Last updated: August 18, 2026
Thank you for shopping with MUSEE. We are committed to providing reliable international shipping while protecting your privacy throughout the delivery process.
Please review the following shipping information before placing your order.
1. Where We Ship From
All MUSEE orders are shipped from China.
Before shipment, our team carefully inspects each order and securely packages the products to help ensure that they arrive in good condition.
2. Order Processing Time
Orders are generally processed and shipped within 7 business days after your order has been successfully placed and payment has been confirmed.
Business days do not include weekends or public holidays.
Processing times may occasionally be longer during:
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Public holidays
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Peak shopping seasons
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Promotional periods
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Temporary inventory shortages
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Unexpected logistics disruptions
If there is a significant delay in processing your order, our customer service team will contact you.
3. Shipping Destinations
We ship to most supported countries and regions worldwide.
Shipping availability is determined by local import regulations, carrier availability, product restrictions, and our logistics capabilities.
If your country or region is available as a shipping destination during checkout, you may normally place your order directly through our website.
Countries and Regions We Currently Do Not Ship To
Due to local import restrictions, logistics limitations, or regulations relating to adult and intimate products, we currently do not ship to the following destinations:
Middle East, North Africa & Arab States
Saudi Arabia
United Arab Emirates
Qatar
Kuwait
Bahrain
Oman
Yemen
Iraq
Syria
Jordan
Lebanon
Palestinian Territories
Egypt
Algeria
Libya
Morocco
Tunisia
Mauritania
Sudan
Somalia
Djibouti
Comoros
Central & Western Asia
Iran
Afghanistan
Turkey
Kazakhstan
Uzbekistan
Turkmenistan
Kyrgyzstan
Tajikistan
South Asia
Pakistan
Bangladesh
Maldives
India
Africa
The Gambia
Guinea
Mali
Niger
Nigeria
Sierra Leone
Senegal
Chad
Benin
Burkina Faso
Americas & Caribbean
Suriname
Guyana
Turks and Caicos Islands
Cayman Islands
This list may be updated from time to time depending on changes in local regulations, carrier policies, and logistics availability.
If you are unsure whether we can ship to your location, please contact our customer service team before placing your order.
4. Shipping Methods
Standard Shipping — DDP Air Shipping
Our default international shipping method is DDP Air Shipping (Delivered Duty Paid).
For destinations supported by our DDP service, customs clearance and applicable import duties are generally handled through our logistics service.
This means that in most cases, customers using our recommended DDP shipping service will not need to arrange customs clearance or pay additional import duties upon delivery.
Express Shipping — UPS / DHL
If you require faster delivery, UPS or DHL Express may be available for selected destinations.
UPS and DHL are not our default shipping methods and may involve additional shipping charges.
If you would like to use an express shipping service, please contact our customer service team before placing your order.
We will confirm:
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Shipping availability
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Estimated delivery time
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Shipping cost
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Customs and tax arrangements
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Any additional shipping requirements
before arranging express delivery.
5. Customs Duties and Taxes
For orders shipped using our recommended DDP (Delivered Duty Paid) service, applicable import duties and standard customs clearance are generally included as part of the shipping service.
In most cases, customers using DDP shipping will not need to:
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Arrange customs clearance
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Hire a customs broker
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Pay additional import duties upon delivery
If you request UPS, DHL, or another alternative shipping method, customs duties, taxes, and clearance arrangements may differ depending on the destination.
Our customer service team will provide relevant information before arranging an alternative shipping method.
6. Estimated Delivery Times
The estimated delivery times below apply after your order has been shipped and do not include our order processing time.
United States
Approximately 7–15 business days
Canada
Approximately 7–15 business days
European Countries
Approximately 8–12 business days
United Kingdom
Approximately 8–12 business days
Australia
Approximately 7–15 business days
New Zealand
Approximately 7–15 business days
For other supported destinations, delivery times may vary. Please contact our customer service team if you would like an estimated delivery time before placing an order.
Please note that all delivery times are estimates and are not guaranteed.
