Answers to everything you might want to know about the MG experience.
F A Q s
S H I P P I N G
Q: Where do you ship?
A: We ship to 4 countries worldwide - the US, the UK, CA, AU. However, there are certain things to note depending on where you are.
USA: Free national shipping on all of our products.
Canada: All of our products are available to ship to Canada, but there is a standard shipping fee associated with your order.
United Kingdom & Australia: Luna & Luna Mini are the only choices we can offer to these regions. Reach out if you're interested in another humidifier, and we'll do our best to help out.
Definitely reach out to us if you're not in our serviced region, and our team will do our best to make it happen! We're hoping to find a way to offer free global shipping on all of our products - stay tuned.
Q: How long does shipping take?
A: Give us 1-2 days to process your order on our end, but after that, it should only take 2-3 business days for the James and the Stella. All of our other products are made-to-order, so it will take roughly 7-12 business days.
Amazon Prime standards are SO HARD to offer across the board, and although we can't promise you lightning fast delivery speeds on everything, we can guarantee that you'll always have a reliable and direct line of communication to our operations team. If you're ever curious about where your package is in the process, you'll not only be able to track things via a standard link, but you can also feel free to send us an email with your concerns. We respond fast ☺️
Q: How do you ship?
A: Usually, your order will be packaged and shipped directly from one of our fulfillment centers in California or Illinois. This makes for a super fast 2-4 business day delivery process across the US.
If you don't see a 2-4 day option at checkout, it means that your product will be made-to-order and will ship directly from our manufacturing centers to save time (instead of going from our workshop to our warehouse and then from our warehouse to you). And yes, this also saves us a lot in shipping costs, so it's a win win!
Q: I put in the wrong address!
A: Oh no! Because we usually try and ship things out as soon as possible, reach out as soon as you've realized that you made a mistake. If we can redirect things, we will, but if you reach out over 12 hours after placing your order, it's very likely things are already headed out.
We hate to leave anyone hanging in situations like this, so send us an email and we'll do our very best to get you another unit. What will most likely happen is that we will unfortunately have to just charge you for the extra unit, but we really do take things case by case, so definitely reach out. Pay close attention when you're filling out your information!
Q: How can I track my package?
A: Every order comes with a tracking number that is available on your order portal page. You should have received a confirmation email with a link to your unique order page. If you feel like something on the page isn't right, or it looks like your tracking is stuck, send our team an email and we'll have our operations team get you any insider updates that we can see from our end.
Q: My package is missing...?
A: This happens every once in awhile. Reach out and we'll get a new shipment on the way as soon as this comes to our attention.
Q: My order is international. What should I look out for?
A: There often times is a customs value declaration that may not be consistent with the product price. The reason for this is just to help account for the differences in import regulations from country to country. The cost of import taxes depend on the value declared on our goods, so to protect you from any additional fees and save you from the extra trip to the post, we deliberately declare package contents at a lower value when shipping international.
If it seems like things are stuck at customs in your tracking information, let us know and we'll see if we can push things through faster on our end. Customs processing, especially in and out of the US has been relatively inconsistent, so in the case that things do not move forward, we can reissue a shipment at no additional cost.
R E T U R N S
Q: What's your return / exchange policy?
A: Nothing is more important to us than your satisfaction and comfort throughout your experience with us here at MG. We have a standard 30-day Return & Exchange policy. This is really a "no questions asked" program to ensure that we've always got you covered.
How it works →
To be eligible for a return, goods must be unused, undamaged, and accompanied with a proof of purchase (like your order confirmation email).
Just send us an email at team@missed.supply with your order #, name, and reason for return. We'll get you a return label to send things back to us with. Please note that if you don't have the original packaging because you threw it away, you'll have to find your own packaging - although we want to be as nice and easy as possible throughout this process, we unfortunately cannot accept returns that are inappropriately prepared.
If a refund is approved after inspection, it will be processed and a credit will be applied to the original method of payment. We reserve the right to deem a return unacceptable if the product has already been used, damaged, or mistreated.
We want to be helpful, so always feel free to talk to us about your experience. We're a small team running a global operation, so we do have to abide by a certain degree of protocol, but just know that we're always on your side and as long as you're courteous about the process, you'll have as effortless and enjoyable of a returns process as can be 👍
All of our products also come with a manufacturer's and MG maintenance warranty. Find these outlined in detail the next section!
Q: When can I NOT get a refund?
A: This is an easy one. We don't get many refund or return requests, so we pretty much accommodate the vast majority of refund / return cases.
The one situation we are less tolerable about is if a customer demands a refund after having mistreated or neglected to maintain and clean their humidifier, leading to a supposed "malfunction." We've seen tens of thousands of humidifiers. We know when something is broken versus user error - please be honest with us, especially if it was an accident or slip of mind, and as always, we'll have your back. Whether that's a replacement unit or a repair, you can trust in us to always have your best interest at heart.
Owning a humidifier is a responsibility like anything else - we make everything as simple and easy from a design perspective, so just be sure to follow through and keep things clean!
W A R R A N T Y
Q: What warranties come with the product?
A: Every product comes with 2 warranties: a Manufacturer's Warranty and an MG Maintenance Warranty. The warranty periods vary depending on each product, so visit your specific product page for the exact coverage period.
Let's use the James as an example to explain warranties. The James has a 5 year Manufacturer's Warranty and a 6-month MG Maintenance Warranty.
If there are any hardware related issues with the unit like leaking, power failure, or decreased performance, the Manufacturer's Warranty covers you for up to 5 years.
Keeping your humidifier clean is super simple, but for a lot of first timers, there are little nuances that can be forgotten or underperformed. If you mess up or improperly maintain your humidifier by accident during the MG Maintenance Warranty period, our team will do everything we can to 'revive' your unit. If we can't get things to work well again, we can get you a replacement unit at no additional cost as long as it's within the Maintenance Warranty period. This can only be redeemed once per customer.
