Three Addresses, One Envelope: Where A MemoHive Return Actually Goes

Four contact points on one page

Read the footer of any page on this website and four addresses appear: [email protected], the website desk; +1 (302) 200-3480 and [email protected], order support; 1790 Broadway, Floor 11, New York, NY 10019, the office; and 535 Madison Avenue, Floor 20, New York, NY 10022, the returns address. Four different destinations, printed together, and each one is scoped to a specific job rather than being an interchangeable way to reach “the company.”

That structure is common in direct-to-consumer retail, where a website desk handling page content is frequently a separate function from an order-processing desk handling live transactions, and this website is explicit about the split rather than hiding it. Getting the right one on the first try is the entire subject of this article, because this desk's own experience, reflected in its printed disclaimer, is that the wrong one is a common and avoidable mistake.

The website email: what it can and cannot do

The website desk, reached at [email protected], is staffed Monday through Friday, 9:00am to 5:00pm ET, and this desk's own printed scope for it is narrow: pages, typos, privacy questions and press. It is the address to write to if a page on this website has an error, if a reader has a privacy question, or if a correction is needed — this desk's own editorial policy states that a correction written here moves the review date on the relevant page forward.

What it explicitly cannot do is see an order. This website's own disclaimer states the limit in plain words: “the website email address cannot see orders.” That is not a matter of staff willingness; the website desk and the order-processing system are separate functions, and a refund request sent to the website email has been sent to a desk with no access to the order ledger it would need to act on that request. The message does not vanish, but it has to be redirected before anyone with order access sees it, and that redirection costs time a buyer does not need to spend.

It helps to think of the website email as scoped to the pages a reader might find a factual error on, rather than to the one checkout process a reader might have a question about. A wrong price quoted on a page, a broken link, a typo in an ingredient name, a privacy question about how this website handles a visitor's data — each of those is squarely the website desk's job, and each is the kind of question this desk can act on directly, because fixing a page does not require looking up anyone's order. A refund is a different kind of request entirely: it requires locating a specific transaction in a system the website desk was never given access to, which is why the two desks are kept separate rather than merged into one inbox.

Order support: tracking, changes and refunds

Order support, reached at +1 (302) 200-3480 or [email protected], is the desk with access to the order ledger, and this website names it explicitly as the route for tracking, address changes, cancellations and refunds. It is described on this website as the default order desk for this product's checkout provider, which is the reason its phone number, rather than the website's own number, is the one printed for order questions.

Two things are worth being precise about here. First, order support is not a sales line: this website is explicit that orders themselves are placed only through the checkout, never by phone or email, so calling order support to place a new order is not what the line is for. Second, having an order ID ready before calling is not a formality — it is the specific piece of information that lets order support locate a transaction quickly rather than searching by name or approximate date, which is slower for everyone involved.

The sales email printed alongside the phone number, [email protected], sits under the same order-support umbrella rather than being a third, separate channel. Both routes reach the desk with order access; the phone number is faster for a time-sensitive question such as a shipping address that needs correcting before a parcel goes out, while email leaves a written record that can be useful for a refund request or a dispute that might need to be referenced again later. Neither is the wrong choice for a general order question, and a buyer can use whichever is more convenient for the specific request at hand.

Refund timing is worth setting expectations on here too, since it is the question order support is most often contacted about. This desk's printed policy states that a refund is processed 3 to 5 business days after the return is credited on this desk's side, and a further 5 to 10 days for the funds to appear back on the card used, once the credit has been issued. That combined window, up to roughly two weeks from credit to a visible balance, is a bank processing time this desk does not control once its own side of the refund has been completed, and it is separate again from the 60-day guarantee window itself, which is about how long after purchase a return can be started.

The returns address: what goes in the envelope

The returns address printed on this website, 535 Madison Avenue, Floor 20, New York, NY 10022, is distinct from the office address, 1790 Broadway, Floor 11, New York, NY 10019. This website's own instructions are specific about what belongs in a returned parcel: a buyer's full name, the email address on the order and the order ID, placed inside with the bottles being returned. Return postage is the buyer's own cost, and this website recommends using a tracked shipping method rather than an untracked one, since a tracking number gives both the buyer and order support a way to confirm the parcel arrived.

The sequence matters as much as the address itself. This website's guidance is to contact order support first, before posting anything back, so that a return is expected on arrival rather than showing up unannounced at a receiving address with no order context attached to it. A parcel mailed to the returns address without a prior call to order support, and without the name, email and order ID inside it, is harder to match to a specific purchase than one sent after that call.

The Mail, Internet, or Telephone Order Merchandise Rule, enforced by the Federal Trade Commission and codified at 16 CFR Part 435, sets baseline expectations for sellers who solicit orders by mail, phone or the internet, including around shipping timing and how a seller handles an order it cannot fulfil as promised. It is a rule about the seller's obligations in the ordering relationship generally, not a description of this specific desk's return process, and this article cites it as the regulatory backdrop the order-support and returns process sits inside, not as a substitute for the seller's own printed instructions above.

Why the wrong door only loses days

None of the four contact points on this page is wrong to use in the sense of being fraudulent or unmonitored — each is a real, staffed address. The cost of using the wrong one for a given question is time, not risk: a refund request sent to the website email will eventually need to reach order support before anything can happen with it, and a page-correction note sent to order support will need to be forwarded the other direction. Either misdirection adds a hop that a buyer who reads this page first can skip.

The practical rule this article draws from the four rows above is simple enough to remember without the table: a question about what a page says goes to the website email; a question about an order that already exists goes to order support; a physical return goes to the returns address, after a call to order support, with the buyer's name, email and order ID inside the parcel. The office address is neither of those — it is the desk's registered business address, not a destination for mail related to an order.

There is a further reason to get the sequence right rather than just the address: the 60-day guarantee window this website prints alongside every order is measured from the date of purchase, not from the date a return is initiated. A buyer who spends several days sending mail to the wrong address before reaching order support has not lost the guarantee itself, but they have spent part of a fixed window on a detour that a correct first contact would have avoided. Reading this page before a return is needed, rather than while searching for the right address under time pressure, is the more comfortable way to have this information on hand.

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