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Shipping & Returns
"Hello Mutt was formerly Mutt Cosmetics and may be referred to as such in the below agreement. Hello Mutt / Mutt Cosmetics is hereby known as the same entity for these shipping & returns terms and conditions"
Before placing an order on our website, please review our Shipping, returns and refund information.
At Mutt, we utilize the USPS First Class (3-5 day), Priority (1-3 day) shipping and UPS Ground (1-5 day). International: First Class International, Or Priority International. We charge by the weight of the products you ordered. You should receive your order within 3-7 business days after shipping, excluding weekends and holidays. All products are handmade, so please allow 2-3 days for processing. We will notify you if it may take a little longer on your order confirmation and/or via email. We strive to get you your products ASAP!
IMPORTANT: International Customers Please Note: Mutt is not responsible for VAT taxes fees, or other taxes/tariffs due to International shipping. The customer may have to pay a fee at their local post offices/stations to receive their packages. Mutt Cosmetics does not pay and cannot calculate this cost prior to shipping.
Lost Package Policy
While it is very rare that the USPS/UPS loses mail, it does happen sometimes. In this instance, please email us to notify us of the lost package with your order number. We will then initiate a Claim with the USPS/UPS to investigate where your package has gone. This process can take up to 90 days. Once the USPS/UPS confirms what has happened and that it has been lost, we will issue a refund or replacement items. We will try our best to make this process quick and easy.
Stolen Package Policy
If you think your package has been stolen, please contact your local post office immediately. You will have to file a Mail Theft report online if they cannot help you there. Please also contact us with your order number so we can also follow up with the USPS regarding your package status and the stolen merchandise. Reports may be filed at: https://www.uspis.gov/report/
for UPS reports, please visit UPS.COM
Undeliverable Package Policy
In the event USPS/UPS cannot deliver to the address provided at the time of checkout, we are here to help. First, please email us immediately at email@example.com with our order number. We offer two options in this case: (1) we can process a refund (minus shipping costs paid at checkout) 3-5 business days after we receive the unopened item(s) or (2) we can send a replacement of your order at no additional cost.
Important info regarding replacements: If the order is valued at or above $35, we must receive the items In order to process a replacement. This will happen within 1 business day after receiving the items. If the order is valued below $35, we may elect to send you a replacement prior to receiving the item(s).
Return & Exchange Policy
IMPORTANT: For Sanitary reasons, we do not accept returns on items that have been opened or used.
If you would like to make a return on an unopened/unused item that you received, and simply do not like please contact us by emailing: firstname.lastname@example.org . Please include your order number for reference!
Customer is responsible for return shipping. We do not refund initial shipping charges that were paid at the time of purchase. Refunds are issued for unused and unopened products only.
Please check this page as Hello Mutt LLC may revise this at any time. Last update was 2/28/22.