International shipments may occasionally be delayed due to circumstances beyond our direct control, including:
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Customs processing
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Severe weather
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Public holidays
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Flight delays
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Local carrier delays
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Remote-area delivery
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Government restrictions
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Unexpected logistics disruptions
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Force majeure events
7. Shipping Fees
Shipping fees are calculated based on factors including:
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Destination country or region
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Product weight
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Package size
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Shipping method
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Remote-area surcharges
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Order contents
The applicable shipping fee will normally be displayed during checkout before payment.
In some cases, particularly for remote locations or unusually large shipments, the actual shipping cost may be significantly different from the amount calculated at checkout.
If this occurs, our customer service team will contact you before shipment.
8. Remote Areas
Customers located in remote or extended delivery areas are encouraged to contact our customer service team before placing an order.
Some remote destinations may involve:
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Additional shipping charges
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Longer delivery times
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Limited carrier availability
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Alternative delivery arrangements
If we determine after your order has been placed that the actual shipping cost to your address is significantly higher than the amount charged at checkout, we will contact you before shipment.
Depending on the situation, we may:
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Offer an alternative shipping solution
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Inform you of any additional shipping cost
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Cancel the order and issue a refund
We reserve the right to cancel and refund an order where the delivery cost or logistics conditions make shipment commercially unreasonable or impractical.
No additional shipping charge will be applied without informing you first.
9. Order Tracking
Once your order has been shipped, we will automatically send you a shipping confirmation email containing:
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Your tracking number
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A tracking link
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Available shipment information
You can use the tracking link to check the latest status of your package.
If you have created an account on our website, you may also be able to view your order status through your Order History.
Please allow approximately 24–72 hours after shipment for tracking information to become active or update in the carrier's system.
10. Discreet Packaging
Your privacy is extremely important to us.
All MUSEE orders are shipped using discreet outer packaging.
The outside of the package will not display:
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Explicit product images
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Adult product descriptions
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The specific name of the product purchased
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Information that clearly identifies the contents as adult or intimate products
Only information necessary for shipping, customs clearance, and delivery may appear on the parcel.
Where a sender name is required, MUSEE will be used whenever applicable.
Certain logistics or customs requirements may require additional non-explicit information to appear on shipping or customs documentation.
11. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully check the following information before submitting your order:
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Full name
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Street address
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Apartment or unit number
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City
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State or province
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Postal or ZIP code
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Country
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Phone number
Before Shipment
If you notice an error in your shipping address and your order has not yet been shipped, please contact us as soon as possible.
We can normally update the delivery address before shipment.
After Shipment
Once a package has been shipped, changing the delivery address may not always be possible.
If the shipping carrier allows an address change, additional fees may apply.
Any additional carrier fees resulting from an address change after shipment may be the responsibility of the customer.
MUSEE cannot guarantee successful delivery when incorrect or incomplete shipping information has been provided by the customer.
12. Undeliverable, Refused, or Unclaimed Packages
Customers are responsible for providing accurate shipping information and for receiving or collecting their package within the period required by the local carrier.
If a package cannot be successfully delivered due to:
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An incorrect or incomplete shipping address
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An incorrect postal or ZIP code
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Repeated unsuccessful delivery attempts
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The customer refusing delivery
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The customer failing to collect the package within the carrier's required collection period
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The customer failing to respond to delivery or collection notices
our customer service team may contact the customer and ask them to arrange delivery or collection as soon as possible.
Customer Refusal or Failure to Collect
Once an order has been shipped, customers are responsible for accepting delivery or collecting the package where required.
If MUSEE or the shipping carrier notifies you that your package is awaiting delivery or collection, please take the necessary action as soon as possible.
If a package is returned, abandoned, or destroyed because the customer:
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Refused the shipment
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Did not collect the package within the required period
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Repeatedly failed to accept delivery
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Failed to respond to carrier delivery notifications
the resulting loss will be the responsibility of the customer.
Orders that are returned, abandoned, or destroyed due to customer refusal or failure to collect are not eligible for a refund.
Any costs associated with return shipping, storage, redelivery, disposal, or other carrier charges may also be the responsibility of the customer.
If the package is successfully returned and reshipment is still possible, additional shipping fees may be required before we can resend the order.
This policy does not apply where the delivery failure is confirmed to have been caused by an error on the part of MUSEE or our designated logistics provider.
