Shipping policy
Last Updated: July 18, 2026
Welcome to MugMuse.store. We believe receiving a new mug, tumbler, or glass should feel as pleasant as settling into a warm Scandinavian café with your favourite drink. This Shipping Policy explains how we process, prepare, dispatch, track, and deliver orders placed through our online store.
Please read this policy before placing an order. By purchasing from MugMuse.store, you acknowledge that you have reviewed and accepted the shipping terms described below.
Shopify allows merchants to publish a dedicated Shipping Policy and configure shipping zones, rates, delivery methods, fulfillment locations, and estimated transit times. The shipping information displayed during checkout may therefore vary depending on the customer’s destination, order contents, and available delivery services.
1. Business and Contact Information
This Shipping Policy applies to purchases made through MugMuse.store.
Store Name: MugMuse.store
Business Address: 141 Markham St, Toronto, ON M6J 2G4, Canada
Customer Support Email: support@MugMuse.store
Telephone: (647) 220-8619
For questions about processing, tracking, delivery, damaged parcels, missing packages, or address corrections, please contact us and include your order number.
We generally respond within 1–3 business days, excluding weekends and Canadian public holidays.
Please note that our business address is not automatically a customer return location. Products must not be returned to this address unless our customer service team has provided written authorization and confirmed the correct return instructions.
2. Shipping Destinations
MugMuse.store aims to serve customers in Canada and other supported international destinations.
The countries and regions available for shipping will be displayed during checkout. If your destination cannot be selected or no shipping method appears, we may not currently be able to deliver to that location.
Shipping availability may depend on:
The destination country or postal code
Carrier coverage
Product type and dimensions
Customs restrictions
Local import rules
Remote-area limitations
Temporary transportation disruptions
Supplier or fulfillment location
Applicable sanctions or trade restrictions
We reserve the right to decline or cancel an order when delivery to the provided destination is unavailable, legally restricted, commercially impractical, or considered excessively risky.
If we cancel an order for one of these reasons after payment has been collected, we will issue a refund for the cancelled products and any applicable shipping charges.
3. Order Processing Time
Most orders require 1–3 business days for processing before shipment.
Processing includes:
Payment verification
Fraud screening
Inventory confirmation
Product inspection
Protective packaging
Shipping-label preparation
Carrier assignment
Transfer to the fulfillment facility or shipping carrier
Business days generally mean Monday through Friday and exclude weekends and Canadian statutory holidays.
Orders placed after a daily processing cutoff, on weekends, or during public holidays may begin processing on the next business day.
Processing time is separate from delivery time. For example, an order requiring two business days to process and seven business days to travel may arrive approximately nine business days after purchase.
Some orders may require additional processing time because of:
High seasonal demand
Major promotional events
Address verification
Payment review
Large order quantities
Product customization
Inventory transfers
Quality-control concerns
Weather or operational disruptions
If a substantial delay occurs before shipment, we will make reasonable efforts to notify you using the email address associated with your order.
4. Estimated Delivery Time
Our standard estimated delivery timeframe is generally:
7–10 business days after dispatch
This estimate may vary depending on the destination, selected shipping method, product availability, customs processing, carrier performance, and fulfillment location.
The delivery estimate shown at checkout or in an order confirmation is an estimate rather than a guaranteed arrival date unless we expressly state otherwise.
Shipping-carrier delivery standards are generally calculated under normal operating conditions and may change because of holidays, volume surges, labour disruptions, equipment failures, epidemics, severe weather, or other circumstances beyond the carrier’s reasonable control. Canada Post also explains that delivery standards are expected transit times rather than guarantees for many services.
Delivery may take longer for:
Remote or rural addresses
Islands and military locations
PO boxes
International destinations
Areas with limited carrier service
Orders requiring customs clearance
Peak holiday periods
Products dispatched from different fulfillment facilities
Customers should allow additional time during November, December, major sales events, public emergencies, or widespread transportation disruptions.
5. Free Shipping
MugMuse.store may offer free standard shipping to eligible destinations.
When free shipping is available, it will be displayed during checkout before payment is submitted.
Free shipping generally applies only to the standard delivery service selected by MugMuse.store. It does not necessarily include:
Express delivery
Priority processing
Same-day delivery
Special handling
Remote-area surcharges
Customs duties
Import taxes
Brokerage charges
Address-correction fees
Reshipment caused by customer error
Free shipping promotions may be subject to minimum order values, geographic restrictions, eligible-product requirements, or limited promotional periods.
Shopify allows stores to offer free shipping as a configured checkout rate, including rates based on destination, product, weight, or order value. The shipping option actually shown at checkout will govern the order.
