SHIPPING POLICY

Last Updated: June 21, 2026

Thank you for shopping with MYSTEREZ.

This Shipping Policy explains how orders placed directly through the MYSTEREZ website are processed, produced, shipped, and delivered.

MYSTEREZ is operated by MYSTEREZ INC, doing business as MYSTEREZ (“MYSTEREZ,” “we,” “us,” or “our”).

1. Made-to-Order Processing Time

Each MYSTEREZ item is made to order.

Orders typically require 9–11 business days to be produced, processed, and prepared for shipment.

The 9–11-business-day period begins after:

Your order has been successfully submitted;
Your payment has been authorized;
Any required order details have been received; and
You have received an order-confirmation email.

The 9–11-business-day processing period does not include carrier transit time after the order has shipped.

2. Meaning of Business Days

Business days are Monday through Friday, excluding:

Saturdays;
Sundays;
U.S. federal holidays;
Company-observed holidays; and
Days on which our production or fulfillment operations are closed.

Orders placed on a weekend or holiday will generally begin processing on the next business day.

3. Production and Processing Estimates

Because each item is made to order, the 9–11-business-day processing period is an estimate rather than a guaranteed completion date.

Processing may take longer during:

Product launches;
Sales and promotional events;
Holiday periods;
Periods of unusually high order volume;
Severe weather;
Supply or material shortages;
Production interruptions;
Quality-control reviews;
Address or payment verification;
Customization or special production requirements; or
Other circumstances outside our reasonable control.

We will make reasonable efforts to notify you if a significant delay affects your order.

4. Processing Time and Delivery Time

Processing time and shipping transit time are separate.

The estimated order timeline generally consists of:

Production and processing: approximately 9–11 business days; and
Carrier transit: the delivery time required by the selected shipping carrier after the order has shipped.

The carrier transit estimate displayed at checkout does not include the 9–11-business-day made-to-order processing period unless expressly stated otherwise.

For example, if a carrier estimates three business days for delivery, that estimate generally begins after the item has been produced, processed, and transferred to the carrier.

5. Shipping Rates and Methods

Available shipping methods and rates will be displayed during checkout based on factors such as:

The delivery address;
Package weight and dimensions;
The number of products ordered;
The selected shipping service;
The destination country or region; and
Current carrier rates.

You are responsible for reviewing the selected shipping method, estimated rate, and delivery information before completing your purchase.

Shipping options may vary by location and product.

6. Free-Shipping Promotions

MYSTEREZ may occasionally offer free or discounted shipping promotions.

Free-shipping offers may be subject to:

A minimum purchase amount;
Specific products or collections;
Particular shipping destinations;
A limited promotional period;
A specific shipping service; or
Other terms disclosed with the promotion.

Unless otherwise stated, free shipping applies only to the eligible shipping charge and does not include:

Expedited shipping;
Duties;
Import taxes;
Brokerage fees;
Address-correction fees;
Return shipping; or
Other carrier or government charges.

Free-shipping promotions cannot generally be applied to prior purchases.

7. Order Confirmation

After placing an order, you should receive an order-confirmation email at the email address provided during checkout.

The order-confirmation email confirms that we received your order. It does not necessarily mean that production has been completed or that the order has shipped.

Please review your confirmation carefully and contact us promptly if any information is incorrect.

If you do not receive an order confirmation, check your spam or junk folder before contacting us.

8. Shipment Confirmation and Tracking

When your order ships, we will generally send a shipment-confirmation email containing tracking information, where available.

Tracking information may require up to 48 hours after shipment to begin displaying carrier updates.

Once a package is transferred to the carrier, tracking events are generated and controlled by the carrier. MYSTEREZ cannot guarantee that carrier tracking information will always be accurate, complete, or updated in real time.

Contact team@mysterez.com if tracking has not updated for an extended period or appears to show a delivery problem.

9. Estimated Delivery Dates

All processing, shipping, and delivery dates are estimates unless MYSTEREZ expressly guarantees a date in writing.

We cannot guarantee that an order will arrive by:

A birthday;
Holiday;
Vacation;
Event;
Photoshoot;
Trip;
School date;
Competition; or
Any other specific deadline.

Customers should place orders with enough time to account for both:

The 9–11-business-day made-to-order processing period; and
Carrier transit or delivery delays.

MYSTEREZ is not responsible for missed events or deadlines caused by production or shipping delays, except where otherwise required by law.

10. Expedited Shipping

Selecting an expedited carrier service does not shorten the 9–11-business-day made-to-order production and processing period unless we expressly state otherwise.

Expedited shipping affects only the carrier’s estimated transit time after the order has been produced and shipped.

Paying for an expedited shipping service does not guarantee delivery by a particular date.

11. Shipping Destinations

We ship only to destinations available during checkout.

Shipping availability may vary based on:

Destination;
Product type;
Carrier restrictions;
Customs requirements;
Legal restrictions;
Fulfillment capabilities; or
Other operational considerations.

We reserve the right to decline or cancel an order that cannot lawfully or reasonably be shipped to the provided address.

