Customer Service

Order Processing | Top

Orders placed after 12:00 p.m. Eastern Time (EST), over the weekend or on holidays will be processed on the next business day. If the items you order are in stock, we expect to ship your order within 72 hours after your order is processed.

Because we strive to put your order into production within 24 hours, we cannot guarantee that we will be able to change or cancel your order after it has been placed. If you need to change or cancel your order, please call us ASAP (within 24 hours of placing your order) at 888-717-4438 and we will do our best to accommodate your request.

Shipping | Top

Domestic Shipping
We ship most purchases within the Continental United States via UPS and the USPS. Specific options and rates are determined by your shipping address zip code and the weight of your purchases.

Shipments within the Continental U.S. are normally sent by UPS, while shipments to Alaska, Hawaii, Puerto Rico, U.S. Territories, P.O. Boxes and APO/FPO addresses are sent by USPS.

Within the Continental U.S., we also offer UPS Next Day Air and 2nd Day Air expedited delivery options.

Depending on the destination, customers will likely receive their orders 6 to 8 business days from the date the order was placed. (Please note that shipping times may vary during holiday periods.)

Shipping/Delivery Options
Destination Expected Shipping Time
Standard/Continental U.S. 5 to 7 business days
2nd Day Air/Continental U.S. 2 business days
Next Day Air/Continental U.S. 1 business day
Alaska, Hawaii, Puerto Rico, U.S. Territories 7 business days
P.O. Box Addresses 7 business days
APO/FPO Addresses 10 to 15 business days

Please Note:
2nd Day Air/Continental U.S.: (order must be placed before 12:00 p.m. EST) Next Day Air/Continental U.S.: (order must be placed before 12:00 p.m. EST)

Shipping to Multiple Addresses
The shipping charge reflected at checkout is for shipment to a single address. Ground delivery to additional addresses in the same order is only $5.95 per address.

Please be sure to note the split shipment details, as well as the additional address(s) in the "special shipping instructions" box on the shipping options page at checkout. The additional charge will not be reflected in your order total, but will be charged separately after the order has been placed. You will receive an additional receipt for multiple address shipment charges.

Shipping to P.O. Boxes (U.S. Postal Service only)
Orders to Post Office Boxes will be sent via U.S.P.S. Parcel Post and should arrive within 7 business days after the order is processed. Expedited delivery options are not available for shipments to P.O. Box addresses.

Shipping to Alaska, Hawaii, Puerto Rico and U.S. Territories (U.S. Postal Service only)
All shipments to Alaska, Hawaii, Puerto Rico, and U.S. territories will be via U.S.P.S. Parcel Post and should arrive within 7 business days after the order is processed. Expedited delivery options are not available for shipments to Alaska, Hawaii, Puerto Rico, U.S. Territories.

Shipping to APO/FPO Addresses (U.S. Postal Service only)
Orders to APO/FPO addresses will be via U.S.P.S. Parcel Post. Depending on where the service member is located, delivery may take 10 to 15 days (plus the 48 to 72 hours for order processing).

International Shipping
If you would like to ship an order outside the U.S. we would be happy to assist you. Please E-mail us or contact us by telephone at 888-717-4438 prior to submitting your order.

Shipping for Gift Certificates
Gift certificates are shipped separately. Standard Shipping is free of charge. 2nd Day Air delivery is available for an additional $10.

Order Tracking | Top

You can track your order online at either UPS or USPS, depending on the shipping destination. Once your order has been shipped, you will receive an E-mail that includes your tracking number.

If you would like us to track the shipment for you, please contact us by phone at 888-717-4438 between 9 am and 5:30 pm EST, Monday through Saturday. Please have your Order Number and/or tracking number available.

Backorders | Top

In the event that a product is out of stock, shipping may be delayed. For orders consisting of multiple items, in-stock items will ship immediately and items on backorder will be shipped as soon as they are received in stock. You will only be charged shipping once, based on the initial order amount. You will be notified by E-mail in the event of any delay in shipping.

Returns and Exchanges | Top

We carefully check each item prior to shipment to ensure that it is free of defect. Because items cannot be returned or exchanged once they have been personalized, we ask you to please double check all spelling and dates prior to submitting your order. In the unfortunate event that there is a product defect or an error in our processing of your order, we will either replace the item in question immediately or offer you a full refund of the purchase price and associated shipping charges.

Items that have not been personalized may be returned for a refund, exchange or merchandise credit within 30 days of receipt. Merchandise may be returned by mail or to our retail store in Bedford, New York.