6. Shipping Rates
Where free shipping is not available, the applicable shipping charge will be displayed at checkout.
Shipping rates may be calculated based on:
Delivery destination
Package weight
Package dimensions
Number of products
Product type
Order value
Carrier pricing
Selected delivery speed
Remote-area surcharges
Fulfillment location
Promotional eligibility
You will have an opportunity to review the shipping charge before placing your order.
We are not responsible for additional charges imposed independently by a customer’s bank, payment provider, customs authority, postal operator, or local courier.
7. Order Confirmation
After an order is submitted, you should receive an order confirmation at the email address provided during checkout.
The confirmation normally includes:
Order number
Products purchased
Billing information
Shipping address
Order total
Selected shipping method
Any applicable taxes or shipping charges
Please review the confirmation promptly.
If any information is incorrect, contact support@MugMuse.store as soon as possible. We will make reasonable efforts to update the order, but changes cannot be guaranteed once processing or fulfillment has begun.
An automated confirmation shows that we received your order. It does not necessarily mean that the order has been finally accepted, verified, or dispatched.
8. Shipping Confirmation and Tracking
When tracking is available, you will receive a shipping confirmation containing a tracking number or tracking link after the parcel has been dispatched.
Tracking information may require 24–72 hours to update after the label is created. During this period, the carrier may display messages such as:
Label created
Shipment information received
Awaiting carrier pickup
Pre-shipment
Tracking unavailable
These messages do not necessarily mean the parcel has failed to ship. In some cases, the first visible update occurs after the parcel reaches a sorting facility.
Customers are responsible for monitoring tracking information and arranging timely collection or receipt of the parcel.
Some low-cost, remote-area, or international shipping services may provide limited tracking. Where full tracking is unavailable, delivery scans may appear only at major transit points or at final delivery.
9. Multiple Packages
An order containing several products may be shipped in more than one package.
This may happen when:
Products are stored at different fulfillment locations
Items become available at different times
Products require different packaging
A package exceeds carrier size or weight limits
Separate shipment reduces the risk of breakage
When an order is divided, the packages may arrive on different days and may have separate tracking numbers.
You will not be charged additional shipping solely because we decide to divide an order, unless a separate charge was clearly disclosed and accepted during checkout.
Receiving one package does not necessarily mean that the entire order has been delivered. Please review the shipping confirmation and tracking details before reporting missing items.
10. Packaging and Fragile Products
Many MugMuse.store products are made from glass, ceramic, stainless steel, plastic, wood, or combinations of these materials.
Glass and ceramic drinkware can be fragile. We therefore use reasonable protective packaging intended to reduce movement, impact, scratching, and breakage during transportation.
Packaging may include:
Protective sleeves
Bubble wrapping
Foam inserts
Moulded supports
Inner cartons
Dividers
Reinforced outer packaging
Protective paper or cushioning
The appearance of the shipping carton may differ from website photography or gift packaging. Outer packaging is primarily intended to protect the product during delivery.
Minor compression, marking, or wear to the external shipping box does not automatically mean that the product itself is damaged.
Customers should open packages carefully and avoid using sharp blades close to the product.
11. Correct Shipping Information
Customers are responsible for providing a complete and accurate delivery address.
The address should include, where applicable:
Recipient’s full name
Street number and street name
Apartment, suite, or unit number
City
Province, state, or region
Postal or ZIP code
Country
Valid telephone number
Access code or delivery instruction
MugMuse.store is not responsible for delivery problems caused by information entered incorrectly or incompletely by the customer.
Contact us immediately if you notice an error. We may attempt to correct the address before shipment, but we cannot guarantee that the request will be completed.
After dispatch, carriers may refuse address changes or charge an address-correction fee. Any additional cost resulting from customer-provided address errors may be charged to the customer or deducted from an available refund, where permitted by law.
12. Address Changes After Dispatch
Once a parcel has been dispatched, MugMuse.store may be unable to change the destination.
Customers may contact the shipping carrier directly to request:
Delivery redirection
Pickup at a local facility
Safe-location instructions
A delivery-date adjustment
An address correction
Such services are controlled by the carrier and are not guaranteed.
MugMuse.store cannot accept responsibility for unauthorized redirection arranged by the customer or another person with access to the tracking information.
If a package is returned because an address was incorrect or incomplete, our returned-to-sender procedures will apply.
13. Delivery Attempts and Signature Requirements
Depending on the carrier, order value, location, or product, delivery may require:
A signature
Identification
A secure access code
Collection from a postal facility
Collection from a parcel locker
Presence of an adult
The carrier may attempt delivery more than once or leave instructions for collection.
