Shipping Policy

Monosn Shipping Policy

At Monosn, we understand that timely, reliable delivery is just as important as the quality of our luggage, bags, and clothing. This Shipping Policy outlines all details of our shipping process—from where we deliver to how long it takes and what you can expect—so you stay informed every step of the way.

1. Shipping Destinations

We currently offer shipping to a wide range of locations to serve customers globally, with plans to expand further:
  • Domestic Shipping: All 50 states in the United States, including Alaska, Hawaii, Puerto Rico, and U.S. territories like Guam. We also cover APO/FPO addresses for military personnel (note: delivery to APO/FPO may take extra time due to military logistics).
  • International Shipping: Eligible countries include Canada, the United Kingdom, Australia, New Zealand, most countries in the European Union (e.g., France, Germany, Italy, Spain), Japan, South Korea, and select countries in Southeast Asia (e.g., Singapore, Malaysia). A full list of supported international destinations is displayed during checkout—if your location isn’t listed, please email [email protected] to inquire about special shipping arrangements.
Important Note for International Orders: Customers are responsible for all customs duties, import taxes, or brokerage fees imposed by their local government. These fees are not included in your order total and will be collected by the shipping carrier upon delivery. We recommend checking your country’s customs website to estimate potential fees before placing an order.

2. Order Processing Time

Before your order ships, we take time to prepare and quality-check your items—especially critical for delicate products like luggage (to ensure shells and wheels are intact) and clothing (to verify size and condition):
  • Standard Orders: Processed within 1-2 business days (excluding weekends, major holidays like Christmas, Thanksgiving, and peak shopping periods such as Black Friday/Cyber Monday). During peak times, processing may extend to 3 business days, and we’ll send you an email to notify you of any delays.
  • Customized/Personalized Items: Products like monogrammed luggage or embroidered bags require additional production time—typically 2-3 extra business days—to ensure the customization meets our quality standards. The estimated processing time for these items is clearly listed on their product pages.
  • Luggage Special Handling: For large luggage (e.g., checked suitcases) or sets, we may add a half-day of processing to ensure secure packaging (e.g., extra padding for wheels and handles) to prevent transit damage.
Once your order is processed and handed off to our shipping carrier, we’ll send a shipping confirmation email to the address you provided. This email includes a unique tracking number and a direct link to monitor your package’s journey.

3. Shipping Options & Delivery Timelines

We offer shipping options tailored to your needs—whether you need your luggage for an upcoming trip or your clothing for a special occasion—with delivery timelines starting from the date your order ships (not the date you place it):

3.1 Domestic Shipping (United States)

For U.S. customers, we provide three main shipping options to balance speed and cost:
  • Standard Shipping: Our most popular option, delivering orders in 3-5 business days. This is ideal for non-urgent purchases like everyday bags or clothing. 
  • Expedited Shipping: For faster delivery (e.g., if you need a carry-on suitcase for a trip next week), Expedited orders are prioritized during processing to ensure quick handoff to carriers.
  • Overnight Shipping: For urgent needs (e.g., a last-minute business trip or forgotten gift), Overnight Shipping delivers in 1-2 business days (excluding weekends and holidays). Orders placed after this cutoff will ship the next business day, with delivery adjusted accordingly.
Note for Remote Areas: Delivery to remote locations (e.g., rural parts of Alaska or Hawaii) may add 1-2 business days to Standard or Expedited timelines due to limited carrier routes.

3.2 International Shipping

For international customers, we offer two shipping options to accommodate different delivery needs:
  • International Standard Shipping: A cost-effective choice for non-urgent orders, delivering in 7-14 business days. Shipping costs for this option are calculated at checkout based on three factors: your destination country, the weight and dimensions of your package (e.g., a large suitcase will cost more than a small tote bag), and your order total. This option includes basic tracking, so you can monitor when your package clears customs and heads to your address.
  • International Express Shipping: For urgent international orders (e.g., luggage for a trip in 5 days), this option delivers in 3-5 business days and includes priority processing, faster customs clearance, and enhanced tracking (e.g., real-time updates on local delivery). Costs for International Express are also calculated at checkout, with rates varying by destination and package size—this is a premium option, but ideal for time-sensitive purchases.
Customs Processing Note: International delivery timelines may be extended by 1-3 days due to customs processing (which is outside our control). During peak customs periods (e.g., holiday seasons or trade events), delays may be longer—we recommend placing international orders at least 2 weeks before you need the item to account for this.

