Frequently Asked Questions

Are your products made to order?

Yes. Made to order means your item is not sitting in a warehouse already made. After you place your order, the item is produced specifically for you, then packed and shipped.

Most items are made within 7 business days. Select items such as travel bags, handbags, wallets, shoes, lamps, furniture, and certain dresses may require up to 14 business days for production.

Production time does not include shipping transit time

Where do you ship?

We are based in the USA and ship our products throughout the United States. All items are made to order, either in the USA or through trusted manufacturing partners globally.

International shipping is available on select items only. If international shipping is available for a product, the available shipping options will appear at checkout.

International delivery may take up to 30 days depending on the destination, carrier, customs processing, and order details.

Customs and Import Taxes

Buyers are responsible for any customs fees, import duties, taxes, or related charges that may apply in their country.

We are not responsible for delays caused by customs processing.

Orders that are destroyed by customs, abandoned, or deemed undeliverable due to customs restrictions are not eligible for refunds.

If an international order is returned to sender due to an incorrect address, customs refusal, unpaid customs fees, refusal of delivery, unavailable recipient, or failure to pick up the package from the carrier, a refund will be issued for the merchandise cost only. Original shipping fees are non-refundable.

How long does it take to receive my order?

All products are made to order. Production times vary by item:

  • Most products: up to 7 business days
  • Travel bags, handbags, wallets, shoes, furniture, lamps, and certain dresses: up to 14 business days
  • Storage credenza cabinets: up to 25 to 30 business days

Production time does not include shipping transit time. During the holiday rush, processing and delivery times may be longer.

 Do you ship to P.O. Boxes?

Some items cannot be shipped to P.O. Box addresses, including handbags and large items such as furniture and lamps. Please provide a valid residential or business street address at checkout to avoid delays or order cancellation.

What is your return policy?
Because our products are made to order, we do not provide refunds, returns, or exchanges for size discrepancies, color variations, or buyer’s remorse.

If your item arrives damaged, defective, incorrect, or has a verified print or production issue, please contact us within 3 days of delivery with clear photos or videos.

You can review our full Return Policy for complete details.

Can I track my order?
Yes. Once your order has finished production and shipped, you will receive a tracking number by email. The email will include a Track My Order link so you can follow your shipment through our order tracking page.
What if the item I received is damaged or defective?
If your item arrives damaged, defective, incorrect, or has a print or production issue, please contact us at returns@katemcenroeny.com within 3 days of delivery. Please include clear photos or videos of the item, the packaging, and the issue so we can review it. Once verified, we may provide a replacement, refund, or store credit, depending on the issue.

Can I get help choosing the right product?

Yes. If you have questions about sizing, product details, production times, or which item may work best for you, please contact us at support@katemcenroeny.com or chat with us during business hours.

Customer support hours are Monday through Friday, 10 AM to 8 PM ET, and Saturday through Sunday, 9 AM to 8 PM ET.

Can I cancel or modify my order after it has been placed?

Orders may be canceled or modified within one hour of purchase. Once an order has entered production, it cannot be canceled or changed.

If you need help, please contact us as soon as possible at support@katemcenroeny.com.

How can I contact your customer support?

Please contact us by email at support@katemcenroeny.com or call/text us at (917) 455-5322.

Customer support hours are Monday through Friday, 8 AM to 8 PM ET, and Saturday through Sunday, 9 AM to 8 PM ET.

Do you have a physical store?

Currently, we operate solely as an online store. We provide detailed product descriptions, high-quality images, and customer reviews to help you make an informed decision before placing an order.

Do you offer gift wrapping or personalized messages?
Currently, we do not offer gift wrapping or personalized messages.
Can I request customization or personalization for my order?
Yes. Designs in our store can often be customized or made into other products we offer. Message us with your request, and please include your email so we can contact you with details and proofs.