Customer support

For any order-related inquiries, feel free to contact our Customer Support team at support@mudra-band.com. Please add your order number to expedite processing.

Orders

Handling and Shipping

Orders are processed and shipped within 7 business days, and once shipped will take 7-14 business days to be delivered. Orders are shipped from Hong Kong.

Order Tracking

All orders receive a tracking number. It is the customer's responsibility to track the order and verify it has been delivered as stated on the tracking number.

Shipping Delays

During peak seasons or unforeseen natural events, order fulfillment may be delayed.

If your order hasn’t shipped within the estimated timeframe stated above, please reach out to our Customer Support team using the above email address.

Be sure to include the email address used to place the order and your order number. This helps us verify your identity (in line with GDPR), locate your order, and provide the appropriate support.

Order Cancellation

In case you've requested an order cancellation within 24 hours of placing an order, we will do our best to halt the fulfillment. In case we've been able to do so, we will refund your order within 7 business days of the date it was placed.

In case your order is already fulfilled and/or shipped, you will have to receive it and then ship it back to us on your own expense, by following the Refund Policy guidelines.

IMPORTANT: If your order is shipped despite a cancellation request, you are responsible for ensuring its safe return to our warehouse. In case you refuse the delivery a $150 handling fee will be deducted from your refund once the order is returned and received at our warehouse.

Package Conditions for Cancellations

If your order has been successfully delivered and received, our policy requires that it remains unopened and in its original packaging. To qualify for a full refund, the item must be returned in the same condition it was received. Opening or unboxing the product will void eligibility for a full refund, and we reserve the right to issue only a partial refund at our discretion.

Taxes and Import Fees

VAT, Import Duties and Fees

Unless otherwise specified, we ship Delivered Duty Unpaid (DDU) -  where the buyer is responsible for all import duties, VAT, taxes, and customs clearance fees.

On the checkout page you may be able to see the total estimated taxes you may be required to pay.

US-Sales Tax

While we are exempt from collecting Sales Tax in some US states, orders in the USA will have sales tax attached during checkout. The tax is dependent on your state tax percentage.

Failure to Pay Duties or Fees

Any order that is not picked up by the customer and subsequently returned to us will incur a $150 deduction from any future refund amount to cover for shipping and handling expenses.

We do not remit any duties or taxes that were not collected by us.

Shipping details

Shipping Address

The shipping address provided when placing your order will be automatically sent to our warehouse to ensure that your order is shipped as soon as possible. 

Shipping address correctness 

All shipping details must be entered in ENGLISH characters. In case other characters have been used, our customer support will use the email address provided to contact the customer and ask for the address in English. This procedure may delay the order handling and fulfillment.

Changes to Shipping Address

In case you've requested a change of address within 24 hours of placing an order, we will do our best to halt the fulfillment.  

If you’d like to change the shipping address once the order has been fulfilled, you may do so by contacting the Courier directly. We do not bear responsibility for address changes once an order is fulfilled.

Email and Phone Number Details

Please immediately contact our customer support at support@mudra-band.com if you have entered a wrong email address or phone number. You should receive order confirmation email to the email address immediately after placing an order with all order and address details. We do not bear responsibility for an order that will be returned to us due to failed communications from the courier to the customer. 

Orders that are returned due to wrong email address or phone number will incur a $150 deduction from any future refund amount to cover shipping and handling expenses.

Post Office Box Addresses 

Orders to PO boxes are not available.  If your order includes a PO box, our customer support will use the email address provided to contact the customer and ask for a physical address. This procedure may delay the order handling and fulfillment.

APO & FPO Addresses

We cannot guarantee direct shipments to APO & FPO addresses outside the United States. If you’re a member of the USAF serving overseas and want to order from us, you’ll have to order to a local address so one of our other warehouses can process your order properly. 

Billing Address

You may enter a Billing address which will be included in the order details.

Claims of Undelivered, Lost or Damaged Packages

Proof of Delivery

Please note that we do not ship with signature confirmation. The courier may, at their discretion, leave the package at your door, porch, or another location they deem secure. We are not responsible for packages that are lost, stolen, or damaged after the courier has marked them as delivered.

We strongly recommend monitoring your tracking link regularly and ensuring someone is available to receive the package at the time of delivery. You will receive a tracking number and link as soon as your order leaves our warehouse.

Undelivered or Lost Package Claims

If you are unable to locate your order after it has been marked as DELIVERED in the tracking information, you must contact our Customer Support team within 4 hours of the recorded delivery time

Unfortunately, we occasionally receive claims from customers several days or even weeks and over a month after the tracking shows successful delivery. Please note that such delayed claims will not be honored. After the 4-hour window, we consider the order successfully delivered, and we will not be held responsible for missing or lost packages. 

It is your responsibility to monitor tracking updates and ensure someone is available to receive the package. Any disputes raised after the 4-hour period will be firmly opposed, as we rely on the courier’s delivery confirmation and the customer’s responsibility as final once this timeframe has passed.

In case you are still convinced that there was no delivery:

1. Ask your neighbors if they saw a delivery attempt or may have mistakenly received your package.
2. If you have a security camera, review the footage around the estimated delivery time to check for any delivery activity or suspicious behavior near your property.

Damaged Product Claim

If your order arrives damaged in any way, please contact customer support and include your order number, details of the damage, and a photo of the item's condition. We will replace all damaged items. Please save all packaging materials and damaged goods, as they may be needed for the claim process.

GDPR - General Data Protection Regulation

In accordance with GDPR, we can only share information about your order after confirming your identity as the buyer. To do this, please contact us using the same email address used to place the order. This allows us to quickly locate your order in our system and provide timely assistance.

If you reach out using a different email, you’ll need to provide sufficient details to verify your identity—such as the original email address used or your complete order information.

Last updated: 16/06/2025