FAQ - Questions & Answers

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    50 East 52nd Street
    Brooklyn, NY 10022
    United States


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    How can I track my order?

    When your order is dispatched, we’ll send you an e-mail with your tracking number and a link to our carrier’s website to tell you the current status of your delivery. Alternatively, you can track parcels within ’My Account’.

    What should I do if I haven’t received my order?

    If your order has not been delivered within the timescale to your country, please contact us via the ‘Contact Us’ page. Please remember including your order number in your message as this will help us speed up the search for your order.

    I have received a faulty or incorrect item in my order

    If you think there is a fault with an item you received or received an incorrect item please ‘Contact Us’ explaining the fault/error. Please remember to include your order number in your message, and we will be able to investigate further and resolve the problem. Then, you will be issued with instructions on how to return. Once we receive the item back and investigate the fault, you will be provided with a full refund or sent a replacement item at your request.

    Can I change my shipping address?

    Yes, we can update your address, as long as your order has not been shipped. You will need to call customer service, to make those changes. This is time sensitive and will require that you call customer service to see if an address update is still an option.

    I received a wrong item, what do I do?

    If you received an item that you did not order, please submit pictures to info@misspon.com of any labels that are on the outside bag. Once we receive your pictures, an agent will be able to assist you.

    What are business days?

    Business days are Monday – Friday, excluding all Religious and other holidays. The carriers we use do not deliver on weekends.

    There is a missing item in my order

    If an item is missing from your order, please ’Contact Us’ with details of the error. Please remember to include your order number in your message, and we will be able to investigate further and resolve the problem.

    I am an International Customer, and I have received notification that I must pay a customs fee

    International Shipments may be subject to customs and duty fees levied by their local government and will be the customer’s responsibility. For further details about customs, please contact your government website. Please note: If you refuse an international shipment you will have the return shipping as well as any customs/duties/fees associated with the order removed from your refund or store credit.

    Why am I being charged taxes?

    Items sold on misspon.com and shipped to locations in the US, including territories may be subject to tax.
    If you are a US school that is tax exempt please contact customer service prior to your purchase to verify your status. Once you have been verified you will not be charged taxes. Please do not make any purchases during this verification time, as taxes will be charged.

    Why am I being charged taxes?

    After an order is shipped, you will be emailed a tracking number. If you have an account, you can also sign in to get your tracking information as well.

    How long does it take for an order to ship?

    All orders have a 48-hour processing time, unless otherwise stated. Please keep in mind that we operate on business days only (Monday-Friday)
    Here are some items that have a longer processing time, but are not limited to.