Thank you for shopping with DESKMUSE. This Shipping Policy explains how orders are processed, shipped, tracked, and handled in the event of delivery issues.
This policy applies to orders placed on or after the “Last updated” date shown above.
## 1. Scope and Consumer Rights
This Shipping Policy should be read together with our Return Policy, Terms & Conditions, and other policies available on our website.
The shipping method, shipping charge, and destination shown and accepted during checkout form part of your order.
Nothing in this policy excludes, restricts, or replaces any consumer rights that cannot legally be excluded under the laws applicable to your purchase. If any provision of this policy conflicts with mandatory consumer law, the mandatory law will apply.
## 2. Order Processing
Unless a different processing time is clearly stated on the applicable product page, orders are prepared and dispatched within 1–3 business days after payment has been confirmed and any necessary order verification has been completed.
Business days are Monday through Friday, excluding applicable public holidays. Orders placed on weekends or public holidays will begin processing on the next business day.
Processing may take longer during product launches, promotional periods, unusually high order volumes, or where additional customer information is required.
If we reasonably expect that we cannot dispatch an order within the stated processing period, we will notify the customer no later than the end of that period using the email address provided at checkout. The notice will explain the delay, provide a definite revised dispatch date where reasonably possible (or state that no reliable revised date is available), and explain the customer’s right to cancel the affected unshipped item or order for a full and prompt refund.
Each delay notice will provide a simple, no-cost method for the customer to consent to the revised dispatch date or cancel the affected unshipped item or order. We will obtain the customer’s affirmative consent to a shipping delay whenever applicable law requires it. Unless a delay notice expressly and lawfully states otherwise, silence will not be treated as consent. If any required consent is not received by the deadline stated in the notice, or if we determine that we cannot fulfill the order, we will cancel the affected unshipped item or order and issue a prompt refund. Any further delay will be handled through a renewed notice and any additional consent required by applicable law.
Any refund for an unshipped cancellation will include the amount paid for the affected item or items and any shipping charge, tax, or other amount attributable to them, to the extent required by applicable law.
## 3. Shipping Destinations
DESKMUSE ships to the United States and selected international destinations.
The destinations currently available for delivery will appear in the country or region menu during checkout. If a destination does not appear, we are currently unable to accept an order for delivery to that destination.
Orders are dispatched from our fulfillment location in Shanghai, China.
We may cancel and refund an order before dispatch if we determine that we cannot lawfully or reliably deliver it to the address provided.
## 4. Shipping Rates and Transit Estimates
The following shipping options currently apply to eligible destinations:
### Standard Shipping
* Orders below US$85: US$9.50
* Orders of US$85 or more: Free standard shipping
* Estimated transit time: 5–8 business days after dispatch
### Express Shipping
* Shipping fee: US$15
* Estimated transit time: 3–6 business days after dispatch
For purposes of the US$85 free-standard-shipping threshold, order value means the merchandise subtotal after discounts and before shipping charges, taxes, duties, and other import charges, as calculated during checkout.
The final shipping options, rates, and transit estimates available for the customer’s destination will be displayed before payment. If checkout displays a different shipping rate or transit estimate for a particular destination, the information displayed and accepted at checkout will control.
You will not be charged more than the shipping amount accepted during checkout unless you expressly agree to a later change.
Processing time and transit time are separate. Transit estimates begin only after the order has been dispatched.
## 5. Delivery Estimates and Delays
Delivery dates are estimates rather than guaranteed arrival dates unless we expressly confirm otherwise in writing.
Delivery may be delayed by customs processing, carrier disruptions, severe weather, public holidays, remote-area delivery requirements, incorrect address information, security inspections, or other circumstances outside our reasonable control.
International orders may require additional time for customs clearance.
If we become aware of a material delay, we will provide available information and assist with the carrier where reasonably possible. Nothing in this section limits any right to cancel, receive a refund, or obtain another remedy under applicable law.
## 6. Tracking Information
When tracking is provided by the carrier, a shipping confirmation email containing the tracking number or tracking link will be sent after dispatch.
Tracking information may not become active immediately after the shipping confirmation is issued. Customers should allow the carrier reasonable time to scan and update the shipment.
Customers are responsible for providing a valid email address and checking any spam or junk folders for shipping notifications.
## 7. Customs Duties, Taxes, and Import Requirements
International orders may be subject to customs duties, import taxes, VAT, brokerage fees, handling fees, or other charges imposed by the destination country.
Unless checkout expressly states that applicable duties or taxes are included or prepaid, international orders are shipped with duties and taxes unpaid. In that case, the recipient may be treated as the importer of record under destination-country rules and may be required to pay applicable charges directly to customs authorities, the carrier, or another authorized collection agent before or after delivery.
Where checkout expressly states that specified duties or taxes are included or prepaid, the customer remains responsible only for charges that are not covered by that statement and are lawfully imposed. If a carrier or authority appears to request payment of a charge already collected at checkout, contact us as soon as reasonably possible so that we can review the available records. We cannot guarantee that customs will release a shipment while a charge is disputed.
Customers are responsible for complying with applicable import requirements and responding to lawful requests from local customs authorities or carriers. DESKMUSE cannot control or predict the amount of charges not collected at checkout or the time required for customs clearance.
We will not declare an order at an artificially reduced value, falsely describe its contents, or mark a commercial order as a gift.
## 8. Shipping Addresses and Address Changes
Customers are responsible for providing a complete and accurate delivery address, including any apartment, unit, postal code, telephone number, or other information required by the carrier.
