Shipping & Returns
We want you to feel confident shopping with MalaMind. Please review our shipping, delivery, return, replacement, exchange, and cancellation information below before placing an order or submitting a request.
Shipping & Delivery
Order Processing Time
Orders are generally processed within 1–3 business days after payment has been successfully completed. Processing time is separate from the estimated delivery time shown below.
During major promotions, holidays, new product launches, or periods of unusually high order volume, processing may require additional time.
Where We Ship From
To help provide efficient delivery, orders are fulfilled from the nearest available warehouse that can serve the customer's delivery address, based on destination, product availability, and inventory. Because inventory may be stored in different fulfillment locations, orders containing multiple products may occasionally be shipped in separate packages.
Shipping Destinations
MalaMind currently ships to the following countries:
- United States
- Canada
- United Kingdom
- Australia
- Germany
- France
- Belgium
- Ireland
- the Netherlands
- United Arab Emirates
- New Zealand
Estimated Delivery Times
Estimated transit times begin after the order has been dispatched:
- United States: 7–15 business days
- Canada: 7–15 business days
- United Kingdom: 7–15 business days
- Australia: 7–15 business days
- Germany, France, Belgium, Ireland, and the Netherlands: 7–17 business days
- United Arab Emirates and New Zealand: 7–18 business days
Shipping Charges
Orders with a final merchandise subtotal of $69.95 or more qualify for free standard shipping. The threshold is calculated after discounts, promotions, and coupon codes have been applied, and before taxes and shipping charges.
Orders with a final merchandise subtotal below $69.95 may be subject to standard shipping charges. Any applicable shipping fee will be shown at checkout before payment is completed.
Tracking Information
When tracking is available, shipping confirmation and tracking details will be sent using the contact information provided with the order. Tracking updates may require additional time to appear after a shipment has been handed to the carrier.
Multiple Packages
If products in the same order are fulfilled from different available warehouses, the order may arrive in more than one package. Separate tracking information may be provided for each shipment where available.
Return & Exchange Policy
MalaMind accepts eligible return requests submitted within 30 days after delivery.
To request a return, replacement, or exchange, please contact service@mala-mind.com and include your order number, the reason for your request, and relevant photos where applicable.
Our customer-care team will review your request and provide the correct return instructions and return address.
Return Eligibility
Returned diamond painting kits must be unused, complete, and in a condition suitable for resale, unless the item arrived damaged, defective, incomplete, or different from the product ordered.
| Condition of Returned Product | Refund Eligibility | Return Shipping |
|---|---|---|
| Unused, unopened, undamaged, and complete with all original packaging and materials. | Eligible for refund | Paid by the customer |
| The kit has been opened, but no diamonds have been placed and all diamonds, tools, canvas, and packaging remain complete. | May be eligible after inspection | Paid by the customer |
| Diamonds have been placed, the canvas has been started, the diamond bags are missing, or the product has been used. | Return may be refused | Paid by the customer |
| The item arrived damaged, defective, incomplete, or different from the product ordered. | Replacement or refund may be provided | Covered by MalaMind when required |
Any refund decision will be made after the returned product has been received and inspected.
Return Shipping & Refunds
For change-of-mind returns, customers are responsible for the return shipping cost. We recommend using a trackable shipping service.
Original shipping charges and customer-paid return shipping costs are generally non-refundable for change-of-mind returns.
If the product is confirmed to be defective, damaged before use, incorrect, or materially different from what was ordered, MalaMind may provide a replacement or refund and may cover reasonable return shipping costs when a return is required.
MalaMind does not normally charge a restocking fee. However, a return may be refused or the refund may be reduced if the product cannot be resold because it has been used, started, damaged, or returned incomplete.
Bundle Returns
Products purchased through a discounted bundle must be returned in accordance with the bundle terms.
If only part of a bundle is returned, the bundle discount may be recalculated. The refund will be based on the adjusted value of the products kept after the applicable bundle discount has been removed or recalculated.
Bundle products must be returned complete, including the canvas, diamonds, tools, instructions, packaging, and any other included materials.
Order Cancellations
Orders may only be canceled before they have been shipped. Please contact us as soon as possible if you need to cancel or change an order.
