Shipping policy

Shipping Policy

  1. Order Confirmation

Once your order is received, we will send you an order confirmation email. We begin preparing your order immediately after it is verified. Because orders are processed promptly, it may be difficult for us to change or cancel an order after confirmation. However, we will do our best to support your request.

If you want to make changes to or cancel your order after it has been confirmed, please contact us within 12 hours.

APO/FPO/DPO Shipping: We apologize that military addresses (APO, FPO, and DPO) cannot be delivered.

  1. Order Processing

Our goal is to ship orders as quickly as possible. Order processing generally takes 1–3 business days after the order is received.

Orders placed after 12:00 PM Eastern Standard Time are very likely to ship on the following business day, provided that all ordered items are in stock.

  1. Shipping Time

We are pleased to offer international shipping services. However, there are some locations that we are unable to ship to. If you are located in an area where shipping is unavailable, we will contact you.

Shipping times vary depending on the destination. The following are our estimated delivery times:

Asia: 4–7 business days

Europe and Canada: 5–15 business days

USA, Central and South America: 2–12 business days

Australia and New Zealand: 7–11 business days

Other regions: 12–20 business days

These estimates do not include order processing time. The maximum delivery time may be up to 60 business days.

Buyer Protection – Shop With Confidence

If your order has not been delivered within 60 business days from the date of shipment, we will presume that the parcel may have been lost in transit. In this situation, we may offer a refund or resend the item, subject to verification.

Please note that shipping times do not include customs clearance or other customs-related delays. Circumstances beyond our control, including natural disasters, public holidays, severe weather, transportation disruptions, and other unforeseen events, may cause shipping delays.

For this reason, we cannot guarantee an exact delivery date. Delivery delays caused by the shipping carrier are the responsibility of the carrier.

  1. Delivery

  2. Order Address Confirmation

You will receive an order confirmation email after your payment is completed. Please carefully verify your shipping address before your order is processed.

Pollymuses is not responsible for delivery problems, delays, or losses caused by an incorrect or incomplete shipping address provided by the customer. Any additional costs resulting from an incorrect address shall be the responsibility of the customer.

  1. Tracking Information

A shipping notification containing your tracking number will be sent once your order has been dispatched.

It normally takes 2–5 business days for tracking information to become available or update in the carrier's system. If no tracking information appears more than 5 business days after shipment, please contact us for assistance.

  1. Damaged Items

If an item arrives damaged or unusable due to transportation, please contact us within 48 hours of receiving the package.

Depending on the circumstances and verification of the claim, we may offer a free replacement or a full refund in the form of store credit.

Please provide relevant photos or other information when contacting us. Claims submitted after the 48-hour period may not be accepted.

  1. Delivered but Missing Parcel

Once the logistics system confirms successful delivery, Pollymuses is generally not responsible for parcels that are subsequently lost, stolen, or collected by a third party or local pickup service.

In such circumstances, customers should contact the local courier or delivery service directly to request an investigation or compensation.

  1. After-Sales Time Limit

If you have not received your parcel, please contact us within 2 months from the shipment date.

Our customer service team will review your inquiry and respond within 48 hours.

Requests submitted after this period may no longer be eligible for assistance.

  1. Pre-Shipment Quality Guarantee

All products are inspected and carefully packaged before shipment. We take reasonable steps to ensure that orders are properly prepared and packaged before being handed over to the shipping carrier.

  1. Customs, Taxes, or Duties

Normally, customers will not be charged additional fees when orders are shipped by regular mail. However, customs policies and import requirements vary by country and region.

Most regions, including Europe, the United States, Australia, Taiwan, Hong Kong, South Korea, Japan, and Singapore, generally do not charge import duties on many types of shipments. However, due to customs regulations and increasingly strict customs inspections, customers may occasionally be required to pay import duties, tariffs, taxes, or other customs-related charges.

Currently, import taxes may occasionally be charged in certain regions, including Malaysia, Thailand, and India. Where applicable, the amount may vary depending on local customs regulations, the product type, declared value, and other factors.

If you are charged customs fees, please keep the official receipt or other valid proof of payment and contact our customer service team at info@pollymuses.com. After verification, Pollymuses may cover 50% of eligible customs-related costs.

Contact Information

Store Name: Pollymuses

Website: pollymuses.com

Email: info@pollymuses.com

Store Address:
8924 Norwich Castle
Austin, TX 78747
United States