton flannel with polyester thread for durability. We use cotton because it is compostable, durable, soft and absorbent. 100% Organic Cotton is also available for some items. We strive to source natural and sustainable materials for all our products, and in cases where there are no natural options, we use what is available to create the best quality, long-lasting reusables to save you money and reduce our collective impact.


Q: How absorbent is your cotton fabric? I.e. UNpaper® towels/facial rounds/wipes/etc

A: We do not pre-wash our fabric, so it is least absorbent when first used, but cotton flannel gets thicker and more absorbent after a few washes. For UNpaper® towels, they cling better once the fabric has had a chance to pill.


Q: How do I wash/care for my cloth reusables?


A: For best results, wash cold with like colors and tumble dry low or air dry. All fabric items last longer when washed by hand, but don’t be afraid to toss them in the washing machine for a more rigorous clean.   

We love our colorful prints, but every dye lot (batch of fabric) is different, and sometimes prints can ‘bleed’, meaning the dye can leach out of the fibers in the wash. To prevent color transfer onto other laundry, we recommend washing a few times with like colors on warm to set the dyes in the fabric. Although not necessary, drying on low heat will also speed up the dye setting process.


Q: What’s the difference between UNpaper® towels and cloth wipes/napkins?


A: Size! Our UNpaper® towels and cloth wipes are both made from super soft and absorbent 100% cotton flannel with serged edges to prevent fraying. UNpaper® towels are approximately 12x10 inches and our cloth wipes are approximately 7X8 inches.


Q: My UNpaper® towels are pilling, is that normal?


A: Pilling is totally normal. That is exactly how cotton flannel washes and what helps our products to function better. As they pill they gain texture which helps with cleaning, absorption and cling. If you believe they are pilling beyond normal, please send photos to customerservice@marleysmonsters.com with your order number.


Q: What if the colors/prints I ordered don’t look exactly like the listing photo?


A: Colors will vary slightly from computer/mobile device screens. Due to variations in monitor resolution, digital photography and fabric dye lots, we cannot guarantee colors or prints will look exactly as they did on your screen in real life.

 

Ordering


Q: How do I customize/find print options?


A: You can find our available prints and colors HERE. Select ‘custom’ from the style drop down menu on the product listing and leave your print choice in the comment box. For listings without this option, leave your print choices in the note section at checkout.


Q: I forgot to choose custom prints! Can I give my print choices later?


A: Yes! If we see that print choices are missing from your custom order, we will email you right away (check your spam folder!) and you can email us at customerservice@marleysmonsters.com with your print choices.



Q: I accidentally chose ‘Surprise Prints’ but want to customize, can we fix that?

A: Yes! As long as your order is not in process, we can upgrade you to custom.

Email us at customerservice@marleysmonsters.com with your order number and we will invoice you for the associated custom upgrade fees. Please note that it may still say ‘surprise prints’ on order notifications, but the order is custom and will reflect that on the physical invoice included with your package.


 

Q: I forgot to add something to my order, can I add it now?


A: Once the order has begun processing we cannot add to your order. If you’d like us to cancel your order and issue you a full refund so you can place another order Email us at customerservice@marleysmonsters.com with your order number and we will work with you to find a resolution.


Q: Can I cancel my order?


A: Yes, as long as it has not begun processing/has not been shipped. Just email us at customerservice@marleysmonsters.com with your order number and we will check your cancellation eligibility.


Q: I just made a second order, can I combine my orders?


A: We do not combine orders. If you’d like us to cancel both orders so you can order place a single order with all your desired items, please email us at customerservice@marleysmonsters.com


Q: Can I combine my gift card/coupon with free-shipping?


A: Only one coupon code is allowed per order. Codes cannot be combined, this includes; rewards points vouchers, discount codes, gift cards and free-shipping. Gift cards can be purchased with a coupon, but they cannot be used in addition to a discount code.

 

Q: I got my order but my item was damaged, what can I do?


A: Damages must be reported within 48 hours of delivery. Please send us a picture of the damage along with your order number to customerservice@marleysmonsters.com so we can file a claim with the postal service. Please also include photos of your package with the product, box, packaging, and invoice in view in order for us to get an idea of how the damage occurred.


Shipping


Q: What kind of packaging do you use/how do you ship your products?


A: We ship plastic-free, always. All orders are packed using recyclable paper or fabric products as padding (i.e. the washable sponge you ordered will help protect your glass straw!) and paper packing tape. All of our products are packaged with recyclable cardstock with acid-free ink.


Q: What are your shipping rates?


A: Shipping is automatically calculated at checkout and is based on weight and destination of the package.* You can preview different shipping options before you place your order. 

INTERNATIONAL SHIPPING: Shipping does not include international import taxes, duties, customs or VAT fees. Please check with your local customs/import office prior to ordering to avoid surprises.** 

*We do not control shipping rates as they are set by the respective postal services.

**We are not responsible for additional charges due to customs, import taxes, duties or VAT. 


Q: Do you ship to my country?


A: Yes, we ship all over the world. We currently ship to over 120 countries and we'd love to include your country too!

If you know your country has specific shipping requirements (ex. Packing slips on the outside of the box, etc), please leave us a note at checkout and email us at customerservice@marleysmonsters.com with details.


Q: Do you have distributors?


A: No. We ship directly to customers and wholesale clients from our main location in Eugene, but we do have retailers across the world. To save on shipping and support local, check HERE to find the closest retailer near you. Not seeing anyone carrying Marley's Monsters in your town? Encourage your favorite shop to apply for our wholesale program!


Q: I received my order and an item was missing, what can I do?

A: Please email us with your order number and photos of your package (exterior and interior packaging, contents and the invoice in view) to customerservice@marleysmonsters.com and we will work towards a resolution.

 

Q: My order says it’s been delivered but I haven’t received it. What can I do?


A: Sometimes this happens with postal services and it always ends up arriving a few days later. Typically it's because the package was scanned in wrong. If you still don't see it, here are some steps to follow:

  • Verify the shipping address is correct on your order
  • Call your local post office. They often have more accurate details on the delivery, like how and where it was left
  • Ask other household members if they have seen it or with neighbors to see if it was delivered to them by accident

If your package still has not arrived, email us at customerservice@marleysmonsters.com with your order number.



Rewards Program


Q: I forgot to login to my account when I placed my order, can I get those points?


A: Unfortunately, points can’t be added to your account after making a purchase, so make sure you’re logged onto your account before browsing so you don’t have to remember later.


Q: I just signed up for an account, but the points aren’t showing up?


A: Try waiting a bit and refreshing, and if they don’t show up you might have to wait for your account to register in our system. New accounts may have a slight delay from when you sign up to when they start counting points, but once it is fully verified you’ll receive the “sign up” points. Points for other actions may take up to 3 business days.


Q: I forget to apply my voucher code, is there a way to apply the discount retroactively?

A: No, we don’t apply discounts after the order has been processed, but if you’d like to cancel your order email us at customerservice@marleysmonsters.com with your order number and we will determine if it is eligible for cancellation.


Q: Can I use my rewards voucher with free shipping?


A: Rewards vouchers cannot be combined with other discounts, including free shipping and gift cards. The code FREESHIP50 can be used anytime your order is over $50, whereas rewards vouchers can only be used once for money off your total purchase.


Collaboration

Are you interested in collaborating with our sustainable business?

Email us at marketing@marleysmonsters.com