Shipping Issues FAQs

This article covers many common shipping questions!
 

When will my Muse be delivered?
Can I overnight or rush shipping?
How do I change my shipping address?
Are there shipping or return fees?
Are there customs or duties?
Where is my shipment tracking number?
Why is my shipment tracking number not updating?
Why did I receive only part of my order?
Why haven't I received my package even though tracking says it's delivered?
What if my order was lost in the mail?
 

 

When will my Muse be delivered?

After placing your order, it ships in 1 to 2 business days. Once shipped, you'll get an automated email with tracking information, and delivery is usually within 3 to 5 business days after that.

For deliveries to more rural areas and countries outside of Canada, the United States, the United Kingdom, and the EU, the shipping time may be longer.

If you don't see an update to your tracking information after 10 business days, reach out to our Customer Care team!

 

Can I overnight or rush shipping?

At the moment, we’re unable to provide overnight or rush shipping. Sorry about that!

 

How do I change my shipping address?

If your order hasn't shipped.

As long as an order hasn't been shipped, we can help update your shipping address.

Reach out to our Customer Care team as soon as possible with your order number and the full shipping address you would like to use.
 

If your order has shipped.

If your order has shipped, we’re not able to change the address. We suggest contacting the courier to see if they are able to redirect your package.

If the courier is unable to redirect your package, it may eventually be returned to us. If so, we’re happy to help with sending a new shipment. For support with this, reach out to our Customer Care team!

 

Are there shipping or return fees?

Shipping is free for qualifying orders in Canada, the United States, the UK and most EU countries. There is a $25.00 USD shipping fee added during checkout for international shipments. There may also be customs and duties.

Return shipping fees: If you're located outside North America, you are responsible for paying the shipping fees when returning your Muse with the courier of your choice.

For more information, see our Terms of Sale.

 

Are there customs or duties?

Countries outside of the United States, Canada, the United Kingdom, and the European Union may be subject to import duties and customs taxes. This differs based on the laws of your country.

Any customs and duties placed on the order for new purchases or return shipments are the responsibility of the purchaser.

For more information, see our Terms of Sale.

 

Where is my shipment tracking number?

After placing your order, it ships in 1 to 2 business days.

Once shipped, you’ll receive an automated email that will include your shipment tracking number. The tracking number is sent to the email you used when submitting your order.

If you haven’t received your order confirmation email or tracking number, check your junk/spam folder as well! It's also helpful to mark customercare@choosemuse.com as safe. 

 

Why is my shipment tracking number not updating?

To save time, sometimes the shipping carrier doesn’t scan individual packages at the time of pick-up. This can cause the tracking number to be slow to update. While we’re not able to see any more information beyond what’s on the tracking number, the shipment status should update the next time the carrier scans the package.

In some cases, the carrier might not scan the package until it’s out for final delivery, which can be between 4-10 business days from when you placed the order.

If you don't see any updates after 10 business days and your package still isn't delivered, reach out to our Customer Care team!

 

Why did I receive only part of my order?

If you purchased multiple items, they may ship separately so that your order is delivered as soon as possible.

If you don’t receive your complete order within ten business days from the time you placed your order, please contact us!

 

Why haven't I received my package even though tracking says it's delivered?

Sometimes, online tracking will update before your package has reached your door. The package will often arrive within 1 to 2 days.

If your package is marked as delivered, but you haven't received it:

• Is your package near your mailbox or around your front porch? Couriers sometimes place your package out of sight to prevent theft.

• Is there a missed delivery notice in your mailbox?

• Could your building concierge or management have received your package?

• Are there housemates or neighbors who may have collected it on your behalf?

If you don't get your package in 2 business days after the tracking number says it was delivered, reach out to our Customer Care team!

 

What if my order was lost in the mail?

If your package still hasn’t arrived after 10 business days and there are no updates on your tracking number, reach out to our Customer Care team!