Q. Do you take custom orders?
A. Yes, we do customizations to existing designs, including hardware additions, hardware color changes, and lining material changes. We take orders for fully customized product creations on a case-by-case basis. Please refer to our Custom Orders page for more information. *Please note, sales discount codes are not honored for custom orders. Custom orders are just that - custom and require more attention and as such, cannot be discounted. Thanks.
Q. How long do custom orders take?
A. Custom orders generally take 6-8 weeks to complete and ship. This time frame can vary depending on our custom order backlog, and we will give you our best estimate when you place your order. Please refer to our Custom Orders page for more information.
Q. Why was I charged sales tax on my order?
A. Unfortunately there are many states now that have passed laws that require eCommerce sites to collect and submit sales tax for customers located within their state (this is often referred to as Nexus). Shopify, which is the eCommerce platform we use for Marlondo Leather Co’s website, strictly abides by and incorporates all tax rates in order to comply with Internet Sales Tax Laws. As such, we are required to collect sales tax on states that require it. New York is one of a few states that requires websites, like Shopify, Amazon, and others to charge your local sales tax (county level) along with your state’s portion of the total sales tax and submit it to the state and county of your residence. This is why your order form displays both your county and state sales tax portions. Our company does not benefit in any way by sales taxes collected for your state. There’s a fairly decent description of this complicated tax situation here. Simply click on your state and then select the Nexus category link.
Q. What does pre-order mean?
A. When you pre-order, you reserve an item from the next batch our craftsmen make. It usually takes 6-8 weeks to receive a pre-ordered item.
Pre-orders require full payment upfront. This acts as a guarantee for us that as a customer you are serious about completing the order. Our e-commerce platform does not offer the ability to store credit card information and charge it at a later date (this is actually beneficial to the security of your credit information). If you don’t feel comfortable completing the pre-order with pay in full, in advance, please contact us and we’ll discuss possible options.
Q. Do you ship internationally?
A. Yes. If you're located outside of the USA, you'll be given international shipping rate choices from the United States Postal Service, Federal Express, and United Parcel Service. Please select your shipping choice and we'll make the arrangements. If for some reason your country is not listed or you are having difficulty with shipping fees, please contact us and we'll work with you to get the situation resolved. However, please note that we are not responsible for any duties, taxes, fees, or customs charges that may be assessed at the individual country level.
Q. Where are your bags made?
A. All of our products are made in our own workshop in north central China (Xi'an). We have a team of 12 skilled crafts men and women who work exclusively on Marlondo products. We don't mass produce, but make everything in small batches.
Q. What kind of leather do you use?
Q. Do you offer a printed catalog of your products?
A. No, we do not offer a catalog or "look book" available in print form.
Q. What is your return policy?
A. Our return policy is outlined here along with details about our warranty, exchanges, etc. But, for the sake of expediency, we have copied those details regarding returns here for you:
Product returns and exchanges may be sent to the following: