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Find answers about product compatibility, shipping, tracking, taxes and duties, returns, payments, and order changes. For complete terms, the applicable MaggieFrameStore policy page takes priority if any information differs.

Product Selection and Compatibility

How do I choose the correct MaggieFrame for my embroidery machine?

Select the exact machine brand and model shown in the product options. If you are not sure, please contact us before ordering and send your machine brand and model number. 

What should I do if I selected the wrong machine model?

Please contact us as soon as possible. We will try to update the order before it is processed, but changes or cancellations cannot be guaranteed after an order has been accepted or shipped. If the order has already been delivered, any return or exchange will follow our Refund and Return Policy.

Shipping and Delivery

How long does it take to process and deliver my order?

Orders are normally processed and shipped within 3 business days after the order is placed and payment is confirmed. Estimated delivery time depends on the destination, holidays, etc. Please see our Shipping Policy for the current estimated delivery time for each market or region.

Where will my order ship from?

Orders may ship from our China warehouse or a local warehouse, depending on the destination country. 

Which shipping carriers do you use?

We use major carriers such as FedEx, UPS, USPS, and local courier services. The carrier depends on the destination, package size, and available shipping route.

How much does shipping cost?

The final shipping fee is calculated at checkout based on the shipping country, product type, order value, and available shipping method. Any available free-shipping threshold or shipping option will be shown before payment. Please review the checkout information and our Shipping Policy before completing your order.

What if my country or region is not available at checkout?

Shipping availability varies by product and destination. If your country or region is not available at checkout, please contact us before placing an order.

Order Tracking

How can I track my order?

You will receive an order confirmation email after placing your order. Once the order ships, we will send a shipment confirmation email with the tracking number and tracking link. You can also use our Track Your Order page or enter the tracking number on the carrier's official website.

Why did I receive more than one tracking number?

Products in the same order may ship separately because of stock availability, warehouse location, package size. Each shipped package will have its own tracking information.

Taxes, VAT, and Customs Duties

Will I need to pay taxes, VAT, customs duties, or import fees?

Taxes, VAT, import duties, customs duties, brokerage fees, and local customs fees vary by destination. They are not included in the product price unless clearly stated at checkout or on the product page. Please check the information shown before payment and contact your local customs or tax office if you need an estimate of possible import costs.

Returns and Refunds

How long do I have to request a return?

MaggieFrameStore offers a 30-day return window for eligible products. The 30-day period and all eligibility requirements are governed by our Refund Policy.

How do I start a return?

Email service@maggieframe.com before sending anything back. You must obtain a Return Authorization number and the correct return address. Returns sent without prior authorization will not be accepted. Please provide your order information and proof of purchase.

What condition must a returned product be in?

The product must be in its original, undamaged condition. Used or damaged items are not eligible for return. Please inspect your order after delivery and contact us promptly if an item is incorrect, damaged, or defective.

Who pays the return shipping and customs fees?

The customer is responsible for return shipping and related customs fees. Return shipping costs may be deducted from the refund. Additional fees may apply if a product is damaged or components are missing. Please review the complete Refund Policy before returning an item.

When will I receive my refund?

After the returned item is received and assessed, MaggieFrameStore will notify you by email whether the refund is approved. Approved refunds are processed to the original payment method within 7 days. Your bank or card provider may require additional time to post the funds.

Orders and Payments

Can I change or cancel my order?

Please contact us immediately. We will try to help, but an order may not be changed or cancelled after it has been accepted, processed, or shipped.

Which payment methods do you accept?

Available payment methods are shown at checkout. You can also review our Payment Method page for more information.

Still Need Help?

Email us at service@maggieframe.com, message us on WhatsApp, or use our Contact Us page. Our service hours are Monday to Friday, 9:00 AM to 6:00 PM (GMT+8), and we normally respond within 24 hours.