FAQs

We will accept the return ( quality problem) of unworn, unwashed items made within 14 days of the purchase date.
Conditions apply:
1. Original shipping costs (and duties, if applicable) are non-refundable.
2. Exchanges for a different size in the same style are free (as long as the product is in stock).
3. Refunds can be issued for store credit or to the original form of payment. Refunds will be issued 3 days after your return has been delivered.
4. Orders placed with store credit can only be refunded in-store credit.
5. If your item is damaged, please email service@mugrs.com
6. Any items purchased on sale are final sale with no returns or exchanges accepted.

Of course, we are able to offer exchanges for a size that is sold out. But we do not guarantee that every product will be restocked.

Different forms of payments have different proceding times!
Most refunds should be received within 1-3 business days.
If you haven't received a refund within 5 business days, please email service@mugrs.com and we'd be happy to look into this for you.

We can only accept returns of products that were purchased on our website. If you purchased your tentree product from a store, then you'll need to arrange your return with that retailer.
If you have any other questions, please email service@mugrs.com and we'd be happy to help you!

We do not offer return shipping labels for international orders at this time. However, we would be happy to assist with a return for refund using your own label!
Please email us at service@mugrs.com and our Customer Service Team would be happy to provide a return address!
Please note that all original shipping costs are non-refundable.

Our estimated shipping and delivery timeframes are below: Standard shipping - ship within 1-3 days, and once shipped it will be delivered within approximately 10 -12 business days.Due to COVID-19 or busy periods like the holidays or special promotions, there may be additional delays due to the high volume of orders.

If you select standard shipping, your order is estimated to arrive within 10 -12 business days.
Due to COVID-19 or busy periods like the holidays or special promotions, there may be additional delays due to the high volume of orders.

We will do! You will have the option to select express shipping at checkout at an additional cost in the future.

Sometimes it can take up to 72 hours for tracking updates to appear after an order has shipped. You can track in this page: track-your-order If 72 hours have passed and you still do not see tracking updates, it's possible our system assigned the incorrect carrier link to your tracking number.Please email service@mugrs.com and we can provide you with the correct tracking info!

First method, Please reach out to us at service@mugrs.com if your order has been marked as delivered but you have not received it. 
Second method, you can immediately contact the post office in the location.
Please note that in some cases, parcels can get marked as delivered on the tracking but still take a couple of days to physically arrive!

Unfortunately, we cannot reroute orders that have been marked as 'Returned to Sender'. 
Orders can be returned to us by the carrier for several reasons including issues with the address provided or if the item was not claimed for several business days after being made available for customer pick-up. 
Please note this some cases: address of consumer; email, phone number. Please ensure the information corectly when you checkout this order.
Please note that if shipping was paid on the order, this cost is not eligible for a refund.

We are so sorry you received a damaged item! Our Customer Care team would be happy to assist you with a solution within 14 days of purchase. The item must be unworn, with the hang tags attached.
 
Please email us at service@mugrs.com with the following information: 

1. A photo of the damage
2. A photo of the front of the item for identification
3. A photo of the tag for sizing
4. Your order number

For security purposes, we're able to change the address on an order entirely If your order has not yet shipped.If your order has shipped and you want to completely change the shipping address, we may be able to cancel your order and you can place a new order with the correct address.
Please service@mugrs.com contact our Customer Care team at  for assistance.

Of course, you can cancel your order if the order hasn't shipped yet.

Of course, we’re able to make adjustments to the products, sizes, colours, or quantities if the order hasn't shipped yet. 
If you want to change, please contact us at service@mugrs.com within 24 hour.

We're sorry to hear you didn't receive a confirmation email for your order!
Sometimes these emails can end up in your spam folder or junk inbox, so it's possible that's what occurred with your confirmation.
Please check in those locations and if you're still not able to find your email, please contact service@mugrs.com and we'll be happy to assist you further!

We're sorry to hear that you didn't receive your full order!
There can sometimes be an inventory discrepancy that causes orders to short-ship. We do our best to reach out to customers to inform them of this as soon as we're aware.
If you've received a partial order and haven't yet been contacted service@mugrs.com by us, please reach out to us at  and we'll be happy to help!

If your discount code isn't working, please double check that it hasn't expired and meets all of the conditions of the code! If you have any questions, please email  service@mugrs.com and we'd be happy to look into it for you!
Please note - our discount codes are valid during site-wide sales.