FAQS

How to search products?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

How i can Track My Orders?

You will receive an email with a tracking number once your order is shipped you can login to your account and track your order but sometimes due to free shipping tracking is not available. For logistical reasons, items in the same purchase may be sent in separate packages even if you’ve specified combined shipping.

Custom Fees?

We are not responsible for any customs fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get customs fees when they arrive at your country.

Order cancellation?

All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 2 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds?

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

  • you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
  • you receive the wrong item
  • you do not want the product you have received (but you must return the item at your expense and the item must be unused)

We do not issue the refund if:

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.

What if the product is lost in the mail?

If your package is lost in transit, no worries! We will re-send it at no cost to you. However, if the tracking information for the package states that it has been delivered, Muqly.com unfortunately would not take responsibility.