FAQ
How do I return / exchange?
Please visit our Return Policy page.
What locations do you ship to?
Currently we ship within the United States - to all 50 states and to Washington, D.C. only excluding Hawaii and Puerto Rico. PO Boxes are not accepted.
How will my order be delivered, and how long does delivery take?
We offer Express (1-2 business days for orders placed before 12PM PST) with UPS or Standard delivery (3-5 business days) with USPS. Shipping charges will be added to each customer order.
After you place an order, you will automatically receive a confirmation email. Processing typically takes 1 to 3 business days.
Do you offer International shipping?
No. At this time international shipping is not offered.
How do I track the status of my order?
While your order is being packed and processed, you’ll see ‘In Progress’ in your Order History. Once your order has been shipped, we will send a shipping confirmation email to let you know. This will include a tracking link for your parcel, so you can follow its progress from us to you.
Can I make any changes to my order now it has been placed?
Once your order has been placed, it is not possible to amend/add any items included in the order or change the recipient details or delivery address. However it may be possible to cancel the order, if you email our customer service team within one hour of making the purchase at concierge@mousmous.co.
When will items on pre-order ship?
For pre-order items, shipping timelines will be clearly stated on the product page. If your order includes both in-stock and pre-order items, the order will ship once all items are available.
Can I cancel items on pre-order?
Changes to pre-order details (e.g., size, color) can only be made within the 48-hour cancellation window. Pre-orders may be canceled within 48 hours of purchase for a full refund. After 48 hours, cancellations are no longer permitted as production and fulfillment processes will have commenced.
What if my pre-order takes longer to ship than expected?
In the rare event of a delay, we will notify you via email with updated timelines. Should delays exceed 30 days, you may opt to cancel for a full refund, regardless of the initial cancellation window.
When does my store credit expire?
Store credits do not expire but can only be applied to 1 purchase. Store credits are non-transferable and cannot be redeemed for cash.
What payment options do you offer?
You can choose to pay using MasterCard, VISA, Diners Club, American Express, Discover, Apple Pay, Google Pay, and Shop.
Can you help with damaged product?
We apologize that you received a damaged item. Please send a photo of the damaged product to customer service, concierge@mousmous.co, with your information and we would be happy to help you with a resolution. Please note, any damaged item outside of a 14 day return window cannot be returned or refunded.
If I have additional questions, whom should I contact?
If you have any additional questions, please email Customer Service at concierge@mousmous.co.
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