FAQ

What makes Mugr different from other ceramic mugs?

Mugr is made with a special local Taiwanese glaze, creating a unique textured surface. The glaze naturally develops subtle changes over time, giving each mug its own character. The wooden handle and ceramic body are both SGS certified for food safety.

How should I clean the wooden parts of Mugr and Sqoop?

Clean with mild dish soap, rinse, and dry thoroughly. Do not use a dishwasher or microwave, as high temperatures may damage or deform the natural wood.

What is the capacity of the coffee scoop?

Both HMM coffee scoops hold approximately 10g of coffee. One scoop is roughly half the amount used for a standard hand-brewed cup, depending on your preferred strength.

Is W Glass heat-resistant? Can I use it in a microwave or dishwasher?

W Glass can withstand temperatures up to approximately 100°C. Avoid sudden temperature changes. We do not recommend using it in a microwave or dishwasher due to the risk of cracking.

Why does my W Glass have small dots or bubbles?

Each W Glass is handmade. Small marks, bubbles, or slight variations may naturally occur during the glassmaking process, making every piece unique.

What should I do if my HMM mechanical pencil stops working?

The mechanism is replaceable. Replacement parts are available from the HMM online store and can be easily installed by unscrewing the pencil head.

Can I replace the refill in my HMM pen?

Yes. HMM pens use SCHMIDT P900M ballpoint refills. Compatible Parker-style refills can also be used.

Why can't HMM Scissors cut very soft materials?

HMM Scissors are designed mainly for paper, cards, and adhesive tape. The Teflon-coated blades help reduce adhesive residue, but their smooth surface makes them less suitable for very soft or flexible materials such as fabric or soft plastic.

What is the Working Mat made of?

The Working Mat is made of PU vegan leather with a non-slip foam base. It is soft, durable, and REACH compliant.

What are the features of the Working Mat?

It is soft, lightweight, durable, and non-slip. It is also REACH compliant.

Why is there oil coming from the Eraser Ball bearing?

A small amount of paraffin oil is added to keep the bearing smooth and durable. Some oil may appear after years of use. This is normal and does not affect use.

Can broken W Glass be recycled?

Yes. Please dispose of broken glass through your local glass recycling system.

Why does W Glass Milk have slight yellow tones?

W Glass Milk is made from recycled glass, and the white color comes from the glass itself—not a surface coating. Slight yellow or off-white variations are a natural result of the recycled materials and handmade process.

What is the difference between borosilicate glass and soda-lime glass?

Borosilicate glass has better heat resistance and handles temperature changes better. Soda-lime glass is commonly used for everyday glassware but is less resistant to sudden temperature changes.

ORDERS & SHIPPING

Where do you ship?

We ship worldwide. Shipping cost depends on your order items, the destination of your order, and the shipping method you select. Your total shipping charges will automatically compute during checkout prior to the completion of your order.

Free shipping if the total amount is over $150. Duties and taxes may be due upon delivery.

For orders destined to Taiwan, please visit hmm-shop.com.

What currency are your prices in?

All listed prices are in USD. Please check the current exchange rate or the instant conversions next to product prices to be sure of the final purchase cost.

How long does shipping take?

We process orders within 1-2 business days, then ship via FedEx / UPS / LINEX Express / Post Service, depending on your selection at checkout. Generally, standard international shipping via the Registered Post takes 7-21 business days, and orders shipped via Express take 1-5 days to arrive. Delays at customs may extend delivery time beyond this estimate.

Where's my package?

You can find the tracking number in your order history on our website. For all trackable shipped packages, we also send the tracking number in an email. Yet for orders shipped via the Registered Post to destinations in the U.S., Canada, or Australia, online tracking remains unavailable due to the policies of these countries. If you'd like to learn the whereabouts of your order, you can contact the carrier.

RETURNS

What's your return policy?

All purchases may be returned within 30 days. We are not able to provide complimentary return shipping due to the complexity of shipping internationally.

Customs duties and taxes are non-refundable through HMM. These funds may be recoverable by contacting your local customs office directly.

  • PREPARE YOUR PACKAGE

    Pack your return securely with the original packaging if possible, and please include your original packing slip. All return items must be unused, unwashed, and undamaged.

  • DROP IT IN THE MAIL

    Use the courier service of your choice to return your item(s) to the following address:

    HMM International Returns
    1F, No 6, Lane 78, Chaozhou St. Da-an Dist., Taipei 10642, Taiwan

  • WAIT FOR YOUR REFUND

    Return parcels may take multiple weeks to be delivered at our warehouse. Once your return has arrived, please allow 1-2 weeks for your refund to be processed. We'll send you an email once the refund is on its way.

    Please note that for refunds, we deduct the original and return shipment cost and possible $5 to cover restocking or import tax. Refunds may only be issued to the Paypal account used to make the original purchase.

If you have any questions, reach out to us at service@hmmproject.com.

What if my items are damaged or incorrect?

If you receive a damaged or incorrect item, contact service@hmmproject.com with your order number, a description, and pictures of the damaged or incorrect item received within 30 days of receiving your orders. We'll make sure you're taken care of.

What if I refuse delivery?

If you refuse a shipment from HMM or leave it unclaimed, you are responsible for any import fees that are incurred, the original shipping cost, as well as the cost of returning the shipment to HMM. These costs will be deducted from your total refund. Note that if the shipment is returned over the time limit to perform a refund on the platform, i.e. after 60 days of purchase, the transaction fees will then also be deducted from your total refund.

What can be customized for gift boxes?

We offer custom packaging, stickers, branded sleeves, cards, and printed designs. Contact us for other customization options.

What customization options are available for cups and plates?

We offer:

  • Decals: Logo, graphics, or text. MOQ 300 pcs, plus plate fee.
  • Custom bottom mold: MOQ 2,000 pcs, plus mold fee.

Can the packaging be customized?

Yes. Custom packaging is available, generally with an MOQ of 500 pcs. Sample fees may apply depending on the design.

Which products can be laser engraved?

Selected products including our Ballpoint Pens, Mechanical Pencils, Magnetic Pens, Wooden Bases, and Rulers can be laser engraved with a logo or custom design.

How can I request a custom order?

Please email us: bulk@hmmproject.com. We'll review your request and provide a quotation.