FAQ

Shipping & Delivery

Where do you ship from?

All of our products are shipped from China. By shipping directly from our supply network, we aim to provide you with newly produced products and reliable quality control before dispatch.

Do you ship discreetly?

Yes. All orders are shipped in discreet packaging. We understand the importance of privacy when purchasing intimate products, and we take extra care to ensure that your order is packaged securely and confidentially.

Will the package show what I purchased?

No. The outer packaging will not display the name, image, or description of the product you purchased.

Only the information required for shipping and delivery, such as the recipient's name, address, shipping label, and other necessary logistics information, may appear on the package.

Will the sender name reveal that I purchased an adult product?

No. We take your privacy seriously.

Where a sender name is required on the shipping label, MUSEE will be used whenever applicable. The package will not display explicit product names, images, or information indicating that you have purchased an adult product.

Only information necessary for shipping, customs, and delivery will appear on the parcel.

How long does shipping take?

Delivery times vary depending on the destination country or region and the shipping method selected.

Please refer to our Shipping Policy for estimated processing and delivery times.

How long does it take to process my order before shipment?

Orders are generally processed and shipped within 7 business days after your order has been successfully placed and payment has been confirmed.

Once your order has been shipped, you will receive a shipping confirmation email with your tracking number and tracking link.

Please note that processing times may be slightly longer during holidays, peak seasons, or in the event of unexpected circumstances.

Can I track my order?

Yes.

Once your order has been shipped, we will automatically send you a shipping confirmation email containing:

  • Your tracking number

  • A tracking link where you can check the latest delivery status

If you have created an account on our website, you can also log in and view your order status in your Order History.

Do you ship to my country?

We ship to most countries and regions worldwide.

However, shipping availability may vary depending on local laws, customs regulations, carrier restrictions, and the type of product being shipped.

If you are unsure whether we can deliver to your country, please contact our customer service team before placing your order.

Do I need to pay customs duties?

For destinations where our recommended DDP (Delivered Duty Paid) shipping service is available, applicable import duties and customs clearance are generally handled as part of the shipping service, so you normally will not need to arrange customs clearance or pay additional import duties upon delivery.

DDP availability may vary by destination. Please refer to our Shipping Policy or contact us before ordering if you have any questions.

What should I do if tracking shows delivered but I haven't received my package?

If your tracking information shows that your package has been delivered but you cannot locate it, please first check around your delivery location and with household members, neighbors, reception desks, or local collection points where applicable.

If the package still cannot be found, please contact our customer service team.

We will contact the shipping carrier to investigate the delivery. If the carrier confirms that the package was not successfully delivered, we will work with the carrier and provide an appropriate solution based on the investigation results.

What if my package is lost?

If your package is confirmed as lost by the shipping carrier, please contact our customer service team.

Once the loss has been verified, we will review the case and arrange an appropriate solution, which may include a replacement shipment or refund depending on the circumstances.

Please note that additional investigation may be required before a package can officially be considered lost.

Orders & Changes

Can I cancel or change my order?

Yes. You may cancel or make changes to your order at any time before it has been shipped.

Please contact our customer service team as soon as possible if you need to cancel your order or make any changes.

Once your order has been shipped, it can no longer be canceled.

What happens if I entered the wrong shipping address?

If your order has not yet been shipped, please contact our customer service team as soon as possible and we will help you update the delivery address.

Once the package has been shipped, changing the delivery address may not always be possible and additional fees may apply depending on the shipping carrier and destination.

To avoid delays or additional charges, please double-check your shipping information before completing your order.

Payment & Security

What payment methods do you accept?

We currently accept payments through PayPal.

Depending on your country and PayPal availability, you may also be able to pay using a supported credit or debit card through PayPal checkout without using your PayPal balance.

Available payment options will be displayed during checkout.

Is my payment information secure?

Yes. Your payment is processed through secure third-party payment providers such as PayPal.

MUSEE does not directly store your full credit card information. We also take appropriate measures to protect your personal and order information and use it only for legitimate purposes such as processing your order, providing customer support, and fulfilling legal obligations.

For more information, please refer to our Privacy Policy.

Returns & After-Sales Support

What if the product arrives damaged?

We carefully inspect products before shipment and package orders securely.

If your product arrives damaged or defective, please contact our customer service team as soon as possible and provide:

  • Your order number

  • Photos or videos showing the issue

  • A brief description of the problem

Once we verify the issue, we will provide an appropriate solution, which may include replacement, refund, or other after-sales support depending on the situation.

Can adult products be returned?

For hygiene and safety reasons, opened, used, or unsealed intimate products cannot be returned.

If your product arrives damaged, defective, or incorrect, please contact us and we will assist you according to our Returns & Refunds Policy.

Privacy

How do you protect my privacy?

Your privacy is extremely important to us.

We protect your privacy in several ways:

  • Orders are shipped in discreet outer packaging.

  • Product names or explicit product descriptions are not displayed on the outside of the parcel.

  • Personal information is used only when necessary to process orders, arrange delivery, provide customer service, and comply with applicable legal requirements.

  • Payment information is processed securely through trusted payment providers.

  • We do not publicly disclose your purchase history or personal order information.

For more details about how we collect, use, and protect your information, please refer to our Privacy Policy.

Product Safety

Are your products safe to use?

We carefully select products and suppliers with a strong focus on product quality and material safety.

Where applicable, we prioritize products made from commonly used body-safe materials and products that comply with relevant safety and quality requirements for their intended markets.

Please always read the product description and usage instructions before use. Stop using the product immediately if you experience discomfort, irritation, or an allergic reaction.

If you have questions about the material or specifications of a particular product, please contact us before purchasing.

Wholesale

Do you accept wholesale orders?

Yes. In addition to retail orders, MUSEE also provides wholesale services for businesses and professional buyers.

We can assist with:

  • Bulk purchasing

  • Wholesale pricing

  • Product sourcing

  • Private label opportunities

  • OEM / ODM inquiries

  • International shipping

Please contact our sales team for more information about wholesale pricing, minimum order quantities, and available products.

Contact Us

How can I contact you?

You can contact our customer service team through WhatsApp or email.

If you prefer, you can also leave your contact information through our website contact form, and a member of our team will get back to you as soon as possible.

For order-related inquiries, please include your order number so that we can assist you more efficiently.