How to Make a Return | Top

On the front of your packing slip (enclosed with your purchase), note the reason(s) for return and whether you wish to exchange it, credit the price toward another Mrs. Monogram purchase, or receive a refund. Enclose your packing slip with the item and ship, prepaid and insured, to:

(for U.S. Mail Shipments)
Mrs. Monogram
Attention: Customer Returns
Post Office Box 478
Bedford, New York 10506
(For other carriers - UPS, FedEx, etc.)
Mrs. Monogram
Attention: Customer Returns
617 Old Post Road
Bedford, New York 10506

Merchandise purchased on our web site may also be returned to our retail store in Bedford, New York (see address above). We will issue a refund or credit for the value of the item, including any taxes paid. Shipping charges are not refundable unless the return is a result of our error (you received an incorrect or defective item, etc.).

Sales Tax | Top

As a New York-based business, we are required to collect sales tax on all orders shipped to addresses within New York State, at the rate of 7.375%. We collect sales tax on the total amount of your purchase, which includes the price of items purchased, any service charges such as monogramming, engraving or gift wrap and shipping. We do not charge sales tax on out-of-state shipments but we suggest that you check with your state's tax laws regarding internet purchases.

Gift Wrap | Top

Who says looks aren't everything? Make a great first impression with a beautifully wrapped gift from Mrs. Monogram. For an additional charge of $5, we will put your gift in a gift box filled with colorful tissue paper and tied with our signature grosgrain ribbon.

Mrs. Monogram Gift Certificates and E-Gift Certificates | Top

There are two convenient ways to send a classic gift: The Mrs. Monogram gift certificate arrives by mail gift-packaged in a decorative sleeve. The Mrs. Monogram e-gift certificate arrives by E-mail within hours of your purchase. There is no standard shipping and handling charge on gift certificate purchases.

To order a Mrs. Monogram Gift Certificate to be sent by mail, please contact us by telephone at 888-717-4438. Please note: Gift Certificates sent by mail may only be redeemed by phone or in our store.

E-Gift certificates may be redeemed for purchases online, by phone or in our store.

E-Gift Certificate FAQ | Top

Purchasing E-Gift Certificates
E-Gift Certificates are purchased just like any other item in our store. Once purchased, the value of the E-Gift Certificate will be added to your own personal E-Gift Certificate Account. If you have funds in your E-Gift Certificate account, please logon to your account and click on the "Send Gift Certificate" link - once there you can send the Gift Certificate to someone via E-mail.

How to Send Gift Certificates
To send a Gift Certificate you need to go to our Send an E-Gift Certificate page accessed through "My Account". When you send a E-Gift Certificate, you need to specify the following:

" The name of the person you are sending the Gift Certificate to " The E-mail address of the person you are sending the Gift Certificate to " The $ amount you want to send " Your personal message to the recipient

Please Note: You do not have to send the full amount that is in your E-Gift Certificate Account!

Please ensure that you have entered all of the information correctly, although you will be given the opportunity to make changes before the E-mail is actually sent.

Buying with Gift Certificates
If you have funds in your E-Gift Certificate account, you can use those funds to purchase any items in our store. At checkout, an extra box will appear. Check this box to apply those funds in your E-Gift Certificate account to your order total.

Please Note: You will still have to select an additional payment method if there are not enough funds in your E-Gift Certificate account to cover the cost of your purchase. If you have more funds in your Gift Certificate account than the total cost of your purchase, the balance will be left in your E-Gift Certificate account for future use.

Redeeming Gift Certificates
If you receive an E-Gift Certificate by E-mail, it will contain details of who sent you the E-Gift Certificate, along with a personal message from them. The E-mail will also contain an E-Gift Certificate number. Please be sure to print out this E-mail for future reference.

You can now redeem your E-Gift Certificate in two ways:

  • By clicking on the link contained within the E-mail. This will take you to the store's Redeem Certificate page. You will the be requested to create an account to validate the E-Gift Certificate and place the funds in your E-Gift Certificate account, ready for you to spend on any of our terrific gift items.
  • During the checkout process, on the select payment method page, you will see an "Enter Gift Certificate Code" box. Simply enter the E-Gift Certificate number from your E-mail there, and click the redeem button. The code will automatically be validated and added to your E-Gift Certificate account. The amount of your E-Gift Certificate will then be applied to your order.

Please Note: You will still have to select an additional payment method if there are not enough funds in your E-Gift Certificate account to cover the cost of your purchase. If you have more funds in your Gift Certificate account than the total cost of your purchase, the balance will be left in your E-Gift Certificate account for future use.

Security Policy | Top

Mrs. Monogram knows how much you value the safety of your personal information. We have taken numerous measures to create a safe and secure online shopping experience.

