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Everything you need to know about ordering from MontiPals. If your question is not answered here, email us at contact@montipals.com and a real person will get back to you.
About MontiPals
How can I contact customer support?
Email us at contact@montipals.com or use our contact page. We aim to reply within 24 business hours, Monday to Friday.
Where is MontiPals located?
MontiPals is operated by S45NORD LLC, a United States company registered at 1209 Mountain Road Pl NE STE R, Albuquerque, NM 87110, United States.
Do you have a physical store I can visit?
No. We are an online-only store, which lets us keep our range wide and our prices fair.
Can I place a bulk order for my school or organization?
Yes. Email contact@montipals.com with the products and quantities you need and we will get back to you.
Shipping and delivery
Which countries do you ship to?
We currently ship within the United States only.
Do you offer free shipping?
Yes. Shipping is free on every order, with no minimum, anywhere in the United States. For details, see our shipping policy.
How long will it take to receive my order?
Order handling time: 1-3 business days (Monday to Friday).
Transit time: 6-9 business days (Monday to Friday).
Estimated delivery time: 7-12 business days (Monday to Friday).
Delivery times may vary with public holidays and courier schedules.
How can I track my order?
You will receive a tracking link by email as soon as your parcel leaves. You can also follow it from our order tracking page.
Can I change my delivery address after ordering?
We cannot change the address once an order is in transit. Contact us as soon as possible at contact@montipals.com and we will do what we can.
Returns and refunds
Can I cancel my order after placing it?
Yes, as long as it has not shipped yet. Email contact@montipals.com as soon as possible. Once an order has been dispatched, we can no longer cancel it.
What is your return policy?
You have 14 days from delivery to request a return. Items must be unused, in their original packaging, with tags attached. See our refund policy for the full terms.
What if my item arrives damaged or faulty?
Please inspect your order on delivery. If anything is damaged, defective, or not what you ordered, email us with a photo and we will replace it or refund you.
How do I exchange a product?
We replace items that are damaged, defective or incorrect. Email contact@montipals.com and we will arrange it.
When will I receive my refund?
Once we have received and inspected your return, we notify you of the outcome within 2 business days. Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or card issuer, it may take a further 3 to 10 business days for the amount to appear on your statement.
Store name: MontiPals
Operated by: S45NORD LLC
Address: 1209 Mountain Road Pl NE STE R, Albuquerque, NM 87110, United States
Email: contact@montipals.com
Phone: +1 (505) 205-0293
Customer service hours: Monday to Friday, 9:00 AM – 6:00 PM (Mountain Time)
Response time: we aim to reply within 24 business hours.
