FAQ

MUZMAK currently ships to the United States Only.
The MUZMAK team is working hard to ensure that MUZMAK products can be delivered to countries around the world.
The number of countries we ship to will continue to grow.

If you would like to ship to Korea, please visit the link below.
- Link : www.muzmak.kr

If you would like to ship to Japan, please visit the link below.
- Rakuten Link : www.rakuten.co.jp/muzmak/
- Qoo10 Link : www.qoo10.jp/shop/muzmak

Free shipping is available for orders over $50+
Any order below the minimum purchase value is charged $10 no matter the region.

We are committed to ensuring your order arrives as quickly as possible.
Once your order and payment are completed, it typically takes 1–2 business days to prepare for shipment, and an additional 3–5 business days for delivery.
All orders are shipped from Musemark's logistics center in the United States.

We regret the inconvenience!
In some cases, it may take longer for the shipping carrier to update the tracking status.
If your tracking number has not been updated for more than 2–3 days, please submit your inquiry through the contact section below.
We will do our best to respond as quickly as possible within 1–2 business days.

If your order has not been fulfilled yet, please let us know as soon as possible so that we can change the shipping address on our system.

However, please understand that although it was unfulfilled, we may not be able to change it if the order was already processed the day before.

If your order was fulfilled and you already received the tracking number, we cannot change it for you in this case. 

Note: Any disadvantages occurred by incorrect shipping addresses are the responsibility of the customer.
Also, please be aware that in some cases, additional charges may be requested upon this change request.

Please contact our customer service regarding your missing package and we will help you out.

Also, we can offer you compensation only after you have contacted them first, and received a case ID.

NOTE: We can only investigate and offer compensation for packages that have been delivered within 30 days from the date of fulfillment, as we are not authorized to keep the shipping records for more than a month.
Therefore, please contact our customer service as soon as possible so that we can help you with this issue in the given time frame.

We apologize for the inconvenience you have experienced.

In this case, we would kindly like to ask you for a photo of all the items that you received, showing that your package is incomplete. (Please show the side of each item box, where its product name is written).

Your prompt reply would be appreciated, as we won't be able to offer you compensation if a month has gone by since the fulfillment of the package.
Once we receive the picture that you provided, we will check the video footage whether it was incorrectly packed. Also, please do not open them if you received the items incorrectly. 

Currently, PayPal is the available payment method.
We plan to gradually add more payment options in the future.

If you're looking for details about ongoing promotions or events, please check the notice section at the bottom of this page.
We regularly update this section with the latest information to keep you informed.

All return requests must be done before 14 days of receiving the order.
To place a return, please reach out to for more details.

Also, to be eligible for a return, your items must be unused & unopened (the seal must not be opened), and in the same condition that you received at first.
The buyer is responsible for round trip shipping costs on all returns except when the product is defective.

When returning your order, please keep in mind that all items you received as gift must also be returned.
If gifts are not returned, the equivalent amount will be deducted from the refund.

Once you return your items, our warehouse will go through inspection to find any items that were opened or used. We will process the refund as soon as we verify that the items are eligible for a refund. Please note that the refund may take up to 5 - 10 business days depending on the credit/debit card company. For more details regarding the refund, please contact the card company as they are in charge of the refund approval. 

NOTE: If any opened/damaged item is returned, we will not be offering a refund on that product. 
Therefore, please pack them up carefully. Also, double check the items before returning and let us know in advance if you received the products damaged.

We apologize for the inconvenience you have experienced. 

If your package arrived damaged, please contact us right away with the photos requested below, as we need to report this to the shipping company: 

1. Photo of the exterior packaging (flyer bag that contained all the items)
2. Photo of all the items placed inside the exterior packaging
3. Photo of the actual item that was damaged/broken (showing that it cannot be used)

After we check the damage and investigate it with the shipping company, we will help you with compensation. 

NOTE: Please remember that you must reach out to us within 14 days from the day the order was delivered. 
Also, compensation may not be guaranteed if the requested pictures are not provided. 

Once we receive your returned product, your refund will be processed. Please note that a return fee will be deducted from your refund if you used a return label provided by us.

The remaining refund amount will be credited back to your original payment method.