Shipping Policy
At MuuYer, each handmade wooden item is carefully checked and packed before shipping. Below you’ll find information about processing, delivery, tracking, and possible shipping issues.
Delivery Coverage and Cost
MuuYer provides free standard shipping on qualifying orders delivered to supported addresses in the 48 contiguous United States.
At this time, delivery is unavailable to Alaska, Hawaii, Puerto Rico, American Samoa, Guam, the Marshall Islands, the Northern Mariana Islands, Palau, the U.S. Virgin Islands, and other locations outside the contiguous United States. APO, FPO, DPO, and other military address types are also not supported.
If an order is submitted with an ineligible destination or an unsupported address, MuuYer reserves the right to cancel it. Any payment collected will be refunded through the original payment method.
Shipping & Final Delivery
Most MuuYer products are shipped to the United States by ocean freight. Once the shipment arrives in the U.S., it is transferred to a suitable last-mile carrier for final delivery to your address.
Depending on the size and weight of your order, as well as your delivery location, the final delivery may be handled by FedEx, an LTL freight carrier, or a local delivery company. Carrier selection is determined based on the most appropriate shipping method for your order.
Order Timeline
The overall delivery period consists of the time required to prepare the order and the time it spends in transit.
Delivery Phase : Expected Timeframe
- Order preparation : 2–5 business days
- Transportation and delivery ：20–28 business days
- Typical total timeframe ：22–33 business days
These timeframes are estimates rather than guaranteed delivery commitments. Delays may occur due to severe weather, public holidays, customs or clearance processes, carrier service interruptions, routing complications, inaccurate or incomplete address information, seasonal shipping volume, or other events beyond MuuYer’s reasonable control.
Significantly Delayed or Missing OrdersCustomers may ask MuuYer to investigate an order if it remains undelivered for more than 10 business days beyond the final date of the estimated delivery window.
This review does not apply when the delay results from circumstances attributable to the customer, such as providing an incorrect address, refusing delivery, or being unavailable to accept the shipment.
When an investigation confirms that an order has been lost, substantially delayed, or impacted by an error made by MuuYer—or by a verified carrier problem connected to shipping arranged by MuuYer—we will resolve the matter without charging the customer any additional fees. Based on the specific situation, the resolution may involve:
- Sending a replacement order
- Providing a full refund
- Issuing a partial refund
- Offering another remedy mutually agreed upon by MuuYer and the customer
Tracking
After your order has shipped, MuuYer will email you a shipping confirmation with the available tracking details. You can also check the delivery progress through our Tracking page. Please allow up to 48 hours after the carrier receives the shipment for tracking activity to appear or update.
Large items or products with different availability may be dispatched in multiple packages. When an order is divided into separate shipments, an individual tracking number will be provided for each package.
Order Changes & Delivery Issues
Please check your shipping address and order details before completing checkout.
Contact us at support@muuyer.com as soon as possible if you need to request a change. We cannot guarantee changes after an order enters processing, and we cannot modify the shipping address or items once the order has shipped.
If your package has not arrived within 10 business days after the estimated delivery date, contact our support team at support@muuyer.com. We’ll review the tracking information and work with the carrier.
MuuYer is not liable for lost packages, delivery delays, unsuccessful delivery attempts, returned shipments, or additional charges resulting from inaccurate, incomplete, or non-deliverable address details submitted by the customer.
Damaged Orders
Please inspect your order promptly upon delivery. If the item appears to have been damaged during transportation, contact the MuuYer customer service team at support@muuyer.com within 48 hours of delivery and provide:
Your order number
Clear photographs of the damaged product
Photographs of the original packaging and shipping label
Keep both the item and all original packaging materials until our assessment has been completed.
Claims involving transit damage, visible defects, incorrect items, or missing parts must be reported within 30 calendar days after delivery. These claims will be evaluated under this Shipping Policy. When the resolution requires a return, refund, replacement, reshipment, or replacement component, the applicable terms of our Return & Refund Policy will also apply.
Manufacturing, material, or workmanship defects identified after the 30-calendar-day reporting window may be considered under the MuuYer Warranty Policy, provided the product is still covered by the applicable warranty period.
MuuYer products are handmade from natural materials, variations in wood grain, knots, coloring, live edges, surface texture, and organic form are unique product characteristics and do not constitute shipping damage.
Duties and Taxes
MuuYer delivers only to supported addresses located within the contiguous United States.
For qualifying orders, the checkout total represents the complete amount charged by MuuYer for the merchandise and outbound shipment. Customers are not expected to pay separate customs duties or import charges for delivery arranged by MuuYer.
In the unlikely event that a customs authority or delivery provider requests an additional payment connected with a MuuYer-arranged outbound shipment, contact at support@muuyer.com before paying whenever reasonably possible. After confirming that the charge is associated with the outbound delivery we arranged, MuuYer will either pay the fee directly or reimburse the customer for an approved, reasonable, and properly documented amount.
These terms cover outbound shipments only. Any shipping expenses or other charges associated with a return are governed by our Return & Refund Policy.
Refused or Unsuccessful Deliveries
When delivery is rejected or cannot be completed for a reason not attributable to transit damage, an incorrect shipment, or an error by MuuYer, any resulting expenses may be charged to the customer. These expenses may include return transportation, redelivery, storage, carrier fees, and other associated costs.
If the customer declines the shipment because the packaging or merchandise shows signs of damage, they should notify the MuuYer customer service team at support@muuyer.com as soon as possible. Photos, videos, or any other available evidence should be included to support the claim.
MuuYer will assess the submitted information. If the damage or delivery problem is verified, we will offer a suitable resolution at no extra cost to the customer. Depending on the circumstances, this may involve:
- Reshipping the order
- Issuing a full or partial refund
- Providing a coupon or discount code
- Arranging another solution agreed upon with the customer
Contact Information
If you have questions about shipping or delivery, please contact us at support@muuyer.com and include your order number.
Tel: +86 181 2706 3780
Support Hours: Mon-Fri, 9:30am - 6:30pm (GMT+8)
Order Cut-off: Mon-Fri, 6:30pm (GMT+8)