Q: What do I do if my unit is past the warranty period?
A: We take these case-by-case. We're a relatively new company, so most of our customers have their products under warranty still, but if this case does apply to you, just reach out, and you can trust that we'll do our best to prioritize your satisfaction.
Q: How do I initiate a warranty process?
A: Send us an email! Head over to our Contact page linked here.
O R D E R S
Q: What forms of payment are accepted?
A: You can select your preferred payment method at checkout. We accept pretty much all forms of secured payment for both our local and international customers. This covers almost all major Credit Cards, Debit Cards, and Paypal. We unfortunately do not accept any form of bank checks or notes.
Q: How long does order processing take?
A: Give us 1-2 days to process your order on our end. 85% of the time, it takes us 1 business day to process your order and get things moving along.
Q: Are there any COVID-19 delays?
A: 2020 was insane and riddled with COVID-19 related challenges. Things have calmed down for the most part this year, as we've steadily overcome and resolved many of the outstanding issues. The only facet of our business that is still partially delayed due to COVID is just our fulfillment center shipping times. Usually, this will only result in a 2-3 business day delay on shipping, but definitely reach out if you feel like things are slower than you had expected and we'll get a pulse on your order from our end.
P R O D U C T
Q: Where are things manufactured?
A: For our customers, quality and affordability come first. We currently operate through 3 manufacturing partnerships across China and Korea. The reason for this is simply because these partners share the same high standard for quality and design as we do. Although we look forward to moving production to the US in the future, the costs make it extremely difficult to keep things pretty for shoppers. A simple $35 electronic product on our store would cost over $100 to produce and ship domestically. We're currently in the process of discussing a US exclusive manufacturing agreement on the West coast, but we need to do much more volume in sales before tapping into affordable price points for our customers. One of the product manufacturing firms we approached actually laughed at us when we told them that we wanted a West coast supplier and just said "good luck with that." Challenge accepted 👊
Although the electronic components of our humidifiers are not made domestically yet, every other aspect of our supply chain has already been migrated to California. From design, content creation, branding, packaging, essential oils, quality control, and fulfillment, we're proud to be an American business. To learn more about us, visit our 'About MG' page.
Q: I lost my instruction manual.
A: Honestly, we'd be more surprised if you still had it. Worry not - you can get access to all of our manuals in their updated PDF format by sending our team an email. They should be also available on our website starting April 1st, 2021.
Q: I need help setting up / troubleshooting!
A: You guessed it - send us an email! Head over to our Contact page linked here. Give us an idea of what you're struggling with, and our support team will help get things sorted.
Q: What kind of water can I use with my humidifier?
A: This is actually super important. We designed all of our humidifiers to be tap water compatible. However, the tradeoff here is that you actually cannot use distilled water. If you do use distilled water, you'll face condensation and clogging issues, along with potential port damage, so definitely stick to using tap, filtered tap, and mineral water. Reverse osmosis water is also incompatible. This is all in an effort to make things as convenient and simple-to-use as possible.
Q: I found a similar looking product on another website - is this the same?
A: Ah yes. Our favorite question. Long story short, no. This is not us, and over the past year, we've had numerous instances of copycat, knockoff, and imitation practices popping up all over the place on Amazon, Google, and Etsy. We've even had "competitors" advertise specifically to our followers on Instagram or anyone who's searched "Missed Humidifiers" on Google. We found the first instance of this from a customer back in March of 2020 at the start of the pandemic. We've had photos screenshotted, blog posts copied verbatim, and even our names have been used falsely (ugh!). We are entitled and plan to take legal action against these practices moving forward. It's honestly quite sad to see a lot of our hard work get misrepresented - although it's flattering to have copycats, this is definitely not a fun situation to be in. Feel free to send us a message if you suspect any instance of this happening.
The reason this is possible is because we manufacture our goods overseas. Our partnered manufacturers have product patents, and we have our US trademarks on all of our branded materials. However, this somehow still doesn't stop people from finding ways to manufacture the same thing abroad at scale and offer them at significantly lower prices. Although you might be getting something similar if you purchase elsewhere, please proceed with caution. Make sure they have the proper policies in place to protect you and your experience. All of us here at MG are dedicated to your air care journey, so you can always count on us to make things right with any of our products. Earlier this year, we had a customer place a massive order with a 'copy-cat store', thinking that they were re-ordering from us, and their units ended up malfunctioning. They reached out to us and asked for a solution, and that's when they realized that they had never re-ordered with us to begin with. We felt so sorry for them that we ended up just giving them free replacement units.
Buying our products directly from our store is your best bet at guaranteeing a safe, consistent, and reliable humidifying experience.
M A I N T E N A N C E
Q: How do I clean my humidifier?
A: Reference our cleaning & maintenance page for your specific product guidelines. We recommend cleaning all of our humidifiers at least once every 2-3 uses. There are things you should be doing after each use and other things you don't really have to do as frequently, so be sure to reference the page linked here for the proper instructions.
Q: How do filters work?
A: At Missed Global, all of our humidifiers either have a Cotton Filter system or a Zeolite Filtration system. Check the maintenance page here to figure out what's right for you.
Long story short, cotton filters need to be changed every 1-2 weeks of continued usage, and Zeolite filters need a change every 1-2 years of continued usage. You can purchase both in our Cleaning & Maintenance collection.
Note: Zeolite Filters will be available later this year! First timers are eligible for a free cartridge.
Q: Anything else I should know?
A: Don't be an owner. Be a friend. Your humidifier will work every day to help you feel better, so be sure to give it the care it needs! Happy Humidifying!