If we cancel an order for this reason after payment has been collected, we will refund the applicable amount to the original payment method.

12. Shipping Addresses

You are responsible for providing a complete and accurate shipping address.

Before submitting an order, please verify:

Recipient name;
Street address;
Apartment, suite, or unit number;
City;
State, province, or region;
Postal or ZIP code;
Country;
Telephone number; and
Email address.

MYSTEREZ is not responsible for delays, failed deliveries, losses, or additional charges caused by an incorrect, incomplete, or outdated address provided by the customer.

13. Address Changes

Contact team@mysterez.com as soon as possible if you need to request an address change.

We cannot guarantee that an address can be changed after an order has been placed.

An address-change request is not effective until MYSTEREZ confirms the change in writing.

Once an order has entered production, fulfillment, or carrier possession, we may be unable to change the delivery address.

If a carrier allows an address correction or package redirect, the customer may be responsible for any related carrier fee.

For security reasons, we may require identity or order verification before approving an address change.

14. Multiple Products and Split Shipments

Products from the same order may occasionally be produced or shipped separately.

This may occur when:

Products have different production requirements;
Items are fulfilled from different facilities;
One product is completed before another;
Products require different packaging;
Carrier restrictions apply; or
Separate shipping improves fulfillment efficiency.

If an order is split into multiple shipments, you may receive more than one tracking number and packages may arrive on different dates.

You will not ordinarily be charged additional shipping solely because we divide an order into multiple shipments.

15. Domestic Shipping

Domestic shipping rates and available services are displayed during checkout.

Once a domestic order has been shipped, delivery time depends on the carrier and service selected.

Domestic carrier estimates may be affected by:

Weather;
Regional service disruptions;
Peak-season volume;
Incorrect address information;
Transportation interruptions;
Natural disasters;
Labor disruptions; or
Other conditions outside our control.

The 9–11-business-day made-to-order processing period applies before carrier transit begins.

16. International Shipping

International shipping rates and available services are displayed during checkout when international delivery is available.

International orders may experience additional delays because of:

Customs inspections;
Import processing;
Local delivery procedures;
Incomplete customs information;
Duties or taxes;
Carrier transfers;
Government restrictions;
International transportation delays; or
Events outside our control.

International delivery estimates are not guaranteed.

Customers are responsible for confirming that the products ordered may lawfully be imported into the destination country.

17. Customs Duties, Taxes, and Import Fees

International orders may be subject to:

Customs duties;
Import taxes;
Value-added taxes;
Brokerage fees;
Handling charges;
Customs-processing fees; or
Other government or carrier charges.

Unless checkout expressly states that these charges are included, they are the responsibility of the recipient.

MYSTEREZ does not control these charges and may not be able to estimate them before shipment.

Refusing to pay duties, taxes, or import fees does not necessarily entitle the customer to a full refund.

If an international package is refused, abandoned, destroyed, or returned because required charges were not paid, any refund may be reduced by:

Original shipping costs;
Return shipping costs;
Duties or taxes charged to MYSTEREZ;
Brokerage fees;
Carrier fees; and
Other reasonable costs associated with the failed delivery.

Any deduction will apply only where permitted by law.

18. Customs Delays

Customs authorities may hold, inspect, open, or delay international packages.

MYSTEREZ cannot control customs processing times and is not responsible for delays caused by customs or other government authorities.

We may provide available shipping documentation or reasonable assistance, but the customer remains responsible for complying with destination-country requirements.

19. Carrier Delays

Once an order has been transferred to a shipping carrier, delivery speed and tracking updates are largely controlled by that carrier.

Carrier delays may result from:

Severe weather;
Natural disasters;
High package volume;
Labor disputes;
Transportation interruptions;
Mechanical issues;
Customs delays;
Incorrect routing;
Government actions;
Security incidents; or
Other circumstances outside our reasonable control.

MYSTEREZ will provide reasonable assistance when a carrier delay occurs, but we cannot guarantee a carrier’s performance or delivery date.

20. Lost Packages

Contact team@mysterez.com if tracking indicates that a package may be lost or has not moved for an extended period.

We may ask you to:

Confirm the shipping address;
Wait for the carrier’s required investigation period;
Contact the carrier;
Complete a lost-package statement;
Provide identification;
Submit other reasonable documentation; or
Cooperate with a carrier claim.

A replacement or refund will be considered after reviewing:

Tracking information;
Carrier findings;
Delivery confirmation;
The shipping address provided;
Applicable shipping protection;
The circumstances of the loss; and
Applicable law.

Do not submit multiple claims for the same shipment or provide false information about a package.

21. Packages Marked Delivered

If tracking shows that a package was delivered but you cannot locate it, please:

Confirm the shipping address on your order;
Check around the delivery location;
Check entrances, porches, mailrooms, parcel lockers, and secure areas;
Ask household members, neighbors, building staff, or reception personnel;
Allow a reasonable amount of time in case the carrier marked the package delivered early; and
Contact the shipping carrier.

