Orders / Refunds / Returns / Shipping / In General

 

Orders 

All items must be paid for in full at time of purchase. All orders are final and refunds are not given for packages returned to sender by the post office, refused by the buyer, or unclaimed.  All orders completed on SugarMuses.com and using the checkout options in Facebook, Pinterest, Instagram, or other media platforms are subject to these Online Purchase Terms, SugarMuses’s Terms & Conditions, and Privacy Policy.  

(Specific to monthly one-time box purchases, previous box purchases, and subscription products): Should a product be sold out for the region in which a customer is located and the customer chooses to purchase the same product which is available for a different region, the order will be final and a refund will not be given for the price difference. Customer is responsible for any amount due when completing such purchase. For subscriptions, the product will be updated in the customer's account to the correct region for all future payments.  

Customers are responsible for keeping the information on their account updated and ensuring information is accurate. If information on a customer's account is not accurate at the time a payment processes or a package ships, the information currently reflecting on the account will be used to complete the purchase or shipment. Should a package be shipped to an incorrect address, it is the customer's responsibility to locate their package and pay for any dues owed if applicable.  

International Buyers

Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to bidding or buying. Item(s) allowed for domestic shipping may be restricted for international shipments in which these item(s) may or may not be altered or substituted by the merchant prior to shipment.

Declaration of actual price for all orders will be used on the customs form and requests declaring lesser value are not accepted. Customers may proceed with their order(s) or submit a cancellation request by email to support@sugarmuses.com within 24 hours of order being processed.

Please refer to International Purchases for more information.

Customers agree all orders placed and products purchased with SugarMuses, is solely for personal use and not for resale. Reproduction rights do not transfer with sale of items. Customers also agree all products purchased are not to be repackaged or rebranded as their product for resale. Such practices could result in legal action resulting in financial penalties.

Wholesale Resellers

Please refer to Wholesale Policies for more information.

 

Refunds

Unfortunately we can’t offer refunds or exchanges since items are hand-made/crafted.

All orders are considered "FINAL". 

We do our best to ensure items arrive safely. We also understand postal carriers can be rough on boxes.

We provide package protection insurance through USPS for all domestic shipments. Because damaged items are required to be inspected by USPS for the claim process, customers (recipients) will now be able to submit a claim for damaged or lost packages directly with USPS.

During the claim process, should the requested items not be provided for inspection by USPS, there is a higher probability the claim will be denied.

 

FOR DAMAGED ITEMS OR LOST PACKAGES 

Shipping Insurance and Claims

Package protection insurance is purchased on all domestic shipments using USPS Shipping Insurance. Packages ship via USPS using USPS Priority Mail or Ground Advantage which automatically covers packages that are damaged or lost up to a value of $100. Insurance fees are based on the item’s declared value, which cannot exceed the price of the item. USPS offers resolutions on shipping issues, so if you are within the US and have an issue with a package that is lost, arrived damaged or was missing contents you (the customer/recipient) may file a claim with USPS directly. 

International shipments are not insured. If you wish to pay for shipping protection for your order, please let us know so arrangements can be made.

Filing a USPS claim

Domestic customers (recipients) may file a claim with USPS for insured mail that is lost, arrived damaged or was missing contents. The person filing must have the original mailing receipt which can be obtained by emailing support@sugarmuses.com to request a copy. Each claim must be filed within a certain time period and include proof of insurance, value and damage. Learn more about filing USPS claims and to view the deadlines in which claims can be filed.

If an item arrives broken, damaged, or package is lost, please contact us immediately to obtain the mailing receipt to use along with your claim. Domestic customers (recipients) are able to file a claim directly with USPS as they can assist you if your order was lost, damaged, or was missing items.

Please keep all damaged items, packaging, and shipping label to provide USPS for your claim. If you are unable to file a claim online you may take all the items in your order (packaging, shipping label, mail receipt, and all contents) to your local post office and file a claim. Items are required to be inspected by USPS for the claim process. Should they not be provided there is a higher probability the claim will be denied.

SugarMuses is not responsible for lost or damaged mail. Click here to file a USPS claim.

 

Returns

Unfortunately we can’t offer returns, refunds, or exchanges since items are hand-made/crafted. For International packages that have been RTS (Returned to Sender), please refer to International Purchases for more information. Should a product be returned, it is considered on a case-by-case basis as deemed "acceptable" by SugarMuses®, at which the following limitations apply: a restocking fee of 15% plus actual shipping charges will be charged for any shipment refused, unclaimed, or returned (returned to sender). 

 

Shipping

All regular store item orders normally ship within 9-14 business days from the time order purchased; unless noted differently in the product listing or checkout. Please note larger orders may take a bit longer to fulfill due to items being handmade/crafted. Orders are processed in the order received (depending on order volume). Priority or Express shipping does not affect fulfillment process and applies only for the transit period.

All subscription orders are for the following month's box shipping the following month. Boxes ship via USPS with a flat rate shipping cost provided during checkout. Box orders cannot be expedited for shipment.

Orders ship via USPS and estimated shipping costs are calculated/provided during checkout. Shipping overages are refunded at time of fulfillment. When shipped an email notification is sent to the email address on file which contains a tracking number with an estimated delivery time as provided by USPS.

SugarMuses is not responsible for any lost or damaged orders. 

Lost Shipments (for packages shown as delivered):

• verify the shipping address

• look for a notice of attempted delivery

• look around the delivery location for the package

• see if someone else accepted the delivery

• check the USPS website for any "Alerts" or messages of delivery status (https://tools.usps.com/)

• contact your local USPS or postal carrier to check on delivery status

• wait 24-48 hours as some packages can show delivered while still in transit

• for USPS shipments leave a timely note of inquiry for the carrier at the mail box

It is the buyer's responsibility to file a claim with the appropriate carrier for all missing parcels shown as delivered. We highly recommend that orders are shipped to single unit residential or business addresses.

We are unable to guarantee actual shipment transit times for international orders.

 

In General

SugarMuses may revise and/or discontinue products at any time. All prices and promotions are subject to change without prior notice. SugarMuses reserves the right to limit order quantity at any time without notice.

SugarMuses reserves the right to refuse service to anyone for any reason.

No part of designs by SugarMuses may be reproduced or copied in any form or by any means. Customers agree all orders placed and products purchased with SugarMuses, is solely for personal use and not for resale. Reproduction rights do not transfer with sale of items. Customers also agree all products purchased are not to be repackaged or rebranded as their product for resale. Such practices could result in legal action resulting in financial penalties. All rights reserved.

This Website or Company Does Not Provide Medical Advice. SugarMuses DISCLAIMS ALL LIABILITY AND RESPONSIBILITY ARISING FROM ANY RELIANCE PLACED ON MATERIALS PROVIDED FOR SALE.