Shipping policy
What payment options do you offer?
Muoto.shop uses secure payments provided by Shopify and Paypal. This means that we accept Shopify Payments, major credit cards, Apple Pay, Google Pay, and Paypal. Also, Bancontact is available for customers residing in Belgium, and iDEAL for customers in The Netherlands. Muoto.shop does not see your payment information at any time.
What does shipping cost?
Good news! At the moment we offer free shipping to all orders.
Where do you ship from?
We ship from several warehouses across the globe and 99 % of the time shipments are made from the nearest location to our customers. This means that for example, customers located in the USA will most likely receive their order from inside the USA.
Do you ship globally?
We ship to almost every country in the world but because of legal restrictions or shipping carrier limitations, there are a few countries where we are currently unable to ship to.
The list of restricted countries may change depending on world events, but for now, we don’t ship to the following destinations:
Crimea, Luhansk, and Donetsk regions in Ukraine
Russia
Belarus
Ecuador
Cuba
Iran
Syria
North Korea
Due to the impacts related to the Covid-19 pandemic and other unrelated service disruptions, our shipping carriers also don’t offer international shipping to the following countries (last updated on Sep 23, 2022):
Afghanistan
Bhutan
Chad
Laos
Libya
Mongolia
Papua New Guinea
Samoa
Solomon Islands
South Sudan
Timor-Leste
Turkmenistan
Yemen
Note that the lists above may not be 100 % up to date as the countries where our shipping carriers don’t offer international shipping may change and Muoto.shop also reserves the right to change the shipping locations at any time without notification.
Will there be additional customs fees or import taxes?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases. We do not pre-pay or cover any import fees.
How long does shipping take?
Our Shipping time can take between 8-17 business days for Europe and 6-14 business days for the USA. For orders shipped from our Europe location to non-EU regions, it can be between 14-28 business days.
NOTE: Shipping times are estimates and are not guaranteed. Muoto is not responsible for any delay that results from an incorrect address, holidays, or by incidents beyond our control.
Do you deliver orders to a P.O. Box?
Unfortunately no. We suggest you use a physical address instead of a P.O. Box address to ensure smooth delivery.
If I order multiple products do all the items in the order ship together?
Some of our products are individually packaged to protect their shape and provide extra cushion and durability.
In some cases, products from the same order can ship from different locations, which means they’ll be shipped separately. Note that separately shipped items may also have different shipping times.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. Note that tracking info can take up to 72 hours to show up in a carrier’s tracking system.
What should I do if it’s past the estimated delivery time and I still haven’t received my order?
Please, wait a few more days. Shipments can get delayed for reasons we can’t predict. Please remember that the estimated delivery time is just an estimate and not a guarantee.
You can also contact the carrier and check the latest delivery estimate to your location.
What happens if a package wasn't delivered to me but the tracking states that it was?
If the package was marked as delivered by the carrier, but you haven’t received it please get in touch with the carrier about the issue. In this case, we won't cover the cost of re-fulfilling the order.
There may be cases where the delivery was made, but the package was left in an unexpected location at your given address. Please reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch."
We're not yet able to assist with filing claims with shipping carriers but we hope to do so in the future!
What if the order is lost in transit?
Please do the following:
Double check the shipping address you provided is correct
Contact the carrier and try to locate the lost package
If the carrier confirms the package as lost please contact us within 14 days after the estimated delivery date at hello@muoto.shop and we’ll ship a replacement order for you at no extra cost.
Keep in mind that if tracking information states an order was delivered but you think you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.