Shipping policy

📦 Shipping Policy

 

We do our best to ensure your treasures arrive swiftly, safely, and without any unexpected goblin interference. Here’s how we handle it:

 

Processing Time

 

  • Most orders ship within 3–5 business days.
  • Custom or made-to-order items (including personalized designs) may take a bit longer while we ensure every detail is just right.
  • If there’s an unexpected delay (supply shortage, weather, or an overzealous archive gremlin), we’ll contact you right away.

Shipping Method

  • UPS is our preferred carrier for speed and reliability.
  • You’ll receive a tracking number as soon as your order departs the Cove.
  • We currently only ship within the United States.

Shipping Rates

  • Orders totaling $50 or more ship free — bundles are excluded from this offer.
  • Shipping costs are calculated at checkout based on weight, size, and destination.

Local Delivery & Meet-Ups

  • Available only to approved Martinsburg zip codes.
  • All local deliveries are public meet-ups only in Martinsburg or Hedgesville — we do not deliver directly to your door.
  • A valid phone number must be included on your order for confirmation. Orders without a phone number will be cancelled.
  • If you’re local to Martinsburg but outside the approved zip codes (e.g., Hagerstown, MD or Spring Mills, WV), please contact us before ordering. Exceptions may be possible, but shipping fees may still apply depending on where we meet.

Lost or Damaged Packages

 

  • If your order arrives damaged, please email orders@mtbdesignco.shop with photos of the item and packaging so we can help.
  • Once a package leaves our hands, we can’t control what the postal realm does—but we’ll do our best to assist in locating lost shipments.

PO Boxes & APO/FPO Addresses

  • Yes, we can ship to PO Boxes and APO/FPO addresses—delivery times may vary.

Order Changes

  • Changes or cancellations can only be made before your order ships. Once it’s in transit, it’s officially on its own journey. 

Custom & Personalized Orders

  • Custom/personalized orders cannot be cancelled once the items are made.
  • Once you approve the final proof, your order is typically completed that same day or within 24 hours.
  • Please be absolutely certain before confirming final proofs — at that point, the work is already in motion.