Customers are responsible for collecting parcels within the carrier’s stated holding period.
A parcel that is not collected may be returned to the sender. Additional costs may apply for reshipment when non-collection was not caused by MugMuse.store or the carrier.
14. Safe-Drop and Unattended Delivery
Some carriers may leave parcels at a door, porch, reception desk, mailroom, lobby, parcel locker, concierge, or another location considered reasonably secure.
The carrier determines whether unattended delivery is appropriate.
Customers should provide an address where someone can safely receive the parcel. Where available, customers may use carrier-managed delivery preferences.
MugMuse.store is not responsible for loss, theft, weather exposure, or damage occurring after a parcel has been correctly delivered to the address provided, except where applicable law makes us responsible.
However, we will reasonably assist customers in obtaining tracking records or carrier documentation.
15. Orders Marked as Delivered but Not Received
If tracking shows that an order was delivered but you cannot locate it, please:
Check the mailbox, porch, garage, side entrance, lobby, mailroom, and parcel locker
Ask family members or household residents
Contact the building concierge or reception desk
Check with immediate neighbours
Review any delivery photograph or location note
Confirm that the order address was correct
Allow up to two additional business days because some parcels are scanned prematurely
If the parcel remains missing, contact us at support@MugMuse.store.
We may ask you to:
Confirm your delivery address
Complete a non-receipt declaration
Contact the carrier
Provide identification
File a police report in suspected theft cases
Cooperate with a carrier investigation
A refund or replacement is not automatic when tracking confirms delivery. We will review the circumstances, available evidence, carrier findings, and applicable legal requirements before determining the appropriate resolution.
16. Lost Packages
A shipment may be considered lost when it has not arrived within a reasonable period and the carrier confirms that it cannot be located or delivered.
Please contact us if tracking has not updated for an extended period or if delivery is substantially overdue.
We may open a carrier investigation. Investigations can take several business days or longer, particularly for international shipments.
During the investigation, customers may be asked to provide:
Order number
Confirmation of the shipping address
A signed declaration
Communication received from the carrier
Other reasonable documentation
When a parcel is confirmed lost, we may provide a replacement or refund, depending on product availability, customer preference, carrier findings, and applicable law.
17. Damaged Deliveries
Inspect your order promptly after delivery.
If a product arrives broken, cracked, chipped, leaking, crushed, or otherwise damaged, contact us as soon as possible and preferably within 7 calendar days.
Include:
Your order number
A description of the damage
Photographs of the product
Photographs of the inner packaging
Photographs of the outer shipping carton
A photograph of the shipping label
A video where necessary to demonstrate the issue
Do not discard the product or packaging until we confirm that they are no longer needed. The carrier or fulfillment partner may require them for inspection.
After verification, we may offer a replacement, refund, replacement component, partial refund, or another appropriate remedy under our Return & Refund Policy.
18. Missing or Incorrect Items
If your delivery is missing an item or contains the wrong product, contact us promptly.
Before reporting a missing item, confirm whether the order was divided into multiple shipments.
Please provide:
Order number
Name of the missing or incorrect product
Photographs of all products received
Photograph of the parcel contents
Photograph of the outer packaging and shipping label
We will review fulfillment and shipping records and provide an appropriate solution.
19. Delayed Packages
Delivery delays can occur for reasons outside our direct control, including:
Severe weather
Wildfires or flooding
Carrier congestion
Public holidays
Customs inspections
Labour disruptions
Political unrest
Transportation accidents
Flight cancellations
Border restrictions
Public health emergencies
Natural disasters
Incorrect addresses
Remote-area service limitations
Unanticipated order volume
We do not guarantee compensation solely because a shipment arrives later than an estimated delivery date.
However, mandatory consumer rights remain unaffected. Ontario guidance states that, in applicable circumstances, goods ordered under a consumer agreement must be delivered within 30 days after the promised delivery date, or the consumer may have a right to request a refund.
Contact us if an order is significantly delayed so that we can review the tracking history and determine the appropriate next step.
20. Customs, Duties, and Import Taxes
International orders may be reviewed by the customs authority of the destination country.
Customers may be required to pay:
Customs duties
Import taxes
Value-added tax
Goods and services tax
Brokerage fees
Postal handling fees
Clearance charges
Local administrative fees
Unless expressly stated at checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.
Customs authorities determine whether goods may enter a country and whether duties or taxes apply. For goods entering Canada, the Canada Border Services Agency reviews international mail and determines applicable import charges.
