FAQ

PRODUCT

Please review our leather care page for more in depth tips and tricks on how to keep your MANDRN bag looking fresh!

We recommend using some wax parchment paper or chapstick and applying it directly on the zipper lip. We also suggest to test the zipper and slowly break it in by opening and closing it. Did you receive a zipper that appears to be broken and not closed to the other end? Slowly zip the zipper to open and close, and it should work!

Due to various minor improvements made to the construction of the product, digital photography, and dye lot variations, we cannot guarantee that the color and construction you see on your screen as an exact replica of the product. We strive to show our products as accurately as possible, but screen images are intended as a guide only and should not be regarded as absolutely correct.

Product that is received with damage can be returned for a full refund or exchanged to a new product. Please contact us at customercare@mandrn.com to help you with this.

ORDERS

Please contact us at customercare@mandrn.com as soon as possible if you would like to cancel your order. Our fulfilment center processes orders quickly so we can't guarantee the cancellation, but we'll do our best. 

For online orders an email will be sent with a shipping confirmation and tracking information, still have a question? Email us at customercare@mandrn.com

Make sure to check the product page to know the pre-order ship out date. Or read our pre-order updates page here, we update our pre-order estimated ship dates out weekly!

MANDRN is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the carrier (UPS or DHL). Once your claim has been filed, please contact us directly at customercare@mandrn.com with information regarding your situation and your claim number.

Have a question about your order? Email customercare@mandrn.com with your order number in the subject line.

SHIPPING

Contact customercare@mandrn.com immediately. In some cases, we may be able to change the address for you if your order hasn't already been processed. 

If your shipment is held up with your carrier, contact them directly as they may need specific direction on where to deliver your order. In some cases, the carrier will need to update your address which will result in an up-charge.

If you are an international order, it may mean the carrier requires payment of custom duties, MANDRN is not responsible for paying this. Please contact them directly to settle up payment to get it delivered to you. 

MANDRN is not responsible for lost or stolen packages. As soon as we ship out the product from our warehouse, it's in the responsibility of our customers hands. Please reach out to the carrier listed on your shipping email with your tracking information for assistance!

Please allow up to 2 business days for all orders to ship or leave our warehouse, regardless of shipping speed selected at checkout. We are unable to make changes or cancel orders once they are processed.  

Yes we do! We offer FREE SHIPPING on orders over $250USD. We ship with DHL and your package is expected to arrive within 6-20 business days (not including time at customs border for processing).

As we ship from the US, there may be additional duties incurred in shipment in which we do not cover.

POLICIES

RETURN POLICY

We offer a happiness guarantee and want to make sure you leave loving your new MANDRN product. If you've received a product and It doesn't live up to your expectations, or you don't love it within 30 days we will gladly except a return for a full refund (minus return $12 shipping label for US customers and $20 label for CAD customers if we generate a label).

Returns only apply to unused products with tags & accessories attached!

Please keep in mind that we only produce return labels for US and Canadian orders at this time and not International orders!

US Returns & Exchanges:
To request a return, please visit our Returns portal and select the “Returns” option. Please note that we'll provide a return shipping label for $12, and this is non-refundable.

Once you have submitted a return request, and it's been approved, we will generate a return shipping label to easily return your item. Refund shipping costs are non–refundable and will be deducted from your final refund amount. In the US the shipping label will cost $12 for our team to generate it for you.

Should you choose to return the item using a carrier of your choice,  please make sure to include a note in the return your order number and if you want to return/exchange- for what product so our team can easily identify it.