If an address correction is needed, contact us as soon as possible at [deskmuse.studio@outlook.com](mailto:deskmuse.studio@outlook.com).
We will attempt to update the address before dispatch, but we cannot guarantee that an address can be changed after processing or shipping has begun.
If an order must be redirected or reshipped because the customer supplied an incorrect or incomplete address, the customer may be responsible for the actual additional shipping or carrier charges, where permitted by law.
No additional charge will be imposed where the address problem resulted from an error made by DESKMUSE.
## 9. Delayed, Lost, or Missing Shipments
If an order has not arrived after the estimated delivery window, contact us at [deskmuse.studio@outlook.com](mailto:deskmuse.studio@outlook.com) with the order number.
We will review the tracking information and, where appropriate, open an investigation with the carrier. When an investigation is opened, we will provide the carrier’s expected investigation period, where available, and a target date for our next update or decision. A carrier investigation may be required before a replacement or refund can be confirmed, but it will not be used to delay any remedy required by applicable law.
Customers will not be required to wait indefinitely for a carrier decision. If the carrier has not issued a determination by the target date provided, we will review the elapsed time, tracking history, delivery evidence, destination, and other reasonably available information and make a decision consistent with applicable law.
If the available evidence reasonably establishes that a shipment was lost before delivery, whether through carrier confirmation or other reliable evidence, we will offer an appropriate remedy, such as:
* A replacement at no additional shipping charge; or
* A refund of the amount paid for the affected item or items and any related shipping charge.
If tracking shows that an order was delivered but it cannot be located, customers should first check with household members, neighbors, building management, designated safe locations, and the local carrier.
After these checks, contact us. We will review the available delivery evidence and assist with an investigation. A carrier delivery scan is relevant evidence but does not automatically defeat a claim or remove any mandatory consumer right. The outcome will be handled according to all reasonably available evidence and applicable consumer law.
Nothing in this policy transfers the risk of loss to the customer earlier than permitted by applicable law.
## 10. Damaged or Incorrect Orders
If an order arrives damaged, incomplete, or different from what was ordered, contact us within 7 calendar days of delivery where reasonably possible.
Prompt reporting helps us preserve evidence and submit claims to the carrier. However, failure to report within 7 days does not automatically waive any mandatory consumer rights.
Please provide, where available:
* The order number
* A description of the problem
* Clear photographs of the affected product
* Photographs of the outer packaging
* A photograph of the shipping label
If photographs or packaging are unavailable, contact us and explain the circumstances rather than withholding the claim.
After reviewing the information, we will provide an appropriate remedy, which may include replacement, repair, partial refund, or full refund, depending on the circumstances and applicable law.
Customers will not be charged replacement shipping where the order was damaged or incorrect because of our error or a covered transit issue.
## 11. Returned-to-Sender, Refused, or Unclaimed Shipments
A shipment may be returned to us because of an incorrect or incomplete address, failed delivery attempts, refusal of delivery, failure to collect the shipment, or unpaid customs charges.
If a shipment is returned to us, contact us to discuss reshipment or refund options.
Where permitted by law, any refund may be reduced only by actual, documented, non-refundable outbound shipping, return shipping, carrier, or customs charges caused by:
* An incorrect or incomplete address supplied by the customer
* Failure to collect the shipment
* Refusal to pay applicable import charges
* Refusal of delivery for reasons unrelated to a product defect or our error
No such deduction will be made where the return resulted from our error, an incorrect or defective product, or where applicable law prohibits the deduction. We will not impose an additional administrative penalty or restocking charge under this section.
These deductions do not override any valid statutory cancellation or withdrawal right. Where applicable law requires the refund of standard outbound delivery charges following a valid withdrawal, those charges will be refunded. Responsibility for return shipping following a valid withdrawal is governed by our Return Policy and applicable law.
Refusing delivery does not necessarily constitute a valid cancellation or withdrawal where applicable law requires the customer to notify us. Customers who intend to exercise a cancellation or withdrawal right should contact us promptly and follow the Return Policy.
If a shipment is abandoned, destroyed, or seized because the recipient did not pay import charges, provide required information, or collect the shipment, we may be unable to issue a refund except where required by applicable law.
## 12. Order Cancellations
Cancellation requests should be submitted as soon as possible.
Before dispatch, we will attempt to cancel an order upon request. Cancellation cannot be guaranteed once an order has been dispatched or where a legally valid exception applies to goods made to the customer’s specifications or clearly personalized for that customer.
For ordinary, non-personalized goods, the fact that an order has entered processing or production, or has already been dispatched, does not by itself remove any statutory cancellation or withdrawal right. Being handmade, produced in small batches, or prepared after an order is placed does not by itself make an item personalized.
After dispatch, any cancellation, withdrawal, return, or refund will be handled according to our Return Policy and applicable consumer law.
If we cannot dispatch an order within the promised processing period, the customer will retain the delay, cancellation, and refund rights described in Section 2 and any additional rights provided by applicable law.
## 13. Returns and Exchanges
Returns and exchanges are handled according to our Return Policy and applicable consumer law.
Do not return a product without contacting us first and receiving return instructions. Sending an unauthorized return may delay processing but does not remove any mandatory consumer rights.
## 14. Contact Us
For questions about shipping, tracking, customs, damaged orders, or delivery problems, contact:
DESKMUSE
Email: [deskmuse.studio@outlook.com](mailto:deskmuse.studio@outlook.com)
Please include your order number so that we can locate the order and respond efficiently.
