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Frequently Asked Questions

What is the Motherly Shop?
The Motherly Shop is a collection of brands, retailers and products we love, curated by our staff of Motherly experts, just for you.

How can I sell my products on the Motherly Shop?
If you are interested in selling your products in the Motherly Shop, please contact us at

I have a question about a product or order. How can I contact the Motherly Shop's Customer Care?
Please contact our support team at customer-care@mother.ly. We will respond to your question just as soon as we can, but no longer than 1 business day.

Where can I find information about my orders?
You can access your order information in My Account under Order History.

When specifically will my card be charged?
An authorization hold for the amount due will be placed on your card when place your order, but your card will be not be charged until your order ships. After shipment, the authorization hold releases, the timing of which is determined by your bank.

Can I cancel or change my order when it's processing?
We will try to accommodate any requests to modify an order, however, we do make every effort to quickly move your order to processing, and because of that, we are unable to make any changes to your order once it is in the processing status.

How can I use my e-gift certificate?
To redeem your e-gift certificate, enter your certificate code at checkout.

How do I redeem a shop promo code?
Promotion codes can be applied at checkout. Please note, there is a limit of 1 promo code per order.

What if my promo code expired?
We cannot redeem expired promotion codes.

When will I receive my order?
Your order will be shipped to you directly from the Brand Seller. Typically, orders are processed by all Sellers within 2 business days. Your order is then shipped via the trackable delivery method you select at checkout.

Business days

Day 1

Day 2

Day 3

Day 4

Day 5

Day 6-10

Order processed

X

X

Order shipped

X

Expected
Delivery

Next Business Day

2Day

Ground

Do you ship internationally?
We currently ship to all US states and territories, excluding PO Boxes and military bases. At this time, we cannot ship to addresses outside the US though we hope to offer international shipping at some point soon, in the future.

How do you calculate sales tax?
Your purchase may be subject to sales and use tax. Depending on your state, you may be exempt from sales tax. Motherly refers to all applicable local and state tax rules to ensure proper sales taxes are collected.

Where can I find tracking information?
Tracking information can be found in the My Account section of Mother.ly as well as noted in the ship confirmation email.

What is your return policy?
Motherly is committed to your satisfaction. If for any reason you are not happy with your purchase please contact us at customer-care@mother.ly and we will make every attempt to make it right.

How do I return an item I've purchased?
Returns are always free. Once a Return has been initiated, Motherly will provide you a pre-paid shipping label to use to send your item back to us.

What if I've received a damaged item?
Motherly stands by our partner Brands. If for any reason any item you received is damaged, we are committed to making it right. Simply contact us for support at customer-care@mother.ly

How do I cancel my order?
Orders are processed as quickly as possible. We will make every attempt to try to cancel an order that has been placed, however, if it has already been processed, you will need to address this situation as a return. To attempt to cancel your order, please contact us as at customer-care@mother.ly.

How do I exchange my order?
We apologize for this inconvenience, but Motherly Shop orders are not able to be exchanged. You may, however, request a return for full refund for the original item within 30 days of order date and then order the new item from the Motherly Shop.

How do I return or exchange a gift I received?
When we cannot issue credit against the original form of payment, we can issue an e-gift certificate for the value of the item you wish to return or exchange for you to use on future purchases.

How can I contact customer care?
The fastest way to resolve your issue is to contact Motherly at customer-care@mother.ly. We will respond to you as soon as possible and during our regular business hours, which are Monday through Friday from 9am to 5pm EST.

When will I see my refund?
Motherly will issue a refunds immediately, however the speed of refund depends solely on your financial institution and their governing rules.

Don't see an answer to your question? Email us directly. We can't wait to meet you!

customer-care@mother.ly

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