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SUPPORT CENTER
How can we help?
Everything you need to know about shipping, warranty, and your new companion.
🔥 Shipping Issues (Most Asked)
Tracking says "Delivered" but I haven't received it?
Don't panic! Carriers often mark packages as delivered up to 48 hours early. Please check your mailbox, front porch, or ask a neighbor. If it's still missing after 2 days, email us immediately — we will investigate and resend if necessary.
Why is my tracking not updating?
International shipments often have a 2-4 day "quiet period" during customs clearance or handover to local post. This is normal. If there's no movement for 7+ days, let us know.
📦 Shipping & Customs
Where do you ship from?
We ship from our local warehouses in USA, Germany, Australia, and China to ensure the fastest delivery to your location.
Do I need to pay customs/tax?
No. We cover all customs duties and taxes. The price you see at checkout is the final price you pay. No hidden fees.
How long does shipping take?
• USA/Europe: 5-7 business days.
• Australia: 2-3 business days.
(Processing time: 1-3 days)
🛡️ Safety & Warranty
Is my purchase insured?
Yes. We take safety seriously. All Mirumi products are covered by comprehensive Commercial Product Liability Insurance. You can enjoy your companion with total peace of mind, knowing that we (and our insurers) have your back.
What is the warranty policy?
Every Mirumi comes with a 1-Year Warranty. If it breaks due to a mechanical or electrical defect (not misuse), we will send a brand new replacement for free.
Can I return it?
Yes, you have 30 days to decide. If you don't bond with Mirumi, you can return it (customer pays shipping) for a refund.
🧸 About Mirumi
Does it need Wi-Fi or an App?
No. Mirumi works right out of the box. No apps, no Wi-Fi, no data collection. Just pure companionship.
How long is the battery life?
Full charge takes ~2 hours. It lasts 4-6 hours of active play, or much longer in standby mode.
Can I wash it?
No, do not submerge in water. It contains electronics. Wipe gently with a damp cloth to clean the fur.
Is it suitable for kids?
Mirumi is recommended for ages 15 and up. It is a sophisticated robot companion, not a toy for small children.
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