Help Center

We are mitgard Store, We are open: Monday - Sunday. 24/7 . Feel free to send us a mail for any question, the reply are all emails within 24 hours.

If it's regarding an purchased order please specify your name and order number which can be found in the order confirmation email. If you have any questions, feel free to contact us at

Email: support@mitgard.com

Lima - PERU

All of our products are made to order, so they have a production time + shipping time.

TIME PRODUCCION:

All of our products are made for each purchase, These take us some days for be printed, sew up, packed it. For that here give you the time that take us:

- Dakimakuras, inner pillows, straps, plushies, cover sheets and square pillows production time: 5-15 business days after your payment.

- Mugs, posters and playmats: Not avaliable

If we get any dificult or problem with your purchase, we will mail you for update your product time.

SHIPPING METHODS:

After the time production, you will get notified when your order be sent to the postal service with your tracking number.

- USPS: 10- 20 businnes days. Only USA available and for cover pillows orders.

- E-packet: 15-30 business days, Worldwide addresses.

- Expedited shipping: 5-15 business days. It can be DHL (cover pillows), EMS (Inner pillows) or ETK if your country dont have available the before ones.

- SAL: 30-60 business days (Inner pillows). 

All the ordes have TRACKING NUMBER for you can trace your package.

We recommend expedited shipping since the saturation of the postal service with e-packet may cause your products to take much longer than expected.

If the postal service will not find the user, the item will arrive to the postal service place near to your home for few days until be returned to the warehouse again..

We currently deliver to Worlwide addresses, and cannot ship to APO/FPO/DPO addresses. If you have any further questions regarding your shipment contact@mitgard.com" target="_blank" title="Click here" rel="noopener noreferrer">click here  to contact us.

If you have not yet received a confirmation email that your order has been sent to the postal service, it is because its production process has not finished yet.

If you got your track number, can be found on our website. Log to your account and click the "My Account" link in the top right corner. Click on "Track Orders" to find the order you need to track. Click the "View Details" link for that order to see your tracking information under the shipping address.

If your tracking number dont work with our page account, you can track you package here: 

https://www.17track.net/

The shipping usually take 15-20 laboral days for be to your home (with the standard shipping), but can add until 2 week more for holidays days (e.g. christmas holidays). 

Another type of delay can happen if your product is subject to a tax in your country's postal service, so always keep in mind to track your product with the tracking number that has been provided when it has been made the shipment.

The following reason why your product does not arrive, is that your shipping address is badly detailed or with a wrong number, so you should be careful about it with the data provided.

If this happens, we will proceed to return according to our return policies.

The returnt or refund are avaliable within 5 laboral days after the item is received if you keep the items in original state.

• Please contact us ASAP by Email.
• Adjunt your product photos.
• Ship back the item to us.
• We refund or echange for you.
• 
  

Note: If you made a purchase with a wrong info  and not was shipped, you have 24 hours for you can send us the real info by E-mail and we can update the address shipping before your product be sent to the postal office.

* The partial refund is only refund for the cost product, not the fee shipping.

* Product unclaimed. This happens when the authorized user is not present, so the product is returned to the postal service near your home with a note. The unclaimed package, after a certain time, is returned to the country of origin. 

The payment from our store does not include any Import Tax / Duty / VAT / Brokerage Fees / Handling Fees from customs. It is the sole responsibility of the buyer.

For this taxes is the reason that your package are taking more days for arrive to your home because is hold by the customs. You must to contact to your postal service with your tracking number provided for solve any problem.