FAQs - Maru and Friends

FREQUENTLY ASKED QUESTIONS 



How do I shop at Maru and Friends® e-store? 
Just visit the Maru and Friends® home page. Choose the category you would like to browse, or search the site for a particular item using a general description. Each product is featured on a page within Maru and Friends® e-store. When you see an item you want to purchase, click “Add to Bag.” 

How do I place an online order? 
When you are finished shopping, click “Checkout.” From there, you will be guided through a checkout process that is safe, secure, and easy. If you register your e-mail address for order confirmation, please be careful to type it correctly. There should be no spaces in the e-mail address. 

How do I change an order? 
Once an order is submitted through Maru and Friends® e-store, it goes immediately into the system and unfortunately cannot be changed. All orders, however, may be returned for an exchange, or store credit of the original purchase price. Follow the instructions on the return form and Include a copy of the packing slip enclosed with your order. We do not accept COD return or orders. If we cannot determine the purchase price of a returned item, a refund or credit is issued at the current price. Shipping and processing charges are not refundable. Please pack your shipment securely and return it to us via UPS or insured mail for your protection. Our address is: Returns Department, Maru and Friends® , 3175 SW 8th street, Miami, Fl 33135. Allow a minimum of two business days, after receipt, for your request to be processed. 

How do I cancel an order? 
Once an order is submitted through Maru and Friends® e-store, it goes immediately into the system and unfortunately cannot be changed. All orders, however, may be cancelled. Immediately contact us through [email protected] and notify us of your cancellation via writing. Please make sure you write all the necessary information so we may track your order. 

How do I calculate the delivery date on the items I pre- order? 
Pre- order items are available for purchase on Maru and friends® website in advance of the general public release date. Pre- orders items are shipped directly to you once the stated release date arrives and you will be notified of your order status via email. Expected shipment time for the item(s) will be shown in your shopping cart. Expected shipping times appearing In your shopping cart state when an item is expected to leave our warehouse, not when it will arrive at its final destination. Our first orders will be filled and delivered by December 2008, prior to the holidays. 

How long does it take to process an online order? 
Our goal is to ship your order as quickly as possible, subject to availability, receipt of payment, and credit authorization. If you have not received an e-mail confirmation from Maru and Friends® e-store within two hours of placing your order, please e-mail us at [email protected] In order for us to provide the best customer service, please include your full name and zip code in your e-mail. 

Is Maru and Friends® e-store shopping area secure? 
For your security, we use the industry-standard Secure Sockets Layer (SSL) technology to prevent any private information you enter from being intercepted. We encrypt your credit card number and personal information using VeriSign’s Secure Server ID, which enables secure communications, and McAfee Secure which combines protection to our customers from hackers, adware, spyware, spammers, phishing attacks and online scams. See Maru and Friends® e-store Privacy Policy and Terms and Conditions for more information. 

Do I have to register at Maru and Friends® e-store? 
Yes, you have to register. The advantage of registering is that it makes the checkout process much faster for future purchases—you won’t be prompted to enter your billing and shipping information each time you shop. If you choose to register, we recommended you print your registration page to use for future reference and note your username and password in a secure location. 

How do I change my registration information? 
You can change your registration by clicking on My Account. Log in and change any information you wish—your credit card, billing address, log-in name, password, stored shipping addresses, etc. At this time, most registration information cannot be deleted, only updated. However, you can delete credit card information and unused shipping addresses. 

I forgot my password! What should I do? 
On the My Account page, click the “Forgot your username or password?” link. You will be given instructions and asked to enter your e-mail address. Please do not call Customer Service to obtain your username or password. They can only be obtained through the Web site using the “Forgot your username or password?” link. 

Why do I sometimes get a message that the server is busy, unavailable, or unable to locate the page when I try to log into mitiacollectibles.com? 
Maru and Friends® Web site receives quite a bit of traffic, especially during the holiday season! We attempt to balance our traffic load, but sometimes the demand exceeds our capabilities. Please be assured we are doing our best to meet your needs. We thank you for your patience. 
If you receive a message about the server being unable to locate the DNS entry, please make sure you have typed in the correct Web site address, and try again. If you continue to have difficulties, quit the browser, re-launch it, and try the Web site address again. 

Why is registration not accepting my credit card number? 
The most common problem is typos. When you enter the number, please type very carefully. Enter the numbers in the same order they appear on the card, without dashes, commas, or spaces. If you use the numbers pad on your keyboard, be sure the Num Lock key is pressed. If you encounter an error page that asks you to re-enter the information, make sure you re-select the credit card type, and re-enter the number and expiration date. Credit card information is not stored until registration is complete. 

How can I get additional feedback on my technical problem? 
If the information provided here does not answer your particular question, please e-mail us at [email protected] To help us determine the source of your problem, please provide the following information in your e-mail: 
1.The date of your visit to the Web site 
2.The specific error message you saw, if any 
3.A detailed description of what happened 
4.Your e-mail address or phone number, indicating a preference for how you would like to be contacted. 
Our technical support representatives should be in touch with you within 48 hours. However, response times may vary depending on the volume of e-mail. If you need an immediate response, please call our toll-free Customer Service number at 866-913-2781 between 9:00 a.m. and 6:00 p.m., Eastern Time. 

