MBOSS.US Shipping and Return Policy

I. SHIPPING POLICY

1. Shipping Coverage and Speed

We ship worldwide and work with trusted carriers including FedEx, DHL, UPS, and TNT to ensure fast and secure delivery.

Our Performance:

• 95.4% of our products are shipped within 48 hours
• Many products are dispatched within 24 hours of receiving the order
• All deliveries include detailed tracking
• Most international deliveries reach customers in 3-5 days

Why We're Fast:

Everything is made in-house at our one-stop production facility. All of our staff and production capabilities are in the same building, ensuring each product is printed and manufactured to our long-established high standards. This allows us to maintain quality control while delivering exceptional speed.

2. Production and Delivery Times

Production Time:

• Production times vary according to each product and are detailed on the product page
• Most items can be produced in 1 to 3 days
• The specific production time for each item can be found on the product page

Delivery Time After Production:

• International deliveries: 3-5 days with FedEx, DHL, UPS, or TNT as standard
• Major cities: As little as 2 days
• Average delivery: 4 days depending on destination and accessibility
• Remote areas: May take additional time
• Standard delivery: 2-4 business days after shipment within accessible areas

Combined Timeline:

• Production + shipping time on top
• Most orders: 3-5 days total from order to delivery
• Major cities: Can be as quick as 2-3 days total
• With production time and shipping combined, we can have your products ready in as little as 3 days

3. Shipping Costs

Prices indicated at checkout include all applicable shipping costs. Shipping charges are calculated based on weight, dimensions, and destination.

Shipping Costs by Region:

Remote Area Surcharges:

• Shipping costs and time can vary significantly for remote areas
• It may be necessary for MBOSS.US to pass on the remote area surcharge levied by the carrier
• You will be informed of any additional charges before finalizing your order

Note:

• All shipping methods include detailed tracking
• Free shipping option may be available for qualifying orders

4. Delivery Address Requirements

Accepted Addresses:

• Residential and business addresses
• Delivery does not have to be to billing address (great for ensuring acceptance or sending gifts)
• We suggest having items delivered to your work address to ensure someone is available to accept delivery

NOT Accepted:

• Packstation delivery is not accepted
• Delivery to PO Box addresses in the US is not possible

Address Changes:

• Different delivery addresses can be added during the ordering process
• If we dispatch after 1pm EST, parcels are usually picked up the morning after
• At this point, unfortunately no delivery address change can be made

5. Tracking and Shipment Notifications

Detailed Tracking:

Once your shipment leaves our facility, you will receive an email with:

• Tracking number for real-time package tracking
• Information on which courier was used (FedEx, DHL, UPS, or TNT)
• Link to carrier's website for updates

Tracking Benefits:

• Monitor your package in real-time
• View estimated delivery date
• Access carrier-specific delivery updates

6. International Shipping and Customs

Custom Duties - We Cover Most Countries:

MBOSS.US is happy to offer worldwide shipping with customs duties paid for most countries. Please contact us via web chat for specific information about your destination.

Before Ordering Internationally:

• Check if MBOSS.US offers a corresponding international website for your country
• International websites can be found in the footer section of our website
• Ordering from the appropriate regional website helps avoid potential charges

VAT and Import Duties:

• Prices include 19% German VAT for shipments within Germany
• For shipments outside Germany to countries not covered by our customs-paid service, you may incur additional charges beyond our control:
  • Non-reclaimable customs tax
  • Administration fees
  • Local territory taxes
• Delivery may attract local tax duty to pay which is administered by the local territory and is out of the hands of MBOSS.US
• We advise checking the specific customs or import duty policies for your delivery country

VAT Refund for Non-EU Customers:

Under German law, VAT can be refunded if merchandise is purchased and exported by a customer residing outside the European Union. To qualify:

• Merchandise must be exported within three months of purchase
• You must inform us before purchase that you intend to export the goods

7. Delivery Schedule

Standard Schedule:

• Deliveries are made Monday to Friday
• Saturday delivery may be available in some areas depending on your local courier
• Weekends and public holidays are NOT counted as production or delivery days
• We have no control over exact delivery times, as these are the responsibility of the courier

Express Delivery:

• For express delivery, the next working day counts as the first day of delivery (§§ 312d Sec. 1 s. 1 BGB and article 246a § 1 Sec. 1 s. 1 no. 7 EGBGB)
• Excludes Sundays
• If you urgently need an order by a specific time, please contact us with your order number

8. Special Delivery Situations

Adverse Weather Conditions:

When there are adverse weather conditions, deliveries to some parts of the country can be affected.

