Questions for a considered home.
When we're available
Monday–Friday
9:00 a.m.–6:00 p.m.
Pacific Daylight Time (PDT)
A guide built around
the way you shop.
Browse by the stage of your Mtlvoaken™ experience. Product and placement questions come first, followed by order and delivery information, return guidance, and practical checkout support.
Choosing Your Décor
A few details to consider when bringing Mtlvoaken™ objects, botanicals and vessels into your space.
What kind of products does Mtlvoaken™ offer?
Our collection centers on decorative home accents rather than one single interior style. You may find sculptural objects, hourglasses, wind chimes, faux botanicals, seasonal wreaths, and decorative vases designed for shelves, tables, entryways, living spaces, and other suitable settings.
Each product page provides the relevant size, material, finish, variant, and intended-use information.
Will the color look exactly the same as it does on my screen?
We aim to present each piece as accurately as practical. Color and finish can appear slightly different because of room lighting, photography, screen settings, and the visual characteristics of individual materials.
For pieces with botanical textures, decorative finishes, or handcrafted-style details, small visual variations can also be part of their character.
Can I use every Mtlvoaken™ product outdoors?
No. Suitability depends on the individual product.
Certain wind chimes, wreaths, or hanging décor may be appropriate for covered or suitable outdoor settings, while tabletop sculptures, decorative vessels, and other pieces may be intended primarily for indoor use.
Please follow the care and placement information shown on the individual product page rather than assuming that all home décor is weather-resistant.
Are your decorative vases suitable for water and fresh flowers?
It depends on the vase.
For example, our Clearline Acrylic Cylinder Vase is designed to accommodate fresh floral arrangements and water. Other decorative vessels, including certain resin or metal designs, are intended primarily for dried or artificial stems and should not be assumed to be watertight.
Always check the individual product description before adding water.
Orders & Delivery
What happens between completing checkout and seeing your new decorative piece arrive at your door.
How long does it take to prepare an order?
Orders are normally processed within 2–5 business days after payment is confirmed.
During holidays, major promotions, or unusually busy periods, preparation may take up to 6 business days. Processing time is separate from the delivery estimate that begins after dispatch.
How much is shipping?
Standard shipping is $3.00 for orders under $40.00.
Orders of $40.00 or more qualify for free standard shipping, based on the qualifying merchandise value after applicable discounts and before taxes or duties.
When should I expect my order after it ships?
Current estimated transit times after dispatch are:
These are estimated delivery windows rather than guaranteed arrival dates. Customs processing, carrier disruptions, holidays, weather, and destination conditions can occasionally affect transit.
Where will my order ship from?
Depending on inventory and destination, Mtlvoaken™ orders may be prepared through our own or partner fulfillment facilities.
Products within one order can occasionally travel separately. We do not describe an order as locally shipped unless it is actually fulfilled from a local facility.
How do I follow my shipment?
When tracking is available, shipment information will be provided by email after dispatch.
A carrier may require 1–3 business days to display the first tracking movement.
If the estimated delivery window has passed or tracking remains inactive for an extended period, email service@mtlvoake.com with your order number so we can review the shipment.
Changes & Returns
Guidance for changing an order, reporting an arrival issue, or deciding that a piece is not right for your space.
I just placed an order. Can I change or cancel it?
Contact us as soon as possible and preferably within 12 hours after purchase.
We will make a reasonable effort to accommodate the request before fulfillment progresses. Once an order has been dispatched or reaches a stage where it can no longer reasonably be changed, cancellation or modification may no longer be possible.
A request is confirmed only after you receive confirmation from Mtlvoaken™.
What if my décor arrives damaged or I receive the wrong item?
Please keep the item and packaging and contact service@mtlvoake.com with your order number.
Clear photos or a short video may be requested where useful for understanding the issue.
If an item is verified as damaged, defective, incorrect, or materially different from its description, we will provide an appropriate replacement, refund, or return solution at no additional cost to you .
What if I simply change my mind?
Eligible items may be returned within 30 calendar days after delivery.
For a preference-based return, the product should be unused and remain in its original condition with applicable packaging and included components. The customer is responsible for return shipping costs in this situation.
Contact us before sending the item. We will review eligibility and provide the appropriate return instructions and warehouse address.
Should I send a return to the company address shown on the website?
No, not unless our support team specifically tells you to do so.
Our business registration address and the warehouse designated to receive a particular return may be different. Once a return is authorized, we will provide the correct return location and instructions.
When will an approved refund reach me?
Approved refunds are issued to the original payment method within 5–10 business days after an authorized return has been received and inspected.
Your bank, card issuer, or payment service may require additional time to post the transaction to your account.
Checkout & Support
Practical details for payment and the information that helps us locate an existing purchase efficiently.
What currency does the store use?
Orders are processed in United States Dollars (USD).
The payment methods currently available for your transaction will appear at checkout. Depending on availability, these may include PayPal and eligible credit or debit card options.
I have a question that isn't answered here. What should I send you?
Email service@mtlvoake.com with a short description of what you need.
For an existing purchase, including your order number and the email address used at checkout helps us locate the relevant order.
For a product issue, photos or video may also be useful where appropriate.
Customer service is available Monday–Friday, 9:00 a.m.–6:00 p.m. Pacific Daylight Time (PDT) .
Some questions are easier with a little context.
Send us the product name or your order number together with a short description of what you need. For complete transaction rules, you can also review the relevant store policy page.
Contact Mtlvoaken™