help.

Christmas

• Order by 12/20 for delivery in the continental U.S. on purchases placed with UPS 2-Day Shipping. This deadline does not apply to international or non-continental orders.
• Order by 12/20 for delivery in the continental U.S. on purchases placed with UPS Next Day Air. This deadline does not apply to international or non-continental orders.

New Years

• Order by 12/20 for delivery in the continental U.S. on all orders placed with Free or Standard shipping. This deadline does not apply to international or non-continental orders.
• Order by 12/27 for delivery in the continental U.S. on purchases placed with UPS 2-Day Shipping. This deadline does not apply to international or non-continental orders.
• Order by 12/27 for delivery in the continental U.S. on purchases placed with UPS Next Day Air. This deadline does not apply to international or non-continental orders.

To find your order's status, check your order confirmation email containing your order number and enter on our order tracking page.

If you do not see this shipping confirmation email, please check your spam folder.

If your purchased items are not on pre-order, our fulfillment team will process and ship your order within 24–48 hours Monday–Friday. When your item ships, you will receive a confirmation email with tracking. Be sure to check spam if you have not received the email.

Expedited orders must be placed Monday-Friday before 10:00am EST in order to ship same day.

If your USPS tracking information has not updated, know that your order has shipped. Facilities are not always timely with scanning in packages or updating the tracking info. Once it arrives at the post office in your county, a final ETA will be calculated.

For additional information not found on your tracking page, contact USPS directly at 1 (800) 275-8777.

We ship to APOs and all 50 states within the United States as well as Canada, the United Kingdom, the European Union, and Australia. International fulfillment is unavailable on some products. Check product pages for specifics.

Free shipping is available for all orders $85 and over throughout the contiguous United States via USPS®. For all orders under $85 shipping within the United States, a flat-rate shipping fee will be applied. For expedited and international shipments, costs vary depending on the shipping provider and destination.

Timelines

USPS® First Class typically arrives within 5–10 business days. See USPS® current shipping times.

UPS® Ground typically arrives within 2-5 business days. Please note that UPS® Ground does not deliver to PO boxes. See UPS® for current shipping times.

UPS Next Day Air® typically arrives on the next business day before 12pm if the order is placed by 10am EST. See UPS® for current shipping times.

UPS Next Day Air Saver® typically arrives on the next business day after 12pm if the order is placed by 12pm EST. See UPS® for current shipping times.

Passport Priority Duties Paid typically arrives within 10-15 business days.

Our packaging is intentionally discreet. Your order will arrive in a plain white or neutral box.

If you notice your shipping or billing address is incorrect after placing your order, please email orders@getmaude.com.

We accept all major credit cards and PayPal. If your transaction is not going through, please double check that your credit card name, number, expiration date, and billing address are all correct.

We accept all major credit cards and PayPal. If using PayPal eCheck, please allow extra time for us to process your order since PayPal takes an additional 3–5 business days to process the order, before our system is able to proceed with fulfilling and shipping your order.

When your item was shipped, a shipping confirmation email was sent to the email submitted with your order. If you do not see this shipping confirmation email(from orders@getmaude.com) in your inbox, please check your spam folder. 

Occasionally, we've seen that USPS facilities are not timely with either scanning in packages and/or updating the tracking info. Please allow 24–48 hours for your tracking to update. If your tracking status is stuck on "confirmed" after 48 hours, please reach out to orders@getmaude.com. 

We do not include gift receipts with your order. If the recipient needs to return, exchange, or has any questions about their maude product, please have them email orders@getmaude.com with your original order number. 

During periods of high volume of orders, our products may be on backorder and/or shipping with delay. Please reach out to orders@getmaude.com if you have any questions about the status of your order.

Carriers can sometimes mark a package as delivered when it leaves the processing center, and then can be as much as 3 business days before it arrives at your door. The best way to find out the status of your package is for you to contact the carrier directly.

Yes, we offer gift cards available in various amounts.

We offer pre-orders on items that are currently out of stock. Please check product pages for information on products timelines. Pre-orders require payment to be made at checkout.

If you have ordered multiple items, all items will ship together once the out-of-stock item is back in stock. Although we will try our best to give an exact estimate on the product page, ship dates are not guaranteed and delays may occur.

Please review the product page for estimated timelines.

If you've ordered an out of stock item, please make sure to make the following emails accepted senders in your email to receive updates: hello@getmaude.com and orders@getmaude.com 

Check out the specific product page for timelines. Your order will ship in full once your pre-ordered item is back in stock. Please keep an eye on your email for tracking.