The use of Secure Sockets Layer (SSL) technology guarantees that shopping on mrsmonogram.com is secure.

When you enter your personal information and credit card number, SSL encrypts all personal information including your name, address and credit card number.

All mrsmonogram.com credit card transactions are transmitted using SSL through the Authorize.net payment gateway, the preferred payment gateway among internet merchants for securely managing payment transactions on the Internet.

Additionally, all sensitive personal data you enter is accessible only to a limited number of employees with special access rights.

To ensure that your internet connection is secure, look at the lower right-hand or left-hand corner of your browser window after accessing a page. Depending on your browser, you will see an unbroken key or a closed lock to indicate that the SSL is active and your information secure. You can also look at the URL line of your browser: when accessing a secure page, the first characters of the site address will change from "http" to "https."

Privacy Policy | Top

Mrs. Monogram knows how much you value your privacy. Under no circumstances do we do sell any personal customer information to other companies. In keeping with the highest Internet standards, the following details how we use your personal information:

Server Logs
The web server logs your IP address in standard server logs to help diagnose problems with our server and to administer our website.

Cookies
We use cookies to keep track of your shopping cart. These cookies do not get written to your hard drive, however, and are automatically erased when you quit your browser. We do not belong to any groups that track users across websites.

Contact and Personal Information
We require some information for shipping and billing. We may on occasion use our E-mail list to distribute our own promotional materials, though we will always include a unsubscribe link so you may automatically remove yourself from our mailing list at any time. We will never sell, give away, or otherwise allow the use of our customer lists or information. Without your explicit permission, we will not use addresses, phone numbers, or other personal information for purposes other than order processing.

Compliance with the Children's Online Privacy Protection Act (COPPA)
Mrs. Monogram does not knowingly collect the personal information of persons under the age of 18. If Mrs. Monogram learns of any personal information collected of persons under the age of 18, it will immediately be deleted.

Other Sites
This site may contain links to other websites. Mrs. Monogram is not responsible for the privacy practices or the content of such websites.

Contact Us

If you have any questions about our privacy policy, the practices of Mrs. Monogram, or your experience on our website, please contact:

Mrs. Monogram
617 Old Post Road
Post Office Box 478
Bedford, New York 10506
Telephone: 914-234-4888
Toll Free Phone: 888-717-GIFT (4438)
Facsimile: 914-234-4889
customerservice@mrsmonogram.com

Information Collected by Mrs. Monogram
In order to provide the best possible service, Mrs. Monogram collects and stores certain personal information when you (a) make a purchase; (b) create an account on the Mrs. Monogram website; (c) sign up to be notified of special offers through the mailing list; or (d) enter a contest or promotion on our site.

When creating an account, we ask you for your full name, E-mail address, a password, shipping address, and some other information. If you are making a purchase, you will also need to provide your billing address and credit card information. Your credit card information is stored by the payment processing center, but IS NOT saved by Mrs. Monogram. This is an additional measure to protect your personal data. Because we do not store your credit card data, you will have to re-enter your credit card information each time you place an order with Mrs. Monogram.

Your information is used to process your orders and personalize your shopping experience on mrsmonogram.com, for internal purposes and to comply with any legal requirements. By storing certain personal information on a secure server, Mrs. Monogram is able to speed up your checkout process, store multiple shipping and billing addresses and allow you to check your order history and status online.

Our system also may gather information about the areas you visit on our site as well as the IP address you use to connect to our site. We use navigational information both in the aggregate and on an individual basis to understand how our visitors use the Mrs. Monogram website so that we can make ongoing improvements to the service provided on our site. We do not keep track of where you go on the World Wide Web. We will not share any of this data on an individual basis (although we may share it in an aggregate form without personal identifiers).

We may use your purchase information about the products you buy from Mrs. Monogram to make other marketing offers to you. You must opt-in to join the mailing list in order to receive such offers. Except as provided above, as required by law, or in the event of a merger, consolidation, or sale of all or substantially all of Mrs. Monogram's assets, we will not sell or otherwise share any of your purchase information with any third party without your permission.

Your Mrs. Monogram Password
Your password is your key to your personal information on Mrs. Monogram - including your account information and your order information. As with any password, please keep this in a safe, secure place and do not share it with others. If you should forget your password, Mrs. Monogram can E-mail the password to the E-mail address listed on your account.

When You Use the "Tell-A-Friend" Option
This unique feature allows you to share information about a particular item you think may be interesting to another individual. We do not retain your friend's name or E-mail address after the E-mail has been sent, share their information with outside parties, or contact them.

