Shipping & Return Policy

Last Updated: September 15, 2026

At Maison Rabbit, all our items are carefully imported from Japan, maintained in-house, and fulfilled directly from our facility in New York. We want you to love everything you order. This policy outlines how your packages are shipped and our process for returns, exchanges, and damaged items.

1. Shipping & Order Fulfillment

Processing Time: Orders are prepared and packaged within 1–3 business days (excluding weekends and major holidays). You will receive an email confirmation with tracking information once your label is generated.

Shipping Destination: All orders ship directly from New York, United States.

Transit Times (Domestic US): Delivery generally takes 2–5 business days depending on your location and the shipping method selected at checkout.

International Shipping: We currently fulfill orders within the United States and are actively working on expanding international shipping options.

Shipping Rates: Shipping costs are calculated and displayed at checkout based on weight and destination before payment is processed.

2. Address Accuracy & Missing Deliveries

Please verify your shipping details carefully during checkout.

Incorrect Addresses: We are not responsible for packages delivered incorrectly due to an invalid or incomplete address entered at checkout. If a package is returned to our facility as undeliverable, we can re-ship it to an updated address at the customer's expense, or issue a refund for the merchandise value (excluding original shipping costs).

Missing or Stalled Deliveries: If your package tracking has stopped updating, or the estimated window has passed:

Verify the delivery address listed in your order confirmation email.

Check with neighbors or your local carrier branch/post office.

Delivered Status: We cannot issue refunds or free replacements for packages marked as "Delivered" by the carrier. Please contact the carrier directly to open a service inquiry or file a local claim.

3. Returns & Refunds

We accept returns on eligible items within 14 days of delivery.

Eligibility Requirements: Items must be completely unused, unsharpened/untested, and returned in their original, undamaged Japanese packaging with all stickers, seals, and inserts intact.

Return Shipping: Unless the return is due to an error on our part (damaged, defective, or incorrect item sent), return postage costs are the responsibility of the customer. We recommend using a trackable shipping method.

Refund Processing: Once we receive and inspect the returned merchandise, your refund will be processed back to your original method of payment within 3–5 business days. Please note that initial shipping fees are non-refundable.

4. Exchanges

If you wish to exchange an item for a different color, size, or style, you may do so within 14 days of delivery, provided the product is unused and in its original unopened retail packaging. Reach out to our team with your order number to initiate an exchange.

5. Defects, Fulfillment Errors & Transit Damage

Defective or Incorrect Items (Our Error):

If your order contains a manufacturer defect, or if we sent an incorrect item or quantity, we will take care of it immediately.

Notify us within 7 days of delivery.

Include your order number and clear photos showing the defect or wrong item.

We will promptly arrange a replacement or issue a full refund if the item is out of stock.

Damaged in Transit (Carrier Claims):

While we package all items securely, rough courier handling can occasionally cause damage during shipment. Because shipping carriers (such as USPS) require strict evidence to honor shipping insurance claims:

Keep all materials: Retain the damaged items, the outer mailing box/mailer, and all interior protective packaging. Do not discard them until the claim is settled.

Provide photo evidence: Contact us within 7 days of delivery with your order number and clear photos showing:

- The damaged product(s).

- The exterior shipping box/mailer (highlighting dents, punctures, or tears).

- The shipping label showing the tracking number.

Once we receive this evidence, we will initiate an official carrier damage claim on your behalf and work with you on a replacement or refund once the claim is opened.

6. Contact Us

To initiate a return, exchange, or report a delivery issue, please reach out with your order number:

Email: [email protected]