Frequently Asked Questions

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info@mombasabrand.com

 

MOMBASA BRAND. The original label of authentic mosquito net canopies and other fashionable designs for the home. 

What is the best way to reach us?

Email us or call us. One of our helpful customer service team members will be happy to assist you. We are availableMonday- Friday: 9:00am – 4:30pm Central Standard Time.

How much does shipping and handling cost?

Shipping costs vary with every order. All shipping options and costs will be calculated for you in the “Shipping Information” section during checkout. Shipping costs will be calculated based on weight, size of package, and shipping location. We proudly ship via UPS and FedEx.

What forms of payment does Mombasabrand.com accept?

Mombasabrand.com accepts Visa, MasterCard, and Discover. We also accept checks, but please allow for clearing time.

When will you be restocking canopies that you're out of?

Many of our styles are seasonal or limited editions; this means once they sell out they will not always be restocked. However, our classic styles are replenished on are regular basis. You may also find other canopies designed exclusively for local brick and mortar retailers near you.  Click here for a list or retailers.

Can I cancel my order once it has been placed?

It is our goal to get orders shipped out to our customers as quickly as possible, because orders populate into our inventory management system at the time of purchase, orders cannot be cancelled or modified once they have been placed. Please  make sure to review your order before you purchase it. You may also refer to our return/exchange instructions on how to return your order once you receive it. If you have entered an incorrect shipping address, please contact us immediately. There is a package intercept fee of $10.00 that will be assessed if you need to change a shipping address once the order has been submitted for processing.

Returns and Exchanges?

Returns and Exchanges are easy. Guidelines:

We accept unused products purchased exclusively from Mombasabrand.com within 30 days from the date of purchase.

Any merchandise considered to be used upon return will be will not be refunded. We will use our best judgment, choosing to donate or discard returned used canopies. We are also here if you have any questions, contact us

How do I return and/or exchange my Mombasa Brand Canopy?

Follow these easy steps for returns and exchanges:

  1. Complete a return/exchange form. Please include invoice number from original order – contact  us if you need help locating this number.
  2.  
  3. Pack all merchandise in the original package along with completed return/exchange form. Failure to include completed form might result in additional processing time of up to 90 days of time of receipt.
  4.  
  5. Ship to following address:
  6. Mombasa Brand Exchanges/Returns
  7. 1184 West Corporate Drive
  8. Suite E, Arlington, TX 76006

We highly recommend securing a tracking number for your return as Mombasa Brand is not liable for any packages lost in transit.

You are done! We will contact you via email once your return/exchange has been processed.

PLEASE NOTE:
For exchanges: Please allow 1-2 billing cycles for credit to appear on your statement.
Important: Only merchandise purchased from Mombasabrand.com.com, unused, and in the packaging they came in can be returned. 

Do I have to pay to ship canopies back to you?

Customers are responsible for shipping all exchange/return merchandise back to our  warehouse. We do not offer return-shipping labels, however, for an exchange we will pay for the shipping costs within the continental United States to send you the new Mombasa Brand canopies or merchandise.

Which method of shipping should I use to send my canopies back?

You can choose any method you like (USPS, UPS, FedEx, etc.) We highly advise securing a tracking number for your return, as Mombasa Brand will not be liable for any return packages lost in transit.

How do I know my exchange/return has been processed?

Please allow up to 10 business days for processing from the time you return your item(s) to us. For exchanges, you will get an email confirmation once the new canopy is on its way out to you.

If I return my canopy does Mombasa brand take a mosquito net away from a child?

Mombasa accepts exchanges and returns within 30 days from the date of purchase. This is how we evaluate how many mosqutio net canopies are final sales and can be counted towards our giving program. Once a mosquito net canopy is given to a child, it is their canopy. We would never take back a mosquito net.

Can I return an item I bought online to an official retailer?

Unfortunately no. Products purchased online through Mombasabrand.com must be returned/exchanged directly with us. Please follow the return/exchange instructions above. If you have any questions, Contact Us.

If you have any questions regarding shipping deadlines please contact Customer Service.

Does Mombasa Brand ship to P.O. Boxes or Military APO/FPO addresses?

All domestic orders ship exclusively with UPS or FedEx. UPS or FedEX not deliver to P.O. Boxes or Military APO/FPO addresses.

How long does it take for my order to ship once it is placed?

Mombasa Brand does not ship orders the same day they are placed. All expedited orders will be processed for shipment on the following business day. Please allow up to 5 business days for processing orders placed with UPS or FedEx ground. You will receive a tracking number along with a shipping confirmation email once your order ships. This email will arrive 1-2 business days after you receive your initial order confirmation email. 

How and When did the Mombasa Brand Begin?

The Mombasa brand was founded in 1979 by John Edgar, better known by his eclectic circle of friends as “Pejuta" a Lakota Indian word meaning "medicine".  Inspired with the simple makings of an East African mosquito net and the help of his close friend in Key West, Florida, Pejuta introduced to the fashion world a whimsical and romantic bed canopy, the Mombasa Magic, which captured the attention of movie stars and the interior design world alike. To learn more, visit our Company Overview

Is Mombasa Brand a non-profit organization?

Mombasa Brand is a for-profit company with giving as an essential part of its core. With our One for One mosquito net project and other giving programs, Mombasa Brand transforms our customers into benefactors, which allows us to grow truly sustainable giving efforts rather than depending on fundraising for support. This model has enabled us to give more mosquito nets at a rapid rate and created thousands of customer-philanthropists along the way.

How does Mombasa Brand give the matched mosquito nets?

With every One For One, marked Mombasa Brand canopy you purchase online at the Mombasabrand.com website, Mombasa Brand will give a mosquito net to a child in need. One for One. Using the purchasing power of individuals to benefit the greater good is what we're all about.