At Mack Is, every piece is crafted uniquely for you. This commitment to custom creation ensures high quality but limits our ability to accept returns for size preferences.
Refund and Returns Policy
Overview
Because all our products are custom-made on-demand specifically for you, we do not keep inventory. Therefore, we generally cannot accept returns or offer exchanges for reasons of buyer’s remorse, such as choosing the wrong size or color. Please double-check our size charts on each product page before placing your order.
Damaged or Mislabeled Items
We take great pride in the quality of our products. If you receive an item that is misprinted, damaged, or defective, we want to make it right.
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Reporting Issues: Please contact us at iam@mackis.com within 30 days of receiving your product.
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What to include: To help us resolve this quickly, please include your order number, a clear description of the issue, and photographic evidence of the damage or misprint.
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Resolution: Once the issue is verified, we will arrange for a replacement to be sent to you at no additional cost.
Lost in Transit
If your tracking information indicates that your package was delivered but you have not received it, or if it has been lost in transit, please contact us at iam@mackis.com within 30 days of the estimated delivery date. We will investigate the shipment and work to resolve the issue.
Incorrect Address or Unclaimed Packages
If you provide an address that is considered insufficient by the courier, the shipment will be returned to our fulfillment facility. You will be liable for any reshipment costs once we have confirmed an updated address with you.
If a package goes unclaimed, it is returned to our facility. Please note that unclaimed shipments are held for a limited time, after which they may be donated to charity. We are not responsible for reshipment costs resulting from unclaimed packages.
Non-Refundable Items
Certain goods are exempt from being returned due to health and hygiene reasons (such as face masks) or because they are custom-personalized.
Need help?
If you have any questions regarding your order or our policies, please reach out to us at iam@mackis.com. We are here to help!