MugMuse.store cannot predict the exact charges imposed by every destination.
Customers should consult their local customs authority before ordering if they need an estimate.
We will not intentionally declare a false value, describe merchandise as a gift when it is not a gift, or provide inaccurate customs information.
21. Customs Delays
Customs processing is controlled by government authorities and is not included in ordinary carrier transit estimates unless expressly stated.
A parcel may be delayed because customs requires:
Inspection
Payment of duties or taxes
Proof of purchase
Identity verification
Product documentation
Additional declaration information
The customer is responsible for responding promptly to legitimate requests from the carrier or customs authority.
Failure to pay charges or provide requested information may result in the package being returned, abandoned, seized, or destroyed.
22. Refused Shipments and Unpaid Import Charges
Refusing delivery does not automatically cancel an order or guarantee a full refund.
If a customer refuses a correctly fulfilled shipment or fails to pay applicable import charges, the parcel may be returned to the sender.
Any refund may be reduced by reasonable costs associated with:
Original shipping
Return shipping
Carrier charges
Customs fees
Import charges billed to us
Storage costs
Handling expenses
A refund will generally be considered only after the returned parcel is received and inspected.
No refund may be available if the carrier or customs authority abandons or destroys the shipment rather than returning it.
23. Returned-to-Sender Packages
A parcel may be returned to sender because of:
An incorrect address
An incomplete address
An unavailable recipient
Failure to collect the parcel
Refusal of delivery
Unpaid duties or taxes
An inaccessible building
Carrier delivery restrictions
Repeated unsuccessful delivery attempts
After the parcel is returned and inspected, we may offer:
Reshipment after payment of applicable shipping costs
Refund of the eligible product value
Another reasonable resolution
Original shipping costs and return charges may be non-refundable when the return was caused by customer-provided information or failure to receive the shipment.
24. Shipping Restrictions
We do not knowingly ship to locations or recipients where doing so would violate applicable laws, sanctions, trade controls, carrier restrictions, or product regulations.
Certain products may be restricted because of:
Material composition
Package dimensions
Destination-country rules
Safety standards
Customs requirements
Carrier policies
We may cancel affected products or the entire order and issue an appropriate refund.
25. Order Cancellations
Contact us as soon as possible to request cancellation.
We may be able to cancel an order before fulfillment begins. However, cancellation cannot be guaranteed once the order has entered processing or shipment.
After dispatch, the order must generally be handled according to our Return & Refund Policy.
A customer’s statutory cancellation rights under applicable consumer law are not limited by this section.
26. Force Majeure
MugMuse.store is not responsible for shipping delays or failures caused by events beyond our reasonable control, including:
Natural disasters
Government action
War or civil unrest
Pandemics
Border closures
Cyberattacks
Utility outages
Carrier failures
Labour strikes
Transportation shutdowns
Extreme weather
Supply-chain disruption
Where possible, we will provide updates and make reasonable efforts to complete delivery or offer an appropriate alternative.
27. Customer Responsibilities
To help ensure successful delivery, customers should:
Provide accurate contact and address information
Review the order confirmation
Monitor tracking updates
Remain available for delivery
Collect parcels promptly
Pay legitimate customs charges
Inspect products after arrival
Report problems promptly
Retain packaging when damage is discovered
Cooperate with reasonable carrier investigations
Failure to take these steps may affect our ability to resolve a shipping claim.
28. Consumer Protection Rights
This Shipping Policy provides contractual information about how MugMuse.store handles fulfillment and delivery.
It does not replace or restrict mandatory consumer rights.
Ontario’s Consumer Protection Act may apply to online transactions when either the consumer or internet seller is located in Ontario. Online transactions over applicable thresholds may also be subject to disclosure, contract, delivery, cancellation, and refund requirements.
If a provision of this Shipping Policy conflicts with a non-waivable law, the applicable law will prevail.
29. Changes to This Shipping Policy
We may update this policy to reflect changes in:
Carrier services
Shipping zones
Delivery estimates
Fulfillment locations
Shopify functionality
Customs requirements
Business operations
Legal obligations
The latest version will be posted on MugMuse.store with a revised “Last Updated” date.
The Shipping Policy in effect when an order is placed will generally govern that order unless a later version provides more favourable terms or applicable law requires otherwise.
30. Contact Us
For shipping assistance, contact:
MugMuse.store
141 Markham St
Toronto, ON M6J 2G4
Canada
Email: support@MugMuse.store
Phone: (647) 220-8619
Please include your order number and a clear explanation of the issue. For damaged, missing, or incorrect deliveries, attach relevant photographs whenever possible.