Frequently asked questions

Order Status

How do I modify or cancel my order after it is placed?

Please contact us as soon as possible as orders are processed quickly. We may cancel or modify your order if it has not been packaged for shipment. If the order can't be modified then you must wait for the package to arrive and then follow the return procedure. To cancel or modify an order, call Customer Service at 1-877-973-8638 between 9am and 8pm EST.

When will my order be processed?

If your order payment has been successfully authorized, all orders placed from Monday-Friday before 2pm EST will be shipped the same business day, pending any unexpected delays. Orders placed on weekends and holidays will be processed and shipped on the next business day.

What if I haven't received an order confirmation email?

If you made a purchase you should have received an order confirmation within minutes. If you did not receive your order confirmation in an email, check your spam or junk folder in your email application. The confirmation email may have been mistakenly directed to the wrong mail box. You can also call us at 1-877-973-8638, or send an email to contact@melanielyne.com.

What if an item is unavailable after ordering?

While we make every effort to fulfill your order, occasionally certain items may be unavailable. We will notify you via your email confirmation if there is any change to your order. Any changes will be removed from your order total and will be reflected on your shipping invoice. You will not be charged for items that won't be shipped.

How can I check my order status?

For your convenience, www.melanielyne.com offers an Order Inquiry feature. You can check the status by logging into your account, you will see a brief summary of your placed orders. To see a more detailed view of your order, click the order number. Don't have an account? You can also track your order if you purchased as a guest, simply click on "Order status" at the bottom of every pages of the site. You will then be asked to enter the order number, the email address used to place the order and your billing postal code.

I have received my order, but one item was missing or incorrect. What should I do?

If some items are missing it's likely because we're shipping them in separate packages. This is done in order for you to receive the items quickly. If you received an item that doesn't correspond to the ones you ordered, or if you’re still experiencing problems please call Customer Service at 1-877-973-8638 for further assistance.

Why was my order, or some of my items cancelled?

1) Full order is cancelled:
One reason your order was cancelled is because your credit card information is incorrect. These errors could include the billing address not matching the records on your credit card statement, and the security code or expiration date is incorrect. Another possibility is the lack of available credit. If an order is placed with an invalid address (located outside of Canada) then it will not be processed. Once an order is cancelled it cannot be reactivated or modified in any way. You must create a new order to receive the desired items.

2) 1 or more items are cancelled:
If some items were cancelled from your order it's because they are not available at the time of processing. Your credit card will only be charged for the items that have been shipped to you. For more details please contact a customer service representative at contact@melanielyne.com.