Shipping & Returns

We are a large-scale global supermarket offering curated shopping services. Every product we sell is the latest, most sought-after item with outstanding reviews from countries around the world. We are also your go-to store for essential items you need right now. I'm confident you'll love shopping with us and remember us fondly!

SHIPPING UNAVAILABLE COUNTRIES & REGIONS

* Because our warehouses and factories are located in the United States, Europe, China, and Vietnam, the shipping time is relatively long. we do not provide express shipping service for Japan Malaysia Thailand New Zealand Singapore South Korea Taiwan Macau Hong Kong and other countries for the time being.

*Due to the high shipping cost and long shipping time, we do not provide retail and wholesale service for the following countries and regions at the moment. Sorry for the inconvenience caused.

Countries and regions (Sort alphabetically):

Africa, Antarctica, Bouvet Island, Ecuador, Falkland Islands, French Southern Territory, Nicaragua, Peru, Saudi Arabia, South Georgia and South Sandwich Islands.

FAQS:

1. About Delivery Time:

The time frame of order delivery is divided into two parts: Total time = Processing time + Shipping time.

Processing time: 1-3 business days (Due to some force majeure, such as out of stock items or package disinfection, it may take more time for delivery these days)

Shipping time: You can check the estimated shipping time in the chart above.

We use outside delivery companies (UPS, FedEx, DHL and GOFO). The speed of shipping depends on how much time they need to deal with the packages, we cannot guarantee the exact delivery time as well.

*Shipping Time does not include a 1-3 business day processing period required to process your order from the date your order is placed.

2. About Tracking Number:

Once the package is sent, we will send you a shipment notification e-mail. You can track your order with the tracking information provided in the e-mail or by logging in to your account on musthavestroe.com

3. About Taxes:

For most countries, our customers do not need to pay import fees, customs duties or VAT (valuable additional taxes). However, We never charge users customs clearance fees.

We are excited to offer international shipping for most destinations of the world.

4. About Shipping Addresses:

Please make sure and double check that you input your correct address and contact information before placing the order. Leave fields blank if they don't apply to your shipping or billing address. And input your information in the appropriate fields.

*Do not use the nickname or the package may be returned to send for not matching the recipient.

5. About Changing Shipping Addresses:

Please contact us in time to check the status of your order if you need to change the order information. Because shipping addresses cannot be changed once the package is sent. You need to contact local delivery carrier to change to your new address once the package has been sent out.

6. About Shipping Fees on Wholesale:

Due to the relatively high logistics costs required for wholesale, this part of the cost needs to be borne by the buyer. However, if we cooperate for a long time, we will make some reductions or exemptions for this part of the fee according to the actual situation.

7. About The Package Delivery:

Please note that once the package leaves the Customs of the origin, the shipping responsibility will be handed over to the carrier. If the package is lost during this period, please contact the carrier for your inquiry and claim.

Notes:

1) We can ship your order, so please believe that it can reach you no matter how far it travels! For more information on international shipping, please contact us at service@musthavestroe.com.

2) We will make every effort to deliver your package ASAP. However, additional time may be required due to invalid addresses and Germany Mexico Brazil custom clearance issues.

3) If the package does not arrive within 30 days after you placed your order, please contact our Customer Service and we will reply as soon as possible.

*If you have any question that not mentioned above, please contact our Customer Service at service@musthavestroe.com.

Return Policy

Thank you for shopping at musthavestroe.com. We strive to provide our customers with the highest quality products to ensure maximum satisfaction. If you are not completely satisfied with your purchase, we apologize for any inconvenience caused. We accept exchange or refund requests for unused items in their original condition and packaging within 15 days of delivery. Details for refund requests are as follows.
Returns and Exchanges:
1. As these items are procured/custom-made, we do not accept returns without cause. We only process claims for quality issues. If a quality issue arises, please record a video and email it to us. We will respond to your inquiry and resolve the issue within 24 hours. Quality issues include: damage or deterioration.
2. If dissatisfaction arises from incorrect sizing, material, composition, or other details, we offer partial compensation for that specific item only. Should you insist on a return/refund, as this is a custom item, you must cover return shipping costs and ensure the garment is clean and neatly packaged upon return to our warehouse. After inspection and confirmation, we will issue a full refund.
3. As a global supermarket buyer and proxy shopping seller, we occasionally encounter isolated package issues during sales, production, or shipping. In such cases, we kindly ask for your understanding and patience. Thank you for trusting our store. We offer new-item coupons to buyers demonstrating high integrity and tolerance. For buyers who act maliciously, are excessively picky, initiate disputes without email communication, or act impulsively, we typically process their requests slowly. In severe cases, we may blacklist their bank cards.
Return Process
When returning any item from your order, please first email our customer service at service@musthavestroe.com to specify the item(s) you wish to return and the reason.
Our customer service team will respond within 1-2 business days with a resolution and return instructions. After receiving our return guidelines, please repackage the items in their original packaging.
Drop off the package at your local post office. Once you obtain a tracking number, send it to our customer service email to help us identify the order. Otherwise, we cannot process the return.

If your return request is approved, most returns will be processed within 5 business days after we receive your package. We will issue the refund to your original payment method. Once the refund is processed, you will receive a confirmation email.
Please note that due to varying processing times by financial institutions, it may take 5–10 business days for the refund to appear in your bank account. Return Conditions.
If the return is due to consumer reasons, the consumer is responsible for shipping costs based on your chosen carrier. If the return is due to our fault (e.g., damaged or incorrect items received), the consumer will not be charged for return shipping.
Returned items must be unused and in their original packaging. We do not accept returns of worn, damaged, washed, or altered items.
Items marked as non-returnable cannot be returned.
We do not accept returns without a proper return request. We do not provide freight-to-collect (FTC) service for packages returned to us. Return shipping costs are your responsibility.
Please note: Products deemed unsuitable due to incorrect size selection or failure to contact us for information changes before shipment cannot be considered product quality issues; responsibility lies with the customer.
Please note that responsibility lies with the customer for lost or returned packages resulting from incomplete or incorrect information at the time of order placement, and failure to contact us before shipment. Please note that once a package leaves the customs office at the point of origin, shipping responsibility transfers to the carrier. If a package is lost during this period, please contact the carrier for inquiries and claims.
Please double-check all details before mailing returns. We are not responsible for returns of non-game style changers.
Refunds cannot be issued for packages already shipped or in transit. If the product itself has quality issues, please contact our customer service within 24 hours. After verifying your order information and the product damage, we will send you a new product free of charge.
Note:
* Custom or personalized items have a 15-day return policy.
* Returns/exchanges are not accepted for non-quality issues. (Quality issues include: damage, incorrect product, etc.)
Return Address
请通过service@musthavestroe.com Contact our customer service.
You will receive a reply with the return shipping address within 1-2 business days.
Note: Do not return items to the address printed on the package. That is not our return address and will delay processing.
Order Cancellation
If you cancel your order within 24 hours of purchase, we will issue a full refund. To cancel, submit a support ticket via “Contact Us.” Orders canceled after 24 hours but before shipment incur a 15% cancellation fee. We cannot accept cancellations after an order has shipped.