Customer FAQs

How do I check my order status?
To check the status of your order, login to your account to view your order history.

My package says it was delivered but it is not in my mailbox or doorstep?

Please contact your local post office, UPS or FedEx customer service if your package is not at your doorstep. We are not responsible for missing packages once it has reached your home. If the tracking is showing a great delay in transit, we are happy to help investigate with you. Kindly send us an email at hello@taylorandmax.com and we will do our best to help. 

Are custom and personalized items refundable?

Custom and personalized items are non-refundable and require payment in full at the time of order. If you would like to cancel a custom order for any reason, you must do so within two days of your order.

What is your return policy?
Sale items are always final sale and not eligible for returns or exchanges.

Will I be charged sales tax?
All items shipped to addresses in Illinois, picked up from our shop or hand delivered will be charged sales tax.  Our online service provider will automatically collect sales tax when it is appropriate for sales taxes to be charged.  We are NOT responsible for any taxes, duties or import fees. 

When will my order ship?

Most US orders are processed and shipped via USPS within two to three business days. International orders will be shipped within three business days.  Orders with a priority shipping status will process and ship the next business day. 

How do I track my package after it has been shipped?
Once your order is shipped, you will receive a Shipment Notification email with a tracking confirmation number. Use this number to track your package.

Does TAYLOR + MAX  ship internationally?
Yes! 

Can I cancel or make changes to my order?
We generally process orders quickly.  With that said, once we’ve fulfilled and shipped your order, we will be unable to cancel or make any changes.  If the order has not shipped, we will do our best to cancel it for you. Send us an email at hello@taylorandmax.com along with the order number.  Please note: We will not accept cancelations on items made on launch days.  Once you receive your order, you may return the item. 

Something I bought went on sale the next day - can I still use the promo code?
Promotional codes cannot be used on previous purchases.

Can I return or exchange items that were purchased on sale?
All reduced-priced items will not be eligible for return or exchange.

How long will it take to process my refund?
Refunds can take up to 14 days to process. You may check with your bank after 14 days to confirm your refund. Email us after 14 days have passed if you have not received your approved refund. 

I can’t find an answer to my question. Can you help?
We are happy to help. Please feel free to contact us during business hours at 1-815-957-0290 or you may also contact us here.