1. Shipping cost
Site wide Free Shipping in USA.
2. Delivery Time
Delivery Time=Processing Time+Shipping Time
Shipping time: 6-12 business days
Processing Time: 3-10 business days
Note: During peak seasons and promotional sales, delivery might take a little longer.（Additionally, choose Expedited Air for an additional $7 shipping fee）
3. Where does Mookesmax deliver?
U.S: We ship orders to all 50 U.S. states (and Washington D.C.) Monday – Friday, except public holidays. Please note that we do not ship to APO/FPO/DPO addresses.
4. How can i track my order?
Our delivery time starts from the moment an order is accepted and includes a 24-hour period where your items will be processed and dispatched on business days. Please note: this can take longer during promotional sales.
As soon as your order is packed we will send you a shipment confirmation email with the delivery information and a link to track your order online. Please note, that it can take some days before the tracking information is available.
5. What should I do if the delivery is delayed/What if my package is lost
Our parcels are delivered by logistics companies, which can track the logistics status in real time, but if the delay/loss is caused by irresistible reasons, we are also deeply sorry, we can do the following:
A, Maintain communication with the our service
The last thing we want to see is that your package has been delayed. Make sure we know the status of the package. We will keep in touch with you at any time and let you know the status of the package. And explain the situation to you.
B. Track your goods in real time
When you notice a delay at any time during the shipment process, you can take some form of action: send a replacement package in a faster way. Or, if there is a delay and you are anxious to get the package, you can contact us, and we may re-issue the package using other shipping methods according to the situation.
6. About cancel your order
You can cancel your order, we accept order cancellations before product processing. If the order is canceled by that time, you will get a full refund.But If the product has already been shipped out, we will unfortunately be unable to cancel the order. Thank you for your understand!
Note: You will be notified by email once the order has been sent. So it is can not to cancel the order after the goods have been shipped. If you insist that you do not want your package, you can contact us to return it after you receive it. Thank you for your understand!
If you have any question,You can contact us directly:
Support@mookesmax.com (Global Sales Director)
7. Cancellation
If you want to cancel the order, please contact our customer service within 6 hours after placing the order and before the goods are shipped. We cannot cancel the order while the package is in transit. Thank you for your understanding.
8. Return & Exchange Conditions
• Returned within 14 days of receipt
• All items in original packaging with all parts and components
•All items in new condition with no damage.
•Return/Exchange shipments must be made using the same service as the original delivery.
•We can only accept returns/exchanges from the country to which an order was originally shipped, for example, orders delivered to the US must be returned from the US
Return address:Please contact our email for a return address
Support@carvebone.com (Global Sales Director)
Kindly note:
We can accept your return, but not free for any reason. If there is something wrong with the quality of our products, we sent it wrong or missed it, we will give you a refund or replace the products.
But we are not responsible for these reasons, If your return is for any of the following reasons, please bear the return freight by yourself (Hope you can understand, thank you.)
•Items that are not in the original condition and packaging
•Items that are Made-to-Order, Custom or Special Order to your specifications
•Items or packages damaged without any proof from local logistics
•Any items or style not listed on our website
Note: Return address: Please contact us and we will send you the return address once you decide to return the goods.
9. Refund
In case of a return, your refund will be credited to the original payment method. Shipping costs will not be refunded by Mookesmax in case of returns.
Once your package reaches us, please allow 7-14 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued and you will receive a confirmation email.
10. Damage
We assume full responsibility for products that have been defective due to incorrect packaging, any obvious damage to your products on arrival or during transportation. Please check the packaging when you receive the goods. If you find any damage, please record it when you sign for it. If the items in the package are damaged on arrival, please send the photos to Support@mookesmax.com and we will handle the insurance claim on your behalf.
11. How to return an item or an entire order?
Step 1: Please contact our Customer service team to start the return process with the following information:
Order number
Proof of purchase
Video or photo of the faulty product
Step 2: Insert your receipt, along with the items, back into the original packaging.
Return/Exchange Address: Please contact customer service
Email: Support@mookesmax.com (Global Sales Director)
To return any items, please contact：+523333762222
