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Monarch & Milkweed Merchandise
Customer Service
If you have any questions about ordering, or experience any technical problems with the online shopping cart, please contact us via e-mail, phone, or fax and someone will respond within 24 hours. We do our best to respond promptly to all inquiries.
Fax: 253.399.4677
Voicemail: 618.571.1330
E-Mail: customer service
Location
We are located in Pinckneyville, Illinois. Most items ship from our location in Illinois, with the exception of butterfly wing jewelry items which ship directly from the artist.
Payment Methods:
We accept Visa, Mastercard, American Express, Discover, PayPal, personal checks and money orders. The transaction will appear as a charge to Milkweed Cafe on your credit card or PayPal account statement.
We do not accept international money orders or checks that are not issued by U.S. banks.
Privacy Policy
We only collect the information that is necessary to process your order and payment: your name, address, phone, email and shipping address (if different from billing). This information is only used for shipping and billing purposes and is not shared with any other organization. Your email address is used to contact you regarding your order and to send you promotional information if you so choose.
Shipping Information
Online & faxed orders for in-stock, non-custom items are usually shipped within 3 business days after credit card approval is obtained or PayPal payment is received. Orders placed by postal mail are shipped within 3 business days after the order and payment are received. We reserve the right to allow time for personal checks & money orders to clear the banking system before shipping orders paid by these methods.
Custom orders will take longer to ship due to the nature of these products. We will notify you about a shipping date for Favor Garden items and Butterfly Wing Jewelry after the order is received. You will first receive an automated receipt...a personal e-mail confirmation will follow within 24 hours.
We ship via US Postal Service Priority Mail unless you specify US Postal Express. Priority Mail orders usually arrive within 2-3 business days after leaving our shop, so you can expect to receive your merchandise within about a week under normal circumstances. Please provide a post office box number if that is used for your postal mail arrival.
Please note that the US Postal Service does not guarantee date-specific arrival of Priority Mail packages, so we cannot guarantee date-specific arrival with those shipping methods. The arrival-date guarantee for US Postal Express date-specific arrival extends only to the cost of the shipping, not to the value of the contents.
We ship to the address specified by the customer. If the address given to us is incorrect, resulting in a returned package, we can only re-ship to a corrected address if the postage is paid by the customer. We can refund for the items purchased, but will deduct the shipping cost of the package(s).
We are not responsible for any package that is misdelivered due to an incorrect address provided by the customer. We will ship to the exact address provided on your order form. Please make certain that all necessary information is included.
International Shipments
We can only guarantee to ship by the promised ship date. Because many packages can be detained in customs or take longer than anticipated to deliver after clearing customs, we cannot guarantee date-specific arrival. Global priority can take up to two weeks to arrive if there are no delays in customs or in your local delivery service. Global Express has been a very reliable 3-5 business day delivery service, but is also subject to customs delays and delays by your local postal service. Please keep this in mind when ordering anything that is to be shipped internationally.
On occasion, we may be temporarily out of certain items, and shipping may be delayed by a few days. This is usually not the case. If your order is needed by a certain date, please e-mail customer service after you place your order, or indicate this in the shipping instructions box you will find during the check-out process and we will notify you if it cannot be filled right away.
If you prefer that we use Federal Express, please e-mail to the address above. We will be happy to accommodate that request, and will add the additional FedEx charge to your order total. Please make sure that a physical address is given for any FedEx shipments. FedEx does not ship to p.o. boxes. FedEx charges a $10.00 fee if address correction needs to be made while delivering a package. We reserve the right to charge this fee to your account if the address provided to us is incorrect or incomplete. Please make sure the address given is complete and accurate - provide floor number or suite/apartment number if appropriate.
Any taxes, duties, or fees for international shipments are the responsibility of the customer.
Shipping & Packaging Charges
Shipping & packaging charges are automatically calculated by the shopping cart according to the weight of the packaging & contents and the geographic shipping distance.
Please read the information under Shipping also.
Returns
If you are not satisfied with any product, you may return it for a refund or replacement within 30 days of purchase, excluding live items and favor garden items - please see below. All items must be complete, in their original packaging, and in like-new condition in order to be returned. Shipping charges are not refundable - unless we have made an error - see below.
Please contact us for return instructions.
Live Caterpillars & Insect Kits
Insect kits for which the certificates have been redeemed cannot be returned for a refund. If there are any problems with the condition of the larvae on arrival or their development as per the individual guarantee enclosed with your order, please contact the supplier whose contact information is included with your shipment.
Guarantees/replacements/certificate fulfillment of live adult insects & larvae will be handled by the suppliers of the insects/larvae. This also applies to shipping/arrival dates when certificates are redeemed. For problems concerning certificate redemption or issues with live specimens, you must contact the supplier directly as outlined on the instructions included with your order.
Please note that favor cards, plantable confetti, favor boxes, and place/table cards from the Favor Garden section are not returnable. These are all custom items, made on an individual basis. We always recommend that you order samples first, especially if you are concerned about colors matching your decorating theme. Of course, if we have made an error, we will refund or replace at our expense. Please open, inspect, and count your favor order when the package is delivered. If there is an error, please notify us right away so it can be taken care of. Once orders for custom favors are placed and confirmed, the order cannot be cancelled.
If a package arrives in damaged condition, please notify the carrier immediately, then contact us for instructions.
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