4. Order Tracking

Tracking your Monosn order is simple, whether you’re waiting for a suitcase or a sweater:
  1. Locate the shipping confirmation email we sent you (check your spam folder if you don’t see it).
  1. Click the “Track Package” link in the email, or visit our website’s Order Tracking Page (replace with your actual tracking page URL).
  1. Enter either:
    • Your order number + the email address used to place the order, or
    • The unique tracking number from the confirmation email.
  1. View real-time updates, including:
    • When the package is in transit, out for delivery, or delivered.
    • Estimated delivery date (adjusted for delays like weather or customs).
    • Location of the package (e.g., “At local distribution center” or “Cleared customs”).
If your tracking information shows no updates for more than 3 business days (domestic) or 7 business days (international), please email [email protected] with your order number and tracking number. Our team will contact the carrier to investigate and provide you with an update within 24 hours.

5. Shipping Issues & Exceptions

We work with trusted carriers (e.g., USPS, FedEx, DHL) to ensure safe delivery, but occasional issues may arise. Here’s how we address common scenarios:

5.1 Lost or Missing Packages

  • If your tracking information shows “Delivered” but you haven’t received your package: First, check with neighbors, building management, or your local post office—carriers often leave packages in secure spots (e.g., mailrooms, porches, or with doormen) or mark them as delivered prematurely.
  • If you still can’t locate the package within 2 business days of the “Delivered” status: Email [email protected] with your order number and tracking number. We’ll file a claim with the carrier and, once the package is confirmed lost, offer you a choice: a full refund to your original payment method, or a free reshipment of the item (if in stock).

5.2 Damaged Packages

  • If your package arrives with visible damage (e.g., a crushed box for luggage, a torn envelope for clothing): Inspect the contents immediately. If the product inside is damaged (e.g., a cracked luggage shell, a torn shirt), take photos of both the packaging and the damaged item, then email us within 48 hours of delivery at [email protected].
  • Our team will review the photos and, if the damage is confirmed, send a replacement item for free (with expedited shipping if needed) or issue a full refund—including original shipping costs. We may ask you to return the damaged item (with a pre-paid label) for quality control, but this is not required to receive your refund or replacement.

5.3 Incorrect Shipping Address

  • If you realize you provided an incorrect or incomplete address (e.g., wrong apartment number, misspelled street name) after placing your order: Contact us within 12 hours of order placement at [email protected] to update it. We cannot guarantee address changes once the order has been processed (e.g., packed for shipping) or shipped—carriers typically do not allow address edits once a package is in transit.
  • If the package is returned to us due to an incorrect address: We’ll notify you via email. You can choose to have the package reshipped (you’ll be responsible for a $5 reshipping fee for domestic orders, or the full international shipping cost for international orders) or receive a refund (minus the original shipping cost, as we incur fees for returned packages).

6. Holiday Shipping Deadlines

During holiday seasons (e.g., Christmas, Thanksgiving, Black Friday, or back-to-school), carriers experience high volume, leading to potential delays. To ensure your order arrives in time for the holiday or event, we post annual shipping deadlines on our homepage and via email. These deadlines are tailored to product type—for example:
  • Luggage for Christmas travel: Order by with Standard Shipping, or with Expedited Shipping.
  • Clothing for Thanksgiving gatherings: Order by with Standard Shipping.
We recommend placing holiday orders at least 1 week before the posted deadline to account for unexpected delays (e.g., weather or carrier backlogs).

7. Contact Us

If you have questions about our shipping policy (e.g., “Will my luggage arrive in time for my trip?”), need help tracking your order, or have issues with delivery (e.g., missing package, damaged item), please contact our customer service team at:
  • Email: [email protected] (our preferred channel—we respond within 24-48 business hours, and faster for urgent shipping inquiries).
We’re committed to making your shipping experience as smooth as possible—whether you’re receiving a new suitcase for your next adventure or a bag for everyday use. Thank you for choosing Monosn!