Let Us Help You Find the Perfect Gift
Whether you're preparing for a baby shower, celebrating a new arrival, or simply want to create something special for your little one, we're here to make it easy. Browse our most frequently asked questions below to learn about personalization, shipping, care instructions, and more.
Can't find your answer? We'd love to hear from you. Drop us a line at hello@mapleby.com and our team will respond within 24 hours. No question is too small.
Shipping & Delivery
How much is shipping?
How much is shipping?
We keep it simple! Flat rate of $6 NZD worldwide, and FREE shipping on orders over $80 NZD. No surprises at checkout.
How long until my gift arrives?
How long until my gift arrives?
We craft your order with care within 24 hours and ship within 48 hours. After that, delivery times are:
- USA: 5-8 business days
- UK/Australia/Canada: 6-9 business days
- Europe: 6-9 business days
- New Zealand: 5-8 business days
From order to doorstep: typically 7-11 business days. Planning for a special occasion? Order early to be safe!
Will I receive tracking information?
Will I receive tracking information?
Absolutely! Every order includes full tracking. You'll receive an email with your tracking link as soon as your gift ships, so you can follow its journey to you.
Do you ship to my country?
Do you ship to my country?
Yes! We ship worldwide with tracking to over 200 countries. No matter where your loved ones are, we can get your gift to them.
Will I need to pay customs or VAT fees?
Will I need to pay customs or VAT fees?
International orders may be subject to local customs fees or taxes, which vary by country. These are collected by your local customs office, not by us. We recommend checking with your local postal service if you're unsure.
I need my order urgently, can you help?
I need my order urgently, can you help?
We understand! While we craft every order within 24 hours, shipping times depend on your location. If you have a special deadline, reach out to us at hello@mapleby.com and we'll do everything we can to help make it happen.
My order hasn't arrived yet, what should I do?
My order hasn't arrived yet, what should I do?
Don't worry, we're here to help! First, check your tracking link in the shipping confirmation email. If it's taking longer than expected, email us at hello@mapleby.com with your order number and we'll investigate right away. We won't rest until your gift finds its way to you.
Personalization
How do I personalize my gift?
How do I personalize my gift?
It's easy and fun! Simply select your options (animal design, font style, colors) and type in the name exactly as you'd like it engraved. We'll craft it with care, so please double-check the spelling before you order. That little detail makes all the difference!
How many characters can I engrave?
How many characters can I engrave?
Most of our products allow up to 8-10 characters, which is perfect for most baby names. You'll see the exact limit on each product page. Short and sweet works beautifully!
What if I accidentally misspell the name?
What if I accidentally misspell the name?
We engrave exactly what you provide, letter by letter. Please triple-check the spelling before ordering because once we start crafting, we can't make changes. We want your gift to be perfect!
Can I make changes after I've ordered?
Can I make changes after I've ordered?
If you catch a mistake, contact us immediately at hello@mapleby.com! If we haven't started crafting yet, we can make changes. Once engraving begins, the personalization is set, but we'll always do our best to help.
Will the engraving last forever?
Will the engraving last forever?
Yes! Our laser engraving is permanent and designed to be treasured for years. It won't fade, wash off, or wear away. Your little one's name will stay beautiful through all their childhood adventures.
Ordering & Payment
What payment methods can I use?
What payment methods can I use?
We accept all major credit cards (Visa, Mastercard, Amex), PayPal, Apple Pay, Google Pay, and Shop Pay. Whatever's easiest for you!
Is my payment information safe?
Is my payment information safe?
Absolutely! Your security is our priority. Our checkout is protected with SSL encryption, and we never store your credit card information. Shop with complete peace of mind.
Can I cancel my order if I change my mind?
Can I cancel my order if I change my mind?
We understand plans change! Contact us immediately at hello@mapleby.com. If we haven't started crafting (usually within 24-48 hours), we'll give you a full refund. Once personalization begins, we can't cancel, but we'll always try to help find a solution.
How do I use my discount code?
How do I use my discount code?
At checkout, you'll see a discount field. Just pop your code in there and watch the savings appear! The discount applies to your total before you complete payment.
How can I track my order status?
How can I track my order status?
We keep you in the loop every step of the way! You'll receive emails when we confirm your order, when we start crafting, and when it ships with tracking. You can also email us anytime with your order number and we'll give you an update.
Returns & Refunds
What's your return policy?
What's your return policy?
We offer a 14-day return policy from delivery. Standard items can be returned for any reason. For personalized items, we can only accept returns if there's a quality issue or we made an error. We want you to love your gift!
What if I want to return a personalized item?
What if I want to return a personalized item?
Because each personalized piece is crafted just for you, we can only accept returns for manufacturing defects, our engraving mistakes, or shipping damage. We can't accept returns for names you provided or change of mind. That's why we encourage you to double-check everything before ordering!
My gift arrived damaged, what now?
My gift arrived damaged, what now?
Oh no! We're so sorry to hear that. Contact us within 14 days with photos of the damage, and we'll make it right immediately with a free replacement or full refund. In most cases, you won't even need to return the damaged item. We take quality seriously.
How quickly will I get my refund?
How quickly will I get my refund?
We process refunds within 1-3 business days after approval. Your bank may take an additional 5-10 business days to show the refund in your account. We'll keep you updated every step of the way.
Who covers the return shipping cost?
Who covers the return shipping cost?
For change of mind returns, the shipping cost is on you. But if we made an error or the product is defective, we'll happily cover the return shipping. Fair is fair!
Product & Safety
Are your products safe for my baby?
Are your products safe for my baby?
Your baby's safety is our top priority! All our products feature non-toxic, baby-safe finishes and smooth, hand-sanded edges. They're safe for little ones from 0+ months. We're parents too, so we only create products we'd trust with our own children.
What materials do you use?
What materials do you use?
We use sustainably sourced beech wood with water-based, non-toxic finishes. No harmful chemicals, no sharp edges, just natural beauty that's gentle on little hands and safe for curious mouths.
How do I care for wooden products?
How do I care for wooden products?
Caring for your keepsake is simple! Just wipe with a damp cloth and let it air dry completely. Avoid soaking in water and skip the dishwasher. Over time, natural wood may darken slightly, which only adds to its character and charm.
Is your wood eco-friendly?
Is your wood eco-friendly?
Yes! We're committed to being kind to the planet. Our wood comes from responsibly managed forests, and we use plastic-free packaging. When you choose Mapleby, you're choosing sustainable gifting that's better for your baby and the earth.
Gifting
Do you offer gift wrapping?
Do you offer gift wrapping?
Every single order arrives in beautiful gift-ready packaging at no extra cost! Ready to give the moment it arrives. We believe the unboxing experience should be just as special as the gift inside.
Can you send it directly to the recipient?
Can you send it directly to the recipient?
Absolutely! Perfect for baby showers or surprise gifts. We never include pricing information in packages, so just enter their address at checkout and we'll take care of the rest. Your secret is safe with us!
Can I include a personal message?
Can I include a personal message?
Yes! Add a heartfelt message at checkout and we'll include it beautifully with your order. It's the perfect way to let them know how much you care, even from afar.