The Website is busy. Can I e-mail my order? 
We’re sorry that we cannot accept orders via e-mail. Sending personal information, especially your payment information, in an e-mail is not safe or secure and should not be done. 

Can I have my items gift-wrapped? 
All products arrive in a special packaging made for gift giving. Packages are attractive. No need for additional incurred costs in special wrapping. 

What forms of payment do you accept at Maru and Friends® e-store? 
We accept MasterCard, American Express, Visa, and Discover. You must be at least 18 years old to order. We do not accept money orders, cash, or checks. All orders must be placed on-line. 

What are your shipping options and prices? 
Shipping and processing fees are based on your order total (excluding taxes) and include the cost of processing your order, handling, packaging your products, and delivering them to you and/or designated recipients. Rush shipping is available for most locations at an additional cost. Delivery charges are a direct cost of the Federal Express carrier. For special arrangements, please call our customer service toll free number to make special arrangements. Delivery dates are estimates only. From time to time our company will offer free delivery services to some areas. Delivery calculation starts on the first business day after the order is placed (business days are Monday through Friday, not including holidays). Use guaranteed rush shipping to ensure arrival by a specific date. When applicable, surcharges for large or heavy items are noted following the item price. Please call our customer service toll free number 866-913-2781 when in doubt. 
We do not ship to P.O. Boxes. Standard shipping to Canada requires an additional charge to be determined at the time of shipping depending on your order weight. Canadian Customs requires Canadian recipients to pay customs and duties on each shipment. The order may be shipped in multiple boxes, and duties and taxes are applied to each box. 

What is my total delivery time? 
Standard Ground: 3-4 business days. 
Order processing time is same day excluding weekends. 

Is the package identified as coming from Maru and Friends® ? 
For safety and legal reasons, our company name appears on our shipping boxes. Please keep this in mind when selecting your shipping destination. 

I am unclear if you have received my Maru and Friends® e-store order. Will you let me know if it has been received? 
You will receive an order number on screen after submitting your order. We suggest you print this screen for future reference. To receive a confirmation of your order, you must include your e-mail address in the checkout process and check the e-mail confirmation box. Please be sure to provide your full e-mail address, without spaces. AOL users: Your e-mail address must include “@aol.com”. You will receive an initial e-mail within five minutes of placing your order. A detailed confirmation, including items ordered, shipping addresses, and order total will be sent within two hours of placing your order. Please do not call to check your order status before two hours have passed. Our order system needs time to process the information you send us, and our operators cannot access that information before the system is ready. 
Please note: The last thing we want to do is ruin a surprise, so please be aware that the detailed e-mail confirmation you receive will include a comprehensive summary of your order. If there is a chance your gift recipient might see this e-mail confirmation, we encourage you to take the necessary precautions to keep the secret! 

Will my items look exactly as pictured? 
Actual products may not be identical to items shown. Unless otherwise noted, dolls come with complete outfit as shown, outfits and accessories are sold separately. Dolls cannot always be posed and hold accessories as pictured. 

What if an item I ordered is not in stock? 
Any item that is not currently in stock we will be ship to you when it becomes available notifiying you of the expected delivery date. You will be charged the moment the order is confirmed. 

How do I search for a product at Maru and Friends® e-store? 
Throughout Maru and Friends® e-store, you can use our product search function to locate an item. Enter a keyword, all or part of the product name and click “go” to see the search results. If you do not receive the results you expected, try searching by a one-word description. 

Can I register at Maru and Friends® e-store? 
To make your shopping experience quick and easy, you can register your billing and shipping information on the My Account page. The information is gathered in a secure environment. 

Why do I need a password when I register at Maru and Friends® e-store? 
Your password is an extra level of security that protects the private information you give us. 
After registering at Maru and Friends® e-store, how do I log in to see my account on my next visit? 
You can log in during the checkout process or by visiting the My Account page. 

How do I log out of my account? 
Be sure to click the “log out” link in the upper right corner of your screen, either at the end of the checkout process or on the My Account page. 

Can I ship to APO/FPO addresses through Maru and Friends® e-store? 
Yes, you may. An order shipping to an APO/FPO address can only ship standard and will go by U.S Postal Service. Sorry, rush shipping is not available for APO/FPO addresses. 

How do I return or exchange something I purchased from Maru and Friends® ? 
Orders may be returned for an exchange, credit, or refund of the product purchase price. Follow the instructions on the return form and include a copy of the packing slip enclosed with your order. We do not accept returns by COD. If we cannot determine the purchase price of a returned item, a refund or credit is issued at the current price. Shipping and processing charges are not refunded. Please pack your shipment securely and return it to us via UPS or insured mail for your protection. Our address is: Returns Department, Maru and Friends® , 3175 SW 8th Street, Miami, Fl 33135. Allow a minimum of two business days, after receipt, for your request to be processed. 

Can I bill to an international address at Maru and Friends® e-store? 
We’re sorry, but at this time, we cannot accept addresses outside the United States or Canada at our e-store. Please call for special assistance. 

I have already placed an order. When will I receive it?
 
You can view the status of your credit card order and track the packages that have shipped using the order history button located on the right panel of the screen in the e-store. For questions about an order already placed, e-mail us at [email protected]; or call 305-577-6878.