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Free shipping on online orders $100 or more. Exclusions apply.
Free shipping on online orders $100 or more. Exclusions apply.

FAQs

General

Where can I find my tracking number?

You should receive your order statues including the tracking number via email within 3-5 business days after purchase.
Please ensure to check junk/spam folder for any mail notifications.

If you still didn't receive your tracking number, please feel free to reach out to us via Contact Us with your order number. An operation staff will assist you with the investigation.

What is your return/refund policy?

Please inspect your order upon delivery. If for any reason you are not satisfied with your purchase, you may return the merchandise within 30 days in its original condition. For more information, please refer to our Return Policy page.

All refunds are processed into original payment method. Refund process might take 5-7 business days upon package arrival to our return department and reflect on the bank statement.
Shipping and handling fees are not refundable.

Product must be in original packaging, with product tag attached and resalable condition.

Products such as but not limited to below list are considering as FINAL SALE and will not eligible for return/exchange.

  • Furniture (mattress, sofa...etc)
  • Innerwear (bra, boxers...etc)
  • Food & Beverage

What is your exchange policy?

An exchange is only eligible for certain merchandise. Merchandise can only be exchanged into different color/size with the same price in the same style. If an exchange is not eligible, a refund will be processed instead.

I'm unable to checkout on your site. How do I proceed?

There are many reasons that may affect your shopping experience. Here are some solutions we suggest:

  • Ensure you are using Chrome or Mozilla browsers.
  • Try Chrome Incognito View (Ctrl+Shit+N). We recommend saving the items in advance.
  • Check out using PayPal payment method.

You can also place phone orders at the following locations.
East Coast: Chelsea, Cooper Square

Click here for store information.

Is there a way to purchase items not listed on the website?

Depending on the product availability, we may be able to direct you to a store where you can place a phone order. Please feel free to contact our customer service through online@muji.com and provide us with the information below.

Product SKU#:
Product Name:
Requested Quantities:
Delivery Location(s):
Delivery Time:

What are the advantages of creating a MUJI account?

By creating a user account at MUJI USA online, you can enjoy a smarter shopping experience for future orders, including a faster checkout process and the ability to create wish-lists of the items you want most that can be sent to your family and friends.

About My Order

How do I cancel my order?

Customers who have completed the Order with a MUJI Account:

  1. Log into your account at: Log In.
  2. Click: “My Orders”
  3. Click: “View Order” on the order that you wish to cancel.
  4. Click: “Cancel” [Top Left] located below your order number.


Customers who have checked out as a Guest:

  • Please contact us BEFORE your Order is Invoiced.
  • Requests must be made by 8:00AM EST the following day from your Order Date.
  • Please submit a ticket at Contact Us or email us at online@muji.com with your Order Information.

I'm not sure if I placed an order, but an amount has been deducted from my credit card.

If you do not receive an order number via email, the order was not successfully placed. The amount deducted from your credit card is temporary. It will disappear in 1-2 business days if the transaction failed.

My item arrived broken. What should I do?

Please report any anomalies or issues within 7 days. If an item arrives damaged, please send an image of the damage with your order number in the subject line to online@muji.com. We will further assist you there.

My order is missing. What should I do?

Please report any anomalies or issues within 7 days. If you received the tracking update that your order was delivered but you did not receive your order please check with any neighbors/ doormen/ mailroom personnel who may have picked up your parcel. If it is still not found please email us with the order number and tracking number.

How long will they hold my In-Store Pick-up?

Once the ready for pick-up notification is sent, In Store pick-up hold time is 2 weeks. If you have any issues or questions please reach out to the store directly with your order number. For store contact information please see the following link; https://info.muji.us/store-info/

About Returning

How do I return my online order in-stores?

Customer can return Online Order in the physical store under the below condition:

  • Item is eligible under Return Policy
  • Customer MUST bring a copy of invoice

Refund will NOT process directly within the store. Actual refund will be posted within 3-5 business days by our Refund Department.

Stores reserves the right of denying the return that did not meet the return requirement.

If there are questions or need assistance regarding with return/exchange, please contact our customer service at online@muji.com or call our Toll free number indicated on your packing invoice.

Can I return in-store pickup orders in the store?

Yes, in-store pickup orders can be returned in-store. Please bring a copy of your invoice and a store associate will assist you.

I bought an item in-store and I am no longer able to go there. Can I return by mail?

If you bought an item in-store and need assistance please send us an email with the image of your item and proof of purchase describing the issue. A bank statement is an acceptable proof of purchase.

If you do not have a proof of purchase, but know the total/ date/ and location of purchase, that can help us find your transaction number.

About Shipping

How much does shipping cost?

Shipping and Handling rates will be based on the total amount of purchase. Some items may have additional shipping handling fees due to the size and fragility of the product. For more information, please refer to our Shipment page.

Can orders be shipped internationally?

We are able to ship certain products to Canada, Puerto Rico, Hawaii & Alaska. However, some furniture items are unable to be shipped outside of the contiguous United States. Please check the product description or contact our customer service through online@muji.com to confirm that we can ship to your destination.

Do you ship to APO / FPO or P.O. boxes?

We are able to ship those packages via USPS service. The lead time depends on USPS. Please allow 10-15 business days for delivery.

How do I ship back my return?

You can ship back the product purchased from MUJI U.S.A.

Customer MUST include a copy of invoice when send the return package to:

MUJI U.S.A. LIMITED
C/O Courier Systems
180 Pulaski Street
Bayonne, NJ 07002

*Any non-MUJI product send back to our return center will be disposed. MUJI is not liable of ship back/replace the Non-MUJI products.

PRINT RETURN LABEL

Other

My Body Fit Cushion is missing a zipper pull. Is it defective?

The missing zipper is an intentional Body Fit Cushion design. In order to open the cover, you have to attach a safety pin onto the zipper pull. This is a child safety feature. The full instructions can be found on the tag of the body fit cushion cover.

What forms of payment are accepted on your website?

We accept PayPal, Visa, MasterCard, American Express and Discover credit cards. Sometimes international credit cards are not accepted by the system. Please use a US-issued credit card.

Is it safe for me to pay by credit card over the Internet?

Yes. Our secure server software uses an industry-standard 256 bit SSL(Secure Sockets Layer) and a dedicated IP address to fulfill the requirements for running a highly secure e-commerce environment. For further information, refer to our Privacy Policy page.

Do your products have a warranty?

MUJI kitchen appliances have a limited 1 year warranty. It does not cover depreciation from general use/ damaged from mishandling. Replacement parts are available for suitcase repairs.

Are MUJI gift cards available in the USA?

Gift Cards are not available in MUJI USA both the Online Store and brick-and-mortar stores at this time. We apologize for the inconvenience it may cause.

STILL HAVE QUESTIONS?

 +1 (877) 414-9402

Monday - Sunday 8AM - 5PM EST

*Excluding National Holidays

online@muji.com

※MUJI U.S.A Limited reserves the right to deny any return/exchange based on the condition of the merchandise and the right to modify its exchange and return policy.

Attention: Due to a high volume of orders, we are currently experiencing a delay in fulfillment. Please allow 7-15 Business Days for your order to be processed and shipped out. A FedEx tracking # will be emailed after the aforementioned time frame above. We appreciate your patience and kind understanding in this matter.