Frequently Asked Questions
FAQ
Welcome to Muhan Living! We are a design brand from Taiwan, dedicated to providing unique custom-made products. Here are the most frequently asked questions from our customers:
📦 Orders & Shipping
Q: When will my order arrive?
A: Our products are made using print-on-demand technology, meaning each item is created after you place your order. Production takes approximately 2-7 business days, plus 3-7 business days for shipping within the US. Total estimated delivery time is 6-16 business days after ordering. During promotional periods, it may take longer.
Q: Why does it take so long to produce?
A: We partner with professional printing services, and each item is made to order after you place it. This ensures quality and reduces inventory waste. This approach allows us to offer more diverse design options!
Q: Can I track my order?
A: Absolutely! Once your item ships, we'll send a tracking number to your email. You can use this number to check delivery progress, or view shipping status in your account order page.
Q: How is shipping calculated?
A: Shipping costs are automatically calculated and displayed at checkout based on your delivery address. We strive to provide reasonable shipping rates.
Q: Which regions do you ship to?
A: We currently serve customers in the contiguous 48 US states.
Q: If I order multiple items, will they arrive together?
A: Different items may ship from different warehouses, so you may receive multiple packages, each with its own tracking number.
💳 Payment Methods
Q: What payment methods do you accept?
A: We currently accept PayPal. PayPal supports credit cards, debit cards, and PayPal account balances - safe and convenient.
Q: Can I purchase without a PayPal account?
A: Yes! Even without a PayPal account, you can select "Pay with credit or debit card" at checkout and complete payment through PayPal's secure system without registering.
Q: Is payment secure?
A: Absolutely! All transactions are processed through PayPal's encrypted system. We do not store your credit card information.
Q: When will I be charged?
A: Payment is processed immediately through PayPal when you place your order. We only begin production after payment confirmation.
✏️ Order Modifications & Cancellations
Q: I made a mistake on my order. Can I modify or cancel it?
A: Since our products are custom-made, once an order is submitted and production begins, it cannot be modified or canceled. If you need changes, please contact us immediately after ordering (ideally within 1 hour), and we'll do our best to assist.
Q: How do I contact customer service to modify my order?
A: Please contact us immediately via email with your order number and the changes you need.
🔄 Returns & Refunds
Q: Can I return items?
A: Since our products are custom-designed and made to order, we generally do not accept returns due to personal preference, wrong size selection, or change of mind. However, if the product is defective or we sent the wrong item, we will provide return or exchange service.
Q: What situations qualify for returns?
A: We accept returns or exchanges in the following cases:
• Product has manufacturing defects or damage
• Wrong item received (doesn't match order)
• Product damaged during shipping
Q: What is the return process?
A: Please follow these steps to request a return:
Step 1: Notify Us (within 7 days of receiving item)
• Contact us via email
• Provide the following information:
Order number
Clear photos of the problem item (multiple angles)
Detailed description of the issue
Step 2: Wait for Review (within 24-48 hours)
• Our customer service team will review your request
• Once approved, we'll offer the following options:
Exchange: Free remake and shipment of new item
Refund: Full refund to your PayPal account
• We'll provide return authorization and return address
Step 3: Ship Back the Item
• Pack the item securely (original packaging recommended)
• Ship to the return address we provide
• Keep your shipping receipt and tracking number
• Send us the tracking number
Step 4: Confirm Receipt
• We'll inspect the returned item upon receipt
• Verify the item condition meets return criteria
Step 5: Process Refund or Exchange
• Refund: Refund to your PayPal account within 5-7 business days
• Exchange: Immediately arrange production of new item and ship
Q: How long does a refund take?
A: Once return is approved:
• We receive and inspect returned item: 1-2 business days
• Process refund to PayPal: 5-7 business days
• PayPal refund to your account: Usually immediate
• Total approximately 7-10 business days
Q: Who pays for return shipping?
A:
• Product defect or our error: We cover all shipping costs and will provide a prepaid shipping label or reimburse your shipping costs
• Personal reasons (don't like it, wrong size, etc.): Returns not accepted
Q: What is the return address?
A: Since our products ship from US warehouses, the return address is also in the US. The specific address will be provided once your return request is approved. Please do not ship items back without authorization.
Q: What if I discover a problem after 7 days?
A: Please contact us as soon as possible to explain the situation. While our standard policy is 7-day notification, we'll evaluate on a case-by-case basis and do our best to provide a reasonable solution.
Q: How long does an exchange take?