MYSTEREZ is not automatically responsible for theft, loss, or misplacement after a carrier confirms delivery to the address provided by the customer.

However, we will review the circumstances and provide reasonable assistance.

We may require a carrier claim, police report, identity verification, or other documentation before considering a replacement or refund.

22. Damaged Packages

Please inspect your package promptly after delivery.

If your order arrives damaged, contact team@mysterez.com as soon as possible and provide:

Your full name;
Your order number;
A description of the damage;
Clear photographs of the product;
Photographs of the outer packaging;
Photographs of any internal packaging; and
A photograph of the shipping label.

Keep the damaged product and all packaging until we have completed our review and provided instructions.

Damage claims are handled according to our Refund Policy and any applicable carrier requirements.

23. Incorrect or Missing Products

Contact team@mysterez.com promptly if:

You received the wrong product;
You received the wrong size or color;
A product is missing;
You received another customer’s order; or
Your shipment has another fulfillment error.

Include your order number and clear photographs of the products, packaging, packing slip, and shipping label where applicable.

We will review the issue and provide an appropriate remedy under our Refund Policy and applicable law.

24. Undeliverable and Returned Packages

A package may be returned to us because of:

An incorrect or incomplete address;
An unclaimed package;
A refused delivery;
Failed delivery attempts;
An unavailable recipient;
An unpaid customs charge;
An import restriction;
A carrier error; or
Another delivery issue.

If a package is returned to us, we will contact you when reasonably possible.

You may be responsible for:

Reshipment costs;
Return-to-sender charges;
Address-correction fees;
Customs charges;
Carrier fees; and
Other reasonable costs associated with the failed delivery.

If you request a refund instead of reshipment, the refund may be reduced by nonrefundable shipping and return costs where permitted by law.

25. Refused Shipments

Refusing delivery does not automatically cancel an order or guarantee a full refund.

A refused package may be treated as an unauthorized return.

Customers should contact team@mysterez.com before refusing a package so we can provide appropriate instructions.

Refunds for refused shipments may be reduced by:

Original shipping costs;
Return shipping costs;
Carrier charges;
Duties;
Taxes;
Brokerage fees; and
Other costs incurred because of the refusal.

Any deduction will apply only where permitted by law.

26. Order Changes and Cancellations

Because each item is made to order, production may begin soon after an order is confirmed.

Contact team@mysterez.com as soon as possible if you need to request:

An order cancellation;
A size or color change;
A product change; or
A shipping-address change.

We cannot guarantee that an order can be changed or canceled after it has been placed.

A cancellation or change is not effective until MYSTEREZ confirms it in writing.

Once production has begun, the order may no longer be eligible for cancellation or modification.

Returns after delivery are governed by our Refund Policy.

27. Orders Containing Customized Products

Customized, personalized, or specially modified products may require additional processing time.

Any additional production estimate will generally be displayed on the product page, during checkout, or communicated to you after purchase.

Customized or personalized items may also be subject to additional cancellation and return restrictions described in our Refund Policy.

28. Shipping Protection and Carrier Insurance

Shipping protection or carrier insurance may be available for certain orders or shipping methods.

When offered, the applicable terms, exclusions, and claims process may be provided by a third party.

Purchasing shipping protection does not eliminate the requirement to:

Provide an accurate shipping address;
Cooperate with an investigation;
Submit required documentation; or
Report a problem within the applicable claim period.

Third-party shipping-protection services may make independent decisions concerning claims.

29. Fraud Prevention and Verification

To protect customers and prevent fraud, we may delay shipment while verifying:

Payment information;
Billing and shipping addresses;
Customer identity;
Order details;
Unusually large purchases;
High-risk transactions; or
Other suspicious activity.

We may contact you for additional information.

Failure to provide requested verification may result in a delayed or canceled order.

If an order is canceled after payment has been collected, we will refund the applicable amount to the original payment method.

30. Force Majeure

MYSTEREZ is not responsible for shipping or production delays caused by circumstances beyond our reasonable control, including:

Severe weather;
Natural disasters;
Fire;
Flood;
War;
Terrorism;
Civil unrest;
Public-health emergencies;
Government action;
Embargoes;
Labor disputes;
Transportation interruptions;
Carrier disruptions;
Utility failures;
Internet outages;
Cyberattacks;
Supplier failures;
Material shortages;
Manufacturing interruptions; or
Other similar events.

We will make reasonable efforts to resume production and shipping as soon as practical.

31. Third-Party Purchases

This Shipping Policy applies only to purchases made directly through a sales channel operated by MYSTEREZ.

Products purchased from a third-party retailer, reseller, marketplace, or other unaffiliated seller are subject to that seller’s shipping policies.

Contact the original seller for assistance with a third-party order.

32. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes in:

Our made-to-order production process;
Shipping carriers;
Shipping destinations;
Fulfillment procedures;
Carrier rates;
Business operations; or
Applicable legal requirements.

When we update the policy, we will post the revised version on our website and change the “Last Updated” date.

The policy in effect when an order was placed will generally govern that order, unless a change is required by law or is more favorable to the customer.