FAQ
Orders
I placed an order but haven't received a confirmation.
Check spam and promotions folders. If it’s not there, contact support with your name and the email used at checkout.
Can I change or cancel my order?
Depending on when you placed your order, please contact support as soon as possible. If the order is already in fulfillment or in transit, it cannot be modified or cancelled. In either case, please reach out to support for guidance.
Do you offer preorders?
Yes, when available, preorders are clearly labeled on the product page with an estimated ship window. Estimated windows are projections and may shift.
Shipping
Where do you ship from?
Orders ship from fulfillment partners based on inventory availability. Currently, Canada and U.S. orders ship domestically.
When will my order ship?
In-stock orders typically ship within 3–5 business days. Holiday and peak seasons may extend processing times.
How do I track my order?
After an order is proceeded, a shipping confirmation email including tracking information will be sent to your inbox. If you haven't received an Order Confirmation or tracking information after 3 business days, please reach out to support.
Do you ship internationally?
Yes, currently to the UK, EU, Australia, and New Zealand. International shipping taxes, duties, and VAT will apply.
Will I pay duties or taxes on delivery?
Applicable taxes are calculated at checkout where required. For customers in the U.S. and Canada, will not need to pay import duties or fees. For all other international customers, import duties and taxes may apply depending on destination rules and are typically collected on delivery unless stated otherwise at checkout.
Materials & Care
How do I clean my gear?
First, try hand-washing with warm water. If needed, spot clean with a soft cloth, mild soap, and warm water. Air dry fully before storing.
What should I avoid?
Avoid bleach, harsh solvents, machine washing, and tumble drying. Also avoid abrasive scrubbers as they can damage the fabric finish. Use a soft cloth or sponge.
Returns & Refunds
What is your return policy?
Returns are accepted within 30 days of delivery for unused items in original condition, with original packaging. Returns are processed manually so please reach out to support for guidance on approval and exact process.
Do you offer exchanges?
Unfortunately, not at this time. However, if you the best process is to 1. Return the item under the return policy, where a Refund may be issued and 2. Place a new order. Please contact support for guidance on approval and process.
How do I start a return?
Contact support with your order number and the item(s) you are returning. Return instructions will follow.
When will I receive my refund?
Refunds are issued to the original payment method after the return is received and approved. Processing times are generally issued within 5-10 business days of refund approval. However, exact processing times also vary by payment provider and bank.
Can I return items from different orders in one box?
Please return each order separately to avoid processing delays.
Warranty
Is there a warranty?
Yes, we stand firmly behind the quality of our products.
MarluMob products are covered against manufacturing defects in materials and construction. Please contact support if your product arrives damaged and we will be happy to help. Read our full Warranty Policy here.
What isn't covered?
Normal wear, accidental damage, misuse, and unauthorized modifications or repairs.
How do I file a warranty claim?
Contact support with your order number, a description of the defect, and supporting photos.
Contact
How do I reach support?
Please fill out the form below.