Shipping Policy – MakeMuse

Effective Date: July 1, 2026

We want every handmade piece to reach you safely and on time. This Shipping Policy explains our delivery destinations, shipping rates, processing times, tracking, and procedures for any delivery‑related issues. By placing an order with us, you agree to the terms set out below.

1. Shipping Destinations

MakeMuse currently ships to the United States, Canada, and Mexico. Orders with delivery addresses outside these countries cannot be completed at checkout. We do not offer shipping to P.O. boxes, APO/FPO addresses, or freight forwarders unless explicitly confirmed by our support team.

2. Shipping Rates and Estimated Transit Times

All shipping charges are quoted and payable in US dollars (USD).

Please note: Transit times are estimates only, not guarantees. Actual delivery may vary due to factors beyond our control (see Section 10).

3. Processing Time

Processing time begins when your order is placed and ends when the package is handed over to the carrier.

• For in‑stock items, processing typically takes 2 to 7 business days.

• DIY kits, personalised products, and made‑to‑order items may require additional processing time, as stated on the relevant product page. If such delays occur, we will contact you via the email provided.

• During peak seasons, public holidays, inventory restocking, or quality inspections, processing times may be longer. We will make every effort to notify you of any significant delay.

Business days exclude weekends and public holidays in China.

4. Total Delivery Estimates

Total delivery time = Processing time + Transit time. The estimated delivery date shown at checkout is calculated based on these averages but is not guaranteed.

Delays may result from:

• Incorrect or incomplete address;

• Customs clearance procedures;

• Severe weather, natural disasters, or public holidays;

• Carrier operational disruptions or high shipping volumes;

• Other circumstances beyond our reasonable control.

We recommend that you double‑check your delivery address before submitting your order.

5. Tracking Information

Once your order is dispatched, we will send a shipping confirmation email containing the tracking number(s) and a link to the carrier’s tracking portal. You may also view tracking details by logging into your MakeMuse account and visiting the “Orders” section.

• Tracking information may take up to 2–3 business days to become active after dispatch.

• Orders containing multiple items may be shipped in separate parcels, each with its own tracking number.

6. Customs Duties, Import Taxes, and Brokerage Fees

Orders delivered to Canada or Mexico (and occasionally the US, depending on the order value) may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.

• Unless we expressly state otherwise at checkout, these charges are not included in the product price or shipping fee and are the sole responsibility of the customer.

• We are required by law to declare the actual purchase price of the goods. We cannot declare an order as a “gift” or understate its value.

• If you refuse to pay customs charges and the package is returned to us, we may deduct the applicable return shipping, customs handling, and restocking fees from any refund, to the extent permitted by law.

7. Incorrect or Incomplete Addresses

You are responsible for providing a complete and accurate delivery address at checkout.

• If you notice an error, contact our customer service immediately at service@makeandmuse.com. We will try to update the address if the order has not yet entered processing or dispatch. However, we cannot guarantee any changes once the order has been handed to the carrier.

• Any additional shipping, return, or redelivery costs incurred due to an incorrect or incomplete address provided by you may be charged to you, to the extent permitted by applicable law.

8. Order Modifications and Cancellations

• Modifications (e.g., changing product options or shipping address) can only be made before the order enters processing. Please contact us as soon as possible.

• Cancellations are accepted only if the order has not yet been processed. Once dispatched, the order cannot be cancelled – you may follow our return procedure after delivery (subject to our Return Policy).

9. Lost, Delayed, or Delivered Packages

9.1 If tracking has not updated for an extended period

Contact us at service@makeandmuse.com with your order number. We will initiate an enquiry with the carrier. Investigation timelines vary by carrier and may take several weeks.

9.2 If tracking shows “Delivered” but you cannot find the package

Please:

• Check the delivery location (porch, mailbox, reception desk) and surrounding area;

• Ask household members, neighbours, or building management;

• Contact the carrier directly with your tracking number;

• If the issue persists, notify us within 5 business days of the “Delivered” status so we can assist with a carrier claim.

We will work with the carrier to resolve the matter. Please note that we cannot issue a refund or replacement until the carrier concludes its investigation, unless the loss is clearly attributable to our error.

10. Refused or Undeliverable Packages

If a package is refused at delivery or cannot be delivered due to:

• An incorrect or incomplete address provided by you;

• Failure to collect the package from a local post office or depot;

• Unpaid customs duties or taxes;

• Repeated delivery attempts unsuccessful for customer‑related reasons;

then the package may be returned to us. In such cases, we may deduct:

• The original shipping cost (non‑refundable);

• Return shipping and customs handling fees incurred;

• A reasonable restocking fee (if applicable);

from any refund amount, to the extent permitted by applicable law. The refund (if any) will be processed after the returned package is received and inspected.

11. Force Majeure

We shall not be liable for any failure or delay in performance caused by events beyond our reasonable control, including but not limited to: acts of God, war, terrorism, strikes, governmental actions, epidemics, natural disasters, carrier failures, or disruptions in internet or power supply. In such events, we will make reasonable efforts to resume performance as soon as practicable.

12. Governing Law and Dispute Resolution

This Shipping Policy and all transactions conducted through our Website are governed by the laws of the People’s Republic of China, without regard to its conflict of law principles.

Any dispute arising out of or in connection with this Policy or your order shall first be resolved through friendly negotiation. If negotiation fails, the dispute shall be submitted to the Shanghai International Economic and Trade Arbitration Commission (SHIAC) for arbitration in accordance with its rules, or alternatively, you may bring a claim before a competent court in Shanghai, China, as permitted by law. This does not affect your statutory rights as a consumer in your country of residence.

13. Data Privacy

When you place an order, we collect personal information such as your name, address, email, and phone number solely for the purpose of fulfilling and delivering your order. We share necessary data with carriers and customs brokers only to the extent required. For full details on how we handle your personal data, please refer to our Privacy Policy (link to your privacy policy page). You have the right to access, correct, or request deletion of your information at any time by contacting us.

14. Contact and Operator Information

Important: The registered address is for legal correspondence only and is not a product return address. Do not send any returns to this address unless specifically instructed by our support team. Please contact us first to obtain the correct return address and authorisation.

15. Updates to This Policy

We may revise this Shipping Policy from time to time to reflect changes in our operations, carrier partners, or legal requirements. The latest version will always be published on this page, with the effective date indicated. Material changes will be notified via email or website announcement.

If you have any questions about this Shipping Policy, please reach out to us at service@makeandmuse.com – we’re happy to help.