Shipping policy

Standard shipping is free on all orders of $100 USD and over, excluding tax and after any discounts have been applied.

For orders under $100 USD, a flat shipping fee of $6.00 USD applies.

*Delivery time includes order processing time. Business days are Monday to Friday, excluding public holidays in the destination country.

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SHIPPING TIMELINE & TERMS

Orders are generally processed and dispatched within [X] business days during non-sale periods.

Please note that during promotional or major sale periods, order volumes may rise significantly higher than usual, which may result in delays in order processing and shipping.

Once a package has been handed over to the carrier after dispatch, delivery progress is managed by the carrier's network and operations. During promotional periods, carriers may also experience increased package volumes, which may further impact delivery timelines.

Deliveries may be affected by factors within the carrier's operations, such as regional volume surges, transportation schedule adjustments, customs clearance, and manpower availability. The delivery windows shown above are estimates and are not guaranteed.

Order cancellation can be accommodated before the order has been prepared for dispatch. Once an order has been packed, it can no longer be cancelled or modified.

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INTERNATIONAL SHIPPING — FREQUENTLY ASKED QUESTIONS

1. Where does MASSRUTINE ship to?

MASSRUTINE currently ships to the United States, United Kingdom, and Canada. Orders placed for delivery outside these territories may be cancelled and refunded.

2. What shipping methods does MASSRUTINE provide?

Our standard shipping method is [CARRIER — ej. DHL / UPS / USPS / Royal Mail / Canada Post]. All shipments include a tracking number, and customers automatically receive their tracking number by email once the shipping label has been created.

3. How much is shipping?

Shipping is a flat $6.00 USD on orders up to $99.99, and free on orders of $100 USD and over (calculated after discounts and excluding tax). This applies to all destinations we currently serve.

4. Will my order be subject to customs, fees, or duty tax?

[DEFINIR — elegir una de las dos opciones y borrar la otra:]

Option A — DDP (duties prepaid by MASSRUTINE): All applicable import duties and taxes for orders delivered to the United Kingdom and Canada are calculated and collected at checkout. You will not be asked to pay any additional charges upon delivery.

Option B — DDU/DAP (duties payable by the recipient): Orders delivered to the United Kingdom and Canada may be subject to import duties, sales tax on imports, and customs handling fees determined by the destination country's customs authority. The recipient will be invoiced directly by the carrier. By submitting your order, you accept the import regulations applicable to your country. Please be aware that import regulations vary by country. Customs duties, import taxes, and handling costs charged to the recipient cannot be refunded by MASSRUTINE, even if the items are subsequently returned.

If a parcel is refused or returned to us because import charges were not paid, the order will be refunded less the original shipping cost and any return carriage charges incurred.

5. I'd like to change my shipping address — can I do that?

If your order is already paid and you wish to change your shipping address, please contact us immediately at [EMAIL] and include your order number and the corrected shipping address for faster processing.

Unfortunately we cannot edit your address or modify your order once it has been packed, so please ensure you provide the correct shipping information at checkout. Please note that emailing us to request an address change does not guarantee the change will be made. The address change is not complete until you receive email confirmation from an agent who has handled your request.

It is very important that you provide us with correct shipping information. We cannot be held liable for failed delivery due to incorrect delivery information provided by the customer at checkout.

6. When will my order ship?

Orders are processed on business days (Monday to Friday) and are not dispatched on weekends or public holidays. Once dispatched, please refer to the delivery windows in the table above.

If you have trouble tracking your parcel after 7 business days have passed since dispatch, please email us at [EMAIL].

7. My tracking number has no shipping updates — where is my package?

It is normal for tracking to go a few days without an update, particularly while a parcel is in transit between facilities or awaiting customs clearance. Once your package arrives at your local delivery depot, tracking may not update again until it goes out for delivery. Occasionally shipping labels are damaged during processing and do not scan properly, but your package should still be on its way.

If more than 10 business days have passed since your package shipped and you still have not seen any tracking updates, please contact us at [EMAIL] for assistance. Please reference your order number in all communications with our customer service team for faster processing.

8. I did not get a tracking number — how can I track my order?

You should receive an automated email with a tracking number once your order has shipped from the warehouse. If you did not receive this email, please check your spam folder, then email us at [EMAIL] with your order number and we will check the status for you.

9. My package shows as delivered but I cannot find it.

If a package is confirmed as delivered by the carrier but is stolen or cannot be located, we are unable to refund the order amount. We recommend contacting your local carrier depot and checking with neighbours or building management in the first instance.

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REFUNDS & REPLACEMENTS

If your order arrives damaged, defective, or faulty, we can assist with a refund or replacement. Claims must be submitted within 7 days of the delivery date, together with photographs or video showing the damage or defect and the outer packaging.

Please reference your order number in all communications with our customer service team for faster processing.

Please note:

• Only products purchased on www.massrutine.com are eligible for a refund or replacement. We cannot accept items purchased from another retailer.
• Return shipping costs are the responsibility of the customer, except where applicable consumer law provides otherwise.
• We cannot replace or refund partially used products or products with broken seals.
• If a package is confirmed as delivered by our logistics partner but is stolen or cannot be located, we are unable to refund the order amount.
• We cannot accept responsibility for personal damage to an item. If an item has been dropped, spilled, misused, or otherwise damaged after delivery, we cannot replace or refund it.
• We do not accept returns for change of mind or incorrect product selection, except where required by applicable law.

Approved refunds are issued to the original payment method within [X] business days of our receipt and inspection of the returned item. Original shipping charges are non-refundable except where the return arises from our error or from a faulty product.

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STATUTORY RIGHTS — UNITED KINGDOM

If you are a consumer resident in the United Kingdom, you have a legal right to cancel your order within 14 days of receiving the goods, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right applies in addition to the refund and replacement terms set out above.

To cancel, notify us at [EMAIL] with a clear statement of your decision. You must return the goods within 14 days of notifying us, and you will bear the direct cost of returning the goods. We will refund all payments received from you, including the standard cost of outbound delivery, within 14 days of receiving the goods back or receiving evidence that you have sent them, whichever is earlier.

You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

This right does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery.

Under the Consumer Rights Act 2015, goods supplied to you must be of satisfactory quality, fit for purpose, and as described.

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STATUTORY RIGHTS — CANADA

If you are a consumer resident in Canada, you benefit from mandatory consumer protection rights under the legislation of your province or territory, including legal warranties of quality and fitness for purpose. Nothing in this policy limits or excludes any right or remedy that cannot lawfully be excluded. Residents of Quebec are additionally protected by the Consumer Protection Act (Quebec).

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CONTACT US

TOTHEMOON LLC (d/b/a MASSRUTINE) 5118 N 56th Street, Ste 200 Tampa, FL 33610 United States

Email: [EMAIL] Website: www.massrutine.com