13. Lost Packages
If you believe your package has been lost in transit, please contact our customer service team.
We will contact the shipping provider and request an investigation.
A shipment will normally be considered lost only after the carrier or logistics provider confirms the loss or completes the applicable investigation.
If the package is confirmed as lost during transit and the loss was not caused by incorrect customer information or failure to receive the shipment, we will provide an appropriate solution, which may include:
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Reshipping your order at no additional product cost
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Issuing a refund
The appropriate solution will depend on the circumstances and the results of the logistics investigation.
14. Tracking Shows Delivered but Package Has Not Been Received
If your tracking information shows Delivered but you cannot locate your package, please first check:
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Around your delivery location
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With household members
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With neighbors
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With your building reception or concierge
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At designated local collection points
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With the local delivery carrier
If you still cannot locate the package, please contact our customer service team.
We will contact the shipping provider and request an investigation.
If the carrier confirms that the package was not successfully delivered, we will work with the logistics provider and provide an appropriate solution based on the investigation results.
15. Damaged Products
We carefully inspect products before shipment and package orders securely.
If your product arrives damaged, defective, or has been damaged during transportation, please contact us within 7 days of delivery.
Please provide:
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Your order number
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Photos of the outer packaging
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Photos or videos clearly showing the damaged product
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A brief description of the issue
Once the issue has been verified, we may provide an appropriate solution, including:
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A replacement shipment
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A partial refund
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A full refund
depending on the circumstances.
Claims submitted more than 7 days after confirmed delivery may be more difficult to verify and may not qualify for the same after-sales resolution.
16. Delivery Delays
International shipments may occasionally experience delays outside our direct control.
Estimated delivery times are provided for reference only and do not represent guaranteed delivery dates.
Possible causes of delay include:
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Customs processing
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Carrier delays
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Flight disruptions
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Severe weather
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Public holidays
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Remote-area delivery
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Government restrictions
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Force majeure events
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Unexpected logistics disruptions
A shipment that is temporarily delayed or has not received a tracking update for several days is not automatically considered lost.
If your tracking information has not updated for an unusually long period, please contact our customer service team and we will assist with an investigation.
17. Order Cancellation
You may request to cancel your order at any time before it has been shipped.
If your cancellation request is received before shipment, we will process the cancellation and applicable refund.
Once your order has been shipped, it can no longer be canceled.
Refusing delivery or intentionally failing to collect a shipped order will not be treated as an order cancellation and will not qualify for a refund.
To request a cancellation before shipment, please contact our customer service team and provide your order number.
18. Customs Clearance Issues
We only make shipping options available for destinations that are currently supported by our logistics network.
For orders successfully accepted by our website and shipped to an eligible destination using our recommended shipping service, MUSEE and our logistics partners will be responsible for coordinating the standard customs clearance process.
If a shipment is detained, rejected, or cannot complete customs clearance due to an issue attributable to our shipping service or logistics provider, we will work with the logistics provider to resolve the situation.
If the shipment ultimately cannot be delivered due to such a logistics or customs clearance issue, we will provide an appropriate solution, which may include:
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Reshipping the order
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Issuing a refund
Customers are still responsible for providing accurate and complete personal, shipping, and contact information where required for customs clearance and delivery.
Customs or delivery issues caused by inaccurate, incomplete, or misleading customer information may require separate handling and may not qualify for the same resolution.
19. Shipping Restrictions and Local Regulations
Although we restrict unsupported destinations through our website and logistics settings, shipping regulations may change from time to time.
Customers should not attempt to place orders using forwarding addresses, false destination information, or other methods intended to bypass our shipping restrictions.
Orders that we determine cannot be safely or legally shipped may be canceled and refunded before shipment.
MUSEE reserves the right to refuse shipment to any destination where logistics conditions, local restrictions, or other circumstances make delivery unavailable or impractical.
20. Contact Us
If you have any questions regarding shipping, tracking, customs clearance, delivery, or your order, please contact our customer service team.
Company: Shenzhen Musee Technology Co., Ltd.
Brand: MUSEE
Email: sales3@belovetoys.com
WhatsApp: +86 185 2395 2652
Website: musee-lovetoy.com
For order-related inquiries, please include your order number so that we can assist you more efficiently.