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Shipping Policy

Order Processing Time

All Mhouto products are made-to-order to ensure premium quality and reduce waste.

  • Production time: 3-7 business days
  • Shipping time: 5-14 business days (varies by destination)
  • Total delivery time: 8-21 business days from order placement

You will receive a tracking number via email once your order ships.

Shipping Costs

Shipping costs are calculated at checkout based on your location and selected shipping method.

International Shipping

We ship worldwide. International orders may be subject to customs duties and import taxes (customer's responsibility), longer delivery times due to customs processing, and additional documentation requirements.

A recipient's phone number is required for all international deliveries to ensure smooth delivery.

Shipping Address Requirements

All destinations:

  • Shipping addresses must be in Latin characters only
  • Address Line 1: Maximum 35 characters
  • Address Line 2: Maximum 30 characters
  • It is your responsibility to provide an accurate shipping address

Shipping to or within Germany:

For successful home delivery, you must provide:

  • Full name (first and last name, matching the name on your apartment building)
  • Street address and house number
  • Apartment number (if applicable)
  • Zip code and city

Important: If you fail to provide complete information (e.g., omitting your last name), the carrier may be unable to identify your apartment, and the shipment will be returned without further delivery attempts.

For business addresses: The business name must be clearly indicated on the doorbell.

Packstation/Parcel Locker delivery (Germany only):

  • You must activate your Deutsche Post/DHL account for Packstation delivery
  • Include your postal number in Address Line 1
  • Format: "Packstation [number], [your postal number]"
  • Failure to follow this format will result in package return

PO Box delivery:

  • Only recommended for United States addresses
  • Not supported for other countries (delivery at customer's own risk)
  • Maximum package dimensions: 12" x 22.5"

Tracking Your Order

Once your order ships, you will receive a tracking number via email with automatic updates as your package moves and an estimated delivery date.

Lost or Delayed Shipments

If your order has not arrived within the expected timeframe:

  • Check your tracking information first
  • Contact us at info@mhouto.com  if tracking shows no movement for 7+ days
  • We will investigate with our shipping partners
  • Please allow 21-45 days for carrier investigations

Customs and Duties

For orders shipped internationally:

  • Customs duties, taxes, and fees are the customer's responsibility
  • These charges are determined by your country's customs authority
  • Mhouto has no control over these charges and cannot predict their amount
  • Refusal to pay customs fees may result in package return (no refund issued)

Contact Us

For shipping inquiries, contact us at info@mhouto.com. Response time: Within 24-48 hours.