Frequently Asked Questions (FAQs)
1. Orders and Modifications
Can I cancel or modify my order?
Yes, but you must act quickly! Because we produce every item to order, our production process starts very fast. You have a 6-hour window after placing your order to request a cancellation or change (address, size, design).
Please email us immediately at support@macdilo.com with your order number.
*After 6 hours, your order is locked in production and cannot be changed.
I placed an order but didn’t receive a confirmation email.
Please check your Spam/Junk folder first. If you still can’t find it, you may have entered your email address incorrectly during checkout. Contact us, and we will fix it for you.
2. Shipping and Delivery
How long will it take to get my order?
| Destination | Handling Time (Production) | Transit Time (Shipping) | Total Estimated Delivery |
|---|---|---|---|
| United States and Canada | 3 – 5 Business Days | 7 – 10 Business Days | 10 – 15 Business Days |
| International (UK, AU, NZ) | 5 – 10 Business Days | 10 – 15 Business Days | 15 – 25 Business Days |
How do I track my package?
Once your order is shipped, we will email you a Tracking Number. Please allow 1-3 days for the carrier to update the tracking status in their system.
My tracking says “Delivered” but I don’t have it.
Please check around your mailbox, porch, or with neighbors. Sometimes carriers mark packages as delivered a few hours before they actually arrive. If it’s been more than 24 hours and it’s still missing, please contact us.
3. Returns and Refunds
Do you accept returns?
Because our products are custom-made specifically for you, we do not accept returns for “change of mind” or incorrect size selection.
However, if your item arrives damaged, defective, or if we sent the wrong item, we will issue a Full Refund or send a Free Replacement.
Do I need to ship the defective item back to you?
No! We have a “Hassle-Free” policy. If you receive a defective item, you do NOT need to return it. Just send us a photo of the problem to support@macdilo.com, and we will resolve it immediately.
4. Payments
What payment methods do you accept?
We process payments securely via PayPal.
Is my payment information safe?
Absolutely. We do not store any credit card information on our servers. All transactions are encrypted and processed by PayPal’s secure gateway.
5. Still have questions?
Business Address: 213 Pinon Ave, Pinole, CA 94564, United States
Email Support: support@macdilo.com
Customer Support Hours: Monday – Saturday, 9:00 AM – 5:00 PM (Pacific Time)
Our online store is open 24/7 for your shopping convenience.