We will make reasonable efforts to accommodate cancellation requests, but cancellation cannot be guaranteed after an order has entered processing or fulfillment.
If an order has already shipped, it cannot be canceled. After delivery, the order must be handled according to this Returns & Exchanges Policy.
Missing or Incorrect Diamonds
Please inspect your kit before beginning your project whenever possible.
If your kit is missing or contains incorrect diamonds, contact MalaMind Customer Care before starting the canvas whenever possible.
Please provide:
- Your order number
- The product name
- The missing or incorrect color or symbol
- A clear photo of the relevant area or color legend
- A photo of the diamond packaging, if available
After reviewing the information, we may provide replacement diamonds, a replacement product, store credit, a partial refund, or another suitable solution.
Damaged Canvas or Product Defects
If your canvas arrives damaged, the adhesive is defective, the printed symbols are unclear, or the kit is incomplete, please contact us before beginning the project whenever possible.
Please send:
- Your order number
- A clear description of the problem
- Clear photos of the affected area
- Photos of the outer packaging and shipping label
After reviewing your request, MalaMind may offer a replacement, reshipment, partial refund, or full refund. A physical return may not always be required.
Return Requirements
Approved returns must meet the following requirements:
- The return request must be submitted within 30 days after delivery.
- The diamond painting kit must be unused, complete, and suitable for resale.
- No diamonds may have been placed on the canvas.
- Diamond bags, tools, instructions, canvas, packaging, and included accessories must be returned where applicable.
- Bundle products and multi-item sets must be returned according to the applicable bundle terms.
- The item must be sent to the return address provided by our customer-care team.
- A trackable shipping service must be used and the tracking number must be provided to MalaMind.
Returns We Cannot Accept
We may refuse a return or reduce the refund when:
- The item was not purchased directly from MalaMind.
- The return request was submitted more than 30 days after delivery.
- Diamonds have been placed or the canvas has been started.
- Diamond bags, tools, instructions, packaging, or other included materials are missing.
- The product has been damaged after delivery or used improperly.
- The item was returned without approval or sent to an incorrect return address.
- The item was damaged because it was not packaged securely for return shipping.
- The item was personalized, customized, or marked as final sale, unless it arrived defective, damaged, or incorrect.
Minor differences in color, printing appearance, packaging, or screen display that do not materially affect the use of the product may not qualify as defects.
How to Make a Return
- Contact service@mala-mind.com with your order number, return reason, and relevant photos.
- Allow approximately 1–2 business days for our customer-care team to review your request.
- If approved, we will provide the correct return address and instructions.
- Package the product securely and return it using a trackable shipping service.
- Email the carrier name and return tracking number to our customer-care team.
MalaMind is not responsible for unauthorized returns, packages sent to an incorrect address, or return shipments lost in transit without valid tracking information.
Refund Processing Time
After the returned product reaches our designated return location, please allow approximately 5–10 business days for inspection and processing.
Approved refunds will be issued to the original payment method.
For change-of-mind returns, original shipping charges and customer-paid return shipping costs are generally non-refundable.
If the returned product does not meet the conditions stated in this policy, the return may be refused or the refund may be reduced.
Once a refund has been issued, your bank or payment provider may require additional time to post the funds to your account.
Business Information
MalaMind is a trade name operated by Raydo Logistics LLC.
30 N Gould St
Sheridan, WY 82801
United States
Email:
service@mala-mind.com
Phone: +1 347-985-6325
Chargebacks & Payment Disputes
We encourage customers to contact MalaMind before opening a chargeback or payment dispute. Our team is available to help resolve concerns involving delivery, cancellations, damaged products, missing diamonds, returns, and refunds.
If a payment dispute is opened, we may provide the payment provider with relevant order records, tracking information, delivery confirmation, customer communications, return records, and refund records.
Opening a chargeback does not automatically qualify an order for a refund. Refund eligibility will be determined according to this policy, the order records, and the payment provider’s review process.
Nothing in this policy limits any legal rights available under applicable consumer protection or payment laws.
Need Help?
Please include your order number and a clear description of your request. We normally respond within 1–2 business days.
Contact Customer Care