Update Account Information
Mrs. Monogram provides a My Account feature on its website which allows you to modify and/or remove most of your personal information. This page can be accessed by clicking the "My Account" link at the top of every page on the site. Rest assured that all of your information within my account is secure and accessible only by you or a limited number of Mrs. Monogram personnel.

To Unsubscribe from E-mails
To remove your E-mail address from our list of addresses that receive information about new products, service, sales and promotions, simply click on the "Unsubscribe" link that appears at the bottom of any E-mail and follow the simple instructions. Alternately, if you have created an account with Mrs. Monogram, you can also remove your E-mail address from our list of addresses that receive information about new products, service, sales and promotions by clicking on the "My Account" button that appears on most every page of our Website, logging into your account, and making the appropriate change.

What Are "Cookies" and How Are They Used?
To enhance your experience with our site, we must use "cookies." Cookies are text files we place on your computer to store your preferences. Cookies, by themselves, do not tell us your E-mail address or other personally identifiable information. However, once you choose to furnish the site with personally identifiable information, this information may be linked to the data stored in the cookie.

We use cookies to understand site usage and to improve the content and offerings on the Site. For example, we may use cookies to personalize your experience at our web pages (e.g. to recognize you by name when you return to the Site), save your password in password-protected areas, and enable you to use shopping carts on the site. We also may use cookies to display to you products, programs, or services that you may find of particular interest. We may also use small pieces of code called "web beacons" (also known as "clear gifs" or "pixel tags") to collect anonymous and aggregate advertising metrics, such as counting page views, promotion views, or advertising responses. These "web beacons" may be used in conjunction with cookies that conform to our cookie policy.

Changes to Mrs. Monogram's Privacy Policy
Johnston Design Associates LLC dba Mrs. Monogram reserves the right to update and modify this Privacy Policy at any time. Your use of the site constitutes your agreement to the policies and procedures set forth in this Privacy Policy. If our information practices change, we will post these changes on the site. Your use of the site following the posting of such changes to the Privacy Policy will constitute your acceptance of such changes on the site. We encourage you to review our Privacy Policy periodically. If you have any additional questions, please contact a Customer Service Representative via E-mail or by telephone at 888-717-GIFT (4438).

Terms and Conditions | Top

Content
All photographs, design, graphics, icons, and editorial content on this website are the sole property of Johnston Design Associates LLC (dba Mrs. Monogram) and may not be downloaded, electronically copied, linked to, or printed for any personal or commercial purposes without our express written permission. The Mrs. Monogram logo is an exclusive trademark owned by Johnston Design Associates LLC (dba Mrs. Monogram) and may not be copied or used for any purpose without our express written permission.

Technology Issues
Mrs. Monogram cannot and does not warrant that this web site will operate uninterrupted or error-free, that defects will be corrected, or that this site or its server will be free of viruses or other harmful elements. As a user of this web site, your access is undertaken at your own risk. Mrs. Monogram shall not be liable for damages of any kind related to your use of or inability to use this web site.

Product Display
Mrs. Monogram makes every effort to accurately display our products on this web site. Please remember that the capabilities of your computer monitor will affect the colors you see on your screen. Mrs. Monogram cannot guarantee that your monitor's display of any color, texture, or merchandise details will be accurate.

Web Site Errors
Mrs. Monogram always attempts to provide the most up to date, accurate, and complete information on our web site. Because we are only human, there may be occasions when information shown on mrsmonogram.com may contain incomplete data, typographical errors and/or other inaccuracies. It is also possible that items featured on this web site may no longer be in stock. Mrs. Monogram does not warrant that the information accessible via this web site is accurate, complete or current. Any errors are unintentional and we apologize if erroneous information is reflected in merchandise price or item availability, or in any way affects your individual order. Mrs. Monogram reserves the right to correct errors and to update product information at any time. If an order has been placed for an item that was incorrectly priced, we will notify the customer of the error as soon as we become aware of it and inform the customer of the correct price. The customer will have the opportunity to cancel the order and receive a full refund for the item(s) in question.

Communicating with Mrs. Monogram electronically
When you send an E-mail to Mrs. Monogram or visit our website, you are communicating with us electronically. When you send an E-mail to Mrs. Monogram, you consent to receive communications from us electronically in response. Please note that this does not constitute opting in to our E-mail or direct mail lists. Mrs. Monogram may communicate with you by E-mail, and/or by updating or posting notices on the website. You agree that all agreements, notices, disclosure and other communications that Mrs. Monogram provides to you electronically satisfy any legal requirement that such communication be in writing. All communications with Mrs. Monogram become the property of Mrs. Monogram.