Mapleandwest.com is part of the Acumen Brands family of online stores.
Ordering Basics Order Status, Changes, and Cancellations Payment Details Check Out and Security Issues Shipping Information Returns & Exchanges
How do I place an order?
Select Your Product and “Add to Cart.” You will be directed to the shopping cart, where you can “Begin Secure Checkout” or “Continue shopping” if you wish to purchase additional items.
Enter Your Discount Code or Gift Card - If you have any discount codes or gift cards, you will enter them in the 'Enter Coupon/Gift Code' box above the subtotal and then click 'Apply.'
Choose your Shipping Method - We offer several methods of shipping but the default is FedEx Saver Shipping which typically takes 4-8 business days. Upgraded shipping options will get your order to you faster. Further details can be read here.
Begin Checkout - You can then click “Begin Secure Checkout.” You will be directed to a secure checkout page where you can enter your shipping and payment information. You may also checkout using PayPal by clicking the link in the Shopping Cart.
Fill in the appropriate fields and click “Complete Purchase” to finish your order!
When will my order ship?
The time frame given on each product after you select size and color reflects the estimated amount of time it will take to prepare your order for shipment. Many items are available to ship within 1 business day. Others may take longer depending on availability. Orders do ship complete, so if multiple items are added to a cart, the time frame listed above your subtotal reflects when it should ship from our warehouse.
How do I know the item(s) I am ordering are available?
We keep our website as up-to-date as possible with currently available items. However, if we unexpectedly run into a problem with an ordered item, we will notify you via e-mail immediately.
What about computer monitor and product color discrepancy?
Our in-house photographers shoot the majority of images seen on our website. We work hard to accurately represent the products and the colors on your screen. However, all monitors are different, and personal settings may affect the colors your computer displays.
Does Maple & West offer a catalog?
No, we do not publish a printed catalog. Instead, our website serves as a living catalog, which allows for more product detail, availability information, and new products.
Order Status, Changes, and Cancellations
How do I check my order status?
Visit http://www.mapleandwest.com/order-status to check your order status.
How do I change or cancel my order?
If you need to change anything about your order, including cancellation, please contact us immediately at firstname.lastname@example.org or 1(866)519-1545. Once orders move into our shipping process, they may not be available to change.
What payment methods does Maple & West accept?
We accept Visa, MasterCard, Discover, and American Express. All prices on our website are in US dollars and we are not able to accept checks, money orders, or foreign currency.
Does Maple & West charge sales tax?
As required by law, orders shipped to the state of Arkansas are subject to applicable sales tax. If your order is being shipped to any other state, sales tax will not be added to your order.
How do I use a gift card, promo, or coupon code?
While on the shopping cart page, enter your code in the 'Enter Coupon/Gift Code' box above the subtotal and then click 'Apply.'
Why has my card been charged if my order has not shipped?
Payment is processed at the time the order is placed. This not only ensures payment, but also protects cardholders, as we have a security and fraud protection process enabled for your benefit.
Check Out and Security Issues
What if my order is declined?
If an order cannot be processed due to being declined or due to fraud services protection, we recommend contacting your bank to make sure those funds are not held since the order did not finalize with us.
Is shopping at Maple & West secure?
Maple & West takes every precaution to protect your user information. When you submit sensitive information via the website, your information is protected both online and offline.
How much does shipping cost?
FedEx Saver Shipping is free for every order.
We offer an upgrade to FedEx Premium Ground shipping for $9.99. For items that are currently in our warehouse, we offer expedited shipping methods; FedEx 2-Day Air is $14.99, and FedEx Next Day Air is $24.99.
How are orders shipped?
All orders are shipped via FedEx in order to provide the best possible service for our customers. There are several different shipping options for your convenience:
FedEx Saver Shipping will choose the most affordable FedEx shipping method, which is typically FedEx SmartPost. FedEx SmartPost utilizes the US Postal Service for final delivery to you. This method typically takes 4 to 8 business days to be delivered, depending on the destination.
FedEx Premium Ground shipping is our fastest method of ground delivery, and typically takes 1 to 4 business days for delivery in most places within the contiguous U.S.
We also offer FedEx 2Day Air and FedEx Next Day Air, which are available as an upgrade.
What if I have PO Box?
