Frequently Asked Questions
- HOW CAN I KNOW WHAT SIZE TO ORDER?
- 2. HOW CAN I CHECK THE STATUS OF MY ORDER?
- 3. CAN I CHANGE ORCANCEL MY ORDER AFTER IT HAS BEEN PROCESSED?
- 4. HOW CAN I CONTACT CUSTOMER SERVICE?
- 5. WHAT ARE CUSTOMER SERVICE HOURS?
- 6. DO YOU DELIVER ON HOLIDAYS AND WEEKENDS?
- 7. HOW DO NATIONAL SHIPPING WORKS IN MEXICO & USA?
- 8. WHAT SHOULD I KNOW ABOUT INTERNATIONAL SHIPPING?
- 9. HOW MUCH DOES INTERNATIONAL SHIPPING COST?
- 10. HOW LONG DOES INTERNATIONAL SHIPPING TAKE?
- 11. HOW DO CUSTOMS DUTIES AND FEES AFFECT MY INTERNATIONAL ORDER?
- 12. HOW DO I REQUEST AN EXCHANGE?
- 13. CAN I REQUEST A REFUND?
- 14. DO YOU OFFER ANY WARRANTY?
You can consult our size guide by clicking here.
Upon completing your purchase, you will receive a confirmation email. Once your order is shipped, we will send you a tracking number that allows you to track the delivery directly with the courier service. If you do not receive the tracking number, you can contact us at hello@mousant.com
Once your order is confirmed, it is not possible to make changes before delivery.
Our customer service team is available Monday to Friday from 9 a.m. to 6 p.m. to answer any questions or concerns you may have about our products or your order. If you have any inquiries outside of our service hours, rest assured that our team will promptly respond to address your concerns.
We generally do not make deliveries on official holidays or weekends. For example, in Mexico, we do not operate on holidays such as January 1st, September 16th, December 25th, and May 1st (Labor Day). This pattern is similar in other countries, aligning with specific local holidays. For instance, in Europe and Latin America, holiday schedules vary by country.
National & USA shipments are confirmed during the checkout process. You will receive a confirmation email with your order details and tracking information once your order has been shipped. National deliveries typically take 3-5 business days following the order placement.
For international shipments, customers should expect a response within 24-48 hours from Mousant to confirm the total cost of international shipping. At that point, customers must confirm their purchase by making the payment as per the instructions provided by Mousant. The shipping guide will be sent to your email for tracking purposes.
The cost of international shipping varies depending on the destination country and package weight. We will provide you with a quotation within 24-48 hours.
International shipments can take between 7-21 business days, depending on the destination country and customs procedures.
Customers are responsible for any tariffs, taxes, or customs fees imposed by their country. We recommend consulting with your local customs office for specific details.
If you are within the first 7 days after your purchase and the product is in good condition as received from Mousant, please PLEASE CONTACT OUR CUSTOMER CARE TEAM AT HOLA@MOUSANT.COM NOTE THAT ITEMS SENT BACK TO US WITHOUT FIRST REQUESTING AN EXCHANGE WILL NOT BE ACCEPTED.
Mousant does not issue refunds, but we do offer exchanges for size, color, model, or due to a quality defect. We only process return in the form of credits that can be used as a payment method for a future purchase. Please refer to our exchange and return policies.
All our products come with a quality warranty. If you encounter any manufacturing defects, please refer to our exchange and return policies.