Our Response:

• We work closely with multiple carriers (FedEx, UPS, DHL, TNT) to minimize delays and avoid disruption
• When your order is dispatched, we inform you which courier was used
• Information and updates regarding delivery services can be found on carriers' websites (we provide links in order info)
• Check local weather news for updates on your area

In Case of Transport or Mail Strikes:

In case of post or mail strikes, MBOSS.US is still able to deliver your items fast:

• We will upgrade to express delivery (excluding Sundays)
• Deliveries continue Monday through Saturday
• We suggest you have your items delivered to your work address to ensure acceptance

II. RETURN POLICY

1. Understanding Our Products

Personalized and Made-to-Order Products:

All MBOSS.US products are either:

• Handmade: Crafted by skilled artisans using manual techniques, ensuring each piece is unique
• Personalized: Customized or tailored to your specific preferences, needs, or characteristics
• Made-to-Order: Produced specifically for you upon order placement

Key Characteristics:

• Each item varies in size, design, and materials
• Small differences in size (±2-5 cm), texture, or color shading are normal
• These variations are marks of craftsmanship, not defects
• Natural variations in color shades, textures, or finishes may differ from online photos

2. Your Responsibilities Before Ordering

✓ Check Text & Spelling: If there is text in your design, check the spelling of everything before you submit. We do not personally check every word that comes through and cannot be held responsible for any spelling errors featured in your design.

✓ Check Sizes: Every product page has details on sizing (especially clothing with full size charts). Check body measurements rather than relying on size ranges for accuracy. If you have any questions, please contact us before ordering.

✓ Preview Your Design: Use the preview feature in our design interface to see what your finished item will look like. Double-check that everything is as desired and in the right size/shape/position. Note: The preview is only a general idea; always refer to the design interface (ruler, bleed area, cutting or stitching lines, etc.) to correctly set up your design.

PART A: PERSONALIZED PRODUCTS

3. Return Policy for Personalized Products

4. Faulty or Defective Personalized Products

We want you to be happy with your order. Because everything here at MBOSS.US is handmade, there is some potential for human error. Usually, our quality control department will pick this up before your order is dispatched. However, if something does slip through, all you need to do is let us know.

Your Protection:

You are fully covered if a made-to-order product:

• Arrives with a material defect or manufacturing fault
• Doesn't match the agreed specifications in a meaningful way
• Has excessive deviation that affects function, safety, or agreed specifications

Legal Guarantee:

• You enjoy a two-year legal guarantee on all goods within the EU/EEA (§§ 437, 438, 477 BGB)
• In the UK, you also have a 30-day short-term right to reject goods that aren't up to standard (Consumer Rights Act 2015)

To Report Faulty Goods (Within 14 Days of Receipt):

1. Contact us FIRST using the contact form: service@mboss.us
2. Quote your name and order number
3. Provide a short summary with pictures
4. Include a digital image of the fault and clear description of the problem

Our Response:

• A customer service representative will talk you through the returns procedure
• We respond on average within 12 working hours
• In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email
• If the fault cannot be verified via email, you may need to return the item for inspection

Return Shipping Requirements:

• We will only acknowledge returned goods if sent using a tracked and signed delivery service with proof of delivery
• You will initially bear the delivery costs of returning faulty products
• If we are at fault, we will reimburse the tracked delivery postage costs at our discretion once the item is rechecked
• We cover all return shipping costs for confirmed faulty goods (§ 439 Sect. 2 BGB)

Remedy Options:

