DUE TO THE RECENT CHANGES IN EU PRODUCT SAFTFY REGULATIONS (GPSR), I AM UNABLE TO SHIP ANY PRODUCTS TO ANY COUNTRIES WITHIN EU FOR THE FORESEEABLE FUTURE. 

Any orders placed with an EU shipping address will be canceled. Unfortunately there are no easy solution to this. If you have friends and families outside of EU, you have have the order shipped to them, and arrange having the package delivered to you in other ways.

Order Processing Times

Mew San Delivery! Mew San works hard to deliver your packages on time. And we work hard to pack your orders with absolute care. Since every piece is delicate, expect processing times to be within 3 to 5 business days. This may take up to 2 weeks during the holidays or busier seasons. As we want to make sure your new companions arrive safely, we will not take any rush orders to make sure they’re properly protected in transit.

Shipping Options & Costs

Local Pickup:

If you live in the Toronto area, we’d love for you to come by and pick up your orders! Once your order is ready, you’ll receive an email from us with the next steps. Kindly note that we can only hold your order at our studio for 14 days, due to the limited space we have. If you’re not able to pick up within this timeframe, please let us know as soon as possible; we’d be happy to accommodate!

Shipping Information:

Do note that the shipping time doesn’t include order processing times. Shipping cost may also vary depending on how many items you’re purchasing and how intricate they are. Some pieces require more packaging, which may impact the shipping cost. 

To combine shipping costs for multiple orders, please email us. Note that this can only be done if the total value of the order is within the shipping restrictions, as listed below, and if the items are safe to ship within the same package. This is usually limited to around 3-4 mug sized pieces, and we will decide how to safely arrange them.

North America

The following is the general shipping information based on a planter or a mug:

*These values may fluctuate depending on the season, increased postal fees, or increased fuel costs.

All North American orders are shipped with Chit Chat. You’ll receive tracking information once we ship your order. When your package arrives in your country, the tracking will update on your local postal service site. 

International

We ship to most countries around the world!

The following is the general shipping information for a few of the listed countries, based on the cost and weight of a planter or a mug:

*These values may fluctuate depending on the season, increased postal fees, or increased fuel costs.

All international orders are shipped via Chit Chat or Canada Post. You’ll receive tracking information once we ship your order. When your package arrives in your country, the tracking will update on your local postal service site. 

In any instances where a package can’t be sent with a tracking number, we’ll reach out to you through email. In cases like this, UPS or FedEx will be used, and you may need to pay extra for shipping. Otherwise, we may have to cancel the order. 

If you have any questions about other shipping options, like UPS or FedEx overnight shipping, we’d be more than happy to provide a quote for your particular order. 

Shipping Address:

Please make sure all your shipping information is correct and written in English! We will not be responsible for misdeliveries due to an incorrect address.

If the shipping address needs to be changed or updated, please email us within 24 hours from the time of purchase. We will personally confirm with you that changes have been made. 

If a package is sent back to us due to an incorrect address, we will re-ship your order, but you’ll be responsible for the additional shipping fees. 

Customs & Duties:

Since we ship to a variety of countries, there may be customs and duties to be paid. Please note that you are responsible for any customs duties and taxes.

To maintain honest business practices, all customs forms will be filled out with accurate order values, which can’t be adjusted. This is also to make sure the right amount of insurance can be claimed, if anything happens. 

Shipping Restrictions: 

For U.S. and other international addresses, shipments can’t exceed $800 USD in retail value. For Canadian addresses, shipments are restricted to a maximum retail value of $2,500 CAD. 

If your order value is more than what’s been listed above, or if you’ve made a big order that requires multiple shipments, we will ship your order separately and on two different days. These orders may require additional shipping fees, which will be requested from you. 

Lost, Stolen, or Missing packages:

We’re not liable for any lost, stolen, or missing packages. We are also not responsible for any service interruptions. Once the package leaves our studio, it is out of our responsibility and control. In cases such as a missing or lost package, please email us as soon as possible. We will do our best to help locate the package from our end.

We highly recommend you to check with your neighbours, surrounding areas, and local post office — keep a record of all your exchanges and everyone’s efforts in locating your package. We can try to claim lost package insurance, though compensation is not guaranteed. 

To minimize the risk of lost packages, make sure your shipping address is correct when checking out. Mew San would be upset too, if your package can’t make it to you! 

 

Additional Information

Be sure to include a valid email address when you fill out your order information. This is so we can reach out to you if anything happens to your order. If further action is required, and if we don’t hear back from you within 5 business days, we may cancel your order. 

Broken Parts

Sometimes broken pieces are inevitable during a long transit, despite the amount of care put into packing your order. If you receive a broken product, please email us within 3 days of receiving your package with your full name and order number. Include detailed photos of the packaging, condition of the piece upon arrival, and the loose or damaged parts. We ask that you don’t throw away the damaged pieces and packaging until a solution is sorted out. 

Missing Parts

If you notice that your order is missing a part, do reach out to us through email! We’ll have the missing part shipped as soon as possible, at no extra cost to you.

Wrong Item

Mistakes can happen! If you received the wrong item in your order, please contact us as soon as you can. We will help you find the best solution for this situation.