A: The exchange process includes:
• Return shipping time: 3-7 days
• Our receipt and inspection: 1-2 days
• Remake item: 2-7 days
• Ship new item: 3-7 days
• Total approximately 9-23 days
Q: Can I return only some items?
A: Yes! If you ordered multiple items and only some have issues, you can return just the problematic items. Please specify clearly when requesting.
Q: Can I exchange for a different item or size after returning?
A: If returning due to product defect, we can only exchange for the same item. If you want a different item or size, we recommend choosing a refund and placing a new order.
Q: What if my return package is lost in transit?
A: This is why we recommend keeping your shipping receipt and tracking number. If the package is lost, please provide tracking information and we'll help resolve the issue.
Q: Can sale or promotional items be returned?
A: Sale or promotional items follow the same return policy - returns are only accepted if the product is defective or we sent the wrong item.
❌ Non-Returnable Situations
We cannot accept returns in the following cases:
• Beyond 7-day notification period (except special circumstances)
• Personal preference, wrong size selection, or change of mind
• Item has been used, washed, or damaged by customer
• Items shipped back without authorization
• Product tags or packaging damaged (except defective items)
💡 Return Tips
✅ Inspect items immediately upon receipt; contact us quickly if there are issues
✅ Take clear photos showing the problem area to expedite review
✅ Keep all packaging materials for potential returns
✅ Obtain return authorization before shipping back to avoid rejection
✅ Use trackable shipping method to protect both parties
👕 Product Information
Q: What is the product quality like?
A: We partner with professional printing partner Printful, using high-quality materials and advanced printing technology to ensure every item meets high standards.
Q: How do I choose the correct size?
A: Each product page has a detailed size chart - please refer carefully. Since these are custom items, please confirm size before ordering to avoid inability to exchange.
Q: Can items be washed? How should I care for them?
A: Yes! We recommend cold water hand wash or machine wash (inside out), avoid bleach, tumble dry low or air dry. Detailed care instructions come with the item.
Q: Will colors match the photos?
A: We strive to ensure photo accuracy, but due to screen display differences, actual product colors may vary slightly.
🌍 About Us
Q: Where is your brand from?
A: We are a design brand from Taiwan, focused on creating unique designs. To provide faster service to US customers, we partner with professional printing partners in the US for local production and shipping.
Q: Why choose print-on-demand?
A: Print-on-demand allows us to offer more diverse design options while reducing inventory waste - better for the environment. Every item is specially made for you!
💰 Shipping & Discounts
Q: Do you offer free shipping?
A： Shipping costs are calculated at checkout based on your delivery address. We occasionally offer free shipping promotions - subscribe to our newsletter or follow us on social media to stay updated on special offers.
Q: Do you ship internationally?
A： Currently, we primarily serve customers in the contiguous 48 US states. We focus on the US market to ensure fast production and delivery times for our print-on-demand products.
Q: Do you offer express shipping?
A： Our products are made-to-order and require 2-7 business days for production. Standard shipping within the US takes 3-7 business days. Unfortunately, we don't currently offer express shipping due to the custom production process required for each item.
Q: How can I contact customer service?
A： You can reach us via email at [your email address] or through our live chat feature on the website. Our service hours are Monday-Friday, 10:00-18:00 Taipei time (9:00 PM - 3:00 AM US Eastern time). We typically respond within 24-48 hours.
Q: Do you have active discount codes or promotions?
A： We periodically offer promotions and discount codes. Subscribe to our email newsletter or check our homepage for current offers. Follow us on social media to be the first to know about special deals and seasonal sales.
Q: Do you offer bulk or wholesale orders?
A： Our products are made-to-order individually, which makes bulk wholesale pricing challenging. However, if you're interested in ordering multiple items, please contact us at [your email address] to discuss your needs and we'll do our best to accommodate you.
📞 Contact Us
Q: How do I contact customer service?
A: You can reach us through:
• Email:rogeryeh58@gmail.com
Q: How long until I receive a response?
A: We typically respond within 24-48 hours. Due to time zone differences, messages sent during US daytime may receive responses the next day. Thank you for your understanding.
Q: What if I have other questions?
A: Feel free to contact us anytime via email, we're happy to answer any questions!
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💡 Friendly Reminders
• Please carefully confirm product style, size, and shipping address before ordering
• Custom items cannot be modified or canceled - please order carefully
• Save your order confirmation email and tracking number
• If you have any questions, please contact us early
Thank you for choosing Muhan Living - we look forward to bringing you a unique design experience! ❤️