Shipping policy

Shipping Policy

By placing an order, you agree to the terms below.

Processing Time

Orders are processed within 3–7 business days (Monday–Friday, excluding holidays) after payment is confirmed. Orders are not processed or shipped on weekends or holidays. During sales, launches, or high-volume periods, processing may take longer.

Delivery Time

Once shipped, estimated delivery is 7–20 business days depending on your location. All delivery times are estimates only and are not guaranteed. Orders may be fulfilled by third-party suppliers and may ship from different locations, including outside the United States. Items in the same order may arrive in separate packages.

Shipping Rates

Shipping costs are calculated and shown at checkout. Shipping charges are non-refundable under all circumstances, except where a full refund is issued for non-delivery.

Tracking

You’ll receive a tracking number by email once your order ships. Tracking may take 3–5 business days to update or show movement. Please allow this time before contacting us.

Delays

We are not responsible for delays caused by carriers, customs, weather, natural disasters, holidays, high volume, supplier issues, or any events outside our control. Delays do not qualify for a refund or cancellation.

Incorrect Address

You are responsible for entering a complete and correct shipping address at checkout. We cannot change an address once an order is placed.

• Orders shipped to an incorrect address entered by the customer will not be refunded or reshipped free of charge.
• If a package is returned to us as undeliverable due to customer error, a refund will be issued minus original shipping and a 25% processing fee.

Lost or Stolen Packages

Risk of loss passes to you once the order is handed to the carrier. Once tracking shows “delivered,” we are not responsible for lost or stolen packages. Please check with neighbors, your building’s mail area, and the carrier directly.

Non-Delivery

If your order has not arrived within 30 days of shipping and tracking does not show delivery, email us at contactmeltmug@pm.me with your order number. We’ll investigate with the carrier before issuing a reshipment or refund. Claims made more than 45 days after shipping will not be accepted.

Damaged in Transit

Damage claims require an unboxing video and must be submitted within 24 hours of delivery. See our Refund Policy for full details.

International Orders

International customers are responsible for all customs duties, import taxes, and fees. Packages refused or abandoned at customs will not be refunded.

Contact

Shipping questions? Email contactmeltmug@pm.me