All supplements and rise condom sales are final, this includes any kits they are included in. Unopened lubricant (box must remain sealed) and unopened bath salts, oils, body wash, and candles will be accepted within 7 days of purchase. We do not accept exchanges and/or returns for any opened or used products.

Please note, the following products are Final Sale and not eligible for return due to health protection or hygienic reasons, regardless if they are sealed or unsealed (unless defective):

● Dome

● Vibe

● Spot

● Drop

● Cone

● Cone, Medium

● Band

Contact us at orders@getmaude.com for more information on return eligibility. Customers are responsible for return shipping and handling costs as we are unable to provide prepaid labels.

To be eligible for a refund or exchange on a damaged item, you must first email us within 7 days of receiving the product. Please send us an email at orders@getmaude.com to alert us of the damage (a photo is always helpful) and we will walk you through the process.

If eligible for a return, you can return in-store purchases online. Email us at orders@getmaude.com and a customer service rep will provide instructions on how to return your item.

Once a refund is issued, funds will be reimbursed to the original form of payment within 3-5 business days. 

If eligible for a return, have the recipient email orders@getmaude.com and a customer service rep will provide instructions on how to return your item(s).

If your order arrives damaged, defective, or incorrect, please reach out at orders@getmaude.com, with a detailed description of the issue, and photos. 

You can access and manage your subscriptions in the Customer Portal through your maude account. First, login to your maude account, then click on the Manage Subscriptions button and you will be taken to your Subscription Customer Portal where you can add, cancel, swap, or skip your subscription.

In order to cancel your subscription, you will first need to log in to your maude account and click the Manage Subscriptions button. Within the Subscriptions tab, click the Cancel link next to the subscription order you would like to cancel. On the following page, you will be prompted to enter a cancellation reason.

In order to update your billing information, you will first need to log in to your maude account and click the Manage Subscriptions button. In the Billing Information tab you'll find the current method of payment along with the current billing address. However, this is not the same as the shipping address. You would edit the address in this section if your billing address has changed or if you need to update your email address.

In order to skip a subscription delivery, you will first need to log in to your maude account and click the Manage Subscriptions button. Once logged in, click on Delivery Schedule on the left to see all upcoming deliveries for your subscriptions. To skip a delivery, you can click Skip next to the delivery you would like to skip. Similarly, to unskip a delivery, you would click Unskip next to the order.

In order to update your shipping address, you will first need to log in to your maude account and click the Manage Subscriptions button. Once logged in, click on Subscriptions and click Edit to the right of the address. This only affects the shipping/delivery address, this does not update billing information related to the method of payment. You will be taken to a page where you can modify your shipping address fields.

Yes, we ship to Canada. To get your order to you, we've partnered with Passport Shipping

Yes, we ship to the UK & EU. To get your order to you, we've partnered with Passport Shipping and they will be the Seller for all orders to the UK for orders under £135 and orders to the EU for orders €150 and Under.

Yes. All of our products undergo extensive and rigorous testing. We use 100% platinum-grade silicone (REACH passed / FDA grade) in our devices, all lubricants and condoms are FDA-cleared, and our body products comply with California Proposition 65, Sephora Clean Standards, IFRA standards for fragrance

We work directly with manufacturers from all over the world including many in the U.S. Please see individual product pages for specific manufacturing details.

Whenever possible maude use sustainable materials and packaging. Please see below for individual components. 

Outer Packaging
Each of our shipping cartons, both direct-to-consumer and wholesale fulfillment, are locally manufactured with 100% post-consumer recycled fibers.

Secondary Packaging
Each product that requires secondary packaging (tub kit, wipe, vibe, weekender kits) is manufactured with 50% post-consumer recycled fibers and are locally produced where applicable. We have opted against unnecessary secondary-packaging for each of our products to reduce the amount of materials used.

Glass
On top of being recyclable, the glass packaging jars for bath, burn, and soak can be repurposed and used as storage containers and planters.

Plastic
Our current FDA-approved PET plastics are recyclable as we work towards post-consumer options.

Biodegradables
wipe is entirely compostable and made of 100% OEKO-TEX® certified fabric. rise is made of 100% natural latex and is biodegradable. 

Recyclability
All of our packaging is 100% recyclable with standard curbside recycling programs or designated recycling facilities. Almost all of our packaging is easily compostable—including shipping cartons (both direct-to-consumer and wholesale fulfillment) and each secondary packaging where applicable.