Madlax.com Customer Service Support
Madlax respects your privacy and we take it extremely seriously. We recognize that it costs more to obtain a new customer than to keep a present customer. And, we take great pride in being honest, fair, respectful, and courteous to each and every customer. We will not rent, sell or exchange your email address. We do not collect any of your personal information unless you provide it to us. Any information that you provide to us will only be used to better serve your needs and to make your shopping experience more complete.
SAFETY AND SECURITY POLICY
Our website is 100% safe, guaranteed. When you use your credit card to shop at Madlax.com, rest assured that the transaction is completely safe. Our servers use Secure Sockets Layer (SSL), an advanced encryption technology that works with all browsers. This technology safeguards your personal information and ensures your complete privacy.
If you would still prefer to telephone us with your credit card information, you can call us at (703) 821-7775.
An order for an item that is temporarily out of stock is called a "backorder." When you place an order for an item on backorder, we will ship the item to you via our regular ground shipping as soon as it becomes available. If you order multiple items and only one item is backordered, we ship what is in stock and then the backordered item later. You will be notified via email of a backordered situation. You may cancel an item on backorder at any time before it ships after receiving the email notification. You do not pay additional shipping for backorders. In regards to an international order, we can only ship one package per international order. If your order consists of several items, one or more of which are on backorder, we cannot ship the in-stock items until the backordered items become available. If you want to receive your in-stock items right away, you must remove the backordered items from your order and re-order them when they are in-stock.
LOW PRICE POLICY
We have the lowest pricing in the industry. If you have found a lower price from one of our online competitors, send us an email at email@example.com with a link to the advertised price and we will match it. The product must be in stock and identical item to one offered at a lower price elsewhere.
STANDARD DELIVERY POLICY
All Madlax.com orders are processed between 8am and 4pm (EST), Monday through Friday. If we receive your order by 1pm Monday-Friday and the item is in stock we will ship that same day so you could receive a next day shipment the very next day! As long as we receive your order within our processing time and the items that you order are in stock, all orders will be shipped within 24 hours. Regular ground shipping takes from 1 to 6 business days, depending on your distance from us (within the continental U.S.)
GROUND SHIPPING RATES
* All purchases totaling $99 or more qualify for FREE ground shipping except all training or heavy (special delivery equipment like goals, rebounder walls, etc...) Otherwise, UPS Ground Shipment fees range from $4-$15.
2 Day SHIPPING POLICY
You can upgrade to 2 Day Shipping for an additional $10-$30 onto the Regular Ground shipping rate and have your items delivered within two business days, provided that we receive your order before 2pm (EST). For 2 Day Shipping to AK, HI, or PR add $15.00 to the Regular Ground shipping rate.
1 Day SHIPPING POLICY
You can also order overnight shipping for an additional $16-$50 onto the Regular Ground shipping rate and have your items delivered the next business day, provided that we receive your order before 2pm (EST).
** For Express Shipping to AK, HI, or PR add $25.00 to the Regular Ground shipping rate.
International customers will be required by their country to pay duties and taxes before they receive their package. These rates vary by country. Please take note of this extra cost, as it is not included with your Madlax merchandise and shipping charges. We will contact you via email if additional fees are required to ship. International Express typically takes 3-4 more business days to reach our customers after the order leaves our warehouse. If you have any questions about international orders, please e-mail us at firstname.lastname@example.org.
We are dedicated to your complete satisfaction. We provide sizing charts, however if you are still unsure about your size, simply send us an email at email@example.com. We also offer No Risk Returns on our products, so if you do happen to purchase the wrong size you may simply return the unused item for an exchange or refund.
NO RISK RETURN POLICY
All the products we sell are selected by professionals, players and coaches, thus we truly believe you will be pleased with the products and services we provide. We understand, however, that occasionally you may have to return something to us for a variety of reasons and to make it easier we have a no risk return policy. If you are not completely satisfied with an item's fit or performance, simply return it to us within 30 days for an exchange or online credit.
All items must be returned in their original condition and if sold as a set (i.e. warm-up pant and jacket) it must be returned as a set. Almost all items that have been worn outside (especially shoes) will show signs of wear and will no longer be in original condition, thus it is important to try everything on indoors or we cannot accept or process your return. If we sent you the wrong item in error, we will, of course, pay the shipping costs. There are no returns allowed on any customized items (i.e. most helmets), videos, or CD's with opened packaging or wrapping. To return an item, enclose your original packing invoice. If you no longer have your invoice, you can use a sheet of paper, but be sure to include all your relevant contact information. Send your package back via UPS or insured US Mail, and keep your record of the shipment. We cannot accept responsibility for return packages lost in the mail and we do not accept packages sent C.O.D. We offer free ground shipping on exchange items.
FREQUENTLY ASKED QUESTIONS:
Where do I send Returns?
Please ship your return package either UPS or insured US Mail (remember to keep your receipt and tracking number) to:
1345 Chain Bridge Road
McLean, VA 22101
(We cannot be responsible for packages lost en route to our company.)
Please understand that we cannot accept COD's or packages marked "Bill Recipient" and please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit. All refunds will be for merchandise only, we cannot refund shipping costs unless the item was sent in error.
For information regarding returns of Goals or Large Field Equipment please see below.
Even special order items sent to you directly from the manufacturer should be returned to the address above.
You can use a sheet of paper to include all relevant order and contact information including a daytime phone number. Items returned without a note or explanation may take longer to process.
What if I receive the wrong item?
Please contact a customer service representative at 703-821-7775 or via email at firstname.lastname@example.org, so that they can fix the error and get the correct item shipped out to you. We ship all exchange orders back to you with FREE Ground Shipping in appreciation of your business and patience with us.
If I receive a defective item, what is the return procedure?
Every item that we sell meets our highest standards for quality and performance. Many of the items we sell require special care because of the materials they are made of (leather, latex foam, ortho glass, performance fabrics, etc). It's our experience that through proper care and normal use almost all defects for apparel and footwear will be evident in the first 10 days after the purchase. For this reason you may return any defective item within 10 days after the date of purchase for an exchange or full refund. You may also notice that some non-apparel and non-footwear items have extended warranties that will be honored during the life of their guarantee.
We also recognize that in extreme circumstances, an item you have owned for more than 10 days, even one that does not show excessive wear or maintenance neglect, may truly be defective. Our goal is to honestly evaluate every return and make a reasonable decision on every claim.
What if I need to return Goals or Large Field Equipment?
Most of the goals and large field equipment we sell is shipped directly from the factory. These items require special handling and shipping instructions in the event they need to be returned. Please call to get details on how to return new or defective goals or large field equipment. (A 15% restocking fee may apply.)
How long will it take for my Return/Exchange to be processed?
Returns are usually processed within 1-5 business days after they arrive at our location.
Thank you for shopping with Madlax
Madlax.com Customer Service Support