If you have a PO Box in addition to your physical address, please use your PO Box as the shipping address if you choose FedEx Saver Shipping method.
If you want the package delivered to your physical address, you will need to upgrade to FedEx Premium Ground. FedEx will deliver Premium Ground packages directly to your door.
Can my order be expedited?
We offer expedited shipping only for items that have a promised ship time of 24 hours, which is displayed on each item page after selecting your appropriate size, color, and width. Please choose an expedited shipping option during the checkout process.
Does Maple & West ship internationally?
Unfortunately, at this time we are unable to ship outside of the United States.
Does Maple & West ship to Alaska or Hawaii?
We are able to ship to Alaska and Hawaii. There is a surcharge of $15 in addition to the shipping cost. Free Shipping for orders over $40 only applies to orders shipping within the contiguous United States. Please contact Customer Service to place your order at 866-824-7970.
Why hasn’t my product shipped?
You placed an order after the close of business.
If you place an order after 5 pm Central Time, your order will not process until the next business day. This means that if you place an order Monday night at 9 pm, your order will not begin processing until Tuesday. Similarly, if you place an order after 5 pm on a Friday, your order will begin processing on the following Monday (the next business day).
You placed an order on a national holiday, or when our offices are observing a national holiday.
If you place an order during the time when our offices are observing national holidays, it will be processed on the first business day after the holiday observance.
Your order is being prepared for shipment
Please review your order status for the estimated ship date for your order. You will receive a shipping confirmation email with a tracking number as soon as it ships. If the estimated ship date has passed and you haven’t received a shipment notification, please feel free to contact us for an update.
Returns & Exchanges
What is Maple & West’s return policy?
In the event that you aren’t completely satisfied with your order, we do offer a 100% money back guarantee within 30 days of receiving your order. Please make sure everything is in its original packaging with manufacturer tags and that it hasn’t been washed or worn. As usual, embroidered sales are final and cannot be returned or exchanged. If you want to return an item for a full refund, you will be responsible for shipping charges. We do not accept "postage due" returns. Shoe or boot returns and other boxed items must be in the original, undamaged packaging. Please do not tape or attach postage directly to the shoe box, but to the shipping box. Damaged shoe or product boxes will be subject to a $3.50 fee. Returns that are not in their original, resellable condition are subject to a 15% restocking fee.
How do I return an item?
You can set up your return and print out a $5 return label online at mapleandwest.com/account. $5 will be deducted from your final refund amount.
“Sign in to your account,” or “Setup your account,” (if you haven’t done so) then follow steps 1-5.
Step 1. Click the order number that contains the item you want to return.
Step 2. Click "Return items from this order."
Step 3. Select items you want to return by choosing the return reason, and how many you are returning.
Step 4. Next, choose how you wish to return your item. You can either print a shipping label and we will deduct $5 from your return credit, or you can ship using the method of your choice. (Please get a tracking number if you choose not to use our label.)
Step 5. Click “Continue” and you'll be prompted to either print a shipping label or get a Return Authorization (RA) number for your records.
Lastly, please fill out the return/exchange form included in your order and return your item(s) to:
Maple & West Returns
2041R North Shiloh Dr
Fayetteville, AR 72704
Your return will be processed within two weeks of receipt, and a confirmation email will be sent out to you at that time.
*We can not provide return labels for APO returns.
When will I get my refund?
Once your return is received, a refund or an exchange order will be processed within 2 weeks and a confirmation email (from an @acumenholdings.com account) will be sent at that time.
How do I exchange an item?
Exchanges are accepted for up to 30 days from the time that you receive your order and are set up much like returns. Just follow the “How To” instruction listed above (under "How do I return an item?") to print a return label, then fill out the return/exchange form that came with your order indicating which items you would like sent back out to you. We will place your new exchange order for you within 2 weeks of receiving your return. A confirmation email will be sent out to you at that time.
Any further questions? Just let us know!
Phone: 1 (866) 519-1545
Our call center is open 8:30am to 5pm CST Monday - Friday
What if I received a defective product?
Maple & West is a retailer – we do not manufacture any products and we do not sell factory rejects. However, if you receive a product and believe there is a manufacturing defect, please contact us immediately and before sending the product back. We will work with the manufacturer to replace the item for you as the protocol for defective products depends on which manufacturer issued the product.