FAQ

    Ordering

    Can I check the status of my order?

    You may check the status of your order once it's placed by visiting our order status tracker. You will then enter your order number along with your email address entered at checkout. Below are the statuses for orders:

    • Production - We have received your order and have started production on your items. Our production process typically lasts around 2 business days.
    • Order Packaged - Your order has been carefully packaged up by our team. Orders are picked up daily by our shipping carriers Monday-Friday (with the exception of holidays.)
    • In Transit - Your order is on it's way to your home.
    • Out for Delivery - Your package is on a local truck out for delivery that day.
    • Delivered - Your order has been delivered to your home. Enjoy!

    Can I make a change or cancel my order?

    We always do our best to make and ship our custom items as quickly as possible. Due to the custom and permanent nature of each item, we are unable to offer cancellations or changes on orders once we have started the production process. We are happy to discuss changes if we are contacted within 6 hours of placing your order.

    Can I include a gift note?

    Yes. We are happy to print a small gift message and place it inside the package at no additional charge to you. Simply click the "Add Gift Message" box and add your personalized note when in your shopping cart.

    Do you offer bulk pricing?

    Yes. We always do our best to keep prices as low as possible. We would be happy to discuss bulk pricing for orders of 25 or more items. Contact us with details regarding your order and we'd be happy to send over a quote.

    Can I order an Item that is "out of stock"?

    At this time, we are unable to offer a waitlist or notifications for out of stock items. We try our best to restock any items we are out of as quickly as possible. Once we receive the item back in stock, we will update our website for ordering.

    Shipping

    How much is shipping?

    We offer free standard shipping on all orders.

    When will my order arrive?

    We pride ourselves in offering high quality personalized products with a quick turnaround time. Most orders ship within 2 business days, including personalized items. All orders ship from our location in Apex, North Carolina. Transit times vary from 2-7 days and can vary depending on your location. Faster production and delivery times may be available as an upgrade at checkout.

    Can I ship to multiple addresses?

    If you would like items shipped to multiple addresses, a separate order will need to be placed for each address.

    I entered the wrong address. Can I change it?

    Yes. If we are contacted before an order ships, we can usually update the shipping address. Once an order ships, we are no longer able to update the address or offer any forwarding services. If an order is returned to us due to an incorrect address being provided, we are happy to reship it. However, the customer is responsible to the additional postage.

    What countries do you ship to?

    We currently ship to all 50 states in the US. We are looking to expand our shipping options in the future.

    Can I track my order?

    Once your order ships, you will receive tracking information via email. You may also visit our track your order page and enter your order number along with email address used during checkout to receive tracking details. Please keep in mind, tracking info will only appear after an order ships and may take a few business days to register with the shipping carier.

    Returns

    Can I return or exchange an item?

    We believe in happy customers and will do everything possible to ensure your satisfaction. We are glad to accept returns on non-personalized items if the item is returned within 30 days. We unfortunately are unable to accept returns on personalized items, as they are unique to every customer.

    If we made an error in the personalization or item itself, we are always happy to replace it. If the personalization was entered incorrectly, we are also happy to offer a replacement at a discount.

    My order arrived damaged

    We do our best to ensure all orders arrive in great shape. In the event that your order arrives damaged, please take photos of the product in question and email our customer service team, support@madolive.com with the details and order number within 48 hours of delivery. We will gladly offer a replacement if the item is deemed damaged.

    Product Care

    How should I care for my cutting board?

    We recommend applying a food safe mineral oil prior to use and once a month after to preserve the life of the board. This will help keep your board in great shape. When washing your board, please stick to hand wash only. This will ensure the board will not warp over time due to moisture.