Customer Care

Handcrafted Items | Checking Out | Shipping Time | Payment Options | Phone Orders | Order Changes | Order Tracking | Damage | Returns | Security | Cookies | Privacy

Handcrafted Items
Every item that we sell has been handcrafted by skilled African artists. Many of these artisans use indigenous techniques and continue to work with simple hand tools. As a result, there may be minor variations from piece to piece. Though we make every effort to display each item as realistically as possible, the item you receive may be slightly different than what is pictured. These subtle differences enhance the beauty and value of each piece, ensuring that your purchase is truly one of a kind. If you have any questions about a particular item, please feel free to contact us by using the link at the bottom of the page.

Checking Out
Once you have everything in your cart and the quantities are updated, click on the button to complete the order. You must fill out all of the required fields on the order form for it to be processed. This section will provide the total amount due for your order including shipping, handling, and taxes.  All orders under $50 will be charged an additional $7.50 to compensate for shipping costs.  Orders including large items such as a One of a Kind sculpture will incur additional shipping charges.  A customer service representative will inform you of this cost before shipping.

Shortly after completing your order you will receive an email verifying the quantity of each item ordered, the total purchase amount, and the address where the order will be shipped. If there are any mistakes, please send an email to us immediately to correct any discrepancies before the order is shipped. We are generally able to ship orders within 3 to 5 business days. Please make sure that you send us the correct shipping and billing address information!

How long will it take to ship?
Generally, we will be able to ship your order within 3 to 5 business days. Occasionally, some items may not be available immediately. Since all of our products are handmade in Africa, it can take up to two months to replenish our stock. In the case that you have ordered an item that is out of stock, we will contact you to let you know when we expect to receive the item. We will not charge your credit card for the item until we ship it to you. We will also gladly substitute a similar item or cancel the item from your order if the wait is too long.

Payment Options
We currently accept Visa, MasterCard, and American Express. At this time we do not accept money orders or personal checks. If you are uncomfortable submitting your credit card information online, you may phone us toll free at 1 800 684 5429 (Monday through Friday, 9 AM - 5 PM EST).

Phone Orders
Orders can also be placed by calling customer service at 1 800 684 5429. Our office hours are Monday through Friday, 9 AM - 5 PM EST.
To expedite your order, please have the following information ready:

• Item names, product numbers and quantities
• Credit card information
• Full name, shipping address, and phone number
• Billing address, if different from shipping address
• Email address (if applicable)
  

Changing or Canceling your Order
To cancel or make changes to an existing order, please email sales@mbare.com or call customer service toll free at 1 800 684 5429. Changes or cancellations can only be made prior to shipment of the order. Since we generally ship orders within 1-2 days of receipt, please notify us as soon as possible to request a change or cancellation.

Tracking your Order
Shortly after your order is shipped, you will receive an email containing your invoice. This email will also contain the Federal Express Tracking Number for your order. You can then track your order by going to www.fedex.com/us/ and typing this number into the TRACK box in the center of the page. If you have any difficulties tracking your order, please feel free to contact us by email at sales@mbare.com or by calling us toll free at 1 800 684 5429.

Returning an Item
At MBARE.COM, we are committed to providing excellent customer service. We are sure that our products will make beautiful additions to your home or business. However, should you need to return an item, we want to make the process simple and convenient. Please read the directions below to help us process your return quickly.

Damaged Items

• You must contact us within 10 days of receiving your order. You may email us at sales@mbare.com or call us toll free at 1 800 684 5429.
• Keep all original packing materials. Don't throw out the box or any of the padding material, such as peanuts or paper. If these items are discarded we may not be able to issue a refund. We will send you a return label at no cost that you can use to return the broken items to MBARE.COM. Please pack the item(s) carefully in the original packing material.
• If we can replace the item, we will send the replacement within 2-3 business days after you contact us. If we cannot replace the item, we will provide a full refund, including any shipping costs. If the item is backordered, we will provide an estimated time of arrival and let you choose between a refund or a replacement.

Returns Due to Incorrect Item or Quantity Shipped

• If we sent you the wrong item or wrong quantity of an item we will send you a return shipping label at no cost that you can use to return the item(s) to MBARE.COM.
• Please pack the item(s) carefully in the original packing material.
• Simply call FedEx and they will pick up the package at no charge to you.
• We will ship the correct item(s) within 2-3 business days after you contact us.

All Other Returns

• You may return an item(s) within 30 days of receipt in its original condition. Items returned after 30 days are subjected to a 15% re-stocking fee.
• You must provide shipping costs for returns.
• You should select a shipping service that allows you to track packages (DHL, UPS, FedEx, USPS) and ship the item to us yourself. In the event that a package is lost, you must provide tracking information. If you cannot provide tracking information, we cannot issue a refund.
• You must safely pack the item with the original packing material, regardless of return method. If a return or exchange item is damaged due to poor packing, we cannot issue a credit or refund. For this reason, we strongly recommend insuring the returned item for its full retail value.
  

Secure Ordering and Processing
We take credit card fraud very seriously at MBARE.COM. When we receive an order, our address verification software matches the credit card number to the name, complete address and zip code of the cardholder. If there is any discrepancy the card is not charged and the customer is notified to resolve the situation. You can rest assured that not only are we committed to preventing credit card fraud and protecting information you submit while shopping with us, but we also do everything in our power to prevent the attempted use of stolen credit cards on our site.

Cookies
A cookie is a small amount of data, which often includes an anonymous unique identifier, which is sent to your browser from a web site's computers and stored on your computer's hard drive. Each web site can send its own cookie to your browser if your browser's preferences allow it, but (to protect your privacy) your browser only permits a web site to access the cookies it has already sent to you, not the cookies sent to you by other sites.
When you log in to a web site, a cookie is stored with your information that allows you to access your personalized settings for a particular site. If you have cookies disabled you may experience difficulty when trying to place an order at MBARE.COM. You can configure your browser to accept all cookies, reject all cookies, or notify you when a cookie is set. (Each browser is different, so check the "Help" menu of your browser to learn how to change your cookie preferences.)

Privacy
Mbare, Ltd. values its customers and respects your privacy. We collect customer information in an effort to improve your shopping experience and to communicate with you about our products, services, contests, and promotions. Mbare, Ltd. recognizes that it must maintain and use customer information responsibly. We do not sell or rent the information you provide to us online to third parties.