• It is only when we receive the item in its original, unused condition that MBOSS.US will redo or recommend a remedy for a faulty item
• Used Condition: If the product is in a used condition, we will not be able to offer you a remedy for faulty workmanship where we may repair the item
• Minor Faults: Where there is a minor fault, we may suggest an alternative remedy
• We will repair, replace, or refund confirmed faulty products

Demonstration of Liability:

• Within the first six months, any defect is presumed to have existed at the time of delivery (§ 477 BGB)
• After six months, you need to provide evidence that the defect was present at delivery

5. What is NOT Covered

PART B: NON-PERSONALIZED PRODUCTS

6. Return & Refund Policy for Non-Personalized Products

14-Day Right of Withdrawal:

You have the right to cancel your contract for the purchase of a non-personalized product within 14 days without giving any reason. The withdrawal period expires 14 days from the day you receive the goods (§ 355 Sect. 1 BGB, Directive 2011/83/EU Articles 9-14).

To Exercise Your Right of Withdrawal:

• Notify us of the cancellation no longer than 14 days after the day following the day on which the product is delivered
• Inform us by a clear statement (email, letter, or fax) to: service@mboss.us
• You may use our model withdrawal form (provided in Section 11), but it is not obligatory

Return Process:

• You must return the unused non-personalized product within 14 days of notifying us of the cancellation
• You must pay for the return of unused non-personalized products to our nominated address
• Products must be in their original condition and packaging
• We may withhold reimbursement until we receive the goods back or you provide evidence of return (§ 357 Sect. 4 BGB)

Refund:

• We will reimburse all payments received from you, including standard delivery costs
• Refund processed within 14 days of receiving your withdrawal notice
• We use the same payment method you used for the initial transaction
• No fees charged for the refund
• If goods show signs of use beyond what is necessary to establish their nature, characteristics, and functioning, you may be liable for diminished value (§ 357 Abs. 7 BGB)

Manufacturing Faults on Non-Personalized Products:

• In the unlikely event of a manufacturing fault, it will be repaired or replaced free of charge
• Manufacturer faults cover scratches on the product, stitching issues, and hemming issues
• We, the manufacturer, will decide what falls under manufacturer faults
• We bear the cost of return for faulty or misdescribed goods

III. CANCELLATION POLICIES

7. Cancellation Before Production Starts (Within 30 Minutes)

8. Cancellation After Production Starts (After 30 Minutes)

Mandatory Cancellation Fee:

When you place an order with MBOSS.US, you're not just purchasing a product, but a service as well. We handmake every product and personalize it to order. As soon as we start production of your bespoke items, we have already invested in:

• Ink and transfer materials
• Base materials and fabrics
• Workforce time specifically for your order

Alternative Options:

• We cannot offer a full refund after production has begun
• Alternative options will be discussed with you
• A partial refund may be possible depending on the stage of production
• Contact our customer service team to discuss your specific situation

9. Cancellation After Shipment

Cannot Be Canceled:

• Once an order has been shipped, it cannot be canceled

For Non-Personalized Goods:

• You may exercise your right of withdrawal within 14 days as outlined in Section 6
• You bear the cost of return shipping

For Personalized Goods:

• Standard withdrawal right does not apply
• If the product is faulty, follow the procedure in Section 4

IV. MODIFICATION OF ORDERS

10. Modification of In-Progress Orders

Before Production Starts (Within 30 Minutes):

• Contact us immediately: service@mboss.us
• Modifications can be made free of charge

After Production Starts:

• Modifications can only be requested if the order has not yet been shipped
• For personalized/customized items, modifications can only be made if production has not yet started
• Any additional costs incurred due to the modification will be communicated to you
• You will need to approve these costs before we proceed
• Standard cancellation fees may apply if modification requires restarting production

V. EXCHANGE POLICY

11. Exchange Policy

For Non-Personalized Products:

Contact our customer service team within 14 days of receiving your order if you wish to exchange a product.

