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  • More Mashbox FAQ | Craft Spirits Marketplace
    I was charged for the MashBox order (and sent an order confirmation email, too), but I/Recipient haven't yet received the box (or a tracking number, etc.). Why not? 
    What you received is an Order Confirmation email from our system "confirming" your order - not a shipping confirmation. It's just us letting you know that we received your order and that the box is getting ready. When we actually ship out your box (approx the 3rd week of the month), you will get a separate shipping confirmation with a tracking number so you can anticipate delivery. 

    Note, since most MashBox subscriptions are prepaid you will NOT be charged every time we ship you a box. You were already charged when you placed the order -  and that’s all you will ever be charged, for that particular subscription.

    Can I place my order via phone? 
    Unfortunately, not at this time. All orders must be placed online at mashandgrape.com. if you need assistance, email us at openbar@mashandgrape.com and we'll be glad to help. 


    What's the best way to contact you? 
    By direct email - openbar@mashandgrape.com. Someone will get back to you ASAP - between the hours of 9AM - 6PM EST, Monday-Friday - promise! If you're emailing us on weekends or holidays our responses may be delayed as well. 

    How come I haven't received a response to my email? 
    We pride ourselves on reliable customer service and try to respond to your email inquiries promptly and consistently. However, lately, spam filters in different email systems such as Gmail have become very aggressive, which essentially means that our responses could be hitting your spam/junk/"marketing"/"promotion" folders instead of your regular inbox. So if you don't get a response from us within 48 hours, please check your spam filters! Also, we'd greatly appreciate it if you add our email address (openbar@mashandgrape.com) to your email "safe" list (or mark as "not spam"/ "not junk").
    What if I want to cancel my order or change the shipping address, etc.?
    If your order hasn't shipped we will gladly cancel your order. However, contact us immediately via email so we are able to process your request. If the order has advanced in the processing stage, we cannot guarantee that any changes will be made. 

    What if my product is damaged?
    That's a bummer! Contact us at openbar@mashandgrape.com and we will be happy to help.

    Can I return products I don't like? 
    Generally, all sales are final given the nature of the products. However, send us an email at openbar@mashandgrape.com and we'll see what we can do to help. If we can help, we surely will (as long as it's allowed by law).

    Can I use a different billing and shipping address?
    Absolutely. At the checkout page, just be sure to uncheck the "same as billing address" option and you will then be prompted to enter a different billing address (the first address you enter when you checkout is the shipping address). 


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