Shipping policy

Shipping Policy

Last updated: July 25, 2026

At Midnight Muse, every order is handled with discretion, care, and attention to detail. The following policy explains our processing, production, delivery, and shipping procedures.

Discreet Packaging

All orders are shipped in plain, discreet packaging. The exterior of the package will not display product images or language identifying the contents as an adult product.

The sender information shown on the shipping label may vary depending on the manufacturer, warehouse, or fulfillment partner handling the order.

Order Processing

Orders are reviewed after payment has been successfully completed. We may contact you to confirm customization selections, shipping information, or other order details before production or fulfillment begins.

Orders containing incorrect, incomplete, or unverifiable information may be delayed until the necessary details are confirmed.

Ready-to-Ship Orders

Ready-to-ship and in-stock products are generally processed within 24–72 business hours.

Most in-stock orders are delivered within approximately 3–10 business days after processing. Delivery times depend on warehouse location, destination, carrier availability, holidays, weather, and other circumstances beyond our control.

Custom-Order Production Times

Production estimates vary according to the selected material, manufacturer, features, and level of customization.

TPE products: Approximately 1–2 weeks
Silicone products: Approximately 3–5 weeks
Highly customized orders: Approximately 4–6 weeks

These are estimates rather than guaranteed completion dates. Complex customizations, implanted hair, makeup modifications, upgraded skeletons, electronic features, holiday closures, and manufacturer demand may require additional time.

Quality-Control Photographs

When available, quality-control photographs may be provided before shipment. Customers should review and approve these photographs promptly to avoid shipping delays.

Quality-control photographs are intended to confirm the completed product and selected options. Minor differences caused by lighting, camera settings, handmade detailing, or manufacturing tolerances are not considered defects.

Once a customer approves the quality-control photographs and the order is released for shipment, changes or cancellations cannot be made.

Shipping Time

After production and quality inspection are completed, delivery generally takes approximately 3–7 business days.

Shipping estimates begin when the carrier accepts the package, not when the order is placed. Estimated delivery dates are not guarantees.

Shipping Carriers

Orders may be shipped through FedEx or another trusted carrier selected according to the product’s location, destination, package size, and available service.

Some products may arrive in multiple packages. Tracking information may be issued separately for each shipment.

Tracking Information

Tracking information will be sent by email when it becomes available. Tracking may take 24–72 hours to update after the shipping label is created.

A shipping confirmation does not always mean the carrier has physically collected the package. Tracking activity will begin after the package is scanned into the carrier’s system.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address, email address, and telephone number.

Please contact us immediately if an address correction is needed. Once an order has entered production, processing, or shipment, we cannot guarantee that the address can be changed.

Additional fees caused by an incorrect address, refused delivery, missed delivery, rerouting request, address correction, or unclaimed package are the customer’s responsibility.

We are not responsible for packages delivered to an address entered incorrectly by the customer.

Signature Requirements

Because of the value and size of many products, a signature may be required at delivery. Customers are responsible for monitoring tracking and arranging for an eligible adult to receive the package.

Carrier requirements may vary, and signature-service changes cannot always be made after shipment.

International Orders

International customers are responsible for confirming that the selected product may legally be imported into their country or region.

Customs duties, import taxes, brokerage charges, storage fees, and other government-imposed costs are the customer’s responsibility unless expressly stated otherwise during checkout.

Customs processing may delay delivery. Midnight Muse cannot guarantee customs clearance times or reimburse charges assessed by customs authorities.

If a shipment is refused, seized, abandoned, or returned because of local restrictions, unpaid import fees, or a customer’s failure to complete customs requirements, any refund will be determined after the product is returned and inspected. Original shipping costs, return shipping expenses, customs charges, and other nonrecoverable fees may be deducted where permitted by law.

Shipping Restrictions

Certain products cannot be shipped to every country, state, province, or jurisdiction. We reserve the right to decline or cancel an order when shipping or possessing the selected product may be restricted.

Customers are responsible for understanding the laws applicable to the delivery location. Please contact us before ordering if you are uncertain about eligibility.

Delivery Delays

Delivery may be affected by manufacturer demand, customization, quality inspections, carrier disruptions, customs processing, severe weather, natural disasters, holidays, labor interruptions, or other events beyond our reasonable control.

Midnight Muse will assist with available tracking information but cannot guarantee a specific production or delivery date.

Damaged Packages

Inspect the package and product promptly after delivery. If the package appears damaged, photograph or record the unopened box, shipping label, exterior damage, interior packaging, and product before discarding any materials.

Shipping damage, manufacturing defects, incorrect products, and missing components must be reported within 48 hours of delivery.

Please provide:

Your order number
Clear photographs or videos of the issue
Photographs of the shipping label
Photographs of the exterior and interior packaging
A description of the damage or missing item

Do not use, clean, modify, repair, or dispose of the product or packaging while the claim is being reviewed.

Lost or Missing Packages

If tracking shows no movement for an unusual period, contact us so we can request additional information from the carrier or fulfillment partner.

If tracking shows the package as delivered but you cannot locate it, check the delivery area and contact other household members, neighbors, building management, or the carrier. Report the issue to Midnight Muse as soon as possible.

Carrier investigations and claim decisions are subject to the carrier’s procedures and timelines.

Refused and Undeliverable Shipments

Customers are responsible for accepting delivery and responding to carrier communications. Packages returned because of refusal, missed delivery attempts, an incorrect address, or failure to pay customs charges may incur additional shipping and handling costs.

Because our products are intimate goods, a returned or refused package may not be eligible for resale or a refund. Any available resolution will be determined after the shipment is returned and inspected.

Separate Shipments

Products and accessories may be fulfilled from different warehouses or manufacturers. As a result, an order may arrive in multiple shipments on different dates.

Receiving one portion of an order does not necessarily mean the remaining items are missing.