Please ship the product back in original packaging tags and with all inserts, include your name and order number written in the box and ship it to:

THE ShipDaddy (@ Patrick C )
C/O MANDRN LLC
15 Railroad Avenue, Newville PA 17241

Any questions on this, please contact customercare@mandrn.com

CAD Returns & Exchanges:

For our CAD customers, we are now generating return/exchange labels; please visit our Returns Portal and follow the instructions. You can manually ship your item and all accessories (tags and dust bag) to the following address using your preferred shipping courier:

THE ShipDaddy (@Patrick C)
C/O MANDRN LLC
15 Railroad Avenue
Newville, PA 17241

>>>> Always include a note with your ORDER NUMBER and NAME inside the package so we can quickly handle your return <<<<

If you opt to ship the box yourself to the abovementioned location, please provide us with the tracking number so we know when to expect it. All return requests will be processed within 10 business days of their arrival at the warehouse.


International Returns & Exchanges:

We do not provide a return label for international return requests (customers pay the shipping cost and return the item to us using a carrier of their choosing). You may use your preferred courier to ship the bag and any accessories (hang tag and dust bag) to the same address mentioned above. Please do not forget to include a note of your ORDER NUMBER and NAME inside the package for us to quickly handle your return.

THE ShipDaddy (@Patrick C )
C/O MANDRN LLC
15 Railroad Avenue, Newville PA 1724
716 703 8312

Any questions on this, please contact customercare@mandrn.com

All items are sent from our US fulfillment center in Pennsylvania, USA. 

Please keep in mind that we cannot guarantee shipping delivery timelines. Expect an additional 1-2 days of processing time before your order is dispatched, on top of the courier's shipment time frame.

UNITED STATES: 

Economy Shipping (USPS Priority Mail) arrives in 5-9 business days for $7.99 or is FREE if you spend over $150USD (after discount)

Express Shipping (UPS 2nd Day Air) arrives within  1-3 business days for $24.99 (after discount) 

CANADA: 

Please keep in mind that our shipping estimates do not include time spent at customs.

International Economy Shipping arrives in  9-14 business days for $14.99 or is FREE if you spend over $150USD (after discount)

International Express Shipping arrives in 3-5 business days for $39.99 

INTERNATIONAL: 

Please keep in mind that our shipping estimates do not include time at customs, which varies by country and can take up to four weeks to complete.

International Economy Shipping arrives in between  2-4 weeks  for $19.99 or is FREE if you spend over $250USD (after discount)

International Express Shipping arrives in 3-5 business days for $39.99

DUTIES: As we ship from the US, there may be additional duties incurred to Canada, Europe, and Asia, which MANDRN does not cover.

Yes we do, we offer 1 free exchange with each order, and will waive the $12 return label fee. 

To receive your exchange product immediately, please go through our return portal to return your other bag here, and make a new purchase for your exchange item- we will refund you the return product and waive the shipping label once our team inspects the product Or email customercare@mandrn.com to process your exchange and send you a return label for your current return product 

For more information on our return/exchange policy please click here.

To start your return/exchange process please click here.

Yes absolutely. If we generated a return label for you, we will deduct $12 (for US guests) and $20 (for CAD guests) for the shipping label from your final refund amount.

Are you tracking your package and see it's arrived to our warehouse already?

Make sure it's arrived to our warehouse, then please allow for up to 10 business days for our team to inspect your item and refund your original purchase method. Send us a nudge if you have a question on it customercare@mandrn.com

After one year if any hardware or functionality of your product breaks, send us a note at customercare@mandrn.com and we'll make it better! 

FAQ

Feel free to contact our team via live chat, or on our CONTACT US page where someone from our customer happiness team will get back to you within 48 hours.

As you know we never discount, so if you by chance see one that happens (always unannounced) make sure to jump on it! Watch our social media and subscribe to our newsletter to be the first to hear about it!

Yes, feel free to register in our MANDRN WHOLESALE of our website. Once our team vets and approves your wholesale stockist request, you can shop freely for your store at wholesale prices.

FREE SHIPPING

For US & CAD orders over US$150.

HASSLE-FREE RETURNS

Full refund within 30 days.

CUSTOMER LOVE

We got you covered via chat and email.

Travel light. Move freely. Live positively.