Conditions:

• Product must be in original condition, unused, and in original packaging
• Personalized or customized items are not eligible for exchange unless faulty
• You are responsible for return shipping costs
• We cover shipping costs for sending the replacement item

For Personalized Products:

• Exchanges not available unless product is faulty
• Follow the faulty goods procedure in Section 4

VI. CUSTOMER SERVICE COMMITMENT

12. Our Promise to You

We want you to be happy with your order, and we are determined to have each and every purchase result in a happy customer. Your satisfaction is so important to us.

Response Time:

• We respond to inquiries on average within 12 working hours
• Contact us at: service@mboss.us

Case-by-Case Approach:

Because of the personalized nature of the products you order with MBOSS.US, we look at each and every order on a case-by-case basis. We will always do everything within our power to find a solution to remedy the situation.

Focus on Quality and Service:

At MBOSS.US we focus on:

• Product quality
• Great service
• Speedy delivery

Thanks to our own one-stop production facility, we dispatch many products within 24 hours of receiving the order. All of our staff and production capabilities are in the same building, ensuring each product is printed and manufactured to our long-established high standards.

We Will Always Help:

No matter what, we will always be able to help you. Contact our amazing customer service team and have a chat with them if you have any issues with your order, whether it is before or after we have started production.

Feedback:

We value your feedback. If you are unhappy with any aspect of your order, please let us know. You can also press the 'thumbs down' button to provide feedback to help us improve.

VII. SPECIAL SITUATIONS

13. Damaged Goods Upon Receipt

If you receive goods that are damaged during shipping:

Immediate Action Required:

1. Contact our customer service team immediately: service@mboss.us
2. Notify us within 14 days of receiving the damaged goods
3. Provide your order number and details of the damage
4. Include supporting evidence such as photos

Our Response:

• We will arrange for the return of the damaged goods at no cost to you
• Upon receiving the damaged goods, we will inspect them
• If the damage is confirmed, we will offer you a replacement of the same item or a full refund, including any shipping costs (§ 439 Sect. 2 BGB)

14. Digital Goods or Services

• You have 14 days to withdraw from purchase of digital goods/services
• Right of withdrawal does not apply if you have started downloading/streaming and agreed to lose your right of withdrawal
• If digital goods/services are faulty or not as described, you can request repair, replacement, or refund (§ 327u BGB)

15. Wholesale and Business Orders

Businesses Cannot Expect Legal Remedy For:

• Fair wear and tear
• Misuse or accidental damage
• Change of mind (no longer wanting the item)

VIII. MODEL WITHDRAWAL FORM

IX. QUALITY COMMITMENT

Every MBOSS.US product passes through multiple layers of inspection before it leaves our hands. We stand behind the quality of our work and celebrate the individuality of each handcrafted piece.

Our Promise:

• Luxury without compromise
• Rigorous quality control through dedicated quality control department
• Full statutory guarantee rights
• Free and fair solutions for any genuine defects
• Professional assessment of all returned items
• 95.4% of products shipped within 48 hours
• In-house production ensuring consistently high standards

X. LEGAL REFERENCES

This policy complies with:

• German Civil Code (BGB): §§ 312g, 355, 357, 434, 437, 438, 477
• EU Directive 2011/83/EU on consumer rights (Articles 9-14, 16)
• EU Directive 2019/771 on sale of goods
• EU Directive 1999/44/EC on certain aspects of the sale of consumer goods
• German Product Liability Act (ProdHaftG)
• German Product Safety Act (ProdSG)
• German Commercial Code (HGB): §§ 407-450
• Consumer Rights Act 2015 (UK)

XI. SALVATORY CLAUSE

If any provision of this policy is held to be invalid, illegal, or unenforceable by a competent court, the remaining provisions shall remain in full force and effect. The invalid provision shall be replaced by a valid provision that reflects the original intent to the extent possible.

XII. CONTACT INFORMATION

For any questions regarding shipping or returns:

For all inquiries:

• Use the contact form on our website
• Quote your name and order number
• Include photos for product quality issues
• We respond on average within 12 working hours

Delivery Updates:

• Check carrier websites for real-time updates (links provided in order info)
• Monitor local weather news during adverse conditions
• Contact us if you need to track your order or have delivery concerns