Shipping policy
Shipping Policy
Thank you for shopping at Mahjongful. We are committed to delivering your custom mahjong set to you, no matter where you are in the world. Because we are based in China and most of our customers are in the United States, we have designed this Shipping Policy to be as transparent as possible about what to expect.
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1. Processing Time All of our products are made-to-order and custom-made specifically for you. · Processing Time: Please allow [e.g., 5-10 business days] for us to craft your custom mahjong set after we have received your final design approval. · Order Cut-off Time: Orders placed after [e.g., 2:00 PM GMT+8] will begin processing the next business day. · Peak Seasons: During holidays or promotional periods, processing times may be extended by [e.g., 2-3] business days. We will notify you if any significant delays occur. Please note: Processing time is separate from shipping time.
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2. Shipping Times and Carriers We ship worldwide from our workshop in China. Once your order is ready, we will ship it via one of our trusted carrier partners (such as DHL, FedEx, or UPS). Destination Estimated Shipping Time United States [e.g., 3-7] business days Canada [e.g., 4-8] business days Australia / UK / Europe [e.g., 5-10] business days Other International [e.g., 7-15] business days Please note that these are estimates and not guarantees. Delivery times may vary due to factors outside our control, such as customs delays or peak holiday seasons.
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3. Shipping Costs & Free Shipping We offer FREE shipping on qualifying orders to make your shopping experience even better.
3.1 Free Shipping Threshold · Orders over $300 USD shipping to the United States qualify for FREE standard shipping. · The $300 threshold is calculated based on the subtotal amount of your order (before taxes and after any discounts are applied). · Free shipping is automatically applied at checkout — no coupon code needed.
3.2 Shipping Costs for Orders Under $300 For orders under $300, shipping costs are calculated automatically at checkout based on: · The destination country/region · The weight and dimensions of your package · The shipping method selected (e.g., standard or express) All shipping charges are clearly displayed before you complete your purchase.
3.3 Free Shipping for Other Destinations We also offer free shipping to Canada, Australia, the UK, and Europe on orders over [e.g., $350 USD] . Please check at checkout for the threshold specific to your country.
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4. Customs, Duties, and Taxes (Important for US Customers) Because we ship from China to the United States, your package may be subject to import duties, customs clearance fees, and taxes imposed by US Customs and Border Protection (CBP). Current US Import Regulations: Please be aware that US trade policies regarding shipments from China are subject to change. As of 2025, shipments valued below a certain threshold may be eligible for de minimis entry, while others may be subject to additional tariffs.
Delivered Duty Paid (DDP) vs. Delivered at Place (DAP): · Delivered at Place (DAP): For most shipments, we ship on a DAP basis.
This means you (the customer) are responsible for paying any import duties, taxes, and brokerage fees upon arrival in the United States. These fees are separate from the shipping costs you paid at checkout and are determined by US Customs. · Delivered Duty Paid (DDP): For certain orders or destinations, we may offer a DDP shipping option at checkout. If you select this option, all applicable duties and taxes are pre-paid, and there will be no additional charges upon delivery. Please Note: · Mahjongful has no control over these customs charges and cannot predict what they may be. · Customs policies vary widely from country to country. We recommend contacting your local customs office for more information before placing your order. · Free shipping offers only cover the cost of transportation; they do not cover any import duties, taxes, or customs brokerage fees. These charges, if applicable, are always the responsibility of the customer. If you refuse to pay customs duties and the package is returned to us: · The original shipping cost and any duties paid are non-refundable. · The cost of return shipping will be deducted from your refund. · A restocking fee of [e.g., 15-20%] may apply.
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5. Order Tracking Once your order ships, you will receive a shipping confirmation email containing: · A tracking number · A link to track your package · The carrier's name You can also track your order by logging into your account on our website.
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6. Shipping Address Please ensure your shipping address is 100% correct before completing your order. We are not responsible for packages delivered to incorrect addresses provided by the customer. If you realize you made a mistake with your address, please contact us immediately at [service@mahjongful.com]. We will do our best to update the address, but once a package is in transit, changes may not be possible.
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7. Lost or Damaged Packages 7.1 Lost Packages If your tracking information shows "delivered" but you have not received your order, please first: · Check with family members, neighbors, or your building's mailroom. · Wait 2-3 business days as carriers sometimes mark packages as delivered before final delivery. If your package is confirmed lost in transit, please contact us within 14 days of the estimated delivery date. We will file an investigation with the carrier. If the package is confirmed lost, we will either send a replacement or issue a refund (subject to our investigation). 7.2 Damaged in Transit If your package arrives damaged, please: 1. Take clear photos of the outer packaging and the damaged product. 2. Contact us within 48 hours of delivery at [Your Email Address] with your order number and photos. We will work with you to resolve the issue as quickly as possible.
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8. Undeliverable Packages If a package is returned to us as "undeliverable" due to an incorrect address, failed delivery attempts, or refusal to accept the package: · We will contact you to arrange reshipment. · You will be responsible for the cost of re-shipping the package. (Free shipping offers do not apply to reshipment costs.)
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9. Pre-Order Policy (If Applicable) If you purchase a pre-order item, the estimated ship date will be clearly stated on the product page. By placing a pre-order, you agree to this estimated timeline, which may be subject to change.
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10. Contact Us If you have any questions about our Shipping Policy, please contact us: Email: [service@mahjongful.com] Response Time: We aim to reply within 24 hours on business days.