FAQ - Shipping, Returns & Warranty
Orders & Products
Are MUSOTOKU products suitable for beginners?
All products sold on this site are classified as professional equipment, intended exclusively for use by trained professionals in the tattoo industry.
Who are your products for?
MUSOTOKU products are professional equipment, designed and sold for trained tattoo and PMU artists. By completing a purchase, you confirm you are buying for professional purposes.
Shipping
How long does shipping take?
Shipping options and estimated transit times
Orders are normally prepared within 1 business day. The estimates below refer to transit time after dispatch.
| Country or region | Standard Shipping | Tracked & Insured |
|---|---|---|
| Spain | 1–2 business days | — |
| Western Europe | 5–7 business days | 3–5 business days |
| Eastern Europe | 7–9 business days | 5–7 business days |
| United States | 7–9 business days — duties may be charged on delivery | 5–7 business days — tracked, insured and no duties on delivery |
| Canada | 7–9 business days | 5–7 business days |
| Puerto Rico | Contact us for an estimate | — |
| Latin America & Caribbean | 7–12 business days | 5–10 business days |
| Africa | 9–14 business days | 7–12 business days |
| Asia & Oceania | 8–12 business days | 6–10 business days |
| Rest of World | — | 5–14 business days |
Transit times are estimates and cannot be guaranteed. Customs clearance may cause additional delays outside our control.
Do I have to pay customs duties or import taxes?
For international shipments, customs duties, taxes, and any other import fees are the customer's responsibility. These charges vary by destination country and are not included in the product or shipping prices. If duties or taxes go unpaid and the shipment is returned to us, the customer is responsible for the return shipping fees and any new shipping costs if the package is resent.
What if I provide an incorrect shipping address?
It's the customer's responsibility to provide a complete and accurate shipping address at checkout. We are not liable for delivery issues caused by an incorrect or incomplete address, and any additional costs from redelivery will be charged to the customer.
Returns & Exchanges
What is your return window?
You can request a return within 14 days of receiving your product. The conditions depend on whether you buy as a professional or as a consumer, and on where you live. See our Refund Policy for full details.
Are there any fees for returns?
For professional customers and customers outside the EU/EEA and UK, opened products carry a 10% handling deduction (maximum 35 EUR), and shipping costs are not refunded. Consumers in the EU/EEA and UK receive a full refund including the initial standard delivery cost, and only pay the return shipping.
Which products can't be returned?
For professional customers and customers outside the EU/EEA and UK, Accessories & Spare Parts, Battery Packs, Bundles, Merchandise and sale items are final sale. Consumers in the EU/EEA and UK can return these items within 14 days. Personalized products and unsealed hygiene products cannot be returned by anyone.
Can I exchange a product?
We replace products that arrive defective or damaged. To request a replacement, email support@musotoku.com with your order number.
Warranty
What warranty comes with my purchase?
All MUSOTOKU products include a 1-year limited warranty from the date of purchase, covering manufacturing defects in materials or workmanship under normal professional use. If you are a consumer in the EU/EEA or UK, you also keep your statutory legal guarantee (3 years from delivery in Spain), which this warranty does not replace or limit.
What isn't covered by the warranty?
- Misuse, accidents or improper handling
- Normal wear and tear
- Damage caused by unauthorized repairs or modifications
- Consumable parts (such as batteries or accessories), unless defective at the time of delivery
These exclusions do not affect the statutory rights of consumers in the EU/EEA and UK.
Are the lithium cells in battery packs covered?
Lithium cells supplied with our battery packs are consumable parts and are not covered by our limited warranty, unless defective at the time of delivery. Gradual loss of capacity through normal use and charging cycles is not a defect. Damage caused by impacts, drops, short circuits, exposure to heat or moisture, or the use of non-approved chargers is not covered. This does not affect the statutory rights of consumers in the EU/EEA and UK.
Contact Us
Still have a question? Reach out to our team:
- Email: support@musotoku.com
- Phone: +34 912 530 725
- MUSOTOKU (EXINOM CORE SL), Calle Aranjuez 513, 28805 Alcala de Henares, Madrid, Spain