Overview

Welcome to Murrmur. Because Murrmur operates on a group ordering service to bring custom creations and tinkerer projects to life without requiring creators to buy bulk inventory upfront, our fulfillment process works differently from traditional e-commerce. Orders placed on Murrmur are aggregated across supporters to fulfill manufacturer minimum order quantities (MOQ). Once the group ordering goal is reached, the items enter production and are subsequently shipped directly to each individual customer.

Key phases of your delivery timeline:

• Group Aggregation Phase: Collecting individual single-item orders to meet batch manufacturing goals.
• Production Phase: Manufacturing the project items once the batch threshold is met.
• Shipping & Fulfillment Phase: Dispatching the finished items directly to your address.

Processing & Production Times

Because items are manufactured after group demand is aggregated, shipping timelines consist of estimated production time plus actual transit time.

Group Order Completion

Project timelines and batch thresholds are displayed on each project page. Production begins once the group ordering goal is finalized. If a project fails to reach its threshold within the specified window, orders will be canceled and buyers will be notified.

Production Lead Times

Lead times vary depending on the complexity of the project. Estimated manufacturing times are stated on the specific project page at the time you place your order.

Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout. Estimated delivery times apply after the production phase is complete and your item has been dispatched from the manufacturer.

• Standard Shipping: {X} to {X} business days post-production.
• Expedited Shipping: {X} to {X] business days post-production.
• International Shipping: {X} to {X} business days post-production depending on destination.

Delays may occasionally occur due to custom project production schedules, component sourcing, or carrier disruptions.

Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email containing your tracking number(s) once your order has been manufactured, quality-checked, and shipped. The tracking information will typically become active within 24 to 48 hours of dispatch.

Address Changes

Because there is a production period between order placement and fulfillment, you can update your shipping address anytime before the production run is finalized and preparing for dispatch. Once your order has been packaged and a tracking number generated, we can no longer change the delivery address.

Undelivered or Returned Packages

If a package is returned to us due to an incorrect address provided by the customer or failure to collect the package from local postal services, the customer will be responsible for reshipping costs.

Customs, Duties, & Taxes

Murrmur is not responsible for any customs duties, taxes, or import fees applied to your order upon international delivery. All fees imposed during or after shipping are the sole responsibility of the customer (including tariffs, VAT, or brokerage fees).

Damaged or Lost Packages

If your item arrives damaged or is lost in transit, please contact us immediately so we can assist you with a replacement or resolution.

To help us process a damaged item claim quickly:

• Save all original packaging materials and damaged items.
• Take clear photos of the damaged item and outer packaging.
• Reach out to us within 14 days of delivery.

Need help?

Contact us at hello@murrmur.store for questions related to group order timelines, tracking, or shipping updates.