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Customer Service

"...I just wanted to let you and your company know the service I received was impeccable! You got it down to a 'T' with the strap width, length, style and clasp style. It went well with my Classic Q Percy Marc Jacobs black bag. I will be purchasing another in a different color and cannot wait to order my custom strap! Also, the communication I received from your company was amazing..."
- Sopheary (more reviews)

Contact Mautto

If you have any questions, please use the contact form or send an email to customerservice@mautto.com. Our business hours are Monday-Saturday 8am-5pm Pacific Time.

P.O. Box 218, Aptos, CA 95001(831) 234-3467

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Payment

Payment is made safely and securely through PayPal. Please note that a PayPal account is NOT required to complete your order. Learn more about our Secure Checkout Process.

Sales tax will be added at the rate of 8.25% for all California customers.

Shipping

STOREWIDE FREE SHIPPING POLICY: Mautto provides free shipping within the United States using USPS First Class or Priority Mail, depending on the total size and weight of your order. You will receive an email notification when your order ships with the tracking information.

All orders are made by hand, as ordered, and generally ship in 7-14 days. Orders with O-Rings or Bag Tag Clips ONLY (no straps), generally ship within 2 business days. Custom orders may take longer; the timeframe will be communicated to you before completing your order.

If you would like to upgrade your shipping to include insurance, signature confirmation or overnight/express shipping, please contact us using the contact form for a price quote prior to checkout.

INTERNATIONAL: orders are shipped via USPS International Priority Mail or USPS First Class International Mail. The cost for shipping varies by country, order size and weight. If you would like to upgrade your international shipping to provide tracking information, USPS Priority Express International Mail is available for an additional cost. Please contact us using the contact form for a price quote prior to checkout.

We ship to the following countries: Australia, Belgium, Canada, Finland, France, Germany, Ireland, Norway, Singapore, Sweden, Switzerland, United Kingdom and United States of America. If your country is not listed, please contact us for a customized shipping quote; however, please note that we do not ship to some international countries.

Buyer is responsible for any customs duties, fees, taxes, or charges (if applicable), imposed by your country.

Priority (Rush) Processing + Expedited Shipping

Please note that all items are made-to-order, by hand, and can take 7-14 days to ship via Regular Processing. To get your order shipped within 2 business days of purchase via Priority Processing, plus, sent via USPS Priority 2-Day Domestic Mail, simply add the Rush Processing + Expedited Shipping Add-on to your cart with your strap(s) and complete checkout. For customers in the USA, this typically means your order will arrive within 5 business days.

Please note that this add-on is non-refundable.

Return Policy & Instructions

Your complete satisfaction is guaranteed. If you are unhappy with your purchase for any reason, please see the return policy below.

We accept returns for a refund on regular priced items if returned postmarked within 45 calendar days of the purchase date. For returns of merchandise after 45 calendar days of the purchase date, or returns of Custom Orders, returns of Sale items, or returns of Clearance merchandise, store credit will be issued (less any shipping charges). If you are exchanging merchandise, simply purchase the preferred item(s) at your convenience and the returned item(s) will be refunded accordingly upon receipt.

Please package your return safely to avoid damage during shipment back to Mautto.

Please note the following:

  • There is a $5 processing fee per item for all returns and exchanges.
  • Returned merchandise must be received in original condition.
  • Buyer is responsible for return shipping costs.
  • Returns are not accepted on worn or used merchandise.
  • Returns are not accepted on samples of leather, webbing or other materials.
  • Shipping fees, including the Rush Processing add-on, are non-refundable.

We will always accept returns that meet these requirements:

  • Returned (postmarked) within 45 calendar days of purchase date.
  • Includes your name, order number, order date, and reason for return.
  • Received in original condition (undamaged and unused).

For international orders: returns must be marked "returned merchandise" on customs forms; any returned packages that arrive with customs fees will be refused.

RETURNS THAT DO NOT MEET THE ABOVE CRITERIA MAY NOT BE ACCEPTED.

Please send returns to:

Mautto
P.O. Box 218
Aptos, CA 95001

When the return is received and meets the above criteria, a refund will be issued within 2 business days. Please note the following regarding refunds:

  • Refunds will be applied to the original funding source, per our payment processor.
  • Refunds cannot be applied to other recipients or funding sources.
  • For refunds to a credit card, it can take up to 30 days depending on the issuing bank.

Cancellation Policy

If you cancel your order before it has shipped, you will be charged a non-refundable $3 cancellation fee ($5 cancellation fee for Custom Orders). If you cancel your order after it has shipped, then please see our Return Policy section above.

Don't see what you're looking for? Contact us about a custom order!